My complaint:
Land Stone Management Corp
On October 20, 2020, I noticed two charges from Home Advisor for $1215.77 and $1218.01. I knew there had to be something incorrect to charge two large amounts on the same week. I called Home Advisor on October 20 at 11:27 am and spoke for 1hr 10min 45sec regarding these charges.
They informed me that there was a ‘glitch’ in their system, and for some reason, it charged me twice and that they would refund me the charge for $1215.77, which Home Advisor credited to my Capital One account on October 21, 2020.
Then, just three days later, on October 24, 2020, Home Advisor charged my card for $1592.14. This seemed very strange since Home Advisor had just charged my card twice a few days earlier and then had to refund one charge. So, I tried reaching out to them, but all to no avail, so I then disputed $1592.14 with my credit card company.
After this dispute, I received a notification from Home Advisor stating that if the $1592.14 were not paid, they would suspend my account and refer the balance to a collection agency. I called them on Friday, November 13, 2020, at 10:27 a.m. to discuss this notification to collections and spoke with Destiny, a manager, for 51min 48sec.
She said the amount of $1592.14 was correct, which included the $1215.77 they originally refunded me on October 20, 2020, along with $376.37 that were additional leads generated. I did not want the account to go to collections, so I asked her what the final balance on the account was to date, and she said it was now $1621.71 because there was an additional lead generated of $29.57. I told her to go ahead and recharge my card for the total amount of $1621.71 ($1215.77$376.3729.57$1621.71), which she said she did. The amount was charged back to my card on November 13 for $1621.71, and my account was now at a $0 balance.
What I did not realize while on the phone with Destiny on November 13, 2020, was that Home Advisor, in the middle of the dispute, had already gone ahead and rebilled my card for $1621.71 on November 11, two days before me even speaking with Destiny. I thought this was illegal to do, especially since the amount was in dispute and they can’t just go ahead and rebill me.
If this situation stopped there, it would have been OK with everything being corrected and a $0 balance. However, after this rebill by Home Advisor, my credit card company also placed a ‘Transaction Rebill’ on November 12 for $1215.77, which was already included in the recharge that Home Advisor billed on my card on November 11 for $1621.71.
My credit card company, Capital One, said that Home Advisor had replied to the dispute stating that there was $1215.77 outstanding. Capital One then just went ahead and rebilled my credit card for that amount as a ‘Re-bill Charge’ without checking my account first to see that Home Advisor had already rebilled my card on November 11, 2020, for $1621.71, which already included the $1215.77.
I contacted Capital One regarding this duplicate charge, and a customer service manager, Irene, was kind enough to help me. After explaining the entire situation, she noticed very quickly the mistake that was made and that there was a double charge of $1215.77.
She began to contact Home Advisor every day to have this rectified and for Home Advisor to refund my money, and even she got the run-around from them. They continually stated that the amounts were all correct even though they could not provide evidence to show where all the charges were coming from. Irene saw clearly that these amounts were incorrect. On several occasions, she contacted me while on the phone with Home Advisor to have three-way conversations with Home Advisor to go through it all.
Every single time, Home Advisor could not provide sufficient evidence showing where the charges were coming from. Every single time we requested a manager to contact us back, they never did. Every time we asked for Home Advisor to provide the statements to show where all the amounts were correct on their end, they could not provide the information or any evidence. As of 32921, I called Home Advisor again to get a running list of charged leads, and still to no avail.
Please review the attached last statement on my Home Advisor account that clearly shows my account still has a credit of $1215.77. I need that returned to my Capital One card. Your help in rectifying this matter quickly is much appreciated!
Suggested solution:
Refund my overpayment $1215.77