Consumer complaint received 2018-05-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I hired XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX  to move me from my apartment to a home about 1.7 miles. I signed a contract stating : XXXX XXXX 1/H 2-Bedrooms, Study, Living, Dining, Washer, Dryer, Freezer Please look over all the information provided in this contract to verify it is correct.

Please click the electronic signature link and E-SIGN to complete the booking process.

Failure to e-sign can delay or terminate the move date scheduled forfeiting your deposit.

A deposit of 25 % is required to reserve the move date. The deposit is non-refundable if canceled by can be applied to future moves for up to a year.

THE ARRIVAL WINDOW PROVIDED IS A TIME FRAME ESTIMATE and WE CAN NOT GUARANTEE THE ARRIVAL WINDOW to be precisely accurate but we will do our best to accommodate the window time frame.

The total cost is based on an hourly rate subject to a 2 hour minimum UNLESS A FLAT RATE IS NOTATED. The time is prorated in 15 minute increments after the 2 hour minimum is met. Should there be any other services requested, additional costs may apply.

Packing supplies other than use of furniture pads are not included. XXXX or similar furniture assemble / disassembly usually increases service time.

Safe jobs require full payment upon arrival. we make every effort to put a safe where its wanted however we can not guarantee the fitment and placement will work. payment is due regardless if the attempt is made.

Payment is due upon arrival at drop location unless the job is a storage out, which must be paid upfront payable by CASH or CARD ONLY.

We charge a door to door service, meaning the time doesn't start until the crew arrives and ends once the last piece is placed where you want it.

Our rates include only the USE of equipment and pads for protection, assembly/disassembly of furniture, stairs, elevators, long walks, and no box limit to move.

Furniture pads can be purchased to keep for {$10.00} each pad.

The e-signature constitutes an agreement to the terms and conditions here and expressively gives XXXX XXXX XXXX authorization to process the credit card you provide for the deposit and or the move when completed.

As stated in the contract agreement above that the use of furniture pads are apart of the move, disassembly and assembly of furniture.

XXXX XXXX movers DID NOT use furniture pads, they used shrink wrap ( that wasn't mentioned or authorized per the contract agreement ) for all furniture pieces, thus resulting in furniture damage.

After failed attempts to reach a resolution with XXXX XXXX XXXX XXXX, I filed a claim with Capital One onXX/XX/XXXX and had the funds reversed back into my account pending resolution.

I never received any correspondence i.e claim form, phone calls, from Capital One regarding the claim. I was never asked to forward any supporting documents pertaining to the claim, and on XX/XX/XXXX, I contacted Capital One regarding the status of the claim and spoke with XXXX who initially handled the claim. She informed me that XXXX XXXX forwarded the contract agreement and she closed the claim based on the agreement ONLY!

She falsely documented in the claim notes that she attempted to contact me by phone but failed to reach me. She also claimed that she mailed out supporting documentation from XXXX XXXX to the old address, failing to validate the address to ensure that it was current. I called Capital One three months ago to change the address and the address should have been current in their system.

It appears that Capital One personnel isn't trained to investigate claims ensuring that they have all of the facts along with documentation to make a sound decision. They are simply following processes and not necessarily procedures.

Company response to consumer: Closed with explanation