Consumer complaint received 2023-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
There are three charges, all related to the same service, {$250.00} deposit, and two charges to move my property from one apartment to another, {$1900.00} and {$2300.00}. 

I hired XXXX XXXX to move my goods from one apartment to another. I worked with the owner of the company who assured me that they are a quality and reputable company that can reliably and safely conduct my move. That was further from the truth. The company damaged and broke thousands of dollars worth of my belongings. The owner assured me that they would repair/replace everything that was damaged or broken. 90 days later the company has not fixed or replaced anything. I also have not heard from the moving company since XX/XX/XXXX. I initiated a dispute with Capital One to get the money back for the move to use that money to fix and replace all of the damaged goods. There is XXXX pushback from the movers that they did in fact damage and break thousands of dollars in goods. They admit that and I have in writing that they will resolve it, but as I mentioned, 90 days later they have not. 

Words can not even describe the horrible dispute process with Capital One. They send me endless denial emails because I " didn't send the required/requested information ''. When I call to find out what they need, they can not help me with specifics. We are going around in circles for months. I've spent endless hours on the phone with Capital One and I have proof of the call records. Capital One is not complying with consumer protection laws. They tell me I didn't submit what they need but they can not tell me what they need. My dispute is real. I have all of the evidence and I finally have to resort to a CFPB complaint to get Capital One to communicate effectively and to get this resolved. 

Below is a letter I wrote Capital One after endless back-and-forth communication about my dispute. 

I am writing to provide additional details and to appeal the decision regarding my ongoing dispute with XXXX XXXX, referenced above. 

On XX/XX/2023, I encountered an issue with XXXX XXXX which remains unresolved as of XX/XX/2023, approximately 89 days later. Despite my efforts, including multiple emails since XX/XX/2023, XXXX XXXX has failed to communicate or rectify the situation. This lack of response and action suggests an unwillingness to resolve the issue. 

Key Evidence Provided : Email correspondences requesting XXXX to detail their submission to insurance, which went unanswered. 
Documentation showing the absence of any repairman sent by XXXX to fix the damaged items. 
Evidence highlighting XXXX communication from XXXX XXXX since XX/XX/2023. 

Capital Ones previous letter stated, The merchant provided the following information to support the transaction : Notification that goods were as described and received in good condition. 

Contrary to the information provided by XXXX XXXX, the goods were not received in good condition. This is evident from the admission of fault by XXXX XXXX in the document you provided, where they state, Due to imperfections of the loading dock at the desired location some of XXXX XXXX 's belongings were damaged. 

Given the substantial evidence I have provided, which includes XXXX XXXX 's own admission of fault, I request that Capital One reevaluate this dispute. The lack of substantial evidence from XXXX XXXX and their acknowledgment of the issue strongly supports my claim. 

Additional information requested by Capital One : Provide the date and proof of canceled services or returned merchandise/installed parts, or the date merchandise was made available for pick-up. 
o This does not apply to my dispute. 
A copy of your sales invoice or purchase agreement/contract, including evidence to support how the service you ordered is different than what you received. 
o This has already been submitted ; please review all documentation I have already submitted. 
A refund voucher or other documentation ( if you received any ) supporting your claim that a credit is due to your Capital One account. 
o This does not apply to my dispute. 

As a consumer, I believe my rights have been overlooked in this dispute. I urge Capital One to act in accordance with fair consumer practices and reverse the charge in question. 

I look forward to your timely response and a favorable resolution to this matter.

Company response to consumer: Closed with explanation