Consumer complaint received 2021-11-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid 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:
We used a moving services that we paid for with Capital One quicksilver card. The movers came in, damaged our hardwood floors during the move and rejected our claim to fix the damaged floor or reimburse us for the damages. The moving company ( XXXX XXXX XXXX XXXX XXXX, on XX/XX/2021, amount of XXXX $ ) has a rule stated in their contract that if damages were caused by them they will come, assess the damage and fix it. We attempted multiple times to get this issue resolved and they would not communicate with us. We complaint to a XXXX  and they never responses to that complaint either. So having no other choice we reached out to Capital one to dispute the charge made on XX/XX/2021 of XXXX $ due to movers not providing the services that they set up to provide to us. The experience working with Capital one charge dispute department was very bad. I had to call them 10 times and repeat my issues over and over again to get anybody to advise on what was going to with my dispute. Finally I got the letter from Capital One with the documents that I needed to provide for them to be able to dispute the charge. I provided every document that they requested, including proof of the damages, copies of complaints, attempts of communication with the merchant, second opinion letter, all of it. Capital one kept sending me notes that I haven't provided them anything. I kept calling and they kept asking me to resubmit my documents again and again. There was a time line that I needed to meet which I did, all the documents were submitted by XX/XX/XXXX. After the deadline passed Capital one still sent me a note that I haven't provided any documents. When I called the XXXX time they told me that the second opinion letter for example needed to have an amount and a date on it - I wasn't told that before, it was not included in their document that they sent me with a description of what they needed. The copies of emails that I sent to the merchant needed to have dates on them, again, I was not instructed that it was needed before the deadline had already passed. So in short, Capital one kept coming up with new requirements when they know the time line has already expired despite me calling them multiple times asking what exactly they needed and what can I provide to them on time to support a claim. So basically, their actions prevented us from been able to dispute the charge. I tried to complain to Capital one itself and nobody in their customer service would accept my complaint or admit that they failed on their part to help me support my claim. It was a very disappointing experience, we've been Capital one customers for many years. Now we are stuck with damaged floors and all due to Capital one not been able to have a clear timely communication with their customers and total unprofessionalism of their dispute department. We were asking to cancel the charge so we could use that money to fix the floors ourselves, which is way more expensive than XXXX XXXX

Company response to consumer: Closed with monetary relief