Consumer complaint received 2021-10-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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:
XX/XX/2021 Date of transaction : XX/XX/2021 Merchants Name : XXXX XXXX XXXX XXXX XXXX XXXX - $ XXXX {$660.00} After being forced to do my own research for the above mentioned claim, it should be noted that XXXX XXXX XXXX does not follow The Georgia Department of Public Safety guidelines , which covers moves within the state of Georgia ( XXXX XXXX XXXX ). The conditions of the estimate does not include a physical assessment of the items to be moved. According to the non-binding estimate, the carrier can not charge more that 110 % of the quote as a condition of releasing the load. Also, the customer is not liable for any charges that are not specified in the Maximum Rate Tariff ( Lunch Hours, Travel Times, etc ). According to the Bill of Lading, I was allotted a crew size of 3. As well, XXXX XXXX XXXX, cut portions from The Georgia Department of Public Safety guidelines into their Bill of Landing, omitting the above mentioned parts that would support the consumer. 
I followed the Rights and Responsibilities guide to movers by writing refuse to sign at transaction completion because of language releasing or discharging your mover or its agents from liability as outlined by the Federal Motor Carrier Safety Administration ( XXXX XXXX XXXX ). 
Please see attached documentation from third party on how services differed from services received. 
You have received all documentation on how the service differed from what was received. 

1 ) How the service ordered was different from what was received : The information provided by XXXX XXXX is incorrect as stated in the document and does not capture the entire conversation. As stated in the initial claim, I did not understand why the move cost so much because they sent three men, with one working, causing the time of the move to extend beyond what was necessary, as well as bill for a lunch break on my time. The initial agreement was for three men and a truck, I got one working, abled bodied man and a truck and that is what I should be responsible for paying for. As, well XXXX XXXX XXXX staff XXXX and XXXX threatened that if I did not pay, they would not unlock the truck and release my belonging. I advised that I would be calling XXXX County sheriffs office and crew member XXXX pleaded with my husband not to allow me to do that because of his background. I then attempted to call XXXX once again, and he no longer answered the phone from my number. 

2 ) A card reader was not used for the transaction in the amount of {$660.00}. Please have merchant provide signature and authorization code. 


3 ) There is an entire conversation with staff XXXX ( or XXXX ) on XX/XX/2021 completely left out of the rebuttal. 

4 ) According to XXXX XXXX XXXX, I submitted by claim prematurely and they attempted to get me to settle prematurely ( please see attached highlighted settlement offers ). I attempted to get refunded on damages, not the move and the company clearly state in their settlement to recuse themselves of all claims against moving cost if I agree and sign this document. What they attempted to do is to get me to accept the settlement prematurely, agree to their terms including releasing the company from moving costs, before Capital One would make a decision. According to XXXX XXXX XXXX verbiage it is not the responsibility of the credit card company to mediate a damage claim, but included verbiage on moving cost within this same claim. 


5 ) Please see attached instructions on submitting claim where I was instructed to scan and email claim documents to XXXX. 

6 ) Where in my dispute did I say it took the crew 50 hours? Please explain once again how it could possibly take 4.5 hours to load and 1.5 hours to unload? 

7 ) If the minimum is {$800.00} at {$200.00} an hour plus an hour travel does not equal {$800.00}. As well, if XXXX XXXX XXXX moved me for a total of six hours ( plus hour travel ), the total cost of the move would be {$1400.00}. They then credited me for $ XXXX/hour and the hour lunch break their crew took off the grid. XXXX ( or XXXX ) checked the GPS and saw and confirmed the moving crew went off the grid on XX/XX/2021 when I called back. 

8 ) Where I initialed for start time and stop time, were for start time and stop time. There is no indication that this acknowledges the charges, just start time and stop time. 

9 ) Moreover, I see charges for shrink wrap used for my XXXX XXXX and table that clearly didnt work because they were damaged. 

There is no proof of a refund voucher other than a credit directly to the card. The merchant tried to resolve the dispute by paying for broken furniture and the garage door, leaving out the cost of drywall repair through their claims department, while the overarching and separate issue was the company sending one working employee and their admittance of flaking off of the job ( undisclosed lunch break and discrepancy in timing ). Again, the initial agreement was for three men and a truck, I got one working, abled bodied man and a truck and that is what I should be responsible for paying for.

Company response to consumer: Closed with explanation