Consumer complaint received 2022-06-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2022, I obtained a quote from XXXX XXXX XXXX to move approximately XXXX miles from a 3/2 apartment to a 2/2 apartment home. The quote I received gave an estimate of {$490.00} for XXXX hrs with two workers and a truck. The quote included that moving blankets were included, dismount of my 50 '' television, assembly and disassembly of furniture, unloading and loading of furniture, and included insurance. I explained all the furniture that I was moving and that it was a hard stop at XXXX hrs to the customer service specialist. The day of the move the two workers were moving slowly, kept trying to solicit additional money for items that were included in my quote. To ensure that I did not go over the XXXX hrs I started to assist the men who carried the light items first before disassembling any furniture which requires a lot of time. XXXX hours later, we were arriving at the new apartment and the price increased by {$50.00} bringing a total of {$550.00} of which {$400.00} was instantly wired via XXXX through my personal checking account with Capital One Bank. The two workers explained that my couch could not fit into the elevator and I had to pay an extra {$250.00} to bring it up the flight of stairs. They left my couch in the lobby of my apartment building. They also broke my {$75.00} lamp and did not assemble any of my bedroom furniture and stating that was an extra cost. I contacted the company and the owner did not want to reimburse me for the damaged lamp, and advised that I had to pay {$250.00} to move my couch, plus an additional price to reassemble my bedroom furniture. When I declined the gentleman left my furniture ( couch ) in the apartment 's lobby and did not assemble my furniture as agreed within the quote. They also damaged my my lamp and a section of my bedroom set which I needed to replace. 

I immediately contacted the Capital One bank which I have a personal checking and saving account to cancel the transaction and explained what occurred in an effort to recoup the money that was paid since the agreement of my move was not fulfilled. The bank representative mentioned that a temporary credit would be provided within 10 days and another 45 days to complete the investigation. I contacted their office several times requesting that the credit be given temporary credit earlier as I needed to move my couch and did not have any additional funds to cover the cost until the investigation was completed. They ignored my request and responded on the 7th day that the investigation was complete and to work directly with the merchant and no further details were provided. I contacted XXXX the app who instructed to work with my banking institution to resolve the matter as the payment transfer occurred through their platform. The bank did not allow me to provide supporting documentation to the complaint and failed miserably to investigate this offense. I've submitted a complaint to the XXXX XXXX XXXX # XXXX and the Division of Consumer Protection OCN # XXXX concerning this complaint with the moving company who failed to respond and provide a resolution to this issue. This complaint is in regards to the actions taken by Capital One which I would like to be investigated.

Company response to consumer: Closed with explanation