Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Improper denial of billing dispute services not rendered & failure to conduct reasonable investigation under federal law Summary of Complaint I am filing this complaint regarding Capital Ones handling of a billing dispute involving a merchant, XXXX XXXX XXXX. This is not a standard disputethis involves services never rendered and deceptive business practices by the merchant, combined with Capital Ones failure to properly investigate and reclassify the dispute after being notified of an error. Despite multiple phone calls explaining that my original dispute classification was incorrect, Capital One refused to reconsider and is now holding me financially responsible for services that were never provided. Timeline of Events XX/XX/year> I received a Binding Moving Estimate from XXXX XXXX XXXX The company presented itself as a full-service moving company, including transportation, loading, and delivery I paid a deposit based on this representation XX/XX/year> ( Prior to Scheduled Move ) My inventory and unit size never changed from the original estimate XXXX XXXX XXXX XXXX Never scheduled a pickup Never assigned a carrier Never transported my belongings I attempted to cancel the service The company failed to : Confirm cancellation Provide documentation Follow proper cancellation procedures Move Date Passed No services were performed I was forced to : -Rent a truck -Pay for lodging -Complete the move independently Initial Dispute with Capital One -I filed a dispute, but it was categorized incorrectly -I immediately contacted Capital One multiple times to clarify : XXXXThis is a services not rendered case, not a standard dispute -The merchant performed zero services Follow-Up Calls with Capital One I repeatedly explained : -No pickup occurred -No mover was assigned -No transportation happened I also informed them that : The merchants conduct appears to violate Florida law governing moving brokers Despite this, Capital One : -Refused to properly reclassify the dispute, even though multiple agents agreed and helped with documents -Failed to meaningfully consider the updated information -Closed the case against me Merchant Violations ( Legal Context ) XXXX XXXX XXXX conduct appears to violate Florida Statute XXXX ( Moving Brokers ), including : Misrepresenting themselves as a moving company rather than a broker Providing a binding estimate including full move costs, which brokers are prohibited from doing Failing to clearly disclose their broker status prior to payment Failing to arrange a licensed carrier Additionally, this conduct constitutes deceptive and unfair trade practices. Capital Ones Failures ( Federal Law ) Under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z, Capital One is required to : Conduct a reasonable investigation of billing disputes Correct billing errors involving : Charges for services not rendered Consider all relevant information provided by the consumer Capital One failed to meet these obligations by : Ignoring repeated notifications that the dispute was misclassified Failing to re-evaluate the claim under the correct category Disregarding evidence that no services were provided Holding me responsible for a charge where the merchant delivered nothing Key Facts : -I paid for moving services -No services were ever performed -The merchant failed to fulfill ANY contractual obligation -Capital One refused to correct or properly investigate the dispute This matter is straightforward : I was charged for services that were never provided. The merchant engaged in deceptive practices, and Capital One failed to fulfill its legal obligation to properly investigate and resolve the dispute. I am seeking a fair resolution consistent with federal consumer protection laws.

Company response to consumer: Closed with explanation