Consumer complaint received 2024-09-18 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: PA

Complaint narrative:
I opened a dispute for a charge on XX/XX/year> of {$2300.00} to my Capital One Quicksilver credit account in XX/XX/year> with Capital One. The charge was to XXXX XXXX XXXX XXXX ( An additional {$19000.00} was paid via XXXX and XXXX XXXX to the moving company ). 

When the moving company arrived our moving estimate jumped from {$2300.00} to {$4300.00}. The dispute charge is for services not rendered. In the signed agreement items were supposed to be assembled and also received in good condition which they were NOT. In return for their services I instead received furniture that was disassembled and never reassembled by them and a broken and cracked XXXX TV that was not boxed properly or handled carefully. 

When the moving truck arrived to the destination it arrived with XXXX mover who was also the driver. How is XXXX person supposed to carefully handle heavy items, while additionally putting them together by himself? My mind was blown that XXXX person showed up to deliver my belongings when there was XXXX or XXXX movers that disassembled my items in the beginning in California. The single driver/mover carelessly put all of my familys belongings in the garage. Items were carelessly and haplessly stacked upon each other. Our XXXX TV was placed XXXX down on its side. I have XXXX doubt that a large tv that size being handled by XXXX person ultimately led to being damaged and destroyed. That TV at minimum should be handled by XXXX people. 

There was a large chefs commercial kitchen table, a dining table, a king size bed frame, and several storage shelf units that were disassembled by the origin movers but not put together by the ending destination mover. The items that were to be put together are still wrapped in the moving blankets, plastic wrap, and tape. Pieces and parts are not together, and strewn across the garage. I dont even know where to begin in putting stuff together as I dont know what goes to what. 

Additionally I opened the improper box that my XXXX TV was boxed in. It was not packaged in a TV box as the moving company owner said it would be. It was instead boxed in a box for a mirror, regardless the TV was mishandled by the single driver/mover when placed in the garage. The TV is cracked, bent and completely unusable and unsalvageable. 

There are also numerous reviews online of customers receiving the same terrible service of unassembled and damaged items advising against this horrible company. I wish I would have done my research beforehand but was in a time crunch due to a family emergency. 

Now Im out a total of {$4300.00}, a XXXX TV, and furniture that hasnt been assembled. I opened a dispute with Capital One to at least get part of my money refunded for XXXX XXXX XXXX XXXX terrible service ( {$2300.00} ). Because they obviously didnt hold up to their part of the signed agreement. 

I explained to Capital One that they are a predatory moving company that increased their pricing on moving day knowing I needed to move that exact day. I had no choice to change to another company as they already loaded the truck with my belongings. On top of everything it was a smack in the face for their carelessness with my belongings and the services not rendered as stated in their agreement. 

I contacted Capital One and they assured me that they would handle the dispute and get me a refund. I filled out a case information form, a dispute letter, a copy of the contract/agreement with the moving company, and numerous photos and documents supporting my claim that services were not properly rendered. Not even XXXX after providing this information Capital One emailed me a letter stating they ruled in favor of the merchant. I called and spoke with numerous representatives who basically were no help. I talked to a higher up XXXX explaining how I provided all of this proof and information and it was ridiculous they ruled against my dispute. It literally made no sense. I asked them what information the merchant provided to prove that they upheld their part of the agreement they simply stated that they basically went off the merchants word. The merchant didnt provide any documents or photos showing that they completed their part of the agreement, meanwhile I had endless proof to support my claim and dispute. 

The manager said he would send an additional email requesting more information which I never received. I even asked the manager to provide his name and he simply would not answer me. He was completely silent on the line as I repeatedly asked him. At this point Im exhausted in dealing with Capital One and their carelessness in helping their customer which Ive been for several years. This is extremely unfair and I should not be stuck with this extremely short end of the stick. Ive done nothing wrong but am being held responsible for everything. Its all predatory! And Im feeling hopeless. 

Please investigate Capital One and this disputed matter as soon as possible. Thank you in advance for your help.

Company response to consumer: Closed with explanation