Consumer complaint received 2025-02-28 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: MI

Complaint narrative:
This complaint is in regard to case number XXXX with Capital One. We booked moving services with a ( unknown at the time ) questionable company ( XXXX XXXX XXXX  ) on XX/XX/XXXX and the deposit of {$4800.00} was charged to my Capital One credit card account on XX/XX/XXXX. XXXX XXXX XXXX  then more than doubled the charges for our move on XX/XX/XXXX and demanded another {$6000.00} immediately as another deposit. We argued with this company, stating they were changing the terms of the contract and changing the price from {$10000.00} to over {$220000.00}. We cancelled services immediately since they changed the terms of the contract. We disputed the charges with Capital One same day ( XX/XX/XXXX ) and stated the company would not be providing services since they were unethically changing the terms of the contract XXXX days before our move was scheduled to take place. We notified Capital One that the company had no intention of honoring the price we signed the contract under and that they have multiple complaints about them in regards to these bait and switch tactics. Capital One temporarily overrode the charge and credited the account the {$4800.00} and interest charges of XXXX on XX/XX/XXXX while they investigated. The credit card company then charged the {$4800.00} back to the account on XX/XX/XXXX and I received notification on XX/XX/XXXX. I called immediately and asked why the dispute was being denied if they didn't provide the services under the initial terms of the contract. I was asked to upload any information I had. I sent the following letter to them same day ( XX/XX/XXXX ) along with the initial contract we signed, cancellation form we sent XX/XX/XXXX and several other forms : ( letter explaining why the charges should be refunded ) " To whom it may concern : I am writing to dispute a charge of {$4800.00} to my credit card account on XX/XX/XXXX and the subsequent charge back on XX/XX/XXXX. The charge is being disputed because XXXX XXXX never provided these services. This company has multiple complaints for pulling a bait and switch situation with their clients. They quoted us a fair price of XXXX which included a discount of 60.83 %. A copy of this is included in this upload. We outlined everything that we were asking them to move and told them additional boxes. They failed to add the boxes on to the estimate though it was told to them that there would be multiple large, medium and small boxes. The estimate they gave states it is binding and would not be changed unless services or items were added. We actually removed items ( washer, dryer, and refrigerator ) from the list they took down. The company themselves failed to account for the boxes we told them would be moved as well. The week of our move, they called us and we went over the list again, noted the boxes and the items that were going to be left behind. XXXX XXXX more than doubled the cost during this conversation. They told us the new shipping price was going to be over XXXX XXXX dollars and demanded another deposit of {$6000.00}. Suspiciously enough, this new quote was around the original price they quoted us before they gave us the 60 % discount listed on our quote. There are multiple complaints about this company doing the exact same thing with multiple customers. Its a scam. They quote you a low price, failing to list all the items you told them about, then they wait until the last minute to increase your fees. Capital one should not condone this behavior by allowing the charge to be reinstated. If the company had honored the original price or even given us the promised discount, we would have continued with the services. However, what they did was a bait and switch and the services were never provided. This company should not be paid for services they did NOT PROVIDE and going against their binding estimates. Not only did this company fail to provide the services at the rate they promised, they caused a financial hardship since we then had to find a new mover who charged more for the last-minute booking. As for the cancellation policy, the estimate states that estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3-day window immediately after Bill of Lading is signed. We signed the original estimate of XXXX XXXX but since the estimate was changed and the price doubled, a new estimate shouldve been provided for us to sign. However, we were never given a new estimate to sign. The new estimate was verbally given to us on XX/XX/XXXX at XXXX and we sent the cancellation at XX/XX/XXXX at XXXX. In the absence the written estimate, the verbal estimate of services was cancelled within the three-day window. If that is not sufficient to carry out the refund, please note that legally, unconscionable contracts are deemed unenforceable in a court of law. Giving a client a 60 % discount that you never intended to honor and then charge them twice as much within days of the service being needed is unconscionable. 

I am requesting that the charge back be corrected, that any finance or other charges related to the disputed amount ( and the over-balance it created ) be credited to my account, and that I get an accurate statement. Otherwise, I will be filing a complaint with the Consumer Financial Protection Bureau and the XXXX  while also looking into other legal actions since there is an expectation that I pay for a service I never received. I have been a Capital One card holder in good standing for more than a decade and would regret having to close my account and my XXXX XXXX account if your merger goes through. 

Included in this upload are copies of the estimate and the notice of cancellation supporting my position and experience. Please correct the error on my account promptly. 

Sincerely, " Capital one uploaded a document on XX/XX/XXXX that I did not read until XX/XX/XXXX stating that they were upholding the denial of the dispute and the charge will remain. They stated " At that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. '' I called the credit card company on XX/XX/XXXX at XXXX and inquired what information they were missing. The gentleman I talked to stated that he sees all the information I submitted and discussed it with his supervisor who stated the reason it was denied is because the cancellation policy states we could only cancel from XXXX for a full refund. I explained to him the situation that I already outlined in the letter above that since they changed the terms of their contract ( something they state they won't do as their estimate is a binding contract ) on XX/XX/XXXX ( and honestly had no intention of honoring the initial contract ), then it should be considered a new verbal ( since they didn't send any updated information to us ) contract as of XX/XX/XXXX. We cancelled immediately after the rate increase on XX/XX/XXXX so we are within three days of the new verbal contract. Capital one asked me to submit that information and I explained I already did. They want me to reach out to the moving company but that company has already proven their dishonest and unethical behavior and I explained they would most likely not respond as they are already aware I'm trying to dispute the charges. Capital one is rewarding this company 's underhanded practices by denying the dispute and reinstating the charges. This company did not provide the services and tried to extort even more money from us and Capital One refuses to do anything about it.

Company response to consumer: Closed with explanation