Consumer complaint received 2023-07-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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: Card was charged for something you did not purchase with the card

Complaint:
We rented a car from XXXX in XXXX on XX/XX/2023. We purchased both the LDW and B2B insurance at the time and were told that " no matter what happened to the car it is covered ''. While driving on a main road, we hit a rut that damaged the underside of the vehicle and the car had to be towed. We were provided another rental car by XXXX. On XX/XX/2023, without any notice, a {$10000.00} charge was placed on our CapitalOne credit card. On XX/XX/2023, we received an email from a person from the car rental claiming that the damage to the vehicle was caused by a " low blow '' and is considered negligence so it is not covered by the insurance. The following day we disputed the charge to CapitalOne who removed the charge while it investigated. 
On XX/XX/2023, CapitalOne sent us an electronic letter claiming that the merchant provided a receipt showing the transaction was billed correctly. I was informed that if I still wanted to dispute the claim I had to provide additional information. 
On XX/XX/2023, I sent a detailed letter to CapitalOne via USPS with the rental contract which had the insurance provisions accepted and which contained no " negligence '' exclusionary language. I included communications with the car rental agency and pointed out that the the provisions for the insurance explicitly state that the car is " protected Bumper to Bumper in case of Accident, Damage or Theft ''. 
On the same day ( XX/XX/2023 ), CapitalOne sent another electronic document asking for additional information that was duplicative of what I had already sent, but they had probably not received yet. I called CapitalOne and said that I had provided everything I had in response to their XX/XX/2023, letter. 
On XX/XX/2023, I received an electronic letter from CapitalOne saying that I had not provided all previously requested documentation and my claim was denied and the case was closed. 
I called CapitalOne the same day and explained that I could not provide some of the documentation requested because I did not purchase any goods or services. That there was no authorization for this charge to our card since any damages to the vehicle were covered by the insurance. During this lengthy call I was escalated to a supervisor who told me I had to get more information from the car rental agency regarding the insurance company 's denial of the claim. 
I sent another series of emails to the car rental agency and asked again for any documentation identifying the negligence exclusion for the insurance and all information from the insurance company denying the claim and nothing was provided. I uploaded those communications to CapitalOne via a link the supervisor had provided and on XX/XX/2023, I received another electronic letter from CapitalOne that says my dispute is denied because I failed to let them know within 60 days of receiving the disputed charge. I immediately called CapitalOne again and had another lengthy phone call where the representative acknowledged receiving all of my documentation but said the case was closed and she couldn't help me. The {$10000.00} charge remains on my credit card which I am refusing to pay. 
I am attaching the two letters I sent to CapitalOne along with the attachments and the letters they sent to me. 
I also submitted a complaint with XXXXXXXX XXXX customer care department. Again, they claim that the insurance coverage was denied due to " negligence '' without providing any additional documentation supporting such a denial. I'm also attaching these communications. 
I have repeatedly asked XXXX to identify the " negligence '' exclusion in the insurance coverage and they have not done so. I repeatedly asked CapitalOne to identify the document they were relying on to authorize the {$10000.00} charge and despite using that as the initial basis for resubmitting the charge to our card, they have failed to do so.

Company response to consumer: Closed with monetary relief