Consumer complaint received 2023-06-10
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Transaction Date : XX/XX/2022 Disputed amount : {$300.00} ( charged on my Capital One " Savor One '' card ) Capital One Dispute # : XXXX I rented a car from XXXX rental car in XXXX XXXX NV on XX/XX/XXXX ( XXXX Rental Agreement # : XXXX ) and returned it on XX/XX/2022. Upon picking up the car and going to the counter, the associate at the desk told us that we were required to add a collision damage waiver to the rental since it is " Nevada law. '' We found out after the fact that this was a lie told to us to add this charge onto the rental when I already have car insurance and provided that information. Upon returning the car in perfect condition, someone from XXXX approached us with an iPad and told us to sign to return the car. I found a charge on my Capital One account for {$300.00} after the fact and was not told I was going to be charged this amount in the first place. I was never sent any sort of invoice, receipt or bill for what these charges were for and XXXX clear and utter deception on their part for both pickup and drop-off constitutes a refund on this charge. 

What I did to resolve the conflict : I called XXXX to determine what the charges were and to dispute them, however the customer service representative told me that there was nothing they could do since I had already signed it. I signed on the iPad not knowing that this meant I was consenting to charges I never consented to. After contacting XXXX, they had said that we left the car in the same condition as we left with it ( email correspondence is attached ). I kept asking for a copy of my receipt for the ~ {$300.00} charges, but they did not send one in this correspondence. After some back and forth, XXXX eventually stopped corresponding with us. 

I filed a XXXX complaint to XXXX and was finally able to receive a receipt for the charge, but the number on the receipt does not even line up with the charge on my account, and with no explanation. XXXX has refused to issue a refund. 
XXXX Case # : XXXX XXXX ID or XXXX # : XXXX With XXXX refusing to help, I additionally attempted to dispute this charge with Capitol One. They asked me to provide more information, including various documentation and our interactions with XXXX thus far. My case was closed due to vague information provided by XXXX to Capital One. I've since had our case re-opened three times, sending over the same documentation when Capitol One requested it, but each time, they've done the same thing : closed the case without any further options. This has taken up enormous amounts of my time and it's been extremely disappointing that Capitol One would simply not do what's right and remove this charge from my account. Capital One should be protecting their cardholders from malicious and deceptive business tactics, and in this case they have not done so. 



Attached Documents : -Email correspondence with XXXX XXXX at request from Capital One after initial phone conversations with XXXX did not help ) -Documents received from Capital One regarding dispute XXXX Receipt for the charge with is incongruous to the charge on my card. No explanation of any of these charges has been provided.

Company response to consumer: Closed with explanation