Consumer complaint received 2022-02-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
On XX/XX/XXXX, I rented a car from XXXX XXXX company. As a Capital One XXXX XXXX owner, I knew that the car benefits included " XXXX '' rental car insurance as a benefit following certain requirements. I double- and triple-checked Capital One 's site and found a brochure regarding all of the benefits offered to Capital One XXXX XXXX cardholders . I made sure to follow the requirements closely, including refusing the rental company 's insurance policies, in order to receive the benefit. I even called customer service who assured me that the benefit was still available. 

After renting the car from XXXX, VA my girlfriend and I were on a one-way trip to XXXX, NY. Immediately when entering the car, red flag after red flag popped up, resulting in delays. We ended up embarking on our journey the following morning, XX/XX/XXXX. Due to ongoing delays due to the car 's condition, we had to extend the rental period by one day ( until XX/XX/XXXX ). On the way, we had a relatively bad traffic accident but were fortunate that we did not get hurt. It is our suspicion that the accident was caused by one of several mechanical issues we encountered while on our trip. The only damage was to the front, driver-side bumper cover. 

We returned the car, filled out a few forms, mentioned Capital One 's insurance policy, and were on our way from XXXX once we reached our destination. On Monday, XX/XX/XXXX, after hearing no news from XXXX or Capital One, I decided to call the bank regarding the claim that should have been filed. The call lasted 1 hour and 45 minutes as Capital One redirected me to XXXX, XXXX redirected me back to Capital One, and this went on for an hour and a half until I asked to speak to a supervisor at XXXX who helped me. They said they would file the claim for me and that I would hear back from the corporate office. I heard back today, XX/XX/XXXX, and was told that Capital One removed the XXXX rental car insurance benefit on XX/XX/XXXX, but that the information regarding removing the benefit was sent out in a billing statement in XX/XX/XXXX, when I was not yet a Capital One XXXX XXXXXXXX cardholder. 

Yesterday, XX/XX/XXXX, I received a letter from XXXX XXXX XXXX who provides claims administration for XXXX XXXX, claiming that I owe them a total of {$980.00}. The charges are as follows : Vehicle Damage : {$750.00} Loss of Use : {$130.00} Administrative Fee : {$100.00} It mentions that " per my rental contract, I am responsible for the costs associated with the damage regardless of fault. '' I strongly believe that the accident was caused by one of the mechanical issues with the rental car, namely bad visibility on the road due to a malfunctioning windshield wiper nozzle on the driver side, and overinflated tires, especially the front left ( driver-side ) tire. Because I was assured Capital One still offered XXXX, as their Capital One XXXX  XXXX Guide to Benefits brochure confirmed, I declined all insurance and accident coverage offered by XXXX, which resulted in me getting no coverage and bearing the entire amount for damages. Capital One refuses to accept the blame, XXXX can not help me, and XXXX expects me to pay {$980.00} for damage after they endangered my girlfriend and me. 

I strongly believe Capital One should accept the blame for their poorly managed website, their uninformed customer service representatives, and for forcing customers like myself to put themselves at risk. In fact, when contacting XXXX, an agent told me that the only reason they know that Capital One removed this benefit from their cards is because so many people have been in the same shoes and have called XXXX for a solution. 

After speaking to a manager on the phone, I was told that Capital One notified customers about removing the benefit on their XX/XX/XXXX Billing Statement. I was not a Capital One cardholder until XXXX, so I received no notice that the benefit was no longer valid before it was removed on XX/XX/XXXX. The supposedly outdated brochure is still live and accessible online and describes the benefits that the Capital One XXXX XXXX should offer. If it was not easily accessible through Capital One 's website, it would not mislead customers into believing they are protected in the case of rental car damage. Please see this link or the attached document for the aforementioned Capital One XXXX XXXX Guide to Benefits document : https : //www.capitalone.com/media/doc/credit-cards/benefits-guide-platinum-mc.pdf

Company response to consumer: Closed with explanation