Consumer complaint received 2021-06-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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: Overcharged for something you did purchase with the card

Complaint:
On the morning of XX/XX/XXXX, a deer ran in front of my wife 's car. Her vehicle struck the deer and incurred damage. I contacted my insurance agency, XXXX XXXX, and they advised me as to which repair shop to use, and that I could get a rental car with their partner, XXXX XXXX while my vehicle was being repaired. The estimated cost to me for the rental car was estimated to be, after insurance, {$110.00}. I agreed and initialed the contract late afternoon on XX/XX/XXXX after they authorized my Capital One MasterCard. 
The XXXX XXXX XXXX  called us and let us know that the repair was going to take several days longer than the initially quoted XX/XX/XXXX date due to a backlog they were facing in repairs due to a recent local storm. I called XXXX XXXX about the extension and they reached out to XXXX XXXX. XXXX said that XXXX XXXX approved the extension and then XXXX said that my cost would be {$12.00} per day. I agreed to the daily price. The total for the extra days should have been an additional {$51.00}. The overall total for the rental car and the additional days should have been roughly {$160.00}, even with the 4 additional days. XXXX XXXX was also paying XXXX directly for their amount as part of the insurance claim payout. 
After the repairs to my vehicle were completed on XX/XX/XXXX, I called and asked about how to return the vehicle. XXXX informed me that I should leave my rental vehicle at the repair shop after I pick up my repaired personal vehicle, and they would pick up the vehicle as part of the XXXX XXXX insurance and repair services. I left the keys with the repair shop as instructed and returned home with my vehicle. 

However, on XX/XX/XXXX, my card was charged {$400.00}. 5 days after I had already returned the vehicle. When I called on this, it turns out that XXXX had misquoted me the price for the vehicle and that they had not actually gotten approval from XXXX XXXX like they had originally told me. The charge was billed to my Capital One Card that they had on file. The transaction amount was never approved by me, nor was my signature provided. XXXX XXXX claims that they never agreed to cover the additional fees and that they had no record of XXXX calling. XXXX admitted that they misquoted the amount, but that I was responsible for the amount anyway. 

I tried to resolve this with both XXXX XXXX and XXXX XXXX. However, it was one giant corporation pointing a finger at another giant corporation. The only option for me was to contest the charge with Capital One. 

Since there was no final receipt, due to me dropping off the vehicle. Since there was no final receipt and because when I signed my contract with the rental company, I was supposed to cover general use costs in case of damage to the vehicle or fuel. I agreed to this and allowed my card to be authorized for {$160.00} instead of the actual {$110.00} to cover incidentals. The same way hotels may authorize your card for incidentals. 
However, Capital One refused to credit the amount back because there was no receipt for the transaction. I explained that this was due to the fact that there was, in fact, no receipt because none was given because I was told to drop the vehicle off at a third-party pickup location ( the repair shop ). They also said that since I initialed a digital page that said I would cover incidental costs, that they could charge me whatever they wanted. I asked if I OK'ed a {$5.00} transaction and they charged me {$50000.00}, would I be liable for the {$50000.00}? Their answer was Yes. 
I saw this as an unacceptable answer. When I was quoted a price from a merchant, and they charge me an amount more than twice as much as quoted days after I returned the vehicle, I found this to be very dishonest. I found it even more distressing that Capital One finds no issue with a merchant charging amounts that are significantly different than the original bills of sale, and thinking that it is fine.

Company response to consumer: Closed with explanation