Consumer complaint received 2023-07-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AE
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:
XX/XX/2023 - Prepaid Booking for XXXX XXXX XXXX - Reference # XXXX - Amount : {$420.00}. 

XX/XX/2023 - Picked up rental vehicle. XXXX employee falsely told me there were no additional charges and a temporary hold would be placed on my account. In reality they had added many additional charges and had me sign on an electronic device where I could not properly view the revised contract ( which included additional charges I was neither advised of or agreed to ). 

XX/XX/2023 - XXXX XXXX additional charges my account for {$450.00} USD. Surprised by this I contact the rental company who refuses to refund me. I am told I am responsible for over double what I had originally prepaid for. 

May 29th/30th 2023 - Dispute Opened with Capital One in regards to Extra charges applied to my account by XXXX XXXX . {$450.00} USD temporarily credited to my account. 

XX/XX/2023 - XXXX XXXX provides documentation to Capital One, Capital One closes dispute and sides with the merchant adding charge of {$450.00} USD back to my account. 

XX/XX/2023 - I reach out to Capital One, Re-Explaining how the XXXX XXXX employee had lied to me about there being no additional charges telling me it was merely a temporary hold and that my signature was merely to confirm the temporary hold and to pick up the keys for the car. The Capital One customer service representative, XXXX, provides me an online portal link and requests I write a letter of my statement of events ( copied and pasted below ) in order to " fight for me ''. I shortly after write out my statement of events. 

XX/XX/2023 ( a few hours later ) - Capital One almost immediately closes my dispute once again siding with the merchant. They completely disregarded my entire statement regarding the XXXX XXXX employee lying to me about the purpose of my signature and the additional charges. 

I am filing this complaint because Capital One completely disregarded my account of events and sided with the merchant automatically without actually doing their due diligence to investigate the poor business practice of the merchant and falsely led me to believe that submitting my account of events had any effect on the outcome of their decision. 

Statement submitted to Capital One : To Whom It May Concern : This in response to the documentation submitted by XXXX XXXX on XXXX XX/XX/2023 in regards to a claim/dispute that I had submitted to Capital One in the amount of {$450.00} USD. 
On XXXX of XX/XX/2023, I prepaid in the amount of {$420.00} USD for a rental vehicle for my recent trip to XXXX under XXXX Booking Reference # XXXX ( See below e-mail screenshot for proof of prepayment ). 
Upon arrival at XXXX City Airport on XXXX XXXX I went up to the XXXX XXXX Kiosk in order to retrieve my rental vehicle keys and relevant paperwork. 
The man at the counter took my name and pulled up my reservation. He confirmed my details and verbally advised me that a credit card would be required in order to place a temporary hold on my card in order to get the keys to my vehicle and that the hold would fall off my statement upon return of the vehicle. 
At no point was I advised that I would be responsible for any additional fees or charges. 
I was told to sign my name on the small 4 x 3 inch digital pad and handed the keys. At no point was I given the opportunity to review or advised of any potential changes to the prepaid/pre-booked contract. 
After my trip, on XXXX of XX/XX/2023, I returned the vehicle and keys to the same XXXX XXXX location with a full tank of gas and no issues at inspection/return. Shortly after, the temporary hold fell off my Capital One account and I felt that all had gone smoothly and as planned/advised by the XXXX Employee . 
However, on the XXXX of XXXX I went onto my Capital One account to find that I had been charged an additional {$450.00} USD by XXXX XXXX. What had originally been prepaid to cost {$420.00} had now become a total of {$870.00} USD. 
I felt this was unacceptable and obviously done by mistake so I attempted to reach out to XXXX XXXX to resolve the issue. I submitted all the pertinent information via XXXX Online support and was told that someone would reach out to me but nobody from the company ever did. Eventually, I went on to file a dispute/claim through Capital One a few days later. 
I would have never agreed to pay over double what I had originally prepaid to rent this vehicle. I was advised verbally by the XXXX employee upon pick up of the vehicle that the charge to my card was a temporary hold and I would have never agreed to an additional {$450.00} USD of payment to rent this vehicle, more than double the original amount. 
I feel that the XXXX XXXX employee at best was incompetent and at worst was predatory and took advantage of someone who was travelling to a foreign country in a different time zone to charge over double what was clearly a prepaid booking. 
XXXX XXXX showed further disregard for fair business practice by not ever responding to my request for assistance/support regarding this matter, forcing me to dispute via Capital One. 
I should not have been charged over double the prepaid/preagreed amount. XXXX XXXX should not be charging me over double for additional goods and services not rendered and not advised of.

Company response to consumer: Closed with explanation