Consumer complaint received 2022-08-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
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:
This is a letter we sent to Capital one asking them to put a hold on our credit after sending all the information we had regarding the company failing to provide any documentation about repair and also sending conflicting emails and responses proving that they could be defrauding us. They told us their definition of fraud was different and they would not allow us to put a hold on the funds. 
We feel as if this is our only hope of getting the rental car company to provide the truth about what repair was completed and provide us with a receipt so we can settle our insurance claims. 
Capital One Transaction Support Center XXXX Case # XXXX To whom It may Concern : On XX/XX/2022 we rented a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX We Used the car to visit various parts of XXXX. On XX/XX/2022 we started our day as usual. When we were 5 miles into our travels, the car died with no indication or warning lights and would not start again. We called the rental company. They transported a new vehicle to us. When they arrived on site the mechanic said, he thought the radiator had leaked and the engine seized. He stated, that we must have hit something which we were not aware of. No estimate or damages were given to us at this time and the car was towed away. 
When we returned our replacement car to XXXX  XXXX on XX/XX/2022 we were told the car was already in the shop being repaired and they estimated the damages to XXXX XXXX  Krona or XXXX US dollars to replace the engine, radiator, and other brackets. We then put this amount on two credit cards. XXXX XXXX  or {$9300.00} US Dollars on our Capital One Mastercard and XXXX XXXX  or {$3100.00} US dollars on our Visa Card. It was necessary to split the two charges, because we were unsure we had enough credit on Mastercard to put the whole amount. 
At this time, we asked them to send us a detailed report with photos and documentation of the charges from the repair shop so we could submit these charges to insurance. XXXX  XXXX stated they would do so within 7-10 days. 
We received by email a bill dated XXXX from the repair shop that was submitted to XXXX XXXX. The bill was written in XXXX. We asked XXXX to translate and the following work details were listed as follows : body on and off, Spare Parts, Other Materials, and Material from Stock. We responded to XXXX that none of these work details listed an engine or any specific parts and their cost? We told XXXX that this was no way adequate to justify what repairs had been carried out or would be adequate to justify or explain the damages. Also no pictures of the damage were provided. 
When we asked XXXX about this lack of information, XXXX responded that the garage always provided this kind of receipt and the car was already rented so we would have to wait until it returned to provide pictures. XXXX stated they would try and get a more detailed receipt from the garage. At this point, we felt as if something was not right since XXXX had failed to provide the necessary documentation of the damage through photos or receipts. 
We felt our only recourse was to put a hold on both of our credit cards until XXXX could provide the necessary documentation to verify the actual damage including photos and a much more detailed receipt of the repairs and their cost. 
To date we have not received any of this information and neither has our insurance providers, Mastercard and XXXX XXXX. 
I have included the documents provided to us and the emails we sent asking for this information and their responses. I sincerely hope this explains why we feel these charges should be reversed unless proper documentation is provided with pictures of the damage. 
I hope this satisfies your needs. If not please let me know and I will try and clarify or provide any other documents I have. 
Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief