Consumer complaint received 2020-04-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: RI
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:
I rented a car while on vacation in the XXXX XXXX from XXXX XXXX XXXX XXXX ( same company as XXXX XXXX XXXX XXXX ) [ XXXX/XXXXXX/XX/XXXX  ] I used my Capital One credit card ending in XXXX to make the online reservation through XXXX and used the rental collision insurance offered by it. 

However, when I went to their offices to pick up the car the next day [ XX/XX/XXXXXXXX  ], they were trying to upsell me extra coverage saying that in addition to the card collision coverage it was require to take additional coverage they offer of about {$20.00} dollars/day. Which didnt make sense since I was already covered through the card. 

I explained that I had rented recently the week before with no issues using the same coverage, and they didnt mention anything about required coverage. Therefore, I wasnt willing to pay more for an extra collision coverage that was already offered through my credit card and let the agent know that Ill will no longer want the reservation. She cancelled the transaction and said the funds will be back into my card in 2 business days. 

I ended up using another car rental company as you can see on my credit card statements [ a transaction from XXXX XXXX on Monday XXXX, XX/XX/XXXXXX/XX/ ]. 

A week after once I returned from my vacation, the charge of {$210.00} was still showing on my credit card, hence, I called customer service at Capital One to dispute this transaction and they removed it from my account. I thought this was already solved until the charge was put back on my account on XX/XX/XXXX again saying the merchant disputed the transaction as valid. 

I should not be held responsible for this transaction because I didnt use any of the rental services. On the contrary they caused me an uncomfortable situation and make me lose a day of my vacation as I had to run to another place and figure a last-minute alternative option. 

In addition to the above mentioned, I also contacted XXXX XXXX XXXX XXXXXXXX customer service via email ( XX/XX/XXXXXXXX  ), and they said that the money was reimbursed to my account ( see emails attached ) which I challenged with a follow up email showing the transaction on the most recent statements of my credit card but did not received any response until the end of XXXX when I was finally able to reach the branch manager after countless attempts via email and phone. The manager Ms. XXXX XXXX sent me screenshots of the reimbursement via XXXX XXXX so I can submit it to back the claim to Capital One. 

I reopened the claim with capital one in XX/XX/XXXX XXXX  but it was unsuccessful as they said the Rental Car Company had challenged this transaction although they told me they had reimburse it. They said there's nothing else I could do which was frustrating at the time. 

I let it go for my sanity for a couple of months and also because my credit card was under a promotional 0 % APR until XX/XX/XXXX, I then contacted XXXX 2 months after to see if I could receive a reimbursement through them but they said there's nothing that can be done since I overwrite their authority ( according to their policy ) since I started the claim with my credit card company in the first place. 

I've been struggling with this charge for almost a year, talking to multiple representatives and supervisors on the phone, losing precious time I could have dedicated to more productive activities. 
On top of this, my credit card started charging me interest on this purchase after XX/XX/XXXX. I'm currently furloughed from my job since 3 weeks ago and economic situation we're leaving in had force me to review and revaluate my finances. 

I should not be held responsible for this charge and would like to have this amount refunded. 

Hope I have made myself clear, please let me know if you need any additional information. If so, I can be reach at XXXX. 
Thanks for helping me solving this issue, Sincerely, XXXX XXXX XXXX Capital One Claim Numbers XXXX - XX/XX/XXXX - 1st Claim XXXX - XX/XX/XXXX - 2nd Claim I uploaded the attachments and supporting documents in chronological order ( some of the email exchanges with the Rental Company are in XXXX  as this is the native language in the XXXX XXXX )

Company response to consumer: Closed with monetary relief