Consumer complaint received 2017-04-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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 am disputi ng CapitalOne Visa  billing me for  XXXX  charges ( {$400.00} + {$330.00 } )  from  XXXX  totaling {$740.00}, plus mounting interest fees. I am declining to pay these charges based both on their invalidity, as clearly demonstrated by the facts, and because of the total refusal of both  XXXX  and  CapitalOne Visa to  ever investigate or respond to these facts.     I have spoken several times with customer service reps at both companies, who were uniformly polite and sympathetic. But when I put the details of the case in writing, as requested, correspondence received from both companies has show n ZERO in dication that they have even bothered to read what I wrote. They do not dispute the facts ; they deliberately ignore them and keep sending me copies of the rental contract. After several months of th is, CapitalOne Visa de clared the case closed because I had never sent them a copy of the contract the contract sent me more than once!     Attached documents describe exactly what happened and why their claims are invalid. Here is a summary to fit the space limits of this form : On  XXXX   XXXX ,   XXXX   I reserved a car from  XXXX  in  XXXX  for a same-day rental. {$58.00} was charged to my  XXXX  card ending in  XXXX . I picked up the car early Sunday,  XXXX   XXXX . During the outbound part of the trip, I began to experience difficulties with the clutch when shifting in to 1st g ear. These problems got worse on the way back, so much so that while at a rest stop between  XXXX  &  XXXX , it was clear that it would be dangerous to attempt to return to  XXXX  with the car.     We therefore phoned the number provided on the documentation at  XXXX . We were told that we would be picked up within an hour and that we would be taken to our home in  XXXX . We were picked up at  XXXX ,  2 hours and 15 m inutes after our initial call. Again, we were told they would get us back to  XXXX . We were towed to a spot by the side  of the road, som ewhere outside of  XXXX , and promised that a driver would come to take us back to  XXXX  within 30 minutes. No car ever came. We phoned again, at  XXXX , and were told a vehicle in fact had come for us but couldnt find the location and so had given up! Three more phone calls,  3  more promises, no pickup, and we were on the side  of the road in  the middle of nowhere. When the sun rose around  XXXX , we spotted a person along  the road who  told us how we might hike to a train station to get into  XXXX  . We took the car key to prevent theft, left a note on the windshield, and found our way to the train. The next day we went to their  XXXX   XXXX  office and returned the key.     Clearly the cars mechanical failure is not something that I should have to pay for. It should be noted that I have owned and driven stick shifts all my life. In  XXXX , I rented a stick shift car in  XXXX  thru  XXXX  for alm ost 4 wee ks, returning it the day before I reserved the car in  XXXX . Look this up :  XXXX   XXXX  voucher number  XXXX .   Im being charged for a lost key. Photo of a  XXXX  employee accepting return of the key attached.   Claim administration fees should not be charged to me because I am not responsible for any claims.   Unde r Witness Details CapitalOne i ndicates that there was none. As I told them repeatedly, my companion,  XXXX   XXXX , was with me the whole time and, with speaker phone on, we shared in all the phone conversations that long night with  XXXX .   To date, my credit card ending in  XXXX  has had the amounts {$740.00} unjustly charged to it, plus mounting interest fees.     I would think that  XXXX  would be offering some compensation for the ordeal they put  XXXX  and me through instead of billing me for their defective vehicle. At the very least, I would expect both  XXXX  and  CapitalOne Visa  to have responded to what I wrote rather than ignoring and bullying me. I am very prepared to hire a lawyer if this can not be resolved amicably.

Company response to consumer: Closed with explanation