Consumer complaint received 2019-09-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
NEW INFORMATION ADDED & NEW CORRESPONDENCE ATTACHED. 

XXXX recently responded to the emails I sent to corporate. They attempted to make me whole in regards to refunding me what I was overcharged. This is undeniable proof that the merchant recognized their wrongdoing. According to the Fair Credit Billing Act limits liability to {$50.00} and I shouldn't have to pay this contract because it was broken and I was accessed fees and charges that were false in nature. This has become a great financial burden to me, and I would like my personal checking account reinstated and fee 's that I've been accessed to be reimbursed and corrected. 


I rented vehicles on my vacation in XXXX on : 1 ) XX/XX/XXXX - XX/XX/XXXX 2 ) XX/XX/XXXX - XX/XX/XXXX We arrived at the airport on the XXXX of XXXX and were told by a salesman that our XXXX Employee discount allowed us to get a nicer car at the same price. He tried up selling us several products for the vehicle and we DECLINED them all. We both hold car insurance policies that cover rentals, and our XXXX XXXX Credit cards and XXXX XXXX also cover incidental & rentals so me and my partner declined. We ended up getting charged for a Damage Waiver enrollment ( {$43.00} ),  Roadside Assistance ( {$13.00} ) and several other fees and XXXX miles ( {$65.00} ). Some of these items were added after we left the XXXX   without our knowledge. 

When we arrived back on the XXXX we noticed one of our passports were gone and also asked about some of the fee 's being corrected. We were told the manager would see to it when he was available and that they would " Take Care of us '' -- so we rented the same vehicle and extended our stay to get a new passport at the passport agency. 

on XX/XX/XXXX - XX/XX/2019 due to us noticing the passport and cash was gone we rented another vehicle and schedule an appointment with passport agency. Once we got back we noticed we were charged additional fees and a Car Class Change fee ( {$160.00} ) for the same vehicle we had! We also were charged a Time & Distance Fee ( {$65.00} ) for XXXX miles. There no way we could have driven that much because we picked it up at XXXX XXXX and spent the entire next day at the passport agency waiting in line on a first come first served basis. 

When I got back to XXXX, Minnesota I called the XXXX XXXX about 20 times then a local branch told me if they don't reply I should just dispute it because it seemed to be mishandled. 

I notified capital one of this and they reimbursed me the funds ... then several months later they charged my account take it negatively and began assessing me fees. I called to speak to the processor but I got a rep who told me management/processor would call me and that I couldn't speak to her manager. ( I have the recorded call ). I told her the FDIC Guarantees and protect my money and she told me if they allow my dispute the bank will lose money because XXXX presented a contact -- even after I told her they made changes to it after I had signed and I had specifically asked to not be enrolled in those programs. I never received a call from management or the processor. It has greatly impaired my ability to pay my car payment and pay my bills on time.

Company response to consumer: Closed with explanation