Consumer complaint received 2022-03-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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/XXXX - I was reviewing my year-end statement while preparing for my tax return and I noticed a charge from XXXX on XX/XX/XXXX for {$930.00}. I have never rented a car with XXXX. I called the XXXX customer service number and asked them for a copy of the bill and explained the situation. The CS rep searched their records and couldnt find any transaction from me on XX/XX/XXXX. She then searched using my drivers license number and credit card number and found no transactions using both types of identification. She instructed me to contact my credit card company and file a dispute. 
XX/XX/XXXX Called Capital One and filed a dispute. Case # XXXX XX/XX/XXXX Received letter via email from Capital One asking for additional information and credited my card back {$930.00}. I filled out the form but called them because there was no place to send back more information and I dont have a fax machine. I spoke with a representative who took the information over the phone. 
XX/XX/XXXX Received letter via email from Capital One stating that they received my response but it lacked the previously requested information needed to validate my dispute. They put the {$930.00} back on my credit card and closed the case. 
XX/XX/XXXX Called Capital One and spoke with XXXX ( in Dispute Department ) to find out why dispute was closed because I had given them the requested information. They verified that the information was in their system but the claim was denied because it wasnt considered a dispute, but a fraud case, and I would need to file a fraud claim. I was transferred to the fraud department. Filed fraud claim with Capital One. Case # XXXX. 
XX/XX/XXXX Received letter via email from Capital One stating that they found insufficient evidence of fraud because : Activity on the account indicates that these transactions are valid. 
XX/XX/XXXX I called XXXX customer service ( for the 2nd time ) to verify that they didnt have information about a rental in their system. I spoke with XXXX Employee # XXXX and she verified that they didnt have any information in their system that I rented a car in XXXX. She used Name, Drivers License and credit card number to search for a rental. 
XX/XX/XXXX I called Capital One to find out why they deemed that the transaction was valid. I provided documentation from me, that showed that I had no car rental from XXXX in XX/XX/XXXX. She stated that she was going to re-open investigation, and I should be hearing from them soon. 
XX/XX/XXXX - I called Capital One to get results of my appeal. I spoke to a customer service rep who told me that it was denied again because I didnt file a claim in the correct time frame. I said that I was going to file a claim with the Attorney General and she promptly said she was going to escalate this to her supervisor. I then spoke with XXXX, supervisor, employee # XXXX, she did some investigating and then got back on the line. She facilitated a 3-way call with XXXX while XXXX was conferenced on the line. XXXX told her the same thing that they told me the previous 2 times, that I have never rented from XXXX, they have no records of my credit card being used at XXXX and no record of my Drivers License number in their system. Capital One still denied my claim. 
There is no way that I did not make this charge due to 2 facts : 1. XXXX has no record of a rental for me in XXXX. 
2. I was in the XXXX XXXX on XX/XX/XXXX after being XXXX  from XXXX I am including documentation of my XXXX  and from XXXX.

Company response to consumer: Closed with explanation