Consumer complaint received 2015-12-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PR
Product: Credit card
Issue: Billing disputes

Complaint:
Good afternoon, I am submitting a complaint on the manner that Capital One managed a charge I dispute on my Credit Card Account. Following is a detail account of the events that transpired : On XXXX XXXX, 2015 I went on-line to find car rental for XXXX during XX/XX/XXXX. I used the XXXX search engine to review the different alternatives and choose XXXX of them. I booked the reservation with XXXX. The reservation total cost was {$370.00}. I prepaid the reservation in full using my XXXX XXXX. 
I received an e-mail confirming the reservation and the rental agreement. The reservation included unlimited mileage, taxes, airport fees, liability and fire insurance. The agreement stated in the terms and condition " Upfront Pricing, and No Hidden Fees ''. 

Attached for your reference are the following documents : Confirmation and agreement of the reservation Full payment of the reservation with my XXXX XXXX. 

During XXXX 2015, I traveled to XXXX and used the reservation as previously agreed. On XXXX/XXXX/2015, I arrived at the XXXX rental desk to pick up the car. During this process, I gave my Capital One credit card as insurance for any accidental damages. I only signed a document stating that I was retrieving the vehicle in full working condition with no damages. I did not sign for or authorized any additional charges. 

I returned the on XX/XX/XXXX, as previously agreed upon. The car was returned in perfect condition with no damages. On XX/XX/XXXX, I notice that XXXX charged me an additional {$690.00}. I contacted XXXX to inquire about these charges and they told me that they were " additional fees '' part of the rental agreement. I refused the charges, on the grounds that they were not previously disclosed or agreed by me. I had no luck with them, so I initiated the dispute with Capital One to eliminate these charges. 

I contacted Capital One to dispute these charges on XXXX XXXX, 2015. I provided a full written explanation and copies of the supporting evidence. As part of the investigation process, Capital One received an itemized bill from XXXX detailing the additional charges of {$690.00}. Capital One shared this bill with me. Capital One told me that this bill " demonstrates '' that the charges are valid and the dispute would be closed in the favor of the Merchant. I immediately contacted them to state that the bill is fraudulent. The bill was not signed or approved by me. Furthermore, the bill was created and produced after the rental agreement was over. None of the additional fees in this new bill proceed either because they were fully prepaid by the reservation or they were not part of the term s and conditions of the original agreement. 

I contacted Capital One in numerous occasions though the phone, fax and e-mail to explain that the addional charges were never authorized by me, are not part of the terms and conditions of the original agreement and therefore do not proceed. Capital One did not gave credit to any of my explanations or supporting document. They only gave credit, to a bill which was fraudulently created after the rental agreement was over. Capital One closed my dispute in favor of the customer on XXXX XXXX, 2015.

Company response to consumer: Closed with explanation