Consumer complaint received 2024-01-19
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (NY)

This first paragraph gives a synopsis of the issue, and the following paragraphs are part of the dispute letter submitted to Capital One, XXXX XXXX. 

We have attempted many times, beginning XX/XX/2023 to contact the rental car company with whom we have an upcoming reservation. They have been unresponsive as outlined below so we opened a dispute with our credit card company. We were provided an initial credit while the dispute was investigated, but after our card company was able to reach the rental car company 's financial institution ( but not the company itself ), they reversed the credit and denied our claim. Subsequently, each dispute service representative requests that we send them more or different information, we comply, and then receive the same form letter which states that we did not supply the requested information and therefore our dispute case is closed, and we should contact the merchant if we'd like to continue our attempt to dispute the charge. They've also requested that we get a cancellation from the merchant in order for them to accept our dispute. The merchant 's policy states they do not allow cancellations, we want a modification and not a cancellation, AND the rental car company isn't reachable so you can imagine our frustration. 

We have been unable to contact the merchant despite multiple attempts and hours of trying, Their posted schedule, located on our receipt is XXXX XXXX XXXX XXXX XXXX hours ( XXXX XXXX ) 365 days of the yea ( sic ), yet calls to their phone number go unanswered or are disconnected, XXXX  messages are not responded to, and emails receive no response. What we paid for is not as described, and their stated policies are not honored. 

We understand they have a no cancellation policy, and we are not attempting a cancellation. They have a responsibility to respond to customers who have questions or would like to make use of their cancellation and reservation policy, the relevant part of which is cut from our receipt and pasted below : Cancellation of reservations and no show Reservations with Online payment are non-refundable but may be used at a later date than originally reserved ( 12 months of validity ), as long as the change is made through the customer service center 48 hours before the reserved date to pick up the car for rent. Any modification on the dates, destination or category may generate additional costs depending on the current fare of the requested destination in the corresponding period. 

We would like to modify our reservation per their policy, but they have not answered XXXX  calls, emails, or regular phone calls. Again, we understand their no cancellation policy, but we do expect to be able to communicate with them prior to arrival in XXXX XXXX to make modifications. This breach of contract is the reason we are requesting a credit. 

At this point, we have made an alternative, fully refundable reservation with another car company because we dont have faith that the original merchant will even have a car for us when we arrive, and we cant take that chance. Please credit our account the amount paid : {$300.00}.