Consumer complaint received 2025-09-24 00:00:00
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
State: WA

Complaint narrative:
On XX/XX/XXXX, XXXX rent a car charged my Capital One Quicksilver credit card XXXX. I had rented a car to 7 days ( XXXX ) and cleaned the car inside and out prior to the return. The XXXX  representative I dropped the car off to at the airport even commented on how clean the car was. I paid with my XXXX XXXX XXXXXXXX debit card visa on XX/XX/XXXX On XX/XX/XXXX, I noticed that a XXXX charge in my Capital One Quicksilver  XXXX had been made. ( I had used this card when I reserved the car as the company would not accept my debit card for the reservation ) I called XXXX, spoke with a manager who explained this was a cleaning fee. She emailed me pictures of what appeared to be fuzz from a blanket that I had put down in the backseat of the car when my family went to the beach. That as the only area that reportedly needed to be clean. She refused to furnish the receipt for the cleaning service they would enlist or resolve my concern further. 

I called Capital One that same day to dispute the charge. I furnished copies of my debit card transaction, my 2 page electronic rental agreement and emails going back and forth from the manager of the XXXX and I to show my effort to resolve the dispute.Capital One temporarily reversed the charge and stated that they would send out any further communication to my home address. 

On XX/XX/XXXX I saw on my statement that the XXXX charge had been placed back in the card. I immediately called to question this. The representative said they had not received the information Id uploaded to their site and indicated that they would resend the links while I was on the phone so that I could upload the documents. I stated on the line while I re uploaded the above described documents. I was told that they would once again be in touch. 

When I heard nothing a few weeks later on XX/XX/XXXX, I called again and was told that the dispute had been resolved resolved in the merchants favor. When I asked why the representative whose name was XXXX stated that they needed more information and that I should contact the merchant. I told her that my documentation supported the fact that I had contacted the merchant and that information had not been forthcoming. 

I asked to speak to a manager who once again sent me a 3rd link. I uploaded the so called missing documents for a 3rd time on XX/XX/XXXX after calling multiple times for clarification. On XX/XX/XXXX, I received a final letter stating that the dispute had been resolved in the merchants favor. 

I called back and spoke to the manager I had talked with before ( XXXX ) who told me that the merchant had provided documents that they deemed credible. He indicated that the service agreement was 8 pages and I told him that the one I received was 2 pages. He then said that they stated there was no other billing method they could bill and I pointed out that I paid with a separate method and therefore that was untrue. And finally, they did acknowledge that my signature was not on any document or receipt provided but that they found XXXX response credible. 

This is why I am filing this complaint. Both Capital One and XXXX have refused to turn over the documents that they state are the basis on which they made their decision while acknowledging that my signature is not in either the 8 pages service agreement or the receipt for the cleaning fee.

Company response to consumer: Closed with explanation