Consumer complaint received 2026-01-24 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: MS

Complaint narrative:
Account : Capital One XXXX XXXX XXXX XXXX  ) Dispute Case Number : XXXX Company : Capital One, N.A. 

What happened? 

I am filing this complaint regarding Capital Ones improper handling and premature closure of a valid XXXX XXXX XXXX  dispute involving an unrefunded rental car security deposit. 

On XX/XX/XXXX, Capital One processed a charge related to a rental car transaction with XXXXXXXX XXXX XXXX The rental itself was prepaid through XXXX as part of a bundled travel package ( airfare, hotel, and car ) using a different payment method. The charge appearing on my Capital One XXXX account was not for rental services, but for a temporary security deposit required at pickup. 

The vehicle was returned on XX/XX/XXXX, on time, undamaged, with no violations and a documented {$0.00} balance due, as confirmed by the rental return receipt. Per the rental agreement, the {$250.00} security deposit was required to be released, but it was never returned. 

I submitted a dispute to Capital One and provided supporting documentation, including : XXXX package itinerary and payment receipt Rental agreement showing the security deposit authorization Vehicle return receipt confirming {$0.00} balance due Despite this, Capital One closed my dispute, stating that I failed to provide sufficient information. This statement is inaccurate. The documentation provided clearly establishes that the charge was refundable, not owed, and improperly retained by the merchant. 

Capital One failed to properly evaluate the dispute under applicable XXXX dispute reason codes, including but not limited to : XXXX  Reason Code 13.3 Not as Described/ Defective Services XXXX  Reason Code 12.6 Paid by Other Means XXXX  Reason Code 12.5 Incorrect Amount Instead of applying these standards, Capital One denied the claim on procedural grounds and directed me back to the merchant, despite the issuers obligation to process valid chargebacks once evidence is submitted. 

Why is this a problem? 

Capital Ones actions constitute a failure to : Conduct a reasonable investigation of a billing error Apply applicable XXXX  dispute protections Properly credit a refundable security deposit Comply with issuer responsibilities under the Fair Credit Billing Act The dispute was closed without substantive review, leaving me financially harmed despite clear documentary evidence. 

What resolution am I seeking? 

I am requesting that Capital One : Reopen and properly reprocess the dispute under the correct XXXX dispute reason code ( s ), or Issue a credit of {$250.00} for the unreturned security deposit, and Provide written confirmation explaining how this dispute was evaluated and why issuer protections were not applied.

I am attaching all supporting documentation, including Capital Ones denial letter, rental agreement, XXXX receipt, and vehicle return receipt. 

Supporting documents I am attaching : Capital One dispute closure letter XXXX package itinerary and payment receipt Rental agreement Vehicle return receipt showing {$0.00} balance I certify that the information above is true and correct. 

XXXX XXXX

Company response to consumer: Closed with explanation