Consumer complaint received 2025-07-08 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: VA

Complaint narrative:
The dispute involves a fraudulent claim of damage which XXXX XXXX partner attempted to charge on our credit card during a one-day car rental on XX/XX/XXXX, for which we expected to pay XXXX. When I saw a charge of {$850.00}, I immediately disputed this amount with Capital One, since the amount was charged to our Capital One Visa. I offered to provide full documentation to Capital One when I spoke with their customer service representatives, but was told they would handle the investigation themselves. Approximately a month later, on XX/XX/XXXX, Capital One sent a letter indicating that they had requested information from us but had not received it. This was absolutely false. 

I can not tell you how frustrated my husband and I already were with Capital One when they reapplied the {$850.00} charge to our account. However, we dutifully re-filed our dispute and provided full documentation, through a FAX I sent on XX/XX/XXXX. This FAX included photographs of our rental car during our " walk around, '' showing that the damage was already present on the vehicle when we rented it. 

In the meantime, we were in contact with XXXX Executive Customer Service unit. On XX/XX/XXXX, we received an e-mail from them indicating that XXXX had agreed to cancel this charge. Imagine our surprise when, on XX/XX/XXXX, Capital One sent us a letter indicating that they were reinstating the full {$850.00} because there was no cancellation per policy received. 

This dispute had nothing to do with a cancellation. It is as if Capital One is not reading any of our correspondences and that they were not properly investigating this dispute. I can not imagine a more cut-and-dried case of fraud than the one we have presented to them. In our XX/XX/XXXX letter we showed them the photos of the car rental taken before our rental period, which clearly indicate that the car in question was damaged when we rented it. We also included the after photos from XXXX so that they could compare the site of the damage. Indeed, there is no new damage on their car. 

On XX/XX/XXXX I uploaded a letter to Capital One recounting the situation, including the letter we had received from XXXX that they agreed to cancel the charge. Then on XX/XX/XXXX, Capital One closed our dispute once more, indicating that our response " lacks all of the previously requested information needed to validate your dispute. '' Today I have just spent over an hour on the telephone with Capital One and have learned that, in fact, they needed information from me that they never asked for. Apparently, it was problematic ( for Capital One ) that the amount we had agreed to pay was noted in Euros, and the amount under dispute was the full amount ( in dollars ). I would like to be clear that no one at Capital One ever indicated, before today ( XX/XX/XXXX ) that this was an issue. However, Capital One refuses to refund the amount under dispute, or to perform any further work of their own to continue their " investigation. '' Instead, they have asked me to obtain a different letter from XXXX, which states the date of refund and amounts involved in dollars. 

All of this amounts to a classic case of stonewalling on the part of Capital One. Rather than acting as our advocate, Capital One refuses to examine the plain facts at issue and is looking for any technical reason to continue to charge us money we do not owe. They don't ask us for any specific documentation, and then when we provide proof to them they tell us that we haven't provided what they requested.

Company response to consumer: Closed with explanation