Consumer complaint received 2025-06-05 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: LA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX My name is XXXX XXXX and I recently concluded a 3-day vacation in XXXX, NC. The dates of my vacation were Tuesday, XX/XX/XXXX through Friday XX/XX/year>. 

I reserved a vehicle with XXXX XXXX XXXX  online via XXXX on XX/XX/year> in preparation of the trip. The discounted rate of the XXXX contract was {$290.00} at pickup. XXXX Trip Number : XXXX. XXXX  Confirmation # : XXXX Upon my flight landing in XXXX, NC on XX/XX/year>, I immediately went to the in-terminal rental counter to sign the contract to proceed with renting the vehicle. Once that was completed and the contract was signed with XXXX XXXX, I was instructed to advance to the 3rd floor of the airport terminal which was the actual location of the rental vehicles. 

I arrived into the parking garage location of the XXXX counter to take possession of the keys and the Agent there who performed the key handoff and completed the transaction was named XXXX. XXXX presented me a receipt and assigned a XXXX XXXX XXXXXXXX XXXX XXXX  Number XXXX in space # XXXX. My family and I proceeded to walk to space XXXX only to find that there was no vehicle there. 

We immediately returned to the garage location to talk with XXXX again to tell him that there was no XXXX XXXX XXXX. He then stated that he would give me another vehicle, a XXXX XXXX XXXX, XXXX XXXX  Number XXXX located in space XXXX. I insisted on another printout from XXXX and asked him to ensure that he did not have duplicate rentals under my name because of the absence of the XXXX XXXX XXXX. He printed an updated contract displaying information from the XXXX XXXX XXXX. The Rental Agreement Number ( XXXX ) remained the same for both vehicles. 

Once the XXXX XXXX XXXX was located, we noticed that it was damaged. It had a dent in the hood near the emblem and a crack in the windshield on the passengers side. We returned to the garage counter location once again after taking pictures to get XXXX to memorialize the damage and he advised that we needed to get the XXXX Agent to affix a DAMAGE stamp on our contract printout as we departed the garage. We did that. The actual mileage on the XXXX XXXX was XXXX though the contract displayed mileage of XXXX. We also alerted XXXX about this and he said that is fine. 

The XXXX XXXX who memorialized the damage was named XXXX XXXX and we exited the garage at XXXXXXXX XXXX 

On Friday, XX/XX/year>, we returned the vehicle per the airport signage to the XXXX XXXX located in the XXXX XXXX. We took a picture containing metadata of the odometer reading upon returning the vehicle. This is key because the metadata from the picture will prove the time that I surrendered the vehicle back to XXXX XXXX XXXX. 

The Agent who processed the return was an XXXX, XXXX  lady named XXXX XXXX who did so with a handheld device. I also insisted that she take a picture of the contract that had the Damage stamp on it and she complied. 

It appears XXXX XXXX did not successfully close out the rental, as XXXX has now assessed pending charges of over {$1300.00} on my credit card. I have opened a ticket ( Case ID XXXX ) with XXXX to have this matter resolved with XXXX Customer Service Department and it seems no one is able to assist. Every Agent, including XXXX, XXXX and Supervisor XXXX have stated that they dont have the capability of closing out the rental. Meanwhile, pending charges are continuously accruing on my XXXX. 

I need someone to assist in closing this matter so that the agreed upon amount on the original contract of {$290.00} can be assessed once and for all. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation