Consumer complaint received 2024-02-02 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: IN

Complaint narrative:
XXXX XXXX XXXX Thu, XX/XX/XXXXXXXX XXXX XXXX XXXX to executivecustomerservice Hello, I was in an accident and XXXX XXXX reserved a vehicle at the XXXX XXXX XXXX XXXX XXXX XXXX IN XXXX. Rental agreement # XXXX. Picked up the vehicle on XX/XX/XXXX, about to drive off the lot a service light came on. The manageXXXX XXXX had to place me in another vehicle stating that the suspension system was messed up. I was placed in a XXXX XXXX. 
My policy alloted up to {$1500.00} in rental costs. XXXX called me and made me aware that I was over the timeframe. XXXX XXXX wrote another policy granting an additional {$1500.00} as my car was still in repair. 
XXXX called and stated that the new rental agreement was sent to them and for me to come in and exchange vehicles. 
I went into the office, returned the vehicle and was placed in a XXXX XXXX XXXX ( written on the same agreement # XXXX ). A few days later I got a call from XXXX the manager stating that he wrote the policy under the first XXXX XXXX claim and that I needed to come in and have the agreement rewritten under the XXXX {$1500.00} policy. I came in the next day at XXXX XXXX. XXXX wasn't in, the guy at the front desk stated that he could not rewrite the policy and that XXXX had left for vacation. XXXX did leave a sticky note on the desk stating that the policy needed to be rewritten. The guy at the desk advised that he would contact a manager at a different location and have someone give me a call on Saturday or Tuesday. That never happened. 
I then went back into the location on XX/XX/XXXX, same guy in the office stated that XXXX had left for the day and he would have to charge my card {$1000.00} to have the policy updated. I was not going to pay that as the insurance wa supposed to cover. I left and called the corporate office, leaving a complaint and asking if a supervisor could give me a call. That never happened. I go back to the location on XX/XX/XXXX at XXXX to return the car, i was told that I now owe {$2000.00} dollars, I stated that I am not paying that, that my insurance should be taking care of it but due to the error of the manager that still has not happened. I asked when would XXXX be in to have this resolved. I was told come in next week between XXXX XXXX XXXX XXXX. 
I went back to the location on XX/XX/XXXX at XXXXXXXX XXXX XXXX was not in. I just left the keys and the number for XXXX XXXX and asked if XXXX could give me or XXXX XXXX a call, as XXXX XXXX has been calling trying to get it resolved on their end as well. That has never happened. I was charged the {$2300.00} to my credit card, which should have never happened if XXXX the incompetent manager would have resolved this issue. 
To make matters worst I called the corporate # ( XXXX ) and spoke to XXXX and she was extremely rude, would not transfer me to a supervisor, couldn't answer any of my questions and advised that a supervisor would call me back in an hour, That has not happened. I will NEVER use XXXX again and I have asked XXXX XXXX to look at using another rental car company for them as well as they have not been able to reach anyone either. 

I did escalate this over to XXXX and to this day still have not reolved the issue. XXXX lied and told the corporate office he had reolsved this matter with XXXX XXXX. XXXX XXXX stataed that no one ever talked to XXXX and that the issue still was not resolved. I reached out to Capitol One and made them aware, they gave me a credit. A few weeks later they reversed the credit stating that I didn't send in the requested documents. I got with XXXX XXXX and they wrote a letter explainig what happened and advised that XXXX still has not corrected the issue. Capitol One is stating that isn't good enough. I am not sure what Capitol One is wanting. But I should not be liable for a mistake that was made by the company. I am just needing this to be corrected so that I can pay what is truly owed. 

Wanted to reach out to you before I take legal action against captiol one. 
Thank you.

Company response to consumer: Closed with explanation