Consumer complaint received 2026-04-06 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: UT

Complaint narrative:
I am filing this complaint regarding Capital One 's handling and denial of my dispute involving unauthorized and improperly charged services by XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I disputed XXXX charges with Capital One for my XXXX card in the amounts of : {$540.00} and {$1500.00}. These initial charges were placed on my XXXX XXXX card on XXXX, XXXX. During my rental, I purchased both Premium Protection ( full coverage insurance ) and ERA ( Emergency Roadside Assistance ) for the entire duration of my trip ( $ the amount of {$540.00} ). These add-ons were specifically marketed and confirmed to provide 100 % coverage for emergency situations, including third-party services such as towing, with no deductible or out-of-pocket cost. Prior to the incident, I contacted XXXX XXXX XXXX XXXX through their customer support chat and spoke with a representative XXXX XXXX XXXX, who confirmed : -Towing services are covered under ERA -Premium Protection includes full coverage with no out-of-pocket expenses -Emergency situations involving third parties are covered at 100 % Despite this, when an incident occurred, the rental company failed to honor these terms. Incident Details : While driving on a marked and commonly used road ( XXXX XXXX XXXX ) in XXXX XXXX, the vehicle became stuck in mud and required towing. There was : -No damage to the vehicle -No negligence involved -No warning signs, hazards, or road closures indicating the route was unsafe or prohibited -The route was recommended by both XXXX XXXX and our XXXX host It is important to note that a significant portion of roads in XXXX XXXX are unpaved and muddy, making these conditions normal and expected. I followed proper procedure by contacting the rental companys emergency line to request assistance. The representative I spoke with at the time even acknowledged that it was beneficial I had purchased XXXX XXXX for situations like this. Improper Charge and Lack of Transparency : After the tow service was completed, XXXX XXXXXXXX XXXX XXXX : -Charged me for the tow despite my coverage -Provided no explanation for why the charge was not covered -Failed to provide a receipt or documentation for the charge -Did not disclose the tow company used or itemized costs -Claimed client negligence without evidence or justification This directly contradicts the terms of the coverage I purchased and the representations made by their agent. Attempts to Resolve : I made multiple attempts to resolve this issue directly with the merchant. However : -They refused to provide a clear reason for the charge -They failed to supply supporting documentation -They did not honor the coverage I paid for Capital One Dispute Handling Failures : I submitted a dispute with Capital One and made extensive efforts over approximately XXXX months to comply with all documentation requests. Throughout this process : -Each time I provided the requested documentation, I was told it was insufficient, incorrect, or not what was needed, despite following their instructions -Even Capital One customer service representatives expressed confusion and were unable to explain why my documentation was being rejected- I was later told the issue was due to an incorrect processing code, and that the dispute should have been filed differently -Every attempt I made to correct or refile the dispute under the proper classification was denied or rejected As a result of these repeated barriers, the dispute was ultimately pushed outside of the allowable time frame, and then denied on that basisdespite my consistent, documented efforts to comply within the process. When I escalated the matter to a manager, I was given a different and contradictory reason for denial : that the merchant claimed I was negligent. However : -No evidence was provided to support this claim -No meaningful investigation was conducted -Capital One made no effort to gather or review evidence that would support my position Instead, Capital One relied solely on the merchants unsupported statement and used it as justification to deny the claim. Summary This charge is invalid because : -I paid for full coverage that explicitly includes towing with no out-of-pocket cost -The incident falls within normal and expected driving conditions in XXXX XXXX XXXXThe merchant failed to provide justification or documentation for the charge -Capital One failed to conduct a fair and reasonable investigation -I made repeated, good-faith efforts over several months to comply with the dispute process, but was met with shifting requirements, procedural barriers, and ultimately denial due to timing caused by those same barriers Requested Resolution I am requesting : A reversal of the improper charge A proper and thorough investigation into the merchants failure to honor contracted coverage Accountability from Capital One for mishandling the dispute process and preventing a fair resolution

Company response to consumer: Closed with explanation