Consumer complaint received 2025-11-11 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: NJ

Complaint narrative:
Vendor : XXXX 
Reference XXXX Amount : {$690.00} XXXX car rental period Purchased online XX/XX/XXXX CapitalOne Dispute Case XXXX Denied & Closed XX/XX/XXXX This complaint is against CarJet.com who refused to XXXX {$690.00} charged CapitalOne credit card for a rental car lease period in XXXX XXXX from XXXX XXXX under their CarJet contracted vendor. 

This complaint is also against CapitalOne credit who refused to provide account {$690.00} credit for a Carjet.com Rental car lease not received in working order, day XXXX vehicle pickup/tow by the XXXX provider XXXX and no alternate car provided, XXXX. 

XXXX ) the leased vehicle mechanically failed, was inoperable and was coordinated by and towed by the XXXX provider XXXX on day XXXX of lease XX/XX/XXXX. 

XXXX ) there was no replacement car ever provided to us to satisfy the XXXX CarJet contract.l term. This was confirmed with email apology by XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, the XXXX vehicle provider. XXXX provided a full credit for the XXXX vehicle deposit & vehicle insurance charges as credited to XXXX credit card. 

However- the XXXX vehicle rental fees {$690.00} were NOT credited and CapitalOne XXXX closed this dispute without verifying that this merchant provide a working vehicle for contract dates XXXX. 

XXXX ) We paid an additional and separate {$190.00} for the lease of a 2 day car rental from XXXX XXXX XXXX back to XXXX XXXX so we could return to XXXX on XX/XX/XXXX. ( See XXXX charge card ) Proof = CapitalOne credit card was charged for total carjet.com Rental contract : Vehicle pickup in XXXX XXXX for XXXX, with vehicle return XXXX, XXXX on XX/XX/XXXX. 

HOWEVER : Car gearbox failed almost immediately, car was inoperable & picked up/towed XX/XX/XXXX @ XXXX am by CarJet/Eurocar vendor XXXX XXXX. 

XXXX is subcontractor to XXXX : XXXX contract was provided by CarJet.com : XXXX XXXX Credit Card XXXX XXXX payment for Car XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX directly to XXXX, ( the XXXX contracted vendor ) for rental period : XXXX. All XXXX deposit XXXX XXXX XXXX XXXX were credited due to car breakdown/failure with no replacement during lease period. 

CarJet.com along with their contracted vendor XXXX provided written phone instruction in case of vehicle breakdown for emergency service. This led to their service provider XXXX and car pickup. XX/XX/XXXX. 

History : XX/XX/XXXX. CarJet.com online rental car lease was contracted for term XXXX. 

XX/XX/XXXX XXXX am : Date of the XXXX vehicle Pickup XXXX XXXX XXXX XXXX, under the XXXX rental car agreement. Car deposit & car insurance were charged directly at pickup by Eurocar to XXXX XXXX XXXX XXXX for the term was paid directly to XXXX online by CapitalOne Credit. 

XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXrove in XXXX gear & no reverse. XXXX & XXXX emergency XXXX services were engaged & vehicle reported. 

XX/XX/XXXX XXXX am : XXXX emergency XXXX XXXX arrived, unrepairable lgearbox failure confirmed. Car loaded onto truck and towed to XXXX garage for return to factory under new car warranty. XXXX driver told us that we would get a call to provide the car replacement. That didnt happen. 

XX/XX/XXXX. Car tow photos were provided to XXXXXXXX XXXX XXXXXXXX. 
XX/XX/XXXX XXXX emergency vehicle XXXX XXXX receipt was provided to XXXX XXXX XXXX XXXX XXXX 

I made days of calls to secure a replacement vehicle. This XXXX was elevated to the XXXX XXXX with no success. I was told there were no car replacements available. 

I initiated dispute on CapitalOne credit card for XXXX rental charge, XXXX. This Charge was removed. - but then the {$690.00} rental was recharged by CapitalOne and reappeared on my account. 

XX/XX/XXXX : We had no way to get to XXXX XXXX XXXX, so had to contract a 2 day rental car from XXXX  in order XXXX XXXX back to XXXX XXXX for our XX/XX/XXXX flight home to XXXX. The XXXX charges added another {$190.00} in car rental fees, beyond what wed already paid to XXXX and XXXX, without receiving the XXXX service.. 

We initiated a dispute on XXXX Credit Card for XXXX vehicle Insurance and vehicle deposit. XXXX, which was later correctly credited. 

XX/XX/XXXX. Once back in XXXX, We received a call from XXXX asking why we didnt return their car. We detailed the whole event and coordinated an email complaint thru XXXX XXXX, XXXXXXXX XXXX She verified and removed all XXXX charges posted to XXXX XXXX for the car deposit and insurance which were promptly permanently removed. 

However- at this same time - CapitalOne Credit received notice from XXXX that the contracted rental car had been picked up at the XXXX station at XXXX XXXX XXXX XX/XX/XXXX. XXXX falsely stated that the CapitalOne XXXX charges {$690.00}. were correct. CarJet.com rental charges were then REposted by CapitalOne to our account. ( There was NO mention that the car had mechanically failed and was towed away by XXXX, the XXXX XXXX  on day XXXX of the contract, XX/XX/XXXX. With no car replaced. 

So .. the XXXX rental costs are NOT credited. And CapitalOne continued to state that theyd not received proof that we didnt receive XXXX service as contracted.???? 

XXXX. XXXX rental charges XXXX were recharged against the CapitalOne credit account. CapitalOne XXXX didnt ask for, nor did XXXX provide the document of vehicle breakdown and car return or provide the incident report showing that THEY had been in possession of their own vehicle since DAY XXXX, XX/XX/XXXX. 

The XXXX party vendor XXXX hasverified & refunded ALL rental car insurance and deposit costs, XXXX, previously charge to XXXX credit XXXX 

The XXXX charges for car rental fees are unresolved & still outstanding against us. 

We have supplied Email communications from XXXX XXXX, XXXX exec at XXXX that documents XXXX ) Eurocar verification of mechanical failure facts and XXXX ) apology and XXXX ) the total refund for their XXXX Eurocar Contract. 

XXXX to XXXX XXXX has been extremely difficult. And Because of the CapitalOne resolution to close the dispute and not credit us, the XXXX vendor will not reply to our many attempts to get our money credited. I hope I have clearly detailed our vehicle problems & costs XXXX. It was a huge ordeal to be in XXXX without a car XXXX. And We had no way to return to XXXX XXXX on XX/XX/XXXX to fly back to XXXX. 

And after all of this aggravation, we lost money because CapitalOne Credit has not supported us as valued clients with outstanding credit and no negative history.

Theres something wrong with the CapitalOne investigation of all the pages of documented proof that I submitted to them both hard copy and electronically. 

I hope you can expose XXXX travelers to the peril of CarJet.com who verified to CapitalOne credit ONLY a start-pickup date of the contracted rental service, and then demanded payment for full term of lease. 

As in this case, there was no end date of service provided by XXXX BECAUSE they did NOT actually provide the contracted service. AND CapitalOne XXXX did not verify that the full service period XXXX was fulfilled with a XXXX working vehicle. 

As for CapitalOne credit, I paid off my account, froze my card and will never use them again. 

Thank you very much for your help to resolve the charges against XXXX for XXXX XX/XX/XXXX car rental which includes {$690.00} unsupported vehicle lease + {$190.00} XXXX XXXX XXXX XXXX XXXX fee to return to XXXX XXXX fly XX/XX/XXXX back to XXXX XXXX

Company response to consumer: Closed with explanation