Consumer complaint received 2026-04-05 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: IL

Complaint narrative:
On XX/XX/XXXX, I rented a vehicle from a car rental supplier Book ( XXXX XXXX, XXXX, XXXX ) and was charged a security deposit of {$290.00} on my credit card. The deposit was expected to be refunded after the rental period, provided there were no issues with the vehicle or violations. They said it would be returned after 30 days according to the contract, so I waited 30 days before contacting them. After the rental, the deposit was not refunded. I made multiple attempts to contact the merchant between XX/XX/XXXX and XX/XX/XXXX, via XXXX and phone to request clarification and a refund of the deposit, but did not receive a meaningful response. On XX/XX/XXXX, I contacted the booking platform through which the rental was arranged to request assistance regarding the deposit. On XX/XX/XXXX, the booking platform relayed the suppliers explanation stating that the deposit had been used to cover : Two speeding violations ( XXXX XXXX each ) Four penalty points ( XXXX XXXX per point ) Car washing ( XXXX XXXX ) Total claimed charges : approximately XXXX XXXX. However, the merchant did not provide any verifiable official documentation to support these claims. Specifically, they did not provide : official traffic citation numbers government-issued violation records photographic evidence of the alleged violations Any documentation from the traffic authority confirming the violations Upon receiving this explanation, I requested official proof of the alleged violations, but no such documentation was provided. On XX/XX/XXXX, I contacted the XXXX traffic authority to independently verify whether any violations were recorded for the vehicle on the date in question. I then filed a dispute with Capital One, providing documentation including : 1>My communication attempts with the merchant 2>Booking platform correspondence 3> My request for proof of violations Capital One initially credited the amount, but later reversed the credit after receiving a response from the merchant. On XX/XX/XXXX, Capital One closed the dispute, stating that the information provided was insufficient to validate my claim. They requested a cancellation document, which is not applicable in this case because the transaction was a completed rental and the dispute concerns a retained security deposit, not a cancellation. When I contacted Capital One to understand what additional documentation was required, I was repeatedly instructed to contact the merchant, despite having already done so multiple times and providing evidence of those attempts. Issue The core issue is that the merchant retained my deposit, citing traffic violations, but did not provide verifiable official documentation confirming that those violations actually occurred. Traffic, especially speeding violations, is recorded instantly and has photographic evidence in XXXX. The merchant did not confirm any of this. Capital One did not require such verification and instead relied on the merchants unsupported claim, while also requesting documentation that is not relevant to this type of dispute.

Company response to consumer: Closed with explanation