Consumer complaint received 2025-12-26 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: MI

Complaint narrative:
I am writing to formally file a complaint against the companies Capital One and XXXX XXXX regarding a rental car procured through Capital One Travel used between XX/XX/2025, and XX/XX/2025. Capital One XXXX charged the credit card ending in XXXX on XX/XX/2025, in the amount of {$580.00} as a down payment representing half the total agreed-upon cost of the rental. Upon pick up of the rental on XX/XX/2025, in XXXX, XXXX, XXXX insisted that the full amount of the rental need be paid at the point of pick up and the amount that was prepaid was in fact a deposit that would be refunded in full upon resolution of the rental agreement, yet XXXX has not sent the refund of the deposit nor has Capital One Travel made any efforts to refund the deposit. We filed a complaint with Capital One where their determination that the " goods were as described and received '' is factually incorrect and contradicted by XXXX  own internal documentation, which I have attached. The Merchant ( XXXX XXXX ) committed demonstrable billing fraud by charging for fuel when the vehicle was returned full, charging for a rental period that did not exist by falsifying the return date, and double-billing for a base rental rate that was already prepaid through Capital One XXXX XXXX Below is the evidence proving XXXX XXXX  charges were invalid and a refund has not been received from either XXXX XXXX or Capital One Travel. Regarding the proof of fraudulent fuel charges, XXXX XXXX charged XXXX XXXX  ( XXXX XXXX  with 19 % VAT included ) for " Fuelling '', claiming the vehicle was returned empty. Evidence in Exhibit C ( Sixts Return Checksheet ) clearly lists the Fuel Level as " XXXX '' ( Full ) upon return and shows a variance of XXXX to the expected fuel level, indicating no fueling required, and Exhibit F shows XXXX XXXX admitting this error and issuing a partial refund of XXXX EUR after being confronted with their own return receipt, which demonstrates a lack of billing integrity and supports my claim that the entire invoice is suspect. Regarding the proof of falsified return date and services not received, XXXX XXXX has settled XXXX EUR based on an invoice claiming the vehicle was returned on XX/XX/2025, which is false. Evidence in Exhibit C, pages XXXX and XXXX, which are the official " Return Checksheet '' generated by XXXX at the time of return, explicitly states the " Returned on '' date was XX/XX/2025, at XXXX AM, Exhibit D is the original final invoice they provided, and Exhibit XXXX is the updated final invoice with fraudulent extra days included. XXXX XXXX billed for XXXX " Extra Days, '' a " Flexi-Late Return '' fee, and extended " Smart Protection '' insurance for days the vehicle was not in use, and since XXXX Rentals XXXX XXXX proves the car was returned on-time on XX/XX/2025, at XXXX, the charges for XX/XX/XXXX and XX/XX/XXXX are fraudulent charges for services not received, for which XXXX Rental refunded XXXX XXXX XXXX XX/XX/2025, only after confronting them with verifiable proof the vehicle was returned on XX/XX/2025, after flying out of XXXX that same day XXXX Regarding the double billing of prepaid services, the core of this dispute is that half of the base rental was prepaid to Capital One XXXX, yet XXXX charged my card directly for the full duration plus the fraudulent extras, evidenced by Exhibit A which confirms a prepayment of {$580.00} made on XX/XX/2025, to Capital One XXXX for this exact reservation with transaction description COT * XXXX. Furthermore, evidence in Exhibit F shows that in an email dated XX/XX/2025, XXXX own customer service stated : " no charge was actually made on our side for this rental, since it was booked and charged through a wholesaler exclusively '', yet despite their written statement that they do not charge for wholesaler bookings, XXXX processed a charge of XXXX EUR ( {$1600.00} ) to my card. While they have refunded small portions related to the fuel and date errors ( XXXX EUR total ), they have retained the balance ( {$580.00} ), which represents a double charge for the base rental services I had already purchased through Capital One XXXX, and no resolution has been agreed upon. XXXX Rentals assertion to Capital One that " services were received '' is a misrepresentation because I did not receive the extra days they billed for, I did not receive the fueling service they billed for, and I had already paid for half of the car rental itself via the prepayment through Capital One XXXX. As seen in Exhibit F, a detailed account of communications shows that on XX/XX/2025, at XXXX, XXXX XXXX XXXX contacted XXXX XXXX about fraudulent fueling charges ; at XXXX, XXXX XXXX customer service representative XXXX XXXX XXXX replied requesting the driver 's full name and date of birth ; at XXXX, XXXX XXXX XXXX replied with the requested info ; at XXXX, XXXX XXXX XXXX replied stating that " According to the check-in sheet on file, the vehicles fuel gauge indicated XXXX upon return. However the vehicle required XXXX liters of fuel to refill the tank completely '' and " As a gesture of goodwill, we have refunded XXXX EUR '' ; at XXXX, XXXX XXXX XXXX noted the discrepancy of XXXX Rentals math ; at XXXX, XXXX XXXX XXXX replied to XXXX XXXX XXXX detailing how XXXX XXXX attempted to charge XXXX EUR per liter ; and at XXXX, XXXX representative XXXX XXXX replied stating " It appears that the matter has already been resolved, '' insisting the case was closed without acknowledging the fraudulent charge. Furthermore, on XX/XX/2025, at XXXX, XXXX XXXX XXXX requested to reopen the case due to charges for extra days ; at XXXX, XXXX customer service operative XXXX XXXX replied stating " You mentioned the vehicle was returned on XX/XX/2025, while our system indicates a return date of XX/XX/2025 '' and requested proof ; at XXXX, XXXX XXXX XXXX replied with a screenshot of XXXX location history showing departure from XXXX on XX/XX/2025 ; and at XXXX, XXXX customer service operative XXXX XXXX XXXX replied confirming that XXXX EUR is being refunded. As seen in Exhibit I, regarding the deposit, on XX/XX/2025, at XXXX, XXXX XXXX XXXX contacted XXXX XXXX indicating the deposit of {$580.00} has not been refunded; on XX/XX/2025, at XXXX, XXXX customer service operative XXXX XXXX requested verification info; on XX/XX/2025, at XXXX, XXXX XXXX XXXX replied with the info; and on XX/XX/2025, at XXXX, XXXX customer service operative XXXX XXXX replied stating " In regards to your reservation XXXX, I must inform upon further verification that no charge was actually made on our side for this rental, since it was booked and charged through a wholesaler exclusively ''. As seen in Exhibit J, after failing to make progress with XXXX XXXX I filed a fraudulent charge complaint with Capital One to recover the {$580.00}, but on XX/XX/2025, and XX/XX/2025, Capital One closed my fraudulent charge claims the same day the claims were received, and I believe they did not view submitted evidence nor put forth due diligence to come to an agreeable resolution.

Company response to consumer: Closed with explanation