Consumer complaint received 2025-09-15 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: FL

Complaint narrative:
On XX/XX/XXXX, I reserved a car with XXXX XXXX XXXX Capital One XXXX XXXX paying {$530.00} ( including all taxes and fees ) for my trip to XXXX from XX/XX/XXXX to XX/XX/XXXX. 
I picked up the car at XXXX XXXX on XX/XX/XXXX and returned it early on XX/XX/XXXX at the XXXX XXXX at XXXX XXXX in XXXX. 

The day before the return, XX/XX/XXXX, I stopped by the XXXX office at XXXX. A staff member in the parking lot scanned the vehicle and was surprised to see a XXXX fee appear in the system. He explained that this type of charge is usually applied only if a car is returned from another countrynot from another city in XXXX. He advised me to speak with an agent inside. 

Inside, the agent reviewed my contract and confirmed that the location surcharge should be only XXXX XXXX  plus 22 % tax, not more than about XXXX XXXX  total. When I mentioned the XXXX fee shown on the scanner, the agent reassured me, saying : No, its impossible to charge that amount. Dont worry. 

The next morning, XX/XX/XXXX, I returned the car at XXXX XXXX The office was closed and only a security guard was present. I received no invoice by email. To my shock, I later discovered a {$2000.00} charge ( XXXX XXXX  ) on my credit card. 

After searching by reservation number in the web page sine I never received any, I eventually found the invoice. It included : A XXXX one-way fee, even though my contract states XXXX XXXX. 

Over XXXX XXXX  in miscellaneous charges with no explanation. 

These additional charges are not transparent, not itemized, and feel misleading. 

Since returning home, I have tried to get answers, but without success : XXXX XXXX customer service could not explain the charges or provide an invoice number. 

Calls to the XXXX office are disconnected when I select the English option. 

Emails to the company have gone unanswered. 

Because I can not get any explanation directly from the rental company, I filed a dispute with Capital One on XX/XX/XXXX. I explained that these charges are excessive and not supported by my rental contract. I also submitted a copy of my agreement showing the location surcharge listed as XXXX XXXX, not XXXX XXXX. 

Unfortunately, the dispute remains unresolved and the charges are still generating interest on my account. I expected stronger support from Capital One, especially since this booking was made through Capital One XXXX with one of its partners. 

Additionally, I request Capital One conduct an exhaustive investigation into this matter that takes into account similar reports from other customers including reviews posted on XXXX which suggest a possible pattern of abusive billing practices directed at international travelers. 

As a customer, I have been left without answers, overcharged by more than {$1800.00}, and treated unfairly. I trust Capital One will help me obtain a fair resolution and protect me from what appears to be deceptive billing behavior.

Company response to consumer: Closed with explanation