Consumer complaint received 2024-04-10 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: IA

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX purchases in the amounts of {$50.00} and {$72.00}, which is not disputed what I'm disputing the fact I never received credit for the pending holds that were placed on my available credit. I have called them almost everyday for almost two weeks and I am obviously getting nowhere with them. It doesn't help matters any that most of the agents do not speak or understand XXXX. I've requested numerous times that they audit my account as I rent a lot of cars and I know I'm missing other credits or release of holds that did not reflect in my available credit. 

Can someone explain to me how, since you state that you don't charge my account for {$200.00} for every car rental I have, why the email I attached shows a charge in the amount {$280.00} was declined for a car rental on the same day from the same company? DO NOT tell me you do not put those funds aside out of my available credit which makes it impossible to use that {$200.00} for another purchase since it's on a pending hold. You may not charge the card for the entire amount but that {$200.00} can not be used regardless until XXXX or whatever agency I'm using at the time releases the hold and then you in turn are supposed to put that {$200.00} back into my available credit. 

I have two recent rentals, one, XX/XX/XXXX was the return date, and the total bill was {$250.00}, yet you never returned the {$200.00} deposit back into my available credit. The other rental was returned on XX/XX/XXXX, it also had a {$200.00} deposit but I extended the rental so the original total would have been {$39.00} but since I extended the rental it costs {$78.00} upon return of the rental. Since that deposit also has not been put back into my available credit, you need to do a little math to figure this out. With the original total pending hold being {$230.00} you would have to subtract {$78.00} from {$230.00} = {$150.00}. Add the two together ( the missing available credit ) {$200.00} + {$150.00} = {$350.00} and that is what should be in my available credit, not zero. 

I've called on this almost every day since I returned the first rental some 30 days ago and absolutely nobody can explain intelligently why I haven't received those missing amounts to my available credit. Those funds were in my available credit prior to the rentals, why aren't they there now? 

This also isn't the first time this has happened, and you accept no responsibility or have not provided me with a valid explanation. At this point since I rent so many vehicles, I would like my account audited on the cards ending in XXXX and XXXX. I want to see proof of all the rentals I've had from XX/XX/XXXX, to XX/XX/XXXX, that all funds are accounted for and that my deposits all went back into my available credit balance. I spent over {$4000.00} on rental cars last year and I've complained about this last year also, yet it goes on deaf ears. 

The spreadsheet I attached goes into detail on every purchase which for the timeframe I went by being XX/XX/XXXX to XX/XX/XXXX. I also had a balance due on my card in the amount of {$140.00}. You will see during that timeframe I made {$710.00} in purchases. For that same timeframe, I either made payments or received credits in the amount of {$860.00}. If you take the purchases and balance due and add those two together it comes to {$860.00}. Total payments made including credits totals {$860.00}. Yet I had a XXXX available credit. What happened to the {$350.00} hold that was placed on those two rentals? 

I want to see verifiable proof that those pending holds were released back into my account. I have numerous recordings from speaking with agents throughout the last month that agree with me that those deposits are still pending including at least one supervisor, yet nothing has been accomplished in 30 days. Do not send me a letter simply saying that I never received the amounts back because they werent charged to the rentals, I understand that, but the pending holds are still not released making that credit available to me. I want to see day by day how much available credit I have on a statement, that's the only way you are going to be able to convince me that your system is accurate. 

Once again I am requesting an audit be done on both of my accounts concerning the pending holds not being released and the available credit is not returned to my available credit balance for all of XXXX as well as the current year day to day for both of my cards, one ends in XXXX and the other one ends in XXXX.

Company response to consumer: Closed with explanation