Consumer complaint received 2025-02-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Complaint Against Capital One Regarding Failure to Investigate Billing Dispute Properly On XX/XX/year>, I rented a vehicle through the XXXX XXXX XXXX for XXXX, incurring a charge of {$260.00} on my Capital One credit card. The vehicle experienced mechanical issues, and XXXX employees instructed me to wait for further instructions on obtaining a replacement vehicle. During this period, I was unable to work, and the rental agreement was exclusively tied to XXXX rental terms. XXXX ultimately failed to provide a timely replacement and refused to waive rental fees for the days I was forced to wait, despite a manager acknowledging the issue in writing and stating that it would be escalated. Instead, XXXX wrongfully treated this as a standard rental agreement rather than an XXXX-specific rental. 

Under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666, and Regulation Z, 12 C.F.R. 1026.13, Capital One was required to conduct a reasonable investigation into my billing dispute when I reported it. I formally disputed the XXXX charge, explaining that the fees were improper under the rental agreement terms and providing supporting documentation, including my communications with XXXX, proof of the managers statement acknowledging the issue, and evidence of the improper charges. Despite this, Capital One responded with conflicting messages : one stating that they would not remove the charges and another asserting that they had not received any documentation. This demonstrates that Capital One either failed to conduct a reasonable investigation or relied on an automated system that did not meaningfully review the dispute, violating its obligations under the FCBA. 

The FCBA requires creditors to resolve disputes within two billing cycles ( not exceeding 90 days ) and prohibits them from collecting the disputed amount during the investigation period. However, Capital One continued to charge interest on the disputed amount, despite failing to conduct a legally sufficient investigation. By failing to properly review my dispute and continuing to hold me liable for improper charges, Capital One has engaged in unfair and deceptive practices in violation of the Consumer Financial Protection Act ( CFPA ), 12 U.S.C. 5531 ( a ). 

I request that the Consumer Financial Protection Bureau take appropriate action to compel Capital One to comply with its legal obligations, including : Reversing the disputed charge of {$260.00} and any related fees. 
Refunding any interest accrued on the improper charge. 
Providing a full explanation of its dispute resolution process and why it failed to properly investigate my claim. 
Ensuring future compliance with the FCBA by implementing a process that guarantees consumers ' disputes are investigated in good faith, rather than dismissed without meaningful review. 
Capital Ones failure to investigate this dispute in accordance with federal law has caused financial harm and demonstrates a broader issue of non-compliance with consumer protection regulations. Im asking the CFPB to intervene to ensure that Capital One is held accountable and that similar violations do not continue to occur.

Company response to consumer: Closed with explanation