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: FL

Complaint narrative:
I made a car reservation through Capital One XXXX for pickup on XX/XX/XXXX and drop off on XX/XX/XXXX. I paid with my Capital One XXXX XXXX Credit card. Capital One XXXX sent me instructions to pick up the car from XXXX XXXX XXXX in XXXX. When I arrived at XXXX to pick up the car, the XXXX representative told me he couldn't deliver the car to me because the booking has my son as the primary driver and I am not listed as a driver on the vehicle. I was shocked, because I don't understand how I'll book a car, enter my name, address etc, and pay with my own credit card ; yet I am not allowed to drive the car. The attendant told me that because my son is under XXXX yrs of age, the only way he can rent the car to us is I pay an additional {$26.00} per day plus buy insurance from them bringing the cost of the XXXX rental to more than double the rental cost offered me through capital one. I asked him to change the driver from my son 's name to my name; but he said he is not authorized to do that and only I or Capital One can do that. I went into the Capital one up to change the driver to my name but the system wouldn't allow me to do so. So I called Capital One from XXXX and told them the difficulty I was having with the car rental. The lady I spoke from Capital one told me not to worry and she'd solve that problem for me shortly. She put me on hold for quite a while and then came back to tell me that she couldn't change the driver on the reservation. But I shouldn't worry. She will cancel that reservation and a refund will be issued back to my credit card so I can re-book the rental. She explained that the reason why my son was listed as the primary driver was because I added him on a page during the application process which says " Add a Driver ''. She said that as soon as I added my son as a driver, that makes him the primary driver and I am no longer a driver. I asked her how was I supposed to know that? There was nothing in the app to explain that to me. I'm thinking I'm the primary driver as it should be because I am the one making the reservation and paying for the car. So, we left XXXX without the rental car. The car was never delivered to me. I was expecting my refund as the lady promised, only to receive an email from Capital One that based on their partner XXXX 's policies, they couldn't give me a refund. I was furious. I called a number in the email. The first gentleman that answered the phone could hardly speak XXXX. He spoke the XXXX with an XXXX accent and I could hardly understand what he was saying. Eventually, he connected me with his supervisor. His supervisor 's XXXX is also also son heavily XXXX; but I could understand him better than the first XXXX. All the so-called supervisor could tell me is that based on their partner XXXX 's policies, they can not offer me my refund. I was angry. I asked him to give me the contact for Capital One XXXX so I can let him know how his company is treating XXXX consumers; he mocked me as if to say the XXXX doesn't have time for me. This is what led me to file this complaint.

Company response to consumer: Closed with monetary relief