Consumer complaint received 2024-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
I am submitting a complaint about Capital One , National Association ( XXXX ). I submitted a claim in XX/XX/XXXX through Capital One against XXXX XXXX XXXX  for failing to refund my {$300.00} deposit. XXXX shows my rental agreement as originating in XXXX, XXXX  on XX/XX/XXXX ( correct ), but ending on XXXX, XXXX  at XX/XX/XXXX ( wrong state and an hour late ). I moved across the country to XXXX, XXXX  and arrived at XXXX XXXX  on XX/XX/XXXX. I will attach my gas station receipts from my cross-country trip that shows me starting in XXXX, XXXX, but stopping in XXXX, XXXX, XXXX, XXXX, and my completed toll charges from XXXX. While returning the car in XXXX at XXXX XXXX XXXX XXXX, XXXX before noon : I was told everything was fine and my full {$300.00} refund would follow. 

XXXX invoice only showed a refund of {$200.00}, and after calling, I was given XXXX back. After being told non-existent managers would call me back to resolve my issue, I stopped communicating with XXXX and began the dispute process with Capital One. I first called then sent Capital One the invoice with the incorrect refund amount, drop-off location, and charges. Since I opened my first case on XX/XX/XXXX, I have been calling Capital One ( specifically their card claims department XXXX ) trying to get updates with no success. 

After getting the original denial on XX/XX/XXXX, I called and was told when I sent more information to the claims email, the back office would automatically open a rebuttal for me. I called ( XX/XX/XXXX ) only to be told that my rebuttal was never opened, my claim was still denied, and that no one has looked at it since. They're telling me the only thing I can do is wait 15 more days, and I still have no idea if the claim was actually submitted or if I'm going to run into the same issue. They took the credit back, which took the rest of my money out of my account and left me in the negatives. 

I've been at - {$270.00} dollars for months at this point because of the denial, and I'm still getting charged by XXXX  even though I paid for all the tolls I went through ( on XX/XX/XXXX ). 

When I asked how their internal review processes found XXXX to be justified but didn't see how the company charged me incorrectly, they didn't have an answer for me. Internally, they shouldve seen the incorrect invoice and heard the associates on the recorded line telling me they made mistakes. Capital One told me to resubmit the same information I sent over a month ago on ( XX/XX/XXXX ). When I called to follow up on my email, I was told that the only email trail they saw was from me to them. No one could explain the internal review process to me, just that the back office hadn't done it yet. When I asked, there was also no contact info for the back office either. 

Consumers should not be lied to and then shuffled around especially because {$300.00} is a lot of money. I called to complain to their customer service line, but they don't have a complaint department. Therefore, I am escalating this further. You can check their recorded lines and see I called multiple times in an attempt to get this resolved, and it hasn't worked. I have attached my email chain with the Capital One denials, my calls to them, my restricted account, and my previous attempts to get my money back from XXXX ( I had to resort to leaving a XXXX review because no one would call me back ). I am also still being charged by XXXX  for tolls I already paid for and Capital One just shrugged and said I still have to wait for a rebuttal because their review system ruled in favor of XXXX. 

I was recently told XX/XX/XXXX via email that the claim decision was accurate, and my debit card account is currently restricted and in collections. It has taken 5 months of me calling them to finally be told I won't be getting my money back and now I owe them money and have to get it out of collections. I can't use my account at all and had to get a new banking account. The money I lost was supposed to help me restart after escaping an abusive housing situation but instead Ive had my new start tarnished for me.

Company response to consumer: Closed with explanation