Consumer complaint received 2025-07-13 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 opened a billing dispute with Capital One on XX/XX/year>, for a car rental with XXXX XXXX XXXX XXXX which took place from XX/XX/XXXX to XX/XX/year>. I was overcharged more than {$300.00} in insurance charges alone, despite being quoted only {$45.00} at the counter, and fuel charges which should not have been assessed because the rental was prepaid through Capital One XXXX  with a policy that stated nothing would be due at pickup, including fuel. I was charged an underage fee and I added tolls both of which I am not disputing. 

As part of the dispute, I provided proof of my prepaid reservation and evidence of communication with XXXX, I also included that I was verbally promised a refund after I called XXXX on XX/XX/XXXX and spoke to a manager. That refund never materialized. 

On XX/XX/XXXX, Capital One closed the dispute citing the need for additional information. I immediately submitted email transcripts where XXXX stated the charges were final, as well as documentation showing XXXX had reversed a damage claim against me that was previously resolved. This damage, a scratch to the front bumper, was not caused by me. I had never been walked through the car before or after the rental to inspect or acknowledge any damage, a detail I also explicitly stated in my dispute. 

On XX/XX/XXXX, the dispute was closed again by Capital One. I then called Capital One, and the representative told me that if I could provide the following : 1. A statement confirming no walkthrough was conducted before or after the rental, 2. Proof that the damage claim had been resolved, and 3. Proof that XXXX had promised a refund, then the dispute could be reopened and potentially resolved in my favor. 

At that point, I had already provided the first two items. I went further and called XXXX again on XX/XX/XXXX. I spoke to a representative who confirmed a refund of {$380.00} would be processed and received by XX/XX/XXXX. When the refund never appeared, I followed up with XXXX on XX/XX/XXXX and was told by a different agent that a different refund amount, {$310.00} had been processed but was rejected by the bank. 

I then called Capital One again on XX/XX/XXXX and submitted typed call transcripts from my conversations with XXXX from XX/XX/XXXX and XX/XX/XXXX, per Capital Ones own request. Despite meeting all of their stated requirements and submitting direct proof that XXXX promised and acknowledged a refund, Capital One denied my dispute again on XX/XX/XXXX. 

Finally, on XX/XX/XXXX, I called Capital One and spoke with another representative who reviewed the case. He confirmed : Capital One does not reject merchant refunds, even during a dispute ; The merchant is capable of issuing a refund at any time and that the money had already been returned to their account ; If XXXX was unwilling to refund via card, I should ask them to issue a check instead. 

This entire process has been deeply frustrating. I relied on Capital Ones cardholder protections and travel program in good faith, but despite my comprehensive documentation, including emails, call logs, and transcripts, Capital One has repeatedly sided with the merchant and closed the case without proper consideration.

Company response to consumer: Closed with explanation