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Report: #284129

Complaint Review: Capital One - Richmond Virginia

  • Submitted:
  • Updated:
  • Reported By: Las Vegas Nevada
  • Capital One www.capitalone.com Richmond, Virginia U.S.A.

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I paid Capital One a little over $3,000 to book a 10-day vacation to Iceland. I paid off the this charge immediately, so that they could not charge me any interest. This was for a package deal which included airfare, hotel, and rent-a-car. Seven weeks after I return home I am again charged $141 from the rent-a-car agency, even though it was included in the above package. The contract called for unlimited mileage and basic insurance. I returned the car with a full tank of gas and they informed everything looked good and there were no damages to the vehicle.

I disputed the charges with Capital One and they sent me a letter stating they would credit my account for the $141 while they investigate the matter.
Then out of the clear blue sky, I get a statement balance in the mail stating that my bill is overdue and tack on a late fee and interest.

I phoned Capital One's dispute office to complain. Now here's the part that really sucks: the dispute agent told me that when a customer makes a dispute against a merchant, the dispute must be closed within 45 days, and that the merchant may take up to 44 days to respond, leaving the consumer with only ONE DAY to counter the merchant's response. After that the matter is closed, even if you have tons of documentation to support your side. She says "that's the law" and she can't do anything about it.

If in fact that is a law, I can just imagine some lobbyist for the credit card companies giving free trips, cruises, campaign donations, etc to lawmakers to pass anti-consumer "laws" such as this. Like another person suggested to the RipOff report, avoid Capital One at all costs!

John
Las Vegas, Nevada
U.S.A.

This report was posted on Ripoff Report on 11/10/2007 06:11 PM and is a permanent record located here: https://www.ripoffreport.com/reports/capital-one/richmond-virginia-23285/capital-one-allows-merchant-to-double-bill-me-then-charges-me-late-fee-informs-me-all-di-284129. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#6 Author of original report

I have since closed the account with Capital One

AUTHOR: John - (U.S.A.)

POSTED: Saturday, January 05, 2008
I am sure that there are those like the above reader who would like me (and others) to believe that all banks follow the same procedures. This has not been my experience. I have made two disputed charges to Capital One in 10+ years with them. Both were ruled in favor of the merchant. I have had ZERO disputes with any of my other banks. After the original dispute in 2005, Capital One raised my finance charge on my VISA and also tacked on an annual fee that was not there the previous 8+ years. All this on an account with zero balance, no late charges or over-limit charges. It's all a moot point now. I have closed the account and they have lost a customer of 10+ years and will not be receiving the annual fee that would have become due next month. There is absolutely no benefit in having an account with Capital One.
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#5 Author of original report

I have since closed the account with Capital One

AUTHOR: John - (U.S.A.)

POSTED: Saturday, January 05, 2008
I am sure that there are those like the above reader who would like me (and others) to believe that all banks follow the same procedures. This has not been my experience. I have made two disputed charges to Capital One in 10+ years with them. Both were ruled in favor of the merchant. I have had ZERO disputes with any of my other banks. After the original dispute in 2005, Capital One raised my finance charge on my VISA and also tacked on an annual fee that was not there the previous 8+ years. All this on an account with zero balance, no late charges or over-limit charges. It's all a moot point now. I have closed the account and they have lost a customer of 10+ years and will not be receiving the annual fee that would have become due next month. There is absolutely no benefit in having an account with Capital One.
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#4 Author of original report

I have since closed the account with Capital One

AUTHOR: John - (U.S.A.)

POSTED: Saturday, January 05, 2008
I am sure that there are those like the above reader who would like me (and others) to believe that all banks follow the same procedures. This has not been my experience. I have made two disputed charges to Capital One in 10+ years with them. Both were ruled in favor of the merchant. I have had ZERO disputes with any of my other banks. After the original dispute in 2005, Capital One raised my finance charge on my VISA and also tacked on an annual fee that was not there the previous 8+ years. All this on an account with zero balance, no late charges or over-limit charges. It's all a moot point now. I have closed the account and they have lost a customer of 10+ years and will not be receiving the annual fee that would have become due next month. There is absolutely no benefit in having an account with Capital One.
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#3 Consumer Suggestion

Capital One did not double bill you.

AUTHOR: Dennis - (U.S.A.)

POSTED: Saturday, January 05, 2008
This is not the fault of Capital One. Capital One did not double bill you, the car rental agency did. It is very likely that the Car rental company found some reason to ding you another $100.00+ and pushed the charge through.
Your bank is there to dispute fraudulent charges on your behalf... This was most likely not a truly fraudulent charge on your account. I am sure that the company was able to produce a pre-authorization or contract that you signed when you rented the car that would allow them to debit your card in the case of damage or anything else they wanted to for that matter.

It really doesn't matter if a Capital One rep can't get their timelines straight, the company claims that the second charge they put through your account was a legitimate charge that you had provided authorization for... Capital One or ANY other credit card company for that matter has their hands tied.
You need to take up the issue with the merchant.
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#2 Author of original report

bogus "law"

AUTHOR: John - (U.S.A.)

POSTED: Saturday, November 10, 2007
The consumer should have an equal amount of time to dispute a charge as the merchant does. If they take 30 days, I get 30 days, etc. Your stupid comment does not address them telling me they are investigating my dispute and then giving me a late charge without ever informing me of their results. Every representative of Crapital One that I spoke with gives me a different story of how long the merchant has to respond.

First it was 30 days, then it was 45 days, then its 90 days. They can't even get their story straight. Don't they have an employee handbook or do they just make up any number that comes into their head? As for the merchant, I have requested a copy of the contract before contacting them further.

Regardless, they have no right to double bill me. Go ahead John, act smug in your bureaucratic brown-nosing ways. I'll have the last laugh, I guarantee you.
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#1 Consumer Comment

Exactly how is any of this the credit cards fault?

AUTHOR: John - (U.S.A.)

POSTED: Saturday, November 10, 2007
Why are you disputing with the credit card and not who is actually double charging you?

You also say:
"the dispute agent told me that when a customer makes a dispute against a merchant, the dispute must be closed within 45 days, and that the merchant may take up to 44 days to respond, leaving the consumer with only ONE DAY to counter the merchant's response."

And what is to stop a merchant from waiting until day 89 of a 90 day refute period, day 119 of a 120 refute period, day 149 of a 150 day refute period, day 364 of a 365 day refute period?
Would all these be the credit cards fault also?
Your complaint as a whole belongs against the merchant and YOU should be going after them.
You are lazy and using the bank to do your leg work for you.

You clearly went on the trip so why would they question any charges from it? If you hadn't taken the trip and these charges showed up, then you could expect the bank to do the work.
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