Consumer complaint received 2023-07-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I filed a dispute with capital one regarding a charge of {$530.00} with a company called XXXX. 

The disputed transaction is related to a 2-night hotel stay at the XXXX XXXX XXXX XXXX XXXX which I reserved through XXXX. Unfortunately, upon arrival at the hotel on XX/XX/2023, it became evident that the booking was not honored and I was unable to check-in for the second night of my stay. This directly contradicts the reservation I made and the payment I made in good faith. Due to this I had to book a second hotel, with my own money and pay for transportation to the new hotel. 

To resolve the issue, I immediately contacted XXXX  and was assured by their customer service representatives on numerous occasions that I would receive a refund, given the fact that I did not receive the service I paid ( 2 full nights stay at the hotel ), normally they have a " no refund policy '', however as I did not get the service I had paid for they were going to refund me the funds. The XXXX company claimed to try to contact with the XXXX XXXX XXXX XXXX to resolve the matter and confirm what had happened. I called XXXX multiple times and they repeatedly kept telling me they " were having issues reaching the hotel ''. They assured me they would refund me my money once they confirmed with the hotel that the funds were going to be refunded to XXXX, so they could then refund them to me. 

I then called the XXXX XXXX XXXX XXXX myself and was easily able to speak with someone. They confirmed that the hotel had been in contact with XXXX and that they had already confirmed with them that they had refunded the money to XXXX so that it could be refunded from me. After revealing this to XXXX they stopped communicating with me. 

At this point I filed a chargeback for the {$530.00} I had paid XXXX  with capital one on the terms of not receiving the product/service ( 2 night stay at hotel ) that I had paid for, this caused a huge disruption in my trip and also I had to book an additional hotel using my own funds.

Capital one then opened a dispute and sided with XXXX  I appealed this and provided them with the information to support my claim. The information they requested was the following : please send us a signed and dated letter that includes your case number, the merchant 's name, the date of the transaction, and the disputed amount by XX/XX/2023. Please also provide the following information in your letter : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant.

I in turn sent them the following documentation to support my claim 1. Emails exchanged between myself and XXXX where they confirmed their intention to refund my payment, acknowledging their failure to provide the booked service. 
XXXX. An email from the XXXX XXXX XXXX XXXX, confirming to their communication with the merchant and confirming that I did not receive the complete 2-night hotel stay. IN ADDITION THEY CONFIRMED THAT THEY REFUNDED THE COST OF THE STAY BACK TO TRAVELUROHOTELS, THIS SHOULD HAVE BEEN AT LEAST REFUNDED TO ME BUT WAS NOT. TRAVELUROHOTELS KEPT THE MONEY!! 
XXXX. The original receipt from XXXX, clearly indicating a stay duration of XX/XX/2023, to XX/XX/2023, which they failed to fulfill. 
XXXX. A receipt from the XXXX XXXX XXXX XXXX, XXXX that my actual stay was only from XX/XX/2023, to XX/XX/2023, thereby necessitating an additional hotel booking. The receipt from the second hotel I had to book from XX/XX/2023, to XX/XX/2023, due to the incomplete service provided by XXXX. 

I then received a response from capital one stating the following : At that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. 


I sent capital one more than enough information to support my claim, and their response was that I did not send them anything that they asked for? This is a blatant lie. I was scammed out of {$530.00} of my hard earned money and capital one has been terrible. I have been a customer of theirs for many many years and they do not care about that. I should have the support of capital one as I tried to resolve the issue with the merchant directly but they were not cooperating. I was charged for a service I did not receive and have provided sufficient evidence to capital one, yet they fail to protect me as a consumer from unjust practices. 

CAPITAL ONE CASE NUMBER XXXX

Company response to consumer: Closed with explanation