Consumer complaint received 2021-03-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
Thursday, XX/XX/XXXX Reason : Case XXXX Charge amount : {$5300.00} Date of Charge : XX/XX/XXXX Merchant : XXXX XXXX XXXXXX/XX/XXXX I spent several hours on the phone booking a trip to XXXX XXXX XXXX XXXX They were unable to accommodate my XXXX XXXX request because the resort was not going to open until late XXXX. We booked it for XXXX XX/XX/XXXX. 

On XX/XX/XXXX, I received an email from XXXX stating that I was to contact them immediately because the resort was not going to open until XXXX XX/XX/XXXX. I was on the phone for several hours and the trip was rebooked for XX/XX/XXXX. 

On XX/XX/XXXX, I received another email stating that the resort opening was being postponed again until XX/XX/XXXX. I stated that we wanted a refund because we had to travel by the end of the year. They convinced me to rebook by offering {$880.00} in resort credit. We rebooked the trip of XX/XX/XXXX, again spending a few hours on the phone. 

On XX/XX/XXXX, I received another email specifying that a PCR XXXX test is required to travel and must be done within 5 days of travel. I researched the test that could be completed within the 5 days of travel. The XXXX  tourism board recommended the XXXX test. I purchased the test kits on XX/XX/XXXX at the cost of {$240.00} XXXX my expense ). 

On XX/XX/XXXX we took the tests via XXXX and sent the samples to XXXX by XXXX XXXX. On XX/XX/XXXX we received XXXX test results via email from XXXX. 

On XX/XX/XXXX, I called Capital One credit card services to discuss the cancellation options. I was told by your representative that I could cancel my trip and get a full refund because they did not open the resort in a reasonable time. 

On XX/XX/XXXX I called XXXX  to discuss the options. They told me that I must schedule my trip or it would be cancelled. I told them what Capital One said and they said you most rebook now and I said that was not possible. We had no symptoms of XXXX and taking another test in the future at another cost of {$240.00} was unreasonable, as we XXXX never test negative. Sandals stated that my reservation was cancelled and no refund would be made. 

On XX/XX/XXXX I called Capital One and discussed the situation with another representative and they said that there was no problem and they credited my card for {$5300.00}. 

On XX/XX/XXXX my card was rebilled for {$5300.00}. I called Capital One again and was told by a representative that the merchant disputed the chargeback and Capital One was mailing a letter on how I could file a written dispute which I received on XX/XX/XXXX. 

I did everything I was told to do and this letter substantiates my claim that I did not receive the services that I purchased. Please credit the amount of {$5300.00} to my card. 

I have attached my receipt for the purchase and a copy of my cancellation as requested. 

Thank you XXXX, XXXX XXXX XXXX

Company response to consumer: Closed with explanation