Consumer complaint received 2023-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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:
On XX/XX/2023, I made a hotel reservation at XXXX on the XXXX XXXX XXXX XXXX, FL for {$790.00} through the app XXXX. During the booking and payment, I was aware of their no-cancellation policy. However, what I was NOT made aware of by the merchant was that they would right afterwards ask for an additional {$250.00} deposit as well as to upload the front and back of my photo ID and my credit card as well as a picture of myself ( this is the link they sent to me via text to complete this : XXXX XXXX XXXX? XXXX ). Seeing as this was not a hotel with a well-known reputation, I was suspicious of fraud. I contacted XXXX  and the merchant to try and cancel my reservation. They would not let me due to the no-cancellation policy. I then called my credit card company, Capital One, to see if I could have them void the charge. They told me that the charge was pending, so it could not be changed yet, but that I was okay to book a new hotel and that I should call after the charge clears/is no longer pending and they would take care of the charge. I followed their instructions. 

After the charge cleared, I contacted Capital One and they said that I needed to create a fraud dispute with the merchant. I went ahead and did so as they instructed. On XX/XX/2023, Capital One sent me a letter saying that the merchant had provided a " confirmation showing no cancellation per policy was received. '' They asked me to fax/mail them some information regarding their cancellation policies and the sale itself which I did. They then mailed me back on XX/XX/2023, telling me that my response failed to validate my dispute and they could no longer assist me. I called them on the evening of XX/XX/2023, telling them about the issue. I emphasized that, first, Capital One was the one who had advised me to book another hotel with the insurance that they would be able to void the charge for me at a later time once the charge had cleared and that, second, the merchant did not advise me of their extra {$250.00} deposit, front/back of the photo ID, and front/back of my credit card at the time of the sale, only after the sale had been completed. To this, they were not very helpful and kept repeating that the only thing that I can do at this point was to provide them additional information, proof of return/cancellation, the invoice/sales receipt, response to merchant 's documentation, and a second opinion from another similar merchant ( in this case, a hotel ) stating that the original merchant is wrong and that I am eligible for compensation. However, they told me on the evening of XX/XX/XXXX that this would all be due on XX/XX/XXXX. After XX/XX/XXXX, they would not be able to assist me further. I thought that this was ridiculous, given that they are telling me to supply all of this information and contact a hotel ( while I am a XXXX  and have lots of work and responsibilities besides this during normal work hours ) to successfully receive a second opinion within 5 days. They are also partially RESPONSIBLE for my actions in booking another hotel, insuring me that I would be able to receive my money back from this charge at a later time. I am contacting the CFPB to assist me in this inequity. Attached below, are letters from Capital One, the hotel listing on XXXX ( where you can clearly see that there is nowhere showing a {$250.00} deposit fee or information that I would need to send photographs of myself, my credit card, and photo ID ), and the invoice from XXXX. I have blurred out the name, address, and case number from each photograph. Thank you so much.

Company response to consumer: Closed with explanation