Consumer complaint received 2023-06-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VI
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:
Ref : Case # : XXXX Case # : XXXX Merchant : XXXX XXXX Merchant : XXXX XXXX Date of Transaction : XX/XX/XXXX Date of Transaction : XX/XX/XXXX Dispute Amount : {$1300.00} Dispute Amount : {$950.00} On XX/XX/XXXX, my family and I landed in XXXX for vacation with reservation at XXXX XXXX  from XX/XX/XXXX to XX/XX/XXXX. We were not happy with the room we were staying in so around XXXX that night my daughter and I called the XXXX XXXX XXXX number from their website and made 2 room reservation at the XXXX XXXX at XXXXXXXX  XXXX XXXX XXXX Florida . According to the reservation service representative my room, check in is XX/XX/XXXX checking out XX/XX/XXXX, cost was {$1200.00} confirmation number XXXX and second room for my daughter, check in is XX/XX/XXXX checking out XX/XX/XXXX cost was {$950.00}. Confirmation number XXXX XX/XX/XXXX, we went to the XXXX XXXX at XXXX XXXXXXXX in XXXX Florida early morning to verify confirmation of the reservations. According to the front desk clerk my room was not reserved but XXXX room was reserved. I showed the front desk clerk that I was being charged numerous charges on my credit card. As per the front desk if I wanted a room, I had to reserve it on the spot. After explaining what we had been thru the front desk clerk allowed us to check into our room early that morning. 

XX/XX/XXXX XXXX I called Capital One and let them know what was happening but at that time the charges were pending. I was told to wait until payments are processed. 
On XX/XX/XXXX I checked out early and I was charged {$1000.00}, XXXX  no. XXXX for my room. My daughter XXXX also checked out early, my credit card was charged {$57.00} for parking and tax fees but not for the room because it was already paid, folio no. XXXX, the front desk advised me to call Hotel reservation so that they can refund me the 1 night.

I never got an email confirming the reservation. The reservation service representative told us that if we cancel there would be a fee. I never cancelled ; the merchant failed to reserve my room. Please note page 20 the merchant dispute response to Capital One, the merchant submitted an invoice from XXXX XXXX by XXXX XXXX XXXX XXXX XXXX XXXX. I never stayed there! 

According to the merchant, because they received a charge-back from my credit card, due to this action they were not able to proceed with issuing a refund on their end. The merchant requested that I refer to my credit card company for any questions or concerns. 
Capital One response to this was that my timeframe had expired. 

I have attached everything I did to prove that this was a wrongful charge {$1300.00} for a reservation never reserved and {$100.00} for a day leaving early a total of {$1400.00}. I even went has far as to call the XXXX XXXX by XXXX XXXX XXXX XXXX XXXX XXXX. There is no record of any reservation in my name. All this information along with contact information was presented to both the merchant and Capital One.

Company response to consumer: Closed with explanation