Consumer complaint received 2022-09-16
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:
I was in XXXX from XXXX XXXX XXXX. I had booked a room at XXXX near XXXX and when we arrived at XXXX XX/XX/XXXX due to a flight delay our room had been resold. I called around to many hotels, all of which were booked up for the night. I called XXXX XXXX around XXXX XX/XX/XXXX and requested a room for XXXX XXXX with immediate check in. I was told by a XXXX XXXX representative that this was available and I booked and paid via phone for {$270.00}. When we arrived at the XXXX at XXXX XX/XX/XXXX, I was told our booking was made for XXXX XXXX with XXXX check in time. Due to this we had to leave the XXXX and stay at XXXX by XXXX and checked in around XXXX and paid {$230.00}. Our flight left XX/XX/XXXX at XXXX thus I would never have booked a room for XXXX XXXX. The XXXX XXXX booking was made at XXXX XX/XX/XXXX. I also contacted XXXX XXXX informing them of their mistake and they did not accept responsibility for their mistake and would not issue a refund. I emailed them back stating I would reach out to my credit card company and they did not respond. I also called them and again on the phone they stated they would not refund me. 

I did not stay at the XXXX and the booking was made by XXXX XXXX NOT BY ME for the incorrect date and I did not stay at the XXXX XXXX XXXX because I was no longer in XXXX 

The above information was what I submitted to my credit card company, in addition to proof in the form of screen shots of my flight information, booking at another hotel, a letter stating all of this, the booking form from XXXX XXXX for the incorrect date, that are attached. This scam booking company - XXXX XXXX - I was fraudulently charged for ultimately got away with it. I disputed the charge with capital one 3 times, each time they put the charge back on my card stating that XXXX XXXX could prove I stayed at the XXXX, even though this is not true. I finally talked to someone from Capital One who stated they could not pull the charge back because there is no proof I booked the room over the phone. Basically because I booked via phone and the XXXX XXXX employee knowingly booked for the wrong date, and they have a no cancellation policy, they got away with fraudulently booking my room for the wrong date. Capital One asked for a recording of the conversation, as if I would have thought to record something like that. I said " Even though this company clearly scammed me on the phone you can not fight back for me? '' Capital one employees XXXX and XXXX said no, without documented proof that you didn't make the booking we can not reverse the charge. So because the fraud happened via phone, I was not protected. After I realized I was no longer protected by my credit card company against fraud, I asked to please pay off my credit card and cancel it and they said they could not do that because they were having a computer glitch. Capital One does not protect their customers against fraud!

Company response to consumer: Closed with monetary relief