Consumer complaint received 2021-05-28
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:
Capital One fails to fairly investigate disputes filed with them. By failing to investigate disputes filed with them over purchases, Capital One is breaching its own agreement to its card holders. Time and time again, Capital One has failed to fully and fairly investigate claims, and has ruled in favor of the business when the business has submitted no proof, or the business has lied. Credit Cards are suppose to offer some protection to the holder over a Debit Card. But with Capital One - whether services are paid for and never rendered, or the product not delivered as promised, Capital One allows the business to keep the money. 

I first filed a dispute after booking a hotel room two years ago. I made it to the room and found it uninhabitable and nothing like the pictures. The cabinets were peeling and hanging off the hinges, the room had roaches, dark smudges on the wall, filthy, heavily soiled, black carpet, and a bed that was broken. Capital one did not care. They refused to refund me. I offered to send Capital One pictures of the room and they refused to even consider them and the Capital One Dispute agent I spoke to was condescending, dismissive and rude. After I posted the room pictures publicly the hotel decided to refund me. If I had to rely on Capital One it would have allowed the hotel to keep my money. Now Capital One refuses to refund me for a XXXX XXXX trip I never took. XXXX XXXX pointed to its 'no refund ' policy when it responded to Capital One. However, XXXX XXXX does refund ( thereby breaching and nullifying its own terms and conditions ) and offered me a refund IF I sent them my Medical records. This was not in their policy. 

XXXX XXXX in multiple responses on the XXXX XXXX  website has been offering customers refunds IF they will forward Medical Records or other highly personal information which is NOT in their terms and conditions. I really don't know where to begin with this. Not only does XXXX XXXX breach their own policy on refunds they have made up entirely new policies that are not in their terms and conditions and that they failed to properly advise customers of - which is sending in medical records etc to be refunded. 

I am filing the complaint now because of a transaction totaling {$57.00} with XXXX XXXX about two months ago. I booked the trip online because I could not find a rental. A few minutes after booking the trip I was able to book a rental. I could not reach XXXX XXXX because they were closed. As soon as they opened, I called them and explained to them I needed to cancel the trip XXXX XXXX demanded I send medical records to have my money refunded. I was shocked so I refused. XXXX XXXX then demanded I send my XXXX 's obituary because my stepfather had just died unexpectantly while in XXXX. I refused. No where in their policy did it state to get a refund one would have to send medical records or other personal information. 

I filed a dispute with Capital One. Capital One allowed XXXX XXXX to take forever to respond. When XXXX XXXX finally responded, XXXX XXXX pointed to its no refund policy. However, XXXX XXXX lied. Again, XXXX XXXX does refund. XXXX XXXX demanded I Send over my personal medical records and or an obituary to them to get a refund. I refused. There's no telling who will be handling this info and my medical records are highly sensitive. After I filed a complaint with the XXXX XXXX XXXX XXXX XXXX wrote in once more demanding I send personal documentation to refund my money. Several other people had also publicly filed complaints and XXXX XXXX demanded their medical records and they were refunded once the records were sent. 

Capital One was wrong to refuse to refund me because of a 'no refund ' policy XXXX XXXX doesn't even follow. XXXX XXXX has breached its own agreement. And I never took the trip. There is no reason Capital One should have allowed XXXX XXXX to keep my money. Also, it is nowhere in XXXX XXXX terms and conditions that people have to send Medical Records and other personal documents to be refunded. Yet XXXX XXXX is demanding this. 

Capital One is not fairly arbitrating disputes at all. Capital One customers have no protection with their credit cards because Capital One will rule in favor of the Business regardless of merits or proof. 

I give the CFPB permission to post this complaint publicly.

Company response to consumer: Closed with explanation