Consumer complaint received 2020-08-27
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:
This is in regard to the mishandling of a dispute that I have on file with my Capital One credit card. On XX/XX/XXXX I made a {$480.00} hotel reservation on the XXXX XXXX  site. The cancellation policy stated that cancellation after XX/XX/2020 and before XX/XX/2020 would be charged a {$49.00} processing fee, but cancellations after XX/XX/2020 are non-refundable. On XX/XX/2020 I cancelled the reservation through XXXX  because I could not get in contact with Cancellon which was the company that made the actual reservation as a contractor through XXXX  due to Cancellon  's going out of business due to COVID-19 hardships. On XX/XX/XXXX Trivago informed me by email to dispute the Cancellon charge in order to receive a refund since Cancellon was no longer in business. That is what I did and disputed the charge through Capital One. XX/XX/XXXX falls within the {$49.00} fee for cancellation so I expected not to be refunded that amount, but to receive through the dispute process the remainder of the funds. 

Capital One credited my account on XX/XX/XXXX but then reapplied the charge and explained in a letter dated XX/XX/XXXX that I could continue the dispute by sending a detailed letter with supporting information by XX/XX/2020. I faxed my letter and supporting documentation on XX/XX/XXXX. Capital One 's letter stated they would respond within 15 business days. I waited past the 15 days to contact them, but called in XXXX to ask for an update. The customer service representative said that it was still being researched. I asked again about progress today, XX/XX/2020 and was transferred from the CSR to a supervisor then to someone else and she did not make any sense. 

First, this person told me that I needed to show a copy of a receipt proving that I paid the {$49.00} fee, but I explained that the fee would come from the original amount, then she said that I no amount would be refunded due to some government protection of hotels due to COVID losses. At that I told her that I had been scammed because that is not my fault. The original agreement should be binding no matter what happens to the economy. Then she said that I agreed to a no cancellation policy and would not be refunded. The cancellation policy was non-refundable AFTER XX/XX/XXXX, but I cancelled on XX/XX/XXXX so that does not apply and still am owed a refund of {$430.00} due to owing the {$49.00} cancellation fee. 

I was not pleased that the Capital One representative kept changing her rationalization of why I was not eligible for a refund. I am rightfully owed this amount and ended the call by informing her that I would seek assistance through a governmental entity because this is fraud and I will also seek legal assistance before closing my account with Capital One. I am not only disappointed with Capital One for not being able to correctly understand the language of a contract, but I am also disappointed with XXXX for not protecting customers who think that they provide direct services and leave their customers open to predatory practices of their contractors.

Company response to consumer: Closed with monetary relief