Consumer complaint received 2021-11-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
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:
RE : CREDIT CARD DISPUTE CASE # XXXX Capital One Card Center, XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear Sir/Madam : On XX/XX/2021, XXXX, a capital region of the XXXX was originally placed in a 2-week total lockdown due to rising cases of delta variant. At that time, various check points were placed at different locations to restrict peoples movement. In the subdivision where I reside, residents were confined only within its boundaries. In addition, curfews from XXXX XXXX  to XXXX XXXX  were strictly enforced throughout XXXX XXXX. There was simply no place to go. 

On XX/XX/2021, thinking that the lockdown will end on XX/XX/2021, I made a room reservation at XXXX XXXX located in XXXX through a booking company XXXX. The reservation is for XX/XX/2021 with free cancellation until XXXX XX/XX/2021 at XXXX XXXX. 

Notwithstanding, the lockdown did not terminate on the date it supposed to end rather it was extended for another 2 weeks and later extended until XX/XX/2021. Thus, XXXX was in lockdown from XX/XX/2021 to XX/XX/2021 where hotels were closed to the general public. 

On XX/XX/2021, I received an email ( enclosed ) from XXXX XXXX informing me that the hotel is still temporarily closed for leisure staycations. At that point, our movement is still severely restricted. Since the email stated that the hotel can assists me in cancelling my reservation, I called the hotel conveying my desire to cancel and ask that the charge made on my credit card be reversed. To my surprise, the hotel reneged on their promise and instead advised me to call XXXX. I then went to my booking confirmation with XXXX in an attempt to cancel, but XXXX website did not provide any means of cancelling my reservation. The Manage Booking on their website where I can change or cancel such booking was blocked. XXXX did not list any email address, chat room or local telephone number where I can contact them. Leaving without any recourse, I contacted Capital One, my credit card company, on XX/XX/2021, and disputed the credit card charge in the amount of {$170.00}. The dispute happened a day before, which is XX/XX/2021, when my free cancellation is set to expire. 

XXXX committed unfair and deceptive business practices in falsely providing free booking cancellation while intentionally omitting any means for that cancellation to come into fruition. XXXX XXXX is equally guilty of the same unfair dealing when it reneged in offering assistance to reverse the credit card charge knowing fully well the hotels impossibility to render hotel room service during the lockdown where hotels were ordered closed to the general public. Lastly, Capital One who initially reversed the charge on my credit card that was made within the free cancellation period has now reapplied such charge to my account. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX Email : XXXX XXXX

Company response to consumer: Closed with monetary relief