Consumer complaint received 2023-06-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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 originally scheduled to stay at XXXX XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX and XXXX XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX for my honeymoon with my wife in XXXX XXXX XXXX. These bookings were made on Capital One travel. On XX/XX/XXXX we drove to XXXX XXXX and when we got there we were told that all bookings were cancelled weeks ago and refunded due to a sewage issue. I never received any email or refund for the room beforehand. Capital One never informed me or refunded me for this reservation beforehand. 

We drove hours out of our way only to find out that the only open rooms were at the XXXX XXXX XXXX, which was another 2 hours on the other side of the park. The woman at the XXXX XXXX XXXX XXXX check in desk was a XXXX female in her late twenties who told me that they would write in a note to XXXX, since I booked through them, to refund me for the XXXX XXXX XXXX reservation and for the original XXXX XXXX XXXX reservation. I wasn't able to check into my original XXXX XXXX XXXX room since that wing wasn't open for the season until XX/XX/XXXX. I was told they would book me for 4 nights in room XXXX at the XXXX XXXX XXXX so that I wouldn't be inconvenienced further by having to move rooms. I was assured I would be refunded for both my original reservations and told to call Capital One Travel. This conversation with hotel staff was around XXXX XXXX. 

I spoke with Capital One Travel at XXXX MST and the male agent reassured me I would be refunded for both bookings after I told him what happened and it would be in my account by Monday XX/XX/XXXX. 

We had to check in at the XXXX XXXX XXXX XXXX and I again spoke to the staff there about this issue and they again assured me that I would be refunded for the original 2 bookings. I spoke to a short haired woman and an older woman with glasses who was originally from Florida and they both said I would be refunded for those original bookings since I paid {$1600.00} for this new 4 night stay in room XXXX. This conversation was during my check in XXXX MST. 

I spoke to another older woman on XX/XX/XXXX at XXXX XXXX XXXX XXXX  check in desk for reassurance. She took a XXXX  of her computer screen on my phone behind check in to show the note she left for XXXX to refund me for the XXXX bookings just in case there was any issue. 

My wife and I spent XXXX to XXXX at XXXX XXXX XXXX XXXX, in the room we were told would replace the previous 2 bookings I had made due to the inconvenience. I checked in on this issue multiple days, with multiple staff members and was assured multiple times there would be no issue. The note was created on XX/XX/XXXX at XXXX MST. XXXX was taken at XXXX XX/XX/XXXX. It reads " Guest is staying in XXXX checking in XXXX checking out on XXXX. Please refund XXXX reservation due to miscommunication in XXXX closing - XXXX '' I have spoken to XXXX, XXXX customer service, and Capital One Travel multiple times. I had to pursue and call 3 times over 3 weeks before I got the refund for my XXXX XXXX reservation. I still have not received my {$790.00} refund for my original XXXX XXXX XXXX reservation despite their staff and Capital One assuring me I would. I spoke to Capital One Travel on XX/XX/XXXX XXXX EST for an hour and 9 minutes. The female agent told me that the hotel staff saw the note left and agreed to refund me my {$790.00}. She said to call back Wednesday XXXX for their accounts to process it. 

I called back today at XXXX EST and another female agent told me that my refund was denied again. The agent was very rude and completely dismissed the fact that I had been on the phone for over an hour last Saturday and that they had approved my refund then. I have spoken to Capital One Travel on the phone multiple times on the phone since my stay back in XXXX. Each time they have started by telling me I wasn't eligible for a refund despite the fact that I never checked in or stayed at that original reservation, the fact that I was assured I would be refunded for that initial {$790.00} by both XXXX staff and Capital One, and the fact that they just told me I was approved for the refund due to them seeing the note left in XXXX XXXX XXXX XXXX system and the XXXX  I have. 

Every time I speak to Capital One they keep me on hold for hours and try to tell me that my reasoning wasn't clear or make up some other reason for why I am not eligible, but then when I tell them that I was assured by their staff and by XXXXXXXX XXXX staff and that I have proof on my phone of the note they tell me I am eligible for a refund, but I need to call back in a few days. I call back and they tell me that I am not eligible all over again. All of the calls should be recorded so they should be able to go back and listen to them when I was told I would be refunded on XX/XX/XXXX XXXX EST. They said their hotel partner sent over the paperwork to be signed off on, but now they tell me I am not being refunded. 

This entire experience has been horrible for me and my family. This was my wife and I 's first honeymoon and we have had this entire ordeal drawn out by Capital One Travel. There has been so much deception on their end and it has caused a great deal of XXXX on my family. I literally had a XXXX XXXX on the phone today while the agent was talking to me as if I was lying and demanding I give her names of employees despite me telling her the employee 's ID and code on the XXXX  of the note. I have never dealt with such dishonesty in my life from a company. 

I hope that this report can do some good and help others who may be taken advantage of. I hope that I can get the {$790.00} refunded back to my account and I can finally put this behind me. 

I spoke to their XXXX XXXX XXXX number on XXXX XXXX XXXX XXXX  and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX

Company response to consumer: Closed with monetary relief