Consumer complaint received 2017-10-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
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 Capital One -Case # XXXX I disputed the charge and provided all information to the rep on XXXX/XXXX/XXXX with Captial One. 
I booked a room with XXXX XXXX on XXXX/XXXX/XXXX. Schedule for dates XXXX for a XXXX XXXX Trip. It is also correct that they took a portion of the deposit early which was agreed. 

It is also correct that I called them on XXXX and spoke with the hotel along w an agent of theirs who advised me since I was paying in cash I didnt need the card. 

So upon departing from XXXX I did not bring the card. We arrived to check in and they needed the card. I offered the hotel the following options all of which they declined. I also spoke with the person who advised me of the information he said he told the agent on the phone to tell me to bring the card, well the XXXX XXXX agent did not. 

*Allow me to pay the remaining balance and deposit in cash They said I could but it would cost the initial deposit + the new room costing {$900.00} * Allow Capital One to verify the whole number via the phone with you They said no stating due to security cameras the security team must see the physical card leave my hand and go to the clerks hand at the counter *Allow me to verify the last 4 digits of the card, along with my ss # and ID to prove it is me -declined This was advised to me by the manager on duty at the time who was a female. Who refused to give her name, or employee id. The dispute between us was very argumentative on both sides and she said she didnt like my attitude and refused to give me the room at all under no circumstances. 
I asked them did they not have a work around or policy for these situations as I am sure this has happened before? They advised me they did not have one in place nor did they want to think of other options for me. I pleaded with the female manager and explained to her to please allow us to stay we would pay as I was XXXX + miles away from home and had a XXXX girl. We would have nowhere to stay. 

I then immediately asked for my money back they refused. She did say she would reverse the charge but due to the weekend it would come off until Monday. However, all monies would be refunded since I was REFUSED service. Now to find out the use this excuse and again not stand by their word or have any empathy for their customers, using a 72 hr cancellation excuse. 

Upon arriving there were multiple fights outside and the carpet was dirty. Had I had battery life on my phone I would have videotaped the entire incident. However, I do realize a deadline has been missed. However, I gave all this information to you that day online with the Capital One agent. That fact you requested something in writing I hope is not a reason you would want me to pay a {$260.00} charge for a rude, dirty, establishment that refused my services. If you do not reverse this I will file a dispute with the Better Business bureau, and Financial bureau against all parties. This has cost an over fee balance and now impacted my credit. 

Capital One, is stating I missed my timeline for filing a second response to their dispute. So, complaint is with XXXX XXXX as I would like my money back. They refused services to me, I did not stay there, and they promised my money would be released. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX

Company response to consumer: Closed with explanation