Consumer complaint received 2021-12-13
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:
I made a hotel reservation through XXXX for XX/XX/XXXX through XX/XX/XXXX at XXXX XXXX XXXX in XXXX, XXXX. The charge was made on my Capital One Credit Card for the amount of {$880.00} on XX/XX/XXXX. The confirmation email stated a description of the room I reserved as a Master Suite with a separate dining area and a balcony with great views. The room the hotel wanted us to stay in did not have a separate dining area or a balcony and the view was of the side of a building. They also wanted us to pay the same price for the lesser room. After numerous attempts on XX/XX/XXXX to resolve the issue with XXXX and the hotel we were told that was the room available for us. Since it did not meet the description in our confirmation email, did not meet my needs and no attempt to make things right by adjusting the price of the room or by any other means were made, I found the situation unacceptable and we left and went to another hotel. On XX/XX/XXXX or there about I filed a chargeback with Capital One. They told me over the phone to submit a form and any documentation I had to prove my case. They also sent me a letter on XX/XX/XXXX stating if I had any of the following documents to provide those : All receipts, contracts, or work orders related to the disputed charge A copy of the merchant 's refund or cancellation policy Any refund notices or refund vouchers issued by the merchant A second opinion supporting your position from a similar merchant, on company letterhead and preferably signed by the person who provided the opinion. The letter should state why the original merchant did incorrectly, and include the cost to fix the problem ( if applicable ). The signed and dated proof of return, such as shipment tracking slip. 
I sent them via fax the form along with a letter from me explaining the situation, the confirmation email, pictures of the room we were expected to accept. On XXXX Capital One advised me they had reversed the charge and were contacting XXXX  for a response. On XX/XX/XXXX Capital One advised me XXXX  stated I received the goods as described and in good condition so they were again charging my credit card for {$850.00}. They did not state nor am I aware of what documentation they provided to prove their claim. I am not sure why the change in the charge and Capital One was not able to answer the question except that maybe it had to do with the exchange rate. The letter also stated if I wanted to continue my chargeback to resubmit all of the documentation I previously submitted and a letter responding to XXXX XXXX  response. This went back and forth for several letters and finally Capital One advised me they were declining my dispute due to me not providing the requested information needed to validate my claim. In the last 6 letters from Capital One they never state what documentation I need to submit. The only document I did not provide was a second opinion from another hotel. This document is not a required document but in fact an optional document by Mastercard chargeback rules. In my last 2 conversations with Capital One on XX/XX/XXXX and XX/XX/XXXX I was advised the reason they declined my chargeback was due to not proving I stayed in another hotel, which in fact I provided them with a copy of my receipt for the XXXX XXXX for the same nights and in the same city. This document is also not a required document as per Mastercard rules. In addition, they advised me they also declined the chargeback because XXXX offered a 10 % voucher for a future stay in a hotel amounting to about {$85.00}. This offer came several weeks after we returned from our trip and not while we were trying to resolve the issue. I have researched the Mastercard rules for a chargeback on this issue and we have met all of the requirements for the chargeback and have filed all of the required documentation and more within the required timelines. This was probably after the deadline, which Capital One did not advise me of, I provided an email from the Hotel stating they do not have a room with a separate dining area. That documentation is not required, and not requested but helpful to prove my case that the room was not as described. I have asked Capital One on numerous occasions for a letter stating exactly what documentation I need which they refused and said they were not able to do so. I am attaching all of the appropriate documentation.

Company response to consumer: Closed with monetary relief