Consumer complaint received 2023-05-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN
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: Card was charged for something you did not purchase with the card

Complaint:
XXXX through XXXX : Stayed at the XXXX XXXX for XXXX nights ( XXXX night was a personal night, other XXXX nights were for a conference at a different rate so had to book the XXXX nights separately ) XXXX : Received my itemized bill from XXXX XXXX  ( attached ). Included in the bill was a {$150.00} charge dated XXXX, XXXX days after I checked out. I called the hotel right away to get more information. Was told this was a charge for XXXX of the on-property restaurants. I did not eat at this restaurant or order anything from it during my stay. The hotel agreed the charge was not authorized by me, promised to refund the {$150.00}, and gave me a ticket number ( XXXX ). 

XXXX : Called Capital One since I had not received the refund and inquired about the dispute process. Capital One told me to wait until at least the XXXX to see if it posts and if not to call back and file the dispute. 

XXXX : Called Capital One back and filed the dispute as no refund had been posted. XXXX credit was promised ( which I did receive ). 

XXXX : Received an update from Capital One ( attached ) stating that they'd received documentation from the merchant about the transaction, would be reversing the credit, and closing my dispute. I called Capital One to get more information. Capital One provided the documentation from the merchant ( which included an itemized bill from the restaurant purchase ). From the restaurant receipt I was able to confirm the transaction was from the evening of XX/XX/XXXX, 2 days after I'd checked out of the hotel. Capital One provided a link for me to upload additional dispute documentation. I submitted a response letter ( attached ), my original receipt from XXXX Palms ( attached ), the receipt from XXXX showing the transaction was XXXX  days after I'd left the hotel ( attached ), my XXXX XXXX from XXXX showing I was back in Tennessee the night of the transaction ( attached ), and a credit card statement showing where I actually ate on the XXXX ( attached ; I used my XXXX card at this restaurant, not my Capital One card, but providing as much evidence as possible in good faith ). I've also attached the receipt for uploading these documents. Later this evening I received an additional letter from Capital One ( attached ) saying they are unable to assist me with my claim and consider my case closed. At this point, frustrated with the lack of help from Capital One, I began filling out this complaint and called Capital One to try XXXX last time to get them to help me with this dispute. I spoke with XXXX who attempted to be very helpful, and was very civil and polite throughout the conversation, but ultimately was unable to resolve my dispute further. Capital One continued to request additional information from me, but there is nothing further for me to provide. I was asked to provide a " refund XXXX '' which is not something I've heard of before, let alone received from the merchant, and ( in the context of all the already-provided documentation ) is not something I believe Capital One should be demanding from me. Capital One refused to budge further ; I notified them my next step would be to file this complaint instead and go from there. 

I have also attached " A_Message_from_Capital_One.pdf '' which is the XXXX pages of documentation they received from XXXX XXXX  and provided to me upon request today.

Company response to consumer: Closed with explanation