Consumer complaint received 2021-02-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 would like to open a case regarding the following merchant : XXXX XXXX XXXX XXXX. Date of Transaction : XX/XX/2020. For an initial amount of {$780.00}. 

I made a reservation via XXXX for a reservation with this hotel for XXXX XXXX through XXXX XXXX ( file attached : Itinerary_ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I checked into this hotel the night of XX/XX/XXXX, approxiamtely at XXXX XXXX. Shortly after checking out, I went to the front desk and I left my keys with the front desk agent. I told him, that I will be checking out due to me feeling unsafe in the hotel. There were homeless, XXXX XXXX XXXX  and XXXX that was very evident. I was advised by the front desk staff that I needed to call XXXX to cancel the reservation because I made it directly with them. Also, the front desk attendant told me that he was waiving the one night room/tax penalty and apologized for the inconvenience. 

I got in my car and called XXXX to cancel the reservation and opened a case ( XXXX reference XXXX ). During my call, I was placed on hold and they call directly the hotel and talked to the front desk agent who in fact confirmed that I checked out of the hotel, and I was not responsible for the first night of room/tax penalty charge. At that moment the front desk staff said he was going to cancel the reservation, but no cancellation number was provided to me. As a gesture of a good faith with XXXX, I disconnected the call and waited for a refund to take place because at the moment of check in, the ran my credit card for {$780.00}. 

That same night I had to make a reservation for two nights with another hotel XXXX XXXX XXXX Seas ( file attached : Itinerary_XXXX  XXXX XXXX XXXX  XXXX XXXX XXXX, Checking in the same day I was supposed to stay at the other hotel which was XX/XX/2020. I extended my stay in this hotel directly with the hotel for more night ( file attached : Capital OneXXXX XXXX XXXX charges ). 

After a few days, I continued calling XXXX to check the status of my refund with no luck. I checked a refund for {$120.00} to my credit card. I immediately called the hotel why they only refunded portion of the total charges. The hotel stated I stayed in that hotel from XXXX XXXX through XX/XX/2020 which was a lie, as I spend my stay at the XXXX XXXX XXXX 

Starting XX/XX/2020 I started seeing random charges to my Capital One credit card with random values. There were a total of 22 fraudulent charges for a total of {$2100.00}. I had to cancel my credit card and got a new one. It has been a complete nightmare trying to sort this out. 

At this point, there is still {$660.00} pending to be refunded to my credit card and Capital One will not help me because I was not able to provide a cancellation number. I told them they can contact directly XXXX and pull the recording of their conversation with the hotel the night of XX/XX/2020 where the front desk staff confirmed I checked out of the hotel. 

This is my last chance of someone making this right. It is evident that this hotel engages in fraudulent activities with peoples credit cards. Should you have any questions. Please do not hesitate to contact me.

Company response to consumer: Closed with monetary relief