Consumer complaint received 2022-07-11
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 am writing this letter in reference to a credit card transaction which occurred on XX/XX/2022, for an XXXX reservation. I was very excited to book a vacation for me and my family that was to occur between XX/XX/2022 XX/XX/2022, in XXXX, Florida. I paid half the balance on XX/XX/XXXX and the other half on XX/XX/XXXX to the XXXX host company XXXX XXXX XXXX. 

Everything was going as planned and arrangements were being made for the family trip. On XX/XX/2022 my son went into the hospital with pains in his stomach. He was admitted and the prognosis remained good. His XXXX and XXXX were having a hard time functioning but were still operating. I chose not to reach out to XXXX XXXX XXXX at that time because I was still hopeful my son would recover and would be able to join us in Florida. 

Around the XXXX of XXXX, my son took a turn for the worse. He was placed on XXXX and his XXXX XXXX  began deteriorating. On XX/XX/XXXX, even with my turmoil, I managed to reach out to XXXX XXXX XXXX to inform them we would not be able to make the trip and to advise me of my options. XXXX informed me of the strict cancellation policy however XXXX XXXX would change this policy if I would cancel and they were able to rebook. She also advised me over the phone that the chances of the property getting rebooked by someone else was very likely as it was high season. She also advised me I would only get a refund if the property rebooked. I decided that would be the only way to recoup my {$4000.00} so I followed the advice of the host company with their new terms. Needless to say, I never heard back from them. 

I decided to escalate my concern to XXXX on XX/XX/XXXX and was subsequently advised there wasnt anything they could assist me with. At this point I was at the hospital with my son day and night and did not have the time nor energy to fight with the property management team. I contacted them several times and even cancelled my reservation upon their request. Had I not cancelled, they would not have rebooked the condo which they did. I even asked them if I could find someone to take over the booking but since I was the one on the reservation they couldn't work this out. I would have preferred to give it away rather than pay {$4000.00} for an empty condo. 

On XX/XX/XXXX, I decided to initiate a dispute with Capital One. I was going to be out around {$4000.00} and was grappling with the idea of maybe needing the available credit to continue to stay at the hospital. When I detailed my situation to Capital One, I was told not to worry about anything and that I had enough on my plate already. The representative said everything would be taken care of. In fact, the transactions were reversed on my account but the available credit was never released. 

On XX/XX/XXXX, my son XXXX XXXX from XXXX and XXXX XXXX. I needed the available credit for funeral expenses rather than a beach vacation. As of today XX/XX/XXXX, my card is at its limit. I pleaded with XXXX XXXX XXXX XXXX XXXX, XXXX, and Capital One to provide me with some relief. I am disputing {$2000.00} and not a {$20.00} gas transaction. XXXX XXXX XXXX XXXX eventually rebooked the condo however I was only credited {$1400.00} and not the full {$4000.00}. This XXXX location essentially took my money, rebooked for the same week and collected on top of that. XXXX refused to assist and now Capital One is refusing. I escalated to a dispute manager, XXXX, and informed her 28 pages of documentation had been sent outlining every step of the process taken t o resolve this issue beginning with XXXX XXXX, then XXXX and finally Capital One. The argument Capital One is making is that I agreed to the cancellation policy when I booked even with the circumstances at hand I was still responsible for paying for a condo that got rebooked. I agree, but I also agreed to the new terms that were provided to me and documented in an email. Which one cancellation policy should I adhere to?? The first XXXX on XX/XX/XXXX or the last proposal they gave me in early XXXX? Either way, I paid for a vacation I never took and was not even given the option to allow someone to take it for me. I would have gladly given it to a friend or close relative rather than letting it sit. The Capital One card is a Venture travel card ... Shouldn't their be some kind of insurance that comes with this for traveling? 


Here is a breakdown of the charges XX/XX/2022 ( paid to merchant ) + {$2000.00}. 
XX/XX/2022 ( pavid to merchant ) + {$2000.00}. 
XX/XX/2022 XXXX  Reservation Cancellation Refund - {$590.00} XX/XX/XXXX XXXX Refund for rebooking - {$1400.00} I am owed around {$2000.00} Attachments : 1. ) InitiaXXXX XXXX receipts 2. ) 1st XXXX Payment receipt 3. ) XX/XX/XXXX, Advisement from Merchant to Cancel the rental. 
4. ) XX/XX/XXXX, Receipt for Cancellation and Request for Refund 5. ) XX/XX/XXXX, Merchant declined request for refund. 
6. ) XX/XX/XXXX, Merchant refunded {$590.00} 7. ) XX/XX/XXXX, Escalation to Airbnb XXXX. ) XX/XX/XXXX, Response from XXXX 9. ) XXXX XXXX, Response from XXXX 10. ) Remaining are letters from Capital One

Company response to consumer: Closed with monetary relief