Consumer complaint received 2023-07-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
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:
On Thu, XX/XX/XXXX. I purchased and received confirmation via XXXX - ( Itinerary # XXXX ) for a room reservation at the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, IN, XXXX. Upon arriving in XXXX on the evening of XXXXXXXX XXXX XXXX I immediately contacted the XXXX XXXX XXXX XXXX XXXX  XXXX ( at XXXX XXXX ) prior to the XXXX deadline contract requirement. I spoke with a male front desk clerk at the XXXX XXXX XXXX and, informed him that I wished to cancel the reservation due to flight delays. Prior to discontinuing the phone conversation, the gentleman on the other end, front desk confirmed and acknowledged my cancellation over the phone. 
- Upon my return home, on or about XX/XX/XXXX, after reviewing XXXX  charges during trip. I contacted Capital One over the phone and notified them of the fraudulent transaction discovered : [ XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  : {$430.00} ].. 
- Two days later, I review my XXXX statement and notice a : [ XX/XX/XXXXXXXX XXXX XXXX XXXX  - {$430.00} ]. 
- Approximately two weeks later, I received a Capitol One Dispute Update letter dated XX/XX/2023 ; stating, " ... the merchant provided the following information to support the transaction : Confirmation showing no cancellation per policy was received. '' After reviewing Capitol Ones Update letter, I immediately contacted Capitol One via phone to inquire as to the rationale and reasoning for the fraudulent charge. During my phone conversation with Capitol One. The only justification for their complicity was, ... the merchant provided information to support the transaction showing no cancellation per policy was received. '' When I would inquire as to precisely what was actually provided by the merchant? The only reply received was, ... the merchant provided information to support the transaction showing no cancellation per policy was received. '' The following day, I provided them excerpts from the XXXX contract ; along with phone records detailing the date, time, and phone number of the XXXX XXXX XXXX call made in a letter challenging their complicity and providing them the exact information requested, i.e. : 1. response to the documentation sent in by the merchant, and, A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant. 
a. XXXX XXXX phone record of direct call to XXXX XXXX XXXX XXXX  was provided. ( attached ) b. XXXX contract agreement specifically stating, Cancellations and changes made after XXXX ( property local time ) on XX/XX/2023, or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees. ( attached ) c. Free cancellation until XX/XX/XXXX at XXXX ( Eastern Standard Time XXXX XXXX XXXX XXXX XXXX. ( attached ) 2. as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. ( attached ) 3. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. 
a. Cancellations and changes made after XXXX ( property local time ) on XX/XX/2023, or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees. ( attached ) XXXX XXXX confirmation - Thu, XX/XX/XXXX - ( Itinerary # XXXX ) Inbox XXXX XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX  Thank you, XXXX XXXX Your booking is confirmed. 
Itinerary # XXXX View full itinerary Download to your phone XXXX  Traveler details Adults, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, IN, XXXX United States of America XXXX XXXX Thu, XX/XX/XXXX Tue, XX/XX/XXXX Check-in time starts at XXXX XXXX XXXX XXXX Free cancellation until XX/XX/XXXX at XXXX ( Eastern Standard Time XXXX XXXX XXXX XXXX XXXX  XXXX Learn about this property 's cleaning and safety practices before your trip begins. 
XXXX  Accommodation details You booked XXXX room. 
Superior Room, XXXX King Bed, Non Smoking View special requests in your itinerary All special requests ( such as in-room amenities, bed type, and smoking preference ) are shared with the hotel, but requests are not guaranteed and may incur additional charges. We recommend you confirm them directly with the hotel before travel. 
XXXX Travel confidently with the XXXX app Manage your plans and make trip updates on the fly- wherever the journey takes you. Explore the app XXXX  Price Summary Accommodation XXXX {$430.00} Nights : XXXX ( avg./night ) {$74.00} Taxes {$62.00} XXXX  Total {$430.00} Total {$430.00} ( XXXX ) Collected at the property Unless specified otherwise, rates are quoted in XXXX dollars. 
Locally collected mandatory fees/taxes will be collected at the property. 
The mandatory fees/taxes amount is quoted in USD and is based on current exchange rates which may vary at the time of travel. Final payment will be settled in USD directly with the property.

View your itinerary for room price details *The hotel will charge you the full amount including all taxes and fees in the local currency USD on arrival. Prices in USD are estimated based on todays exchange rates which may vary at the time of travel. Your card issuer may charge a foreign transaction fee. 
XXXX Important Information Additional property fees These fees and deposits only apply if they are not included in your selected room rate. 
The price DOES NOT include any applicable hotel service fees, charges for optional incidentals ( such as minibar snacks or telephone calls ), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out. 
You'll be asked to pay the following charges at the property : A damage deposit of USD XXXX will be collected before check-in. 
We have included all charges provided to us by the property. 
Rules and restrictions For rules and restrictions please view your full itinerary. 
Cancellations and changes Cancellations or changes made after XXXX ( property local time ) on XX/XX/2023 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees. 
Guest charges and accommodation capacity Base rate is for XXXX guest. 
If rates are listed below, they may be quoted in the currency of the country where the property is located. 
Total maximum number of guests per room/unit is XXXX. 
Maximum number of adults per room/unit is XXXX. 
Maximum number of children per room/unit is XXXX. 
This property considers guests aged XXXX and under, at time of travel, to be children. 
Availability of accommodation in the same property for extra guests is not guaranteed. 
The fee for extra adults is {$10.00} per person. 
Check-in policies Check-in time starts at XXXX PM Check-in time ends at midnight Minimum check-in age is : XXXX Special Instructions Front desk staff will greet guests on arrival . 
Late arrival instructions If a late check-in is planned, contact this property directly for their late check-in policy. 
XXXX XXXX  Where to find help For special requests and questions about your reserved room or the property, contact XXXX XXXX XXXX XXXX XXXX. 
Tel : XXXX ( XXXX ) XXXX, Fax : XXXX ( XXXX ) XXXX If you need help managing this itinerary, contact XXXX. 
Get support anytime on the XXXX app with XXXX access to virtual agents. 
Manage your itinerary XXXX Looking for something else? 
Free Cancellation on most rooms Flexibility for your next trip with the option to pay now or later See deals Download our FREE mobile app Manage Preferences Privacy Statement About Us Customer Service Due to Covid-19 travel advisories, some destinations may be unavailable for certain dates. Please check government advisories before booking and traveling. 

You are receiving this transactional email based on a recent booking or account-related update on XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX All rights reserved. XXXX and the XXXX XXXX are trademarks or registered trademarks of XXXX XXXX XXXX.

Company response to consumer: Closed with explanation