Consumer complaint received 2020-07-17
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:
On XX/XX/XXXX I made a reservation with XXXX XXXX XXXX in XXXX XXXX, XXXX through an online company called XXXX for XX/XX/XXXX - XX/XX/XXXX. The cancellation policy was free until XX/XX/XXXX and from XX/XX/XXXX - XX/XX/XXXX there would be a {$45.00} USD proccessing fee and non-refundable after XX/XX/XXXX. On XX/XX/XXXX my Capital One credit card was charged {$450.00} by XXXX. We were monitoring the travel restrictions to XXXX due to COVID-19. On XX/XX/XXXX we learned XXXX XXXX XXXX suspended our flight to XXXX as all borders were closed. Additionally, our flight to XXXX XXXX was canceled on XX/XX/XXXX. On that date we began the process of cancelling all our hotel reservations. We were successful with all except for XXXX XXXX. We tried to contact XXXX and their phone number was out of service. I checked online and found they filed for bankruptcy on XX/XX/XXXX. I attempted to contact XXXX XXXX XXXX directly. Their website has an email address for contact. I sent an email asking them to cancel our reservation and did not hear back. On XX/XX/XXXX, I tried emailing directly from my email to them and did not get a response. I tried calling the phone number listed on their website and it did not go through. I checked online and found others were unable to contact the Resort. I then called Capital One and explained the situation that I was having difficulty cancelling the reservation and began the dispute process on XX/XX/XXXX with XXXX case # XXXX. They reversed the charge and put through the dispute. On XX/XX/XXXX, Capital One requested additional information. We sent all the requested information including the reservation statement with cancellation policy, email correspondence with XXXX XXXX requesting the reservation be canceled. On XX/XX/XXXX Capital One also sent a letter stating the merchant provided information stating 'confirmation showing no cancellation per policy was received ' and attached 16 pages apparently from the merchant that was illegible ( poor copies and can not read any of it ). On XX/XX/XXXX I received correspondence from Capital one stating my dispute was denied and the {$450.00} was charged back to my credit card. On XX/XX/XXXX, I called Capital One and spoke to a supervisor, XXXX. I again explained that I could not contact anyone to cancel the reservation ( I did email, but got no response ) before the non-refundable cancellation date. I even began the dispute with Capital One before the non-refundable cancellation date. She even tried contacting XXXX and XXXX XXXX by phone and also was unable to get through. I asked her how Capital One got through to them to get a response from them. She said, they did not contact the merchant, but the merchant 's bank. I asked for the contact information for the merchant 's bank and she said she could not give out that information. I told her I could not read any of the information they supplied from the merchant stating there was no cancellation. She said they said I canceled after the check in date and was a no-show! She wouldn't provide legible information to me. She said there was nothing I could do. She gave me the CEO, XXXX XXXX email address : XXXX. I emailed him with all of this information and copies of everything on XX/XX/XXXX and have not received a response. We could not travel to XXXX in XXXX due to closed borders that was beyond our control.

Company response to consumer: Closed with monetary relief