Consumer complaint received 2022-04-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Disputed a charge on my card due to unsanitary conditions during a 3-night stay at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX , a XXXX XXXX  establishment which advertised affiliation with XXXX. I had reserved XXXX ( XXXX ) suites ( # XXXX and # XXXX ) and during our stay, my brother sustained multiple stings/bites on arms and legs after reclining/sitting on the sofabed of XXXX XXXX XXXX ( this is a pet-friendly establishment ). In addition, we observed roosters/hens entering the rooms when staff walked in to service the rooms. Upon check out on XX/XX/XXXX, while waiting in line, we overheard an XXXX family in front of us complaining about a similar incident, and a young lady lifted the back of her shirt to show several red stings/bites. We, as well, filed a complaint with the front desk, however, had to depart because the injured party and his wife were from New York and needed to catch a flight out of XXXX. After attempts to resolve the problem with a XXXX XXXX XXXX ( supposedly a member of the management team ) by email and phone calls ( have retained info ) went unanswered, I contacted XXXX towards the end of XXXX and an inspection was done by inspector XXXX XXXX (? ). On XX/XX/XXXX ( more than a month after XXXX was notified ), I received a call from XXXX XXXX ( XXXX ) XXXX, who informed me that the inspection had been conducted, however, there was no evidence of pests. Subsequently, on the same day I contacted CapitalOne to dispute the charge of {$1000.00} for XXXX XXXX XXXX. I was told by the representative that a letter would be sent to me the same day with instructions. More than XXXX ( XXXX ) days later, I again contacted CapitalOne and informed them that I had not received the letter, maybe the letter should be emailed to me. The representative stated that this was not possible, but the second letter would be on its way. After not receiving the second letter by XX/XX/XXXX, I contacted CapitalOne again and this time requested to speak to a supervisor. XXXX, the supervisor, was all of the sudden able to email me the letter and instructions, which I am currently following up on. Furthermore, during my research, it was determined that the motel was not affiliated with XXXX and did not have a valid Florida license ( have copy ). In addition, the license/name was changed at least twice from XX/XX/XXXX to XX/XX/XXXX, but is not registered. Had I been aware that this establishment was not affiliated with XXXX, I would not have made the reservations. In the meantime, CapitalOne had initially credited my account, but a week later reversed it and reapplied the charge. I'm suspecting that CapitalOne has delayed processing this claim intentionally. I am hereby submitting all pertinent information/documentation ( please note the establishment name on the invoice and dates of the licenses ).

Company response to consumer: Closed with explanation