Consumer complaint received 2024-06-20
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (NJ)

I have been using Capital One banking for years and I have XXXX credit cards with them as well as a XXXX loan. On XX/XX/XXXX, I purchased a hotel room listed on XXXX as XXXX XXXX XXXX XXXX XXXX XXXX  at XXXX through XXXX at {$410.00}. After making the purchase I realized that the booking was incorrectly listed as XXXX XXXX XXXX XXXX XXXX XXXX. The listing was incorrect and there were XXXX refund policies listed. One saying " This booking is Non-refundable after XXXX XXXX AM. '' And the other saying " This booking is Non-refundable after XXXX XXXX AM. '' At XXXX, just XXXX minutes after I realized the mistake, I cancelled the booking was was given a refund of {$10.00}. Wondering what had happened to the other {$400.00}, I called XXXX and they had told me that this booking was non-refundable and that I would have to call the hotel. That same day, XX/XX/XXXX, I called XXXX XXXX XXXX XXXX and they said that they would have to talk with XXXX. I contacted XXXX to then call XXXX XXXX XXXX XXXX and once they talked, XXXX called me back and said that there was no exception to their policy. With both XXXX and the hotel not assisting me with a refund, I filed a chargeback with my credit card company Capital One, thinking they would be able to help. I spoke with an agent on XX/XX/XXXX who said that they would temporarily reverse the charge and should XXXX dispute this charge, they will have to add the charge back. On XX/XX/XXXX, Capital One sends me a letter saying that the funds would be added back to my card ( which they were for a short time ). 

On XX/XX/XXXX I get another letter from Capital One saying that the merchant provided information to support the transaction : Confirmation showing no cancellation per policy was received Your account had been temporarily credited for {$400.00}. 
Now, we've rebilled this amount to your account. You'll see this on your statement within the next XXXX billing cycles- or sooner if you view your account online. 
We consider the case to be closed. 
If you'd like to continue this dispute, you can respond to the merchant by XX/XX/XXXX. 
Your response should be a signed and dated letter including your case number, the merchant 's name, the date of the transaction, the disputed amount, and any of the supporting documentation listed below. 

To support your dispute case, send us any of the following supporting documentation : A copy of your sales invoice or purchase agreement with the date and proof of cancellation/ return. 
The cancellation/return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. 
A description of how you tried to resolve the dispute with the merchant. 
A refund voucher or other documentation ( if you received any ) supporting your claim that a credit is due to your Capital One account I provided all of the information Capital One requested to continue the dispute with the merchant, however Capital One would continuously send me letters saying more documents were needed. I sent, a signed and dated letter detailing mostly what I am writing here. This included the merchants name, dates, the disputed amount, copies of the invoice with the cancelation policy, I described how I tried to have XXXX and the hotel help with refunding etc. I spoke with representatives at Capital One on the morning of XX/XX/XXXX who told me to keep re-uploading documents because I had a strong case with XXXX different refund policies being listed. I did that and received another letter of : " At that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. 
If you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX a.m. to XXXX a.m. XXXX, XXXX days a week. 
Sincerely, Capital One XXXX XXXX XXXX '' I kept on re-uploading documents with all of the information that was requested and had already submitted. I spoke with a few regular Capital One agents last night XX/XX/XXXX and they didn't help and just asked to upload more documents. I spoke with a supervisor who claimed to review all of the information I provided but that they would not be able to assist with a refund and that I'd have to call the merchant. I did try XXXX again on XX/XX/XXXX and I asked if they could help with the refund, but they knew I had filed a dispute with Capital One and basically said that they could not help me due to policy. 

To summarize, Capital One was unwilling to issue a refund/chargeback of {$400.00} because XXXX refunded me {$10.00} already and the cancelation policy was listed as non refundable, yet the cancelation policy was unclear and stated that the room can be refunded up until XX/XX/XXXX. XXXX and the hotel were unable to help me both before and after I filed a dispute and now Capital One basically says that there is nothing they can do to help someone who has been with them for XXXX years. I feel unfairly treated in this scenario, as I cancelled right away, the policies were unclear and the listing for hotels in XXXX XXXX brought up a XXXX XXXX result.