Consumer complaint received 2020-03-24
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: Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK

Complaint:
I booked a trip on XX/XX/2019 for the amount of XXXX. This included round trip flights and hotel all inclusive resort for 7 nights. I purchased this vacation and it stated that I would be receiving email shortly with details of trip which I never received. The only thing I received was XXXX XXXX   Tickets. During the 6 weeks I spent sending emails, phone calls asking for my hotel voucher that I never received. I explained to them that I called the resort and they have no bookings under my name I called them numerous of times booking place in XXXX and hotel resort in XXXX. I spent nearly 6 weeks begging for my hotel voucher after much frustration I called XXXX and cancelled the vacation. I then proceeded to use a local travel agent to rebook my trip. I then called XXXX XXXX and they explained because my name wasnt on the booking that these flight could be cancelled at anytime. I was advised to not risk it. I then called my creditor Capital One to report fraud that This company took my money booked my airline tickets I was able to confirm but did not book my hotel I was never able to confirm no booking listed at resort. I explained everything to them and capital one advised me they would take care of the fraud and to rebook my trip because it was going to be a 90 day dispute, and if I hadnt rebooked I would have missed my vacation. Capital one also advised me that to make a resolution with them to contact them at the email that was provided to them which I did make several attempts to no one ever responding. I recently talked with capital one and was told that capital one has continued to try and contact this company for over a year now and they cant get anyone to respond either. The capital one service representative stated to me it looks like fraud since no response has been successful. I said I know they never once have responded to any of my emails, and every phone call is their English was terrible so when I called to cancel maybe they didnt understand the word cancel in English. I asked capital one to please provide me a hotel voucher because its a required paper when checking into these hotels and one was  never provided. The hotel voucher would be issued from the hotel resort confirming I had rooms there. The whole reason for this dispute is because I wasnt flying 1200 miles without this voucher thats required at check-in. I tried numerous times from booking company to please obtain it and send it. My hotel was never booked. I rebooked after fighting for 6 weeks through a local travel agent and received my voucher within 2 days at the hotel resort as previously requested. I need help my creditor still holding me accountable for a trip I did not receive. I would of never rebooked if travel company could of just gotten me my hotel voucher. I have included a screen shot of my computer that shows the reference number. It also states that an email will be sent with details of purchase ( I never received any email ). I received XXXX XXXX link not hotel voucher ever.

Company response to consumer: Closed with explanation