Consumer complaint received 2025-06-09 00:00:00
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
State: CA

Complaint narrative:
On * * XX/XX/year> * *, I used * * Capital One Travel * * to book a hotel stay at the * * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  * *, with a total charge of * * {$2300.00} * * to my Capital One Venture X credit card.

While booking, I was presented with * * three clear options * * : 1. A non-refundable hotel rate 2. A rate with * * free hotel cancellation policy * * 3. A rate that included * * Cancel For Any Reason ( CFAR ) * * protection for an added fee I deliberately selected * * option XXXX * *, the free cancellation policy, as flexibility was important to me. However, after the confirmation email arrived, I noticed I was charged * * \ {$510.00} * * for the XXXX protection that I did * * not knowingly select or authorize * *. 

Realizing this unexpected charge, I * * immediately called Capital One Travel within an hour * * of the booking. The phone agent acknowledged the error and told me that I could cancel the reservation and that I would receive a * * full refund * *, including the \ {$510.00} XXXX charge. Acting on this guidance, I canceled the reservation that same day and then * * rebooked the same room for the same dates * * through Capital One XXXX selecting the free cancellation policy. 

Despite following all directions and acting quickly, * * only the hotel portion was refunded * *. The * * \ {$510.00} XXXX charge remained * *, and multiple follow-ups yielded no progress. 

I called again on * * XX/XX/year> * *, to follow up. The agent again acknowledged the situation but said they were unable to issue a refund or escalate the matter further. 

Later, I submitted a formal dispute. Unfortunately, Capital One denied the claim, citing incorrect and contradictory reasoning. Their letter claimed : * I selected a * * non-refundable rate * *, which is * * false * * * I canceled using the XXXX plan ( I did not I canceled the booking itself within an hour ) * I called on XX/XX/XXXX ( yes, but only * * as a follow-up * *, not the original dispute ) This timeline * * makes no logical sense * * : they claim I canceled the booking via the XXXX plan XXXX XX/XX/XXXX, yet also say I made calls XXXX days later to inquire about the same plan. It contradicts itself. 

To date, * * Capital One has refused to refund the \ {$510.00} charge * *, despite the following : * I canceled * * within an hour * * of booking * The charge was for a product * * I did not knowingly opt into * * * A Capital One agent * * assured me I would be refunded * * * I * * rebooked the same room with the free cancellation option * *, proving my intent * Ive * * repeatedly attempted to resolve * * this in good faith I believe Capital Ones handling of this matter constitutes * * a deceptive and unfair billing practice * *, and violates the spiritif not the letterof the * * Consumer Financial Protection Act * * and potentially * * California consumer protection laws * *. 

I am a loyal customer who has actively referred others to Capital One, and I now feel misled and financially harmed by their refusal to correct this situation.

Company response to consumer: Closed with explanation