Consumer complaint received 2025-04-30 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: AZ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXCustomer Care Team\nCapital One\nDispute Department\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - Disputed amount XXXX My card number ending in XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Capital one failed to adhere to their own policy and accept the late filing with many of the unauthorized charges.\nGeneral dispute info - Capital one.\nIn Visa disputes, merchants typically have 20 days to respond to a chargeback notification. This timeframe applies across all Visa chargeback cases. However, individual banks or payment processors might give merchants slightly more or less time, as they need to adhere to their own internal deadlines and regulations. For example, some banks might extend the timeframe, while others might shorten it slightly.\nIf a merchant doesn't respond to a dispute within the allotted time, the chargeback is typically accepted in your favor. This means you will likely receive a refund, and if you previously paid for an item, you get to keep it.\nI had a conversation with XXXX from Capital one Dispute Department, on XXXX  who said that they give 5 to 7 days for a merchant to respond to a disputed charge .\nThe Capital one card holder XXXX XXXX  filed a dispute against a charge that was made by XXXX XXXX XXXX on XXXX XXXX XXXX XXXX. The amount in question was disputed with Capital one on XXXX XXXX XXXX. The temporary credit was applied on XXXX XXXX visa card. The Merchant filed his response on XXXX XXXX XXXX.(25 days in XXXX XXXX + 29 days in XXXX XXXX  + 6 days in XXXX XXXX a total of 60 days which is way past the 5- 7 days capital one has on their policy.. Card holder XXXX XXXX states that the Merchant failed to comply with the visa card holder allotted time, Capital one removed the temporary credit from the card holders account and billed the entire amount back on the card holders account.The Card holder state's Capital one violated their own policy and they should give full credit immediately,\nIn addition, the Merchant lied in his statement by changing the room rate as follows,\nXXXX XXXX XXXX XXXX XXXX sent his response on XXXX, 2 months later (identified as XXXX) that was sent out to me by Capital one on XXXX. In page 3 of 3 it shows that the hotel charged rs.XXXX XXXX per night for a total of 12 (hand written),\ndays which are not the correct rate that are not authorized and considered fraud.. It should be XXXX per night (XXXXtax and additional for a cart XXXX Plus XXXX for tax) for 12 days. The extra charge of XXXX rupees was added for each night for 12 nights for a total of XXXX XXXX XXXX XXXX XXXX rupees, this was incorrect(additional charge and unauthorized) , this information was brought to the attention of the capital one, who failed to act on it.\nThe Merchant also pasted the card holders signature without his permission on the invoice that is considered fraud.The hotel put my signature on all 3 pages without my permission and tried to cheat capital one and me. In fact the 2nd page of (XXXX  ) my signature was posted upside down.\nOn XXXX I spoke with XXXX who was the night supervisor who authorized for late checkout without additional charge for XXXX In spite of that, the hotel went ahead and charged XXXX rupees for the late checkout. This charge is unauthorized and fraud.\nCard holder complained about the room on the 2nd day of his arrival and asked for a different room because the bathroom countertop was cracked and they tried to patch it, but that did not look good. They said someone will call but they never get back to me.\nThe Merchant charged for breakage, when asked for the details, they did not provide any info.\nThere are 3 pages of invoice attached as unsigned page1, unsigned page2 and unsigned page3. These are the only invoice given to the cardholder on the day of checkout (XXXX XXXX XXXX).The unsigned page3, instead of having the card holders signature, it has the signature of the reception, with the name XXXX in guest signature area\n1. Capital one failed to enforce their policy of getting response from the Merchant and failed to apply the credit to the card holder.\n2. The Merchant lied and pasted the card holders signature on his invoice and increase the room rate without the card holders authorization.\n\nFor the above stated reasons,besides the Merchants late filing his response, the entire charge must be credited to the card holders account.\nRespectfully submitted,\nXXXX XXXX

Company response to consumer: Closed with explanation