Consumer complaint received 2025-05-16 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: WA

Complaint narrative:
XXXXI reserved and paid for a reservation (document 1) in XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, accepting the cancellation policy which\nwas 100% refund for cancellations requested by XXXX XXXX XXXXThe reservation was for my family of XXXX XXXX  kids and XXXX  adults. Through the\nweek, though the owner tried assuring us that double beds were large\nenough for us, we decided that wasnt the case (Im XXXX XXXX XXXX XXXX) so XXXXe instead to cancel that reservation and get a room at a hotel in XXXX XXXX XXXX I cancelled the reservation via the XXXX XXXX. I never got a\nconfirmation, didnt think I needed to wait for one as I expected their app\nwould work as other reservation apps do and cancel and refund my\nreservation fully, automatically. Therefore I didnt preemptively take a\nscreenshot of the cancellation or I would have retained it to provide as\nmore evidence.\n\nThat night, on XXXX XXXX, we reserved a room at the XXXX XXXX XXXX XXXX XXXX XXXX (document XXXX). We paid this in full, as you can see,\nknowing there was no cancellation possible. We had cancelled the original\nreservation well before the XXXX XXXX deadline for a full refund. Had we not\ncancelled the original reservation there is no sensical reason why we would\nhave booked this roomXXXX XXXX XXXX, when we were on the first leg of our international trip (in France\nat the time) I got an email from XXXX  saying Here are the keys to your\ntrip (document XXXX). As we had cancelled our XXXX  reservation and\nbooked with XXXX, I was confused so went into the XXXX  XXXX  to see what\nwas going on. When I went to the app, each of the screens was broken, not\nloading and no fix. I tried downloading and reinstalling the app to no\nsuccess, but was not able to see anything in the 4 screens of the app as I\ntried multiple times throughout the day (4 screenshots in document 4).\nLater that evening I was able to get access to a desktop computer and try\nlogging in. There, I saw the previously cancelled reservation still active. So\nI cancelled it there and explained the issue.\n\nAfter a series of emails of back and forth with XXXX  XXXX  (documentsXXXX XXXX XXXX), and the owner (documents XXXX XXXX XXXX), nobody wanted to take\nresponsibility for the broken app issues. XXXX  told me they had no record\nof my cancellation so I needed to talk to the owner. They also had no\nanswer or help on why their app wasnt working for me, just ignored that\naspect of the issue as though it wasnt a factor. The owner also threw his\nhands up and told me I have to deal with XXXX  or claim a travelers\ninsurance policy (which I didnt have and find it odd that was his approach\nrather than working with me and XXXX  to figure out why their system didnt\nprocess the cancellation).\n\nI have also attached a photo of the listing showing the size of the XXXX  double\nbeds (document XXXX), to show our reasoning behind cancelling prior to the\nend of the cancellation period, given the size of the beds and my height.\nThank you for understanding and for backing me in this dispute as all the\nevidence I have been able to provide substantiates the difficulties Ive had\nin resolving this through XXXX  XXXX, the owner, and a broken app.'

Company response to consumer: Closed with explanation