Consumer complaint received 2025-11-20 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: MD

Complaint narrative:
On XX/XX/year> I booked a stay on XXXX for an apartment, XXXX XXXX, located in XXXX XXXX, for the dates XX/XX/year> to XX/XX/year>. The total cost was XXXX euros / {$380.00}. When we arrived at the property we found it to be completely different from the photos in the listing. We immediately contacted the property owner to ask why, and when no answer was forthcoming, we requested a full refund. On the phone the property owner acknowledged the mismatch between the photos in the listing and apartment in reality, and offered to refund the cost of the booking minus about {$50.00} in taxes. We again requested a refund of the full amount because he'd defrauded us by advertising XXXX thing and selling another. He declined to offer the full refund. We notified him in writing ( via whatsapp ) that we'd left the property and left the keys. We then went and found new accommodations somewhere else. 

We contacted XXXX to request a refund and they said they would request a refund on our behalf but never received it. Today ( XX/XX/year> ) I checked my account on their website and it says a refund has been initiated. I've contact them again to ask why I haven't received it. 

I've also contacted my credit card company ( Capital One ) to request a chargeback. They opened a dispute and temporarily credited my account the full amount. On XX/XX/year> I received digital letter from them saying : - " The merchant provided the following information to support the transaction : Notification that goods were as described and received in good condition '' ; - " 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 '' ; and, - " If you'd like to continue this dispute, you can respond by XX/XX/year>. If we receive your documentation prior to the date listed, we will decision the case at that time. 
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 statement that you haven't received the service. 
A detailed description of why you are continuing the dispute if you received the service, including a copy of all documentation that supports your claim. 
The date and proof of cancellation for any canceled services. 
A statement of whether you were told about the cancellation policy at the time of the sale. 
A copy of the merchant 's cancellation policy, if you have it. 
A refund voucher or other documentation ( if you received any ) supporting your claim that a credit is due to your Capital One account '' I responded by providing a written statement with all of the requested information, photos of the listing, ( including a gallery with all the photos visible as well as zoomed in photos ), photos of the actual apartment, screenshots of my XXXX conversation with the property owner showing that we immediately requested a refund and notified him that we'd left, and screenshots of the response from XXXX. 

Within an hour of sending all this information I received what appeared to be an automated response from Capital one with the following information : " Here 's an update on your dispute with XXXX at XXXX billed on XX/XX/year> for {$380.00}. 
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 XXXX. to XXXX XXXX. XXXX, XXXX days a week. 
Sincerely, Capital One | Transaction Support Center 2025 Capital One. Capital One is a federally registered service mark. ''

Company response to consumer: Closed with monetary relief