Consumer complaint received 2025-03-19 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: NY

Complaint narrative:
On XX/XX/XXXX, my husband and I booked what was advertised as a " luxury retreat '' at XXXX XXXX XXXX through XXXX for {$2800.00} to attend the XXXX XXXX XXXX in XXXX. When we arrived on XX/XX/XXXX, the site was a disgusting misrepresentationbuilt on sewage and garbage, completely unsanitary and unlivable. Many guests, including us, complained, but management abandoned the site, making it impossible to get assistance. We were in XXXX without service, which made everything even more difficult. After a frustrating and exhausting search for alternative accommodations, we left on XX/XX/XXXX, at an additional cost. 

I disputed the charge with Capital One on XX/XX/XXXX, after getting nowhere with XXXX XXXX XXXX and XXXX. Capital One has denied my dispute multiple times even though I provided everything they asked for, including photos of the unsafe conditions, receipts for alternative lodging, conversations with the camp before booking, messages after arrival demanding a refund and notifying them that we left, and proof of my attempts to resolve this with XXXX, including chat logs and their refund denial. 

After each denial, I called Capital One to ask what else was needed. Each time, I got a different answer. On XX/XX/XXXX, my dispute was denied, but I never received a letter or email asking for evidence. When I called, I was told the denial was posted online. I then uploaded photos, receipts, commnunication with camp and our denied review from XXXX. The next time my dispute was denied, Capital One told me I had to go through XXXX. I sent them XXXX 's denial and message history, where XXXX stated that their policy wasnt violatedeven though the property was clearly misrepresented. On top of that, there was no way to speak to an actual person at XXXX, as everything was handled through automated messages. Frustrated with this dead end, I ended up filing a complaint with the BBB just to get through to someone - I have still no spoken to anyone from XXXX and the camp still has not responded. After the next denial, they said I needed to submit a signed and dated letter, which I did. On XX/XX/XXXX, my dispute was denied again, and at this point, I am escalating to the CFPB and sending a certified letter to Capital One. 

Every time I called, Capital One representatives acknowledged that this was a fraudulent situation and that losing this much money would make anyone furious. But instead of properly investigating my case, they blamed XXXX for denying the chargeback. 

Capital One has failed to provide a legitimate reason for denying my dispute and keeps sending the same generic denial letter, stating I have not provided what they have asked for even though I call and confirm what is needed. I want my {$2800.00} refunded and am requesting CFPB intervention to compel Capital One to process my chargeback.

Company response to consumer: Closed with explanation