Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XX/XX/XXXX, I paid {$1300.00} to XXXX XXXX XXXX via my Capital One debit card ( account ending in XXXX ) for a vacation rental in XXXX, Florida ( Reservation Code : XXXX ). The total trip cost was {$2700.00}, split into two payments, the first of which was the {$1300.00} charge at issue. The reservation 's cancellation policy permitted free cancellation before XXXX XXXX on XX/XX/XXXX. I cancelled the reservation within the allowed cancellation window. However, because my Capital One debit card had been replaced with a new card number prior to the cancellation, XXXX was unable to process the refund back to the original payment method. XXXXXXXX XXXX own platform displayed a message on my reservation page stating : " We're having trouble sending your {$1300.00} USD refund. Please reach out to us with your reservation code ( XXXX ). '' I contacted XXXX, updated my card information, and was told the refund would be processed. The host, XXXX, also confirmed via XXXX XXXX messaging system that refunds and payment processing are handled directly by XXXX. Because the refund was not arriving, I contacted Capital One and filed a dispute. On or about XX/XX/XXXX, Capital One opened Claim # XXXX. On XX/XX/XXXX, Capital One issued a temporary credit of {$1300.00} to my account while investigating. On XX/XX/XXXX, Capital One emailed me stating that my claim had been denied because " the information the merchant provided shows that this transaction is valid. '' Capital One stated that the temporary credit would be removed on XX/XX/XXXX. This denial fundamentally mischaracterized my dispute. I never contested that the original transaction was valid. My dispute was that the merchant acknowledged owing me a refund but was unable to process it due to a technical issue with the expired card number. Capital One 's investigation appears to have asked XXXX whether the charge was legitimate, and XXXX confirmed it was, but Capital One never addressed whether a refund was owed and unprocessed. On XX/XX/XXXX, I prepared a formal written appeal with supporting documentation including : ( 1 ) a screenshot of XXXX 's own platform showing the failed refund notice for {$1300.00} ; ( 2 ) confirmation from the host that XXXX handles refunds directly ; ( 3 ) my XXXX payment receipt ; and ( 4 ) reservation details showing the cancellation policy. I mailed this appeal via USPS Priority Mail Express to Capital One 's Disputes department at XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX. The appeal was mailed on XX/XX/XXXX ( XXXX Job ID XXXX ). USPS tracking number XXXX confirms the package was delivered on XX/XX/XXXX at XXXX XXXX in XXXX XXXX XXXX, UT XXXX. Despite receiving my appeal with new material evidence nearly a month ago, Capital One has taken no action. They have not acknowledged receipt of my appeal, have not reopened the investigation, and have not contacted me regarding the new evidence. Instead, on or about XX/XX/XXXX, Capital One reversed the temporary credit, which caused my account to become overdrawn. On XX/XX/XXXX, I received two " Overdrawn account alert '' emails from Capital One stating my account balance was - {$1100.00} as of XX/XX/XXXX. These emails included debt collection language ( " This is an attempt to collect this debt '' ) and threatened that my account would be " permanently restricted '' if I did not pay the negative balance. The negative balance exists solely because Capital One reversed the disputed credit while ignoring my timely appeal and the merchant 's own acknowledgment that a refund is owed.

Company response to consumer: Closed with non-monetary relief