Consumer complaint received 2026-05-21 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: NJ

Complaint narrative:
My letter to Discover ( also XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Attention : Customer Service / Disputes Department Re : Appeal of Disputed Transaction Case # XXXX To Whom It May Concern : I am writing to appeal the decision to close the investigation regarding my disputed transaction, case number XXXX. Please note that I was away from XX/XX/XXXX through XX/XX/XXXX and did not receive Discovers letter dated XX/XX/XXXX until XX/XX/XXXX. I disputed this charge because the merchant could not verify or access the reservation when contacted directly prior to travel, and I canceled within the stated cancellation policy timeframe. The details are as follows : On XX/XX/year>, I reserved a room at XXXX XXXX XXXX through XXXX and paid through XXXX, which charged {$220.00} to my XXXX card. I received a confirmation email from XXXX at XXXX stating : XXXX charge will appear on your credit card statement as XXXX XXXX XXXX XXXX However, I never received a reservation confirmation directly from XXXXXXXX XXXX XXXX. On XX/XX/year>, at approximately XXXXXXXX XXXX., I called XXXX by XXXX at XXXX to confirm my reservation. During the seven-minute call, I was informed that the hotel had no record of my reservation. I can provide documentation of this call from my XXXX XXXX XXXX records upon request. Had the reservation actually been valid and accessible to me, the hotel would have been able to locate it using my name and reservation information when I called on XX/XX/XXXX. Immediately following that conversation, I contacted XXXX to investigate the issue. I was advised there would be no problem canceling the reservation since there was NO record of it, and I agreed. I also filed complaints and follow-up inquiries with XXXX, XXXX, and Discover. Because I did not have a verifiable reservation and would not have been able to check into the hotel, I had no reasonable alternative except to cancel and secure accommodations elsewhere. If there was a reservation, it was canceled more than 36 hours before the scheduled check-in date, in compliance with XXXXXXXX XXXX XXXXXXXX cancellation policy, which states : XXXXXXXX XXXX XXXXXXXX offers free cancellation up to 24 hours before XXXX XXXX. the day prior to arrival. In reviewing Discovers correspondence, I also noted that the email address reportedly associated with the reservation was listed incorrectly as XXXX rather than my correct email address, XXXX. This explains why I never received a hotel confirmation and why I contacted both XXXX and the hotel directly to verify the reservation. Despite multiple written requests, neither the hotel nor Booking.com has provided documentation confirming a valid reservation accessible to me at the time I called. Over the past several weeks, I have repeatedly attempted to resolve this matter through XXXX, XXXX, XXXX XXXX XXXXXXXX, and Discover by phone, email, online communication, and written correspondence. Discover is the only party that has provided a direct response thus far. Based on the foregoing, I respectfully request that Discover reapply the {$220.00} credit to my account and reconsider or reopen this dispute. Please let me know if additional documentation or information is needed. Thank you for your time and consideration. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX House, NJ XXXX

Company response to consumer: Closed with explanation