Consumer complaint received 2026-03-10 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: MS

Complaint narrative:
On XX/XX/XXXX, I made a booking with XXXX for a motel... paid with Capital One credit card. The check-in was for the same day so it was a non-refundable/cancellation policy. However, there were major issues with the cleanliness of the room that could not be resolved. The motel agreed to just refund the money. However, since I booked through XXXX, the motel rep advised me to also contact XXXX. I immediately contacted XXXX via chat through the XXXX app. The XXXX agent acknowledged the non-refundable rate so he would have to contact the motel to confirm they agreed to the refund. He then came back to me and stated Good news! The motel agreed to a waiver so I would get a full refund of {$67.00}. However, I did not get a confirmation email for the refund. I waited. Since the refund did not show on my card, I opened a dispute for the charge with Capital One on XX/XX/XXXX. On XX/XX/XXXX, Capital One closed the case because XXXX provided them the non-refundable cancellation policy. On XX/XX/XXXX, I sent Capital One a screenshot of the entire chat conversation where the XXXX agent confirmed the exception to the policy and acknowledged the refund from the motel so I would get the money back. Capital One closed the case again that same day and stated that was not sufficient documentation. On that same day, XX/XX/XXXX, I reached out to XXXX again about the issue via chat. That XXXX rep acknowledged I was due a refund and the previous XXXX made an error in the process, which is why the refund did not go through ( which I would have to assume is why what XXXX dispute person handled the dispute with Capital One did not see I was due a refund ). This rep let me know that she processed the refund correctly and I did get a refund confirmation email this time. I waited again but the money still was not returned back to the card. On XX/XX/XXXX, I reopened the dispute case with Capital One and sent the XXXX Refund Confirmation to Capital One. That same day, Capital One closed the case without making any attempt to contact XXXX to verify. On XX/XX/XXXX, I reached out to XXXX again via chat. That XXXX rep let me know that the refund was cancelled because of a chargeback with Capital One. They advised I would need to contact Capital One to correct the charge. I requested the rep send this to me via email, which he did. I re-opened the dispute case with Capital One and provided the documentation that XXXX sent to me regarding the chargeback. Since that day, I have made numerous phone calls to both Capital One and XXXX. I spoke with dispute manages with Capital One and a supervisor with XXXX. XXXX says the chargeback is still active and Capital One has to send something to show it removed. Most of the Capital One managers are rude and just simply do not care. They sound like they are reading from a script and do not listen. They only state that XXXX originally provided the non-refundable cancellation policy on XX/XX/XXXX so that is why the case closed and that I would need to send something showing I am due a refund. When I advise them that I sent the Refund Confirmation that is dated after that date, they say that is not sufficient and XXXX should just initiate a refund. When I tell them that XXXX cancelled the refund because of the chargeback and I sent that proof, they just refer me to tell XXXX that should still be able to do a refund. I contact XXXX and they say that Capital One still has an active chargeback and Capital One has to send something. I have asked Capital One to just follow-up with XXXX on the confirmation emails I have sent them each time I have re-opened the case but they said they will not. I'm going back and forth, but I can't go in Capital One 's computer system and do anything myself. All I'm asking is for them to follow-up with the documentation I am providing. Instead, they close the case almost immediately after I send the documentation. Meanwhile this charge is a balance on my card that will have interest. All of this would be resolved if Capital One can follow-up on the documentation or send something to XXXX releasing the chargeback. I am sending everything I have...... since the screenshots of the actual conversation with XXXX XXXX not sufficient. Had I made that payment with any other card, this issue would've been resolved a long time ago. Unfortunately, I used a Capital One card so this issue has been ongoing for 3 months.

Company response to consumer: Closed with monetary relief