Consumer complaint received 2024-12-03 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: CA

Complaint narrative:
Complaint Details : I am writing to formally file a complaint regarding the mishandling of my charge dispute with Capital One. 

On XX/XX/XXXX 2024, I booked a rental property for {$360.00} with XXXX XXXX XXXX. The stay was supposed to last from XX/XX/XXXX to XX/XX/XXXX, but due to significant misrepresentation, safety concerns, and the merchants failure to act, I vacated the property after one night and informed the merchant that I would dispute the charge. 

I contacted Capital One XX/XX/XXXX, the same day I vacated the property, to explain the situation and ask for guidance regarding the charge. I was assured that I could dispute the charge once it posted and was advised to save all documentation, which I have done. 

Since submitting my documentation XX/XX/XXXX as requested, I have spoken to multiple different representatives on XX/XX/XXXX and XX/XX/XXXX with no proper review or resolution of this case. 

The repeated failure to properly review my case or provide a valid reason for dismissing it diminishes Capital Ones credibility. Customers rely on Capital One to protect them from fraudulent transactions. This case highlights how merchants can exploit loopholes, leaving customers like me vulnerable. 

Repeated Rejections Without Proper Review : Despite submitting comprehensive evidence ( emails, photos, and a timeline ) to support my dispute as requested, my case has been rejected twice with the same generic response. The rejection letters claim that documentation is missing, despite me uploading all requested items twice already. 

When spoken to Capital One representatives, they would say that I didnt provide receipt or booking confirmation, even though this was in my documentation. 

The most recent Capital One representative asked me to upload the same documentation for a third time, but in a shorter format to increase the likelihood of review. This suggests my previous submissions were not even read. However, I do not feel confident that my evidence will be reviewed fairly for a third time, as my past submissions have clearly not been properly examined. 

Additionally, my experience with a specific representative who was extremely dismissive has left me feeling unsupported and frustrated, now reaching out for additional help in ensuring my case is handled properly and fairly. 

Deceptive Listing : o The property was misrepresented in the listing with photos and descriptions that did not reflect its actual condition. 
o The property had non-functional fire alarms, unclean bathrooms, and dirty utensils. 
Safety Concerns : Two unidentified individuals entered the building, banged on doors, pressed different numbers on the keypad locks in attempt to get into units. We felt extremely unsafe, this being our very first night, and we had all of our belongings from a recent move with us in the unit. 
They banged on our door, and when we opened it, they aggressively questioned us, creating a highly unsafe and distressing environment. 
I was unable to find the original listing on XXXX upon booking the property. 
I did not receive an invoice or receipt from the merchant further adding to my concerns about staying at the property. 

Merchant Inaction : o I immediately contacted the merchant to resolve these issues but received no meaningful action the following day as promised nor did I hear from them. 
Fake Proof Submitted by Merchant : o During this dispute process, the merchant submitted an invoice and terms and conditions I have never seen or was sent. 

These documents contradict the communication I had with the merchant, and their submission does not address my claims of misrepresentation, safety concerns, or lack of action. 

If the emails I provided were read, it would be clear that I informed the merchant about all the problems, and they never followed through on resolving them, despite claiming they would. 

I am hoping that this complaint will bring attention to the mishandling of my case, ensure a thorough and fair review of the evidence I have provided, and ultimately result in a just resolution that restores my trust in the dispute process.

Company response to consumer: Closed with explanation