Consumer complaint received 2025-10-13 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: RI

Complaint narrative:
Consumer Complaint Capital One Credit Card Dispute Mishandling Summary of Issue : I am filing this complaint against Capital One regarding their failure to properly resolve a disputed charge related to a hotel reservation made through XXXX. Despite clear evidence that the reservation was canceled immediately and that no services were ever rendered, Capital One has refused to reverse the {$1200.00} charge. 

Timeline of Events : On XX/XX/year>, I made a hotel reservation through XXXX using my Capital One Quicksilver card ( ending in XXXX ). 
Within minutes, I realized the reservation was made for the wrong dates ( XX/XX/XXXX instead of the following week ). 
I attempted to contact XXXX immediately to correct or cancel the booking but was unable to reach anyone by phone or online. 
When I called Capital One for assistance, their representative advised me to contact the hotel directly to cancel since I could not reach XXXX. 
Following that advice, I called the hotel directly and spoke with XXXX, who confirmed that the reservation was canceled the same day ( XX/XX/XXXX ). 
I received a cancellation confirmation from the hotel verifying that the booking was voided and that no one stayed at the property. 
Initially, the pending charge disappeared from my account, confirming the cancellation. However, several days later, XXXX reprocessed the charge for {$1200.00}. 

Dispute Process and Capital Ones Failure : I submitted a formal billing dispute to Capital One and provided all supporting documentation, including : The hotels cancellation confirmation The name and details of the hotel employee ( XXXX ) who processed the cancellation Proof that the hotel did not charge me or provide any lodging services Despite this, Capital One denied my dispute, stating that XXXX claimed the booking was nonrefundable. This is irrelevant because the reservation was canceled within minutes of booking and before the stay period, and no service was provided. 

Capital Ones refusal to credit my account violates the Fair Credit Billing Act ( FCBA ), which protects consumers from being charged for goods or services not received. Additionally, Capital One provided the cancellation guidance that led to the correct and documented resolution, yet they are now refusing to uphold their responsibility to protect their customer. 

Customer Relationship : My spouse and I have been loyal Capital One customers for over 17 years, maintaining multiple accounts in good standing. We are extremely disappointed in the lack of consumer protection and accountability shown in this matter. 

Requested Resolution : I am requesting that Capital One : 1. Reverse the {$1200.00} charge to my account immediately. 
2. Acknowledge that the reservation was canceled in good faith, as instructed by their own representative. 
3. Review their dispute-handling procedures to ensure customers are not penalized for following Capital Ones guidance. 

Supporting Documents Available : Hotel cancellation confirmation ( dated XX/XX/year> )

Company response to consumer: Closed with explanation