Consumer complaint received 2024-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I booked a stay at an XXXX. I use my Capital One account to security the reservation. At check in My son and I suffered a medical emergency after we were hit by a vehicle at check-in in front of the hostess home on her property. Due to the fact that neighbor is the one who hit me with the vehicle when I was trying to get information, XXXX stepped in and started to investigate. 
I was XXXX XXXX XXXX XXXX Following the incident and did not stay at the XXXX residence. The hostess also disposed of all of my personal belongings that were there while I was in the XXXX  and refused to return my funds for the reservation that I asked to be canceled due to being in the XXXX and being fearful of the neighbor who hit me. 
Due to the situation, XXXX escalated to hostess liability department and it is now a legal issue. XXXX also deleted the reservation from their system, as I did not stay there and took the funds from the hostess, but never credited me. I filed an XXXX XXXX XXXX XXXX complaint, and they sided with me because XXXX had no record of the reservation and advised that I should contact my bank to get my funds back. After trying to settle it with The directly with XXXX and hoping XXXX XXXX XXXX could get them to act I decided to contact my bank to file a claim, and they assured me if I forwarded all of my Medical Records police reports and contacts with the XXXX XXXX XXXX and XXXX that I would be credited Due to the fdic protection on my account. I filed my claim in XX/XX/XXXX And they offered me a provisional credit of the reservation cost. In XX/XX/XXXX I received an overdrawn notice and that is how I found out that Capital One took back the credit that they initially put in my account. When I tried to follow up Why the credit was removed I received no response. I received no correspondence to explain the decision. I forwarded all of my personal private documentation Again to their claims email that is specifically for situations like this. I sent all of the records again and asked for an appeal to be done and asked for them to actually investigate this time. I received no response via email over three months. Also, in the meantime I received several phone calls about my account being overdrawn and Advised the agents that I have an appeal and have them contact me, but theyve never did. They did advise they were putting Cease and desist On contacting me regarding the negative balance because of the situation and also because they breached my privacy in XXXX. I was part of one of the mini accounts that had been hacked And Capital One had already paid out as I was a claimant for ongoing investigations that are class action level. After asking for an appeal, three different times and forwarding the information once again to support my claim capital one has failed to respond or do their due diligence in the claims process and failed me as a consumer and protecting my accounts and money along with my identity. My husband is XXXX XXXXXXXX XXXX and I advise them this as well, and it was putting me in a severe bind, and they escalated it to the office of the president who never responded. I simply want the money back for the reservation that never occurred due to the medical emergency And have provided evidence that I was XXXX and that XXXX had closed the reservation per the XXXX XXXX XXXX communications that I have attached. Capital One has access to all of these records and denies Receiving them, although I have several changes showing, I forwarded them more than once. I am asking the CFPB to please step in so that they will Return the money that is rightfully mine And follow through on the investigation that I was insured would be smooth and easy process. I am also asking for all of my accounts to be closed once this is settled as they do not protect my information.

Company response to consumer: Closed with explanation