Consumer complaint received 2025-09-30 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: NY

Complaint narrative:
On XX/XX/year>, I booked a stay at XXXX XXXXXXXX XXXX XXXX XXXX through Capital One Travel for XXXX XXXX XXXX  I fully paid for the reservation at the time of booking using a {$300.00} Capital One XXXX XXXX travel credit and Capital One reward points ( totaling the full price in USD ). The points were redeemed immediately and posted on my account as a payment. I received confirmation showing the hotel was booked and prepaid. 

I checked in on XX/XX/year>, provided my Capital One Spark Business card for incidentals and taxes of {$130.00} USD, and stayed through XX/XX/XXXX. Despite this, the hotel charged my card for the full stay. They initially refunded that charge, but then on XX/XX/year>, charged my card XXXX more times. Only XXXX of these charges was later refunded. Because the refunds were processed in foreign currency, each refund returned less than what was charged. 

Disputed Transactions and Refund Summary : XX/XX/year> Unauthorized Charge : {$1200.00} charged, {$1200.00} refunded, shortfall {$53.00} XX/XX/year> XXXX Unauthorized Charges : {$1200.00} XXXX = {$2400.00} charged, XXXX refund of {$1200.00} received, XXXX charge of {$1200.00} still unrefunded, shortfall {$14.00} on the refunded charge Total disputed amount : {$1300.00} USD. 

On XX/XX/year>, I contacted Capital One to file a dispute, explaining that the hotel had charged me for a stay already prepaid through Capital One Travel. The representative instructed me to file XXXX separate disputes, which I did using the same supporting documentation for each case. 

Over the next XXXX months, I contacted Capital One repeatedly, spending hours on hold and re-explaining the case each time. There was no case ownership or continuity, and I was asked to resubmit the same materials multiple times. When I escalated, the supervisor named XXXX told me that the hotel had provided proof that was enough for Capital One to uphold the charge but refused to show me that proof. She also claimed I had not provided enough proof of payment even though I had submitted the full reservation confirmation and redemption record repeatedly. She refused to escalate the case further. 

When Capital One finally responded to my CFPB complaint, they attached documents including a hotel bill for a room treated as not prepaid, even though my booking was fully prepaid through Capital One Travel. Their reply essentially provided an email from the hotel saying the cardholder stayed at the hotel and was charged accordingly, ignoring the fact that Capital One had already accepted payment for the stay and apparently never forwarded that payment to the hotel. Their response also falsely stated that I withdrew XXXX of the disputes, which I did not. 

In fact, the reply provided by Capital One to the CFPB includes all of the following : Proof of my hotel reservation Proof of payment using points and travel credit Proof that the hotel never received payment for that reservation and charged my card again instead This situation reflects gross negligence, misrepresentation, and possible fraud by Capital One : They accepted my points and travel credit as full payment but never forwarded the payment to the hotel, resulting in duplicate charges. 
They used a hotel bill as justification to uphold the charge without acknowledging their own failure to pay. 
They mischaracterized a payment credit as a refund, invented new reasons for denial at each stage, and ignored clear evidence. 
They refused escalation, lost documentation, and mishandled the dispute for months despite my repeated attempts to resolve it. 

I request that the Consumer Financial Protection Bureau investigate Capital Ones mishandling of this case, its failure to honor a prepaid reservation, and its refusal to acknowledge its role in causing me to be charged again for a stay that was already paid in full through their own travel portal.

Company response to consumer: Closed with non-monetary relief