Consumer complaint received 2024-08-01 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: VA

Complaint narrative:
On XX/XX/XXXX, I reserved a luxury vacation home with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX using my Capital One credit card and the XXXX merchant for the rental periods XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX. I prepaid the entire rent of {$20000.00} ( {$7700.00} plus {$12000.00} for the XXXX segments respectively ). Upon arrival we and our guests were disappointed to discover that the property lacked hot water. So I immediately reported the deficiency to both XXXX and the property owner XXXX and its point of contact XXXX XXXX, Head of Design and Construction ( www.sokzo.com/theteam/ ). 

I was in constant and repeated contact with XXXX and XXXX XXXX about the hot water deficiency from the discovery of the deficiency on the morning of XX/XX/XXXX, until on XX/XX/XXXX, XXXX acknowledged the deficiency by refunding the amount of {$770.00}, equal to approximately XXXX day of rental costs including various junk fees. By telephone call that afternoon from XXXX customer service to me, I both expressed by appreciation for their assistance and specifically instructed them to keep the complaint case open, as only time would tell if the emergency repairs had fully resolved the acknowledged deficiency. 

You and anybody can easily imagine our renewed and escalated disappointment when the water service failed completely, and no water pressure meant no flushable toilets, no showers, no baths, no handwashing, no food preparation, no dishwashing, and no laundry. In total the water temperature and pressure failures marred fully XXXX of the twenty-nine days for which I had prepaid rent in full. Any consumer, merchant, landlord, or payment company understands the irrefutable obligation that any advertised luxury rental home with XXXX XXXX XXXX XXXX XXXX must deliver ordinary water services to fulfill the contract and to meet health safety standards. 

I spent approximately XXXX XXXX on the telephone with XXXX customer service during a dozen phone calls between my original complaint of XX/XX/XXXX, and their ultimate denial of responsibility on XX/XX/XXXX. My phone records corroborate this futile spoken communication, in addition to the XXXX messages exchanged on the XXXX message platform for its landlords and tenants. My time expended on these additional electronic message communications exceeded XXXX hours between XX/XX/XXXX, and XX/XX/XXXX, when XXXX Global Privacy XXXX fulfilled my Privacy Data Request for any and all records they maintain about me and this case. Those electronic records corroborate the futile written communications as well as futile the telephone calls. 

From XX/XX/XXXX, through XX/XX/XXXX, my wife and I spent approximately XXXX additional hours futilely appealing to Capital One customer service for fairness, via telephone XXXX XXXXimes, certified postal mail ( XX/XX/XXXX ), electronic mail ( XX/XX/XXXX ), and finally in person 2 times ( XX/XX/XXXX, and XX/XX/XXXX ). Over this period of engagement with Capital One, we recevied XXXX incongruent, duplicative, and contradictory postal letters. None the letters accurately identified the disputed transactions, summarized the facts of the cases, and applied appropriate legal analysis to properly adjudicate the claim. Each appears to be a maching-generated form letter vaguely claiming the some unarticulated process or information requirement had gone unmet. 

I remain convinced after extensive effort that no communications process, regardless of form, style, or content, has ever been sufficient to remedy a catastrophic water service delivery failure arising from a cheap and highly risky design of the type chosen by XXXX. With the benefit of hindsight we now know that only a hot water heater to supplement the solar system and an on-site storage tank to buffer the unreliable fresh water source cured the deficiency.

Company response to consumer: Closed with monetary relief