Consumer complaint received 2025-06-29 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: TX

Complaint narrative:
My complaint involves a violation of the Texas Business and Commerce Code, Title 2, Chapter 17 : Deceptive Trade Practices and the Federal Trade Commission Act, Section 5 : Unfair or Deceptive Acts or Practices, On or about XX/XX/year> on the website XXXX I clicked the reservation icon to make a non-refundable reservation at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This property is managed by XXXX XXXX XXXX XXXX XXXX XXXX ( " XXXX '' ). The listing did not disclose that a rental agreement had to be signed and that the reservation was subject to a rental agreement. In fact, there was no way before I made a reservation, to review any agreement that the owner or property manager would make be sign, even if there was a disclosure of such an agreement. After making the reservation, I got two emails from XXXX. One said that my reservation was subject to a rental agreement, one I had never seen or signed. The other contained a link for execution of that rental agreement, saying that if it was not executed and returned within 48 hours, my reservation would be canceled. As I read through the rental agreement, I noticed that the provision that limited the number of cars to park in the driveway of the rental unit had not been completed. I also noticed that Article 10 required no notice be given if XXXX wanted to access my unit. I could not sign such an agreement. I emailed XXXX indicating I could not sign the rental agreement. Following my email to XXXX to cancel my reservation, a string of emails followed, with XXXX 's response saying the agreement was " voluntary '' and my reservation was intact. I responded that they never indicated signing the rental agreement was voluntary and had instead expressed the contrary, that my reservation was subject to execution of the rental agreement. XXXX 's website ( XXXX XXXX XXXX  ) indicates it is a XXXX company. XXXX is a Florida corporation. XXXX proceeds to debit my credit card for {$320.00}, the first installment of my payment, despite my refusal to execute their rental agreement and my email to them to cancel my reservation.. A second charge of {$320.00} was debited to my credit card, this time in the name of XXXX. At the time of the second charge, I reviewed the first charge, XXXX had been changed to XXXX on the that first charge. 

I disputed both charges with my credit card company, Capital One. Capital One granted me a credit on the first charge, but refused a credit on the second charge, indicating I had to work it out with XXXX I called XXXX 's support line and gave them all the needed information. After they reviewed this information, I had a phone call from an agent indicating I would get a credit. On XX/XX/year>, I received an email from XXXX, indicating I was due a credit, but because of " technical issues '', they could not process it. Shortly after that, I get an email that I have been given a " cash reward ''. That cash reward was for {$320.00}. It was not a credit to my credit card. 

What XXXX  did was deceptive and illegal. I have paid off my credit card bill with Capital One, except for the {$320.00} I am owed by XXXX and discontinued use of that credit card. Capital One has hit me with late payment penalties and reports to credit agencies that have lowered by credit rating. Now, Capital One has indicated they are going to close my account. XXXX  has maintained I must withdraw my cash credit and pay Captial One myself. I have indicated that is not satisfactory, as they are avoiding accountability for admitting I am owed a refund because of their deceptive action. In an effort to try to settle the matter with XXXX I offered them this solution : 1 ) That before I make any withdrawals to pay the credit I am owed with Capital One, they must sign a letter to Capital One indicating that the payment of {$320.00} was a credit they gave me on my XXXX account intended to satisfy my dispute with Capital One. XXXX refused. I am taking XXXX  to arbitration on this matter, but Capital One is apparently not going to wait until the matter is resolved before closing my credit card account. 

As a " creditor '', I have the right to reject or accept an alternate form of payment of a debt from debtor. I need some indication from XXXX that they agreed to a credit and that any money I pay to Capital One is from them. This would be the first step to clearing up my credit rating.

Company response to consumer: Closed with monetary relief