Consumer complaint received 2026-05-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO

Complaint narrative:
On XX/XX/year>, XXXX XXXX XXXX XXXX XXXX XXXX assessed a charge in the amount of {$660.00} to my Capital One credit card, including a {$500.00} smoking fee that I did not authorize, did not consent to, and never agreed to in writing. At no time did I sign any document or otherwise provide express authorization permitting the hotel to impose this charge. I further deny, unequivocally, engaging in any smoking activity during my stay. The hotel had my card on file during the reservation and later applied the disputed charge without my knowledge or consent. Upon discovery of the charge, I promptly took steps to mitigate the harm by blocking my card, initiating a dispute with Capital One, and contacting the hotel directly in an effort to resolve the matter. I also spoke with the hotel manager, and that conversation was recorded. During that discussion, the manager stated that the hotel would not interfere with my ability to dispute the charge and provided an approval code for that purpose. Notwithstanding those representations, the hotel later took the position that the charge was valid and refused to provide written confirmation that it would reverse or refund the amount. The hotels approval codes were misleading because they reflected internal processing activity, not my knowing consent or agreement to the smoking fee. In support of my dispute, I submitted documentation including the hotels zero-balance checkout statement, which reflected that the account had been settled at checkout, along with additional evidence showing that the charge was contested and unsupported. I also provided materials demonstrating that the hotel later alleged smoking as justification for the fee, but I have consistently denied that allegation and denied that any valid basis existed for the charge. I further submitted guest-review screenshots reflecting similar complaints by other guests, which support the existence of a pattern of disputed smoking-related charges. Capital One initially issued a temporary credit, but later reversed that credit and rebilled the full {$660.00} after stating that the merchant had provided information supporting the charge. The bank then requested additional documentation, including a signed and dated letter, a statement regarding whether I authorized the charge, a description of my efforts to resolve the dispute with the merchant, a copy of the final invoice, and any refund documentation supporting my claim. I complied with those requests to the extent possible and continued to pursue the matter in good faith. However, the bank subsequently indicated that it required written proof from the hotel that the hotel was willing to refund the charge. The hotel has refused to provide such written confirmation, despite my direct request. Accordingly, I respectfully request that Capital One and the CFPB review the dispute based on the documentation already submitted and reverse the charge, as it was imposed without my consent, without a signed authorization, and without a lawful basis.

Company response to consumer: Closed with explanation