Consumer complaint received 2026-03-17 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: MD

Complaint narrative:
I am filing a complaint regarding a travel purchase made through Capital One XXXX that was not fulfilled as described, as well as my inability to access customer support or initiate a dispute while traveling internationally. On XX/XX/XXXX, I booked a 22-night hotel stay ( starting XX/XX/XXXX, ending on XX/XX/XXXX ) at XXXX XXXX XXXX in XXXX, XXXX XXXX XXXX through Capital One XXXX XXXX for approximately {$3000.00}. Upon arrival at the hotel at approximately XXXX on XX/XX/XXXX, I was informed that my reservation did not exist at that property. Instead, I was told that I had been placed in a completely different hotel, XXXX XXXX, which is a separate property with a different name and address. This substitution was made without my knowledge or consent. The replacement hotel was not listed as one of my options on Capital One XXXX XXXX XXXX platform at the time I performed the reservation, meaning I had no opportunity to review or evaluate it prior to arrival. Regardless of proximity or shared management, these are marketed and sold as distinct accommodations. I specifically selected and paid for XXXX XXXX XXXX, and that is not the property I received. To be clear, this is not a minor inconvenience or a simple downgrade. This is a failure to deliver the booked accommodation. I paid for a specific property and was provided an entirely different hotel without prior notice or agreement. I relied on Capital One XXXX, a major financial institutions booking platform, to accurately fulfill the reservation as booked. I was not notified of any issue in advance and had no opportunity to make alternative arrangements. I attempted in good faith to resolve this issue directly with Capital One. I made multiple attempts to contact customer support using the provided phone numbers, including international and toll-free lines, but was unable to successfully reach a proper representative who could help. These calls either failed to connect or consumed my limited international calling balance entirely without providing access to support. Additionally, I am currently unable to access my Capital One account online due to international access limitations, which has prevented me from initiating a dispute through normal channels. I also sent a direct written complaint to Capital One but have not received a response. As a result, I have been unable to initiate or resolve a dispute through Capital Ones standard processes. This situation involves both : 1. Failure to provide the purchased service as described, and 2. Failure to provide accessible means to resolve a billing dispute. I am requesting a substantial refund and appropriate compensation. I paid for a specific hotel and experience and received something entirely different without consent. I am seeking a resolution that reflects the difference in value as well as the inconvenience and lack of support I experienced. I have documentation to support this complaint, including my booking confirmation showing XXXX XXXX XXXX and photos of the accommodation I was actually provided. Due to international travel limitations, I am not able to reliably receive phone calls or text messages. I request that all communication regarding this complaint be conducted via email. I respectfully request that this matter be reviewed as both a service fulfillment failure and a breakdown in the dispute resolution process, and that it be resolved accordingly.

Company response to consumer: Closed with explanation