Consumer complaint received 2026-04-21 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: MT

Complaint narrative:
On XX/XX/year>, while traveling across the desert of XXXX XXXXXXXX, I stopped briefly and went online with my laptop to purchase a room for the night at a hotel. I located a room from an online retailer which I was not familiar with named XXXX. I attempted to reserve and pay for a room at their site. My attempt failed and the website showed a notification screen stating my attempt to reserve and pay for a room had failed and that I should contact customer support if I wished to continue to reserve a room. There was not even a customer service phone number on their site, so I reasonably decided not to continue dealing with this unknown to me site and went and reserved a room with XXXX which I have used many times in the past. Everything worked properly and smoothly at the Priceline website so I got back on the road and continued my trip. Later that evening when logging into my email on my laptop ( I dont receive or send email from my cell phone, just because ) I saw that I had received a message from XXXX The email stated that they had reserved the room for me after all even though they had previously stated to me ( at their online site where I tried making the reservation ) that my attempt to reserve a room had failed. Obviously XXXX had a coding problem with their website. I then quickly replied to XXXX and told them that I did not now need the reservation because they had previously told me that my reservation attempt had failed and that I would have to contact customer support for further assistance. I originally attempted and failed to make the reservation at their website, not by mail. XXXX then replied to my message with an automatic XXXX generated form letter stating that they had received my message and assigned it a ticket number ( ticket number XXXX ). That was the last that I heard from XXXX and their XXXX XXXXustomer service. They would not remove the charge that they had wrongly placed on my credit card even though it is obvious that the problem lies with their poorly coded website. Maybe hiring low bid software gig help is not the best idea? Later, I contacted customer service at CapitalOne, the credit card that I had used when I attempted to make the purchase at XXXX and clearly explained to them the details of my attempted reservation with XXXX, and that the charge was illegitimate because XXXX website did not make my reservation and clearly stated the reservation had failed. I requested for Capital One to remove the wrongful charge from my bill. Capital One temporarily removed the illegally applied charge. But after a few days Capital One re-applied the charges stating that the " merchant '' had claimed that I made the reservation. It is true that I attempted to make the reservation with XXXX but their website denied my attempt at making a reservation. Capital One did not attempt to investigate any of the events of this transaction, they simply accepted the merchants claim that I " made a reservation '' and Capital One is now trying to confiscate payment from me on behalf of this online site that does not even have a phone number for customer service. Attempting to explain the situation to Capital One 's phone agent was like trying to explain the event to a slug. There was no point at all. Capital One had no interest in figuring out what actually took place with this transaction. This entire event happened because XXXX website did not work properly. XXXX stated on their website that the reservation attempt failed and to contact customer service, then later their XXXX sends out a letter stating that we had a reservation. Capital One should not be attempting to hold me responsible for such an error by the " merchant ''. But that is what they are doing.

Company response to consumer: Closed with monetary relief