Consumer complaint received 2025-03-12 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:
I am submitting this complaint regarding a disputed charge from XXXX XXXX XXXX XXXX for my reservation from XX/XX/XXXX, to XX/XX/XXXX. Despite my efforts to resolve this issue with both the merchant and Capital One, I have been unable to obtain a fair resolution. 
Summary of the Issue : I booked a seven-night stay at XXXX XXXX XXXX XXXX , with a total charge of {$2700.00} applied to my Capital One credit card. 
Upon arrival on XX/XX/XXXX, I experienced severe service failures, including : o Non-functional XXXX which was essential for my business obligations. 
o Defective in-room amenities, including a non-working TV, phone, and lamp. 
o Repeated room changes that failed to resolve the XXXX  issue. 
o An admission by hotel staff that their XXXX was unreliable and could not be fixed during my stay. 
As a result, I was forced to check out early on XX/XX/XXXX, and find alternative accommodations that met my needs. 
Billing Dispute : The hotel initially agreed to process a partial refund, yet I was still charged {$1300.00}, which represents 51 % of my total stay cost despite only using the room for a single night. 
The hotel failed to provide an itemized invoice with nightly rates and instead issued a generic, unreadable invoice that does not justify the amount charged. 
I submitted multiple requests via phone and email for a detailed invoice, and the hotel confirmed it would be provided within 24 hours, yet they have failed to do so. 
Actions Taken to Resolve the Issue : XXXX. XX/XX/XXXX Requested a refund from the hotel due to service failures; was advised that a refund request would be submitted. 
XXXX. XX/XX/XXXX Contacted the hotel via email requesting an itemized invoice and clarification of charges ; no response received. 
XXXX. XX/XX/XXXX Called the hotel again XXXX. XX/XX/XXXX Initiated a formal dispute with Capital One, providing documentation, including a timeline of events, WiFi speed tests, and communication with hotel staff. 
XXXX. XX/XX/XXXX Capital One is failing to fully investigate the dispute despite the hotel 's failure to provide documentation justifying the charge of one night Why This Requires Consumer Bureau Intervention : The hotel misrepresented its services and failed to deliver essential amenities. 
The hotel has not provided a valid, itemized invoice despite multiple requests. 
Capital One has denied the dispute without sufficient justification, ignoring the merchants failure to provide documentation of the cost of one night. 
Requested Resolution : A full refund of the disputed charge ( {$1300.00} ) due to the hotel 's failure to deliver promised services. 
If a full refund is not granted, a fair partial refund that aligns with the actual nightly cost of my stay. 
Accountability for Capital Ones failure to uphold fair dispute resolution practices. 
I appreciate the Consumer Bureaus assistance in investigating this matter and ensuring fair business practices.

Company response to consumer: Closed with monetary relief