Consumer complaint received 2025-11-25 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:
Date of incident : XX/XX/XXXX XXXX number : XXXX Disputed amount : {$690.00} ( XXXX % of {$1100.00} ) SUMMARY : I filed a chargeback dispute against XXXX for false advertising and services not as described. Capital One denied my dispute using Visa reason code XXXX despite the merchant making multiple provably false statements in their response.On XX/XX/XXXX, I called Capital One at XXXX AM CT per the phone number on their resolution letter ( XXXX ). I spoke with representative XXXX ( badge number XXXX, last name not provided ) until approximately XXXX AM CT. When I requested a copy of the call recording or transcript, she declined, stating it is " Capital One 's proprietary information '' despite me being XXXX of the parties recorded. She stated there was nothing else Capital One could do because it was " a Visa decision '' and that even if I had checked out halfway through my stay, it would not have helped my XXXX XXXX filing this CFPB complaint because Capital One failed to address documented merchant dishonesty in the dispute process and refused to provide me with a recording of our conversation. 

FALSE STATEMENTS BY MERCHANT : " The customer never contacted us '' - This is demonstrably false. I contacted XXXX through their dispute portal on XX/XX/XXXX ( while still at the property ) and via email on XX/XX/XXXX. XXXX sent me confirmation emails on XX/XX/XXXX, and XXXX, XXXX acknowledging receipt of my complaints. These emails state " We've asked XXXX XXXX XXXX XXXX to look into your recent experience '' and " Your issue has been escalated. '' I have all of these emails as proof. 

" XXXX was charged for 2 days stay '' - This is factually incorrect. I was charged XXXX for a full XXXX stay ( October 1-5, 2025 ). XXXX 's own booking confirmation, which they submitted as evidence, clearly shows " XXXX nights, XXXX room '' and the full payment of XXXX paid on XX/XX/XXXX. They contradicted their own documentation. 

XXXX XXXX : The Booking.com listing prominently advertised " soundproof walls '' as a room feature. This was completely false. The walls were so thin that even with earplugs, I could hear conversations and noise from adjacent rooms. On XXXX consecutive nights ( XXXX XXXX ), the adjacent room held loud parties. I was forced to personally confront disruptive guests at XXXX AM on XX/XX/XXXX because the front desk phones went unanswered.MY ATTEMPTS TO RESOLVE : XX/XX/XXXX : Sent written complaint to hotel requesting 60 % refund XX/XX/XXXX : Contacted Booking.com through their dispute portal XX/XX/XXXX : Received Booking.com email stating they contacted the hotel XX/XX/XXXX : Hotel offered only 15 % discount on future stay ( unacceptable ) XX/XX/XXXX : Contacted Booking.com again when XXXX malfunctioned XX/XX/XXXX : Booking.com confirmed escalation CAPITAL ONE 'S RESPONSE : Capital One denied my dispute stating I " accepted '' the service by completing my XXXX stay. However : XXXX reservation was non-refundable, so leaving early would have cost me the full amount anyway -When I asked representative XXXX if XXXX out early would have helped my case, she stated it would not have -I was in a foreign country with limited accommodation alternatives -I complained IN WRITING while still at the property and requested a refund -The hotel refused any reasonable remedy and ignored my complaint for 10 days, later responding with a 15 % future discount- not a refund for false advertising -The false advertising ( soundproofing ) was only discoverable AFTER check-in MY CONCERNS : -Merchant dishonesty not considered : Capital One assigned Visa reason code XXXX for " not as described services '' but did not address that Booking.com made provably false statements during the dispute process. 

XXXX policy : According to representative XXXX, staying XXXX full duration meant I " accepted '' the service, but checking out early also would not have helped my case. This creates an impossible situation where consumers can not win disputes regardless of their actions. 

-Denied access to call recording : I was denied a copy of the recording of my conversation with Capital One despite being a party to that conversation. This prevents me from having documentation of what was stated during the call. 

WHAT I'M REQUESTING : -Capital One should review why merchant dishonesty in dispute responses is not considered as a factor in dispute decisions -An explanation of Capital One XXXX XXXX when merchants make provably false statements to the dispute department -A copy of the recording or transcript of my XX/XX/XXXX call with representative XXXX ( badge XXXX ) -Reconsideration of my case given the documented false statements by the merchant I have attached extensive documentation including : booking confirmations showing the soundproofing claim, XXXX 's emails proving XXXX contacted them ( contradicting their claim ), the hotel 's inadequate response, and XXXX 's own documentation XXXX the XXXX charge ( contradicting their " 2 days '' claim ) XXXX informed representative XXXX that I would be pursuing this XXXX through channels outside of Capital One, including this CFPB complaint, regulatory review, and potentially small claims court.

Company response to consumer: Closed with explanation