Consumer complaint received 2025-06-08 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

Complaint narrative:
On XX/XX/year>, I booked a hotel ( XXXX XXXX XXXX ) through the Capital One Travel app for {$600.00}. At the time of booking, the listing clearly stated Free Cancellation until XX/XX/XXXX this language appeared on the XXXXXXXX XXXX XXXX XXXX and was a major factor in my decision to proceed with the reservation. 

On XX/XX/XXXX, I contacted Capital One Travel to cancel the reservation and, to my surprise, was told that their internal system recorded the reservation as non-refundable. This directly contradicts what I saw on the app during the booking process. I had taken a screenshot at the time of booking that clearly shows Free Cancellation until XX/XX/XXXX, with no mention of non-refundable anywhere on the screen. I had also used the apps Free Cancellation filter while searching, which further reinforces that I was only viewing refundable options. 

During this call, I was advised to contact the hotel directly. I did so, but the hotel informed me that all cancellation-related matters needed to be handled through Capital One Travel . 

Because I was told there was no way to submit my screenshot to the customer service team over the phone, I initiated a dispute in order to upload my documentation formally. On XX/XX/XXXX, I submitted my evidence through the dispute portal. However, my case was closed extremely quickly possibly within an hour with a message stating it " lacked all required information, despite my having followed instructions previously given to me by a Capital One representative. 

After the denial, I called Capital One again and was told that their system still showed the booking as non-refundable. In response, I gathered additional supporting evidence from the Capital One Travel app that demonstrates the following : Non-refundable hotels are clearly labeled as such, both in search results and on the checkout page. 
My booking screen showed no non-refundable language and instead used the phrase Free Cancellation until XX/XX/XXXX, which is consistently used throughout the app to indicate refundable bookings. 
The app presents refundable and non-refundable options distinctly, often with different pricing and labeling making it highly unlikely that I would have unknowingly selected a non-refundable option. 
I have since submitted a supplemental statement and documentation to Capital One and am requesting that my case be reopened. 

I believe this may have been the result of a technical discrepancy between the apps front-end ( user-facing interface ) and Capital Ones back-end ( internal booking system ). For example, the app may have displayed outdated or incorrect cancellation policy information that did not match what was recorded by the supplier ( such as XXXX or XXXX ). If there was a miscommunication or sync error between these systems, that is not the fault of the consumer. I relied in good faith on the information shown to me at the point of sale. 

This issue has resulted in a $ XXXX loss for a hotel I would never have booked had it been labeled as non-refundable. I respectfully requested that this case be reopened and thoroughly reviewed, based on the clear discrepancy between what I was shown at booking and what was later claimed by Capital One.

Company response to consumer: Closed with monetary relief