Consumer complaint received 2024-11-18 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: FL

Complaint narrative:
I booked a room with XXXX on XX/XX/XXXX. The room that I added to my cart and received confirmation that I was receiving was a double bed suite . When I called to confirm with the hotel the following morning, they stated that the third party company booked a King suite with one bed and it could not be modified by them as it was booked by a third party. I specifically booked the double bed room because it was being shared with a coworker. I contacted the sites customer service number where they told me I wouldnt receive a refund. I informed them that I would have my cc holder dispute the charge if they did not correct the room. They did nothing and I was left to rebook on another site paying even more money. I contacted Capital one and they stated I had to wait for the charge to hit the account as it was still pending. On XX/XX/XXXX I contacted Capital one when they opened the dispute. They informed me I would have to wait until the merchant responded before I would need to provide documents. I received a letter the first week of XXXX stating I needed to submit documents as XXXX stated my charge was legit even though they did not book me a double bed room per the confirmation page. I submitted all reasoning and emails as well as call logs showing that I had been in contact with the company and the hotel directly trying to get the matter resolved and XXXX did nothing. I reported the issue to the FTC who told me to report it to Capital one, what transpired with XXXX was bait and switch tactic. After submitting my documents on XX/XX/XXXX. I received a letter that the matter was considered a legit charge. I contacted Capital one and when a supervisor reviewed everything she stated that it was concluded that way because the dispute type was inaccurate. She told me to change the type from unauthorized transaction, to product or service not received or as described. I did just that and submitted all the documents she stated as well. I then received another letter a week later stating that the dispute was closed due to not receiving requested documents. I contacted capital one yet again. They stated they needed a letter from the Hotel that verifys the type of room that was booked. I had to reach out to the driver, and beg him to go to the location as everyone on the phone stated that was something only front desk could assist with. I got the letter and sent it in. I heard nothing back. I contacted capital one once again they then stated they needed a clearer copy of the original receipts I sent that in on XX/XX/XXXX. For every document that I sent Capital one they then requested another document. Until now, I receive a letter stating the time frame for this dispute has now passed. I have spent over XXXX hours on the phone with Capital one since this matter began and accrued over {$190.00} in international phone charges and not once did they state anything about a deadline neither did they provide me with the correct documents needed at the beginning to correct this matter.

Company response to consumer: Closed with monetary relief