Consumer complaint received 2025-05-07 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 submitted a dispute to Capital One in XX/XX/XXXX to challenge a credit card charge on my account statement for a guest room reservation at XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX, Texas. Further, the guest room reservation was paid online to XXXX XXXX. Also, the guest room reservation was not delivered by XXXX XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX when I arrived at XXXX XXXX XXXX XXXX XXXX general manager XXXX XXXX could not find my guest room reservation in XXXX XXXX XXXX XXXX XXXX computer system. On XX/XX/XXXX I remain inside XXXX XXXX XXXX XXXX XXXX for more than forth -five minutes while the general manger searched XXXX XXXX XXXX XXXX XXXX XXXX system but XXXX XXXX was unsuccessful in locating my guest reservation for the hotel. 

My case number for my merchant dispute is XXXX. Capital One had issue me a temporary credit on my credit card account for {$170.00}. However, after XXXX XXXX and XXXX XXXX subsidiary business ( Reservation Counter ) responded to my reasons for my merchant dispute. Capital One put the {$170.00} back on my credit card account. The reason was : XXXX. XXXX XXXX told Capital One that want to be paid because I was a NO Show. 
XXXX. XXXX XXXX refers to the company cancellation policy. 


During the process of my merchant dispute, I stayed in contact with Capital One regarding status of my merchant dispute. Further, I did provide Capital One a response after I had receive documents from XXXX XXXX and Reservation Counter. 

Hence, I submitted a certified package to Capital One dispute department. Enclosed in my certified mail package : XXXX. A copy of the letter that stated XXXX XXXX general manager could not find my guest room reservation on XX/XX/XXXX. 
XXXX. A copy of a 3rd party invoice. On the 3rd party invoice XXXX XXXX wrote on the invoice I did not stay with XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. The reason XXXX XXXX wrote this it was a brief statement for my money to be refunded. Also, XXXX XXXX told me XXXX XXXX XXXX XXXX XXXX could not refund me {$170.00} because the guest room was paid to a 3rd party. 

On XX/XX/XXXX while I was at XXXX XXXX XXXX XXXX XXXX to obtain my documents to submit to Capital One. XXXX XXXX disclosed to me XXXX XXXX online system delays sending guest reservations to XXXX XXXX XXXX XXXX XXXX computer system. 

Moreover, on XX/XX/XXXX I was not aware XXXX XXXX had technical difficulties delaying guest room reservations to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX technical difficulties in their system cause my guest reservation not be found in XXXX XXXX XXXX XXXX XXXX computer system. Therefore, I left XXXX XXXX XXXX XXXX XXXX to seek a guest room at another hotel. 


XX/XX/XXXX XXXX XXXX provided me a letter. In the letter XXXX XXXX stated I did show on XX/XX/XXXX. Also, my guest room reservation had not reached XXXX XXXX XXXX XXXX XXXX computer system. 


XX/XX/XXXX, I called Capital One and spoke with a supervisor manager name XXXX to request my merchant dispute to be reopen because I was not fairly treated by Capital One. Furthermore, I asked Capital One dispute department why did they close my dispute case when my billing error was not resolved. Even thou, my documents from XXXX XXXX the general manager at XXXX XXXX XXXX XXXX XXXX acknowledges I was at the XXXX XXXX XXXX XXXX on XX/XX/XXXX and my guest room reservation booked with XXXX XXXX had not reach XXXX XXXX XXXX XXXX XXXX computer system for me to check into the hotel. 

Also, I told Capital One dispute department on XX/XX/XXXX that XXXX XXXX had on-going technical difficulties delaying guest room reservations to XXXX XXXX XXXX XXXX XXXX XXXX 
I am requesting reimbursement of {$170.00} and finance charges I have paid to Capital One for a guest room that was not delivered to me at XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX that was booked through XXXX XXXX.

Company response to consumer: Closed with explanation