Consumer complaint received 2026-03-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO

Complaint narrative:
Misleading price representation in Capital One XXXX XXXX. This complaint is being submitted as an escalation following Capital Ones response dated XX/XX/year>2026 regarding CFPB Case XXXX, in which Capital One declined my request for a {$150.00} credit. XXXX On XXXX XXXX, 2026, I booked a hotel stay at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the Capital One XXXX XXXX XXXX my Capital One XXXX XXXX credit card. During the booking process, the pricing representation on the booking page stated that the Total includes fees. Based on this representation, I reasonably understood that the total price displayed included all mandatory charges required for the stay. After completing the booking, the confirmation email indicated that a mandatory resort fee of {$50.00} per night would be charged at the property. For my three-night stay, this results in an additional {$150.00} in required charges. This resort fee is not optional. It is a mandatory condition of staying at the property and therefore constitutes part of the true total cost of the reservation. Importantly, the reservation was also non-refundable, meaning that once the additional mandatory fees were disclosed in the confirmation email, I no longer had the ability to cancel the reservation or mitigate the financial impact of the additional charges. The statement on the booking page that the Total includes fees is inconsistent with a separate mandatory nightly charge that was not included in the displayed total price. Representing a booking total as including fees while excluding a required resort fee materially misrepresents the actual cost of the reservation. Capital Ones XX/XX/XXXX response states that the resort fee was clearly displayed on the portal page prior to checkout. I dispute this assertion. At the time of booking, the resort fee was not presented in a clear or conspicuous manner on the booking page. It is possible that the fee disclosure was omitted due to a technical error, display issue, or inconsistency within the Capital One XXXX XXXX, which would explain why the fee only became apparent after the confirmation email was issued. I also have screenshots of other booking offers within the Capital One XXXX XXXX where resort fee information does not appear in the manner described in Capital Ones response, suggesting the disclosure may be inconsistent or not sufficiently conspicuous relative to the advertised total price. Additionally, after the complaint process began, a representative from Capital One attempted to reach out for additional information. I promptly returned the call and made XXXX separate attempts to return the call, but the representative was unreachable. As a result, I was unable to provide additional information or clarification that may have assisted in resolving the issue before Capital One issued its denial. Because the resort fee is mandatory, materially increases the cost beyond the represented total price, and was disclosed only after a non-refundable booking had already been completed, I believe the pricing representation used in the Capital One XXXX XXXX was misleading.

Company response to consumer: Closed with explanation