Consumer complaint received 2025-01-13 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: GA

Complaint narrative:
I went on the XXXX website on XX/XX/year>, seeking a two-night stay at a hotel in XXXX, XXXX XXXX  XXXX I received an offer of $ XXXX at the XXXX in XXXX with the stipulation that I had to pay immediately. The other option was $ XXXX, and I had until the XXXX of XXXX to pay. I chose the {$110.00} offer. I paid the {$520.00} and thought it was exorbitant, but I was told there was a daily fee for the hotel stay in addition to taxes. After accepting the charge, I reviewed the invoice and saw that I was billed $ XXXX. I immediately called XXXX and pointed out that the bill was incorrect. They said they could not do $ XXXX ; I said I chose $ XXXX and would not pay $ XXXX more than advertised. I told them to cancel the reservation and refund the money. They said it is nonrefundable. I pointed out that their offer of $ XXXX stated that it was refundable up to the XXXX of XXXX. The representative said he would call the hotel and see if they would agree to the refund. He came back stating that they will not refund the money. This was XXXX minutes after making the reservation. I said since I cant get the money refunded, I will accept the reservation. He said he is sorry ; the reservation is already cancelled, and he can not change it. I said this is unacceptable ; they will not refund the money and will not honor the reservation!! 
I called the hotel and spoke to XXXX. She saw the reservation, but she said it came in from XXXX, not XXXX. I told her I did it through XXXX, I didnt know they were one company. I told her what the agent told me, she said he didnt call the XXXX XXXX and she will agree to the refund because the reservation was just made. She said if XXXX fax over a request, she will approve the refund without penalties. I got XXXX on the call, and she asked the representative, XXXX, to send over the request ; he did, and she signed it and faxed it back to them. XXXX told me I would receive a full refund. ( I have attached the correspondence between XXXX and XXXX XXXX. ) To my complete surprise, later in the day I received an email from XXXX telling me that they will not refund my money ( email is attached ). I called Capital One, and one of the representatives, XXXX, initiated the dispute. 
I submitted to Capital One the emails between me and XXXX as well as a copy of the receipt from the XXXX XXXX XXXX where we stayed in lieu of the XXXX XXXX. I received a letter from Capital One stating that XXXX informed them that the money paid for my stay at the XXXX XXXX is nonrefundable, and I was aware of that fact. I spoke to XXXX at Capital One on XX/XX/year>, and pointed out that XXXX, to my knowledge, does not have a hotel, they are the middleman, and the hotel authorized my refund, so they are stealing in withholding it from me. Capital One told me to reach out to XXXX because they can not do anything. XXXX told me since I filed the dispute, I have to deal with Capital One. 
On XX/XX/year>, I called Capital One and they told me to submit the correspondence between the hotel and XXXX to show that they authorized the refund. I called XXXX at the XXXX ; she was shocked that I didnt receive the refund. She sent me the correspondence. I spoke to XXXX at Capital One, and she sent me a link to submit the documents. On XX/XX/XXXX, I sent the correspondence at XXXX, and I received a notice that the case will reopen at XXXX. At XXXX, I received notice that the case is closed. I called and spoke to XXXX who read over the documents from the hotel and said he will send the dispute for review. A few days later, I received a letter from Capital One dated XX/XX/XXXX, stating that they did not receive the information requested and the case is closed. Obviously, Capital One didnt trouble themselves to read the information sent, and I have been wrongfully denied my money. I request that Capital One review this matter and credit me the {$520.00} owed and any interest that has accrued.

Company response to consumer: Closed with monetary relief