Consumer complaint received 2025-12-10 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: SC

Complaint narrative:
CFPB COMPLAINT CAPITAL ONE BANK ( USA ), N.A. 

Consumer : XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX XXXXXXXX Phone : XXXX Email : XXXX Credit Card Issuer : Capital One Bank ( XXXX ), XXXX. 

Account Type : Credit Card Dispute Case Number : XXXX Disputed Amount Re-Posted : {$5400.00} Amount Owed Back to Me ( Room Charge ) : {$2400.00} Nature of Complaint Failure to properly investigate a billing error and unauthorized charge under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. 1026.13 ). 

Summary of the Issue I am filing this complaint because Capital One failed to conduct a reasonable investigation of a disputed charge, improperly relied solely on merchant-submitted documentation, and ignored extensive rebuttal evidence I provided. 

Capital One repeatedly ruled against me without reviewing my submissions, despite acknowledging receipt of affidavits, text messages, witness statements, and documentary proof contradicting the merchants claims. 

Background and Timeline On XX/XX/year>, XXXX XXXX XXXX XXXX charged my credit card {$9700.00} after I had already checked out. 

I was never shown a room rate, never signed for any room charge, and was explicitly told at check-in that my room was fully comped. Only a {$150.00} per night incidental hold was authorized. 

XXXX XXXX later issued a partial credit of {$4200.00}, confirming the original charge was improper. 

After the partial credit, Capital One re-posted {$5400.00} to my account. 
Of that amount, {$2400.00} represents the remaining room charge that was promised as fully comped. 

I timely disputed the charge and provided over XXXX pages of evidence, including : Text messages from the casino host confirming the room was comped and promising reversal Witness statements from a casino industry professional and my wife Documentation showing XXXX room rate at check-in Proof that no room rate was disclosed or authorized Proof that no full pre-authorization was ever placed for room charges Capital Ones Failure to Investigate Despite this evidence : Capital One relied exclusively on the merchants internal documents, which I never saw, signed, or agreed to. 

Capital One representatives admitted they were going by what the hotel sent and refused to consider my rebuttal evidence. 

A dispute supervisor ( XXXX XXXX explicitly refused multiple times to reopen or meaningfully review the case, even after I demanded reinvestigation on a recorded line. 

I was told Capital One does not investigate beyond reviewing merchant submissions which directly contradicts Regulation Zs requirement of a reasonable investigation.

Regulatory Violations Capital Ones conduct violates : 15 U.S.C. 1666 ( a ) Failure to properly investigate a billing error.

12 C.F.R. 1026.13 ( f ) Failure to conduct a reasonable investigation and consider consumer evidence. 

A consumers dispute can not be denied solely because a merchant submits paperwork, especially when that paperwork is contradicted by substantial evidence. 

Why This Matters If the room had not been comped, Capital One would expect : A disclosed room rate at check-in A signed acknowledgment A full pre-authorization hold for the stay None of those occurred. 

Capital One ignored the fact that XXXX XXXX itself issued a partial refund, which directly undermines the merchants claim that all charges were authorized. 

Capital One required me to obtain a written reversal from the merchant shifting the banks legal obligation onto the consumer. 

Resolution Requested I respectfully request that the CFPB require Capital One to : Conduct a proper reinvestigation under Regulation Z Review all rebuttal evidence already submitted Reverse the disputed portion of the charge ( {$2400.00} ) Correct its dispute handling practices so consumers are not ignored in favor of merchant submissions Attachments Provided Dispute correspondence Witness statements Text messages with casino host Partial refund proof Credit department documentation showing comped stay Timeline and evidence index Closing Capital One failed to meet its obligations under federal law. I acted promptly, in good faith, and provided overwhelming evidence. My dispute was effectively denied without investigation. 

I respectfully request CFPB intervention. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation