Consumer complaint received 2024-11-09 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: IL

Complaint narrative:
Hello! 
I recently had an issue with booking a hotel reservation through the Capital One XXXX XXXX, and they are not willing to refund my money. 

On XX/XX/scrub>XXXX XXXX XXXX I booked a room at the XXXX XXXX XXXX XXXX location for XXXX nights ( XXXX XXXX ). I specifically booked a XXXX XXXX room, which is slightly larger and includes a kitchen - that is on the same property as a XXXX XXXX XXXX that is smaller with no kitchen. The XXXX XXXX room is also ( understandably ) slightly more expensive than a XXXX XXXX XXXX room. 

After checking in on XX/XX/XXXX and getting to the room, I realized it was a XXXX XXXX XXXX room. Checking with the front desk/reception, it appears that Capital One 's travel partner, XXXX, booked a standard XXXX XXXX XXXX, and could not change our room. 

I called Capital One to discuss the situation, and they confirmed with XXXX that there was a mistake on their end. They offered us the option of keeping it as is, or refunding the entire amount, or re-booking for the correct room on my behalf. I opted for re-booking since I was already at the hotel and needed a place to stay. 

After some time searching, the Capital One XXXX Customer Service supervisor was having issues confirming the correct hotel/room. While on the phone, I went back to the front desk to see if they could assist. They specified that the correct room type must say " Kitchen '' in the room listing. The Capital One supervisor couldn't find the correct room, so I looked on the XXXX XXXX as well. I noticed that, for whatever reason, there was no longer a " XXXX XXXX '' listing on their portal - only XXXX " XXXX XXXX '' locations. XXXX of these is slightly more expensive, and the room description specifies " XXXX ''. The Capitol One supervisor still could not find the correct listing on their end, so I asked that since I can see it on my end, and confirmed with the hotel employee that it would be the correct room, if I were to book the room myself, could they refund me the amount + the difference in cost since it is now more expensive. She said yes. 

At the time of booking I had two options for payment : credit card/cash, or credit card loyalty points. Since she said I would be refunded, I chose to use my credit card and I proceeded to book the room. 

The hotel confirmed my reservation, the Capital One supervisor confirmed the booking on their end. I thanked them for the help, and hung up. 

The next day, I noticed that I still had the full charge of the room on my credit card, and no refund or statement credit. I also noticed that I now have a " travel credit '' of {$380.00} to use on their XXXX XXXX only. 

So I called back, explained the whole situation, and was told that they had only agreed to refund me the travel credit, and that I should have booked the new reservation with the travel credit. I explained that at the time of booking, I did not have the travel credit in my account and could only use a credit card or loyalty points. They said that unfortunately, there was nothing they could do and that I am responsible for the charges. After speaking some more, this new supervisor said they would do some research and call me back on XXXX XXXX. They did not call, so I called customer service again on XXXX, and was told that there was nothing they could do and that I am responsible for the charges. 

At this point, I am out almost {$400.00} and have a travel credit to use on a portal that completely failed me the first time and do not wish to use again.

Company response to consumer: Closed with monetary relief