Consumer complaint received 2026-05-19 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 am submitting this complaint regarding Capital Ones handling of a billing dispute involving a hotel reservation with XXXX XXXX XXXX and what I believe was an inadequate and inconsistent investigation process. Disputed Charge Information : Merchant : XXXX XXXXXXXX XXXXOriginal Charge Amount : {$3300.00} Capital One Dispute Case Reference : XXXX ( if applicable ) Travel Dates : Scheduled arrival XX/XX/year> Background : I attempted to cancel my reservation prior to arrival and before using any portion of the stay. I made multiple efforts to contact the merchant through available phone numbers before check-in. Despite these efforts, I experienced delays reaching a representative. I ultimately canceled the reservation on XX/XX/year> and received cancellation confirmation number : XXXX. My understanding of the merchants cancellation policy was that : Cancellation within a specified timeframe before arrival could result in a ONE-night penalty Failure to cancel/ no-show could result in a TWO-night penalty At no point was my position that I should owe nothing. I consistently stated I understood I may be responsible for a one-night cancellation penalty if supported by the policy. My concern is being charged amounts exceeding what appears supported by the merchants stated terms and Capital One failing to adequately resolve or explain discrepancies. Dispute Concerns : I submitted documentation supporting my dispute, including cancellation records, merchant policy information, and evidence of cancellation attempts. During communications with Capital One, I received inconsistent information regarding the status and resolution of my dispute. Examples include : Being told dispute outcomes or credits were pending or processed, then later receiving conflicting information Being instructed to resubmit or re-explain the dispute due to categorization issues Receiving inconsistent explanations regarding whether the dispute concerned cancellation timing versus amount charged Being advised to wait for further action by a specific date ( Tuesday ), with no meaningful resolution occurring afterward Additionally, during a conversation with a Capital One representative, I was informed that there had been acknowledgement consistent with a one-night penalty resolution between the merchant and my position regarding the charge. I retained documentation/voice records relating to those conversations. Despite this information, the dispute remained unresolved in a manner consistent with the merchants cancellation terms. My concerns are not limited to the final decision itself, but also include : Whether Capital One conducted a reasonable and complete investigation of the dispute Whether all supporting documentation was reviewed appropriately Why conflicting information was repeatedly provided regarding dispute status, credits, and expected outcomes Why evidence suggesting applicability of a one-night penalty was not clearly addressed Whether dispute procedures were properly followed Requested Resolution : I respectfully request : A full review of Capital Ones handling and investigation of this dispute Clarification regarding prior credits, reversals, and dispute determinations Review of the merchant cancellation policy against the amounts charged Correction or reimbursement of any charges exceeding the applicable cancellation penalty supported by the merchants terms Written explanation of how Capital One reached its conclusions despite the documentation submitted I am prepared to provide supporting records including cancellation confirmation, call history, dispute communications, policy screenshots, and additional documentation upon request. The last time I spoke with Capital One- the rep informed me that the merchant, myself, and Capital one all agreed that a one night penalty was the appropriate action. As of writing this statement, the entire amount for a 6 night stay has been taken out of my account and not returned.

Company response to consumer: Closed with monetary relief