Consumer complaint received 2025-09-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  To Whom It May Concern : Subject : Formal Complaint and Request for Investigation Deceptive Sales Practices, Improper Debt Collection, and Credit Reporting I am filing this complaint with the Consumer Financial Protection Bureau regarding a fraudulent vacation package purchase and the resulting failure of multiple parties to appropriately investigate, respond, or correct the associated harm. This complaint concerns three parties : XXXX. XXXX XXXX XXXX ( the original seller of the package ) XXXX. XXXX XXXX ( the collection agency now reporting a debt to credit bureaus ) XXXX. Capital One ( my credit card issuer, which mishandled the dispute process ) Background On XX/XX/XXXX, while vacationing in XXXX, I was solicited by representatives of XXXX XXXX XXXX and sold a vacation membership under materially false and misleading terms. The sales team, including XXXX XXXX and others, made the following key representations during multiple recorded conversations : I would receive XXXX XXXX  Points annually. 
I would have access to unlimited getaways at fixed rates of {$190.00}, {$390.00}, or {$590.00} depending on room size. 
I would be able to break up a week into individual days and pay a prorated amount accordingly. 
I would receive my membership login credentials and activation within 4 to 6 weeks.

These features were central to my purchasing decision. I was told I had 5 business days to cancel, but I was not able to review the actual membership until more than 8 weeks later due to delays in activation. 

However, when I finally received my membership ID nearly 9 weeks later ( well beyond the promised window ), I discovered : There were no fixed-rate unlimited getaways. 
There was no ability to prorate nightly stays. 
The membership benefits bore no resemblance to what I was promised. 

This constituted a clear bait-and-switch scheme. 

Timeline of Events and Recorded Evidence All of the following conversations were recorded and can be provided upon request : XXXX XXXX XXXX : Initial sale by XXXX XXXX and team at XXXX XXXX, confirming unlimited fixed-rate vacations and prorated options. 
XX/XX/XXXX : I requested early access to my membership to verify. XXXX again confirmed the same features. 
XX/XX/XXXX : Interval International told me they could not verify benefits without my membership ID. 
XX/XX/XXXX : XXXX stated the delay was normal and insisted my promised benefits existed. 
XXXX XXXX XXXX  : Once activated, I spoke with both XXXX XXXX and XXXX XXXX Neither had a record of the benefits I was promised. I provided my XXXX XXXX Account # XXXX and XXXX  Membership Plan # XXXX. 
Multiple representatives, including a XXXX XXXX staff member named XXXX, acknowledged discrepancies and claimed they would escalate the issue. No resolution or follow-up occurred. 

Numerous Attempts to Resolve the Matter Between XXXX and XX/XX/XXXX, I made every good-faith effort to resolve this : XX/XX/XXXX : I concluded this was fraud by deception and filed formal disputes with Capital One. 
o Capital One Case # XXXX for {$3700.00} o Capital One Case # XXXX for {$240.00} XX/XX/XXXX : I emailed a formal cancellation and dispute letter to XXXX XXXX. 
XX/XX/XXXX : I sent a second letter formally canceling under breach of contract and misrepresentation. 
XXXX XXXX : I followed up repeatedly via phone and email. 
XXXX XXXX stated they would escalate my complaint to a representative from the original resort. No one from the resort ever contacted me. XXXX XXXX later told me they were having trouble getting in touch with their client, indicating they lacked the ability to resolve the billing dispute they were representing. 

Mishandling by Capital One Despite my detailed written dispute, evidence of recorded conversations, and good-faith efforts to resolve the matter, Capital One ultimately reversed the initial chargebacks they issued in my favor. 

Their stated reason was that a contract existed. However, my dispute was not about whether a contract existed it was about fraudulent inducement, misrepresentation of material terms, and the breach of those terms. Capital One refused to accept or review the recordings. They told me they " do not have the ability to accept audio evidence. '' This is an unacceptable failure to investigate under the Fair Credit Billing Act ( FCBA ).

Capital One never requested a full copy of my original contract or attempted to reconcile the terms with what was promised and confirmed in recordings. They accepted the vendors word at face value despite clear, documented discrepancies. 

Improper Collections and Credit Reporting by XXXX XXXX XXXX my repeated and documented disputes and cancellation, XXXX XXXX turned this matter over to XXXX XXXX. I received a debt collection notice from XXXX, and as of XX/XX/XXXX, a collection account for {$12000.00} has appeared on my XXXX  credit report : Collection Name : XXXX XXXX Amount : {$12000.00} Open Date : XX/XX/XXXX Status Date : XX/XX/XXXX Address : XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, CA XXXX This debt is being reported despite : My documented dispute filed in XX/XX/XXXX XXXX XXXX  failure to resolve or defend their position My termination of the contract well before this was ever turned over to collections Clear evidence that the contract was not honored This violates the Fair Debt Collection Practices Act ( FDCPA ) and the Fair Credit Reporting Act ( FCRA ), which require debt collectors and furnishers of information to verify disputed debts before reporting. 

My Requests to the CFPB I respectfully ask that the CFPB : XXXX. Investigate the practices of XXXX XXXX XXXX and XXXX XXXX, including the bait-and-switch tactics used to lure U.S. consumers into deceptive contracts while abroad. 
XXXX. Hold Capital One accountable for mishandling the dispute process and failing to protect consumers from overseas fraud, including their refusal to receive or review critical audio evidence. 
XXXX. Ensure that the debt is permanently removed from all credit reports under the FCRA due to its fraudulent nature and improper verification. 
XXXX. Stop all further collection efforts by XXXX XXXX. 
XXXX. Consider civil penalties or further investigation into systemic abuse in vacation package sales across borders. 

I have retained full copies of all contracts, emails, dispute letters, and multiple audio recordings which prove my claims. I am prepared to submit them as needed. 

Thank you for your attention to this matter. I look forward to your response and the corrective actions needed to protect myself and other consumers. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation