Consumer complaint received 2025-12-09 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: SC

Complaint narrative:
On XX/XX/year>, my Capital One card was charged {$220.00} by XXXX * XXXX XXXX XXXX for a hotel reservation made through XXXX for the night of XX/XX/year>, near XXXX XXXX. 

When we arrived at the XXXX XXXX on XX/XX/year>, the room we were given was unfit for occupancy. It was a basement-level room with a window at sidewalk level where we could hear conversations on a XXXX XXXX, the room and beds appeared dirty, the bathroom mirror was cracked, and the desk and furnishings were visibly damaged and poorly maintained. I did not feel comfortable even sitting down in the room due to its condition. 

I immediately contacted XXXX ( the booking merchant ) while still at the hotel and spent over XXXX minutes on the phone with them. During that call, XXXX spoke with the hotel, and I was told the issue would be taken care of and I would be refunded or contacted if any problems arose. The hotel staff and the owner were aware that we were leaving and why we were leaving. 

Because the room was uninhabitable, we left the XXXX XXXX and booked another hotel nearby for the same night. We paid {$420.00} to stay at the XXXX XXXX on XX/XX/year>. I have provided Capital One with the XXXX XXXX receipt, which clearly shows we lodged elsewhere that night and did not stay at the XXXX XXXX. 

When I returned from my trip several weeks later, I realized the XXXX XXXX charge had never been refunded. I initiated a dispute with Capital One and supplied : Photos of the XXXX XXXX room showing the poor/unsanitary condition The XXXX XXXX XXXX for {$420.00} for the same night A call log showing my XXXX minute call with XXXX on XX/XX/year> A detailed written statement and timeline of events A screenshot of a XXXX XXXX my XXXX XXXX made once we reached our final destination describing the condition of the room and that we left and stayed somewhere else Despite this, Capital One has repeatedly sent form letters stating that I have not provided the requested documentation, even after I re-submitted everything in a consolidated packet. Most recently, I was told that my case was being closed and the temporary credit reversed, with the same vague statement that I did not supply what they asked for. 

On a recent call with a Fraud & Dispute Supervisor named XXXX ( ID # XXXX ), I was told that Capital One will not resolve the dispute in my favor unless I provide a XXXX or written documentation from XXXX proving that XXXX agreed to refund me. I explained that the XXXX representative confirmed a refund verbally on the phone on XX/XX/year>, but no written voucher was ever issued. I also explained that XXXX has since told me they are refusing to refund because the XXXX XXXX claims we stayed there and because the hotel has already charged XXXX. This is an issue between XXXX and the hotel, not me as the cardholder. 

I requested written confirmation from Capital One stating that the absence of a voucher from XXXX is the reason my dispute will not be resolved in my favor. The supervisor refused to provide that in writing and instead told me I would have to mail or fax a separate formal request if I wanted that information. I do not find this reasonable, especially since I have already received multiple generic letters simply stating that I have not provided all requested documents, without identifying anything specific that is missing. If Capital One is confident in its position, there should be no problem sending a clear written explanation rather than canned letters that leave me guessing. I have already provided all documentation electronically multiple times. 

This situation is straightforward : I was charged for a hotel room that was unfit for occupancy. 
I immediately contacted the merchant ( XXXX ) and the hotel while on-site. 
We left and paid significantly more to stay elsewhere the same night. 
We did not receive the lodging we paid for at XXXX XXXX. 

Under the Fair Credit Billing Act, I understand I have the right to dispute charges for goods or services that were not delivered or were not as described. A no refund policy or a hotels false assertion that I stayed does not override those rights, especially when I have provided proof to the contrary. 

Capital One is effectively requiring me to prove a verbal promise ( a XXXX that was never issued ) instead of evaluating the substantial evidence I have already provided that I did not receive the service I paid for. I believe Capital One has mishandled this dispute, failed to properly review my documentation, and improperly reversed the temporary credit despite proof that no usable service was provided. 

Because I have exhausted reasonable efforts to resolve this directly with Capital One, I am requesting CFPB assistance to review the handling of this dispute and require Capital One to correct this billing error. 

I am also formally requesting that all call recordings, internal notes, and communications related to this dispute be preserved, including my most recent call with Supervisor XXXX ( ID # XXXX ). These materials may be important for evidentiary review, and I want to ensure they are not altered or deleted while this complaint is under review.

Company response to consumer: Closed with explanation