Consumer complaint received 2025-09-11 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: FL

Complaint narrative:
To : Consumer Financial Protection Bureau Re : Complaint against Capital One Failure to Properly Resolve Billing Error Dispute Complainant : XXXX XXXX XXXX Transaction : {$3200.00} on XX/XX/year> ( Merchant : XXXX XXXX XXXX XXXX Capital One Travel XXXX XXXX  ) Dear CFPB, I am filing a formal complaint against Capital One for violating the Truth in Lending Act ( Regulation Z, XXXX XXXX XXXX ) in their handling of my credit card dispute. 
Background On XX/XX/year>, I was charged {$3200.00} by XXXX XXXX XXXX XXXX Capital One XXXX XXXX XXXXXXXX  ) for a hotel booking explicitly advertised as All Inclusive. Upon arrival, the stay was not as described, and the promised services were not provided. This falls squarely under Visa Reason Code XXXX Not as Described or Defective Merchandise/Services. 
I filed a dispute with Capital One, providing documentation of false advertising and evidence showing the services were not delivered as agreed. Instead of properly addressing my evidence, Capital One denied the dispute, mischaracterizing it as a non-refundable booking a factually incorrect and legally irrelevant basis. 
Violations of XXXX XXXX XXXX Ones actions violate XXXX XXXX XXXX as follows : XXXX ( a ) ( XXXX ) : Defines a billing error to include goods or services not accepted or not delivered as agreed. My dispute fits this definition exactly. 
XXXX ( d ) ( XXXX ) : I was not required to pay the disputed amount while under investigation. Capital One continued to treat the charge as valid. 
XXXX ( f ) ( XXXX ) : Capital One can not deny a billing error solely because the merchant claims no refund is due. They must conduct a reasonable investigation. Instead, they relied entirely on the merchants non-refundable defense, which does not refute the false advertising claim. 
XXXX ( c ) and ( f ) : Capital One is required to acknowledge my dispute in writing within XXXX  days and resolve it within XXXX billing cycles ( or XXXX  days ), providing a reasoned explanation with supporting documentation. Their denial failed to address the actual billing error and did not meet the reasonable investigation standard. 
I have attached all the evidence I have provided Capital One alongside their response, their response does not comply with federal law. 
XXXX ( a ) ( XXXX ) : A billing error includes goods or services not accepted by the obligor or not delivered to the obligor as agreed. 
XXXX ( d ) ( XXXX ) : You are not required to pay the disputed amount while under investigation. 
XXXX ( f ) ( XXXX ) : The creditor can not conclude no error occurred solely because the merchant claims you are not entitled to a credit. They must conduct a reasonable investigation. 
This means Capital One could not legally deny my dispute simply because the merchant wrote non-refundable if cancelled or changed '' Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief