Consumer complaint received 2025-07-03 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: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Whom It May Concern, This letter will describe a timeline of events leading to being denied a dispute by Capital One and being denied a confirmed refund from XXXX XX/XX/year> ( see attached email to follow timeline ) An online hotel reservation is booked with third party XXXX ( not the actual hotel ). 
XX/XX/year> ( see Capital One notes to follow timeline ) An attempt to cancel the reservation is started. The hotel is called. The receptionist informs us that we can not cancel with them since we booked with a third party. We must call the third party. 
Unfortunately, we can not find anyone to reach out to. Looking at the confirmation email, we see that XXXX XXXX XXXX of XXXX XXXX has our booking ( see XX/XX/XXXX email in the " about your booking section ''. We fear that fraud is involved and that XXXX XXXX have a duplicate/fraudulent website. We call Capital One to report fraud because we can not get in touch with anyone about the reservation. 
XX/XX/year> ( see Capital One notes to follow timeline ) Capital One denies that it is fraud, and says the site was legitimate. We then asked for who they were able to reach to verify this and requested the contact information. We receive the information from Capital One and use it to call the XXXX ( not XXXX XXXX ). We find a customer service contact for XXXX  and eventually get what we need. 
XX/XX/XXXX. XXXX  ( see attached email to follow timeline ) We received great news! We were able to cancel the refund and they sent an email confirmation saying that we will get our refund. 
XX/XX/XXXX. XXXX  ( see attached email to follow timeline ) XXXX days after they said they would issue a refund, we received an email saying they can not issue the refund because there was a chargeback as a result of our reporting it as fraud. 
Because we would be receiving a chargeback credit, they can not issue the refund. What's interesting is that this email took 7 days to be sent. Please see the email dates. The email about the chargeback should have been sent the next day ( XX/XX/XXXX ). 
XX/XX/year> ( see Capital One notes to follow timeline ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX with XXXX XXXX * We call Capital One and are advised to reopen the claim based on this information. The claim was denied the same day. 
XX/XX/year> ( see Capital One notes to follow timeline ) We asked for the claim to be reviewed again and it was denied the same day. The conclusion was that the customer is responsible. 
In Summary : This is our last plea to outline the situation and ask for assistance before contacting legal authorities. It is not possible to conclude that we are responsible when we have an email from the company stating the refund was approved and being processed. If Capital One found us responsible on the XXXX of XXXX, then the refund issued on XX/XX/XXXX from the company should have not been counted as a chargeback. That situation had already met its conclusion before a refund from the company was requested. Why would it be blocking a refund issued on XX/XX/year>. I'm not quite sure what's going on here, but it sounds like it's not the customer 's responsibility. Please do the right thing.

Company response to consumer: Closed with monetary relief