Consumer complaint received 2024-07-10 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 booked a hotel in XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, for the amount of {$1500.00}. I used my rewards of XXXX miles, my travel credit of {$300.00}, and {$530.00} to pay for the total cost of the hotel. I booked it through Capital One XXXX XXXX for XX/XX/2024. I made the payment on XX/XX/year>. I also received a reservation details with all the information and booking details. 

When I arrived in XXXX on XX/XX/year> with my husband and sister, they brought me to XXXX XXXX. I didnt know at the time that it was different from The Suites until I got there and did not find the amenities that I booked. One of my friends got XXXX  XXXX because they wanted to book where I booked, so I was able to compare it. It wasnt until 2 days later when I asked the reception why I was placed at XXXX XXXX when I clearly booked XXXX XXXX. Thats when they made me speak to the General Manager and learned that it was not Capital one who booked it but XXXX. I have no idea at that time that there was a third party and if there was, I was not informed. The General Manager tried to upgrade me to XXXX  XXXX but they were fully booked at that time. So he advised me to email Capital One and he will email XXXX. He said he will refund me XXXX. There was no email available for Capital One so I waited until I got back from vacation to call Capital One. XXXX XXXX XXXX XXXX has 3 hotel categories. The highest is XXXX  XXXX, followed by XXXX XXXX and the XXXX XXXX, which is the lowest. 

When I came back from vacation, I called Capital One and told them what happened. They said they will do an investigation and email the hotel. I also have an email correspondence from the XXXX XXXX XXXX XXXX General Manager and he told me he never once received an email or call from Capital One. Whenever I call Capital One, they keep on saying that the hotel is denying my refund, which was not true because they never contacted the hotel at all. When I called Capital One again for update, they gave me an email address and instructed me verbatim on what to say on the email and not to mention anything else. I did what I was told but there was no response until I sent a follow up email telling me that they are waiting for the hotels response. I was emailing the Gen Manager of the hotel back and forth and he never once received a correspondence from the agency that I was emailing. So what I did was, I sent an email to both the agency and the hotel and at last they were able to communicate. They both said that they have the right mapping of the reservation and it was Capital Ones end who made a mistake and they need to compensate me for that. I received an email from Capital One saying that the hotel has just gotten back to them and is denying my refund, therefore I will not receive anything. I forwarded the email to the Gen Manager and he said that they are lying and that Capital One never sent him an email. 

I have run out of options. I feel like I got scammed. Capital One have no interest in solving this problem at all that is why I am asking for your help. 

Thank you.

Company response to consumer: Closed with monetary relief