Consumer complaint received 2025-09-04 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: MO

Complaint narrative:
To the Consumer Financial Protection Bureau, I am filing a complaint regarding Capital One XXXX XXXX  failure to provide me with proper protections in a credit card dispute. Despite following all required steps, Capital One has denied me the protections I am entitled to under the Fair Credit Billing Act ( FCBA ). Background Bank/Issuer : Capital One Bank , N.A. Card Type : Capital One XXXX  Transaction : {$5800.00} Merchant : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Number : XXXX Dates of Stay : XXXX XXXX 2025 What Happened- On the first night of our stay ( XX/XX/XXXX ), I contacted XXXX Properties to cancel due to the severe misrepresentations. They accepted my cancellation and initially told me they would move us to a different condo. However, an hour later they emailed stating they had nowhere to move us and that we were just stuck in the unit. They then made specific promises to fix the bed issue and other problems the next day, but those promises were never fulfilled. Critically, they could never correct the misrepresentation of the poolsonly XXXX saltwater pools existed, while the listing advertised XXXX. Other major issues included : Nonfunctional amenities : grill, refrigerator ice maker, and a moldy built-in ice maker. Sleeping capacity : a missing bed, knowingly absent since XXXX. Access/fixtures : a door that did not function properly. We had XXXX guests in our group : XXXX children and XXXX adults, including XXXX geriatric adult age XXXX, whose longtime girlfriend had just passed away. The condo was advertised to sleep XXXX people, but in reality only accommodated XXXX due to the missing bed. This created not only a breach of contract but also a significant hardship for our family. 

Fraudulent Conduct by Merchant- When XXXX Properties submitted their information to Capital One during the dispute, they omitted critical facts and provided no evidence of corrective action. Specifically : They disclose that the bed had been missing since XXXX and the unit was knowingly rented without it. They omitted that the XXXX additional saltwater pools never existed. They promised to fix issues but never provided proof of doing so with the exception of XXXX work order XX/XX/XXXX, for the moldy ice maker. In addition, XXXX XXXX attempted to discredit me by fabricating false accusations and making unfounded personal attacks on my character. These claims were entirely untrue, irrelevant to the dispute, and made in bad faith to cover up their own fraudulent conduct. Capital One disregarded this misconduct and accepted the merchants narrative at face value, further compounding the harm. XXXX itself reviewed my complaint and instructed XXXX XXXX to refund me in full due to false advertising, fraud, and material misrepresentation. XXXX acknowledged that the property was not as advertised and that I was entitled to a refund under their Book with Confidence Guarantee. Despite this directive, XXXX XXXX refused to issue the refund, and Capital One failed to enforce my consumer protections, siding with the merchants false claims instead of the documented evidence and XXXX own findings. 

How Capital One Failed- Capital Ones only explanation for denying my dispute is that I stayed at the property. This reasoning is flawed and ignores the following : I attempted to cancel on XX/XX/XXXX, and XXXX initially accepted before admitting they had no alternate accommodations. My continued presence was under the false assurances of corrective action that never occurred.This constituted a breach of contract by the merchant and should have voided the agreement, entitling me to a refund. The fraudulent misrepresentation of the pools could never be corrected and alone voided the listing as advertised. Capital Ones reliance on the fact that I remained in the property, while ignoring the failed promises, fraudulent omissions, and lack of viable alternatives, is unreasonable and contrary to the protections guaranteed under the Fair Credit Billing Act. 

Conclusion- Capital One Visa failed to provide me the legal protections of the Fair Credit Billing Act, forcing me to absorb losses caused by a fraudulent merchant. Their refusal to investigate properly and their reliance on false merchant claims constitutes a direct violation of their obligations under federal law. I respectfully request that the CFPB intervene to ensure Capital One fulfills its legal obligations and provides the protections that consumers are entitled to. Sincerely, XXXX XXXX Phone : XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation