Consumer complaint received 2025-07-24 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: CO

Complaint narrative:
I submitted a detailed dispute to Capital One regarding a XXXX charge for a failed vacation rental booked through XXXX. Despite providing extensive documentationincluding photographs, transcripts, and a chronological breakdown of service failuresCapital One declined the claim without fully investigating XXXX, its parent company XXXX XXXX, or its platform-level obligations. 
Instead, Capital One reclassified the transaction as being solely the responsibility of XXXX XXXX, the property manager, and bypassed XXXX entirely as a responsible party. This misidentification ignores the fact that the booking was facilitated and confirmed through XXXX  platform, and that XXXX processed the payment or enabled its processing. XXXX XXXX  was the host but not the point of sale or the issuer of booking confirmations. 
Although my credit card statement reflects XXXX XXXX as the merchant name, this reflects payment routing, not full transactional accountability. According to XXXX  own guidance, the merchant name may vary depending on how the host receives payment. However, the booking was initiated and completed through XXXX  interface, which means platform-level responsibilitiessuch as listing integrity, customer service commitments, and resolution guaranteesremain squarely with XXXX and XXXX XXXX XXXX 
Verbal Rebooking Commitment and Failure to Follow Through Following the documented service failure, I spoke directly with a XXXX representative who explicitly assured me during a recorded phone call that a rebooking would be arranged to resolve the issue. I relied on that assurance in good faith. However, no rebooking occurred, and XXXX provided no follow-up of any kind, despite the severity of the failure. This verbal assurance is central to the dispute and forms the basis of continued platform responsibility. 
I am therefore requesting that XXXX produce the recorded audio of that phone conversation, which was conducted via their customer support line and should exist as part of standard documentation practices. The absence of this record undermines a transparent and complete investigation and obstructs the opportunity to verify XXXX  direct commitment to resolve the issue. 
Capital One 's Procedural Failures Capital One then closed the dispute without further review and without providing any opportunity to rebut, appeal, or reopen the case. This decision disregarded multiple procedural flaws, ignored platform-level accountability, and failed to acknowledge the significant evidence submitted. The approach undermines the protections credit card dispute systems are designed to provide. 
Core Issues for Review - Failure to investigate XXXX XXXX as the appropriate merchant of record - Improper reassignment of liability to XXXX XXXX  without full platform review - Non-transparent dispute process with no appeal or escalation pathway - Neglect of verbal assurance and lack of post-failure rebooking follow-up - Failure to produce the recorded phone call that documented XXXX  commitment - Misuse of payment routing to absolve XXXX  of platform responsibilities Reference Details - Original rental dates : XXXX XXXX XXXX - Dispute initiated with Capital One : XX/XX/2023 - Final denial letter from Capital One : XX/XX/2023 - Capital One Case Number : XXXX

Company response to consumer: Closed with explanation