{"took":1183,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":3136,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5087494","_score":13.582321,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I was booking a XXXX cruise. When I got to the payment page there was an option to apply for the Barclay Carnival credit card. I applied for the credit card and was approved for funds greater than the cost of the cruise that I was booking. After showing my approval, the page prompts to complete the booking. When I selected the complete booking option I get an error page with nonsense script. There is no option to complete the booking process with the credit card that was just opened. \nI did video the process. The process repeated when my husband tried doing the exact same process to open an account.","date_sent_to_company":"2022-01-09T17:49:22.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"342XX","tags":null,"has_narrative":true,"complaint_id":"5087494","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2022-01-09T17:39:44.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I was <em>booking</em> a XXXX cruise. When I got to the payment page there was an option to apply for the Barclay Carnival credit card. I applied for the credit card and was approved for funds greater than the cost of the cruise that I was <em>booking</em>. After showing my approval, the page prompts to complete the <em>booking</em>. When I selected the complete <em>booking</em> option I get an error page with nonsense script. There is no option to complete the <em>booking</em> process with the credit card that was just opened."]},"sort":[13.582321,"5087494"]},{"_index":"complaint-public-v1","_id":"2271236","_score":13.521574,"_source":{"product":"Credit card","complaint_what_happened":"I was unable to maintain a reservation with XXXX HOTEL in XXXX Florida due to an XXXX which would require emergency XXXX as soon as possible. The XXXX indicated that I should not fly before the procedure and that the procedure would need to be conducted under XXXX. \n\nI would like to also point out the following statement contained on the documentation supplied by the XXXX HOTEL : \" Please note that this special rate requires a full pre-purchase, non-refundable deposit at the time of booking '' My monthly statement reflected a deposit in the amount of {$30.00} that was both credited and debited in the SAME DAY. However, the XXXX HOTEL instead charged the entire value of the booking. At no point during the booking process was it ever stated by the merchant that the entire booking was non-refundable. The {$490.00} amount charged to my AMEX account was the FULL COST OF THE BOOKING NOT A DEPOSIT!!!!! It appears that the XXXX HOTEL deceitfully credited back a deposit ( {$30.00} ) in an attempt to extort the value of the entire booking instead.","date_sent_to_company":"2017-01-02T21:26:16.000Z","issue":"Billing disputes","sub_product":null,"zip_code":"22042","tags":null,"has_narrative":true,"complaint_id":"2271236","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2017-01-02T21:26:15.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At no point during the <em>booking</em> process was it ever stated by the merchant that the entire <em>booking</em> was non-refundable. The {$490.00} amount charged to my AMEX account was the FULL COST OF THE <em>BOOKING</em> NOT A DEPOSIT!!!!! It appears that the XXXX HOTEL deceitfully credited back a deposit ( {$30.00} ) in an attempt to extort the value of the entire <em>booking</em> instead."]},"sort":[13.521574,"2271236"]},{"_index":"complaint-public-v1","_id":"15891939","_score":13.449444,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"In early XX/XX/year>, I attempted to book a flight through XXXX XXXX using a Klarna one-time card ending in XXXX. On XX/XX/year>, I received an email confirmation for booking number XXXX. However, shortly after, I received a cancellation notice from XXXX, stating the booking was canceled due to non-payment. Notably, this cancellation email did not reference a booking number. \n\nGiven the urgency of my travel, I had no option but to seek alternative arrangements and purchase a new flight. \n\nDays later, I noticed that Klarna processed the charge anyway, despite the airline indicating the booking was canceled. When I contacted XXXX for clarification, they claimed the cancellation notice I received was not for booking XXXX, but for a different booking number I never received an email or e-ticket for. This was the first time that alternate booking number was ever mentioned to me, and I was not given a refund or booking to match it. \n\nFeeling defrauded and caught between two parties, I contacted Klarnas customer support expecting protection under their buyer protection policies. Over several emails, I explained the issue, provided screenshots of the cancellation notice, and emphasized that I never received a usable flight, nor confirmation for the alternate booking number XXXX claimed existed. \n\nKlarna, however, refused to take responsibility, stating that since XXXX offered a flight credit ( not a refund ), Klarna couldnt override the merchants policy. This completely ignored the fact that the booking was invalid, canceled on their end, and that I had no way of using the flight or credit since it was never ticketed or confirmed under my account. \n\nAs of XX/XX/year>, Klarna has : Taken 3 out of 4 installment payments from me, with one payment remaining. \nRefused to issue a full refund. \nOffered only to waive the final payment as a courtesy, which still leaves me paying for a service I never received. \n\nThis has caused significant financial strain and frustration, especially as I acted promptly, followed up with both companies, and provided documentation throughout the process.","date_sent_to_company":"2025-09-13T00:19:08.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"20705","tags":null,"has_narrative":true,"complaint_id":"15891939","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Klarna AB","date_received":"2025-09-12T23:54:59.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/year>, I received an email confirmation for <em>booking</em> number XXXX. However, shortly after, I received a cancellation notice from XXXX, stating the <em>booking</em> was canceled due to non-payment. Notably, this cancellation email did not reference a <em>booking</em> number. \n\nGiven the urgency of my travel, I had no option but to seek alternative arrangements and purchase a new flight. \n\nDays later, I noticed that Klarna processed the charge anyway, despite the airline indicating the <em>booking</em> was canceled."]},"sort":[13.449444,"15891939"]},{"_index":"complaint-public-v1","_id":"6386025","_score":13.419005,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Capital One processed my payment of {$460.00} to XXXX XXXX XXXX  on XX/XX/2020. The hotel canceled my reservation but never refunded the money. The dispute was filed for this charge in XX/XX/2020. Capital One refused to refund the money siding with the merchant on the ground that the merchant will provide the voucher for future stay with them and the booking was non-refundable. The voucher was a hand written paper that I got in the email from the company XXXX ( this company processed the booking ). The hotel is permanently closed. I tried to reopen the dispute. Capital One provided a link to upload the support documents. The link gives a message that Capital One are unable to upload my documents. Calling the bank customer service ends up in disconnected calls. \nThe issue is that I did not cancel the booking. The booking was cancelled by the hotel due to COVID restrictions. The screenshot the hotel provided was cancellation form the hotel sent to the booking company. I never asked the hotel or the booking company to cancel my reservation. I have correspondence between the booking company, the hotel and myself to proof it. \nI provided all this info to Capital One in 2020. Probably, nobody bothered to read it. \nDid the hotel provide the proof that booking was cancelled by me? I submitted the proof that that booking was cancelled by the provider of the services. \nAccording to Capital One, hotels can sell non-refundable reservations, cancel them and keep the money. \nOn what basis I was not provided a credit back to my account for services not provided? \nOn what basis the hotel got to keep my money for the reservation they cancelled? \nThe hotel got permanently closed in XX/XX/2020 and is out of business. \nI request Capital One to reopen the case and refund the charge. \nRegards, XXXX XXXX","date_sent_to_company":"2023-01-02T07:18:26.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30096","tags":null,"has_narrative":true,"complaint_id":"6386025","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-01-02T06:39:57.000Z","state":"GA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The issue is that I did not cancel the <em>booking</em>. The <em>booking</em> was cancelled by the hotel due to COVID restrictions. The screenshot the hotel provided was cancellation form the hotel sent to the <em>booking</em> company. I never asked the hotel or the <em>booking</em> company to cancel my reservation. I have correspondence between the <em>booking</em> company, the hotel and myself to proof it. \nI provided all this info to Capital One in 2020. Probably, nobody bothered to read it."]},"sort":[13.419005,"6386025"]},{"_index":"complaint-public-v1","_id":"20332562","_score":13.35812,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/year>, I was booking a flight with XXXX. I applied for a Amex XXXX XXXX, in order to the get the statement credit rewards tied with booking a XXXX XXXX. The application said that if I were approved for the card, I would get an instant card number in order to continue with booking the flight. So I applied for the card, and was approved with a soft credit check. Then I was given the option of accepting the card, which would result in a hard credit check and the card appearing on my credit. I obviously would not have the instant card number without accepting the credit card. So I accepted the credit card, on the condition that I would get an instant card number to complete my booking -- this was stated on the website, that if approved, I would get an instant card number. So I accepted, again on the condition that I would get the instant card number. One I accepted, I was instantly sent an email with simply the last 6 digits of the card ; NO instant card number, and no way to complete the flight booking. I spent hours on the phone with Amex, to no avail.\n\nI felt deceived into accepting a credit card under false conditions. It was clearly advertised that if XXXX was approved for the card, they would get an instant card number to complete booking. Why would someone apply for a credit card as a final step before booking a flight if they had to wait XXXX weeks to complete the booking? The only reason to apply for a credit card in the midst of booking a flight is if one can use that credit card that moment, to book the flight. I was tricked into accepting a credit card. And now my credit score has taken the hit. Amex has not fulfilled the conditions they laid out. Even if I cancel the card, my credit score was impacted. \n\nThis is deceptive business practices by Amex.","date_sent_to_company":"2026-03-17T14:51:23.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"91362","tags":null,"has_narrative":true,"complaint_id":"20332562","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2026-03-17T14:31:55.000Z","state":"CA","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["It was clearly advertised that if XXXX was approved for the card, they would get an instant card number to complete <em>booking</em>. Why would someone apply for a credit card as a final step before <em>booking</em> a flight if they had to wait XXXX weeks to complete the <em>booking</em>? The only reason to apply for a credit card in the midst of <em>booking</em> a flight is if one can use that credit card that moment, to book the flight. I was tricked into accepting a credit card. And now my credit score has taken the hit."]},"sort":[13.35812,"20332562"]},{"_index":"complaint-public-v1","_id":"18927719","_score":13.348228,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint after multiple attempts to resolve this issue directly with Capital One. I first contacted support by phone on XX/XX/XXXX, and was given conflicting explanations. My detailed escalation email sent to the XXXX XXXX  on XX/XX/XXXX, and a follow-up on XX/XX/XXXX, were both opened and read by multiple executives, but I have received no response to either. \n\nIn XXXX and XX/XX/XXXX, I booked multiple GetYourGuide travel activities through Capital One Offers while a XXXX miles multiplier was displayed at the time of booking. All activities were completed by XX/XX/XXXX. The total eligible spend was {$1200.00}, corresponding to a total of XXXX miles expected at the XXXX multiplier. \n\nCrucially, Capital One already honored this XXXX multiplier for XXXX of the GetYourGuide activities from this same booking XXXX XXXX XXXX : Half-Day XXXX XXXX White-Water Rafting ( Booking ref XXXX, price {$180.00} ). For this activity, XXXX miles were correctly posted to my account ( {$180.00} x XXXX = XXXX ). This single posting confirms the offer 's validity, my eligibility, and that the tracking system was functional. It completely invalidates any claims of technical or user error for the remaining transactions. \n\nAfter subtracting the already-posted XXXX miles, I am still missing XXXX miles. \n\nThe conflicting explanations I've received include alleged use of the XXXX mobile app, alleged XXXX usage, and claims that XXXX had not confirmed the bookings or completion of activities. None of these explanations apply, and they are directly contradicted by the successful posting of miles for the XXXX XXXX activity. \n\nFor reference, the completed GetYourGuide bookings associated with these missing miles are : XXXX XXXX House Guided Tour XX/XX/XXXX {$62.00} Booking ref XXXX XXXX XXXX XXXX XXXX / Glass Bottom Boat XX/XX/XXXX {$150.00} Booking ref XXXX XXXX XXXX Walking Tour XX/XX/XXXX {$71.00} Booking ref XXXX XXXX XXXX XXXX Trip ( Premium Coach ) XX/XX/XXXX {$320.00} Booking ref XXXX XXXX Self-Guided Biking Wine Tour XX/XX/XXXX {$80.00} Booking ref XXXX XXXX Redwoods High Ropes Adventure XX/XX/XXXX {$140.00} Booking ref XXXX Te Puia Indigenous Evening Experience XX/XX/XXXX {$220.00} Booking ref XXXX I am requesting proper credit of the XXXX Capital One Offers miles earned through these completed bookings. This is not the first time I have experienced tracking failures with Capital One Offers. I am spending substantial time pursuing rewards that were clearly advertised and earned, raising concerns about the reliability of a program that is a key benefit of a card carrying an annual fee. \n\nI have retained booking confirmations and can provide them upon request. \nThank you for your help, XXXX XXXX","date_sent_to_company":"2026-01-22T17:45:26.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"328XX","tags":null,"has_narrative":true,"complaint_id":"18927719","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-22T17:00:14.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["For reference, the completed GetYourGuide <em>bookings</em> associated with these missing miles are : XXXX XXXX House Guided Tour XX/XX/XXXX {$62.00} <em>Booking</em> ref XXXX XXXX XXXX XXXX XXXX / Glass Bottom Boat XX/XX/XXXX {$150.00} <em>Booking</em> ref XXXX XXXX XXXX Walking Tour XX/XX/XXXX {$71.00} <em>Booking</em> ref XXXX XXXX XXXX XXXX Trip ( Premium Coach ) XX/XX/XXXX {$320.00} <em>Booking</em> ref XXXX XXXX Self-Guided Biking Wine Tour XX/XX/XXXX {$80.00} <em>Booking</em> ref XXXX XXXX Redwoods High Ropes Adventure XX/XX/XXXX {$140.00} <em>Booking</em>"]},"sort":[13.348228,"18927719"]},{"_index":"complaint-public-v1","_id":"3101910","_score":13.309298,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"A hotel booking was made using the Citi Concierge for a Citi prestige 4th night free booking. \nBy using this service provided by Citibank, the Citibank Concierge books the hotel for you for 4 nights, and you receive a statement credit equal to one night stay stay for 4 nights, pay for 3 nights. \nThe booking was made by the Citi Concierge named XXXX, Case Id : XXXX The booking was made on XX/XX/XXXX. \nXXXX made the booking for the XXXX XXXX XXXX XXXX and confirmed it would qualify for the 4th night free benefit. \nI was required to sign an authorization form for a non-refundable deposit and then email the concierge that the form was signed, and the deposit was charged. \nXXXX. XXXX, 2018 XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$2000.00} The balance was paid on XX/XX/XXXX XXXX XXXX, 2018 XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  {$1800.00} The 4th night free credit was to be applied to my account within 2 statements. It has not been applied and now the Citi Concierge is refusing issue the credit. \nI am disputing {$950.00} of the {$3900.00} billed for the amount the of 4th night free credit that I am owed. \nThe CitiConcierge made the booking under the 4th night free benefit, the booking was paid in full using my Citi Prestige card, I complied with all the terms of the program.\n\nI did not make this booking, the CitiConcierge made this booking. \nI have attempted to resolve this with Citibank directly and they have done nothing. \nThis card has a very large annual fee, I do not appreciate trying to be cheated out of using the benefits of this card.","date_sent_to_company":"2018-12-17T05:44:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94110","tags":null,"has_narrative":true,"complaint_id":"3101910","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-12-17T00:35:38.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["A hotel <em>booking</em> was made using the Citi Concierge for a Citi prestige 4th night free <em>booking</em>. \nBy using this service provided by Citibank, the Citibank Concierge books the hotel for you for 4 nights, and you receive a statement credit equal to one night stay stay for 4 nights, pay for 3 nights. \nThe <em>booking</em> was made by the Citi Concierge named XXXX, Case Id : XXXX The <em>booking</em> was made on XX/XX/XXXX."]},"sort":[13.309298,"3101910"]},{"_index":"complaint-public-v1","_id":"3415351","_score":13.273789,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I used a Capital One Visa card to make a prepaid hotel reservation on XXXX on XX/XX/XXXX, for a hotel stay from XX/XX/XXXX to XX/XX/XXXX. However, the website experienced a glitch and the confirmation I received was for XX/XX/XXXX to XX/XX/XXXX. I contacted XXXX, which informed me that the hotel itself ( XXXX XXXX in Washington, DC ) processed the transaction, and asked me to work with the hotel to resolve the issue. \n\nI contacted the hotel and asked them to correct to booking. They informed me that they were unable to change the booking because the dates I booked ( XX/XX/XXXX - XX/XX/XXXX ) are not available. I then asked them to cancel and refund the booking, They told me that the booking was made on XXXX, and instructed me to cancel the booking on XXXX so they can refund me and resell the room to another guest. I followed their instructions and cancelled the booking. Several days after the cancellation, I still had not received the refund. I contacted the hotel several times and received no reply. \n\nI opened a dispute with Capital One in late XX/XX/XXXX, and provided them with the above information. Capital One got back to me in early XX/XX/XXXX with a rebuttal from the hotel along with the ( incorrect, XX/XX/XXXX - XX/XX/XXXX ) booking confirmation. Capital One asked me to provide proof that I indeed booked the XX/XX/XXXX - XX/XX/XXXX dates. I provided them with a screenshot when I made the booking. However, Capital One told me that this is insufficient, and unless I can provide a booking confirmation with the correct dates, they won't continue with the dispute. I told Capital One that since the website had a glitch when I made the booking, I have never received the correct booking confirmation, which is the reason I opened the dispute in the first place. The Capital One representative then told me that \" their hands are tied and won't continue to work with the dispute unless I can provide the required information. '' I believe Capital One/Visa does not have the consumer 's best interest in mind, and the documentation they require is unreasonable in this case. How would a consumer has a correct receipt when they were issued an incorrect one in the first place, resulting in the dispute?","date_sent_to_company":"2019-10-23T04:19:32.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94560","tags":null,"has_narrative":true,"complaint_id":"3415351","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-10-23T04:02:02.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I contacted the hotel and asked them to correct to <em>booking</em>. They informed me that they were unable to change the <em>booking</em> because the dates I booked ( XX/XX/XXXX - XX/XX/XXXX ) are not available. I then asked them to cancel and refund the <em>booking</em>, They told me that the <em>booking</em> was made on XXXX, and instructed me to cancel the <em>booking</em> on XXXX so they can refund me and resell the room to another guest. I followed their instructions and cancelled the <em>booking</em>."]},"sort":[13.273789,"3415351"]},{"_index":"complaint-public-v1","_id":"23498406","_score":13.2568035,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I was charged {$560.00} on my Citi credit card ( merchant : XXXX XXXX FL ) after attempting to book lodging at XXXX XXXX in XXXX, XXXX. \n\nXXXX XXXX is a condominium property and does not operate as a traditional hotel or have any official website or authorized direct online booking platform. I was directed via a XXXX XXXX  listing to a website that appeared to be an official booking channel for the property and completed payment based on that representation. \n\nThe website was not affiliated with XXXX XXXX and was a fraudulent impersonation site. The property has confirmed there is no legitimate direct booking website or authorized booking service. \n\nThe merchant of record ( XXXX XXXX FL ) is unrelated to the property and did not provide any lodging service. The transaction was induced by misrepresentation of both the property and the booking channel. \n\nCitibank treated this as a standard merchant dispute and denied the claim as final. Citi later issued a partial goodwill credit of {$250.00}, leaving {$310.00} unresolved. \n\nThis was a fraudulent impersonation / misrepresentation transaction involving a non-existent authorized booking channel, not a service dispute with a legitimate merchant. I request reconsideration and reversal of the remaining charge.","date_sent_to_company":"2026-06-23T20:50:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"98225","tags":null,"has_narrative":true,"complaint_id":"23498406","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-06-23T20:31:19.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The property has confirmed there is no legitimate direct <em>booking</em> website or authorized <em>booking</em> service. \n\nThe merchant of record ( XXXX XXXX FL ) is unrelated to the property and did not provide any lodging service. The transaction was induced by misrepresentation of both the property and the <em>booking</em> channel. \n\nCitibank treated this as a standard merchant dispute and denied the claim as final. Citi later issued a partial goodwill credit of {$250.00}, leaving {$310.00} unresolved."]},"sort":[13.2568035,"23498406"]},{"_index":"complaint-public-v1","_id":"6114301","_score":13.255132,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hi tems In XX/XX/2022, I plan to book a hotel through Chase portal, after I finish the process and click the payment, the portal shows a page that need me to sign in again. so I have no idea whether or not I successfully paid, also, I forgot about my username so I have to close the page and back the Chase App, once I sign in the app again, I have to open the chase portal and there are no record about my previous booking, so I have to go through the booking process again, this time after I click payment, it shows I successfully paid ; In next day, I see that there are two exactly same payments in my transaction, then I know that my first booking is successed, so I ask Chase travel advisor to cancel my first booking, but since the hotel is NON-REFUNDABLE, so I have to ask them to contact to hotel and express what's going on in my end, I send this request in XX/XX/XXXX, and the Chase spend a week and there were no response. So, in XX/XX/XXXX, I give them a call again and they said that the hotel refuse to refund, I ask Chase what's your decision, and they said that their final decision is they won't give me any refund because they don't have system error. However, I never said that this is a \" error '' during my booking process, the reason that caused the problem is that their Chase XXXX 's session is ended too fast, just right after I click the payment and the session is ended and I have to go through the booking process again, as a customer, I don't have knowledge about what's going on right after I click the payment since there are no page that shows my booking is success, also there are no payment records in the transaction at that moment ( the transaction record that shows my booking history is in XX/XX/XXXX ) so this system design is totally misleading, so my first booking is totally without knowledge. In the other hand, I think a hotel shouldn't have a NON-REFUND policy since a booking might caused by many reasons, since my first booking is totally caused by misleading, I believe the hotel should help me cancel this payment or this will be very unfriendly to customer. \nSo, right now, I really hope some one can stands by customer 's side, and help me get my refund back. \n\nHotel name : XXXX XXXX XXXX XXXX Credit card company : Chase Travel advisor : XXXX XXXX called her in XX/XX/XXXX XXXX pst ) Trip id : first booking ( that I booked without knowledge ) : XXXX second booking : XXXX","date_sent_to_company":"2022-10-21T18:54:39.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"95133","tags":null,"has_narrative":true,"complaint_id":"6114301","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-10-21T18:22:30.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["transaction record that shows my <em>booking</em> history is in XX/XX/XXXX ) so this system design is totally misleading, so my first <em>booking</em> is totally without knowledge."]},"sort":[13.255132,"6114301"]},{"_index":"complaint-public-v1","_id":"18450455","_score":13.250484,"_source":{"product":"Credit card","complaint_what_happened":"I booked a flight-and-hotel travel package through Capital One Travel using my Capital One credit card for family travel to XXXX XXXX in late XX/XX/year>. The booking flow required traveler information in multiple steps. The hotel selection step did not request or permit entry of a primary or check-in guest. A later step explicitly asked Whos checking in for the hotel reservation, and I selected myself. \n\nNo warning was displayed during booking regarding a minimum hotel check-in age, and I did not receive any post-booking communication advising that the hotel required a XXXX primary guest. \n\nWhen my family arrived at the hotel late at night, we were denied check-in because Capital One Travel had transmitted the reservation with a minor listed as the primary guest. Hotel staff stated that they could not modify the reservation and that the booking agent must correct it. \n\nI immediately contacted Capital One Travel. Representatives and supervisors stated that they could not change the primary guest name and insisted that I cancel the reservation, despite my explanation that I had selected myself as the primary traveler during booking. One representative incorrectly stated that the hotel had emailed a XXXX warning ; when asked for the email or date, none could be produced. \n\nBecause the booking could not be corrected, my family was forced to secure alternative lodging late at night during peak holiday travel at higher cost and inferior quality. I was also charged cancellation fees despite the error originating from Capital One Travels booking system or processing. \n\nI retained a contemporaneous PDF record of my original booking process showing that I selected myself as the primary traveler in the Whos checking in step, along with pages showing the associated flight itinerary and payment, confirming the record relates to the disputed booking.","date_sent_to_company":"2026-01-04T05:05:04.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"30068","tags":null,"has_narrative":true,"complaint_id":"18450455","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-04T04:21:55.000Z","state":"GA","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["The <em>booking</em> flow required traveler information in multiple steps. The hotel selection step did not request or permit entry of a primary or check-in guest. A later step explicitly asked Whos checking in for the hotel reservation, and I selected myself. \n\nNo warning was displayed during <em>booking</em> regarding a minimum hotel check-in age, and I did not receive any post-<em>booking</em> communication advising that the hotel required a XXXX primary guest."]},"sort":[13.250484,"18450455"]},{"_index":"complaint-public-v1","_id":"5788597","_score":13.214279,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"A hotel booking that clearly showed a refund amount of {$480.00} on the confirmation letter refused to honor the refund. After filing a dispute with our credit card company, Citi, they sided with the hotel. I responded with supporting evidence showing the hotel and the booking agent are incorrect. They even have a section in the terms of use that specifically states a non-refundable booking will be refunded upon request. My letter to the Citi dispute department and supporting evidence is attached. Thank you for your time. \n\nBooking was made via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, dispute was with Citibank.","date_sent_to_company":"2022-07-20T04:50:38.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"481XX","tags":"Servicemember","has_narrative":true,"complaint_id":"5788597","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-07-20T00:35:35.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["A hotel <em>booking</em> that clearly showed a refund amount of {$480.00} on the confirmation letter refused to honor the refund. After filing a dispute with our credit card company, Citi, they sided with the hotel. I responded with supporting evidence showing the hotel and the <em>booking</em> agent are incorrect. They even have a section in the terms of use that specifically states a non-refundable <em>booking</em> will be refunded upon request."]},"sort":[13.214279,"5788597"]},{"_index":"complaint-public-v1","_id":"16134707","_score":13.209857,"_source":{"product":"Credit card","complaint_what_happened":"My booking was not confirmed by the 3rd party on the same date so I did not receive any service/product for the transaction paid for. I received their email regarding to my unconfirmed booking. I disputed the charged with my credit card company, Wells Fargo bank. They resolved the investigation in the favor of 3rd party. As their associate claimed that my screenshot of email is not valid. \n\nI do not have any form of sending Wells Fargo an email sent by the merchant about my unconfirmed booking. The only thing that you can include in the dispute is a file. \n\nIn general, I do not receive any service from the merchant and also receive the email from the merchant about We're sorry, the booking you attempted to make recently was not completed with the subject XXXX unable to confirm your booking. \n\nAfter their investigation, Wells Fargo still resolved in the merchant favor.","date_sent_to_company":"2025-09-23T13:43:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"66109","tags":null,"has_narrative":true,"complaint_id":"16134707","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-23T13:16:54.000Z","state":"KS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["My <em>booking</em> was not confirmed by the 3rd party on the same date so I did not receive any service/product for the transaction paid for. I received their email regarding to my unconfirmed <em>booking</em>. I disputed the charged with my credit card company, Wells Fargo bank. They resolved the investigation in the favor of 3rd party. As their associate claimed that my screenshot of email is not valid. \n\nI do not have any form of sending Wells Fargo an email sent by the merchant about my unconfirmed <em>booking</em>."]},"sort":[13.209857,"16134707"]},{"_index":"complaint-public-v1","_id":"9905066","_score":13.159727,"_source":{"product":"Credit card","complaint_what_happened":"Truist Credit Card Fraud : On XX/XX/XXXX I had a series of fraudulent bookings/charges on the credit card. on that same day I notified the Bank. Since then they have credited several booking but are refusing to refund one booking.\n\nThey themselves have issued various frau claim numbers and have kept delaying the cancelations and the creditibg of these funds for -now- over 90 days. No promised calls have ever been returned.\n\nUpon calling them today they \" decided '' not to cancel the remaining booking. On top of it becoming top down and willfully arbitrary by after 90 days asking for 'documented proof '' of the fraudulent booking. HOW? They have the statements. There is nothing else. \n\nThe remaining fraudulent amount is {$1400.00} and they've been charging interest for all of the amounts without crediting the interest of the balance amounts. \n\nEveryone new makes provides inconsistent, inconcise statements and kicks the tire down the road.","date_sent_to_company":"2024-08-23T14:44:15.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"34104","tags":null,"has_narrative":true,"complaint_id":"9905066","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-08-23T14:27:24.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Truist Credit Card Fraud : On XX/XX/XXXX I had a series of fraudulent <em>bookings</em>/charges on the credit card. on that same day I notified the Bank. Since then they have credited several <em>booking</em> but are refusing to refund one <em>booking</em>.\n\nThey themselves have issued various frau claim numbers and have kept delaying the cancelations and the creditibg of these funds for -now- over 90 days. No promised calls have ever been returned."]},"sort":[13.159727,"9905066"]},{"_index":"complaint-public-v1","_id":"17164473","_score":13.146289,"_source":{"product":"Credit card","complaint_what_happened":"I made a booking through Chase Travel for a hotel stay at XXXX ( XXXX XXXX XXXX, XXXX, OH XXXX ). My booking dates are XXXX XX/XX/year> to XXXX XX/XX/year> and my booking ID is XXXX and i paid {$890.00} towards the booking. I checked out of the hotel on Friday. The hotel did not provide me a receipt since i made the booking through chase travel. I called chase travel XXXX  times since i checked out and i still have not received an itemized receipt. everytime i call chase travel they tell me \" we are making a request to get you receipt '' and expediting it, but still not receipt for my stay. I have the right to receive a receipt for something i paid and i'm not paying anyone without a receipt.","date_sent_to_company":"2025-11-11T17:30:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"46516","tags":null,"has_narrative":true,"complaint_id":"17164473","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-11T17:19:06.000Z","state":"IN","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I made a <em>booking</em> through Chase Travel for a hotel stay at XXXX ( XXXX XXXX XXXX, XXXX, OH XXXX ). My <em>booking</em> dates are XXXX XX/XX/year> to XXXX XX/XX/year> and my <em>booking</em> ID is XXXX and i paid {$890.00} towards the <em>booking</em>. I checked out of the hotel on Friday. The hotel did not provide me a receipt since i made the <em>booking</em> through chase travel."]},"sort":[13.146289,"17164473"]},{"_index":"complaint-public-v1","_id":"20322466","_score":13.13875,"_source":{"product":"Credit card","complaint_what_happened":"I am formally disputing a charge related to a hotel reservation made through XXXX ( Booking ID : XXXX, XXXX XXXX, XXXX, XXXX ) and billed to my Citi credit card. \n\nOn XX/XX/year>, I completed a booking through XXXX. At the time of booking, the main booking page prominently displayed in large, highlighted text that the reservation was fully refundable until XX/XX/XXXX. No specific cutoff time ( e.g., XXXX XXXX  ) was clearly or conspicuously disclosed on that page. Based on this representation, I reasonably understood that canceling at any point on XX/XX/XXXX would still qualify for a full refund. \n\nOn XX/XX/XXXX, I proceeded to cancel the reservation. The system processed the cancellation immediately and did not present any warning that the free cancellation period had already expired or that I would be charged the full amount. At no point during the cancellation process was I clearly informed that I would forfeit the entire booking value. \n\nThe cancellation confirmation email showed the original charge of {$320.00}, but it did not explicitly state that this amount would not be refunded. I only learned that no refund would be issued after reaching out to customer service for clarification. \n\nHad I been properly informed either at the time of booking or during the cancellation process that canceling on XX/XX/XXXX would result in a full charge, I would not have proceeded with the cancellation. I acted in good faith based on the information presented on the booking page and the lack of any clear warning during the cancellation flow. \n\nMy credit card dispute has since been denied, and the merchant continues to rely on an interpretation of the cancellation deadline that was not clearly disclosed at the time of booking. I believe this constitutes a misleading representation and an unfair business practice under consumer protection standards.","date_sent_to_company":"2026-03-17T05:27:00.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"37209","tags":null,"has_narrative":true,"complaint_id":"20322466","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-03-17T04:36:49.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I am formally disputing a charge related to a hotel reservation made through XXXX ( <em>Booking</em> ID : XXXX, XXXX XXXX, XXXX, XXXX ) and billed to my Citi credit card. \n\nOn XX/XX/year>, I completed a <em>booking</em> through XXXX. At the time of <em>booking</em>, the main <em>booking</em> page prominently displayed in large, highlighted text that the reservation was fully refundable until XX/XX/XXXX. No specific cutoff time ( e.g., XXXX XXXX  ) was clearly or conspicuously disclosed on that page."]},"sort":[13.13875,"20322466"]},{"_index":"complaint-public-v1","_id":"7309871","_score":13.136288,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XXXX XX/XX/2023 my wife attempted to book a room at the XXXX XXXX, XXXX NY using an on line booking service. The booking was made through a third party, possibly XXXX, although on line it appeared that she was communicating directly with the XXXX XXXX. \n\nImmediately after the booking had been made my wife received an email from Chase Fraud Alert. The email referred to a transaction with XXXX XXXX , and indicated that it had been declined. She was given the option of confirming that the transaction was legitimate, and trying the purchase again ; or of denying that it was legitimate. As the notification came from Chase Fraud Alert, and the amount shown was much greater than what had been indicated during the booking, {$1800.00}, my wife selected the No, somethings wrong option. Our Chase cards were immediately cancelled. Note that the email stated that the transaction had been declined, and that we would not be charged unless we tried the transaction again. \n\nOver the next few days my wife contacted the desk at the XXXX XXXX to make sure they understood that we wished to cancel the booking. She also called Chase customer service to make sure Chase understood we would not be staying at the XXXX XXXX and did not expect to be charged. The third party that handled the booking was very difficult to locate and contact but she did eventually speak to someone who claimed to represent them and advised them that we wanted to booking cancelled. \n\nAlthough my wife notified Chase, the XXXX XXXX, and the third party booking agency that we would not be staying at the XXXX XXXX and that we wanted the booking cancelled we were still charged for the room. My wife disputed the transaction with Chase via Claim ID XXXX, but Chase decided in its own favor that the transaction was valid. We disagree. \n\nIn summary - Chase Fraud Alert notified us that the transaction might be fraudulent and we moved to cancel it immediately - Chases email said the transaction was declined and that we would not be charged - My wife notified everyone involved in no uncertain terms that we wished the booking cancelled - We never stayed at the XXXX XXXX, XXXX NY - Chase charged us {$1800.00} anyway, and when we disputed the charge they declined to cancel it Attachments ( 1 ) copy of email from Chase Fraud Alert ( 2 ) copy of letter to Chase regarding disputed transaction ( 3 ) copy of letter from Chase regarding disputed transaction","date_sent_to_company":"2023-07-26T17:45:09.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"03833","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"7309871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-07-26T17:20:38.000Z","state":"NH","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["On XXXX XX/XX/2023 my wife attempted to book a room at the XXXX XXXX, XXXX NY using an on line <em>booking</em> service. The <em>booking</em> was made through a third party, possibly XXXX, although on line it appeared that she was communicating directly with the XXXX XXXX. \n\nImmediately after the <em>booking</em> had been made my wife received an email from Chase Fraud Alert. The email referred to a transaction with XXXX XXXX , and indicated that it had been declined."]},"sort":[13.136288,"7309871"]},{"_index":"complaint-public-v1","_id":"11459911","_score":13.127875,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Complaint Regarding American Express Rewards Booking for XXXX XXXX in XXXX XXXX Dear American Express Customer Service, I hope this message finds you well. I am writing to formally lodge a complaint regarding a booking I made through the American Express Rewards website for a stay at XXXX XXXX in XXXX XXXX. I encountered multiple issues during the booking process, which I would like to address : Incorrect Date Selection : The calendar displayed on the website was not aligned with the XXXX  calendar, leading to an incorrect date selection during the booking process. \nConfusion Regarding Pricing : There were XXXX different price listings for the same room. When accessing the website via mobile, I could not tell whether the difference in prices was due to refundable and non-refundable terms. This caused confusion regarding the terms of the booking. \nAfter completing the booking, I realized that I had mistakenly selected the wrong dates. I immediately reached out to American Express to request a date change. However, I was informed that since the booking was made under the non-refundable and non-changeable terms, they were unable to assist. I was told that I could request a change directly with the hotel, but American Express could not guarantee anything. \n\nHotel Confirmation : I directly contacted the hotel, and they confirmed that a change could be made if requested by the booking agent. I provided this information to American Express, but I received no clear response for several days. The process was delayed multiple times without any resolution. \nChange Availability and Additional Charges : On XX/XX/XXXX at XXXX XXXX, I was informed that the hotel was willing to allow a date change, but there would be an additional charge of XXXX KRW. I was also told that the change could only be made once. \nDiscrepancy in Charges : On XX/XX/XXXX, I replied to the email at XXXX XXXX, inquiring about the additional charges despite the existing payment. The original booking was for a XXXX stay ( XXXX MR ), and the requested change was for a Thursday-Sunday stay ( XXXX MR ). I questioned why additional charges were being applied under these circumstances.","date_sent_to_company":"2025-01-10T18:46:58.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"11459911","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-01-09T08:03:03.000Z","state":null,"company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Subject : Complaint Regarding American Express Rewards <em>Booking</em> for XXXX XXXX in XXXX XXXX Dear American Express Customer Service, I hope this message finds you well. I am writing to formally lodge a complaint regarding a <em>booking</em> I made through the American Express Rewards website for a stay at XXXX XXXX in XXXX XXXX."]},"sort":[13.127875,"11459911"]},{"_index":"complaint-public-v1","_id":"7929777","_score":13.085929,"_source":{"product":"Credit card","complaint_what_happened":"We were charged for an online transaction we did not authorize. The credit card company refuses to acknowledge that we did not authorize the charge. My wife started the process of booking a room and got part way through the process and abandoned the website before completing the authorization process and before getting a confirmation that the booking had been completed. The website indicated we would get an instant confirmation. It began asking my wife questions that made her nervous that the system was a fraud so she did not answer the questions and did not complete the authorization process. She did not receive the promised \" instant confirmation '' number or booking number. She abandoned the website when it started asking her for information she did not want to and did not provide. To her surprise she later received an email indicating that she had completed the booking even though she did not complete their booking process online. She immediately contacted or attempted to contact the parties involved to try get the issue resolved and she proceeded to cancel the booking that she had never made but the email indicated that she had. The vendors refused to acknowledge their fraud. And refused to refund the money. So we disputed the charge with Citi and the dispute was incorrectly characterized as \" no services received '' or something like that. It was not properly characterized as an unauthorized charge. Citi says that since we provided our card information during the process that it doesn't matter that we did not actually authorize the charge or complete the authorization and booking process.","date_sent_to_company":"2023-11-30T17:30:49.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"80538","tags":null,"has_narrative":true,"complaint_id":"7929777","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-11-30T16:55:33.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["She did not receive the promised \" instant confirmation '' number or <em>booking</em> number. She abandoned the website when it started asking her for information she did not want to and did not provide. To her surprise she later received an email indicating that she had completed the <em>booking</em> even though she did not complete their <em>booking</em> process online."]},"sort":[13.085929,"7929777"]},{"_index":"complaint-public-v1","_id":"7985528","_score":13.060346,"_source":{"product":"Credit card","complaint_what_happened":"I made a booking through capital one travel to stay at the XXXX XXXX XXXX XXXX XXXXXXXX XXXX The booking was made at XXXX, as I was driving from Indiana to Texas and needed a place to rest for the night. I was not planning on getting to the hotel before XXXX, but figured I'll make a booking in advance. \nAt no point during the reservation process - including the \" policies '' that are detailed in the booking page - was I told I had to get to the hotel before XXXX  ( otherwise, for obvious reasons, I wouldn't have made the booking ). \n\nWhen I got to the hotel, I was told I was marked as a \" no show '' and they can not give me my room, but I can book a new one ( and pay for it as a new reservation ). \n\nI was trying to get capital one to resolve it, or refund me. \nThey said it is my problem that I did not call the hotel to tell them I am arriving after XXXX, and that in the email they sent me after I booked ( a non-refundable booking ) it stated I had to be there before XXXX. \nNot only did I not open the email until I got to the hotel ( why would I? The web page said my booking was confirmed ) - but even if I had opened it - I was still not going to make it before XXXX, and couldn't cancel the reservation as it is non-refundable. \n\nThe hotel refused to accommodate me, Capital one say they won't refund me. \nI think it is wrong on their behalf to not state at the time of booking ( before I confirm & pay ) that I must be at the hotel before XXXX, or call the hotel if I don't. \n\nWhen I called capital one they said I deserve nothing. \n\nThis seems like bad faith behavior.","date_sent_to_company":"2023-12-11T17:32:01.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"787XX","tags":null,"has_narrative":true,"complaint_id":"7985528","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-12-11T17:09:43.000Z","state":"TX","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I made a <em>booking</em> through capital one travel to stay at the XXXX XXXX XXXX XXXX XXXXXXXX XXXX The <em>booking</em> was made at XXXX, as I was driving from Indiana to Texas and needed a place to rest for the night. I was not planning on getting to the hotel before XXXX, but figured I'll make a <em>booking</em> in advance."]},"sort":[13.060346,"7985528"]},{"_index":"complaint-public-v1","_id":"11376609","_score":13.057001,"_source":{"product":"Credit card","complaint_what_happened":"Had made a booking for a stay via XXXX. However, the booking was cancelled by the merchant themselves and was never supposed to get charged for the booking per theyre security reason verification. Therefore, I left it alone and was never supposed to get charged to my Bank of America credit card. However, they still charged me for the booking even tho It was supposed to be cancelled and me never actually staying at the property. I submitted a dispute with bank of america, dispute number # XXXX. They provided me with provisional credit but then denied my claim and debited the amount back. The merchants evidence does not show any real concrete evidence that i actually checked in and stayed at the property because i never did as they had cancelled it days before. Not sure why I was still charged. i have attached an email from THE MERCHAnt stating cancellation of the booking and a full refund. Please help recover my money. Not fair that i was charged for something they cancelled and i never received. Thank you","date_sent_to_company":"2025-01-03T09:04:12.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90033","tags":null,"has_narrative":true,"complaint_id":"11376609","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-01-03T08:49:01.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Had made a <em>booking</em> for a stay via XXXX. However, the <em>booking</em> was cancelled by the merchant themselves and was never supposed to get charged for the <em>booking</em> per theyre security reason verification. Therefore, I left it alone and was never supposed to get charged to my Bank of America credit card. However, they still charged me for the <em>booking</em> even tho It was supposed to be cancelled and me never actually staying at the property. I submitted a dispute with bank of america, dispute number # XXXX."]},"sort":[13.057001,"11376609"]},{"_index":"complaint-public-v1","_id":"5048904","_score":13.055233,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I was misled by the Amex Platinum website into thinking that my online booking was with Amex platinum. Instead, all online booking is through regular Amex which does not give the same level of customer support. Nothing on the Amex Platinum website indicates that online booking are made by regular Amex. I pay a lot for Amex Platinum, and terribly disappointed by the misleading advertising on its website.","date_sent_to_company":"2022-01-12T17:03:09.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"20854","tags":null,"has_narrative":true,"complaint_id":"5048904","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2021-12-28T22:06:12.000Z","state":"MD","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I was misled by the Amex Platinum website into thinking that my online <em>booking</em> was with Amex platinum. Instead, all online <em>booking</em> is through regular Amex which does not give the same level of customer support. Nothing on the Amex Platinum website indicates that online <em>booking</em> are made by regular Amex. I pay a lot for Amex Platinum, and terribly disappointed by the misleading advertising on its website."]},"sort":[13.055233,"5048904"]},{"_index":"complaint-public-v1","_id":"7656591","_score":13.051366,"_source":{"product":"Credit card","complaint_what_happened":"I made a car rental reservation with my Apple card, and when I tried to delay the pick up of the car, well before the scheduled time due to a delayed flight, in accordance with the instructions on the booking site, I was told that the car was no longer available and that my reservation was canceled. The booking company then refused to refund any of my 10-day reservation fees, even though the car provider had not been paid.\n\nI disputed the charge with Apple and they sided with the booking site, citing the booking company 's policy of refusing refunds for any reason, even though the company was unable to provide me with ANY service at all.","date_sent_to_company":"2023-10-06T20:11:37.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"836XX","tags":null,"has_narrative":true,"complaint_id":"7656591","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-10-06T19:37:22.000Z","state":"ID","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I disputed the charge with Apple and they sided with the <em>booking</em> site, citing the <em>booking</em> company 's policy of refusing refunds for any reason, even though the company was unable to provide me with ANY service at all."]},"sort":[13.051366,"7656591"]},{"_index":"complaint-public-v1","_id":"6132534","_score":13.04659,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I applied and was accepted for the Chase XXXX XXXX XXXX Credit Card on XX/XX/XXXX that was offered to me during my booking process with XXXX. During the process it stated I would earn a {$300.00} statement credit if I used the card to book within the XXXX Website or XXXXXXXX Application within the first ( 12 ) months of opening the card. \n\nI went ahead and used the card to book through the XXXX Website and booked a ( 1 ) night stay with XXXX XXXX on XXXX XXXX XXXX, XXXX which XXXX shows listed within their website for booking. I contacted Chase and XXXX XXXX XXXX ( 2 ) times before my booking to confirm that the {$300.00} statement credit would apply to this booking. I was told both times, yes, that the booking would apply to the {$300.00} statement credit promotion. \n\nI contacted Chase on XX/XX/XXXX XXXX XXXX and confirmed that the booking applied for the statement credit and was told yes. I contacted chase again on XX/XX/XXXX XXXX XXXX before the booking to re-verify that the booking applied for the statement credit and was again told yes. It was very important to me that I received confirmation as once the booking came the fee was non-refundable. \n\nToday is XX/XX/XXXX and it has almost been 3-months since the booking and I have yet to receive the statement credit. I've tried to resolve this multiple times with both parties and none are honoring the promotion. I've contacted chase multiple times and they continue to tell me that the marketing department states I didn't spend enough, or I needed to wait 4-8 weeks for a response, or that the hotel didn't meet qualifications even though I booked through the XXXX Website XXXX the website shows the credit to be applied to the booking during the process, and to apply for the credit. \n\nI contacted Chase on the following dates trying to resolve this : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX When you go to book through the XXXX Website, it shows you the total amount the room costs and how much it would be with the {$300.00} statement credit. This was offered to me while I was booking with XXXX XXXX through XXXX XXXX website which you will see in the attachments to this complaint. \n\nChase is providing false advertising and promotions for this XXXX XXXX and during the process when you go to book through XXXX. I reached out to XXXX XXXX  XXXX and they informed me that they do not deal with any promotions with the Chase Credit Card XXXX XXXX XXXX XXXX - it is strictly Chase who honors these promotions. \n\nI reached out to Chase on their XXXX support - and was met with the same answer that the promotion didn't meet qualifications. If you view the attachments, this promotion is absolutely false advertising The total amount I spent for my Booking was {$360.00} - which the promotion was to cover {$300.00} of it and I was to pay the difference of {$60.00}. \n\nThis whole process has turned into a complete nightmare and I'm now turning to the CFPB to help resolve this false promotion and false advertising and to get the {$300.00} statement credit I rightfully deserve.","date_sent_to_company":"2022-10-26T05:22:52.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"89031","tags":null,"has_narrative":true,"complaint_id":"6132534","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-10-26T04:43:01.000Z","state":"NV","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["I contacted Chase on XX/XX/XXXX XXXX XXXX and confirmed that the <em>booking</em> applied for the statement credit and was told yes. I contacted chase again on XX/XX/XXXX XXXX XXXX before the <em>booking</em> to re-verify that the <em>booking</em> applied for the statement credit and was again told yes. It was very important to me that I received confirmation as once the <em>booking</em> came the fee was non-refundable."]},"sort":[13.04659,"6132534"]},{"_index":"complaint-public-v1","_id":"20101273","_score":13.043598,"_source":{"product":"Credit card","complaint_what_happened":"I attempted to use my Bilt Credit Card to book a hotel through the Bilt booking platform and apply my available Bilt Cash and XXXX XXXX during the transaction. However, the Bilt booking system repeatedly generated error messages during the checkout process.\n\nDespite these errors, the system ultimately processed the booking without applying my Bilt Cash or XXXX XXXX and charged the full amount of {$150.00} to my credit card.\n\nThis issue is clearly the result of a malfunction in Bilts booking system and is not caused by any action on my part. I made multiple attempts to complete the booking properly, but the system failed to apply the credits as intended.\n\nI have already contacted Bilt customer support, and their technical team has been unable to resolve the issue or provide a refund. Since the charge occurred due to a system error on Bilts side, I am requesting that the full amount of {$150.00} be refunded to my credit card immediately.","date_sent_to_company":"2026-03-09T19:09:14.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"94588","tags":null,"has_narrative":true,"complaint_id":"20101273","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-03-09T19:06:08.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["I attempted to use my Bilt Credit Card to book a hotel through the Bilt <em>booking</em> platform and apply my available Bilt Cash and XXXX XXXX during the transaction. However, the Bilt <em>booking</em> system repeatedly generated error messages during the checkout process.\n\nDespite these errors, the system ultimately processed the <em>booking</em> without applying my Bilt Cash or XXXX XXXX and charged the full amount of {$150.00} to my credit card."]},"sort":[13.043598,"20101273"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":3136,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":3136}]}},"product":{"doc_count":3136,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card","doc_count":1571,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1475},{"key":"Store credit card","doc_count":13}]}},{"key":"Credit card or prepaid 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