Capital One keeps reopening and closing my Airbnb dispute without reviewing the actual claim

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I’m curious whether anyone else has run into this specific Capital One dispute workflow, because the more I reconstruct it, the stranger it gets.

I disputed an Airbnb charge as services not delivered as agreed. I booked a specifically listed room (“Rm 1”) but have contemporaneous photographic evidence that I was placed in a different separately listed room (“Rm 2”).

Original Airbnb charge: $1,131.47

Before I filed the chargeback, Airbnb had already issued a $43 credit, so the amount I disputed with Capital One was:

$1,131.47 - $43 = $1,088.47

After I filed the dispute, Airbnb issued another $265.87 payment and a $0.24 adjustment.

So the amount legitimately remaining in dispute became:

$1,088.47 - $265.87 - $0.24 = $822.36

That part is completely reasonable. Obviously I can’t dispute money that has already been credited back.

The problem is what happened next.

Airbnb’s merchant rebuttal argued that the chargeback was invalid because Airbnb had issued refunds/remediation. It aggregated the $43, $265.87 and $0.24 as $309.11 in refunds/remediation.

But there are two major problems with that.

First, the $43 had already been deducted before the $1,088.47 chargeback was filed, so it was not a subsequent reduction of the $1,088.47.

Second, Airbnb’s own Senior Case Manager later stated in writing that the $265.87 was a “gesture of goodwill” for my unused nights and was “separate from any policy determination” concerning the underlying room issue.

In other words, that later payment changed the amount of the dispute. It did not resolve the reason for the dispute.

Capital One then rebilled the remaining $822.36.

I appealed and supplied the reservation record, evidence showing how the accommodation received differed from the one booked, merchant communications, refund documentation, receipts, and additional explanations of the accounting.

Then the really bizarre part started.

Capital One repeatedly sent me DI2009 letters saying essentially:

> “While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute.”

I received substantially the same closure language multiple times.

I called after the first one and was specifically told the missing information was the receipts. I immediately uploaded the original Airbnb receipt plus the refund/adjustment records.

Then I received essentially the same closure again.

And again.

At the same time, Capital One would email me saying:

> “As a result of the documents we received from you, we’ve reopened an existing merchant dispute.”

So the workflow has effectively been:

documents received → dispute reopened → closed for unspecified missing information → more documents received → reopened → closed again

What I cannot get Capital One to address is the actual remaining question:

After accounting for all merchant credits, what evidence establishes that the remaining $822.36 was for services delivered as agreed?

The merchant credits explain why the dispute amount changed from $1,088.47 to $822.36. They do not establish that the underlying service was provided as agreed.

I’m not trying to recover the credits twice. I have explicitly accounted for every credit and adjustment.

Has anyone else had Capital One’s dispute department get stuck in this kind of DI2009 reopen/close loop, especially at the appeal stage?

And if so, did you ever manage to get the case in