Consumer complaint received 2023-06-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I made two transactions with my Capital One credit card for two bookings of a tour in XXXX XXXX with a XXXX XXXX company called XXXX. I was going to go on a tour with my sister. Each of these transactions were for {$1600.00}. The trip was originally supposed to happen in XX/XX/XXXX. Unfortunately, due to the ongoing XXXX pandemic the tour continued to be delayed. The latest delay bumped the trip up to XX/XX/XXXX. However, on XX/XX/XXXX, I sent XXXX a cancellation request for both bookings because of family illnesses preventing us from going anymore. Of the {$1600.00} booking, part of that total was for travel insurance. I was seeking information on the travel insurance to make a claim. I have never received a response form XXXX. On XX/XX/XXXX I made an online search for additional contact information for XXXX. During that online search I discovered that the tour company is under liquidation as of XX/XX/XXXX. I made an immediate call to my credit card company to file a claim. I spent countless hours compiling emails and providing information about the situation. All of the information was sent to them as soon as I possibly was able and I received confirmation they received my information on XX/XX/XXXX. They reviewed my case and found they were not liable to provide back my money. 

I have sent two complaint letters to Capital One corporate regarding this issue. The initial complaint I made on XX/XX/XXXX they responded stating that I was too late to receive my money back. In my complaint I told them that government-imposed travel restrictions cause the trip to be delayed for so long. I also stated that I had every intention of going if I was able to go. When we knew were not able to go on the trip anymore due to family illness we attempted to contact XXXX as soon as possible. Again, the trip was supposed to be happening on XX/XX/XXXX. We were also seeking information about the travel insurance we had purchased with the booking because this was an unexpected cancellation. Capital One verbally stated to me that a letter sent out on XX/XX/XXXX was their official answer. Attached is the letter. The letter did not really acknowledge and specify anything about the situation. 

My second complaint to Capital One was sent on XX/XX/XXXX I have yet to receive a response. 

When I discovered that the company was in liquidation I made contact with the liquidator, XXXX, to be kept in the loop of the whole process. XXXX has stated in reports that there was little money to be distributed. Furthermore, in the current six-month liquidation update, XXXX executives had used customers money in cryptocurrency trades that all ended in losses. The XXXX XXXX XXXX  is also following the liquidation and is pending an investigation with the XXXX XXXX XXXX once the liquidation is completed. 

Lastly, I am in a group of people who also have lost their money due to XXXX ceasing operations. It became knowledge that the travel insurance we thought we purchased with our booking does not exist per the travel insurance company. I thought I purchased travel insurance but this was apparently not the case per the insurance company, XXXX. We were falsely led into believing we had travel insurance by XXXX. I am also in contact with XXXX to receive official correspondence that no travel insurance plans were made for XXXX. 

Attached is all the reports, emails, and complaint letters I have compiled. Please contact me if you need any more information or clarity in this situation.

Company response to consumer: Closed with explanation