Consumer complaint received 2023-04-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
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 XXXX XXXX XXXX XXXX XXXX XXXX I purchased flights for 3 passengers on XXXX XXXX  using my Capital One Visa credit card for a total amount of {$1700.00}. The purchase of the tickets was facilitated by Capital One using Capital One Travel. The terms of booking explained at the time that I could cancel the purchase within 24 hours and receive a full refund. The next day, I decided to cancel the purchase and initiated the process through Capital One Travel, but was directed to cancel directly through XXXX. I then accessed the reservation on XXXX ' website and cancelled the reservation within 24 hours. On XX/XX/20XXXX XXXX XXXX XXXX I received an email from XXXX saying that my request was received and a refund for my cancellation of the reservation has been processed to the original form of payment. 

By XX/XX/2023, a refund was still not reflected on my credit card. I contacted Capital One, initiated the dispute process and the {$1700.00} charge was credited to my account ( XXXX XXXX. XXXX ). However, I was informed on XX/XX/2023 by Capital One that, based on information from the merchant, the charge would be reapplied and the case closed. I subsequently had numerous conversations with Capital One representatives and provided documentation supporting my position including copies of the email receipt of purchase, the email from XXXX evidencing cancellation of the reservation within 24 hours, and evidence of the terms of purchase reflecting the ability to cancel within 24 hours of purchase and receive a refund. However, Capital One ultimately determined that the information I provided was insufficient because I did not provide some additional information evidencing the cancellation. 

I have since learned of the confusing relationships of the various parties involved in this purchase. XXXX informed me that it, in fact, cancelled the reservation as I previously described and issued a refund to the original form of payment. However, the original form of payment was apparently a XXXX XXXX that is not mine. It appears that Capital One uses a 3rd party called " XXXX  '' to handle the travel purchased through Capital One Travel and it appears that XXXX  charged my credit card and then purchased the tickets on XXXX using its credit card. XXXX  has since received the refund issued by XXXX, but not passed it on to me. Although it facilitated this purchase and created the structure enabling me to purchase these flights, Capital One is now washing its hands of the problem, refusing to accept the evidence supporting my dispute, and refusing remove the charge of {$1700.00}. 

I am in an unwinnable situation. I am entitled to the {$1700.00} refund under the terms of purchase, but Capital One is refusing the dispute. I am left with paying this charge that I'm not obligated to pay or refusing to pay the charge which will result in the continued accrual of interest and penalties, the possible damage to my credit score and collection proceedings.

I'm looking for any assistance you can provide.

Company response to consumer: Closed with monetary relief