Consumer complaint received 2022-05-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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:
XX/XX/XXXX : I had booked airline tickets to the XXXX for my family of XXXX. I had also purchased a cancellation policy, like I normally do with my flights. In error, I had ordered tickets for the wrong date. I then booked the correct tickets/dates. I also called XXXX XXXX that morning, within the hour of bookinr to correct the error and to reverse the charges. 

Correct tickets : Flights XXXX XXXX XXXX at {$4300.00} Incorrect tickets : Flights XXXX XXXX XX/XX/XXXX {$5300.00} The XXXX Representative could see all XXXX seats booked -- she did a great job on the phone telling me that the reserve would happen -- the phone call was over 40 minutes as it took a while to go through each seat and ticket. Because that day was XXXX and the weekend was coming up for banking purposes, she stated that my credit would happen in about 4 days. 

Four days past, no credit. I had waited until the following week to check for a refund and it did not take place. I contacted my credit card company to dispute knowing the credit card company would able able to work directly with XXXX XXXX Customer Service and review the call and records on file. My credit card company ( Capitol One ) provided provisional credit until the case was closed. 

My credit card company then contacted me in XX/XX/XXXX stating that XXXX had issued a credit and is retracting their company 's conditional credit of {$5300.00}. That is incorrect. A credit was NEVER provided by XXXX XXXX. 

I then contacted XXXX XXXX via a phone call who a customer service rep told me to put a complaint in on their online portal. I received a response from XXXX XXXX on XX/XX/XXXX via email that NOW they are telling me there was not XXXX seats booked, but the difference I was disputing was additional cost of the tickets at additional price of {$660.00} per ticket. When I provided XXXX with my confirmation number they said they could not longer see the details of record. That statement by XXXX XXXX is false and fact altering regarding the " upcharge of seat price ''. I have printed emails from XX/XX/XXXX from XXXX confirming of all XXXX seats books by dates and seats showing all the cost breakdown. I even have my matching credit card statements showing the original purchases, along with no credit from XXXX and the provisional credit by Capital One, and THEN the retraction of provisional credit by Capital One. XXXX created a false statement to my credit card company to not provide a credit. 

I then wrote a letter to Capital One to dispute AGAIN, letter dated XX/XX/XXXX with using the XX/XX/XXXX date to keep within the 60 days of dispute. I enclosed with my letter six attachments of proof of what had happened. ( Original confirmation of ALL XXXX tickets, credit card statements, proof of contacting XXXX, etc ). Capital One rejected my second dispute as I was not in the timeframe of 60 days from the original purchase -- rather than my attempt at the 60 days of disputing the response of rejected credit by Capital One on XX/XX/XXXX. 

I then sent the same package and letter to XXXX XXXX, with the same packet of information and attachments to the letter. 

I have yet to hear any response from XXXX XXXX.

Company response to consumer: Closed with monetary relief