Consumer complaint received 2023-08-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit 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 at XXXX am I made an airline reservation through Capital One Travel for a flight that was to depart from XXXX XXXX on XX/XX/XXXX at XXXX and return back to XXXX XXXX XX/XX/XXXX at XXXX XXXX  for two passengers XXXX and XXXX XXXX XXXX A few hours later that same day, our family received news that a loved one had passed away. Due to the unexpected death of our loved one our trip had to be canceled. That same day XX/XX/XXXX at XXXX XXXX  literally 5 hours later I successfully canceled the flight through Capital One XXXXvel app. According to Volaris cancellation policy For bookings made in the last 24 hours, you may request a refund to the original payment method in My Trips. ( Attached to these documents you can find a screenshot named Cancelation policy ). I did just as the cancellation policy stated, I canceled through Capital One Travel and requested a refund on My Trips. Immediately after I successfully canceled and requested a refund through My Trips I received a confirmation of my cancellation on XX/XX/XXXX at XXXX pm stating We inform you that the reimbursement for your cancellation on reservation XXXX has been processed to the original form of payment and will be reflected on your next statement ( see attached XXXX called refund confirmation ). In addition to this I took a screenshot of when I actually canceled the flight and it states Reservation code XXXX Your refund has been done and the payment options used and it should be in your bank account the following days. ( See attached successful flight confirmation ) I have filed multiple appeals through Capital One in regards to this issue, and although it is a service that is offered through Capital One, I was told by them that they could not help me and I needed to go directly to the airline. I went directly to the airline and after exchanging multiple emails with them attached is their response. According to XXXX XXXX a representative from XXXX states We have validated your request and verified that your refund with the reservation code XXXX was already issued successfully on XX/XX/XXXX. If you have not seen it reflected yet, you must validate with your bank for withheld balance. ( See attached reimbursement in XXXX ) I have spent COUNTLESS hours on the phone attempting to resolve this issue. I contacted Capital One again on XX/XX/XXXX and they again stated I needed to re-open and submit a claim along with providing all the documents that reflected the cancelation of my flight. I did for the millionth time. On XX/XX/XXXX I received an email from Capital One stating " We have a limited amount of time to reverse a charge on our customers account 's. Unfortunately, that timeframe has expired for this particular charge. If you want to dispute a charge in the future please let us know within 60 days of receiving the statement that shows the disputed charge ''. This response basically proves that I was entitled to my money and the transaction should have been reversed this entire time since XXXX, but for what ever reason it wasn't. One of the biggest issues I have with all this is that I, as the consumer, have been on the phone countless hours since XXXX fighting, proving and explaining that I am entitled to my money. This is a service that Capital One offers and they have taken XXXX accountability to help resolve this. I have been submitting the exact same documents to Capital One every single time they request them from me. The documents have not changed and after all this time they finally get back to me saying " we have 60 days to credit the money back to your account and it's not too late to do that ''. Please help me with this issue.

Company response to consumer: Closed with monetary relief