Consumer complaint received 2018-04-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
We have a Capital One World Elite Master Card Account. We purchased an 8-day cruise with XXXX XXXX XXXX on XX/XX/XXXX w/a booking #. On XX/XX/XXXX until afternoon of XX/XX/XXXX my husband was hospitalized at the emergency room, temporarily XXXX and unable to use the services or cruise on the XX/XX/XXXX thru XX/XX/XXXX sail date as was his wife, who was placed in a XXXX position. We notified XXXX XXXX XXXX of this sudden emergency and his being unable to sail status on XX/XX/XXXX. We also notified Capital One on XX/XX/XXXX and spoke with operator XXXX ID # XXXX from XXXX, ID at XXXX and given case # XXXX. He initiated a recorded call with XXXX XXXX XXXX pertaining to a refund to no avail and we were told told we could dispute this, however, wondered why Capital Ones 12-page online World Elite MasterCard Guide to Benefits ( www.capitalone.comXXXX ) states in the first paragraph the programs and coverages apply to travel and retail purchases made on or after XX/XX/XXXX ( which is applicable to us ) and A. To get coverage : You must purchase the new item entirely with your covered card and/or accumulated points from your covered card for yourself or to give as a gift C. Coverage limitations : The maximum benefit for repair or replacement shall not exceed the actual amount charged on your covered card or {$10000.00}, whichever is less and TRIP CANCELLATION/INTERRUPTION INSURANCE # 6 : bullets 1-3 state : Common carrier means any licensed land, air, or water conveyance operated by those whose occupation or business is the transportation of persons or things without discrimination and for hire. Covered loss means death, accidental injury, disease, or physical illness of the insured person or an immediate family member of the insured person ; or default of the common carrier resulting from financial insolvency. The death, accidental injury, disease, or physical illness must be verified by a physician and must prevent the insured person from traveling on a covered trip. Covered trip means a trip for which common carrier costs ( other than taxi ) are charged to the insured persons credit card account and To get coverage : You must charge the entire cost of the passenger fare ( s ) to the covered account, less redeemable certificates, vouchers, coupons, or free flights awarded from frequent flier cards. The kind of coverage you receive : If a covered cardholder must cancel or interrupt a trip due to a covered loss, the policy will pay up to a maximum benefit of {$1500.00} per trip to reimburse the cardholder for non-refundable expenses incurred. The cardholder must relinquish any unused vouchers, tickets, coupons, or travel privileges for which he or she has been reimbursed. Covered trip means a trip for which common carrier costs ( other than taxi ) are charged to the insured persons credit card account. 

***On XX/XX/XXXX we received a letter from Capital One re billing amt. of {$1700.00} stating they were crediting our account in the amount of {$1500.00}. ( Capital One reimbursed port fees, taxes ... in the amt. of {$220.00} in our XX/XX/XXXX thru XX/XX/XXXX billing ). They also stated that if the merchant ( XXXX XXXX XXXX ) provides a response, Capital One will review it.and while they wait the charges will be placed back on the credit card. In the XX/XX/XXXX thru XX/XX/XXXX billing cycle we have been re-charged for {$1500.00}. 

A copy of the response that XXXX XXXX XXXX provided to Capital One on or about XX/XX/XXXX stated the booking was cancelled on XX/XX/XXXX. and that the cardholder ( XXXX and XXXX XXXX ) did not purchase Travel Care Insurance , however, when you XXXX Credit Card Benefits | Capital One it pops up with a link www.capitalone.comXXXX and states on the header screen : Credit Card Benefits | Capital One www.capitalone.comXXXX Explore Capital One credit card benefits. Account Management Apps and Digital Services Security Travel and Retail ... Travel Accident Insurance. Get automatic insurance for a covered loss at no extra charge when you use your credit card to purchase your fare. 

To date, we have been able to resolve this and are getting the run around from both Capital One World Elite Mastercard service and XXXX XXXX XXXX. XXXX XXXX XXXX indicates that medical documentation received prior to a trip should be sufficient for a " goodwill '' gesture and led us to believe in a refund of full Cruise fare? They also placed other passengers in our cabin? charging us continuing to charge full price to the Capital One credit card. 

Not sure how we can resolve this bait and switch, inaccurate, misleading, unfair and unethical credit billing and credit card practices. Further, Capital One stated they may be reporting our dispute to credit agencies. This is a concern and creates additional harm and economic hardship through no fault of our own and we will appreciate help and assistance

Company response to consumer: Closed with explanation