Consumer complaint received 2021-09-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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:
XXXX On XX/XX/2020 I booked an airline ticket ( booking reference number XXXX ) from XXXX for {$1700.00} ( {$140.00} going to XXXX and {$1600.00} to XXXX XXXX ). I paid with my Capital One credit card. The trip was supposed to take place on XX/XX/2020. 

XXXX On XX/XX/2020 I received an email from XXXX with flight modifications, which did not fit my plan. I then called XXXX and asked if I can cancel my booking. XXXX agreed, processed my cancellation, and sent me a confirmation email with a number to call in order to finishing the cancellation. I called the number and we finished the process. I called XXXX XXXX and Capital One and confirmed the cancellation. The amount of {$1700.00} was reversed from my transactions. Everything is good at this point. 

3 I noticed that on my XXXX credit card statement ; the transaction of {$1700.00} was reinstated on the account as if I will be taking the trip. I called Capital One and the customer service representative suggested that I filed fraudulent charge request ; I told the representative that I made the original charge and she said that is the only option. I filed it and Capital One removed the charges from my account and issued me a different credit card number. Everything is good again. 

4 I received a letter from Capital One, dated XX/XX/2020 claiming they did not find any indication of fraud on my account and they reinstated the charges again and referred the matter to dispute department. This happened because ; XXXX airline provided the flight schedule to Capital One during their investigation. I called again and filed the dispute. During this call, I asked the customer service representative from Capital One if we can add XXXX to the call and she said they are not allowed to do a 3 way call. I also asked her how could we get to the truth if you do not talk to the source ( XXXX ) and she said they are not allowed to talk to merchants. 

5 I received another letter from Capital One, dated XX/XX/2020. In this letter Capital One asked me to provide a copy of the sale invoice or purchase agreement, date and proof of cancellation, the return policy of the merchant, description of how I tried to resolve the dispute with the merchant, and a refund voucher from the merchant. I sent the cancellation email to Capital One. 
Capital One said that it is not enough. However that is the email XXXX provided me as a proof of cancellation. I asked XXXX for a letter confirming the cancellation and refund on their end and the representative said they only provide email because they do not have an official letter. 

6 When I called to cancel my booking, XXXX sent me an instant email with one time password that was used to confirm my identity during the call. The cancellation was processed with no issue at all. XXXX never said anything about the trip being non-refundable. But Capital One made the issue more difficult than it is by refusing to accept the proof provided by XXXX and asking me to provide additional documents ( purchase agreement, return policy of the merchant, refund voucher ) to validate my claim. There was no dispute whatsoever from XXXX about the cancellation and refund. Currently the original amount ( {$1700.00} ) is still part of my credit card statement and Capital One has being charging interest on it since last XXXX. I have made over 30 phone calls to resolve this matter. Some calls last for over an hour due to being put on hold and being transferred among different departments. 


7 XXXX assigned the case to one of their employee : XXXX, Accounting / Charge Back Department, Phone XXXX XXXX XXXX Ext : XXXX, Fax XXXX XXXX XXXX At first she did not believe that the amount had being reinstated, because the cancellation and refund were processed and completed from their end. 
So she asked me to send her the proof ; I send her the credit card statement along with the reinstatement letter from Capital One. She was in contact with me via emails. She kept saying she was working on the case and waiting for the airline to reply. At some point, she vanished, her extension does not work anymore and I can not contact her at all. I called XXXX and this time another representative told me that : I need to call the airline myself, because they did everything they can and the airline is not responding to their request. Finally he transferred me to a supervisor whom now said I should not contact the airline, because I booked the trip from them and I should be dealing with them. ( I taped these last conversations ). I received a final email from XXXX and in this email ; XXXX airline told XXXX that the customer disputed the transaction and therefore they should refer the customer back to his bank ( Capital One ). But my bank made the issue more complicated than it is. In conclusion, no one is able to solve this issue among XXXX, XXXX airline, and Capital One and I am stuck with the bill as if I went on that trip.

Company response to consumer: Closed with monetary relief