Consumer complaint received 2020-07-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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: Card was charged for something you did not purchase with the card

Complaint:
To whom it may concern I Purchased three airline tickets through cheapo air. The total cost was {$660.00} this was the charge that was charged to our card XX/XX/XXXX. Then a charge for {$190.00XXXX XXXX XXXX  charged us. We were told that we would have to purchase luggage and seats through frontier. Then XXXX XXXX  came back and said they could do it we were charged an additional {$1400.00} XX/XX/XXXX. We called XXXX XXXX  about the excessive fees that we were being charged. They said that they would get an adjustment on the account. A credit of XXXX was added to our account that meant a balance of XXXX was added for upgraded seats and luggage. XXXX we had to cancel our flight due to the virus. Our trip was supposed to leave XX/XX/XXXX. We had also purchased travel insurance. We also purchased the price drop etc. after canceling our trip we filed a clean with cheapo air for the insurance to pay. Which they did not do. We also contacted capital one several times to block XXXX XXXX XXXX or anybody else charging onto our account. Which they told me several times I could not stop them from charging on my account. Filed complaints with capital one several times capital one not taking our side taking XXXX XXXX side. Saying we purchased tickets that were nonrefundable. When we purchased the tickets we were told that the insurance would pay if we had any problems due to health issues or whatever reason is what we were told. We also took the other three policies they had. Capital one was not there to stand by us at any time we spent numerous times on the phone with them. Capital one not sending us responses from frontier at all. How are you supposed to respond when you don't have all the information. Capital one was at fault many times and a manager that I spoke to in May saw that. She said capital one should eat this for all the problems that you have had and I see that we were at fault at not sending you all the information. Capital one continue to let XXXX XXXX charge on our card. After filing a XXXX XXXX XXXX claim against XXXX. Since you couldn't get them on the phone. Or they just didn't wan na respond to emails calls text, XXXX nothing. After XXXX responded to a XXXX XXXX XXXX complaint guess what I got a charge of {$590.00} on my capital one bill. This was for rescheduling a fee that might take place in the future. My family and I are three high risk people. Me I have XXXX and XXXX XXXX. My wife XXXX XXXX XXXX among other things. My mother-in-law the same issues we were told do not fly. So when I gave a tentative date to the XXXX XXXX XXXX it wasn't I was flying those days that was clear upfront. When XXXX Book the flight I said XX/XX/XXXX because the wedding was going to be the XXXX and XXXX. And my family is from New York we did not want to fly XX/XX/XXXX. For obvious reasons would've never of picked that day frontier came back to the XXXX XXXX XXXX and told them sorry we don't have any flights XX/XX/XXXX you'll have to leave XX/XX/XXXX. This is something that was not something that I would ever do my family would never ever ever do. But yet I was stuck in a hole capital one was not backing us up they continue to let frontier charge on my account card. XXXX continue to bill and book things that I never booked. Capital one said oh well they gave you credit for it I'm hello look at the numerous fees that we've paid up to this date let 's review XX/XX/XXXX {$660.00} XX/XX/190 XXXX. XX/XX/XXXX {$1400.00} XX/XX/XXXX {$590.00}. For a grand total of {$2800.00}. Also XXXX XXXX has given us only {$1200.00} worth of airline credit. To our understanding the rest we have to eat because it's for fees of whatever kind. If capital one had turned over the paperwork numerous times we could maybe say what that {$1600.00} is for. But they didn't do that numerous times we've asked them let me speak to a manager they've hung up on us numerous times. When we did get a manager we asked for it to go over the managers had to MoveOn to escalate the problem. That was never done no paperwork was ever sent Nor was the problem escalated. We have filed numerous complaints against frontier with the DOT the governor XXXX XXXX XXXX. No one seems to care and now you let 's see where this one goes.

Company response to consumer: Closed with explanation