Consumer complaint received 2023-02-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
On XX/XX/XXXX, I initiated a dispute for the charge of {$3700.00} to my Capital One credit card account for a booking made with XXXX XXXX XXXX XXXX via the XXXX website on XX/XX/XXXX, which was cancelled on XX/XX/XXXX, consistent with and pursuant to the 24-hour reservation requirement of the U.S. Department of Transportations Enhancing Airline Passenger Protection as codified at 14 CRF 159.5 ( b ) ( 4 ) which mandates a 24-hour cancellation period and XXXX XXXX XXXX own policy as posted on XXXX 
I disputed Capital One 's decision to close this case and its investigation into this charge, which was communicated in the letter dated XXXX XXXX, XXXX, and that I received on XXXX XXXX, XXXX. This charge is the result of deceptive and fraudulent actions by XXXX XXXX XXXX which are inconsistent with the relevant regulations cited above and XXXX XXXX XXXX own policy. 
I requested that Capital One reverse this charge and that my account credited accordingly in the amount of {$3600.00}. ( The original charge minus the {$83.00} from XXXX XXXX XXXX as referenced below. ) My dispute is based on the following facts : I made reservation via XXXX flight on XX/XX/XXXX at XXXX PST. 
I canceled the reservation via XXXX  on XX/XX/XXXX at XXXX PST following XXXX own refund policy which states that consumers should be entitled to refund without penalty, which is available in this link to XXXX online refund policy page XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX % XXXX. The pertinent paragraph from that policy reads as follows : Refund Payment The refund will always be credited to the original form of payment that you originally used to pay for the ticket or service.

Customers who make a reservation through XXXX  may cancel their reservation without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flights departure. 
On Capital one informed me on As requested by Capital One on XX/XX/XXXX, below please find a summary of all communication and documentation ( included as enclosure ) with XXXX XXXX XXXX regarding this reservation and disputed credit card charge as well as a summary of all communication and documentation with Capital One on this matter : Communication / Documentation Capital One : On XXXX XXXX, XXXX, I called Capital One to initiate the dispute over violation by XXXX to honor its own published policy promising the full refund for cancellations made within the 24-hour grace period and the U.S. Department of Transportations Guidance on the 24-Hour Reservation Requirement 14 CFR 259.6 which stipulated that each U.S. and XXXX XXXX carrier that has a website marketed to U.S. consumers post its customer service plan, which must include commitment pertaining to the 24-hour reservation requirement. 
On XXXX XXXX, XXXX, I called Capital One to object to its decision, stated in the letter dated XXXX XXXX, XXXX to re-apply the disputed charges back to my account. During that call I was asked to re-submit relevant documentation, which I did later that day. 
On XXXX XXXX, XXXX, I received a letter from Capital One, dated XXXX XXXX, XXXX, which stated that it considered this case closed based on the bogus reply from XXXX XXXX XXXX which claimed that the ticket -- WHICH WAS NEVER ISSUED -- was non-refundable. I called Capital One on that very same day at XXXXXXXX XXXX to further voice my disagreement with this determination. I was also advised to pay the outstanding balance, including the disputed amount with XXXX XXXX XXXX, before the payment due date which was XXXX XXXX, XXXX. I paid the full outstanding balance of {$2200.00} on XXXX XXXX, XXXX. 
On XXXX XXXX, XXXX XXXXXXXX XXXX I called Capital One again to follow up on this case. I was asked to provide additional documentation for my case. I submitted requested documentation via the emailed link to Capital One portal on XXXX XXXX, XXXX. In speaking with Capital One agent, she also indicated that the disputed amount of {$3600.00} of my maximum credit limit on my account was frozen.

Company response to consumer: Closed with explanation