Consumer complaint received 2020-08-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
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:
I purchased a hotel reservation for XXXX XXXX XXXX on XX/XX/XXXX via the travel site XXXX for {$1400.00}. The future travel was to be for dates XX/XX/XXXX - XX/XX/XXXX. In addition, this reservation had a " Free Cancellation '' option which was available until XX/XX/XXXX and this " policy '' is clearly documented on my initial reservation as well as the travel voucher and cancellation. Due to the COVID-19 pandemic, the XXXX XXXX cancelled all reservations at this property through XX/XX/XXXX and reimbursed all of the 3rd party travel agencies for all reservations. I then proceeded to cancel my reservation on XX/XX/XXXX which was within the free cancellation period. To my surprise, I was not refunded my monies, but given a voucher. I attempted to contact the travel agency on XXXX regarding this stating that I wanted a refund and not a voucher, but never received a reply from them and they closed my case. I then reached out to Capital One and disputed this charge. 

Initially, I was given a dispute case XXXX case # XXXX XXXX and they credited back the funds and I thought that was the end. Then travel agency then sent me an email on XXXX telling me to reverse my charge-back and they would continue with an extension of the voucher. This was not acceptable and even though I did not ask for a reversal of the charge-back, Capital One reapplied the charges to my account as stated in the new case XXXX new case # XXXX XXXX letter on XX/XX/XXXX. 

I have now provided Capital One twice with the proof of the free cancellation  policy for my old and new dispute cases XXXX new case # XXXX XXXX as well as copies of all documentation from the travel agency confirming this, but they are not responding to reimbursing my funds. As this dispute falls under the Visa Charge-back policy XXXX XXXX, I should have been refunded these funds as I have proven a righteous case with sufficient documentation. In addition to my initial calls in the previous case, I have also repeatedly called Capital One to seek resolution ( called on : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX ) and have been passed to multiple " agents '' and supervisors, and these calls are documented within the Transaction Support Center, but I still have not been able to get final resolution. What I do get repeatedly from Capital One is to " call back in a week '' or It is with our dispute team, but I never seem to get a straight answer. Capital One also has all of the supporting documentation for both cases. 

I am trying to get my funds back for a worldwide pandemic for which I had no control over and the cancellation and resort shutdown I had no action in, but also as well for acting within the terms of the documented cancellation policy of when I purchased the reservation. Even though this should have been resolved within 90 days by law, this issue is now going into 6 months now by Capital One using 2 different dispute cases with no resolution and Capital One is just washing their hands of this even though I never received the services I purchased. My last call on XXXX was with a supervisor, XXXX XXXX Employee ID : XXXX ), who still could not provide resolution to this issue, but stated that the bank of the travel agency refused to refund the money, but she will look into it. I am at my wits end! Part of the reason of using my Capital One Visa is for purchase protection, but it is obvious that this is not the case. Who is protecting me when the vendor does not live up to the terms of the purchase? I thought my credit card company XXXX Capital One ) was supposed to protect me.

Company response to consumer: Closed with monetary relief