Consumer complaint received 2019-06-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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 WE purchased 2 roundtrips tickets of {$720.00} each as a wedding gift to our daughter and her future husband, to be used after their marriage on XX/XX/XXXX. Paid with Capital One venture card. We bought the tickets thru XXXX with XXXX XXXX. 
My wife is telling the story now with my permission because she was there. 
On XX/XX/XXXX at approx. XXXX XXXX  - I Mrs. XXXX, my daughter and her husband were at the XXXX, XXXX airport checking in. My check in -went fine, my daughters also ( both USA citizens ) but when my son in law was checking in, a problem came up, even thou he had a passport and was excepted to travel to the USA , he also needed a travel document which the call a ESTA document. The Electronic System for Travel Authorization ( ESTA ) is an automated system that determines the eligibility of visitors to travel to the United States under the Visa Waiver Program. We were directed to the counter, applied, paid XXXX EURO plus XXXX dollars charged. He was approved and returned to the check in counter. They skipped us and took care of other passengers, time was running out, we finally were next as the agent was putting my son in laws travel document information, they said it was not accepting it, so skipped us again and took care of more travelers. I ran to the check in gate in tears or would of lost the flight, my daughter stayed behind, not knowing what was happing to her husband, not wanting to leave on her honeymoon without him!!! 
They end up losing the flight because they were told something was wrong with the system not excepting the document. My daughter said they didn't even try, the minute they informed them they had lost their flight. My daughter and son in law then after about an hour went upstairs to the travel agent and REPURCHASED new tickets with the money they made from the wedding. They had an organized honeymoon here in the US and needed to be here within 2 days or would lose the honeymoon package. Funny how the travel document worked and was excepted not even an hour later. And the travel agent even checked them in right away. 
When I arrived in the US, I contacted XXXX, told them what had happened, for about two weeks I spoke to them everyday, they contacted XXXX '' XXXX and XXXX told XXXX - it was documented that my son in law did not have a travel document, and was a " no-show '' Not having any results with XXXX, we contact our credit company, told them the story and put in the dispute. a couple days later Capital One Venture credited us for the tickets but we needed to write a letter explaining what happened. We did, and they answered the same way. NO TRAVEL DOCUMENT-NO SHOW the letter also said, they needed some proof to support the dispute. 
Meanwhile they put the charges back into our card. 
We were able to find the TRAVEL DOCUMENT issued that morning, was approved at XXXX XXXX. I sent the copy to Capital One, explaining that " THIS '' document is the proof that there was time for them to board the flight, because the flight was at XXXX ; XXXX. 
First they did not understand that The copy I sent WAS THE TRAVEL DOCUMENT even thou I wrote it and circled the writing were it said TRAVEL AUTHORIZATION, they thought it was a ticket! Stressed and aggravated, hours on the phone I then asked to speak to a supervisor. At first she was surprised to see the document was really the travel document, she said I need to put you on hold. after a long pause her answer was : In order for us to request credits from the merchant when we can document that the merchant violated an operating rule or regulation. AND the dispute is " Time sensitive and so unfortunately we are unable to continue the dispute. 
They asked for proof, I gave them the proof, and they ignored the truth versus the lie. The Offered us half of one ticket. We refused the offer. Never will buy a ticket thru XXXX, Will never definitely fly XXXX ever again, they are the rudest people on earth. And as for Capital One, very disappointed. We will close our card with them also.

Company response to consumer: Closed with monetary relief