Consumer complaint received 2022-11-20
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 logged onto XXXX, to purchase concert tickets to the XXXX XXXX XXXX  in XXXX, CA for the date XX/XX/XXXX. I found 2 tickets and placed them in my shopping cart. Just prior to checking-out, I reviewed the information on the XXXX webpage XXXX including a statement that the tickets would be delivered on XX/XX/XXXX. I completed my transaction using my CapitalOne XXXX XXXX for a total cost of {$250.00}. 

The next screen that appeared on the website confirmed the purchase, but the delivery date had been changed to XX/XX/XXXX, which would be useless to my grand child, for whom I bought the tickets. We live XXXX miles from the concert site, a 2.5 hour drive. The concert was scheduled to begin at XXXX meaning the tickets would need to be delivered by XXXX XXXX. at the latest, to be of any use. I checked my email, and found the email confirmation for my purchase from XXXX, which stated the tickets would be delivered on XX/XX/XXXX - the day after the concert. At this point, I had no faith that the tickets would arrive in time. 

The misrepresentation of the delivery date by XXXX led me to purchase tickets which I would not have purchased, had I known they did not expect me to receive them until the day of, or the day after, the concert. Shortly after the online purchase, I called the XXXX customer service line twice, and talked to two different representatives. Both told me that a refund was not possible, and both told me they could not assure me the tickets would arrive on time. All they could offer was a credit to be used for a different event, which was not acceptable to me. During my conversation with one of the rep 's, he mentioned that the purchase was still in process, so I asked him to cancel it. He refused to do so. 

The second rep gave me the phone number for a XXXX supervisor named XXXX XXXX XXXX ). XXXX confirmed that the transaction could not be cancelled, my money could not be refunded, and XXXX could not assure me the tickets would arrive in time for the concert. 

On XX/XX/XXXX I received my monthly statement dated XX/XX/XXXX from CapitalOne, which included the charge from XXXX. Having concluded that XXXX was not willing to correct their mistake, I contacted CapitalOne and disputed the charges. CapitalOne originally approved my dispute, but in a letter dated XX/XX/XXXX they reversed their decision because " Confirmation showing no return per policy was received ''. I submitted my written request to continue the dispute, and provided Capital One Transaction Support Center in XXXX XXXX XXXX with a narrative, copies of screen shots and emails, and copies of contemporaneous notes I had taken, all which I believe proved my claim. On XX/XX/XXXX CapitalOne sent a letter telling me I did not provide the requested information, that they were unable to help me, and that I should contact the merchant to resolve the problem. I believe CapitalOne was ignoring valid and compelling reasons for granting my dispute, in favor of an irrelevant interpretation of XXXX 's boilerplate policy. I am also concerned that I might be the loser in a three-way association where XXXX and CapitalOne are partners with others in major ( but questionable ) ticket promotion and sales activity. 

FYI, I did receive the tickets on XX/XX/XXXX. The tickets consist of a digital transmitter which is read upon entering the venue, and are not traditional hard-copy tickets. The tickets were never used, and I sent them to CapitalOne to verify that we received them. I imagine that the concert promoters might be able to verify that they were never used, though I don't know how to do that. XXXX never advised me that they would issue a refund if the tickets were returned, and never asked or suggested that I return the tickets. Had they done so, I would have gladly returned them. They were consistently uncooperative during my contacts with them.

Company response to consumer: Closed with explanation