Consumer complaint received 2020-10-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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:
Dear Sirs ; Referencing Case # XXXX which Capital One is now considering closed, I am not at all satisfied with the results I have received. This was a disputed charge for a trip that my wife and I planned for XXXX before Covid-19 struck. The travel Agency we booked through was in the XXXX XXXX and declared bankruptcy canceling our trip. 
When we were first notified of this, I first notified my travel insurer ( XXXX XXXX ) to let them know, as this is why we bought the insurance. They stated that it may not be covered due to Covid and I should notify my Credit Card Company. I filed a claim anyway, and did so. Capital One immediately placed the {$2000.00} credit back on my account. Then on XX/XX/XXXX, my Travel Insurance sent me two checks, ( one for me and one for my wife ) totaling {$2000.00} the amount we paid for the trip. As I did not want to make a false claim, be reimbursed twice, and trying to be honest, I contacted Capital One on XX/XX/XXXX and explained to them that I did not need to be reimbursed by them as my Insurance company paid. On XX/XX/XXXX I received a letter from Capital One stating that they were reapplying the charge to my account and if I wished to continue my disputed charge I was to send in documentation as to why. I did not do that at this time as I was already reimbursed by my insurance. Capital One reapplied the charge and took the money back. 
On XX/XX/XXXX I received a letter from my Insurance Company stating that my claim was audited and that I was not covered for the bankruptcy. I needed to reimburse them the checks that they sent immediately or it would be turned over to a collection agency. I sent them their funds back and contacted Capital One stating what had happened and that I now wanted to pursue reimbursement through them. They stated that they needed a signed letter and documentation from me that the trip was canceled, etc. I wrote a letter that same day XXXX XXXX, and put it in the mail with the documentation I thought they requested. I did not hear anything so I did a followup letter to them on XXXX XXXX again stating the issue and requesting status of my dispute. I received a letter from Capital One on XXXX XXXX stating that I did not provide the information requested in the time frame needed and they could no longer go after the Travel Agency as it was after the allotted time frame. ( Note : This Company is out of business and there has been no one there to contact since XXXX, I've tried ). After speaking to several people in the disputed claims department, and finally a supervisor who apologized that they couldn't help me, the supervisor stated they would " give '' me a {$200.00} good faith reimbursement since I had been a long time Capital One customer. They also said I should contact the merchant that my dispute is with. Again, no one is there. At this point I am out XXXX and do not know where to turn. Also, another person who was traveling with us and also has a Capital One card, same trip, same cost, was fully reimbursed for the trip by her card, and I am the one that gave her the documentation to send in, so not sure what else I needed to provide. If my documentation was late, it was only because I was trying to be honest and did not want paid double when my insurance had paid. My wife and I are both retired and this {$1800.00} is quite a bit of money for us to lose. 
If you can provide any relief in this situation or tell me what I can do to resolve this it would be greatly appreciated. Thank you for your time.

Company response to consumer: Closed with explanation