Consumer complaint received 2019-10-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
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:
XX/XX/2019 In response to your letter sent to me on XX/XX/XXXX ( case # XXXX ), please accept this letter as my intent to continue my dispute with XXXX XXXX regarding unacceptable charges they charged me and other passengers in my group. I read the documents XXXX sent to you to justify the charges, however, I could not interpret them at all. I dont see how your agent could either! They certainly do not address the reasons of my dispute, being the amount they charged five of us for rebooking. To clarify, I would like to provide a timelime of events that led up to these charges. - XX/XX/XXXX ... I purchased six XXXX tickets from XXXX ( XXXX ) to XXXX ( XXXX ) to XXXX and return flights as well ( Capital 1 statement attached ). These flights were purchased through XXXX. - Our first flight ( booked separately ) was with XXXX XXXX departing XX/XX/XXXX from XXXX ( XXXX ). The first XXXX flight was to depart XXXX at XXXX XXXX on XX/XX/XXXX. - When we arrived at XXXX we were informed that a rare snow storm was occurring in XXXX, and that we would not be able to fly into XXXX that night, therefore we would not be in XXXX to depart on the XXXX flight from XXXX to XXXX. There were no other airlines who could fly us into XXXX that night due to the snow storm. - While still at XXXX, around XXXX, ( approximately 9 hours ahead of the first XXXX flight ) I telephoned XXXX in the XXXX to inform them of our problem. The XXXX agent agent informed me that he could re-book us for the next day, but it would cost us rebooking fees. At that time he informed us to wait to see if our XXXX flight would be canceled that night due to bad weather. His reason was that if it was canceled, XXXX would then rebook us without extra charges. He instructed me to keep calling back each hour to check on the XXXX flight, however he did not inform me that the XXXX offices in the U.S. would be closing at XXXX due to weekend ours. After returning to my home, I tried to call later, but was surprised to get a recording. I then began calling XXXX XXXX in XXXX to try and get rebooked. After spending several hours trying to talk with them ( I was cut off three times and got a different agent each time ), spending hundreds of dollars of long distance calling, they finally informed me that the XXXX flight from XXXX to XXXX was able to fly, therefore they could rebook our group with a change fee ( not as a no show since I called more than three hours before the flight we couod not make ). I dont remember how much he said the fee would be. Please remember that I was responsible for getting these people to our final destination ( XXXX for mission trip ) ... it was very late at night ... I was exhausted ... but just relieved to finally get rebooked. -We were rebooked on a XXXX flight ( XXXX to XXXX ) for the next day XX/XX/XXXX, but it was going to be a later departure, since the earlier flight was fully booked. Now we had to overnight in XXXX so that we could catch our flight from XXXX to XXXX at XXXX XXXX on XX/XX/XXXX. - We flew XXXX the next day and arrived in XXXX. While in XXXX, I found out that the agent in XXXX who rebooked our flights, had also changed our return flights without asking me, without informing me, and unnecessarily since our original return flights were still available. This was a problem because the return flights he rebooked us on would not get us back to XXXX in time to fly back to XXXX ... then XXXX. I began calling XXXX US to address this. I also found out that one passenger, XXXX XXXX had been separated from our original groups reservation. I dont know why.Her return flights had not been changed. The XXXX agent US said she could not make the changes, but instructed me to make the changes when I arrived in XXXX. -When we arrived in XXXX I immedately went to the XXXX desk with my problem about return flights having been changed. The agent there said they would have to contact an office away from the airport who could change the flights back for us. He said they would contact us directly that night before leaving for XXXX the next day. THEY DID NOT CONTACT ME! Airport agents with XXXX gave me a specific email address to use to get this resolved when arriving in XXXX. I, however emailed that address that night from the hotel with the following : XX/XX/XXXX XXXX XXXX  ( Hello my name is XXXX XXXX. My original PNR number is XXXX. I am presently in XXXX airport and Im trying to get my problem resolved. The first link of our flight was in XXXX Ohio to XXXX Illinois trying to connect with XXXX XXXX flight from XXXX to XXXX. However we were not able to fly into XXXX on the XXXX due to a snowstorm in XXXX. I went home that evening and spent several hours talking with representatives of XXXX XXXX in XXXX and a representative managed to change us and he booked us on the flight from XXXX to XXXX tomorrow. The problem is he also changed our return flight from XXXX to XXXX without consulting me or asking me. There was no need to make the return flight change because the fligth XXXX is still available.The problem lies in that our flight from XXXX XXXX to XXXX arrives at XXXX XX/XX/XXXX which is too late to board flight XXXX. I talked with transfer desk last night here in XXXX and they said the office at tower 1 would have to make the change back.Tthey promised me to work on this last night and phone me or email me. They did neither. Please address this immediately and reply. Ill be in remote areas of XXXX for the next 9 days. This flight must be changed at no cost to my group since this was completely and error by the XXXX rep in XXXX. I can be reached at this email or phone XXXX XXXX. XXXX XXXX for XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX - We finally made it to our destination 2 days late but glad to be there. - XXXX responded : Tue, XXXX XXXX, XXXX Dear Customer, Thank you for contacting XXXX XXXX Customer Care. This automated response confirms receipt of your email. One of our team members will review -I responded : Thu, XX/XX/XXXX, XXXX XX/XX/XXXX Just before this email I sent to you my original booking with XXXX . As you can see we were all booked on XXXX XXXX from XXXX to XXXX on our return. When your office changed our outbound flight from XXXX to XXXX ( due to our XXXX to XXXX flight being cancelled ) you also changed our inbound. flight from XXXX   XXXX to XXXX. The agent on the phone did not ask permission for this nor did he consult me about this. It was only after I arrived in XXXX that I noticed this. This cant work for our group since we wont be arriving back in XXXX in time to catch this flight. This was suppose to be changed on last Monday night when I was in XXXX. I was assured that I would get a call or email that night but I did not. This change needs to be made immediately and I need to be contacted so that I can stop worrying about this and dealing with it. XXXX XXXX -I never heard fro them again while in XXXX . I managed to have a friend look up our flights with her laptop. She found out XXXX had changed our flights back to the original booking, but never bothered to let me know this. - When I returned home I both called and emailed XXXX. Following is the email : Following is a copy of the email I sent to you on XX/XX/XXXX. Ive received no response from your office ... not even a confirmation of receipt email. Please respond right away! XXXX XXXX I am now back from my XXXX trip and must continue to question the charges from XXXX on my credit card. I have been in contact with your reps via telephone here in the US and they have been helpful, however they only support my view as to what five of my passengers were charged to to having to rebook. Following is a timeline with details : -Our original booking reference was XXXX for 6 passengers booked through XXXX -XXXX ... flight from XXXX to XXXX cancelled due to snow storm in XXXX -I called XXXX agent in US about situation more than 3 hours before Flight XXXX was due to leave XXXX -XXXX told me to wait to see if Flight XXXX would be delayed or cancelled due to snow. He said if it was he coukd rebook us for no charge. He told me to call back every hour to see, however US offices closed at XXXX EST - That night i began calling XXXX in XXXX to make rebook ... made 5 calls ... was cut off the line 4 times ... eventually costing me almost {$800.00} ATT long distance charges. Finally managed to rebook for XX/XX/XXXX, for XXXX XXXX, XXXX XXXX. XXXX XXXX, XXXX XXXX and XXXX XXXX. I had to rebook XXXX XXXX XXXX separately since we had made a name change for her on XX/XX/XXXX. -Found out the XXXX agent had also changed my return flights without consultation. It took your office 9 days to resolve this separate issue. -Now I found out that the five passengers listed above were charged as they were " no shows '' ... about {$610.00} dollars each, whereas XXXX XXXX XXXX ( traveling with us ) ( rebooked reference # RINTPY ) was only charged {$410.00} USD. Ms XXXX rebooking occurred here in US but the other five passengers were not. - Im writing to ask for reimbursement of {$190.00} USD for each of the five passengers who were overcharged as " no shows ''. -There is also another charge of {$320.00} on my credit card which XXXX agent here in US was unable to identify the reason, therefore I have refuted this charge with my credit card company. -Please reply ASAP and address this issue. at this email address. XXXX XXXX - I hope this isnt confusing. So, I am not disputing the fact that they charged us a rebooking fee. I am disputing that they over charged five of us {$190.00} each, treating us as no-shows. According to their policy, a passenger will not be considered a no show if they call at least three hours before the departing time, with a valid reason for missing a flight, which I did both. - XXXX XXXX case number XXXX ... billed XX/XX/XXXX ... {$3000.00} - {$3000.00} divided by 5 passengers = {$600.00}. XXXX XXXX was correctly billed at {$410.00} ... {$190.00} less than the other 5 passengers in our group. - Im asking you to not return the amount of {$990.00} as a charge on my card. -Im asking you to not consider my case closed since XXXX has not actually given clear documentation validating the higher charges - Im asking that someone there carefully read what both XXXX and I have sent to you. -Im asking that someone there be an advocate for me, your customer. -Please have someone call me at XXXX and/or email me at XXXX after carefully reading the above, my response. - Im attaching card statements showing the various bookings, rebookings and charges. Thank you XXXX XXXX * The original credit card used for this purchase ended in XXXX. This card was cancelled and reissued with new card ... number included in later section of complaint

Company response to consumer: Closed with monetary relief