Consumer complaint received 2021-07-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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:
My family and I booked a trip to XXXX in XX/XX/XXXX to fly out in XX/XX/XXXX through Capital One Travel and my Capital One travel rewards credit card. The cost of the trip was a little over {$3200.00} When COVID hit in XX/XX/XXXX I started calling the Travel Center ( the number above ) to cancel our travel plans and I couldnt get through to anyone that would actually help me, most of the time I was put on hold and forgotten about or even hung up on. I had almost given up hope that we would be able to even talk to anyone about our booking and would not only lose out on our trip but also the money we put into it. As it was, I paid off the trip/the balance on the credit card and closed out my travel rewards credit card and my Capital One savings to end any ties I had with them other than the XXXX trip. Finally in a last ditch effort, 2 days before our flight I was able to talk to someone at the travel center who didnt hang up on me but they would not let me cancel the flight and instead made me reschedule my travel for within the year, despite knowing that COVID was not going to be gone in that time. Travel was rescheduled for XX/XX/XXXX and by XX/XX/XXXX I was calling Capital One for a cancellation and refund because there was no way we could enter the XXXX in XXXX, we werent even all allowed to be vaccinated yet at the time. My request to cancel was processed with the airline and after having to call and check for an update 3-4 more times between XXXX and XXXX I was finally reassured in XXXX, a week before the flight that my family and I would be receiving a refund for what was charged to my credit card ( {$3200.00} which I paid off in cash in XX/XX/XXXX ) and that everything was canceled and XXXX XXXX had finally returned the money to Capital One. By the end of XXXX I still had not seen a refund but one of the CSRs said to give it 2 billing cycles so I waited until XXXX to call back. I started calling in XXXX and I have been getting the same answer for over a month now with no refund issued. Everyone I speak to says theyre not sure what happened in XXXX and dont know why I wasnt refunded but that the accounting dept has to issue the refund and they cant be reached by phone and they cant do anything more than ask accounting to complete my refund. I have spent hours on the phone begging and demanding a solution, even breaking down and crying when the CSRs claim to understand my frustration but continue to have no solutions. The charge on my credit card is entirely disputable now in my opinion because Capital One was supposed to be providing a service which I did not receive. And because I paid them in full and closed my account they have no option for me to dispute the charge on my online account. I believe they fully intend to keep my refund and simply hope that I go away.

Company response to consumer: Closed with explanation