Consumer complaint received 2022-09-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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:
I purchased a pass for a convention that was to take place initially in XXXX of XXXX the event was postponed several more times because of Covid 19. The final date that the convention was rescheduled was XX/XX/XXXX. The director decided to cancel the event at XXXX XX/XX/XXXX via her lawyer she sent to the hotel. He said all event rooms were given back to the hotel. I paid XXXX for the pass. The credit card company Capitol one told me I was past the 60 day purchase window. I explained to them the event was not scheduled to take place until XX/XX/XXXX. They told me there was nothing further they could due. Enclosed find emails and receipts I recieved from XXXX XXXX aka XXXX Support XX/XX/XXXX to XXXX We are so sorry to advise that XXXX of the XXXX XXXX  has been officially cancelled due to a fundamental contractual breakdown with the XXXX XXXX XXXX hours before the event was due to take place. 
We have met with the hotel and our legal council and there is no resolution possible. 
As a company whose whole motivation is to provide amazing experiences for our attendees we are mortified at the upset, disheaval, inconvenience and sadness that this has caused. 
The worst case possible for any event is to cancel when attendees and guests have already travelled and are already at the event city and if we had known in any way that this was going to happen we would not have allowed this to occur. 
Please accept our most sincere apologies. 
At the moment our priority is our attendees and guests who have already travelled to New York and making sure that they are OK. 
Our event cancellation policy will apply to that this is the priority for you all but could we ask that you don't all send individual emails about this please as we need to be able to see emails from our attendees in New York who need our assistance. We will issue a further communication on the refund process. 
We do appreciate and completely understand the emotional upset that this has caused, especially after everyone has waited so long for the event. This is not how this celebration was supposed to end and we are truly sorry. 
With Best Wishes, This e-mail and any files transmitted with it are intended solely for the private use of the individual or entity to whom they are addressed. If the reader of this e-mail is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any use, dissemination, publication, forwarding, printing or copying of this e-mail is strictly prohibited. The recipient of this email is also notified that any publication or public sharing of the contents To whom it may concern, I just returned to XXXX from your debacle in XXXX. I can not believe you did this to so many kind caring ppl. I was excited for the past 3 years for this event. I purchased the infinity pass which I am still paying off and tons of extras for myself and my friends. I am on a fixed income. And you pulled the unthinkable. How do you sleep at night? After doing this to us and the cast and crew of our favorite show? You should be ashamed of yourself. I am not requesting but demanding a refund of all of my purchases I made thru your bogus website. I am also reporting you to every government and news outlet that will listen to me. I hope you enjoy TRYING TO CLEAN UP THIS MESS XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX Date : Wed, XX/XX/XXXX at XXXX XXXX Subject : RE : XXXX XXXX To : XXXX XXXX XXXX Dear XXXX, We are so sorry that XXXX of the XXXX XXXX did not happen but we were as surprised as you and this was not planned or expected. 



We had the whole event ready to start on Friday with guests, photographers, moderators, staff, goody bags, passes and absolutely everything ready for check in on Thursday. 



In a meeting with the venue on Wednesday we were informed of a change to the contract that we could not comply with and there was no negotiation available on this. We still do not understand why the venue took this action at that time or what they had to gain from it. 



We have openly disclosed the full facts of the matter to media outlets who have contacted us off the record as we can not go on the record due to possible lawsuits. 



We were as upset as you were as we have spent two years working on this event and many people had put in so much effort to make the weekend amazing for all of you. Extra touches such as a chocolate fountain at the karaoke after party had been added and the welcome breakfast was in the promenade on the 9th floor with a view of XXXX XXXX. All of this was to make the weekend extra special and it did not happen all because the contract was not kept to by the venue. 



Now we do have a terrible mess to sort out while the venue have come out spotless. 



You have been a loyal customer for many years. You know us better than this. We would not have done this deliberately but we are so sorry for how it has ended up. 



Kind Regards XXXX  I was at the hotel and you made no attempt to meet with any of us. there was no event staff there. You hid in your room and didnt show your face. Sent your lawyer at approx XXXX to break the news to us that our event was CANCELED. The hotel wasnt even aware of the problem until YOUR ATTORNEY SHOWED UP. And many ppl did not get their rooms paid for. Meanwhile the XXXX supported all of the attendees went above and beyond and we were and are very greatful to them. Oh and you said you had goodies bags? Send me a picture of these so called goodie bags. That couldve been handed out to the attendees as a token of good will. You are pathetic and a liar. Thank you again for ruining this for all of us at the # XXXX I HOPE YOURE HAPPY Order # XXXX was placed on XX/XX/XXXX and is currently Completed. 
Order details Product Total XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX Ticket # XXXX : Email : XXXX Telephone : XXXX Date of Birth ( Month/Day/Year ) : XX/XX/XXXX {$1900.00} Subtotal : {$1900.00} Discount : - {$1900.00} Tax : {$0.00} Total : {$0.00} Q XXXX Terms And Conditions of Sale E Please RE A D ALL THE TERMS AND CONDITIONS OF SALE ENACTED BELOW BEFORE ANY PURCHASES FOR OUR EVENTS. 
These general terms and conditions apply to all commercial transactions within the website XXXX ( hereinafter the Website ), and are applicable to XXXX XXXX XXXX and XXXX XXXX XXXX. The domain is owned by XXXX XXXX XXXX legally constituted company incorporated under the laws of the XXXX, registered at XXXXXXXX XXXX, registration number XXXX located at XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. 
XXXX XXXX XXXX and XXXX XXXX XXXX make every effort within its means to ensure that the information in the Website regarding prices, promotions and service conditions is accurate and correct and without error Should anv errors occur which are XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation