Consumer complaint received 2017-12-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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 XXXX XXXX, XXXX I purchased online XXXX round trip airline tickets from XXXX to XXXX Colorado for an upcoming family vacation in XXXX of XXXX. 

Departing Flight # XXXX XXXX, Returning Flight # XXXX XXXX My trip confirmation number XXXX I paid {$1200.00} charged to my Capital One credit card which is shown on the enclosed card statement and on my Capital One account ending in # XXXX. 

On XXXX XXXX, XXXX I accessed XXXX 's online travel site to purchase baggage allowances and seat assignments for our trip. On the " my trips '' section of the website I noticed all of the choices for my reservation were " whited out '' not allowing me to make any selections. When I called XXXX customer service directly I was told that my reservation had been cancelled on the same day of purchase and a refund had been made to my credit card. All of this information was a complete shock to me as I nor anyone in my party had cancelled this reservation. I became extremely upset when the airline representative said there was nothing more she could do to help me. I simply no longer had a reservation for this flight and by their records my refund had already been processed. 

In response to this information I checked my credit card statement for the past month and confirmed that I had not received a refund for this cancelled flight. I next called Capital One 's fraud department to file a complaint. XXXX, the credit card agent corroborated the details of my story in so much as verifying that a refund from XXXX XXXX had not been credited to my account. She then called XXXX herself and solicited a refund reference number ( XXXX ) from the XXXX agent. XXXX credited my account and gave me further instructions to keep my documentation available for XXXX days. 

I thought this matter had been resolved when I noted that on XXXX XXXX the {$1200.00} charge had once again been rebilled to my account from XXXX. 

On XXXX/XXXX/XXXX I called and spoke to a Capital One agent who gave his name as XXXX. We proceeded to have a three-way call with XXXX. XXXX and I explained the situation to XXXX and then to her XXXX named XXXX. Apparently, XXXX 's records only show that my reservation was approved on and refunded to a credit card ending in # XXXX both on XXXX XXXX. We repeatedly stated to them that this card did not belong to me. The original charge from XXXX XXXX and the rebill on XXXX XXXX were showing up on my Capital One account ( ending in XXXX ) but I had not received any form of refund for the cancelled flight. 

XXXX nor XXXX said they could help me and transferred the call to XXXX 's " XXXX XXXX Department '' where we spoke to an agent named XXXX. XXXX stated that " he could not understand how this happened '' and he has " never seen a case like this ''. Because he could not see my valid credit card information ( card ending in XXXX XXXX in their system he could not refund this charge. He also could not conduct an investigation as " this was not his department. '' He also stated that they " do not do e-mails '' so I could not even send him proof of the charges on my Capital One account. He instructed us that the best course of action would be for Capital One to file a charge back with XXXX once again. 

I had already spent nearly XXXX hours on the phone that evening. XXXX stated that a refund would be issued to my account, the case would be sent along to Capital One 's Fraud Department and I would receive a call with an update within XXXX hours. 

XXXX As of this evening I have not received a call back from Capital One 's Fraud Department nor have I received a refund on my account for the {$1200.00} recharge from XXXX. 
I spent another XXXX hours on the phone with XXXX reiterating my story. As instructed I am providing this updated version of this ongoing dispute. 

I certify that I nor anyone in my family cancelled the above referenced flight nor do we have a valid reservation for an upcoming flight on XXXX XXXX regarding the charge of {$1200.00}. I have repeatedly asked XXXX to send me a " reservation cancellation letter '' and they repeatedly send me the same reservation charge and refund receipt ( a copy of which is enclosed ). XXXX of your agents, XXXX and XXXX, confirmed during XXXX-way calls with XXXX XXXX that my flight reservation has indeed been cancelled. These calls and this information should already be clearly documented in my case file. I nor anyone in my family authorized XXXX XXXX to refund the original charge to a credit card that does not belong to me ending with the numbers XXXX. 

XXXX I used the Capital One secure document uploading link sent to me to provide all the documents that Capital One requesting including an updated letter of events, receipts and card statements. 

XXXX Heard nothing for a week and Capital One has not placed a charge back on my account to XXXX Capital One again and spoke to XXXX in the disputes department. He did not even read my file and asked if I had sent in all the documents they have requested. When I replied that I had on the XXXX, he put me on hold, came back several minutes later and confirmed they have received all the requested documents. He said " there is nothing I can do about it at this time as I am not the agent working on your case ''. I then asked for the agent 's name who is working on my case and when I could speak to her. He stated that XXXX was not available and that he would send her an email message and " she will get back to you ''. 

I have been fighting this charge for over XXXX months now. XXXX does not want to take responsibility for the fraudulent activity that occurred on their reservation website and Capital One is not protecting me. I have no plane tickets and have been charged {$1200.00} for a service that I did not receive. PLEASE HELP!

Company response to consumer: Closed with explanation