Consumer complaint received 2021-08-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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 am writing to provide my written experience with XXXX XXXX and Capital One with documents demonstrating their failure to provide services paid for. 

All documents support my accurate account of events. On XX/XX/XXXX I arrived at gate XXXX about XXXX minutes before my flight, was denied boarding, told to call the XXXX number, and after multiple attempts of trying to resolve this issue for hours with XXXX employees I was unable to receive the services I paid for. 

To be clear, I did not cancel my ticket with XXXX XXXX and arrived at the gate for my flight about XXXX minutes before departure with every intention of getting on my flight. XXXX XXXX failed to provide me with the service I paid for, therefore services were not received and I am owed {$520.00}. 

XXXX 's response to Capital One 's investigation states that I did not show up for my flight ( see Document 1 page 5 ). This is false and contradicts the correspondence they had with me in which they also falsely claim that I arrived after the gate doors had closed ( see Document 2 bullet point 3 ). 

In the document titled Document 3 you will find text messages I sent to family and friends at XXXX XX/XX/XXXX where I tell them that XXXX gate agents informed me that 'I missed my flight ' that had a scheduled departure of XXXX despite the boarding process still taking place. 

In the document titled Document 4 you will find my phone 's call log. This call log demonstrates that after XXXX gate agents did not allow me on the flight ( around XXXX on XX/XX/XXXX ) and simply told me to call the XXXX number to resolve my issue, I followed their instructions and called at XXXX, well before the flights departure time of XXXX. Unfortunately, the customer service line was closed. I informed the gate agents of this and they did not make any good faith attempts to allow me on my flight. In this call log you will find several other calls I made in an attempt to maybe get an after hours customer service person on the line. 

After XXXX gate agents refused to let me board my flight to XXXX, XXXX I reached out to XXXX via XXXX ( Document 5 image 1 ). When that did not work I tried to speak to the gate agents again at a later time, when another flight was boarding, and they refused to help me. 
After multiple attempts and hours of trying to have XXXX XXXX help me reach my intended destination I was picked up by the same person who dropped me off. 

During my time at the airport and after arriving home because XXXX XXXX did not provide me with any service, I reached out to XXXX via XXXX, XXXX, and email. Those attempts were met with continued silence ( Document 5 images 2- 4 ). 
On XX/XX/XXXX XXXX responded to my inquiries via email and failed to respond to my questions ( see document 2 ). When XXXX finally responded ( see document 2 ) they falsely stated that I paid for a ticket change to arrive at my final destination of XXXX, XXXX. I did not reach my final destination on the flight I arrived at the boarding gate for nor any other flights provided by XXXX ( a quick search of my Capital One statement will only show a charge for a XXXX XXXX flight, not a flight via XXXX XXXX ). 
Moreover, XXXX XXXX response perhaps unintentionally corroborates my account of the event I sent them via XXXX and Email on XX/XX/XXXX ( document titled Letter to XXXX ) in which I provide the final boarding time of XXXX XXXX XXXX XXXXXXXX well before they concluded their 'investigation ' ( see document 2 and please note the date ) during which they did not reach out to me about the events that took place. If I did not show up for my flight as XXXX told Capital One how would I have known the final boarding time before XXXX sent their email response to me on XX/XX/XXXX? 

I need a full refund for services that I did not receive because of XXXX XXXX provided false and inaccurate information and unreasonably denied boarding to me. Capital One sided with XXXX XXXX and provided them with the amount go {$520.00} despite my disputing these charges. 

I did not cancel the service. I showed up on time for my flight. Due to XXXX XXXX, I was unable to receive the services I paid for and need a refund because services were not received.

Company response to consumer: Closed with explanation