Consumer complaint received 2023-12-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit 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 have this ongoing transaction dispute with Capital One Credit Card since XX/XX/XXXXXXXX  regarding a XXXX XXXX transaction. Capital One denied my claim and I resubmitted my claim. 

I also submitted a complaint and a claim for refund to UA I am writing to CFPB about the charges I have to pay on my Capital One credit card for a flight I was forced to purchase a Return Ticket from XXXX XXXX when I already purchased a ROUND TRIP ticket on XX/XX/XXXX from the XXXX XXXX ( XXXX ) website for a flight from XXXX to XXXX, and returning from XXXX to XXXX on XX/XX/XXXX. 
XXXX only honored the Outbound flight to XXXX but cancelled the return from XXXX to XXXX as the XXXX ticketing agent in XXXX said when I was trying to check in for my return flight to XXXX, that XXXX was not paid for the flight by XXXX XXXX. I didnt understand why this would be relevant to me since I purchased the ROUND TRIP ticket from XXXX in the first place. Due to errors caused by XXXX XXXX and its XXXX XXXX XXXX, I was forced to purchase another ticket for the amount of {$1700.00} to return back to XXXX which I am disputing with Capital One and XXXX XXXX and I am requesting full reimbursement. 

What I am requesting from the Consumer Financial Protection Bureaus help are as follows : 1. That XXXX fully reimburse the amount of {$1700.00} which I was forced to pay to purchase the return ticket to XXXX ( XXXX ) because they did not honor my original Round Trip ticket. I should not have to pay twice for something that I had already paid for 2. I paid {$2000.00} plus {$220.00} x 2 for seats ( outbound/inbound seat ) for the original ticket. XXXX XXXX returned my {$220.00} for the cost of the inbound seat that I had purchased plus only a {$200.00} travel voucher as compensation for my {$1700.00} return ticket purchase A brief explanation of how I tried to resolve the dispute with the merchant. 

( A ). I reached out to XXXX XXXX multiple times requesting the refund : 1 ) On XX/XX/XXXXXXXX  I wrote to them and they responded by rejecting my request. 
I pleaded my case again on XX/XX/XXXX and they rejected my request for refund again. Please see XXXX for XXXX XXXX rejection response. 
2 ) I reached out to both XXXX XXXX and their partner in XXXX, XXXX XXXX and below are excerpts from their responses : XX/XX/XXXX Response from XXXX XXXX : As I've checked your record, you were able to use your ticket with us and I am unable to locate any open coupons that can be refunded. Your return flight 's ticket control was under XXXX XXXX XXXX XXXX ; therefore, you will need to contact them again to ask for any possible refund. 
XXXX. Customer Care - Case ID : XXXX XX/XX/XXXX Response from XXXX XXXX I have checked your reservation and can confirm that your flight was originally booked through XXXX XXXX. Please be advised that XXXX XXXX acts as the service provider only. As the transaction has occurred between you and the XXXX XXXX, we don't have visibility on the details of the transaction. 
Your travel agent has full responsibility to act on our behalf in relation to your booking and has all the necessary information to help you further. In line with this, it is best for you to contact them directly for a refund request. Please note that you may also advise your booking agent to call our Industry Support Team for further assistance. 
XXXX | XXXX XXXX XXXX XXXX XXXX XXXX I disputed these transactions also with the credit card company Capital One and they responded back to say that the Merchant XXXX XXXX rejected my disputed claims and I had the option to either resubmit my claim and respond to the request for additional information or accept XXXX decision. I chose to respond back and shown on Addendum 12 are the details of the results of my disputed claim and my response back to Capital One Background details : I was forced to purchase for the return flight to XXXX ( XXXX ), confirmation # XXXX, because XXXX XXXX would not honor my original ticket of XXXX XXXX due to errors created by XXXX XXXX and its partner XXXX XXXX when they rerouted my itinerary from ( XXXX XXXX XXXX to XXXX to XXXX to XXXX ) to ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX to XXXX ). 
After my first letter to XXXX XXXX requesting my refund I was offered a refund of {$220.00} ( in-bound ) for the seat I had already paid for and also only a {$200.00} travel voucher for my {$1700.00} return purchase. 

I have chronicled in details below the timeline and events that had happened since the time I embarked to travel to XXXX on XX/XX/XXXX. 

CHRONICLE OF EVENTS XX/XX/XXXXXXXX  I purchased a Round Trip ticket* from XXXX XXXX the XXXX XXXX the XXXX XXXX XXXX XXXX for {$2000.00} Departing XX/XX/XXXX and Returning XX/XX/XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My flight itinerary was as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX received an email advising me that my itinerary had changed and I was to fly through XXXX XXXX of through XXXX XXXX 
Since XXXX where I started my journey did not have a XXXX XXXX counter, all my travel and boarding pass was handled by XXXX XXXX partner XXXX XXXX. At the airport I was informed by the XXXX XXXX ticketing agent that I have to fly to XXXX instead of XXXX. I learnt that it was due to high winds in XXXX. I was able to find an article forwarded to be about the flight disruptions on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My new itinerary that I received in the email regarding my flight changes were as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At the time I received the email I did not notice that on the new itinerary there was NO FLIGHT listed for XXXX for my return as it was on my original itinerary. The return flight started in XXXX instead of XXXX as it should have been. 
The XXXX XXXX agent in XXXX was having trouble printing my boarding passes for the new itinerary. She finally printed me a boarding pass from XXXX to XXXX and said I should receive the rest at the XXXXXXXX XXXX I boarded the XXXX XXXX flight from XXXX XX/XX/XXXX- XXXX XXXX XXXX XXXX arrival at the XXXX XXXX , I went to the XXXX XXXX XXXX and the XXXX agents printed the boarding passes but it showed NOT VALID FOR TRAVEL in bold letters on the boarding pass. I received emails from XXXX XXXX about my original XXXX flight departing from XXXX while I was at the XXXX XXXX. 
XXXX XXXX sent me to the XXXX XXXX counter for assistance to get a valid boarding pass and after going back and forth between the XXXX XXXX counter and the XXXX XXXX XXXX times, XXXX XXXX was unable to fix the issue in time for me to fly out in time on XXXX and the XXXX XXXX XXXX flight from XXXX had left without me. The XXXX XXXX agents left the XXXX counter and I was left with the XXXX XXXX agent to help resolve the issue. XXXX XXXX put me up overnight at an XXXX XXXX where I spent the rest of the afternoon and evening on the phone with both airlines. 
After many hours of trying different ways to fix the ticket, one of the XXXX agents said, ( I spoke with too many to remember their names ) she couldnt help me as the ticket was on XXXXXXXX XXXX XXXX  and also discovered an error of the missing flight from XXXX. 
This error was also on the email I received from XXXX XXXX XXXX where there was a missing flight from XXXX XXXX wanted permission to take over the ticket to fix the error. I was very reluctant but the XXXX agent advised that it might be the best option as VA had already touched the ticket and the only way to fix it was to allow VA permission to take over the ticket. 
As the XXXX agent also noticed that the itinerary was wrong with my return journey starting from XXXX XXXX instead of XXXX ( XXXX ), I had to make More calls, more holds, and XXXX hours later after my arrival into XXXX XXXX, my new confirmation number was finally issued by XXXX XXXX XXXX XXXX and I was to fly out from XXXX on XX/XX/XXXX. 
The confirmation number in XXXX XXXX system was XXXX and the corresponding XXXX XXXX confirmation number was XXXX XX/XX/XXXX Success! I flew out from XXXX to XXXX XXXX XXXX 

XX/XX/XXXX Credit card was paid in Full via auto pay with XXXX charges of {$2500.00} ( {$2000.00} plus {$450.00} for Economy Plus seat ) XX/XX/XXXX I called XXXX to confirm my seat for my departure on XX/XX/XXXX. XXXX, the XXXX agent was able to assign me my XXXX XXXX seat XXXX. 

XX/XX/XXXX I received an email from XXXX XXXX reminding me of my upcoming trip to XXXX on XX/XX/XXXX for the flight confirmation number XXXX XX/XX/XXXX XXXX XXXX XXXX Arrived at XXXX XXXX, Terminal C at XXXX XXXX by XXXX for my XXXX XXXX  flight. 
The printout at the kiosk read, there is an issue with your ticket and I should see a XXXX XXXX representative. 
He returned after checking his computer and announced rather loudly that XXXX had canceled my ticket for non-payment by VA. He asked me to step aside and to call XXXX XXXX instead. He offered no assistance. 
After experiencing what I did in XXXX, I decided I was not going to stay in a XXXX York or New Jersey hotel as I wasnt sure how long I would need to stay to sort out this issue. Judging by what the rude man said at the XXXX counter it was going to be a long haul. 
My sister arranged for a ticket for me to return to Florida where I live with my sister and her husband to resolve this Canceled Ticket issue. 

XX/XX/XXXX & XXXX I spent most part of the day and evening on the phone with both XXXX and XXXX None were helpful. I was woken at XXXX XXXX on XX/XX/XXXX, by XXXX, a XXXX XXXXep to whom I spoke to earlier. She suggested for me to get a XXXX agent to speak directly to VA in XXXX, their main office in XXXX but it had to be immediate as they were closing in 2 hours. Not surprising, it was in vain. 
During this odd hour call it was finally suggested to me by a XXXX agent that I should buy a ticket back to XXXX and ask for a refund later on XXXX or XXXX. I appreciated her honesty as she could see I was not getting anywhere. I think she felt sorry for me. 
At XXXX XXXX the same morning, I booked a One Way ticket* for XX/XX/XXXX and spent another {$1700.00}, despite having already purchased a Round Trip ticket with XXXX XXXX XXXX 

XX/XX/XXXX XXXX from XXXX XXXX As I have checked your record, you were able to use your ticket with us and I am unable to locate any open coupons that can be refunded. Your return flight 's ticket control was under XXXX XXXX XXXX XXXX ; therefore, you will need to contact them again to ask for any possible refund. 
XXXX XXXX XXXX Case ID : XXXX XX/XX/XXXX Response from XXXX XXXX I have checked your reservation and can confirm that your flight was originally booked through XXXX XXXX. Please be advised that XXXX XXXX acts as the service provider only. As the transaction has occurred between you and the XXXX XXXX, we don't have visibility on the details of the transaction. 
Your travel agent has full responsibility to act on our behalf in relation to your booking and has all the necessary information to help you further. In line with this, it is best for you to contact them directly for a refund request Please note that you may also advise your booking agent to call our Industry Support Team for further assistance. 
XXXX | XXXX XXXX Guest Contact Centre I had previously sent a letter to XXXX XXXX requesting a refund of {$1700.00} for the ticket I had to purchase to return to XXXX because XXXX XXXX refused to HONOR my original ticketed return flight back to XXXX on XX/XX/XXXX XXXX responded by refunding me back {$220.00} for cost of the seats I had purchased on my original flights plus {$200.00} instead of the {$1700.00} that I was forced to spend on the return ticket.

Company response to consumer: Closed with explanation