Consumer complaint received 2020-10-05
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 roundtrip airline ticket for a member of my household to Study Abroad for one semester through Capital One Travel using a combination of accrued Capital One miles and an out of pocket balance charged directly to my Capital One credit card. 

However, in the midst of the airport and country of XXXX shutdown that due to Covid-19 pandemic, the flight was cancelled by the Airline. The flight, which was originally scheduled for Monday, XX/XX/XXXX ( Re-scheduled for XX/XX/20. 

A little more background - While on Spring Break in XXXX, XXXX, my partner, the passenger for whom the ticket was purchased, was informed by the school that the country of XXXX mandated that all schools close for the remainder of the semester while also learning that all flights going into XXXX were being cancelled in response to the pandemic. 

We immediately contacted Capital One Travel right away to understand the impact of what was happening and were directed to work directly with the airline to resolve the issue. 

We then contacted the airline, XXXX XXXX, explained the situation and they were very accommodating due to the circumstance and updated both the departure city from XXXX to XXXX and the departure date from XX/XX/XXXX to XX/XX/XXXX. 

On XX/XX/XXXX, we logged onto XXXX to check flight status and Check-In, we learned that our flight was cancelled. We had received no prior alert, either in any email or text notification of flight cancellation. We had been checking flight status almost daily to ensure that there were no changes/cancellations leaving us stranded in XXXX since the situation was changing almost daily at this point as a result of the pandemic. Upon learning of the cancellation, We immediately contacted the airline directly to understand the situation and were informed that all flights out of XXXX were grounded and that there were no alternate accommodations available. We were effectively stranded in XXXX and had to make alternate arrangements to get home. 

For these reasons, I am due a full refund to cover the cancellation by the airline, through no fault of our own, on the return flight portion of my roundtrip ticket. 

I've made multiple attempts to resolve this issue directly with Capital One. I've provided statements similar to above accounting and was repeatedly told that there was nothing that they could do. Out of frustration, I contacted XXXX XXXX directly and explained to them the situation. I was ultimately granted a full refund to the original form of payment from the airline, meaning that Capital one travel received a full refund. I've still not yet received my refund. I have in my possession a letter directly from the airline stating that the refund was processed and complete. To this day, Capital one refuses to provide a refund of the money that I paid.

Company response to consumer: Closed with monetary relief