Consumer complaint received 2022-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
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:
What happened : On XX/XX/XXXX, I charged my card for a flight from XXXX XXXX to XXXX with XXXX XXXX for a flight on XX/XX/XXXX. I received a temporary suspension on XX/XX/XXXX from XXXX XXXX due to Covid suspension. On XX/XX/XXXX I was provided a travel credit from XXXX XXXX but the travel credit was not provided, it was discussed as " I will have a credit '' one day. XX/XX/XXXX travel credits were then suspended and " paused ' until further notice. XX/XX/XXXX I received a notice that my travel credit was now placed on a conditional credit that would expire XX/XX/XXXX. Future flight credit was supposed to be available on XX/XX/XXXX. XX/XX/XXXX email correspondence that they can not answer their phones due to 'covid ' and are overwhelmed for a extended period of time. I could not reach anyone .... 

XX/XX/XXXX I get this email " Because your claim relates to a booking made prior to XXXX XXXX entering into voluntary administration on XXXX XX/XX/XXXX, our ability to provide you with a refund of your XXXX Bank is impacted '' Fast forward, a travel credit was provided to me but only to local XXXX  and no flights out of XXXX. As of recently ( last few months ) they just reopened flights, but they do not got to the same destination and changed their polices and procedures keeping me from flying anyways. 

Update on Venture Credit Card Charges : I filed a dispute with Venture Credit Card that I charged the card with to fly with on XX/XX/XXXX. I provided additional information and Venture claimed they didn't receive enough information and closed the case on XX/XX/XXXX. I provided what they asked for, so I was dumbfounded. 

As time went on, I realized that I could not get my money back as the airline was not opening up and I had a travel credit that could not be used. So, they have my money and Capital 1 Venture did nothing. 

After more phone calls and emails then I can count, I provided ongoing account information and emails the they asked for and requested with all the details. Today on XX/XX/XXXX Venture confirmed that they will not be giving me my money back as it was filed after 60 days! 

I had ongoing calls, emails and correspondence with paperwork with Venture. Not one single time did they give me a 'time stamp ' when I could not longer be able to get my money back. 

Additionally, XXXX XXXX ongoing changes include that I would get my money back, I would be able to fly later, they will open, ect ect. It was not like a purchase I could get a refund on the date of purchase, this was a ongoing situation that was constantly, constantly changing. 

Venture has dragged this out. I have spoken to the dispute agency and placed on on hold for hours, transferred many times, provided incorrect information almost by every single person answering the phones, and told to submit a case again, only to find out that they were never once planning to return my money. 

XXXX XXXX 's stance is I could sell my ticket to someone in XXXX since I can't use it. I don't know anyone in XXXX. 

I feel like both XXXX XXXX practiced shady business practices, but most of all my own credit card company set me up for failure, never knew the right and consistent information or answers and left me behind after hours and hours of calls, emails, and provided countless correspondence information from the Airlines only to be told today, that I needed to file a case within 60 days. 

That being said, from their standpoint, I needed to file the dispute following the purchase of my ticket on XX/XX/XXXX within 60 days after that purchase. Which makes XXXX sense as my flight was not even within 60 days of the purchase!! 

My ticket purchase was on XX/XX/XXXX, my flight was XX/XX/XXXX, and I was told over and over by XXXX XXXX my flight was on hold, I would have a credit, at which after months and almost a years, I was provided a credit I could not use, and eventually I was provided a credit to a place I can not fly to any longer or be able to fly on. 

Venture can not say I needed to file my dispute within 60 days as the airlines continued to 'dangle a carrot ' so to speak to put off the purchases of customers, continue to say we would be able to fly, only to be told I can't, and yes you can, but not now to the place you want ... ect.

Venture still owes me my money as the terms of purchase changed, the conditions changed and the time in which the ticket was purchased does not properly reflect the ongoing dispute or return of money as they used 'bank credit '' on my airline miles.

This was {$1100.00} dollars which is a lot of money for me, and I'm losing out because of shady XXXX XXXX and Capital One Venture making ridiculous blanket statements that I need '60 days to make a dispute ' would even apply to a situation like this... 

Thank you

Company response to consumer: Closed with explanation