Consumer complaint received 2022-09-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Hi, I am a Capital One Venture Credit Card consumer since XXXX and I am filing this complaint since Capital One has not refunded my ( refundable ) ticket fare even after 18 months of back and forth with their customer service. Their customer service team is manipulative and always trying to play the blame game without taking any action to help resolve my issue. ( TRIP ID : XXXX ) In XXXX of XXXX I booked a round-trip flight ticket using Capital One Travel and my miles earned on the credit card to fly from XXXX, TX to XXXX, XXXX. I am attaching the confirmation email along with this complaint for reference. 

I paid the XXXX miles for the trip and booked a REFUNDABLE fare as can be validated in the confirmation email attached. I was able to take the flight to XXXX, however, while flying back, we took the mandatory XXXX XXXX 48h before departure and we XXXX  XXXX. My fiance was also having symptoms and I was exposed. I contacted Capital One travel and informed them that I will not be able to take the flight from XXXX to XXXX on XX/XX/XXXX. The customer care agent said he had to talk to XXXX XXXX to get their confirmation and XXXX confirmed that their policy allows for refunds when exposed to XXXX. However, Capital One did mention it would take 2-3 weeks for the refund to reflect on my account. 

So, I went ahead and booked a separate flight to fly back to USA and was hoping Capital one would refund the flight fare. It's been 18 months and I am still being made to run post to post to get my refund. Every-time I call Capital One customer service they always say they have to talk to the airlines and that the wait time will be super long so they said they will talk to the airlines and get back to me. I have gotten this answer at-least thrice but with no correspondence back from Capital One. 

When I called to complain again on XX/XX/XXXX, the agent this time dismissed any activity and said that there has been no annotation on the claim since XXXX of XXXX. Which is absurd since i have called multiple times between XXXX and XXXX. She assured me she would resolve the issue. I was on hold for good 30 mins when she was supposed to talk to XXXX XXXX and figure out the issue. However, true to their nature, she decided to abruptly drop herself from the call with XXXX XXXX without realizing that my line would get connected to them. Accidentally, but luckily for me, my line was connected directly to the XXXX XXXX rep who told me very clearly that the Capital rep did not have the information to retrieve the booking with XXXX XXXX and when asked for the additional information, she just dropped off. 

This is the nature of their service and who would have thought that even after 18 months, capital one would not do me the courtesy of giving the rightful refund. Fed-up with it, when I try to talk to the airline directly, they would not encourage me since I booked the ticket through Capital One and they want me to talk to capital one rep. 

I have been more than patient with the Capital One folks having waited this long. But now they leave me no choice but to lodge a formal complaint with CFPB.

Company response to consumer: Closed with monetary relief