Consumer complaint received 2021-06-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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:
On XX/XX/XXXX I purchased a round-trip ticket on XXXX XXXX ( XXXX ) for vacation to XXXX, XXXX using a combination of approximately 53,000 rewards miles and {$380.00} cash from my Capital One Venture Card. I booked this flight via Capital One Travel. 

Unfortunately, due to the Covid-19 Pandemic I was not able to fly to XXXX due to travel restrictions placed on U.S. Citizens entering that country last XXXX when I was scheduled to fly there. In response, XXXX issued me a travel credit via Capital One Travel to be used to rebook a new flight by XX/XX/XXXX to fly to XXXX. However, by XX/XX/XXXX, there were still travel restrictions in place blocking U.S. Citizens from entering XXXX and I was unable to use my travel credit to rebook a flight. 

For the last 9 months I have asked Capital One Travel to request a refund for my ticket ( and then the travel voucher issued to me ). After dozens of hours on hold and speaking with dozens of Capital One service representatives, I have still not resolved this issue. Every Capital one representative I speak with gives me different information, some suggesting my travel voucher would be refunded ; others stating they are not sure. 

In the meantime, I was able to get a refund from XXXX for 3 other travel vouchers I got from XXXX for the same trip for my wife and XXXX kids. These vouchers came directly from XXXX, since I booked these flights directly with XXXX. However, when I contact XXXX to get a refund for my flight I booked via Cap One Travel, XXXX XXXX says that I have to request a refund via Cap One Travel. I have done so multiple times, sharing the documentation I received from XXXX for the other travel voucher refunds but have still yet to receive a refund from Cap One Travel on the voucher issued to them for my flight. 

The other challenge is that when I call the Capital One Travel customer care phone number, some Capital One representatives do not have access to the full information and context of my case and can not advise me on how to proceed. Often they put me on hold to transfer me to a supervisor with a higher level of access to review " the codes '' issued for my refund request. However, I often end up stuck on hold for extremely long wait times, sometimes exceeding 90 minutes. My only recourse thus far is to redial the Capital One Travel customer service number ( XXXX ) and start over. However, I only end up lost in the Cap One Travel System of phone holds and transfers. 

I am filing this complaint because I want a refund from Capital One for a service I paid for but never received. Capital One Travel is also not acting as an advocate for me in dealing with XXXX XXXX and I can not get basic information from Capital One such as my ticket number and/or voucher number to deal with XXXX XXXX directly.

Company response to consumer: Closed with non-monetary relief