Consumer complaint received 2021-02-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 was repeated given erroneous information by customer service representatives and a supervisor at Capital One regarding a billing dispute with an airline. They also did not close a billing dispute upon being informed I had reached an agreement with the merchant. 

I called Capital One to open the dispute against the airline XXXX on XX/XX/XXXX. They requested more information on a letter dated XXXX XXXX, which I provided. After providing the information, I called Capital One and was told that if they did not hear from the merchant by XX/XX/XXXX that the dispute would be finalized. At this point Capital One had credited my account for the amount of both flights. Since my case was not based on a flight cancelation, I decided to accept an electronic credit from XXXX on XX/XX/XXXX for one of the flights involved and to purchase a flexibility plan to move the other flight. I moved the second flight to a new date, but I have not yet used the credits. I promptly called Capital One to report that I had reached an agreement with XXXX. Then in XX/XX/XXXX, I happened to log into my account with the airline and saw that the flight I had moved was no longer in their system. On the Capital One account I saw that I still had the credit for the original flights and, in addition, I had been refunded the extra I paid for the flexibility plan. I was confused, as I had assumed Capital One would close the dispute and re-bill my account for the ticket purchases. I called Capital One about this to ask what was going on. I wanted to know if the dispute was finalized and I could count on this money being permanently refunded or, if not, why had my flight disappeared on the airline system. I was told that my dispute would not be finalized on XX/XX/XXXX as I was originally told, but rather on XX/XX/XXXX, and to call back then. I then received another letter dated XX/XX/XXXX, regarding the dispute, which I thought just reiterated what XX/XX/XXXX letter had said. I called Capital One again on XX/XX/XXXX to confirm that the dispute was finalized ( the credit for the original airfare was still posted on my account ). The agent said it was still open and couldnt give me a date as to when it would be finalized. I asked to speak to a supervisor. I spoke with XXXX, who said that I could count on the dispute being already finalized. Based on this information, I went ahead and purchased airline tickets. Much to my dismay, on XX/XX/XXXX, I discovered that they rebilled me for XXXX of the original tickets stating that the merchant responded on XX/XX/XXXX. I complained about their misinformation and was told by the supervisor XXXX that they were sorry, but that any action I took based on their agents and supervisors information was solely my responsibility. Now, there is a probability that I will be re-billed for the second ticket as well, a reservation that has disappeared from my account on the airline website. 

The information provided by Capitol One can not be trusted for accuracy and they do not hold themselves responsible for the information given to their clients.

Company response to consumer: Closed with monetary relief