Consumer complaint received 2019-11-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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 Monday XX/XX/2019 we purchased an airline ticket for our daughter through XXXX  XXXX  a XXXX  Airline company. The airline ticket was a non-refundable ticket but according to their website reservations could be modified.

On XX/XX/2019 our daughter was in an accident and received emergency XXXX  and was unable to fly on her scheduled flight with XXXX  XXXX  on XX/XX/2019.

We made many attempts to reach XXXX  XXXX to reschedule or receive credit. We tried calling the numbers listed on their website and tried to reschedule using the " modification '' option that was listed on their website. After many attempts for over a month without any responses or help from the airlines we decided to file a dispute with the credit card that was charged. In mid XX/XX/2019 ( exact date not available ). We decided to dispute the charges with Capital One MasterCard for the amount that was paid for the flight, {$650.00}. Capital One provided us with a Provisional Credit and asked us to fill-out a form. We did exactly what we were asked. Capital One provided us with a Case # XXXX  and 10 days later we received a letter stating that with the information that was provided to Capital One Dispute Department, they were researching our claim and it would take approx. 90 days.

On XX/XX/2019 I noticed online that the amount that we disputed was put back on our credit card. I immediately called Capital One to find out why we were being billed the amount we disputed. At that time we were told that the Claim was closed due to insufficient information. I was upset and confused because we provided a 3 page letter clearly describing our concerns. On this conversation, I learned from the Customer Service Agent that our letter wasn't received. Immediately documentation was re-sent. On XX/XX/2019 I called Capital One again to confirm that they received our documents and the Agent confirmed they were received. At that time I was given a new Case # XXXX  for this Dispute. I called again on XX/XX/2019 because I was informed that a decision would be made in the next few days and wanted to follow-up on the status of our claim. The Agent was unable to confirm that any documents were provided and seemed very confused as to if we had an open case at all, the Agent continued to tell me that our case was closed. I asked to speak to a Supervisor, the Supervisor ensured me that the case was open and it had until XX/XX/19 to be resolved because according to the guidelines of MasterCard the case has to close in a certain time period. After receiving a letter by mail, on XX/XX/2019 I spoke to XXXX  ( employee # XXXX  ). XXXX shared with me that our case was denied because we purchased a non-refundable ticket and there is no option to dispute a refund or credit with XXXX  XXXX. I explained to XXXX   that we were NEVER looking for a refund or credit from XXXX  XXXX  and as our letter clearly stated, we were looking to Modify the reservation for a later date to fly and we were willing to pay a change fee or receive vouchers to fly at a later date. We never asked Capital One to get us a refund. At that time XXXX  explained that there was nothing else that could be done because the timeline with MasterCard was closed. I asked XXXX  if we were represented fairly in this dispute and he was very silent. It was obvious to him and to me that Capital One did not properly represent us in this dispute with XXXX  XXXX. Unfortunately, XXXX  XXXX  is unable to be reached from the USA and they won't speak with us about this even when our friend from XXXX tried to call them as well.

On XX/XX/2019 a certified letter was sent and received at the Capital One Headquarters on XX/XX/2019, sent to XXXX  XXXX. Several days later we received a phone call from a Customer Service Agent regarding our letter to Mr. XXXX and the information were told is the same information that was shared with us on XX/XX/2019. We are sorry but your ticket was non-refundable and you had no insurance. The flight was still available so we can't help you.

Once again, I explained to this Agent that we NEVER asked for a refund and we clearly explained that to the previous Agents. We only wanted what should have been provided to us through XXXX XXXX, which was a credit or opportunity to reschedule the flight. Once again, the Agent seemed surprised and uniformed to our requests.

All of the phone calls with Agents at Capital One were recorded. All of this information and other calls that were not mentioned about this case can be found in the recordings.

Company response to consumer: Closed with explanation