Consumer complaint received 2022-10-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
To Whom it may Concern : Incident that started the dispute : I booked a flight for my sister to take to DC from XXXX on the capital one travel site aboard XXXX XXXX, an addition checked bag was purchased for inclusion on the flight. She had checked into the flight on her phone at approximately XXXX XX/XX/XXXX and rechecked in for the changed flight at approximately XXXX XX/XX/XXXX. Upon arrival at the XXXX XXXX XXXX ( XXXX ) at XXXX she proceeded to the frontier check-in desk and arrived at XXXX to drop off her checked-in luggage. No frontier employees were present at the desk to check-in her bag. Airport management responded that the frontier employees had left at XXXX. Due to not being able to check her bag she was forced to not take the flight, as her bag had items that were not XXXX approved for carry-on and must be checked. She recorded video at the airport that night which has clocks on the wall visible, and airport management staff confirming the departure of XXXX XXXX staff. Upon calling XXXX XXXX their customer service informed me that they would not refund or rebook the flight and I was to pay a {$150.00} no show fee. I politely told them that there was no staff to check-in the bag to which they responded that she should have arrived prior to XXXX. This was against their airline contract of carriage which allow check-in of bags up to 45-minutes prior to flight for all domestic travel. She had arrived at the counter at XXXX and the flight was scheduled for XXXX there remained XXXX minutes to departure. 

Capital one response : I put in three individual disputes with Capital One. One dispute was for the original charge on the capital one travel site of XXXX, the second was for the change of flight time with frontier of XXXX and the third was the checked bag fee paid to frontier for XXXX. I provided Capital one with documentation, screenshots of the video, and proof of check-in. Capital one responded with requests for clarification due to merchant response showing receipts for the flights. I responded that the charge itself was not in question, but the fact that services were not rendered and the airlines contract of carriage was broken. Capital one responded with closing the case for the airline checked bag fee of XXXX, and asking for me to provide hard/impossible information from a different travel company ( i.e. XXXX XXXX XXXX signed letter stating how they would handle the case ) in order to resolve the issue. Capital one stated that they can not go against the merchant 's policy in order to issue the refund. This contradicts the very nature of a dispute, as the merchant 's policy should not be the determiner of a refund but the card issuer 's policy. If Capital One only follows merchant policy than its dispute system is flawed and should be noted as saying that they can not go against merchant policies in the event of a dispute.

Company response to consumer: Closed with explanation