Consumer complaint received 2023-03-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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:
1 ) I bought 2 tickets on XXXX XXXX in early XXXX for my wife and I to travel to XXXX, from XXXX. I purchased them online through their website. 
XXXX ) I used my Venture Capital One Credit card. ( but they tell me Visa company is responsible for outcome of decisions, not them ) XXXX ) XXXX notified me of a flight time change for the upcoming XX/XX/2023 summer trip I am referring to. This flight time change created more than a 5 hour change in our schedule. Additionally, the new flight times meant we'd miss our connecting flights in XXXX, taking us back to XXXX, coming back from XXXX. So, XXXX told us that they would refund our money back to our credit card, since we could no longer use the flights we purchased. Even though the were non refundable, due to the change in times, we were allowed the refund to our credit card, as you'll see in their 'refund back to the credit card ' policy shows they must do this. 
XXXX ) Based XXXX 's statements and direction, I purchased two new tickets with another airline that fit our scheduled time frame. 
XXXX ) However, XXXX ended up creating vouchers at a later time, and lying to the credit card company in our dispute, saying we requested them. Then they showed Visa a policy that everyone signs for a non refundable ticket. This is illegal, and even goes against their refund policy, and the the FAA Homeland Security policy about changing flight times and forcing passengers to accept their changes : no matter what agreements are signed when you buy a ticket ; the law says that airlines can not keep money, after they market a flight with a time to it - and then change the times dramatically. They can't make passengers find different flights, after they changed their flight times. 
XXXX ) I disputed the charge. Capital One has told us that they agree with us, that our documentation was sufficient to a refund. Even XXXX 's policy allows it. We gave 15 documents. XXXX responded a 2nd time after Capital One agreed with us and credit are account, XXXX said they gave us vouchers and we agreed to that in our non refundable tickets. The credit card person, XXXX, Employ ID XXXX with Capital One Disputes was the last person dealing with this. We have not even received any reasoning why they sided with XXXX. 
XXXX ) The people who make these decisions are " Visa '' and not Capital One, they told us, and they are neglecting the law, at the expense of cardholders. I gave multiple documents showing my initial phone calls asking where my credit was. If someone requested conversations in those calls, which are taped, they'd hear their agents confirm refund to credit card refund would happen. Then about 10 days later they changed their minds. Flights may have been found later to take us back to XXXX, after a 4 hour flight change from XXXX- but not at the time they told us we would get a refund to our credit card. 

I need our money back. This is not fair. My wife and I never wanted vouchers, never agreed to them. We relied on our credit card company to find the insanity in XXXX 's actions. They did not. They just took a document from XXXX and did not apply the law. It's very clear : the airline changed the flight times, and left us with no flight available to connect with. The flight changes were well past the 5 hours total flight change guidelines.

The problem is that Visa did not consider the law, and only referred to a lie from the airline. I didn't sign an agreement saying you can 'change my flight times and I agree to a voucher '' when it's over 5 hours. And if they had that disclaimer, the law still trumps that. This is a clear case of a bad actor- XXXX is a horrible company, and although I complained to the FAA, no response has been made back to me. They are not honest people. I also sent them a letter, with no response. 

XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX Finally, Capital One and Visa also used some horrible timing issues. They said that we also missed our 'time ' to respond on one case, but in fact, all the documents I uploaded were identified for both cases. Thus, when they agreed with us on one of the ticket cases, they denied us on the other case because they did not use the documents uploaded for both cases. But then at the end, we lost both cases, and they won't tell us why? Other than the merchant they agree with and vouchers were given. Come on, if I take someone's money, change the product and then give them gift certificates, that is not what the law says. It says " refund. '' Please return my money back to me. The credit card company is wrong taking money on behalf of a fraudulent merchant, who breaks the law. I uploaded the documents to the dispute file, showing the change of flight emails, and the lack of flights available. XXXX does not even dispute changing our flight times. The credit card company should not accept that vouchers were sufficient. I have more documents I uploaded to Capital One, but the main ones are attached here. 

Please help. We can't afford two trips to XXXX, and Capital One and Visa company is not using the laws that were designed to project consumers. 

Thank you, XXXX

Company response to consumer: Closed with monetary relief