Consumer complaint received 2023-03-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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 : This letter is intended to be a progressive account of the credit requested and granted for my airline purchase from XXXX. 
On XX/XX/XXXX, at around XXXX XXXX  EST, I spoke with a family member and decided to take a trip to California in XXXX for a family function. At that time, I started searching online for a flight. I found a flight that had favorable departure and arrival times and decided to book the flight. I went on the XXXX  website and booked the flight, entering all of my pertinent information. This flight was made at approximate XXXX XXXX  on XX/XX/XXXX. I received a confirmation email from gotogate.com acknowledging this flight arrangement was made, and the email included the Order # XXXX and the Flight confirmation XXXX ( attachment # 1 ). 
Immediately after booking the flight, I realized there was another flight for the same amount that I could purchase directly from XXXX airline, so I decided to do that. At that point, I purchased another flight directly from XXXX airline. The confirmation for that purchase is attached ( attachment # 2 ). 
After purchasing my flight from XXXX, I went back to XXXX to cancel my booking. 

Per XXXX, the policy for cancelation/refund is as follows : How does the refund process work? 
Because of the pandemic, the airline industry is facing a difficult situation with a large number of flight cancellations and pending payment refunds. If you wish to change or cancel your flight reservation, we will contact the airline on your behalf, although please keep in mind that airline rules vary from airline to airline and we can not guarantee that the airline you are traveling with will be able to meet your request. Please know that we are doing our best to support you in this challenging situation. Read more about our fee for the manual handling here. 
We handle all refunds or change requests in the order we receive them and the expected handling time is longer than usual due to the pandemic and the increased volume. We are doing our very best to assist you as quickly as possible. 
How will you keep me informed about updates? 
You will receive an email when your change or refund has been processed and we ask you to wait for such further information via email before contacting us. Remember that you can check your refund status by logging in to " My Bookings '', which you can access through the top right corner of our site, or by clicking here. Log in with XXXX or XXXX if you used your linked email account to make the booking, or enter your order number and the email you used when booking. 

Additionally, the XXXX cancelation policy states : If a Guest cancels a reservation within 24 hours or less from booking, for a flight that is seven or more days away, they are eligible for a full refund in the original form of payment. Guests who are not entitled to a refund will receive a Reservation Credit for the remaining balance of the original purchase after change, cancel, and / or other non-refundable service charges are deducted. Airfare and government tax and fee differences may apply when making itinerary changes to a reservation. Change and cancellation charges do not apply to bookings made prior to XX/XX/XXXX ( XXXX XXXX XXXX XXXX 

Based on these policies, I submitted my cancelation request within 24 hours or less from booking for a flight that is seven or more days away, and should have received an email confirming the cancelation was successful. I submitted my request and received a confirmation email that the refund has been processed and that the cancelation was successful via email, attached ( attachment # 3 ).

I do not understand why this claim in denied. Please reopen this case and submit my credit for the refund of {$210.00} ( the total airline charge of {$210.00} less a discount of {$1.00} ). 

Please contact me regarding next steps and when I can expect a proper resolution for this issue. 

Thank you, XXXX XXXX XXXX XXXX XXXX UPDATE : On XX/XX/XXXX, I received a confirmation letter from Capital One that my dispute is being denied because I did not submit the correct documentation. I submitted all documentation relevant to the case.

Company response to consumer: Closed with explanation