Consumer complaint received 2022-11-30
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:
On a wider lens, this is an ongoing problem with Capital one. their dispute process is such that customer initiates dispute, they are asked to " wait '' to send documentation until the time that capital one " themselves '' request for it. Capital one reaches out to customer for evidences. Customer invests hours compiling and ensuring the case number is on each document to sends evidences by deadline only to discover Capital one abruptly closes case with " customer did not respond with further information ''. Upon calling customer discovers the documents were not even browsed. This has occurred to me 3 times back to back and this time its for a very big charge of XXXX dollars. Capital one was negligent in processing it and they never sent merchant 's response to me. Moreover when I sent evidences that this was a valid request for refund, they flat out ignored it and closed the case. When I called in they reviewed the evidences and engaged in gaslighting and made it difficult for the customer to win from any angle whatsoever. 

Last night I spent 4 hours while suffering from a XXXX XXXX  ( infact thanks to capital one my condition deteriorated as the rep was very antagonizing ). The rep demanded that she needed to confirm the 24 hour airline cancellation policy with the merchant. I offered to sit on the call longer so that she could obtain this verification verbally from the merchant. Prior to jumping on a 3 way call, I confirmed with Cap1 rep whether this was the only item she required and she said yes. When merchant confirmed the fact that what I was saying was in fact true, Cap1 rep was shocked. The entire time she strugged to comprehend that a non refundable airline ticket could have a 24 hour booking cancellation full refund policy. She still wasn't buying it and then demanded I provide snapshot of the time I received the error and provide in writing of this policy. Then she hung up on me when I informed her that this was very wrong as the merchant already clarified and that I was unwell and I had already been on the phone for so long. 

After she hung up on me, the merchant said that to the extent of specifics that the rep was demanding was unreasonable. They can not put emails in writing of their policy and that the policy pops up while booking the airline, which is true I checked. Then I took snapshots of Department of Transportation that mandates all travel to demonstrate to Capital One that it is possible for a booking 24 hour cancellation policy to be applicable on a non refundable flight. What if a customer makes an error while booking or there is a system glitch? I also attached the snapshot with the date and time as per Capital One 's demand for my attempt to cancel the ticket. I uploaded this at XXXX this morning. I called at XXXX only to be told by capital one a ). you're receiving a notice that your case is closed in the mail and we are not pursuing this further and b ). your documents are not populating. 

I have evidences that documents successfully uploaded at XXXX this morning and again at XXXX this morning. I also emailed them to their support email. They are taking me in circles for an error that they have committed and what I do not understand is that the lady that hung up on me and was aggravating me, she demanded i send in these evidences. I spent hours compiling this again to send to her only to find out in the morning that she won't even look at them. 

This is not only insulting to the customer but this is pure bait and switch the way capital one is behaving. They know they have messed up and are failing to own up to it. I've invested over 20 hours on this dispute due to capital one 's incompetence in processing it. This is not what I signed up for. They ask for documents then never review them.

Company response to consumer: Closed with explanation