Consumer complaint received 2022-02-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, XXXX XXXXXXXX Card ending XXXX Capital one Dispute # XXXX Companies involved with this issue : XXXX ( Merchant ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Event Organizer ) XXXX XXXX XXXX XXXX XXXXXXXX XXXX. XXXX, XXXX  XXXX XXXX XXXX XXXXe XXXX XXXX XXXX Number : XXXX Capital One ( The credit card I used to make this purchase ) XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX On XX/XX/XXXX, i made two purchases to the XXXX XXXX concert that was going to be held on XX/XX/XXXX through XXXX XXXX. One purchase was for me and my husband, and the other for my inlaws. Due to what has been happening with the pandemic, i purchased insurance in the event if i was unable to attend. On the day of purchase, i wanted to modify my tickets to a better seating but XXXX XXXX advised me that there were no refunds. I was made aware that refunds were not allowed with the exception of testing positive for covid or selling the tickets was the next best option. 

Not sure if this was XXXX XXXX announcement or XXXX ( event organizer ), it was announced on XX/XX/XXXX, that attenders would need to be fully vaccinated or test negative for covid within 72 hours of the event in order to attend. If this was disclosed, i would have not bought the tickets in the first place. I KNOW FOR A FACT THIS WAS NOT DISCLOSED AT THE TIME OF PURCHASE. 

I was excited to attend the show and considering i was a XXXX XXXX fan, i was really looking forward to attending. I XXXX XXXX XXXX and me and my family decided to follow the testing process to attend. Me and my family have been trying to schedule a covid test for the past two weeks, prior to the concert, and was unable to find any clinics or stores that was available to test within my available work schedule and time frame which the event organizers required. It was either too early to schedule for an appointment or no appointments were available ( this was for XXXX ) or i had to meet certain criteria in order for the clinics to test me and my family. they advised my insurance had to cover it and if me an my family tested positive for covid in the past, which we never had covid. Given the many stipulations with the event organizers, and stores/clinics being possibly short staffed or lack of supplies, i had no success in trying to get tested. Most of these places couldnt guarantee getting your results within the time requested. 

I reached out to XXXX XXXX on XX/XX/XXXX because i could find any place to find testing to get a refund, they denied my request and referred me to the even organizer because refunds were based on the individual event organizers guidelines. They also advised me that i can contact my insurance and that my insurance was bought by XXXX XXXX XXXX XXXX XXXX XXXX. I contacted XXXX, and they advised that based on my situation, they could not help me. They basically said i had to be sick or test positive for covid in order for me to get my money back. 

I submitted a dispute to capital one about my situation and the advised a claim was opened and suggested i contact the event organizer at XXXX on XX/XX/XXXX. I left a voicemail at the XXXX and someone finally contacted me back. I spoke to a person that was soo rude. I basically told him everything that happened, and he said that he was sorry and that they are unable to offer a refund. he advised that since this was a known issue, he said that XXXX XXXX was offering onsite testing that day and the day of the event during the evening. I advised him that i would try but me and my husband were working and i couldnt guarantee that my inlaws would be available. I explained to him that they live almost an hour and half away from their location. I asked if in the event we were unable to attend, if we can get a refund, he said no. I was so upset because i tried to explain to him that i have been trying to find a place to test for almost 2 weeks prior to the event and that i couldnt just call off work to take a test. keep in mind, this is 2 days prior to the event. If the wouldve send out emails or some type of communication, i wouldve scheduled paid time off to get tested but it was soo soon i couldnt find a way to get tested. I even explained to the guy this was never a requirement and advised at the time of purchase and he told me if you were vaccinated this would never be a problem and went on with this whole XXXX  of why we should get vaccinated and that unvaccinated people are super spreaders. Totally irrelevant and besides the facts. He was totally condescending. This was such a horrible customer experience. They made me feel they were stealing my money. I even asked the guy if we can use test kits and he said they were not accepting at home kits because they were unreliable. Which is weird because stores were selling them. 

I am just upset by XXXX not being able to make exceptions due to the constant changes in this economy. I am sure there are others experiencing this. I just want my full refund back totaling {$680.00}. 

I tried to dispute this with Capital One ( dispute # XXXX ) to see if they were able to assist but they advised me my claims denied due to the charge being over 60 days. But how is this fair when i haven't even rendered the service at the time of when i submitted my dispute? How is this even a rule for Capital One when most customers purchase products/services wayyy in advance for availability, special promotions, or being on sale? 

This is so unfair, deceptive, when this was never my fault. I couldn't even take a covid test due to the lack of supplies of employees providing these services.

Company response to consumer: Closed with monetary relief