Consumer complaint received 2020-07-16
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (WI)

On XX/XX/2020 I recv 'd an email from XXXX stating that they have cancelled all travel packages and that they will NOT be giving any refunds, you have to contact your banking entity to get your options regarding financial payback. XXXX closed their doors & shut off all forms of communication. Website, XXXX, XXXX, XXXX, XXXX, phone numbers, emails, fax numbers, ALL DEAD ENDS. 
I contacted my Capital One Venture card customer service dept on XX/XX/XXXX. I was given a provisional credit due to " Merchants failure to deliver ''. 
I recv 'd a letter dated XX/XX/2020 from Capital One w/an 800 number for XXXX and stated that XXXX provided information to support one transaction. The " proof '' they supplied was them literally checking the box " other documentation '' and then writing a sentence saying " the transaction was refunded in the amount of XXXX ; therefore, no additional funds are due to the guest. Based on the evidence provided, please find in favor of the merchant for the amount of XXXX ''. THAT was the ONLY proof they provided. Words. NO actual PROOF of refund. No support at all. And Capital One ruled in their favor. 
I contacted Capital One 's customer service dept again. Re-opened the case. I was told to write a detailed letter and include any " support '' I have and a timeline. I sent a full page detailing the case, including my efforts to contact XXXX and that I have NOT received any form of reimbursement from XXXX. Not to mention the fact that if XXXX had refunded me, it would have been back to my credit card. My Capital One credit card. No such credit has been applied. Ever. 
I recv 'd a letter back from Capital One dated XX/XX/2020 stating that I have not produced a " refund receipt '' and that they can not prove the merchant agreed to credit my account. Therefore, the case is again closed. How can I produce ANYTHING from XXXX past the cancellation email they sent since they closed shop with NO way to get in contact with anyone at the company and left thousands stranded?? 
I contacted Capital One customer service again XX/XX/2020. After a very long & frustrating conversation I was told that I needed to provide them with a " refund voucher ''. After another long conversation trying to get an explanation of just what a " refund voucher '' is, I left the conversation being told that I need to send a " very detailed '' letter spelling out my journey to this point & to " take a picture '' of a non-response from XXXX. I emailed the company & immediately recv 'd a delivery failure. After that, just to try & prove my due diligence, I found several other emails for employees at XXXX and tried contacting them as well. They ALL bounced back as undeliverable. I also found several other phone numbers as well as a fax number. ALL of which were disconnected. 
On XX/XX/2020 I compiled all of my proof ( 40+ pages ) and sent it all off using Capital One 's " secure link '' that I was sent. 
On XX/XX/2020 I recv 'd a letter from Capital One dated XX/XX/2020 stating that I failed to send them the information they were looking for and that the timeframe for a reversal has expired. 
On XXXX XXXX I sent an email including a brief breakdown of the issue and the documentation I've already supplied to customer service directly to a XXXX XXXX, Director of Complaints, regarding the situation and asked for a response by XX/XX/2020. 
On XX/XX/2020 after not receiving a response from Ms. XXXX, I forwarded the email on to XXXX XXXX, President, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Chief Executive, XXXX XXXX and XXXX XXXX, Director of Complaints requesting assistance prior to filing a complaint with the CFPB. 
As of this time I have not received any communication from any of the XXXX contacts at Capital One. 
I will gladly forward all documentation I have upon request. Too much personal information on it currently for me to feel safe attaching it at this time.