Consumer complaint received 2024-02-09
Product: Credit 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 (NJ)

Case Number : XXXX To Whom It May Concern at Capital One Customer Care : This correspondence is to formally address and elucidate the sequence of events and communications between myself and XXXX XXXX ( " the Merchant '' ), culminating in a dispute that necessitates your immediate and diligent attention. Despite the Merchant 's advertised non-refundable policy, the facts of the matter substantiate my entitlement to a refund, a position initially recognized and subsequently reneged by the Merchant. The timeline and pertinent details are as follows : XXXX. XX/XX/XXXX : Purchase of flight services from the Merchant ( hereinafter referred to as " Exhibit A '' ). 
XXXX. XX/XX/XXXX : Engagement with the Merchant 's customer service, wherein I requested an exception to the non-refundable policy due to extenuating circumstances. During this interaction, the Merchant acceded to my request, granting an exception to their policy. 
XXXX. XX/XX/XXXX : After the aforementioned agreement, the Merchant transmitted a confirmation of the refund via email ( hereinafter referred to as " Exhibit B '' ), effectively acknowledging the exception. 
XXXX. XX/XX/XXXX : The Merchant issued a voicemail communication, erroneously retracting the previously confirmed refund in Exhibit B, under the pretense of an internal error. This retraction came post my procurement of alternative flight arrangements based on the assurance of said refund. 
XXXX. XX/XX/XXXX- XX/XX/XXXX : Persistent endeavors to engage in dialogue with the Merchant were undertaken, emphasizing the explicit confirmation of an exception to the non-refundable policy and the subsequent issuance of a refund confirmation. 
XXXX. XX/XX/XXXX : After exhaustive attempts to amicably resolve this matter directly with the Merchant proved futile, I was compelled to initiate a dispute through Capital One. 

Exhibit B Clarification : Notwithstanding the reference to the last four digits of the credit card number ( XXXX ) within the cancellation policy, it is pertinent to note that this number pertains to my virtual card, which remains a legitimate extension of my account. Verification of this detail is encouraged for accuracy. 

The documented evidence unequivocally demonstrates the Merchant 's commitment to issue a refund, a commitment unilaterally withdrawn without just cause. The lack of resolution to this matter not only contravenes the principles of equitable treatment and good faith but also places undue burden on me as a consumer. 

It is my fervent hope to resolve this dispute without resorting to legal recourse. However, should this matter not be satisfactorily resolved, I am prepared to consider all necessary legal remedies available to me. I kindly request a thorough review of the documented evidence and a prompt resolution to this dispute. 

Your prompt attention to this matter is appreciated. Please advise on any further information required to expedite a resolution. 

Sincerely, XXXX XXXX