Consumer complaint received 2024-01-10
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION (MA)

I'm filing this complaint because of an unsatisfactory or fair resolution with Capital One Venture X credit card. 
Details : I booked airfare on XXXX through Capital One Travel on XX/XX/XXXX for a trip on XX/XX/XXXX leaving at XXXX XXXX  and arriving at XXXX XXXX  ( XXXX hour layover ). I paid for this airfare with my yearly {XXXX} travel credit which I'm given as a benefit with the rest being covered with credit card points. I was notified by XXXX on XX/XX/XXXX that they canceled my original flight and rebooked me on an alternative flight leaving at XXXX XXXX  and arriving at XXXX XXXX  ( XXXX hour layover ). Unfortunately, XXXX 's alternative travel times did not meet my needs so I needed to change them. I contacted XXXX for additional flight time alternatives, but they couldn't provide me with any acceptable options therefore I had to find another airline that could meet my needs. Once I found a replacement flight using the Capital One Travel portal, I canceled my XXXX flight. When this was being completed, I noticed a credit for the {XXXX travel credit and the points I used back in my account. I then rebooked a new flight with XXXX XXXX on the same date and destination as the original travel using the Capital One Travel portal. As I was completing the purchase for this trip, I noticed that the XXXX travel credit was not available for me to use and when I looked at the account, I could see that it was put back in my account when I canceled the XXXX trip, but then it was listed as expired as of XX/XX/XXXX. I contacted Capital One Venture X and they said that the {$300.00} travel credit expired and they couldn't backdate it so I could use it again for this replacement travel. They offered to escalate the issue for resolution and would get back to me within 7-14 days. I told them that if they couldn't backdate the {$300.00} travel credit, then I would also accept an alternative of issuing me the {$300.00} in credit card points which would be XXXX points. I rebooked the replacement airfare with Capital One Travel on XXXX XXXX and paid for the purchase with all credit card points since the {$300.00} travel credit wasn't available to use. On XX/XX/XXXX I called Capital One Venture X customer service, they called me on XX/XX/XXXX and asked me to call them back, to discuss the resolution of my escalation. The result of my escalation to Capital One was that they were telling me that they couldn't give me the ability to use the {XXXX} travel credit because it had expired and that they couldn't issue me the same amount in credit card points as a replacement either. They didn't offer any other alternatives or support and just told me that they were sorry but my {XXXX} travel credit expired and they couldn't offer me anything to resolve the situation. I explained the situation again and asked to escalate this and I was put in contact with a supervisor. I again explained the situation and she told me the same answer. I asked her to escalate the complaint and she put me on hold to talk to another person but then came back with the same response that they couldn't do anything for me and there wasn't a way to escalate any futher. This is why I'm creating this complaint with the CFPB. 
I understand this wasn't Capital One 's fault, nor was it my fault, but rather it is XXXX 's fault which is why I canceled my trip with XXXX. I was really expecting that Capital One would have allowed for a 24-48 hour window to reallocate the usage of the XXXX travel credit before it would have expired for situations like this where it's a cancellation and rebooking, or issue credit card points as a replacement. I am very disappointed with how Capital One handled my situation especially how they didn't offer any type of a resolution at all that could have been seen as good will or good customer service. 
I feel that I'm the one that has been taken advantage of to the tune of XXXX