Consumer complaint received 2024-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I booked my trip through my Capital One credit card travel portal. They provide an additional insurance available for purchase for trip delays and cancellations, which I purchased ( this is an ADDITIONAL PURCHASED insurance to the basic trip delay insurance provided by the card through Visa Infinite card benefit services. Everyone at Capital one seems to be confused as which insurance is being discussed ). 

I added this insurance to my XXXX flight and paid ADDITIONAL MONEY per ticket to cover me for same or next day rebooking of a flight up to {$5000.00} per ticket ( in the same class of service ) made in the capital one travel portal. The insurance gives you the option to receive a full refund for your ticket ( which I don't know why anyone would pay for insurance for a refund when the airline is legally required to refund a customer if their flight is cancelled by them, but that is beside XXXX XXXX ) OR the ability to rebook on a different airline to arrive at your destination the same or next day. XXXX XXXX canceled our family 's flight while we were on the plane at the airport and we had to deboard the plane. There were no more flights for XXXX more days so XXXX XXXX issued me a refund on their own due to the cancellation. 

When I call to try to receive more information on how to utilize the travel insurance, the reps act like they don't know what that insurance benefit was. Finally was able to located someone who knew what I was talking about, who helped walked me through how to rebook the flight. 

I called on Capital One XXXX on XX/XX/XXXX for help rebooking my canceled flight with frontier. They said to click the link and select the cheapest flight that left same day or next day that was available in the portal. There was a flight on XXXX XXXX for XXXX for the our family of XXXX, next day, one way from XXXX XXXX XXXX same class of service through the capital one portal. The XXXX flight was the only flight even available that would allow me to reach XXXX in time for the work meeting and event that we were attending the following day. 

Capital one did not refund me for this. I have never utilized this service before and was confused as to why it was not covered. I have gone back and forth with them, no one can properly explain it. It was investigated multiple times, they keep saying it was not booked in the portal because I wouldn't have been charged. I was charged, and it was booked in the portal because I have confirmation of it. I also was on the phone with a rep who was assisting me with me with this. The process was very confusing. 


After multiple attempts of trying to rectify the issue, I disputed it and explain it to the person helping me with the dispute. I provided all the documentation via mail as requested, even though they have all the documentation in their portal already since the travel was booked through them and the phone calls were had on their phones. 


The dispute was denied, which I do understand as I was not disputing the validity of the purchase with XXXX, but disputing the fact that capital one had not reimbursed me for them. 

The entire process was very confusing. I paid for a product that made is seem very easy to claim if needed. Once I actually needed it, the process was very confusing, no one was able to help me successful, the links weren't working and the entire situation was very stressful. I feel very misled and like I paid for a protection I did not receive. 

I pay a lot of money for this credit card to eliminate stress from happening, and this has been the most confusing process I've ever gone through with a credit card. I would never recommend this card, nor this insurance protection to anyone. It is a XXXX.

Company response to consumer: Closed with monetary relief