Consumer complaint received 2026-05-20 00:00:00
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
State: CA

Complaint narrative:
I am filing a complaint regarding Capital One XXXX and the handling of a XXXX XXXX reservation booked through the Capital One XXXX XXXX XXXX portal. Capital One XXXX XXXX issue Confirmation # XXXX As a long-time XXXX XXXX cardholder, I used Capital One XXXX to book airline tickets to utilize the card 's annual {$300.00} travel credit. At the time of booking, we specifically requested an Economy fare class that would allow us to use XXXX XXXX XXXX miles for upgrades. After ticketing, we contacted XXXX XXXX to inquire about the upgrade. They informed us that Capital One XXXX had booked the reservation under Economy Value ( Rate Code M ), which is not eligible for XXXX upgrades, whereas Economy Standard ( Rate Code W ) is upgrade-eligible. We contacted Capital One XXXX numerous times, requesting assistance to adjust the fare code from Economy Value ( M ) to Economy Standard ( W ). We made clear that we were willing to pay any applicable fare difference and reasonable administrative fee. This request did not involve changing flights, dates, routing, or itinerary. It was simply a request to modify the fare code within the existing reservation. Over the course of more than six calls, Capital One XXXX repeatedly informed us that : - They needed to " email XXXX XXXX and wait 72 hours, '' - Can only change the outbound segment with change fees and pay for the fare difference, and- The return segment would require additional change fees and separate additional fees. When we contacted XXXX XXXX again for clarification, XXXX XXXX representatives informed us that : - The reservation remained under the control of the issuing travel agency, - Only Capital One XXXX had the authority to adjust, and- The request itself was relatively straightforward. On XX/XX/year>, Capital One XXXX informed us that they can change our fare code, but we need to pay an additional {$1000.00} in change fees and fare differences to make the requested fare-code adjustments. We agreed to pay them with a different credit card. Because of our disappointment with the handling of this matter, we canceled our Capital One XXXX XXXX credit card. Capital One XXXX subsequently informed us that they would not accept payment with any other credit card and required us to reactivate the closed Capital One XXXX XXXX account to process the additional charges. We found this requirement unreasonable and extremely frustrating, particularly since Capital One XXXX was unable to provide an alternative payment method, process a cancellation, or issue a refund of the additional charges despite the circumstances surrounding this dispute. We filed a complaint with their executive 's office. Despite repeated attempts to resolve this matter directly with Capital One XXXX and through executive escalation, we have not received a satisfactory resolution. We are requesting that Capital One : - Review the handling of this reservation and fare-code adjustment request. - Refund or adjust unreasonable duplicate fees associated with this matter ; - Provide a fair resolution regarding the fare-code modification request ; and - Improve customer service procedures for travel reservations requiring fare basis adjustments. We believe Capital One XXXX mishandled this matter and failed to provide the reasonable assistance expected from a premium travel credit card program.

Company response to consumer: Closed with explanation