Consumer complaint received 2026-02-16 00:00:00
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
State: MA

Complaint narrative:
XXXX XX/XX/year>, I was traveling with my sister in XXXX XXXX trying to get to XXXX on time for an excursion. We missed our bus scheduled for XXXX, and sought to order an uber or taxi to get to XXXX XXXX soon as possible. 

My sister found a ride available through XXXX XXXX, scheduled at XXXX. I paid for the ride, knowing it was non-refundable, fully intending on paying for and utilizing the service. However, after I made the payment, our driver contacted us and let us know that he would not be able to arrive at our pickup spot until XXXX. I responded that our pickup time was listed at XXXX, and that we needed to be in XXXX around XXXX. There was already a XXXX bus scheduled in XXXX , so if that was the pick up time listed, I would not have ordered the ride. 

Our driver stated that he would not be able to arrive any sooner, but we could cancel the ride if that time did not work, and that we would be able to get a refund. I requested a refund, and ordered an uber instead. However, when we finally heard back from XXXX XXXX, they stated that they would not be able to provide a refund, as they have a no cancellation policy. However, in their email, they stated that our ride was considered an urgent ride and that the request was made with less than 30 minutes prior to the pick up time. 

I am in agreement that this was an urgent ride and made less than 30 minutes prior to the pick up time, however, I never received a ride at that pick up time, which is why I requested the refund. If the XXXX pickup time was displayed from the very beginning, the request would have had to have been made after XXXX for their claim that it was made 30 minutes prior to the pick up time to be true. 

After XXXX XXXX emailed us saying they could not provide the refund, they wrote that if we wished to continue the conversation, to respond to their email. We responded to the email, yet never received a response. They stopped answering our calls, and became impossible to reach. 

Due to this, I disputed the charges with my credit card company, Capital One. In XXXX XXXX response, they claimed that we were able to see the wait times for pickup prior to making any payment. We could not see the estimated wait time before payment, and I actually had to reach out to the driver to confirm what time he would be arriving, as it was not listed anywhere else. To confirm this was true, and it was not just a detail I missed, I went to order another ride through XXXX XXXX, but was not able to see the estimated wait times until I made a payment ( which I did not do ). 

XXXX XXXX also closed out our case, making it impossible to get a receipt of anything we had not already screenshotted ahead of time. Capital One rejected my dispute claiming that XXXX XXXX  clearly stated that their charges were nonrefundable. I was never arguing their cancellation policy, but I believe these charges to be fraudulent, as I was charged for a service that I wanted, but never received. In every dispute XXXX XXXX made, they either made claims that directly contradicted each other, or were just complete lies. Furthermore, I looked up XXXX XXXX  to see if other consumers had similar issues, and countless other consumers reporting similar instances of fraud. Even the drivers that work for XXXX XXXX seemed to have an issue with the company, and claimed they were not getting paid. The company appears to be a giant scam, and I am extremely disappointed in Capital Ones inability to recognize these fraudulent charges and protect their customers. 

I made one final attempt to resolve the issue by going to an in person branch and working with an ambassador to assist me in contacting the dispute department on the phone. On the phone, I was told that I needed to be careful who I provide my credit card information to and once that was given out Capital One can not control what charges are made after I authorize use of my card. This contradicts their website considers both : You didn't receive what you paid for and What you received was not what was described as valid disputes.

Company response to consumer: Closed with explanation