Consumer complaint received 2026-04-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
This is a Capital one Credit card false/misleading advertisement in the XXXX XXXX XXXX XXXX XXXX I booked a flight on XXXX through their XXXX app, it explicitly stated on the app that the flight will have XXXX change fees and was able to make flight changes except the day of the flight, I wasnt planning on changing the flight, but when I actually did, I wasnt able to change it was made aware that it would be {$200.00} to change the flight, it actually wont let me even cancel it now it says even if I canceled I wont even get a credit. Which is absurd. It said none of that when I booked. I contacted capital one to address the discrepancy, they strictly told me they wouldnt be able to help me out with it and were stating the airlines policy, which I already knew. I subsequently informed them that this was not a XXXX policy situation but a Capital One user Interface error on their part. So I then on Saturday XXXXXXXX XXXX. I filed a dispute w/Capital one, I thought about it I said in good faith I called back 15 minutes later and withdrew the dispute because the initial error was only for the {$200.00} of exchange or cancel fee that I was incurring. I did that in good faith as a courtesy to the merchant so that it didnt look malicious. I kept the reservation and said I would pay the {$200.00} fee and take it up with the credit card afterwards.Instead of simply closing the case and releasing the funds capital ones internal processes have resulted in a double charge for the same flight and subsequent fraud hold on my available credit. Despite multiple calls to customer service, my funds remain in limbo within the fraud department. I have clearly verified that my transaction was legitimate, and that the current issue is an internal bank processing error and not fraud. I am requesting that Capital One immediately release the manual hold on my funds, correct the double charge, resulting from the mishandle dispute withdrawal. Reimburse me for the entire transaction. Im trying to cancel it and just scratch the entire reservation, but it wont let me. And finally, ensure no negative information regarding this dispute is reported to any credit bureaus, as I am actively cooperating to fix this billing error, on their part. my attempt to do the right thing by withdrawing that dispute and correcting the record has been met with automated penalties, double charges, and a fraud freeze on my funds. Im being penalized for attempting to resolve an issue that was created by the banks OWN misinformation. ADDITIONALLY, THEY ARE STILL PRACTICING THE SAME MISINFORMATION, I DOUBLE BACK ON THE SITE EVEN THOUGH I TOOK SCREENSHOTS OF THE DAY I BOOKED, AND I HAD RECEIPTS TO PROVE WHAT IT SAID WHEN I BOOKED, BUT THEY DIDNT WANT TO ENTERTAIN IT. I ACTED AS IF I WAS GOING TO BOOK OTHER FLIGHTS AND THEY ARE DOING THE SAME THING.

Company response to consumer: Closed with non-monetary relief