Consumer complaint received 2025-11-21 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: WV

Complaint narrative:
On XXXX XXXX, I took an XXXX XXXX flight from XXXX to XXXX. During the check in, I had a luggage that weighed XXXX kg. I paid for the luggage fees, {$130.00} using the XXXX XXXX app because that way it guaranteed me a discount. However, there was a challenge as the check-in assistant could not confirm payment of the luggage fees. She requested I give her my credit card to check if she could trace the transaction, but after a few minutes I received a text that another payment of {$250.00} had been made from my account. On checking with the assistant, it was credited to XXXX XXXX for the same luggage fees. 

I demanded to know why she had billed me again for the same luggage, and when the supervisor was invited to address the matter, he informed me that the second charge would be refunded. The back and forth took time but by the boarding time we have not resolved the matter. In my layover at XXXX XXXX XXXX, XXXX XXXX, I called XXXX XXXX and requested for a refund. I was advised to get in touch with the airline through email. 

Upon following up via email, XXXX of the customer care members informed me that the second charge was for the XXXX leg . I informed him that I had not requested for the service, and I would not pay for a return luggage when I did not have any luggage to check in. I tried to reach out to the XXXX XXXX, the merchant but there was no solution. I flew from XXXX to XXXX on XXXX XX/XX/year> but I did not check in any luggage as I did not have any luggage to check in. 

I brought the matter to the attention of Capital One, my credit provider. They reached out to the merchant who lied that I received the service for which I was billed. However, they refused to acknowledge that they billed me twice for the same luggage. Unfortunately, Capital One have since ignored the facts that I have presented to them, which are as follows : XXXX. Email communication from XXXX XXXX claim that I was charged {$250.00} for the luggage fees from XXXX to XXXX. They are ignoring to acknowledge the fact that I paid for the same using the app. 
XXXX. In XXXX of their emails, they claimed the {$250.00} charge was for the XXXX trip . However, they have not provided any evidence that I checked in any luggage during my flight from XXXX. 
XXXX. Capital One has gone ahead and closed the case, referring me to the same merchant who has been unhelpful. This is despite the fact that the merchant has not provided evidence that clears them from the wrongdoing, and from double billing. 
XXXX. Most important, XXXX XXXX are charging me for a service not subscribed to, and a service not received. They are ignoring this fact. If I sought the service, I would have no problem acknowledging that fact. 

For the record, {$130.00} was billed from my credit card on XX/XX/year>, and the second charge of {$250.00} was billed on XX/XX/year>. This clearly shows that I had paid for the luggage fees as expected, but the second charge, which I never authorized, was effected by XXXX XXXX without a valid reason, and their claim of luggage fees for XXXX flight was an afterthought.

Company response to consumer: Closed with explanation