Consumer complaint received 2025-07-28 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: FL

Complaint narrative:
Hello sir or maam, my name is XXXX my mothers name is XXXX. We had a trip scheduled for XX/XX/XXXX though XX/XX/XXXX for her XXXX birthday to XXXX for XXXX year. We were four passengers, my mother, stepdad, and myself. Unfortunately, on XX/XX/XXXX my mom suffered from a XXXX  XXXX  in XXXX XXXX Florida and is in recovery unable to travel. Her recovery process has been very delicate ; she is recovering from XXXXXXXX XXXX XXXX XXXX and has been XXXX  on three separate occasions due to complications. She has a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for Wednesday XX/XX/XXXX. We are unsure of when we will be able to travel if at all this year. We purchased multi city tickets through XXXX in XXXX of XXXX  for XXXX XXXX and XXXX XXXX. I booked various hotels, rented a vehicle and paid for various excursions, museums, church entries etc. throughout the country of XXXX. For most of the purchases I used my Capital One XXXX XXXX XXXX  and Capital One Quicksilver credit card. I used various online portals to make the purchases including XXXX, Capital One XXXX and direct hotel websites amongst others. 

We waited until XX/XX/XXXX to start canceling flights hotels, the car etc. because we wanted to be sure of her inability to travel, we even considered assisted devices, especially because the next XXXX year, 25 years from now, in the year XXXX, she will be XXXX XXXX XXXX. Her doctors finally gave her no travel orders most because the XXXX XXXX and XXXX. Very few vendors canceled immediately, most have given me literal grief. XXXX XXXX is refusing to give me a refund or credit for the value we paid. XXXX XXXX sent me an email after my many attempts to cancel REQUIRING me to dispute the charges. I disputed the charges with Capital One, but XXXX XXXX replied to the dispute, and I lost the case. After pleading with Capital One, and talking to over 8 representatives, and 4 supervisors I was told neither longevity nor my moms shark bite would suffice for me to win the dispute case. Ive had this card for over 20 years. I had XXXX XXXX talking to Capital One, where I had to take many moments to breath because each representative I spoke with would not listen or respond in the most general and sometimes inhumane manner and basically lied to me by giving me confusing, extremely general, non-relatable, contradicting, incorrect, and false information. 

I started 15 disputes on XX/XX/XXXX with Capital One all relating to the trip. XXXX disputes of {$22.00} each were immediately closed in my favor and as of today XX/XX/XXXX, XXXX disputes have been closed against me ; the remaining XXXX disputes are pending for vendors responses. The XXXX disputes closed against me, and in the vendors favor are first, XXXX XXXX for {$2200.00}. XXXX, purchased on XX/XX/year>, for the return flight from XXXX, XXXX to XXXX on XX/XX/XXXX and second, a Capital One XXXX charge for {$270.00}, for XXXX  at XXXX XXXXXXXX XXXX purchased XX/XX/year> for check in date XX/XX/XXXX checking out XX/XX/XXXX. Both conditional credits for these disputes were reversed and I am now liable for the chargers of services purchased of which benefits I will never receive. 

When I first called XXXX XXXX to inquire about canceling on XX/XX/XXXX, a gentleman told me not to worry that when I am ready to cancel, I need to call, and they will cancel for free but in order to receive a refund I would have to submit feedback via the website with supporting documentation. I followed his instruction on XX/XX/XXXX but was denied a refund a few days later via the feedback portal with a vague explanation as to why. The supporting documents submitted were as follow : XXXX. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX I submitted a second feedback refund request, and I received the email from XXXX XXXX REQUIRING me to submit a dispute to my credit card company and based on the results of the XXXX  XXXX  dispute explained above I am writing this letter. 

Below is a recap of the last conversation I had with Capital One XXXX dispute departments on XX/XX/year>. Note that this is the last of many conversations Ive had with Capital One during the XX/XX/XXXX and XX/XX/year>, period. Some called were disconnected but the few employee ID 's I was able to gather are also below. 

XXXX employee number XXXX XXXX employee number XXXX I called to ask for a link to submit new documents received from my mothers doctor and the representative said that she couldnt email me a link that I must call an XXXX number to receive the link. This is after Ive had already received multiple links for the other open cases via email. I explained to her that she was uninformed because I had already received other links via email by calling as I was actively doing per the letter 's instructions. She then proceeded to email me the link without issue. She lied. 

I wanted to understand the reason for denying the dispute because the letter did not explain it. Under the reason in the letter, it reads not applicable. She then told me I had to read the letter they sent me via email to understand what the reason for denying the dispute. I told her I read the letter, and I wanted to understand the n/a but the mobile application was not working at the time for me to read to her that part of the letter, and that I was currently logged on the website through my laptop and I needed her to guide me to finding the letter there, but she again referred me to the email. I explained to her that the email is only a link that takes you to the website to log in. I told her I was already logged in if she could show me where I can view the letter, she said it was impossible that I can only view via the email. That was a lie because the email is only a link and no letter is attached or displayed and after multiple attempts, I was able to find the documents section via the website. 

I was told that they closed the case because I never responded to the letter or submitted documentation of proof that I tried to cancel. I asked her when they sent the letter and she responded, last night. I asked her how its possible that I can upload documents if the letter was sent the night before and for me to upload documents the letter says I must call to get a link emailed to me. That denial letter sent the night before was for the second Capital One XXXX XXXX. She was looking at a different case even after I gave her the case number and told her I was calling about the XXXX XXXX case. 

I had uploaded documents already and I told her that not even a few hours after uploading them I received the denial letter and that is why I was calling because the denial letter was not clear and how was it possible to review 10 documents in such a short period of time. She said she only saw one uploaded document ( this is after she told me she saw NO DOCUMENTS ) and the document she saw is just a statement written by me. I told her I uploaded t least 10 documents, but she insisted she only saw one. I told her I had confirmations of successfully uploading at least 10 documents. I asked for a supervisor because she lied to me again. The supervisor told me she did in fact see all the documents I uploaded and did not know why the other rep did not see them. She said she would review them, but we got disconnected. Following this conversation was a series of similar useless conversations and speaking to more supervisors and repeating the same story again during hours that left me numb and in debt. Until the last supervisor XXXX told me : Neither your longevity with Capital One nor your mothers accident have anything to do with this dispute. You can not show us proof of a valid dispute, so we are denying it. The documents uploaded to Capital One included all the above listed documents and additionally : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Cancelation Request XXXX. XXXX XXXX refund denial XXXX. XXXX XXXX email requesting for me to dispute the charges with my bank/credit card company We will never receive the benefit of the goods and services purchased. 


Thank you for your support,

Company response to consumer: Closed with explanation