Consumer complaint received 2025-06-09 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: NJ

Complaint narrative:
On XX/XX/XXXX I booked a round trip flight to to Michigan using capital XXXX travel for the amount of ( XXXX - rewards credit XXXX = XXXX ). I have booked flights using capital XXXX travel before due to the guarantee they offer to match the price of any price decreases. This flight was to attend funeral services of a family member in Michigan ( who was XXXX XXXX XXXX  stationed in northern Michigan ). After booking the flight I received notification through capital XXXX themselves that the flight I booked had dropped over {$170.00} from when I booked the flight. On XX/XX/XXXX I reached out to capital XXXX to inquire about their claim/guarantee to match any price drops when booking through capital XXXX. Since the price dropped significantly I was wondering how their guarantee would be applied. My initial question was misunderstood and XXXX XXXX travel informed me that they would not give a credit and there was nothing that could be done. They dont offer refunds. After XXXX hours on the phone I was transferred to multiple people that were extremely difficult to understand and claimed to be XXXX  A XXXX ultimately informed me the only option I had was to cancel the initial flight, dispute the charge, and rebook the flight at the lower price. They stated this would take XXXX days to review. I expressed concerns about the possibility of being charged for multiple flights however capital XXXX call center person began the dispute process. The XXXX informed me that as long as I book using capital XXXX travel they will see that there were duplicate charges for the same exact service ( flight ticket ) and that I would not be charged for XXXX of them. I remained uncomfortable with how the conversation continued as the person on the phone continued to become confused and I was transferred to other people that were also being confused. After ending that phone call with capital one I contacted XXXX XXXX directly and thats when I was informed that the ticket had not been charged but it was simply a reservation and it was in fact already cancelled. Therefore I was forced to rebook the flight through capital XXXX again exactly as they had informed me, and was immediately charged XXXX for the new flight. I was told I was given the credit of XXXX while capital XXXX reviewed everything. I explained the flight was for XX/XX/XXXX and could NOT risk missing the funeral services. During this entire XXXX hour conversation, capital XXXX intentionally misguided during an already extremely difficult time. On XX/XX/XXXX I was informed that capital XXXX was denying the disputed amount and I was being charged for the ( XXXX ) for goods and services I NEVER received. After contacting capital XXXX travel again and asked for a XXXX they claimed I had a credit with XXXX XXXX. To which XXXX XXXX denied that claim as they have no record of any such credit. Capital XXXX representative refused to provide me with anything that showed there were travel credits. The representative became rude and refused to provide any details identifying who I was speaking with. I have been a capital XXXX cardholder for over XXXX years and have NEVER missed a payment. Capital XXXX travel took advantage of my grief to force me into canceling and rebooking another ticket or risk missing the flight all together. I have since been unable to receive any further help with this matter. Capital XXXX is also refusing to provide all audio/written transcripts of this matter.

Company response to consumer: Closed with explanation