Consumer complaint received 2025-03-27 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: CA

Complaint narrative:
This is the dispute I submitted with Capital One, at first they issued credit but then retracted it. They failed to properly understand my problem and support me through those issues. I used company in XXXX, which makes it difficult to get refunds directly. Capital One was saying they tried to communicate with me and i didn't respond to their requests. Now they are saying that time has expired and they won't be able to support my claims. 

Subject : Urgent Claim Dispute XXXX XXXX Issue Case : XXXX Dear Capital One Dispute Team, I am submitting a claim regarding a service failure by XXXX that resulted in significant inconvenience, additional expenses, and a completely wasted day during my familys trip. 
We stayed in the XXXX area and purchased a package including transportation services, with pickup from XXXX XXXX. On XX/XX/year>, our trip to XXXX XXXX went smoothly. We took a XXXX  to XXXX XXXX, where an XXXX XXXX picked us up without issue and delivered us back at the end of the day. 
However, on XX/XX/year>, for our trip to XXXX, the situation took an unexpected and unacceptable turn. We followed the exact same processtook a XXXX  to XXXX XXXX, where the XXXX XXXX  arrived on time. However, the driver refused to transport us, claiming that only residents of a specific resort could use the pickup service. This restriction was never disclosed in our reservation details. Neither the driver nor XXXX 's call center representatives could provide any policy or evidence supporting this claim. 
The driver simply left, abandoning my wife, XXXX XXXX children ( ages XXXX and XXXX ), and me outside the resort on a busy highway, with no guidance or support. We were stranded for over an hour before I was able to arrange alternative transportation back to our lodging. 
I immediately contacted XXXX call center, but their representatives were unhelpful, failed to provide a valid explanation, and made no attempt to resolve the issue or escalate the matter. As a result, XXXX charged us for a service they did not providewhich can be verified through their driver logs, video footage, and passenger check-ins. 
This experience was frustrating, unprofessional, and completely ruined our day. I even left a review on XXXX, and XXXX response indicated either a lack of concern or complete misunderstanding of the issue. Here is the link to my review : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dispute & Compensation Request I originally submitted my claim on XX/XX/year>, but it appears Capital One mishandled the case and prematurely sided with the merchant without fully reviewing the details. 
The cost of the total packege was {$1500.00}, while the XXXX XXXX  package was {$470.00} + transportation. 
Due to XXXX negligence, I also incurred additional taxi costs and lost an entire day of our trip. 
Therefore, I am requesting a total refund of {$1000.00} to account for the full damages, including wasted time, transportation costs, and the extreme inconvenience caused to my family. 
I kindly request an immediate review and resolution of this dispute. Please let me know if any further documentation is required. 
Best regards,

Company response to consumer: Closed with explanation