Consumer complaint received 2026-04-22 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:
Subject : Chargeback Rebuttal XXXX Promised Refund but Failed to Provide Service or Credit. I reached out to capital one savor card, which is my bank i used to pay for the flight with XXXX, and made a dispute with them. This is what i wrote to them. It is events that occured and the timeline. Despite providing all the evidence I did regards to receiving the refund by XXXX, my bank capital one chose to rule in the merchants favor. I am asking you to get my money back and making a complaint against capital one. Dear Capital Dispute Resolution Team, Thank you for the opportunity to provide additional documentation regarding my dispute with XXXX XXXX for the amount of {$470.00}. I am submitting this statement to clarify why the merchant XXXX 's response and their general cancellation policy do not apply to my situation and why this charge qualifies for a refund. Summary of the Transaction This was a same-day round-trip flight purchased for business travel. The purpose of the trip was to attend scheduled meetings that required arrival early in the morning. The night before departure, XXXX notified me that my XXXX XXXX flight would be delayed, which made it impossible for me to attend my meetings. Because the purpose of the trip was no longer achievable, I contacted XXXX immediately. Written Promise of a Full Refund XXXX explicitly confirmed in writing ( email attached ) that because the delay was caused by the airline, I could cancel the itinerary and receive a full refund. I relied on this written representation and canceled the flight. This written assurance is critical. It represents a specific exception and commitment made directly by the merchant, which overrides the general cancellation policy they later provided. What Happened After Cancellation After I canceled the itinerary in reliance on their written promise : XXXX refused to issue the promised refund. They instead issued travel credit. The travel credit was later removed from my account. I ultimately received no flight, no credit, and no refund. This means the merchant retained my payment while providing no service and no usable compensation. Why the Merchants Policy Does Not Apply XXXX responded to the dispute by submitting their XXXX general cancellation policy. However, this dispute is not about a voluntary cancellation. This is about : An airline-initiated schedule change A written promise of a full refund due to that delay My reliance on that promise when canceling The merchant failing to honor their commitment A merchant can not rely on a general policy after issuing specific written authorization for a refund. Chargeback Basis This dispute qualifies under the following chargeback principles : Services not rendered Credit/refund promised but not provided Merchant failed to honor written agreement Merchant retained funds after removing issued credit XXXX has acknowledged the delay and their communications. The remaining issue is their failure to honor the refund they promised. Requested Resolution I respectfully request that this chargeback be approved and the full amount of {$470.00} be permanently credited back to my account. I am attaching : The flight booking and receipt The delay notification The email promising a full refund Proof of cancellation Proof of issued and later removed travel credit Timeline of events and communications Please let me know if any additional documentation is needed.

Company response to consumer: Closed with monetary relief