Consumer complaint received 2025-03-25 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: MD

Complaint narrative:
I booked XXXX XXXX XXXX flights through Capital One 's travel portal on XX/XX/XXXX with a total cost of XXXX. I pay for the premium travel card Venture X. I had to cancel the tickets due to a conflict in schedule, and since they were cancelled after the free cancellation period, Capital One Travel advisors issued an Airline Travel Credit on XX/XX/XXXX. When I was cancelling the flight, I was assured that I would be able to easily rebook the flight on the Capital One portal. It was very important for me to be able to easily book since I have two jobs and wanted the price transparency of booking the flights online. 

Shortly after being issued the XXXX XXXX ( for a lesser amount of {$150000.00} ), I tried booking a flight on the portal. The portal was non-operational, and I called Capital One several times to see why that was happening, and if the issue can be resolved so that I can easily rebook. After numerous attempts to resolve this issue over several months, the customer service representative with Capital One noted that the only option I'd have to be able to book the tickets flexibly is for them to " release '' the ticket, so that I can book directly with the airline. I called the airline several times and they noted that they are unaware of any process that would allow such, and that Capital One Travel advisors would have to book for me. I called Capital One numerous times over weeks trying to get my ticket rebooked, and they kept giving me the same response ( in addition to having to stay on the line for them to be able to provide a simple response ). Finally, on XX/XX/XXXX I called Capital One Travel ( probably for the XXXX time ) and asked to speak to a supervisor. I was eager to get a resolution since I was told be a customer service representative that the tickets need to be booked by XX/XX/XXXX, and that the travel date could be after the ticket issuance date. So on XX/XX/XXXX when I finally connected to a supervisor : XXXX ) they told me that travel would need to be *booked and completed* by XX/XX/XXXX!! I am a person who works very hard and have XXXX jobs, and on XX/XX/XXXX, I was not able to book and complete travel. XXXX ) they said that they can actually rebook on their end, and that the other Capital One representatives had been wrong about that. 

As of XX/XX/XXXX, I have to forfeit XXXX tickets worth over {$1500.00} over administrative errors and incorrect information provided by Capital One, because I can not travel by XX/XX/XXXX. The supervisor said they will try to escalate the issue, but that there is nothing that they can do, and that I will likely not hear back/get my money back, or even be able to rebook at a later date. I informed them that I would be happy to book at a later date now that I am aware of the timing, but they were completely unhelpful. This entire experience was a nightmare and I will never be booking travel through Capital One Travel.

I am also a small business owner and was affected by the banking access issues that occurred in XX/XX/XXXX, right around the time taxes were due. Capital One is really going downhill, and I am very seriously considering making a change to a bank like Chase. I have been a Capital One customer for over 12 years, and would have hoped to stay at the same bank. But the customer service and lack of adequate compensation in response to Capital One business failures is motivating me to not be a customer anymore.

Company response to consumer: Closed with monetary relief