Consumer complaint received 2024-02-02 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: TX

Complaint narrative:
On XX/XX/XXXX, I bought two tickets for my friend and I to travel to XXXX on XX/XX/XXXX, with XXXX XXXX. The total amount that XXXX charged my capital one credit card was {$2200.00}. They issued me two tickets confirming that my flight to XXXX was secured. 
On XX/XX/XXXX, I received a flight cancellation email from XXXX stating that one of my flights have been cancelled where it stated XXXX to XXXX departing on XX/XX/XXXX. On XX/XX/XXXX, XXXX sent me another email stating that a flight change for Booking ID XXXX was in progress. 
On XX/XX/XXXX, I received another email from XXXX stating that there is confirmation of a new flight details with booking ID XXXX with a new itinerary for my friend and I. On XX/XX/XXXX, another email was sent to me stating that there was important information with a schedule change to my flight where the trip had been changed to a different route. Another email was sent the same day of XX/XX/XXXX stating that there was confirmation of new flight details with the same booking ID stated above. 
On XX/XX/XXXX, I received another email from Bravofly stating that one of my flights have been cancelled where it was stated that they were very sorry to inform me that the following flight had been cancelled by the airline ( XXXX to XXXX departing on XX/XX/XXXX. Then come XX/XX/XXXX, XXXX sent me another email with an alternative flight option notification. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX of XXXX, I received flight cancellation emails from XXXX. 
During this time, I reached out to XXXX directly 0n XX/XX/XXXX to confirm if my tickets where cancelled, and XXXX airline assured me that my tickets were intact and the agent that I spoke to sent me an email with my tickets confirmation which the email was sent as a travel document. 
On XXXX and XXXX, I received emails from XXXX stating that they were notifying me that the services have been cancelled and they as an agent are unable to provide a refund until it has been accepted and processed by the airline which could take up to 2 months to complete. They also stated that once they receive the payment from the airline, they will send me an email detailing the refund options available to me. 
On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, emails were sent to me on these dates stating that they were informing me that the refund options for my cancelled trip are now ready, and they wanted me to choose how I would like them to refund me which the option they had was a ticket voucher. 
On XX/XX/XXXX, I called XXXX to verify if my tickets were valid for my friend and I to use on XXXX, and to my utmost surprise, XXXX informed me that my tickets were not valid anymore because XXXX told them they had refunded me back my money which was not true. I tried reaching out to XXXX and the agent I spoke to told me the booking agents had closed for the weekend and were not available to attend to me. So, my friend and I had to buy new tickets with XXXX XXXX where I had to XXXX my portion of the money to her account from my XXXX XXXX XXXX  account. 
I reached out to Capital One about this incident and they reimbursed me with the amount of {$2200.00} and they also reimbursed me with the interest that was charged where they stated that I needed to provide them with all the documentation of my transaction and communication with XXXX and other things involved. I did upload all the documentation that capital one needed from me on XX/XX/XXXX and additional documentation on the 5 emails that XXXX sent to me for refund option on XX/XX/XXXX, however, capital one went ahead and charged my credit card with the amount of {$2200.00}. 
Their argument was that the merchant responded to them, and they have to follow their protocol of charging my account. I reached out to capital one on XX/XX/XXXX and XX/XX/XXXX and the supervisor agent that that I spoke to kept on insisting that I have to take the option of a ticket voucher which I explained to him that I did not cancel my ticket or ask for a change of flight, the agent were the ones sending me flight cancellation notification which XXXX testified that they had seats available on their planes. I also mentioned to the capital one supervisor agent that I do not need a ticket voucher of a large amount because I XXXX my friend my share of the ticket fare and we do not want to deal with Bravofly because they are scam and fraudulent agents and at the end, the capital one agent hung up the phone on me and this is where I am with this incident.

Company response to consumer: Closed with explanation