Consumer complaint received 2026-06-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
I am the primary Capital One XXXX XXXX cardholder ( XXXX XXXX ). I am filing this formal complaint because a critical automation error within the Capital One XXXX portalcombined with a direct breach of a binding agreement made by a Capital One XXXX Supervisorhas caused me a severe financial injury of over {$2300.00} and left my family stranded right before peak summer travel.Detailed Timeline of Events : XX/XX/year> : I carefully planned this international trip four months in advance, locking in a competitive total fare of {$1600.00} for my family members ( XXXX XXXX and XXXX XXXX ) on ticket stock XXXX ( Ticket numbers : XXXX & XXXX ) XXXX XXXX, XXXX ( XXXX XXXX ET ) : I received an automated email from Capital One XXXX regarding an airline schedule change. The email explicitly stated that I had a 24-hour window to review the change, and if I took no action, Capital One would " automatically accept the changes '' on my behalf.The alternative 2-stop routing provided by your system ( XXXX $ XXXX $ XXXX $ XXXX $ XXXX XXXX XXXX $ XXXX ) was legally impossible for my family. Flying between two XXXX airports requires entering the XXXX XXXX, which they can not do because they do not hold XXXX XXXX XXXX, XXXX ( XXXX XXXX & XXXX XXXX ET ) : I called Capital One XXXX within the 24-hour window to reject the illegal routing. Supervisor XXXX took personal ownership of my file, acknowledged the visa restriction, placed a manual hold on the account, and explicitly stated he would call me back within 24 to 48 hours with legal 1-stop options ( such as an available XXXX XXXX flight ) XXXX XXXX, 2026 ( XXXX XXXX ET ) : Only 22 hours later, Capital Ones automated system completely ignored Supervisor XXXX manual hold, breached his 48-hour verbal commitment to me, and unilaterally triggered a full cancellation and refund of {$1600.00} without my authorizationXXXX XXXX, XXXX ( Immediately following the email ) : I called back to stop this and spoke to agent XXXX. XXXX did not even acknowledge that the system had just forced a refund. Instead, he stonewalled me, claiming that a refund was my " only option left '' because of the airline. When I explicitly asked what Capital One 's solution was for breaching Supervisor XXXXXXXX XXXX 48-hour promise and failing to find a legal 1-stop routing, XXXX refused to provide any portal-side resolution, repeatedly stating " it's the airline, it's the airline '' to deflect all corporate responsibility.Financial Injury & Resolution Sought : A simple refund does not make me whole. Capital One 's internal system failure completely destroyed a valid, paid-for summer itinerary that I secured four months ago. Because Capital One broke its own 24-hour protocol, ignored XXXX 's acknowledgment of the issue, and overrode its own supervisors manual hold, I am now forced to rebook these exact dates at current market rates, which have tripled to approximately $ XXXXa fare difference of over $ XXXXI request that Capital One 's Executive Office review the recorded calls from XX/XX/XXXX ( Supervisor XXXX ) and XX/XX/XXXX ( Agent XXXX ) and credit my XXXX XXXX card or Capital One XXXX account for the fare difference so I can rebook my family immediately.

Company response to consumer: Closed with explanation