Consumer complaint received 2025-12-15 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: CA

Complaint narrative:
XX/XX/year> I purchased a roundtrip airline ticket via the Capital One travel portal as mandated by the terms of their rewards program. I paid {$380.00} in cash, {$300.00} in a travel credit, and XXXX miles to purchase the ticket. XX/XX/year> I received notice of a significant change to my ticket as was given the option to accepted a flight with a horrible connection time or refund. I complained about this is at the time due to the rules usually being that I have the option to also rebook. After several calls and a credit for the inconvenience I agreed to accept the change. XX/XX/year> I receive notice of yet another change and was told I needed to accept the change or decline and receive a refund. I chose to accept because prices had gone up significantly since I initially booked. At this time I accepted the change in the Capital One app and waited to receive my reissues ticket at within XXXX hours as stated. XX/XX/XXXX I called to follow up on my ticket because I did not receive a new confirmation and the airline website stated there is an issue with my ticket that only the travel agent could fix. The agent inspected my reservation and noticed I had not accepted the schedule change. I explained that I did several days ago but still no new confirmation. The agent accepted the change and promised my ticket would arrive within XXXX hours. XX/XX/year> I called Capital One travel again and expressed concern regarding my ticket because I never received a new confirmation as promised and the airline website continues to say there is a problem. Capital One travel advised me that my ticket was fine and that I should contact the airline. I explained that I already did that and they are saying there is a problem. The agent insisted there was no problem. I requested an escalation, which occurred and the supervisor again said my ticket was fine. I requested documentation of this an the supervisor agreed to get it and follow up with me. A few hours passed and the supervisor followed up with me and advised that she had in fact found an issue with my ticket. The Capital One XXXX department never reissued my ticket. She requested that I hold while this one done. After nearly an hour the supervisor advised me that it was taking longer than expected and they would send me a new ticket within XXXX hours. At this point I voiced concerned regarding my ticket because had I not been persistent I would have attempted to travel on a ticket that is not valid. I requested to file a formal complaint regarding my situation and was advised that there is no complaint process and that I will receive a ticket within XXXX hours. After approximately XXXX hours I receive an email stating that the airline would not allow a reissue on my ticket. At this point I called back to Capital One travel and advised that at this point even though it will cost me more to book at such a late notice I prefer the refund option which I am entitled to under the Department of Transportation ( DOT ) rules. At this point the agent informed me that I would not be entitled to a refund and that I have to rebook. I made several escalations, multiple lengthy calls and every agent and supervisor said the airline was refusing to give me a refund. Each time the reason changed. The reasons for no refund were I only had a minor schedule change, I did not have a valid connecting return ticket, there were XXXX airlines involved, the change was a voluntary change I requested. Due to the repeated random reasons for my refund was being denied I requested written correspondences with the reason from the airline. Capital One travel refused saying it was not allowed. I repeated my request for a refund over the course of a week and got not where. XX/XX/XXXX I filed a formal complaint with the rewards program directly hoping I could get assistance. Capital One card company issued a temporary credit for the {$380.00} but stated there was nothing that could be done for the miles or annual credit by them. I went back to the rewards department and agent was very helpful and agreed to give me miles so I could rebook a new ticket but that only the Capital One XXXX department could issue a refund for my {$300.00} annual credit. I also called the airline directly explained my issue with them and the lack of compliance with DOT rules. The airline informed me that I was eligible for a refund but it can only be processed via the travel agent. The airline agent attempted XXXX calls to the XXXX XXXX, XXXX that Capital One is contracting with and was never able to get a live person. It was as if the company does not really exist. The airline agent noted my reservation to ensure that they were in compliance with the DOT. I called back to Capital One and was once again told the airline is refusing to give me a refund. I explained that I just spoke with them and they are saying otherwise and that it appears that Capital One travel is attempting to steal my money by lying and saying that its the airline. I let it be known that I would not call again an that I would be filing a complaint with the CFPB. On XX/XX/year> I received a call from a Capital One representative advising me that I received a refund of the cash paid, miles received, an my annual credit. I requested additional information on the complaint I filed related to the inconvenience I have gone through due to multiple agents lying regarding my eligibility for a refund but the agent was dismissive. I am thankful that I am persistent and continued to follow up on this issue but everyone is not me. After experiencing this I researched the experiences of others and it appears that this is a pattern of behavior from Capital One travel where customer are forced to use the rewards travel portal, a problem occurs that is not fault of the customer and Capital One XXXX refused to issue refunds. Please look into this matter. Thank you

Company response to consumer: Closed with explanation