Consumer complaint received 2025-04-01 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: MI

Complaint narrative:
I was scheduled to go on a cruise with XXXX XXXX  from XX/XX/XXXX to XX/XX/XXXX. When I initially bought this cruise package, the destinations included were XXXX XXXX XXXX XXXX XXXX. I purchased a XXXX XXXX for XXXX in XXXX XXXX on XXXX XXXX  on XX/XX/XXXX. I received an email from XXXX XXXX  about the cruise itinerary removing XXXX XXXX from the schedule and making my excursion unavailable on XX/XX/XXXX. In this email, XXXX XXXX also confirms that a full refund will be processed for the purchased XXXX XXXXXXXX XXXX XXXX since the cruise line changed the cruise destinations & this change was out of the consumers control. I call XXXX XXXX  at sometime in early XXXX about the refund because it still has not been processed. Through talking with the customer rep, I discover that XXXX XXXX didnt initiate a refund, even though the excursion was no longer available. On XX/XX/XXXX, I request a full refund for my excursions since they are no longer available. The total of this purchase was {$130.00}. Each ticket cost {$65.00} per person. Because the XXXX guests were under different booking numbers ( booking # XXXX ( XXXX XXXX ) & booking # XXXX ( XXXX XXXX ) ), she had to escalate this to the accounting team to process the full refund. She gives me an estimate of XXXX to XXXX business days for the refund to process. Theres no refund a week before my cruise so I submit a billing dispute through Capital One to expedite the process. My billing dispute with CAPITAL ONE opens on XX/XX/XXXX, and they close it on XX/XX/XXXX. In the case ruling they rule in favor with XXXX XXXX  even though I did not receive a refund by that point. CAPITAL ONE is able to see the {$130.00} purchase on my billing statement from XXXX XXXX, but they thought that a partial refund of {$65.00} was the right solution because XXXX XXXX  cant see that a purchase occurred on XXXX different bookings. I never received the service that I purchased, and they did not review my case seriously when I sent them additional documentation that invalidated the statement that was given from XXXX XXXX  during my dispute. So it is now XX/XX/XXXX, and I still have not gotten the full refund from an excursion that I could not experience. When I reached out to CAPITAL ONE to reopen my case and submitted the additional documentation that they requested, they closed my case again in less than XXXX hours. In the follow up from them about closing my case, they told me that I have to work with XXXX XXXX to get that refund back and that they can no longer help me. Ive been calling XXXX XXXX  for the last 2 months and still no resolution. This has been the worst billing dispute experience that Ive ever had with a credit card company & now Im hesitant to use this card for purchases because of this experience. I cant trust Capital One to do their due diligence in investigating a dispute case.

Company response to consumer: Closed with non-monetary relief