Consumer complaint received 2026-01-29 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: CA

Complaint narrative:
On XX/XX/XXXX, I contacted XXXX only to inquire whether they could ask XXXX if a free cancellation with a full refund might be possible due to the airlines schedule change. This was an inquiry, not a request to cancel. XXXX said they would contact XXXX on my behalf, but I received no response for several days. 

Because I never intended to cancel my ticket, on XX/XX/XXXX, I formally withdrew any cancellation status and made it clear that I was keeping my ticket. This is documented in the attachment titled No Cancellation ( PDF ), which shows my explicit communication with XXXX confirming that I was not canceling and that I intended to retain the booking. 

After that, I initiated a dispute because the itinerary had been unilaterally altered and the service I purchased was no longer usable. 

Important clarification : In Capital Ones dispute workflow, I misunderstood the meaning of the cancel/cancellation option. I entered the date of my inquiry to XXXX ( XX/XX/XXXX ) about whether a free cancellation might be possible. That date reflects only my inquiry, not my intent to cancel and not a cancellation request. I never agreed to cancel my ticket. 

On XX/XX/XXXX, XXXX contacted me and stated that I would need to pay again in order to keep my ticket. I had never received any full refund. There was no legal or factual basis for requiring me to pay a second time for the same ticket. I refused to make a second payment and clearly stated in writing that I did not agree to any cancellation and that I rejected XXXX canceling my ticket. This is shown in XXXX Important Information regarding XXXX XXXX XXXX Ticket number XXXX ( PDF ). 

After I refused to pay a second time, XXXX canceled my ticket anyway, despite my explicit objection. The booking no longer exists in XXXX system, and XXXX shows no active record. XXXX has also confirmed that the ticket can not be restored even though the money has been taken from me. The transportation service I paid for no longer exists. 

Requiring a second payment to keep a ticket that had already been fully paid for, and then canceling that ticket when I refused, is not a valid basis to treat the original charge as delivered service. 

Capital One closed my dispute by relying on the merchants statement that no cancellation per policy was received, as shown in XXXX. My case was effectively treated as consumer-cancelled merchandise or service. This classification is factually wrong. I did not cancel. I only inquired about whether a free cancellation might be possible, then explicitly withdrew any cancellation status and objected in writing. 

The real issue is that the merchant unilaterally canceled the service against my will after demanding a second payment for a ticket I had already paid for and had not been refunded. This case should be treated as Service Not Rendered / Merchant Canceled the Service, not as a failed cancellation of a non-refundable ticket. Capital One did not meaningfully investigate these facts and instead accepted the merchants cancellation as if it were my own choice.

Company response to consumer: Closed with explanation