Consumer complaint received 2025-12-26 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: WA

Complaint narrative:
On XX/XX/XXXX around midnight i was about to board my connecting flight with XXXX  to XXXX  my origin was XXXX. Upon boarding my connection at midnight they told me i needed to pay for my luggage which was in fact not luggage but checked as assistive medical devices with my airline of origin, Alaska, XXXX. Although separate airlines, these two airlines were sharing the same ticket number. Alaska already verified that I had assistive medical devices and according to XXXX regulations, they did not charge me to check them all the way through to my final destination in XXXX. when I arrived at my connection in XXXX XXXX I waited outside the XXXX XXXX for XXXX hours before it was time for my plane to board ( XXXX never called me up during this time to tell me i needed to pay any thing ) when I went to board, XXXX said I needed to pay for the bags which were already stowed underneath the plane I was boarding on. I told them they were assisted medical devices. I told them I confirmed with XXXX customer service on the phone prior to the flight and that these are checked free of charge. The desk agent told me I needed to show them a screenshot of this conversation, but because I had the conversation over the telephone I had no screenshot. I asked XXXX if I could call their customer service to have the representative explain to them that these are free of charge. XXXX told me the gates were about to close. My plane would take off without me, taking my medical devices with it if I did not pay. They said I could not get on the plane with my medical devices and I would not know when these devices would return to me. I was forced to pay the charge and told them I would dispute it. They gave me my receipts. I attempted to resolve this in person at the next connection in XXXX with XXXX, and at my final destination in XXXX each time the airline was unable to resolve my issue. I tried to resolve it online could not, and I tried to resolve it via telephone and they emailed me me that i checked new luggage at my connection in LAX which is physically impossible for me to have magically appeared at my connection with new bags in hand. I saved screen shots of all my evidence and submitted a dispute with capital one- my CC i used. With my screenshots I was able to prove that my devices were 1- medical 2-checked to the final destination for free from Alaska Airlines, 3- the charge occurred right before my plane was to depart. I provided my ticket number with the plane schedule to prove that story, 4- I provided a customs form showing what came into XXXX XXXX my medical devices ). XXXX I provided proof that I tried to resolve it with no success. 
XXXX I provided proof that I did not receive luggage service but instead was wrongfully charged For my assistive medical devices 7- provided DOT and the XXXX rules which requires that all airlines follow this guideline if entering or leaving the XXXX Capital one states i have no customer rights because XXXX claims XXXX received a service. But in fact i did not. I never checked luggage. I checked assistive medical devices. 
The charge appears as XXXX which was bought by XXXX. 
Please help tgis get forwarded to mastercard because i did not receive the service of luggage, and i was charged for a service that was supposed To be free and have to proof for this. XXXX  XXXX said it falls under XXXX Reason Code XXXX ( Not as Described ) and/or XXXX ( Service Not Used/ Invalid ).

Company response to consumer: Closed with explanation