Consumer complaint received 2024-03-20 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: AP

Complaint narrative:
XX/XX/2024 my child and I were refused boarding passes at the counter when we went to checkin. We were given multiple reasons as to why we were being refused. The first was that the plane had already boarded ( over an hour early ) this wasn't the case as the same manager was still giving others behind me their boarding passes. Immigration officials told the airline multiple times they need to give us our boarding passes, he still refused. 

The issue I am having with capital one is that they failed to communicate with me that the merchant had responded. I spoke with XXXX employee number XXXX who refused to assist me and listen to the call made to capital one XX/XX/2024 as I asked the representative why was I being charged for something I'm disputing. She advised me to call my bank for a stop payment, instead of informing me the balance was there because the merchant had responded and Capital One now needed documentation from me. I thought all was ok and they hadn't heard anything from the merchant as I hadn't received any information from the bank. I'm being told it's my fault for not getting in information I was never notified to send in. XXXX tried to avoid this fact, I even informed her she could listen to the call, which lasted 19 minutes and 19 seconds. I haven't received any correspondence from Capital One until XXXX after I called in again about the balance. XX/XX/XXXX and XX/XX/2024 I was informed XX/XX/2024 the merchant advised Capital One that the tickets were still available for me to use. XX/XX/2024 I asked for documentation stating that the airline had actually sent this information to Capital One, it's in my email, but has been removed from my documents on the capital one website. I also can not access it through my email, but it's there. I spoke to a manager who informed me the information I had received was in fact false and now I needed to rush in documentation and she isn't sure if I would still be refunded. I tried to send in documentation immediately through their link, however, it wouldn't let me and the representative didn't know what to do. I called back again and a representative was able to assist me with submitting the documents showing the merchant is now stating they have no recollection of the transaction. However, I'm being told to reach out to the merchant who is also sending me in circles and then saying they don't recognize the transaction. 

All of this would've been avoided if capital one had informed me the merchant had responded when I called in about the dispute. Another time had Capital One representatives not lied that the merchant stated I could still use the tickets and that's why the dispute is closed. I'm tired of being lied to and given the run around by all three parties and would like my money back as I was refused goods that I paid for.

Company response to consumer: Closed with monetary relief