Consumer complaint received 2024-12-18 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: TX

Complaint narrative:
On XX/XX/XXXX, I attempted to order 2 plane tickets from XXXX to XXXX through XXXX. The price initially said {$250.00} for XXXX, and I attempted to purchase them at this price. However, when I clicked the buy button, the site then popped up a window that said the most recent price had not been updated, and that the new price was {$380.00}. There were options to either purchase for the new {$380.00} price, or to decline and go back. I chose to decline and go back. Since the page I went back to contained the previous pricing information, I attempted again to purchase these tickets at the {$250.00} price since this is what the page showed ; however, it immediately charged the card {$380.00} instead and did not give me an opportunity to confirm the larger amount. Otherwise, I obviously would have declined to accept payment for {$380.00} if it had led me to believe that was the amount I would be paying. I immediately cancelled the flight the next morning within the 24 hour cancellation period ( as stated by the company ), and was expecting the refund to appear later on. However, 2 days later an email from XXXX said that I needed to contact the airline regarding the purchase. So I did, and they said they had already refunded the money and that I would be seeing the refund appear in my bank account in 7-10 business days. It did not appear, so I filed a dispute with Capital One as a result They initiated a chargeback, but it was reversed due to the company claiming " we refute the customer 's chargeback, due to the fact that we have provided the customer all of the necessary documentation in order to use the services. It was the customer 's decision to use or not use the services we provided. From our side all requirements were fulfilled ''. Nothing was ever mentioned about a no cancellation policy, and even if it had been, the company defrauded me into paying {$380.00} when I never agreed to pay that amount for the ticket because the button I clicked showed {$250.00} on the screen. 

However, when I contacted XXXX  personally regarding this, they said the flight had already been cancelled and that I would be refunded, but that I would have to wait until XX/XX/XXXX because that is when the funds would be cleared to be transferred. This didnt seem to make any real sense to me, but it showed the necessary intent to grant a refund from the company itself as well. They said I could refile a dispute with the credit card company as well to get the money back if I wanted to. I took the appropriate action to cancel in a timely manner after it happened, and the price I was paying was not represented properly by the website anyways. There is no way I would have purchased the tickets if I had believed the Buy Now button was going to charge me {$380.00} since it was still showing the {$250.00} price point on the page that I was sent back to ; therefore, I believed I was being charged the older price. This was a direct reason for the cancellation of the flight as well. 

On XX/XX/XXXX, after waiting until the XX/XX/XXXX date that XXXX had requested I wait for, and then speaking with XXXX, they claim they attempted to refund the money, but are unable to do so due to the chargeback raised with the bank. They requested I contact my bank regarding the issue, as shown in the attachments. If XXXX can not process the refund from their end ( as stated by XXXX ), then it should be processed via chargeback since there is intent to refund from both the airline and XXXX. 

However, Capital One said that there would be no reason for the money to be tied up on their end and that they should have no problem processing the refund. They told me to get screenshots of another conversation with XXXX confirming this to be the case and that I could have the dispute reversed in my favor after that. So I did, and figured this would finally be the end of it. However, Capital One did not assist me as they had promised they would. They said they needed more information still. 

On XX/XX/XXXX, after speaking with XXXX, they claimed they are refunding my money. However, they have said they do not know when it will be done and can not promise a date I will see the refund. This is the 3rd time this company has shown intent to refund, along with the airline itself. I believe this company is either incompetent or trying to make it as hard as possible to get a refund of my money. I submitted this information to Capital One, along with the cancellation policy ( that Capital One had requested ) supporting that I acted correctly from the start. Therefore, Capital One should have stepped in and protected me in a situation where I never intended to pay a significantly marked up amount from the start and immediately cancelled correctly under the company policy. I also provided plenty of proof that the airline was willing to refund me, as well as XXXX itself. If XXXX is saying I'm entitled to a refund, but not actually refunding the money, it would make all the sense in the world for Capital One to step in and resolve the dispute in my favor. This should have been more than enough, especially considering I never took the flight. 

However, Capital One is continuing to rule in the merchant 's favor anyways. I escalated the case to a supervisor, and she claimed that they could not help me because it was beyond the time limit for a dispute. This does not make any sense because I opened the dispute well within 60 days and provided all the documentation asked for within the time frames requested at every stage. She is claiming they can not help me anymore because I did not provide the copy of my sales invoice or purchase agreement at the time. This does not make sense either because I provided proof of intent to refund from both XXXX XXXX and XXXX, supporting my claim that a {$380.00} credit is due back to my account, as requested by Capital One. This was the most important piece of information in the case and should have immediately ended the dispute in my favor. This did not happen despite having plenty of proof of the intent to refund from everyone involved. This can not continue to happen with all of my efforts to resolve this situation. This is beyond ridiculous and is to the point where it is overly predatory. You can not force someone to pay an upcharged amount I never agreed to for a flight that I never took and cancelled promptly in order to receive the refund I was entitled to.

Company response to consumer: Closed with explanation