Capital One Credit Card Complaint

Capital One Credit card department,

Customer service / Customer relations California

We booked - round trip tickets from - to - with - Capital One credit cards ( paid partially with reward points and credit card charges ). During our trip flying from - to -, we missed our flight due to mis-communication with the airline company. We contacted Capital One trying to resolve the problem because Capital One also served our travel agent. Since we called Capital One travel department during their non-business hours, someone from their Card Customer Service Department promised to help us. We planned to book - way ticket with a different airline to replace the - flight that we missed, so we can still keep the return flight with -. However, the representative from the Capital One Card Service Department mentioned Capital One will able to refund us the whole trip with -. Instead of purchasing another - way ticket, she advised us to purchase - full round-trip tickets with a different airline. She said Capital One can not refund partial trip, but they can refund full trip. Therefore, I should purchase full round trip tickets with different airline instead of just - way trip. She also mentioned she will place a note on my account,


travel department. They transferred my call around for almost 2 hours, and they were not to honor what they promised originally. No proper documentation was input in my account. They recorded my conversation with the original representative. And they made me liable for the misleading advise that the original representative made. Instead of paying for one-way ticket from a different airline ( approximately $750.00 ), we have paid $1700.00 extra for another full round trip tickets. We have purchased - set of full round trip tickets for the same trip due to the misleading advice from Capital One Card customer service. There is evidence from the conversation record in the system. And they are not willing to retrieve the record and be liable for the mistake they made.