Capital One review: Capital one venture x credit card

I have been in contact with Capital One Customer Services and Travel agents, specialists, and managers in various departments weekly since January 15, 2024. I have not had my case resolved. Actions were incorrectly taken on my account, notes on my case were not accurately documented, and my claim has supposedly "escalated" to the loyalty rewards department. My case # [protected] per customer resolution is still pending. I had a travel for my family of 6 booked with rewards, flight changed, and Capital One Travel was unable to provide other options that would work with flying my three toddlers. Unfortunately, I had closed the account a month prior due to poor customer service even though I had a flight booked to exhaust all my travel points (247,000). Due to the flight change, unable to re-book a better option, offered a refund of $2629.14 was going to refund to me in a check form in the mail so I may rebook when I find a better option since the account was closed and could not be given points back. Instead, they cancelled my flight and gave me about $1250 refund credit on a closed account I do not have access to. This transaction was not consented. I did not want to cash out my points in the past knowing the point value is half the cash, however the agent informed me due to the unique situation they could give me back the money value of the flight, $2693.14. I confirmed this multiple times after speaking to multiple agents for over 1.5hr each time on different calls e.g. January 17 or February 1, at 11:43am. No action or follow up and I contacted February 13, 2024 again and everyone was still clueless about my case repeating agencies refund policy over and over again. There has been such poor customer service, follow up, and unloyalty to the refund agreement established as I reminded the agents the calls are recorded and would appreciate the initial resolution and follow through. This is just unprofessional and distasteful of the company.