Consumer complaint received 2020-04-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I signed up for the Capital One Savor credit card in XX/XX/XXXX. The promotion at the time was " spend {$3000.00} within your first 3 months and receive {$300.00} back. '' I can't find the exact language because it's not posted online, nor has Capital One been willing to share the original terms of the promotion with me. 

My account opened XX/XX/XXXX. I received the credit card in the mail 7-10 business days later. My first transaction date was XX/XX/XXXX. 

My XX/XX/XXXX to XX/XX/XXXX billing statement transactional total was {$110.00} My XX/XX/XXXX to XX/XX/XXXX billing statement transaction total was {$1700.00} My XX/XX/XXXX to XX/XX/XXXX billing statement transaction total was {$1000.00} I had a XX/XX/XXXX transaction of {$49.00} I had a XX/XX/XXXX transaction of {$61.00} 90 days after my account opening on XX/XX/XXXX is XX/XX/XXXX 90 days after I first received the card in the mail on XX/XX/XXXX is XX/XX/XXXX When I didn't receive the {$300.00} back as a statement credit, I called Capital One on XX/XX/XXXX. The customer service representative said they'd need to escalate my case and file a petition on my behalf with the department that handles petitions for promotional cases. A few business days later, I missed a call from the Capital One petition department. The voicemail said to call back the Capital One customer service number to learn the results of my case. I called the number and was told my case was denied. When I asked to be sent what was written on my behalf to the petition department so I could ensure my case was properly presented to them, the representative said they couldn't share it with me. When I asked why my case was denied, the rep said I hadn't spent {$3000.00} in 90 days. I stated that the Capital One promotional offer terms were confusing. I asked, Did I need to spend $ XXXX in 90 days, in 3 months, or in 3 billing cycles? I asked, When does the clock start for calculating transaction totals? When I opened the account? When I got the card in the mail? When I activated the card? The rep said that the clock starts the day the account is opened and that I did not spend $ XXXX within 90 days of that date ( XX/XX/XXXX ). I told the rep those terms were unclear to me. I asked for the original terms to be shared with me and was told that wasn't possible. I said it's misleading because how can I begin to spend money toward the $ XXXX transactional total if I don't have the card in my possession. I told the rep that Capital One was setting customers up to not reach the $ XXXX mark because the clock starts sooner than customers have the card in their permission and sooner than customers are made aware of. I asked that my case be re-presented to the petition department. I was told this wasnt possible. I asked to speak to the petition department. I was told the department is only capable of outgoing calls. I asked to speak with the reps supervisor. The supervisor said he was the highest possible person to speak with about my issue. He reiterated that I couldnt petition again and that I couldnt be put in touch with the department that made the decision to deny my petition. I reiterated the misleading advertising and terms from Capital One regarding this promotion. The supervisor said there was nothing further that could be done about it. He stated I had spent {$2900.00} in 90 days from the account opening. I stated I had spent {$3000.00} in 90 days from receiving the card in the mail and activating the card the day I received it. I asked him to review and share with me the original terms of the promotion. He said he was unable to do so. I should have received {$300.00} back from Capital One because I spent more than $ XXXX within 90 days of receiving my credit card in the mail. They did not give me any money back because I spent less than $ XXXX within 90 days of the account opening.

Company response to consumer: Closed with explanation