Consumer complaint received 2023-02-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/XXXX, I had reached out to Capital One Travel & Rewards customer service in confusion of a misleading and misinformation advertisement. 

I have used Capital One Travel & Rewards section on the sole purpose because it had promised me to that if I complete the transaction, I will earn " ( A whole dollar amount of cash '' Ex. XXXX Cash ). 

Since XX/XX/XXXX, I have been completing transactions because of this advertisement. 

On XX/XX/XXXX, I had contacted the customer service to figure out why I have not received any of what was promised on their website and after being transferred to multiple departments, I had finally spoken to a customer service representative who I had walked through the whole process of the transaction and he agreed to that this was correct, also provided him with screenshots of the transaction reflecting the cash rewards. The amount that was offered at the finalization of the transactions showed a whole number amount of cash being offered. ( Example is in screenshots provided ). 

The agent went on to complete his notes to say that I am entitled to having an amount per booking as rewards cash back to my card. ( Please refer to the screenshot picture provided that shows statement of bookings that I had completed ). 

After this, 3-4 weeks later in XX/XX/XXXX I was then called from capital one to tell me that there is no such thing that exists. When I had asked her if I could walk her through the process like I did with the agent before, she said she did not use the capital one service so she could not. After arguing with her back and forth, she had agreed to reach out to another department to escalate the matter and call me back to let me know she has done so. She did not call me back. 

On XXXX, XX/XX/XXXX : I received a call from the travel rewards department from Capital One regarding this issue. She had told me the following : - She apologized for the misinformation that I was provided ( The first agent who agreed that I had walked through the process ). 

-She had admitted that it was a error on their page and has been taken care of now. ( This was admit of having misinformation on the final rewards transaction page where it state I that I will " Earn [ Amount of cash ] Cash ''. and also admitting that it is not visible anymore which states an error on Capital One side. ) - When I explained my situation to her she agreed with me that the process of what I saw and how it had stated I will earn an amount of cash was definitely there and it was misleading. 

I had told her I would be seeking legal advice for misrepresentation and misleading of what I was offered during these bookings. It is important to note here that I would have not used my credit card for bookings if it was not for the sum of cash that I would earn because of it. 

Important note : The " Earn [ Amount of cash ] Cash '' section was being calculated as 5x the amount of the total transaction. ( This can be reflected by using the total amounts of each booking and multiplying that by 5 which would equal the [ amount of cash ] I am supposed to earn for that particular booking. )

Company response to consumer: Closed with non-monetary relief