Consumer complaint received 2023-06-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I applied and was instantly approved for the Capital One Venture card on XX/XX/2023. The approval email said I would receive the card in XXXX days, and if I spend $ XXXX in the first 3 months, I will receive the sign-up bonus of XXXX rewards points. This is the primary reason I signed up for the card. 

After waiting XXXX weeks and not receiving the card, I called Capital One. They told me the card was lost because they didn't have my apartment number. Strange, since I am an existing customer, but I simply gave them my apartment number, confirmed the full address, and they said they would send a new card. ( All of these calls should be on record with Capital One ) After waiting another XXXX weeks and not receiving the card, I called back again. The rep went through the exact same conversation, and once again told me they had the incomplete address. I had to once again tell them the full address, and they would send another card. ( Again, I'm already a customer of Capital One, and this is not the first card that I've been shipped, not sure where the issue came from ). 

After waiting another few weeks and not getting the card, I called again and they told me that the address on record was correct, but the XXXX card was simply lost in the mail. I then gave them my brother 's address and they sent out a XXXX card. 

While waiting for the XXXX card, the XXXX card that was lost in the mail eventually made it to my mailbox. It is now nearly XXXX full months from the time of being approved. 

When I spoke to XXXX of the Capital One reps about this back in XXXX, they told me to give them a call when I finally get the card, and they could extend my allotted 3 months to qualify for the sign up bonus. While I waited to get the card, they did not offer me expedited shipping on replacement cards, nor did they offer me the option to use a digital card and begin making purchases, so there was no way I could work towards the bonus that was offered. 

When I finally got the card on XX/XX/2023 I called Capital One and walked through this story again, and asked that they extend the sign-up bonus window, simply to align with the 3 month offer that was advertised. They denied my request. They allowed me to escalate the call to a senior rep, and they denied the request again. I did not ask for free bonus points, or anything special. I just wanted to have the normal 3 month window that's promised on the promotion. The delays were not because of anything I could control, and it seemed reasonable they should offer this extension. 

The bonus is worth XXXX points, which equates to an estimated {$1300.00}. This is a huge loss in value for me obviously, and seems like a deceptive practice. If you tell someone that they have 3 months to complete a requirement, and then they don't get the card until 2 months have already gone by, that feels like deceptive marketing.

Company response to consumer: Closed with non-monetary relief