Consumer complaint received 2022-05-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
On XX/XX/22, I purchased an XXXX XXXX  for {$960.00} with my Capital One XXXX Business card ending in XXXX. Capital One Bank offers XXXX XXXX Benefits for this card. It gives cardholders a refund for the difference in price if an item they bought with that card is available for a lower cost than what they paid for it. I called Capital One Bank and I was told that my purchase is covered by the XXXX XXXX XXXX. Capital One Bank retained Card Benefit Services to review my claim and pay me Price Protection Benefits. 

On XX/XX/22, I submitted a claim ( Nr. XXXX ). In my case, I requested a refund of {$230.00} representing the difference between the price I paid, {$960.00}, and the lower advertised price of XXXX. I submitted my claim through the XXXX XXXX XXXX website XXXX 

On XX/XX/22, XXXX XXXX XXXX requested additional information, more specifically : An eligible advertisement containing the sale date for your claimed product I immediately provided what was requested. On XX/XX/22, I received a phone call from XXXX XXXX XXXX requesting new additional information concerning the color of the purchased and the color of advertised product. I complied again. On XX/XX/22, XXXX XXXX XXXX requested me to call and explain where exactly in my provided advertisement the color of the claimed product stated. I complied again and submitted additional information showing that the color of the product I purchased was available from the advertised merchant. On XX/XX/22, XXXX XXXX XXXX denied my claim stating that the advertisement that you provided does not qualify as an eligible advertisement for the product that you are claiming. Only items Advertised by authorized dealers in the United States apply. Advertised or Advertisements means an Advertisement printed in a newspaper, XXXX, magazine, or flyer or items Advertised on a non-Auction internet site, distributed in the United States to the general public and placed by a manufacturer or authorized dealer of the consumer product in the United States. The advertisement I submitted is from a legitimate merchant in the United States that open to general public. On XX/XX/22, I filed a request for reevaluation as provided by the XXXX XXXX XXXX procedures. All my further communication with the XXXX XXXX XXXX has gone unanswered. I called them on numerous occasions. On XX/XX/22, XXXX, a supervisor employed by XXXX XXXX XXXX made a bigoted and hateful statements before he hung up on me. 

I feel strongly that I was defrauded by Card Benefit Services retained by Capital One Bank. XXXX XXXX XXXX never reviewed my claim in good faith, rather they were looking for reasons to deny my claim by asking, each time, for additional pieces of information they never subsequently reviewed. If they disqualified the advertisement by that specific merchant in the first place, why did they ask for the date of the advertisement, color of the product, etc. The action of XXXX XXXX Services in the handling of my Price Protection Benefits constitutes bad faith. XXXX XXXX XXXX subordinated the interests of the client ( a cardholder ) to its own financial and monetary interests and when I asked to reevaluate my claim pursuant to their procedures, they refused and failed to reevaluate and reimburse me for the difference in price as prescribed by the Price Protection Program. Instead their supervisor XXXX, was making offensive, derogatory and hateful remarks towards me, my XXXX background, as well as to my ethnicity.

Company response to consumer: Closed with explanation