Consumer complaint received 2023-10-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit 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 for the CapitalOne SavorOne credit card through CapitalOne 's website after seeing the benefits of the card online on CapitalOne 's website, including a New Cardmember Offer prominently featured as follows : " Earn a one-time {$200.00} cash bonus once you spend {$500.00} on purchases within the first 3 months from account opening 2 ''. If you scroll further down the web page Footnote 2 reads as follows : " 2This one-time bonus is available by clicking the Apply Now button on this page, and may not be available if you navigate away from or close this page. Existing or previous cardmembers are not eligible for this product if they have received a new cardmember bonus for this product in the past 48 months. '' I did not at any time navigate away from the website or close the page, and I am not an existing or previous cardmember of CapitalOne. I applied for the SavorOne card immediately upon seeing the promotion, and my application was approved immediately. I was notified via email I would be receiving the card in the mail and have since received it. Upon setting up an online account with CapitalOne I did not see anything that mentioned I would be getting a {$200.00} cash bonus upon a {$500.00} spend within the first 3 months. I searched specifically in a section entitled " Important Disclosures '' and there was no mention of a {$200.00} cash bonus. On XX/XX/XXXX, I along with my mom contacted CapitalOne at XXXX. We spoke to a representative named XXXX and inquired about the {$200.00} cash bonus. We were told if it was not reflected in my online account I would not be receiving it. I mentioned that the promotion was prominently displayed on the SavorOne page of CapitalOne 's website but she said she could not just give me access to the promotion. We then asked to speak to manager, and shortly thereafter we spoke to a manager named XXXX who let us know he would submit the case to be reviewed by a back end supervisor. That same day, I received a call on my phone from a supervisor at CapitalOne named XXXX who confirmed that I would not be receiving the promotion. According to XXXX the promotion is only available to customers with a certain credit score. We informed XXXX that there is no such limitation on CapitalOne 's website in connection with the SavorOne card and urged him to check for himself. The only limitation displayed on CapitalOne 's website is Footnote 2, which states that " This one-time bonus is available by clicking the Apply Now button on this page, and may not be available if you navigate away from or close this page '' or if you are an " existing or previous cardmember '' who previously " received a new cardmember bonus for this product in the past 48 months ''. Based on CapitalOne 's online marketing I should not be denied the {$200.00} cash bonus opportunity upon a minimum {$500.00} spend on the grounds that I don't meet a certain credit score, as my credit rating is not stated as a condition of receiving a cash bonus anywhere on CaptialOne 's website. XXXX responded by saying he can't just give me a cash bonus and that there have been others who have complained but he does not have authority to dole out benefits. At the time I applied for the SavorOne card my credit score as published on XXXX was XXXX. 

CapitalOne lured me into applying for their SavorOne card. I applied thinking I would be eligible for a {$200.00} cash bonus offer because I could see nothing on CapitalOne 's website that would disqualify me for it. Also I could have applied for the student version of the SavorOne card which advertised a {$50.00} cash bonus, although I have no confidence I would have received that bonus either. My mom asked how we could contact the legal department and XXXX told us all we can do is make a general inquiry via the USPS at XXXX XXXX XXXX, XXXX XXXX XXXX, Utah XXXX, while also letting us know there was no guarantee we would ever receive a response back.

Company response to consumer: Closed with explanation