Consumer complaint received 2023-09-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
XXXX Balance transfer of {$10000.00} was initiated in Capital One app using the " Offers '' section of my Ventrue Credit Card XXXX I selected the offer of " 0 % XXXX % transfer fee '' with the expiration of XX/XX/XXXX. See below the attached email with this information. The email from CapitalOne does not state the offer I selected. I am enrolled in paperless billing & documents. I do not have any document or email stating which offer I selected. 

Continued making weekly/biweekly payments. 



XXXX I noticed XXXX and XXXX had been charged interest, despite my transfer offer providing no interest for 18 months. 

XXXX Contacted XXXX at XXXX for 1 hour and 39 minutes. I was transferred to XXXX, supervisor, from the representative. I requested documentation as proof of why I was being held responsible for a balance that is now accumulating a large amount of interest, as it defeated the purpose of initiating a balance transfer, which is why I selected the 0 % for 18 mo and was aware and willing to pay the 3 % transfer fee. She stated this must be escalated to the back office teams for credit cards in order to retrieve that type of information. I requested that the note contain my lack of email, document center document, mail, or transaction specifying which offer was selected. Also, that my offers tab still had both offers active. I requested they change the balance transfer type to what I originally selected, reverse the interest charges, and provide proof of in-app offer selection. After this was submitted, XXXX advised it would take 7-10 days for a response. She also stated she would make a new calendar event to reach back out to me on XXXX XXXX XXXX XXXX  to follow up if my request was denied. 



XXXX XXXX XXXX for 28 minutes I spoke with XXXX XXXX. I stated the above information and requested an update since XXXX did not reach out to me. She read me the response from the back office stating they will not reverse the charges or change the offer selection. I asked what evidence they had that resulted in their decision. I again repeated that I was not provided with any documentation to utilize as proof of what offer I selected, which is very out of the ordinary. I asked what other documentation aside from the initial transaction and no 3 % fee transaction that they could see was used. XXXX stated their response again and said they dont provide that type of information. I asked once again, if I dont have any documentation as proof nor does Capital One, how is this a fair resolution? XXXX stated the back office is the highest it could have been escalated and there were no other options to resolve this. I requested to see in writing the back-office response she read to me and was denied. 



I did receive an email as requested with my VENTURE CC terms and conditions, that I already had access to. That document provided zero relevant information regarding my case.

Company response to consumer: Closed with monetary relief