Consumer complaint received 2023-07-18
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: Didn't receive advertised or promotional terms

Complaint:
I applied for a XXXX XXXX ( XXXX ) XXXX credit card and was approved. I further received an email notification from XXXX XXXX informing me that CapitalOne made a hard inquiry on my account ; therefore, that hard inquiry could stay on my account for approximately two years, and have an adverse effect on my credit score. On XX/XX/XXXX, I made a purchase via XXXX for {$190.00}. However, on XX/XX/XXXX, I attempted to make a purchase via Pottery Barns ; however, my newly activated card was declined. I called your customer service department to get information as to : why my account was closed, why I wasn't informed of the adverse action against me, and what I can do to retrieve my rewards points. I was initially informed that I needed to call XXXX ; however, once I informed the representative of the closed account and XXXX inability to credit a closed account, I was then informed that the rewards points ( {$19.00} ) were revoked. I requested to speak to a supervisor regarding my points since I did not make the decision to close my account, and this is a breach of contract on CapitalOne 's part. XXXX ( ID : XXXX ) informed me that I would need to wait for the letter to know the reason as to why my account was closed ( I'm assuming that an illiterate customer would be screwed ) ; however, when I asked her about my points, she incessantly noted that I needed to wait for the letter and the points were revoked. I requested the corporate office and legal department contact info ; however, I was informed by XXXX that she is the highest person that I'm speaking with and there is nothing that can be done. I asked several times for the corporate office number or address, and was told that the information is only for internal use and to protect CapitalOne privacy ( perhaps someone should inform her that your job is to protect customer 's privacy and not the institution ). However, if your address is to preserve your privacy, then why do you have it on your website? 

After contacting CapitalOne customer service, I was able to recollect that I had an encounter with this establishment two years prior. CapitalOne had promoted a false advertisement on XXXX XXXX 's website that would can get free shipping, 20 % and utilize the card upon approval ; however, when I applied for the credit card during that time frame, I did not receive the promotional offers and was unable to utilize my card. I had contacted customer service and was gaslit. CapitalOne customer service representative was disrespectful and unprofessional towards me. I had closed the account to avoid further interaction ; however, I kept receiving harassing letters from CapitalOne despite requesting not to be contacted. However, in XX/XX/2023, I got CapitalOne mixed up with XXXX old credit service provider, XXXX XXXX ( since at the time of my application, XXXX was transitioning to CapitalOne ) and applied without recalling their impropriety. In addition, when I saw CapitalOne on XXXX 's website, the only memory that came to mind was my experience with my car loan that was paid off with them. However, to retaliate and harass me, CapitalOne deliberately conducted a hard review on my credit report, activated my credit card, allowed me to purchase an item for over {$200.00}, and then closed my account to ensure that I didn't receive the reward points ( same tactic like the last time ). Furthermore, the item that I purchased, I used it prior to my credit card being closed by your establishment. If I had received an email or notification on my online account of your decision ( or if you guys had denied my application ), this would have given me the opportunity to keep the box and return the unused item ; however, CapitalOne wanted to be abusive and bully me, by not informing me of their decision immediately.

Company response to consumer: Closed with explanation