Consumer complaint received 2023-01-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NH
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:
Capital one has something called capital one shopping and it's a plugin that gets added to your browser. Anything you shop for online, that plugins tracks it and gives you rewards in your capital shopping account that you can then redeem for gift cards. I had an order that is missing rewards and I was told that they were supposed to be in my account on XX/XX/XXXX and I don't see them and I have been following up with their support team literally everyday and no one cares about it. Every other day I get a response that we are investigating this and I haven't gotten my rewards and today is XX/XX/XXXX. This is ridiculous and the customer service with this company is pathetic. I am waiting for rewards on the following purchase : XXXX XXXX - order date - XX/XX/XXXX, order # XXXX. Purchase amount was {$1900.00} and rewards I should be getting are {$150.00} The account is linked to my email - XXXX I am pasting all my correspondence with the support team below where they had also promised me in writing that rewards were due to payout on XX/XX/XXXX Please see below : I am so frustrated at this point. No ones giving me answers since the XXXX XXXX now. This is ridiculous. I have also provided proof below XXXX reps had emailed me saying that I should be getting my rewards by XXXX XXXX and I havent. Its XXXX XXXX today. Why are are you guys testing my patience? All I hear after every 2 days is that we are looking into it. Is this rocket science that it takes so many days? 

I am going to file a complaint with the Consumer financial bureau now. Enough is enough I need my rewards! 


XXXX XXXX Hide original message On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : This is the worst support ever. I have been hearing the same response for you guys for the past XXXX  days. This is just ridiculous. Have some common courtesy when working on issues seriously. You guys just dont care which is so unfortunate XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX Support ) XXXX wrote : -- Please reply above this line -- XXXX XXXX Capital One Shopping ) XX/XX/XXXX, XXXX XXXX  XXXX  Thanks for contacting Capital One Shopping! 

We wanted to let you know that we've received your request and are looking into it. Once we finish investigating, we'll follow up with more information. 

We appreciate your patience and understanding until then, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX  It takes you XXXX  days to reply after I email you. Are you guys serious? I need this fixed today! I am not going to play the chasing game here. 
On Tuesday, XXXX XXXX, XXXX at XXXXXXXX XXXX XXXX, XXXX XXXX XXXX wrote : I need my rewards. You guys just wasting my time XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX I need my rewards. You guys just wasting my time XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Capital One Shopping ) XX/XX/XXXX, XXXX XXXX XXXX Thanks for contacting Capital One Shopping! 

I apologize for the inconvenience you're experiencing. Our support team is aware of the issue and are working towards a resolution. 

Thank you for your patience and understanding, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX I need this looked into asap. This is ridiculous its been over 3 days now and I still dont have the rewards in my account. It was supposed to be credited on XX/XX/XXXX as per my talk with XXXX of your colleagues few weeks back and now I am being told to wait till XX/XX/XXXX. This is totally unacceptable. I need my rewards today! 

Heres what i was told by XXXX different agents and both said the payout was XX/XX/XXXX. Dont play games with me Luny ( Capital One Shopping ) XX/XX/XXXX, XXXX XXXX XXXX Thanks for reaching back out to us! 

I can see you recently redeemed your earned Shopping Rewards on XX/XX/XXXX for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX e-gift card in the amount of {$460.00}. 

Your recent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) order from XX/XX/XXXX is scheduled to pay out Rewards on XX/XX/XXXX. 

If, for any reason, the Shopping Rewards for your order do not post to your Capital One Shopping account by XX/XX/XXXX, please submit a request with your order information on the Help Center page XXXX XXXX XXXX XXXX XXXX, by scrolling to the bottom and finding the button that says Submit Request. You can find your Trip ID in the Rewards & XXXX XXXX, at XXXX XXXX XXXX, by clicking the down arrow, on the right of the transaction. We also have available FAQs around XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) in general, and on how to redeem your rewards XXXX XXXX XXXX XXXX XXXX ) once they come through. 

Thanks again for your patience and understanding, XXXX  XXXX ( Capital One Shopping ) XX/XX/XXXX, XXXXXXXX XXXX XXXX Thanks for contacting Capital One Shopping! 

I was able to see a recent Shopping Trip at XXXX XXXX XXXX XXXX XXXX : XXXX XXXX!! XXXX! XXXXXXXX XXXX ) and determined Capital One Shopping Rewards are due to pay out on XX/XX/XXXX. 

If, for any reason, the Shopping Rewards for your order do not post to your Capital One Shopping account by XX/XX/XXXX, please submit a request with your order information on the Help Center page XXXX XXXX XXXX XXXX XXXX, by scrolling to the bottom and finding the button that says " Submit Request ''. You can find your Trip ID in the " Rewards & XXXX XXXX '', XXXX XXXX XXXX XXXX, by clicking the down arrow, on the right of the transaction. We also have available FAQs around XXXX Trips ( XXXX XXXX XXXX XXXX ) in general, and on how to redeem your rewards ( XXXX XXXX XXXX XXXX ) once they come through. 

I hope this is helpful! 

XXXX XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Capital One Shopping ) XX/XX/XXXX, XXXXXXXX XXXX XXXX Thanks for contacting Capital One Shopping! 

We wanted to let you know that we've received your request and are looking into it. Once we finish investigating, we'll follow up with more information. 

We appreciate your patience and understanding until then, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX I was told earlier by another agent that they were due to be paid out on XX/XX/XXXX. What you mean XX/XX/XXXX? Are you serious? don't play games with me On Friday, XXXX XXXX, XXXX at XXXX XXXX  XXXX, XXXX  ( Support ) XXXX wrote : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( Capital One Shopping ) XX/XX/XXXX, XXXX XXXX XXXX Thanks for contacting Capital One Shopping! 

I was able to see a recent Shopping Trip at XXXX and determined Capital One Shopping Rewards are due to pay out on XX/XX/XXXX. 

If, for any reason, the Shopping Rewards for your order do not post to your Capital One Shopping account by XX/XX/XXXX, please submit a request with your order information on the Help Center page, by scrolling to the bottom and finding the button that says Submit Request. You can find your Trip ID in the Rewards & XXXX XXXX, at XXXX XXXX XXXX, by clicking the down arrow, on the right of the transaction. We also have available FAQs around Shopping Trips in general, and on how to redeem your rewards once they come through. 

I hope this is helpful! 
XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX Merchant : XXXX Purchase Date : XX/XX/XXXX Order Number : XXXX Purchase Amount : XXXX

Company response to consumer: Closed with explanation