Consumer complaint received 2023-11-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
Signed up for a Venture X card on XX/XX/2023, using my friend 's referral link that explicltly stated a XXXX sign-up bonus mile offer for spending {$4000.00} in 3 months. Upon signing up for the card and getting approved, I receive correspondence and terms and conditions stating I was approved for XXXX sign-up bonus miles. 

I call Capital One customer service on XX/XX/2023 and speak with XXXX initially ( rep ID : XXXX ), who looks into the issue for me and states that the offer for XXXX SUB with a friend 's referral link has been active since XX/XX/2023. She states she will notate my account and that as long as I meet the {$4000.00} spend in 3 months I will be receiving XXXX bonus miles. She states notating my account with this information. I call two more times in the same day to verify this information, with 2 independent customer service reps. They all state the same thing : I am eligible for XXXX SUB based on signing up with the referral link and friend referral bonus offer starting XX/XX/XXXX. I was told to receive some documentation to verify this in case I receive XXXX bonus miles as stated in my terms and conditions. They say they can not provide this to me but to call back and that all the information will be in the account. 

I call customer service again on XX/XX/2023 after spending the required {$4000.00} and only receiving XXXX bonus miles. I was transferred to a rewards specialist and then a senior account supervisor to help me with my issue. The supervisor, XXXX, I speak with states she has never heard of this XXXX SUB offer before and that my account has not been notated with this information, even when telling her I called XXXX separate times on XX/XX/XXXX and was reassured that the offer is active and I am eligible for it. She places a reward escalation request and that I will hear back from them with a decision. 

I receive a phone call on XX/XX/2023 with a decision on my issue. I miss the initial phone call but when I call back I am transferred to a senior account supervisor, XXXX, who looks at my account and states my request was denied since I can only receive what was listed on my terms and conditions. I tell her that on XX/XX/2023, multiple reps documented that I am eligible for the friend referral offer that started XX/XX/2023 and that I signed up with a referral link. She says she can not see this notated on XX/XX/2023 and that the rewards escalation team reviews this information before making a decision. I ask her if phone calls can also be reviewed since the notations are incongruous with what I was explicitly told multiple times that day. She says the rewards escalation team has access to record phone calls but can not tell me definitively if they reviewed this information. I ask her if I can be transferred or if someone from the rewards escalation team can contact me via email or phone, and she says that they tried once when I missed the phone call and that I can not reach them anymore.

Company response to consumer: Closed with non-monetary relief