Consumer complaint received 2023-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I had a CapitalOne Card branded as a Savor Card with {$0.00} balance as of XX/XX/XXXX. 
In XXXX I accessed my account online and saw a promotion to upgrade to a QuickSilver Card which advertised as a no membership fee card. The promotion stated my CC number would remain the same but a new card branded as Quicksilver would be mailed to my home. I proceeded with the upgrade. 

I recieved and activated the Capital One QuickSilver Card. I accessed my account online and see my account has a {$95.00} membership fee balance. 

I contacted Captial Customer Service and inquired about removing the membership fee as my card had been upgraded the QuickSilver with no membership fee. 

I was told that the {$95.00} membership fee could not be waived because it was billed onto the CC ending XXXX ( Savor brand ) and that under terms of the upgrade any charges made under card # ending in XXXX ( the Savor brand ) can not be reversed. 

This makes no sense, I am eligible for a no membership fee card. I spoke to two customer service personnel, first a rep who connected with me via phone call, who confirmed the the QuickSilver card is a no member fee, she put me on hold a couple of times and each time came back to let me know the system would not allow her to reverse or remove the fee. I asked to be connected to a supervisor. 

The supervisor offered no help, she advised that because the fee was put onto the billing before the QuickSilver branded card was received or activated, the fee could not be reversed, thusly the billed fee is due. She confirmed in XXXX XXXX, there will be no fee put onto the activated QuickSilver card. She kept telling these terms were available to be read when sigining/acceoting the upgrade to no fee QuickSilver, additionally the terms could also be included and reviewed from the materials sent with the Quick Silver branded card that was mailed to me. 

It makes no sense that I am paying {$95.00} fee for the Savor Branded Captial One Card when my upgraded card a QuickSilver branded card. 

I knew my card balance on the Savor Card was {$0.00}. I saw promotion to upgrade to Quick Silver at no membership fee and accepted the offer, Capital One sent email advising the QuickSilver branded card was mailed to my house. Very surpirsed to see my account had a {$95.00} balance. 

This is a rip-off. I requested cancellation of my account. The supervisor then explained she has to read disclosure terms, which includes terms that any existing charges posted to the account, the cardholder is responsible and obligated to pay in full. If I did not accept the disclosure, then the account could not be cancelled and cardholder will be still be obligated to pay any interest, late fees. 

The upgrade offer was made on the landing page, and the simple upgrade request clearly states the QuickSilver card is a no membership fee product. 

It makes no sense to be charged for a membership fee on a Savor branded card, as that card is not the card I agreed to renew, I signed up for the no fee QuickSilver Card. 

I went ahead and accepted the disclosure terms to get my account cancelled, but accourding to the supervisor I must pay the {$95.00} membership fee for the Savor brand card. 

By the way I had an autopay ACH to pay minimum payment : {$25.00} was transmitted to Captial One. Balance owed on the account is {$70.00}. But, I want the {$95.00} fee waived/reversed and {$25.00} return to me. 

Sincerely XXXX

Company response to consumer: Closed with monetary relief