Consumer complaint received 2018-11-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Placed an order XX/XX/18 for {$640.00}. I was to receive {$110.00} Kohls cash and XXXX rewards points. Kohls canceled the purchase without notice at all. When I call it takes about 30 mins to reach someone, which I rarely have time to do. Finally I reached someone who placed my order. Unfortunately she did not restore my points earned nor did she reinstate the {$110.00} kohls cash. That was early XX/XX/XXXX ( XX/XX/XXXX ) and the chairs were delivered ( XX/XX/XXXX ) and the billing cycle closed XXXX. I did not receive a bill until yesterday ( XX/XX/XXXX ) - likely because the purchase was not finalized until this billing cycle. 

Now Ive received a statement confirming no rewards points and no Kohls cash and applying a {$27.00} late fee {$14.00} in interest for chairs that were just received. 

I called 3 times today ( XX/XX/XXXX ) while extremely ill. First I was told that bc I will not provide my social ( to someone outside the country ) I am refusing to verify my account so I can call back. When I demanded a supervisor I got an unnamed voicemail after leaving the voicemail the call was terminated. 

Second call, the rep extorted me by telling me unless I make a {$74.00} payment he will not remove the fraudulent late fees and interest charges. I went over it with him 5 times and he refused to say anything other than once you make the payment I will see about the charges. 

The third rep says they can not help with Kohls cash or rewards. I asked for a supervior and was told they are busy. I told him I already left a voicemail. 

XXXX the collections supervisor finally told me that I was in the wrong department but that my account is delinquent, completely ignoring the prior 18 mins of explaining I had done, so she transferred me to another endless hold line. 

I was transferred to someone named XXXX who is not a supervisor. She had to transfer me back collections. 

Now transferred back to person # XXXX XXXX. She claims that once they receive my payment they will remove the late and interest fees. It took 3 hours to accomplish this. 

This is outright fraud what they are doing. They are enticing consumers to buy goods on the false promise of receiving Kohls cash and rewards points but never award them. They are also charging interest for purchases that have never been fulfilled. 

Upon further review, I was not awarded points for a transaction on XX/XX/18 for a {$540.00} purchase either. 

Every {$100.00} spent generates a {$5.00} reward. I have spent nearly {$1200.00} this year, which should get me {$60.00} in reward points. I have a balance of XXXX points somehow. 

I paid {$530.00} through my bank today which is $ XXXX- {$110.00} ( Kohls cash stolen ) - {$27.00} ( fraudulent late fee ) - {$14.00} ( fraudulent late fees ). 

I have the last 3 calls recorded and screen shots to prove all of the above and video at my home of the chairs being delivered XX/XX/XXXX

Company response to consumer: Closed with non-monetary relief