Consumer complaint received 2017-12-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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:
In XX/XX/XXXX Capital One sent me a promotional offer on a " XXXX XXXX '' credit card I have with them. The offer was to transfer balances for a 2 % fee, and 0 % interest for 18 months. The offer is attached hereto, and states that balances can be transferred with the enclosed 2 checks, or by going online by XX/XX/XXXX. On XX/XX/XXXX, I went online and transferred two balances, both of which were well below my XXXX XXXX card limit. One of the balance transfers in the amount of {$8000.00} from XXXX was correctly processed by Capital One. I 've attached my XXXX statement where I noted the transaction in handwritten notes at the time. However, the other balance transfer I made that day in the amount of {$3000.00} from my XXXX XXXX card was not processed correctly. Instead, the balance transfer for this amount began to accrue interest. I realized this when I received my next statement and on XX/XX/XXXX, I spent 56 minutes on the phone with Capital One and the gentleman there was very kind and apologetic and ultimately promised that the remaining portion of the {$3000.00}, which at the time was {$2800.00} after a payment was applied to it, would be correctly classified on the next statement so it would n't earn interest for 18 months and that the interest charge on my current statement of {$33.00} would be credited to me. He also said I would n't be charged the 2 % transaction fee. I attach my statement with due date XX/XX/XXXX hereto which has my handwritten notes from this conversation, made immediately after the conversation. When my next statement arrived, the interest was n't credited and more interest in the amount of {$31.00} was charged. I called Capital One again on XX/XX/XXXX and explained to " XXXX '' with agent ID of XXXX in detail that the problem had n't been corrected. She was apologetic and said she would look into it and get back to me within a few days. A week went by and she had n't called back, so I called twice more around XXXX time and was told by two different people that they would get back to me. One of these people was a woman who told me that nothing was done on XX/XX/XXXX because the person I talked to did n't include in his notes that it was the fault of Capital One and when that happens nothing gets done. She assured me that someone would get back to me within 5 business days. Noone did. I received a third statement showing that the problem still had n't been corrected, and charging me more interest of {$30.00}. I called again and told the gentleman I spoke with that at this point someone had to at least call me back within two days or I was going to complaint to the CFPB. That was about 10 days ago and noone has called me. I have included the 3 Capital One statements referenced here showing the interest on each that I should n't have been charged, and showing that this problem is still ongoing and has n't been fixed.

Company response to consumer: Closed with explanation