Consumer complaint received 2019-08-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK
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:
Around XX/XX/XXXX of 2019. XXXX XXXX  offered a promotion to apply for a XXXX  credit card and if approved I would receive {$200.00} statement credit on my cruise that was supposed to start on XX/XX/2019. So what I planned on doing at that moment was to ensured that exactly {$200.00} would be my balance on the cruise. So that way when my statement came and they applied the {$200.00} credit it would cover and leave a {$0.00} balance. I applied and was approved. Upon arriving on XXXX XXXX  ship I requested that my Capital one card be removed and no charges to be filed to it. I explained that all charges should go to my XXXX  credit card. Upon noticing a charge on my capital one I contacted XXXX XXXX  customer services, They told me that the XXXX  master card did not apply to my account and they couldn't add it to my cruise ship account. I showed them the advertised offer that I had screened shot. I spent countless hours in customer care. Customer care in the ship has a promotional Department who offer me an new promotion stating that they can cancel the previous card and have me reapply, then my credit card can apply to my ship account. I said no because that may affect my credit. I ask them how is it possible that they can obtain my master card and add it on the ship if I do the promotion with them but yet they cant add the current card and it is a XXXX  card. A representative from the cruise customer care contacted XXXX and spoke to the supervisors at XXXX 's the supervisor at XXXX said I should be able to use the XXXX  Mastercard within 24 hours. This did not happened. XXXX XXXX  customer service manager called XXXX again and this time they were told that another department on the ship need to handle the matter. It continued like this to the point that it was too stressful. I advised them to fix it and charge XXXX  card as permission has been revoked to charge any other card XXXX XXXX  has on fire particularly capital one as i was paying interest. After this terrible experience I begun having more bad luck and poor serviced on the ship. Birthday cake not delivered on time to start my birthday celebration, not being seated in the room after my table was reserved, confusion with reservation. Cook walking out in the middle of our order because a customer in front of us upsetted him. Customer care placing us in the incorrect line while leaving the ship and causing us to miss an excursion. Customer care bulling my husbands XXXX XXXX XXXX  card when they should not have we had to go back to customer care and have the charges removed. They initially lied that my husbands card was deleted from their files and upon seeing charges on it, it was shocking. They then claimed to remove the charges abd and delete it again. I spoke to customer care and wrote a letter before leaving the ship disputing any gratuities since gratuities are for good service provided. I would pay individuals deserving it. Customer service in the end charged gratuities to my capital one card, hence I asked capital one to dispute it. I send copies of my email to capital one showing them that i did communicate with customer care before leaving the ship. Capital one closed the case on XX/XX/2019..I called and they said the dispute was not correctly filed. They claim they have correctly filed it. I do not trust capital one or XXXX XXXX  credit card company '. XXXX  had no right charging my capital.one card anything because they were to charge any charges on the cruise to my zero interest XXXX  card. Because they redused to add my XXXX  card ws payment while on the cruise I got upset and decided not to incur a balance on the ship, secondly the only balance I could incur was the gratuity which I already disputed for the over all bad services and experience.. so I dont feel that my capital one card should have been charged $ XXXX..I would like for XXXX to explain themselves and reverse the charges off my capital one card for their false advertisement that offered me to save {$200.00} on the current cruise when that did not happen. 
If XXXX refuses to comply Capital one need to send the charges back to the XXXX XXXX  merchants as I provided email correspondence to capital one showing what was communicated to XXXX XXXX while on ship and screen shots of the promotion offered from XXXX  to support my dispute.

Company response to consumer: Closed with monetary relief