Consumer complaint received 2018-09-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
On XX/XX/2018, I went to my local Capital One branch to inquire about opening up a credit card with Capital One. I had already had the Signature Card through Capital One but was not receiving any benefits or rewards with this card. I was inquiring about two different cards, the Quicksilver Card ( a cash back card ) or the Venture Card ( a travel rewards card ). 
I met with an employee named XXXX at the local branch who said I should open up both cards. I was reluctant because I have excellent credit and I knew that opening up two credit cards at once was not a good idea. XXXX then suggested upgrading my current Signature card to a rewards card and I would still receive the benefits and rewards. The rewards with the Quicksilver card, according to XXXX, were 15 months of 0 % interest, and a {$150.00} bonus, if I spent {$3000.00} in the first three months. I was hesitant because {$3000.00} seems like a lot of money to spend in three months but XXXX assured me it was doable. XXXX then called the Capital One Corporate office to check that this was possible, which I later found out that was strange that he even called, he should have been able to upgrade my card right from his computer. 
After receiving the card in the mail, about a week or two later, I did as I was supposed to do, in order to get the {$150.00}  bonus. Upon checking my credit card statement in XX/XX/XXXX,  I noticed an interest charge of {$66.00}. Confused, I called Capital One. I was then told that I was not eligible for the rewards that I was originally promised by the Capital One employee XXXX, as this was an upgraded card. I was never told ( by XXXX nor the Capital One employee on the phone that day ) that the rewards were only for new card members. I even spoke to the Capital One Corporate employee that day on the phone after XXXX did, and nothing was mentioned about the rewards not being available with an upgraded card. Had I known that, I would have just opened the Quicksilver card on my own, as I said, I have excellent credit. When I was read the vague disclaimer by the employee on the phone that day, she mentioned that there would be a change in my rewards after upgrading the card, but I thought this meant that I was going from having no rewards with the signature card, to actually receiving rewards with the Quicksilver card. Never once was it mentioned to me that I was not eligible for the rewards. 
Now I have racked up a {$3500.00} credit card bill originally under the impression that I would have 15 months to pay it off but Capital One clearly has employees that are conducting deceptive business practices. After many conversations with multiple different corporate employees as well as local branch employees, this seems to be going nowhere. I have asked Capital One to review the case and they have denied my appeal to receive the 15 months at 0 % interest. Most recently, I was told that the case is closed and that I can no longer file additional appeals to have this case reviewed.

Company response to consumer: Closed with explanation