Consumer complaint received 2022-03-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
I signed up for the XXXX XXXX credit card with XXXX  when making a large order on XX/XX/XXXX. The terms of the credit card offer included a promotion of 10 % back in rewards for purchases made in that order ( # XXXX ) totaling {$25000.00} ( XXXX XXXX XXXX ). Shortly after getting this card, XXXX XXXX canceled its contract with XXXX  and signed me up for a new card with Capital One, stating everything would be transferred. It was not, and I spent hours over the course of several calls to gets refunds on some items to actually get back to this new card. I have not received the full promised 10 % promotional rewards for signing up for the card due to charges not being processed on the card until the items are shipped, which has not occurred anywhere near the time frame promised on the website or the order 's tracking system. I therefore have been unable to use the promised rewards as intended, and am not sure I even have the choice to cancel the Capital One XXXX XXXX credit card I did not sign up for, nearly a year later, because of failure to deliver 2 outstanding large ticket items in any reasonable time frame ( my lease is also near its end and the purchase delivery is now delayed past an entire year long apartment lease, for which the item was specifically purchased. 

The website and store employee both identified there were some supply chain delays at the time of the order and indicated those were included in the longer than usual delivery estimates. However, many of the pieces were delivered months after the estimated date range ( many of which continue to be moved out every few months with no change in status ). Many items were falsely advertised to be already available for shipping when in fact they were not, and months later identified as " backordered. '' On a call with XXXX XXXX customer Service on XX/XX/XXXX, I was told the XXXX XXXX XXXX XXXX ( {$4700.00} ), which had an advertised delivery of XXXX XXXX XXXX, XXXX, was recently put into production now that fabric was available ( never alerted that was a source of delay ) and that there should not be additional delays. I was told by customer service they were therefore unable to cancel either item in their system. On XX/XX/XXXX, the online tracker showed a delivery estimate of XXXX XXXX XXXX which I was still willing to accept. It has now been updated to XXXX XXXX XXXX which is after my current lease ends, and indicates to me that the custom order has not actually begun production which means I should have been able to cancel both this item and the XXXX XXXX XXXX ( {$390.00} ) when I called customer service on XX/XX/XXXX. 

I would therefore like to have both outstanding items for order XXXX canceled with a full refund due to false advertising of store products and delivery timeframe associated with advertised store credit card promotional offers that have not fully materialized - nearly a year later. I want the freedom to cancel a store credit card I did not sign up for ( Capital One now rather than XXXX  ) and require XXXX XXXX to cancel and fully refund ( including them ensuring the refund is FULLY PROCESSED BACK TO THE CAPITAL ONE CARD as this has failed to be correctly processed in the past ) the outstanding items in the order identified above so that I can cancel the card I did not sign up for. Since the charges do not show up on the card until item delivery, I am unable to simply dispute the charges with Capital One, and XXXX XXXX  customer service says they are unable to cancel these items.

Company response to consumer: Closed with explanation