Consumer complaint received 2023-11-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit 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 tuesday XX/XX/XXXXXXXX  i received an email from capital with a promo bonus of XXXX after spending XXXX within 3 months. it says to get this offer i must use either the apply now link or see if im pre-approved in the email. i used the see if i was preapproved link where i went through all the steps and was told i was pre-approved and had the option to finish my application. i finished my application and was approved. 

i called capital one on XX/XX/XXXXXXXX  at XXXX to confirm i would be receiving the cash bonus. i was told by a representative that since the card was just opened it was too early to confirm and to call back tomorrow morning. 

I called on XX/XX/XXXXXXXX  and stated i was calling to confirm if the XXXX cash back bonus offer was showing. i was then transferred to applications where a rep stated they didn't see the offer and asked what were my application terms. i said uh idk i dont have access to the application as i dont have the option to see it on the app or online. he said for me to wait and get the card in the mail and see if it has the offer. i explained i didn't see how they wouldn't have access to it on there end and i didn't want the run around and this was the 1st time i was having an experience where the bonus offer couldn't be confirmed. He said he didn't see the bonus offer now but it could pop up later and to wait until i get the card. i asked if i can send him the email so they can see what i'm referring too and he said no i can call back and provide it if i dont get the bonus and need to file a complaint on XX/XX/XXXX i explained the situation to a family member and they said capital one was giving me the run around and that they can see if i can get the offer or not. i then did some research on XXXX  where there were numerous complaints that capital one doesn't honor their cash back bonuses on XX/XX/XXXXXXXX  i called and spoke to a rep who transferred me to XXXX at escalations who told me that there is nothing he can do- i will not be receiving the XXXX bonus because the offer i signed up for didn't include it. i stated i did what the email said and can forward it to him i clicked on the see if i'm pre-approved- i then clicked the button that said to finish my application. he said the pre-approval link brought me to the pre-qualification tool which is sepreate from the offer. i said but the email says i can click that and get the offer. he said no - that tool is sepreate with sepreate offers. i said how when the email says i can click that link and then it had the green " complete my application '' button and i started my application from the link in the emaik. he said again capital one is not wrong. i said i will like a formal file review and will forward the email i receiived as i did everything the email stated. he stated thats not necessary because it wont result to anything.he would note the complaint but it will just result in feedback for capital one. i will not be getting the offer as those werent the terms for the application i submitted. i asked to be escalated to someone above him- he said he is the supervisor and his boss doesn't talk to customers. i said this can't be the end of the road i need to speak to someone else and asked to be transferred to another supervisor. he said i would need to call back to get someone else different but they will say the same - capital one did nothing wrong.

Company response to consumer: Closed with explanation