Consumer complaint received 2022-10-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
On XX/XX/XXXX, I spent multiple hours on the phone with both Capital One and XXXX trying to file an extended warranty claim. This benefit is provided through XXXX but Capital One is the issuer that must add the benefits to their credit card holder 's accounts. 

In XXXX, when I applied for the Capital One Quicksilver One card, I received an exhaustive list of benefits that were provided with this card. I still have this booklet. One of those protections is the XXXX XXXX XXXX. 

I went to XXXX to file a claim under this benefit when I realized the manufacturer 's warranty had just expired, but I remembered that I had made the purchase entirely on my Capital One credit card and that the extended warranty was one of the benefits. I went and retrieved the benefits book that Capital One sent to me in XXXX with my very first credit card. 

Upon trying to file the said claim, I was advised to contact my issuing financial institution as they could not verify my coverage for the said benefit at the time of purchase. 

I contacted Capital One who proceeded to inform me that when my credit card was a XXXX XXXX, I only had one benefit available, that being ID XXXX XXXX. Then, please explain to me how I have in my possession a booklet that explains all the benefits available to me when I got this card from Capital One in XXXX. 

Capital One, in XXXX, just upgraded my card from a XXXX XXXX to a XXXX XXXX XXXX, and all of a sudden, all the same benefits that I had on the XXXX XXXXXXXX, are showing as being available on the XXXX XXXX  XXXX. 

I was always advised by Capital One that I pay an annual fee of {$39.00} for the benefits that this card provides. Which, should be everything in the booklet, as well as 1.5 % Cashback. Paying {$39.00} a year for just 1.5 % cash back, that is hardly worth it. 

XXXX is showing on their side that on XX/XX/XXXX, somewhere around the date that this account was initially opened, the benefits were available. However, Capital One is not. I have tried to obtain the information from Capital One as to when these benefits got removed, as they are the card issuer and have the responsibility of adding and removing the extra protections and benefits that are offered by XXXX. 

If it is true, that this credit card only had one benefit available for years, I want my annual fee refunded for the last four years, as well as a different credit card offered through them that would upgrade this card to a no-annual-fee card. 

I have been silently paying this fee for years as it is my oldest credit card. As of XXXX, I have a XXXX to XXXX vantage XXXX score. I have a loan for a brand-new car financed through XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, without a cosigner. I have two other credit cards that I pay no annual fee for and they have a much higher credit limit. So, with the score that I have, please tell me why Capital One is holding my oldest credit line XXXX, continuing to make me pay {$39.00} a year for this card, with no added benefits. They know that I will not cancel my oldest credit account as that will severely impact my credit score leading to a lower average time of credit, as well as, the amount of credit available. Both of which weigh heavily on the score that is generated. 

Instead of upgrading my XXXX XXXX, Capital One made an offer of pre-approval for the XXXX XXXX XXXX. The application was approved for a new line of credit. If you'll offer me an entirely new line of credit, extending me more money, then why not upgrade my current account to a new card with no fees? 

XXXX completed its investigation concerning my claim for the extended warranty benefit coverage, and I was advised that when I received the card in XXXX, the benefit was available on my XXXX XXXX. I was also notified that the benefits were removed on XX/XX/XXXX. And yet Capital One is telling me that they sent mass notices out to all the XXXX XXXX account holders notifying them that the benefits were going to be removed on XX/XX/XXXX. There is a 10-month difference between those dates. No notice was ever received explaining that the benefits were going to be removed from this account. 

I want Capital One to reimburse me for my time spent on hold between both XXXX and Capital One. At the present moment, the total time between the two companies is about 18 hours. My current pay rate is XXXX XXXX XXXX Capital One should be held liable for the lack of benefit ( s ) coverage when I made the purchase fully believing that I had the Extended Warranty Benefit Coverage offered by XXXX. Otherwise, I would have placed the purchase on a credit card that has the coverage available. 

This type of switch is just unacceptable. 

Any help you can provide concerning said matter would be greatly appreciated. Thank you. 

XXXX XXXX

Company response to consumer: Closed with monetary relief