Consumer complaint received 2023-06-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/2023 I purchased a couch from XXXX XXXX in XXXX XXXX, CA. I was informed that if I applied and was approved for a Capitol One XXXX XXXX credit card, I could choose between either 10 % cash back or 0 % APR special financing on any purchases made within the first 30 ( this number I'm not certain on, it may be more ) days of opening the card. For this purchase, I opted for XXXX points. The couch was {$2800.00}. This should have earned me {$280.00} cash back. 

On XX/XX/2023, I decided I wanted to purchase an espresso machine and I opted to take advantage of the 0 % APR special financing. I purchased the espresso machine from XXXX XXXX in XXXX XXXX, CA. The sales rep there confirmed that I would receive the 0 % APR special financing on my {$910.00} purchase. 

On XX/XX/XXXX, I decided it was time to utilize my cash back. I logged in to my Capital One account to find I had not earned any cash back. I called Capital One customer support, and it was confirmed that I had in fact not received the cash back from the purchase of the couch on XX/XX/XXXX. Upon hearing this, I asked that the representative confirm whether or not the 0 % APR was activated on the XX/XX/XXXX purchase. They confirmed that the special financing promotion was not activated either. 

I was directed to the XXXX XXXX customer service phone line. The rep there told me that I had to go to the store that I made the purchases from because they only handle online purchases. 

On XX/XX/XXXX, I drove XXXX back to XXXX XXXX XXXX visit both stores. The employees at XXXX XXXX ( including the store XXXX ) informed me that they would be able to file a claim that would most likely result in me getting my cash back, but told me that I would still need to go to XXXX XXXX to fix the 0 % APR issue. They told me that they would call me that following Friday, XX/XX/XXXX. 

When I got to XXXX XXXX and explained my situation, they told me that any issues with 0 % APR would need to be handled with Capital One directly. Not wanting to waste another trip, I called Capital One while I was in the store. The customer service rep told me that my case that I opened with them had still not been completed. Since nothing more could be done, I went back home. 

As of today, XX/XX/XXXX, I had not received a call back from XXXX XXXX or a call back from Capital One. I decided to call XXXX XXXX first around XXXX, at which point I was informed neither employee who helped me was available, but one of them would be there at noon. I called Capital One in the meantime and was informed that my request to have the 0 % APR applied to my purchase was DENIED. At this point I asked to speak to a supervisor. When I asked why the purchase was ineligible, I was told by the supervisor that those details were proprietary information and that they wouldn't reveal anything further unless they received a court-ordered subpoena, and then blamed me for not noticing within 60 days of purchase. This was as far as I could go with Capital One. 

By the end of the call it was XXXX. I called XXXX XXXX  back and was informed that the employee who was supposed to be helping me had now called off. The sales rep assured me that they would text the other rep to see if she had any information. She told me regardless of the outcome of those texts, she would call me back and give me an update. It is now XXXX and I have yet to receive a call back. 

As far as I am concerned, this is now a legal matter. I was lied to and tricked into opening a credit card that I would not have opened, had I known that I wouldn't be receiving the welcome offers. I also would not have purchased the espresso machine on XX/XX/XXXX without the 0 % APR offer. Stay away from XXXX XXXX  ( and all associated brands ) and stay away from Capital One. They are dishonest actors.

Company response to consumer: Closed with explanation