Consumer complaint received 2023-09-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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 XX/XX/XXXX, I went to Capital One 's pre-approval website to see what kind of credit card they would offer me. I did this on other lenders sites around the same time to compare offers. I was able to accept the offer with a credit limit of {$3000.00} and from my memory I was offered a 0 % APR introductory period of 12 months. 

My understanding was that I would not begin being assesed interest until exactly one year from the date of my account creation. On XX/XX/XXXX, I was assessed an interest charge of {$75.00}, which came as a major shock ( I had never received an interest charge on the account before this date, despite carrying a balance on the card every month ). I contacted their customer service as soon as I noticed the charge on XX/XX/XXXX. I spoke with one representative who informed me that she did not have access to view the information of what my introductory offer was. This representative was able to confirm my account opening date of XX/XX/XXXX. I requested to speak with a supervisor due to the fact that the front-line associate did not have the information I needed to be able to resolve my concern. 

I then reached a supervisor by the name of XXXX ( spelling may be different ). We had a friendly conversation where I again, voiced my concern and was met with many policies and procedures that would not resolve my concern in what most people would consider a timely manner. The recurring point that XXXX made, despite my adamant nature to get this resolved, was that I could request my customer agreement ( which she said would have the introductory offer within this document ) from Capital One. She stated that it would take up to 30 days to produce the document and that I should allow up to an additional 10 days for the standard mailing times. My thoughts at this point were there was no way for me to resolve this before another interest charge and by that point the offer would have ended on XX/XX/XXXX... I also asked XXXX if she would be able to refund the interest charge, she stated that there were many factors that prevented her from refunding the charge in question. When I asked what the factors were, she informed me that it was against Capital One policy to disclose that information to clients. 

My biggest concerns here are that the initial agreement was not upheld. Then, when I tried to resolve this initial concern, that I was met with tremendous pushback and the customer service associates could not even publish or find the information needed that they should have to resolve this. It was then put on me to make requests for the initial agreement and investigate further. It should not be my job as the consumer to investigate and produce proof of what should already be recorded in their system. The information should also be readily available for their customer service reps to resolve these types of concerns. 

This situation was dishonest and unprofessional on Capital One 's part and no consumer should have to be put through this.

Company response to consumer: Closed with explanation