Consumer complaint received 2019-07-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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 customer service

Complaint:
On Tuesday, XX/XX/XXXX around XXXX. I called into Capital One because I book reward travel using my accrued Capital One Venture miles on Sunday, XX/XX/XXXX redeeming XXXX miles. Screenshot is  attached. Capital One website stated travel was booked and gave me a booked confirmation code. I requested that the email be sent and as of today I didn't a confirmation email. So I called Capital One on the XX/XX/13 around XXXX and I explained my concerns to the rep who in turn warm transferred me to XXXX. The female rep you transferred me and XXXX identified XXXX as a Supervisor in Capital One Help Desk. 

I explained the XXXX the issue and how capital one 's website was reflecting my travel arrangements as booked and confirmed. XXXX looked and said it seems there was an error in our system the travel wasn't booked. I asked how is that possible when I'm signed on and the website reflects my flight reservation on XXXX XXXX for Saturday, XX/XX/XXXX as booked and confirmed and why didn't I get a communication that my reservation was canceled. So XXXX responded with I keep asking her the same question and she doesn't know if I am telling the truth. I responded so you're calling me a liar. She said she didnt call me a liar I stated you implied that I'm not telling the truth which means I'm lying. ( I have never heard of such a thing to boldly and casually call a client a liar ) So XXXX placed me on hold and came back and said, it seems there was an error and your flight wasn't booked and she can help me book another flight. I responded with no need but I need confirmation so to make sure I understood I repeated what I heard and asked her about my miles. I asked was the miles debited she said no but I told her that capital one website reflect that my miles were debited. It seems so was getting annoyed and impatient and agitated. So I asked if she could provide me with the total number of miles I had on Friday, XX/XX/XXXX because I wanted to calculate the total number of miles. She said no.. 

Since I wasnt getting no where with her I asked her how do I identify who she is when I write a complaint because I don't want my complaint to be assigned to the wrong employee. She replied with I told you at the beginning of the call that my name is XXXX and I am a Supervisor. This went on for some time. I asked how do I identify you I gave examples such employee number, employee badge or last name. She said her name is XXXX and she is a supervisor. I then ask who can I write my complaint to either by email, phone or mail. She said I came submit a complaint about her to her. I found that hard to believe and ludicrous. She policing herself. Really?? 

Long story short I had to hang up call back explain my ordeal all over again and when I advised I was making a complaint through CFPB that is when I was transferred to the escalation department. It was during that call I learned XXXX was supposed to provide me with her employee number for easy identification and I was also informed that there were no records of her in my account nor any notes. She attempted to wipe away her tracks so that it doesnt get tagged back to her because she was completely horrible and unprofessional and as a Supervisor I hope your employees does not follow her example.

Company response to consumer: Closed with explanation