Consumer complaint received 2020-02-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
Product: Credit card or prepaid 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:
Pre XX/XX/XXXX Pre credit card application Researched to the best of my knowledge and called capital credit card new application department on multiple occasion to understand the introductory promotion advertised on https : //www.capitalone.com/ ( same is advertised still on XX/XX/XXXX ) The promotions in question are : 0 % APR on purchases for 15 months and 0 % APR on balance transfer for 15moths. https : //www.capitalone.com/credit-cards/savorone-dining-rewards/ I checked with multiple new application specialists to make sure that once I am approved for the Savor One credit card, that I would get the two promotions. The agents collectively confirmed that yes, these are the promotion I would get if I am approved for the card. ( I called again XX/XX/XXXX at the time of this complaint to see if it is still the case, new application agent tells you the same thing and asks if you would like to apply today ) XX/XX/XXXX Credit card application Since it had been a few days, I checked again with the customer service agent for the promotion to make sure that the 0 % APR on purchases for 15 months and 0 % APR on balance transfer for 15moths was still available. I was confirmed that the promotion was still available once I am approved for the Savor One credit card. Instead of going through the 3rd party website, I made sure to apply from the capital one credit card application page with the said promotion advertised and clicked " apply now '' button to appy. The Application term on the application page states the same promotion. 
https : //www.capitalone.com/credit-cards/savorone-dining-rewards/ between XXXX I spoke with the existing account agents about other issues ( capital one had printed a wrong middle name on my new credit card ) and discussed about the promo 0 % APR on purchases for 15 months and 0 % APR on balance transfer casually as part of a small talk. I recall the agent telling me yea, take advantage of that offer yea about the 0 % balance transfer. I was told to give it a few days for a balance transfer as the promo doesnt quite kick in right way. I was never informed that promotion they advertised to get me sign up was not given to me after I applied for the credit card. ( I believed the 0 % offer was attached to my new credit card account. 

From XX/XX/XXXX until XX/XX/XXXX I purposely choose to spend my purchases on this new Savor Once card to take advantage of the promotion. 0 % APR on purchases for 15 months and 0 % APR on balance transfer for 15moths. I pent about {$1000.00} on the card believeing that my APR was 0 % for 15month ( as there was never any information that I was never awarded the promotinon ). 

XX/XX/XXXX Since I was told to give it a few days before I make the balance transfer I waited to make a balance transfer. On XX/XX/XXXX I called to make a balance transfer of about {$5000.00}, I was informed that I dont have any promotion on my account. that I am charged an interest of 19.74 % for purchases and balance transfer that no 0 % promo was attached to my account. the agent informed me that sometimes some people dont get the promotion. I asked what is sometimes when it is the advertised promotion to get new client to sign up for the card. To that the agent responded I dont know My call was escalated to a supervisor. She couldnt handle it so I was told to call back the next morning. I called back the next morning. Spoke with an agent, who couldnt help me so I was escalated again. the supervisor of new application came on and informed me that 1 ) he sees no promotion on my account 2 ) he doesnt know if the promotion is given to all approved new credit card customer or not 3 ) he doesnt knot the criteria if any for not getting the promo advertised. I was told he had submitted the back office investigation request that he will call me back after 5 or so days. 

XX/XX/XXXX I called again to the new application line to check what is informed. The agents confirmed that the promotion : 0 % APR on purchases for 15 months and 0 % APR on balance transfer is given to a customer once the customer is approved for the savor one credit card. 
I confirmed, that everyone who is approved today for the savor one credit card gets this promotion. The agent confirmed yes. 

My call was escalated to the escalation department senior account supervisor. She informed me that the back office investigation is actually already done and completed. She confirmed that I dont get the promotion. I explained what is advertised online, what the agents are advertising today, and that no one informed me that the promo they mentioned was not given to me. The agent went online and read through the small prints as best as she could with me and she was puzzled as well that there was no small print that she could see stating that 0 % APR on purchases for 15 months and 0 % APR on balance transfer promo MAY or MAY not be given out XX/XX/XXXX Received a call from a supervisor about my request to investigate on the promo terms. He stated " the back office came back and said that there is no promo for your account '' I asked the reason why to this he answered, " I don't know. '' I asked when anyone applies today, capital one agents will tell you " you will receive the promo '' and yet after you apply for the credit card capital one will tell you that " you didn't get it. '' To this the supervisor responded " I understand they may tell you that when you apply but you don't get it '' I asked to have someone else resolve or at least explain why the promotino is falsely advertised and why the promotion is not given in my case. The supervisor responded " There is no one else you can talk to '' I asked to speak to the back office, leagl department, customer complaint or anybody who can answer my question, but the supervisor said " there is no one above me. we dont have legal department, there is no other phone number you can call maam '' I applied for this credit card because of this promotion advertised for 0 % APR on purchases for 15 months and 0 % APR on balance transfer. I made a choice based on the promotion. There are 3 to 4 landing page within capital one credit card website and all of them states that this is the promo you get if you are apply, every single page has 0 % APR on purchases for 15 months and 0 % APR on balance transfer and apply now button. There is no small prints or discretion about it " may or may not be given out '' anywhere. Also over the phone agents confirms multiple times that you will get this 0 % APR on purchases for 15 months and 0 % APR on balance transfer if you apply and get approved for the savor one credit card today would you like to apply? 

capital one employee can not explain why the promo is advertised and no given " sometimes '' and I am left with no assistance. I question this alleged false advertisement on capital one website. If this is done intentionally, it is fraudulent. If it not done intentionally I request to have the promotion as advertise award to my account immediately before I incur unexpected interest.

Company response to consumer: Closed with explanation