Consumer complaint received 2016-01-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Advertising and marketing

Complaint:
I signed up for the Capital One XXXX rewards card with the intention of using this card for its travel benefits. Knowing I would be able to spend the {$3000.00} in the first three months required to obtain a XXXX mile reward, I applied and was accepted. I applied for the card and was accepted the beginning of XXXX 2015, and was given a 7 - 10 day estimate to when my new card would be delivered. It never came, I called it in XXXX XXXX, 2015 when it had not arrived after 14 days and was told they were sorry that the card was actually never shipped to begin with. They promised to expedite ship my card to me then, and that it would be at my address within 3 days time. It was not. I called again, this new representative looked at her system and stated that the card I was supposed to have expedited to me was also not ever in the mail. The previous rep had just taken down notes but never began the process of issuing a card to me. By this time, it is now a week into XXXX 2015. I finally get my card in the mail two weeks into XXXX, and call in to ask what can be done about the fact that I was supposed to have three months to spend {$3000.00}, but I will of had the card for only a month and a half. I was told to use the card as normal and that I would get a call back before the time period was up to discuss it further. XXXX XXXX XXXX XXXX had told me that shw would take care of it, and that I should n't worry. I would be treated fairly. I proceeded to use the card, and called in when my time was running near, this is at end of XXXX. 

The rep that answered says that XXXX is not available but that she would have her give me a call back. She did n't. I call again after another week of no response. Only to have someone tell me that I could possibly get an extention on the time frame needed for the rewards bonus. But that I would need to wait for a response from her as she was supposedly a manager and this particular rep did not have that kidn of authority. I NEVER GET A CALL. I am just told " you should get a call withing 7 -- 10 days from someone to help resolve this issue, we apologize for any inconvenience ''. I wait, and wait. Then wait some more. Nothing - for months. How can one make progress when the customer is the only XXXX showing initiative to reach out to resolve an issue, and the issuer does not even comply to their own statement of giving a simple call back? 

Enough was enough, I called XXXX last time, and was told that there is no record of anyone talking my calls and that they are sorry that there was nothing they can do from then on. I recorded times, dates, and employee numbers during this time. Yes, there is a record of calls made. the contract I signed when I was accepted for the card says THREE MONTHS to spend {$3000.00}, and I was given only HALF the time. Not once, did I ever receive a call that was promised to me. Not even once. 

Also, the automatic payments continues to charge my old bank account to pay off balances, even when I have deleted my old bank and inserted my new bank information. Glitchy webpages have made my old account overdraft by using the wrong source of payment.

Company response to consumer: Closed with explanation