Consumer complaint received 2023-01-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
I have a Capital One Venture X card that was enrolled in XXXX XXXX and registered in time for the {$200.00} vacation rental credit. I have included in the T & C for the benefit as part of the Venture X program. 

I made a transaction on XX/XX/XXXX with XXXX for the amount of {$600.00} that qualifies for a {$200.00} credit. It states that transactions should appear within 1-7 business days but may extend to 2 billing cycles. Back in XXXX when my 2nd billing cycle was posted and due on XX/XX/XXXX, the {$200.00} credit did not show up, so i reached out to Capital One customer service to inquire why it has not showed up. I have made several attempts to resolve this. Here are some quick summaries of the call with no resolution and no help. 

1st Call Around early XXXX : Checked on status as it was past 1st billing cycle, advised to be patient, it'll come. 
2nd Call in late XXXX : Advised Customer Service my 2nd billing posted and i do not see the credit. They acknowledged and open up a case. They said it would take up to 10 days to resolve this case. 
3rd Call End of XXXX as it approached the 10 days, said give us time as the holidays do not count as part of the 10 days. 
4th Call in early XXXX ( passed the 10 days ), they advised to give them 1-2 more days for a response as they are possibly back-logged. 
5th Call ( as 12-13 days passed ), they advised no update but there is a case manager assigned to review tomorrow. 
6th Call ( as 14-15 days passed ), no updates and told me to be patient. This post usually takes up to 3 billing cycle, which is NOT consistent with the XXXX XXXX XXXX. 
7th Call ( as 17-18 days passed ), told me they have no update and there's nothing they can do. They then advised XXXX has to provide the credit so they can not do anything. ( Meaning opening up a case was pointless they can't take any action to a program benefit that has explicit T & Cs ). They again changed the narrative that 1-2 billing cycle means 8 weeks after the transaction ( which is not true because each transaction does not create a new billing cycle window, this is clearly defined when my billing start date begins and ends ). The Customer service kept repeating i can't help you. 

The calls are getting more and more frustrating as I follow-up based on their advice and there has been no action or resolution. As time passes by, there are more excuses and deviation from the actual T & C stated with this credit card. This is a benefit that the transaction qualifies for and it is noted in a popular forum XXXX, many other people having the same issue : XXXX XXXX XXXX 

" 1 Eligible Venture X accountholders will receive a statement credit for up to {$200.00} for qualifying vacation rental purchases. Purchases must be charged to your account and appear in your account statement within your first year as a cardholder to qualify. The {$200.00} statement credit will be provided as a single credit if the purchase is greater than or equal to {$200.00}, or in multiple statement credits until the total vacation rental purchases are greater than or equal to {$200.00}. If the credited vacation rental purchase is canceled, the statement credit may be removed from your account, though it can be reissued on any past or future vacation rental purchases up to {$200.00}. The credit should appear in your account within 1-7 business days, but it may take up to 2 billing cycles after purchase... ''

Company response to consumer: Closed with monetary relief