Consumer complaint received 2017-06-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Didn't receive services that were advertised

Complaint:
I have two accounts with Capital One MasterCard. My first account-Platinum MasterCard was opened on XXXX and I currently have a credit limit of {$5500.00}. My second account-Captial One QuickSilver was opened recently on XXXX with a {$10000.00} credit limit. Approximately, on about the early week of XXXX XXXX, I received a promotional offer for transfer balance or purchase ( checks included in the offer ) with 36 months for 5.99 APR from Capital One. I even called Capital One to verify that it was an actual promotion. I was excited and not paying much attention to details, I went ahead and deposited a check to my personal checking account for {$8500.00}. Within two days, my bank released all the funds of XXXX and I thought everything went through, so I used the money and paid some debts. When the check reached Capital One, it was declined for lack of funds. Capital One NEVER call me to verify or inform me of the transaction. I found out by accident when I was online checking my personal bank account and found out that the {$8500.00} I deposited now has been rescinded from my account. At this point, I was negative {$5500.00} and I was panicking and began calling Capital One and my bank, probably somewhere about XXXX XXXX, XXXX. After calling Capital One and my bank, I found out that the promotion was only my first Capital One account, which I only have {$5500.00} credit limit and I had written a check for {$8500.00}. I explained the whole situation to my bank and I was told I needed to contact Captial One. In the end, my bank-XXXX XXXXXXXX XXXX charged me a {$12.00} fee for the Return Check, 3 separate Overdraft Fees of XXXX ( total- {$88.00} ), which after hearing my situation, my bank has agreed to rescind the 3 Overdraft Fees. I had to move and shuffled the little funds I have in order to cover my expenses for the months of XXXX and XXXX, due to the problem caused and started with Capital One. When I called Capital One for help, on about XXXX XXXX, the customer service representative was very friendly and offered me several options. I made it very clear that my personal finance was in serious jeopardy and I needed a resolution asap. I requested that Captial One honored its promotional and send me another check for {$8500.00} with the same terms, for sending me a confusing promotion and has caused me a great deal of hardship. I also spoke to a supervisor and he repeated everything I explained and the terms I was requesting back to me. I was then told then he would contact me in " 48 Hours '' upon hearing from the " Escalated Group, '' to update me on my request. Just be clear, to this day, I have not heard from this particular supervisor. Since the first time I called Capital One, I have called back 3-4 times, trying to follow up, and each time, I was given excuses and no one seems to know what to do or help. I again, requested that the supervisor whom I spoke with the first time, calls me back, gave all my contacts, and again to this day ( today is XXXX XXXX, XXXX ), I still have n't heard from Captial One. I realized it was my own mistake for not paying close attention to all the details on the promotion I received in the mail. I have two accounts, which caused the confusion. I have paid a great price of financial consequences for it. However, I believe Capital One started all this and then turned its back on me when I needed their help. I believe there are many options that Capital One could have done to save me all the trouble. The many questions I have is WHY wo n't they at least communicate with me the moment they see that something is not right. WHY after I attempted in all good faith, trying to resolve the matter, Capital One continues to avoid and refused to follow with me. Why ca n't Capital One its terms? Please help me. Sincerely, XXXX XXXX XXXX XXXX XXXXXXXXXXXX

Company response to consumer: Closed with explanation