Consumer complaint received 2024-09-07
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION (MS)

Today, I decided to purchase a {$890.00} XXXXXXXX XXXX XXXX XXXX XXXX XXXX from XXXX XXXX. The device was advertised at a XXXX XXXX sale price of {$690.00}. At checkout, XXXX XXXX solicited me for a credit card and advertised that I would receive a XXXX  % credit for future use at the store if approved and the card was used to make my first purchase. I clicked the link in the checkout cart, completed the application, and received approval for {$12000.00} in credit. I returned to the cart and clicked " complete '' but then received a message stating that the card information was " expired ''. I tried XXXX more times and received the same message. I then called the number provided for assistance, thinking XXXX XXXX would be happy to take my order and use the card. Instead, the sales department transferred me to XXXX at XXXX XXXX XXXX XXXX XXXX XXXX. XXXX 's user ID, per her, is XXXX. She told me that I had been approved, but she was unsure about why the card would not work. I asked her to investigate this and she eventually told me that the reason the card would not work is that I had not completed the transaction quickly enough. Looking through my emails and phone history, I deterred that I received an email from XXXX XXXX telling me I was approved for credit at XXXX XXXX. My call history shows that I then called XXXX XXXX number ( XXXX ) at XXXX. This means that XXXX minutes passed between the time they approved me and the time I called for help. She then told me that I probably clicked out of the session? I asked her to confirm if that was the reason my card was being denied and she could not confirm this. She officially did not know, but was only guessing. I did not click other windows or sessions. She then told me that I should call a XXXX XXXX store or go to XXXX and make the order. I told her that the solicitation of credit and offer of promotion for immediate use felt like bait and switch, because now my credit score has been harmed, I was approved, and XXXX XXXX is not allowing me to use the card. She told me I should just call a store. I told her I wanted her to warm transfer me to a store and explain the situation to solve my issue. She then called XXXX XXXX Customer Service, and the rep there explained to both of us that customer service could not use a " card on file '' to place an order and that my only option would be to visit a store. For the second time, XXXX and XXXX XXXX failed to honor the credit they solicited from me, and thus the promotion. They suggested that I wait until the card arrives in the mail and then come back. If I did that, the item I want to order will no longer be discounted for XXXX XXXX. 
I then cancelled the card with XXXX, and am no longer a XXXX XXXX Credit card customer. There are multiple issues here : XXXX ) XXXX XXXX is soliciting credit applications from online customers, approving customers for credit, and then refusing to accept that credit either due to a defective website OR a desire to deny promotional expenses they would incur if the promotions used to solicit credit applications were used. I consider this to be Unfair and Deceptive Acts and Practices as defined by the CFPB. XXXX ) The representatives forced to serve online customers are completely powerless to use cards solicited online? XXXX XXXX is unable to help the same customers. XXXX XXXX should cease promotion and offer of online credit as it is clearly unable and unprepared to ensure it can honor the credit it solicits or correct its own errors and defective website. XXXX ) I was transferred 3 times, and through the entire experience, no one was willing to escalate my concerns or solve my issue. Why are stores " more powerful '' and able to use credit cards that XXXX XXXX has approved, but neither customer service for credit or online orders is enabled to do this? It is illogical, and evidence of a retailer who should invest in the tools it provides its online representatives.