Consumer complaint received 2024-03-16
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: CAPITAL ONE FINANCIAL CORPORATION (NM)

So, I applied for a Capital One Venture credit card on XX/XX/year>. The email I got after being approved said it should take 7 -10 days to arrive. 

I get an email on XX/XX/year> saying my card should arrive that day, with links to check the delivery progress. I check the mail to see if the card had arrive to find that the card is no where to be found. The link that was in the email that I was given to check on its tracking status simply take me to the my account, but there is no track option within the account to check on the delivery. 

On XX/XX/year>, I call. The agent I talked to tell me, there is no way to track the delivery of the card, yet they claim that they sent it via the post office, which always has a tracking number, but for some reason can't produce a tracking number when asked for it. I was then forced by the agent to wait until the XXXX to see if the card would arrive, because they don't want to help me or do anything. Well, the XXXX came, and again, went to look for the card, but no card was to be found. When I called on the XXXX. Now magically, they can track it, ( somewhat ), the agent say that the card arrived on the XXXX, but still can't provide me a tracking number, and oh by the way, refuse to speak to the difference in dates provided from the email to the agent. And on top of being lied to by the first agent, no one can demonstrate that the card was actually sent out. They refuse to address my complaint about being lied to. Ultimately, because each of the two agents I talked to are providing opposite messages from one another, one of these two agents is lying to me, and is most likely is lying to other customers. Well as you can imagine, I decided to escalate the matter to a supervisor. The supervisor was as pointless and useless as an escalating tool as the agents were, and was unable to provide a solution to this problem that they had caused. I was told once again to call back on XXXX, to see if a replace card can be overnight, because they need approval to correct for their mistake, and that they would advocate for me to see if they could do this. Which also turned out to be another lie. Because when I called on the XX/XX/year>, there was no advocating for it to be ship to me over night to make up for their blunder. 

So, on XX/XX/year>, I call again, to find out where the card is at, because its nowhere to be found. They tell me they shipped a new card, and its going to take another 7-10 days to arrive. When I asked them why they can't it be overnight to me or why didn't they overnighted to me, they can not tell me why, nor can they tell me what the tracking number is to this new card they allegedly are going to send out again. Despite me asking for this information several time over several calls, they will not provide me with any information. And because they refuse to help me, going to post office, which is what I did, they can not help me find out where this card is at, because they work off of tracking numbers, which they put on all packages. So, I have several agents at this point lying, saying, two card were sent out, but neither in both attempts, can they produce a tracking number. And when I tell them having a system tell you that you that you sent a card out but can not produce a tracking number does not mean that you sent it out. They refuse to accept any accountability on this. 

On that same day, magically the account, which didn't have this the day before, now has new line item display on it to allow me to track the card ( again somewhat ). Yes there is a new line item on the account, but again, no way of tracking anything. All it gives you is a message that say, if you don't get your card, to contact Capital One, which is what I been doing the last 3 days, and I still can't get an answer. Oh by the way the website with this new line item say it was sent out on the XXXX, and was to arrive on the XXXX. As you see I keep getting different response to all this. 

And if that is not bad enough, oh by the way, they acknowledge over 2 out of 3 call I placed, that what is happening to me is not normal, and that there should be a tracking number for but for some reason there is none for me specifically, and over two cards. So at this point we have established that I and I alone am being targeted, and discriminated against. 

Beyond that, they are also violating the terms of my agreement with them. I am supposed to be given 15 month 0 % APR, not 14 months. They won't even speak to this or make attempt to adjust this so I have the same rights as anyone one else. Which again, show how they like to targeted, and discriminated against only me. 

So, long story short is, no one knows anything, no one can do anything, escalating does nothing, and all three of my my complaints I have made, can't be track, and don't go anywhere, all they keep doing is apologizing for this, telling me sorry for the inconvenience yet I have no solution, and it has caused negative impact to me. In fact, I had to cancel my travel for which I had schedule on Monday the XX/XX/year>, that the card was supposed to support. 

Beyond even that, no one offered up any option to overnight, and when I asked that they do, they told me they have to get permission, which always another day down the road, and time lost. When I ask for a phone number to contact to send the invoice for damages cause to me by their stupidity, they refuse to give me that contact information. When I asked for contact information to have my lawyer reach out to them they still won't provide this information. 

As of XX/XX/year>, they haven't provide an appropriate and viable solution to this issue in the time that they needed to, therefore causing me damage. On top of that, not one of them has made any sort of effort on their part to compensate me beyond providing a solution in any shape or form. When I asked about it on the XXXX, they say they did nothing wrong and they don't do that. 

This company sucks, and I haven't even gotten the card yet to be able to use it. Everything thing they are telling me, and doing, and not doing, is why this company need to be reported, investigated, and fine for their action. Telling your customers, that it not their fault, and they didn't do anything wrong, along with all the other XXXX their pulling, is malicious and fraudulent at minimum on their part, negligent on average, and criminal at maximum.