Consumer complaint received 2024-10-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
XXXX RE : Capital One Rewards Fraud Case Case Causation : I cashed out my Rewards points in the form of a check. It was done online through my account, where the option is to redeem rewards in cash by check. They were to mail the check to my home address which is the only address they have ever had for me. Total amount for the request is for {$2100.00}, which I have been saving up for many years for a special occasion. 

Phone Log starting XX/XX/year> XX/XX/year> I made contact for status on my rewards check since I did not receive it before the trip I had planned in XXXX. They said it has been mailed but they can not track it. They told me to give it a few more weeks. At that time they could see the rewards cash check amount. 

XX/XX/year> I made contact on status and she said it can take more than XXXX weeks and to wait and reach back out in a couple weeks. At that time they could see the rewards cash check amount. 

XX/XX/year> I made contact and was told the check must have been lost and that they will issue a new check. She read the amount back to me so she confirmed the check had been requested online to claim me rewards. She said it will take another XXXX weeks to process through their accounting department. Severe disappointment as this was to fund my second summer trip which was planned based on having these funds. 

XX/XX/year> I made contact and was told the same story, it will take up to XXXX weeks but was assured it is in process or mailed already. She confirmed the rewards and said to wait. 

XX/XX/year> I made contact and requested the XXXX. They connected me to XXXX the senior supervisor in the XXXX, Florida office ID # -- XXXX. I told XXXX the story and stated I cant even see the original rewards, it disappeared on the web page. So now I am very nervous. He responded he can not see them either. He stated they only have access to XXXX months. He sympathized with me and said his only option is to escalate it to the rewards investigation department. He noted he will put a detailed accounting and mark it as high priority due to the high dollar amount and the fact I have waited all summer ( which is what this money was to be used for ). He created a case file and provided the case # XXXX # # #. ( leaving out last XXXX digits for personal protection ). He said you have to answer the phone when they call or they XXXX just cancel your case, so keep your phone on you at all times and answer every XXXX call ( great just what I need ). He said they will call in XXXX business days with a determination. Determination of what I am thinking?? Its my money your holding XXXX. 

Still to this date I have received no money, phone call or any correspondence explaining this fraud to me. So my last resort is to file with BBB and other agencies as well as document my case on line through social media etc. Its a lot of money and double that the principal that I have had to go through this to claim my rewards I worked so hard for over many many years. It ruined my summer. 

The attachments prove my funds were there and then just gone. They would never ever ever be able to prove that I used or received any of these rewards in any way shape or form. This does not represent every phone call, just the ones I had notes on. Several more were placed. 





Sincerely, Rewards XXXX Victim

Company response to consumer: Closed with explanation