Consumer complaint received 2024-10-12 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:
On XX/XX/year>, I took advantage of a Capital One Offer promotion to receive 4 % cash back on an XXXX purchase. I ensured the purchase met all the terms and conditions, with no exclusions. The item, a Buy it Now purchase, cost {$4900.00}. Within two days, the transaction was posted as pending on the Capital One Shopping Trips portal.

I always take screenshots of each step for evidence. Once the transaction was listed as pending, I knew it was just a matter of time before the credit was posted, typically within 2-3 billing cycles. I waited patiently until XXXX. 

In XXXX, I noticed the credit had not been posted. Checking the website, I was shocked to find that Capital One had removed the transaction and replaced it with another purchase from XX/XX/XXXX. There was no explanation. It seemed an update of the Capital One portal between XXXX and XXXX caused the error. 

Previously, I had a transaction canceled, but never one that disappeared. I had filed a CFPB complaint before and was reimbursed. I documented everything again with screenshots. 

On XX/XX/year>, I called Capital One at ( XXXX ) XXXX. I spoke with a representative and her supervisor for over an hour. They tried to help but could not access the offer language from when the transaction was made. I explained the transaction had disappeared due to a system error.

They suggested the item might be excluded based on updated exclusion language, which was different from when I made the purchase. I clarified that the language they were reading was NOT the language I was provided when I purchased the item. I also cited other identical items I bought at the same time, which Capital One did not exclude and showed as pending or credited.

The call ended with the representative helping with some of my other pending items ( not the one that is the subject of this complaint ), but they were unable to address the missing {$4900.00} transaction.

I reviewed the terms and conditions and confirmed no exclusions applied. I requested the {$190.00} credit ( 4 % of {$4900.00} ). I offered to provide evidence, including screenshots and the XXXX invoice, but they said it was against their protocol. They could not confirm the offer terms at the time of purchase. 

Capital One refused to accept my evidence, including their own portal page confirming the item qualified for 4 % cash back. They also refused my XXXX documentation showing the item was not canceled or returned. Indeed, the refusal was for their VERY OWN shopping portal page which confirmed the item qualified for 4 % cash back/credit, and that I would receive it in 2-3 billing cycles. They also refused to accept my documentation from XXXX that I never canceled or returned the item. This conduct is fraudulent, illusory, and clear evidence of false advertising. Capital One can not change the terms of an offer after the fact and apply it retroactively. They did not offer me the opportunity to substantiate or send evidence/screenshots of my claim for the 4 % cashback. Accordingly, I had no choice but to file this CFPB Complaint.

Company response to consumer: Closed with explanation