Consumer complaint received 2025-03-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK

Complaint narrative:
To whom it may concern, I have used " Capital One Shopping '' since late XXXX. Capital One Shopping is a cash back website that can be used when making purchases from various retailers. And from what I can guess, they also earn a commission for shopping through their links. 

I used their service last XXXX and XXXX, making purchases for the holiday season. I accumulated just over {$13000.00} in " rewards ''. There was no foul play anywhere and I used their service by the book. The service they advertise. 

They don't immediately provide your cash back after a purchase is made. Cash back is added some time after the order is confirmed with the merchant AND the return period for your order has passed. So any and all confirmed and available rewards had been vetted and confirmed by Capital One Shopping and the merchant. I don't remember all of the details because they have essentially deleted my account, but I believe the last purchase showing was XX/XX/XXXX. 

I waited 2 and a half months to receive the rewards that they advertised to me. The entire process was running fine with no issues. The rewards were added to my available balance on the dates they estimated ( after confirmation with the merchant and return period passed ). My total confirmed and available balance as of yesterday was just over {$13000.00}. This balance being " available '' is very important, because this was amount was no longer pending. This balance was immediately available for me to redeem, which was essentially a bank account balance. 

Customers can only redeem their rewards for gift cards through Capital One Shopping. So on XX/XX/XXXX I decided I would like to redeem a portion of my rewards towards a {$2000.00} XXXX XXXX XXXX XXXX which was the max $ amount they had set. The order was placed for the gift card and the confirmation screen showed I would receive it within 24-72 hours. 

Upon checking this morning ( XX/XX/XXXX ), I could not sign into my account at all. Both my email and password for my account is saved into my computer and autofilled. But Capital One Shopping continued to say " invalid email or password ''. So I said okay, I will attempt to reset my password then. I entered my email to reset my password, did not receive a reset password email. I attempted to use their " Email me a sign in link '' option. Also didn't receive that email. I attempted both of those options multiple times. Checked every folder including spam, never received an email for anything. I also did not receive any sort of notification regarding my account. I have not been contacted by Capital One Shopping in any facet. 

I have emailed their only form of contact listed on their website on XX/XX/XXXX ( XXXX ). Though I won't hold my breath. Upon researching the internet to try and fix this issue myself, I see many people online sharing identical stories. Capital One simply denying customers their balance once it's available. 

So it seems Capital One Shopping has deleted my account with no contact, warning, or conversation. I have tried every single option to sign in or get back into my account. All avenues show that it no longer exists. All coincidentally after I submit my order for a gift card using my *available* balance. I'm not sure if merchants pay Capital One Shopping. But if do, they essentially just manipulated me into using their service by advertising cash back, receiving commissions for purchases I made, and kept the money I earned from my purchases. Capital one has stolen {$13000.00} from me.

Company response to consumer: Closed with explanation