Consumer complaint received 2026-02-24 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:
XXXXI am filing this complaint regarding my credit card account with Capital One Business XXXX Credit Card and the restriction of XXXX rewards points.XXXXXXXX XXXX while opening a new business, I contacted Capital One multiple times to inquire about hardship or payment plan options. I specifically asked whether enrolling in hardship would cause forfeiture or restriction of my rewards miles. Representatives could not provide a clear answer. Because of that uncertainty, I chose not to enroll in hardship and instead continued making large monthly payments between XXXX until the account was brought current.. I called on XXXX and XXXX was unable to obtain a clear answer from multiple representatives regarding the impact on my rewards balance. Because of this uncertainty, I chose not to enroll in a hardship program to avoid risking the loss of my pointsXXXXDuring this period, I continued making substantial monthly payments ranging from XXXX XXXX XXXX and ultimately brought the account current in a few monthsXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAfter bringing the account current, I then called on XXXX advising that my account is current and to unrestrict them so I can move them to my other XXXX account. The rep told me they would escalate and I should receive an email in a couple days. I never did.\n\nI then called on XXXX XXXX and again requested removal of any restrictions so that I could access or transfer my rewards points. I was then informed by a representative that I could not use the points but I could obtain a check for the point if I wanted. I did not want to do that. They said they would escalate again.XXXX XXXX XXXX I contacted Capital One to request removal of restrictions so I could use my rewards. I was told by one representative that my miles were lost. However, I could still see the full balance of XXXX miles in my account. When I stated that I could still redeem them, the representative said I could not. While on the phone, I successfully redeemed miles as a statement credit to demonstrate they were usable. The representative acknowledged that I was able to redeem them. I asked her to release the check to me and she told me she could not. She told me she would escalate again to managers that again never responded to me. XXXXShortly after, I was informed that Capital One could not issue or process the approximately XXXX statement credit associated with that redemption. The credit is now effectively frozen or unresolved.XXXX subsequently closed the account after being told my miles were lost and/or unusable, which influenced my decision. I was never formally enrolled in hardship, and I was never clearly informed that miles would be restricted or forfeited.\n\nI called again XXXX and the person apologized for all the conflicting information and wrote to the "managers" again to try to get the account reopened and the points reinstated so I can move them to my venture account. I still have not heard back. \n\nMy concerns are:XXXX was given inaccurate information that my miles were lost\nI relied on that representation in deciding to redeem and close the account\nThe redeemed XXXX credit is now being withheld\nCapital One has provided inconsistent explanations\n\nI am requesting:\nImmediate reinstatement of my account\nImmediate restoration of full access to my XXXX rewards points based on inaccurate information from the representative that they were lostXXXXWritten clarification of Capital Ones rewards forfeiture and restriction policies\n\nConfirmation of whether any rewards were improperly restricted prior to account closure\n\nI have documentation and account history available upon request.'

Company response to consumer: Closed with explanation