Consumer complaint received 2026-02-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Credit card company forcing arbitration
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am writing to file a formal complaint against Capital One regarding a series of issues I encountered with their customer service and product offerings. I currently hold a Capital One Quicksilver credit card, but I recently received a promotional offer for a different XXXX  Capital One Savor XXXX mail. The letter included a Reservation Number ( XXXX XXXXXXXX ) and an access code ( XXXX ), indicating that I was pre-qualified for the XXXX card and outlining the benefits of this card, including higher cash back rates. The letter suggested that I was already qualified for the card and encouraged me to apply. 

After receiving the promotional offer, I called Capital One 's customer service to request a product switch from my existing Quicksilver card to the XXXX card, without the need to apply for a new line of credit. The representative informed me that their system did not allow for such a switch. Frustrated with this response, I requested to speak to a supervisor. 

When I escalated my request, I was connected to a representative named XXXX, who claimed to be a XXXX. Despite explaining that I wanted the features and benefits of the XXXX card, such as 3 % cash back ( compared to the 1.5 % offered by my Quicksilver card ), XXXX insisted that I would need to apply for a new card instead of facilitating an upgrade. I emphasized that I did not want to open an additional line of credit, but XXXX insisted that applying for a new card was the only option. 

I requested to speak to someone higher in authority or to obtain a direct contact for corporate personnel. XXXX directed me to the Capital One website and refused to provide any further assistance, claiming that no one above him was available. I also asked if there was an email or escalation process for my complaint, but he merely pointed me to their website again. 

During this interaction, I remained polite and professional in my requests. However, XXXX dismissed my concerns and stated that he had over XXXX  years of experience in banking, suggesting that I was not being serious when I raised the issue. I explicitly mentioned that other banks had faced regulatory scrutiny in the past for similar practices, but XXXX responded dismissively, stating, " go for it, '' when I mentioned that I would escalate the issue to the Consumer Financial Protection Bureau ( CFPB ). 

I am deeply disappointed by the lack of assistance, the refusal to help me obtain the benefits I was promised, and the unprofessional and dismissive attitude I encountered from XXXX. I feel that XXXX XXXX  customer service policies are misleading and not aligned with the advertised benefits, as I am being forced to apply for a new card and open an additional line of credit despite being pre-qualified for the XXXX card. 

I respectfully request the CFPBs intervention to address this issue, as XXXX XXXX  refusal to facilitate the product switch, combined with poor customer service, is causing unnecessary frustration and inconvenience.

Company response to consumer: Closed with explanation