Consumer complaint received 2025-06-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Dear Executive Resolutions Team, I am writing to formally express my concern regarding my recent interaction with XXXX ( ID : XXXX ). During our conversation, I felt that I was being taken for granted. XXXX was dismissive, did not allow me to fully explain my side of the issue, and closed the case unilaterally without proper resolution. 

When I requested to escalate the matter, she refused, stating that she is the final authority and that her decision is not open for review. I believe this is not in line with your organizations commitment to fair and respectful customer service. 

I would appreciate it if this matter could be reviewed by a higher authority. I am requesting a fair re-evaluation of my case and appropriate action regarding the handling of this situation. 

Looking forward to your prompt response. 

My issue summary : I am writing to escalate an unresolved issue regarding my Capital One Venture Rewards credit card and to respectfully request a reversal of the annual membership fee due to inaccurate information that led to my decision to apply for the card. 

I have been a XXXX XXXX XXXX card holder for the past 8 years and travel frequently between XXXX XXXXXXXX XXXX XXXX XXXX  and XXXX XXXX XXXX XXXX XXXX XXXX to 4 times a month. I noticed that one of the lounges in XXXX Terminal XXXX listed Priority Pass access via Capital One, which XXXX XXXX did not support. After comparing options including XXXX, XXXX, and Capital One I applied for the Venture Rewards card specifically for this benefit, assuming it would include access to that lounge. 

After receiving my card, I visited the lounge only to be told that Capital One Venture Personal cards are not accepted, only Venture Business cards are. I then verified this with Priority Pass, which confirmed the same. I immediately contacted Capital One customer service and raised the issue ( Case # XXXX, XX/XX/year> ). I also asked whether I could receive an annual fee refund if I closed the card, and was informed that I had 40 days from the date the fee was charged.

Since the case escalated, I refrained from closing the account immediately, awaiting a resolution. 2 weeks later, a representative named XXXX ( ID : XXXX ) contacted me, but she appeared unfamiliar with the issue. Eventually, she informed me that no refund could be issued since I had surpassed the 40-day period.

To be clear, had I not trusted Capital Ones assurance that my case was under review, I would have closed the card the same day and received the refund. The only reason I waited was due to the case escalation and the belief that a fair resolution would be provided. 

I applied for the card solely based on the advertised lounge benefit, which turned out to be inapplicable. I feel this was a material misrepresentation, and the inability to refund the annual fee due to an internal delay in resolving the case is both unfair and disappointing. 

I respectfully request the reversal of the annual membership fee charged to my account. I would also appreciate a written acknowledgment of this concern and a resolution at your earliest convenience. 

Thank you for your time and understanding. 

I appreciate your early response Regards XXXX

Company response to consumer: Closed with explanation