Consumer complaint received 2025-08-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO

Complaint narrative:
I recently redeemedmiles earned to partiallycover the expense of a flight booked through Capital One XXXX. Unfortunately, the out of pocket portion was more than it should have been, because Capital One failed to award miles for a promotionalpurchase made through the Capital One website. Capital One has since unjustifiably refused to honor the promotion. Therefore, I need your assistance in holding Capital One accountable to their promotionalbonus miles offer with the following resolution : 1 : Post the appropriate miles ( XXXX XXXX XXXX XXXX XXXXXXXX ) to my account 2 : Make a retroactive adjustment to my flight purchase by applying these miles and posting a refund to my account for the overpaid amount. 

On XX/XX/XXXX I entered theXXXX XXXXXXXX website and clicked through a shopping promotional offer for XXXX XXXX ( see screenshot of record ) like the one shown in the example offer screenshot. Please note that at the time, the promotion stated " XXXX miles '', as is frequently offered. I completed the purchase the same day a few minutesbefore XXXX XXXX  ( see screenshot and email ). I followed up by calling Capital One ( see call log screenshot ) to confirm that the purchase was made successfully and met the criteria to receive the promotional mileage bonus. I was given assurance and told it may take up to three months for themiles to reflect on my account. 

On XX/XX/XXXX I called Capital One ( see call log screenshot ) and requested the bonus mile be posted to my account. I spoke with a XXXX. XXXX " Mo '', who told me that the purchase didn't qualify, because it wasn't completed within XXXX hrs of clicking through the promotion. This has already been established as inaccurate.Nevertheless, she stated that the purchase was completed XX/XX/XXXX, which is how it reflects on my statement.Moreover, at no point in the process does Capital One state any time stipulations ( see screenshot of offer example and of terms at the bottom of the page ). 

As a consumer, I have no control over when the retailer submits a charge or when the credit card company posts it to the account. Generally, credit card companies do not post charges the day they are executed. Regardless, the Capital One representative was able to see the activity on XX/XX/XXXX immediately after purchase. This is either a hiccup in the back-end operations between Capital One and its promotional partners or a design flaw unfairly denying numerous Capital One customers of miles rightfully earned. 

I completed the purchase through the intended process and fulfilled all of my duties as a consumer. However, Capital One has not honored their advertised promotion or taken accountability for any logistical failures on their end or between them and their partners. Furthermore, Capital One has refused to make any reconciliationefforts. 

Thank you for your assistance in this matter.

Company response to consumer: Closed with monetary relief