Consumer complaint received 2024-03-03 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: SC

Complaint narrative:
on XX/XX/XXXX of this year, I logged into my Capital one and applied for a XXXX XXXX Rewards card, which came with 15 month 0 % interest APR on balance transfers. After applying I went online to complete a balance transfer, processed it, but then realized I processed it on the wrong account, called to have it cancelled. When I called, I spoke with a representative who was able to successfully process the cancellation and let me know my 0 % 15 month offer would be available in 10 days for me to complete the balance transfer then. Specifically, she told me to check back on XX/XX/XXXX to process the transfer. On XX/XX/XXXX I called back as the balance transfer option at 0 % had not posted on my account. When I called, I spoke with a Balance Transfer Support Representative who advised it sometimes takes 11 days. He assured my he saw the offer in the system and to call back Friday XX/XX/XXXX if it is not displayed. On Friday XXXX first I called back and spoke to another representative who again advised he see 's the offer on my account, and that it should be posted, but it sometimes takes 12 days. He advised to call back on Saturday if it is not posted and he would have it escalated to ensure my offer is posted and available for me to access. I then called back tonight, XX/XX/XXXX, and spoke with 3 different representatives. First I spoke with a XXXX who essentially advised it was never an offer for the card and that I was misinformed. He also advised there was no escalation and there was nothing he could do. I was understandably very angry at this point but remained calm and proceeded to call the complaints department to initiate a dispute. Upon speaking with the complaints rep, he also advised he saw I was qualified for the offer, apologized for the misinformation received by XXXX, and went further to say the 0 % interest offer on balance transfers was eligible until XX/XX/2025. I thanked him as he said he would transfer me to a representative who would assist me with the balance transfer offer. I was then transferred to another balance transfer specialist who also advised I was not qualified and there was nothing she could do. So I requested she file a formal complaint on my behalf. 

What it boils down to is the card I applied for had this offer, see attached. It appears the offers associated with my account are that of the XXXX account and not the XXXX XXXX account I applied for, but my card does say XXXX XXXX I have a great credit score and have banked with Capital one forever. I would not have applied for this card if I knew I would not get the balance transfer. When I asked the representative tonight to explain to me why Capital One rescinded the balance transfer option from my card, she advised it was never an offer available to me. Well as attached, yes, it 100 % was. All I want is Capital One to honor the 15Month 0 % APR I applied for and 100 % should have qualified for. I have now been told by 4 separate representatives that I was approved, including the disputes management team tonight. if I would have know this 10 days ago when I called I would have had time to take the necessary steps with my financials. Now, I am going to be in significant financial hardship due to Capital One representatives misinformation and misleading advertisement as apparently the card didn't come with it even though I have evidence it was supposed to. Please review the call recordings, it is very clear that they are telling me after review, I am approved. I have been a long time customer and planned to start using capital one as my primary account. If Capital One can not resolve this for a long-time customer, I will close my accounts.

Company response to consumer: Closed with explanation