Consumer complaint received 2026-02-05 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: NJ

Complaint narrative:
I have been using Capital One Rewards program which incentives rewards if I use their app to make purchases. I made a purchase through the Capital One shopping app which accessed XXXX for a 3 % rewards on your purchase. This was made on XX/XX/year> at XXXX XXXX Eastern time for a total of {$2000.00} I fully read the details of the offer and what qualified as an eligible offer to receive the reward. I kept monitoring the rewards trips to see if my purchase was successful to be rewarded and it did not register the sale. I tried to contact help through the app and all I had was XXXX options in reference to my inquiry of help. The first is what is capital one shopping the second is how do I earn shopping rewards and the third was how does capital one shopping make money neither XXXX of these options lead me to any assistant or Virtual help and there is not a phone number to call about Capital one shopping. I tried their online assistant XXXX which was confused and gave me no options to connect to an agent based on the Capital one shopping so I had to contact via credit card issue. I contacted Capital one customer service directly from the number on the back of my credit card which I used for the purchase and their online phone number. After many attempts I received the same vague answer - that I have to email capital one shopping directly for assistance. I was given XXXX email address to contact which were. 
XXXX XXXX I emailed both of these email addresses and received a mailer XXXX unavailable response. So I again called customer service and explained this to every agent that I kept being transferred to and they all told me the same thing essentially well thats all I have for you sir you have to email them. I have and the email addresses are not valid. To add further frustration the rep asked me to spell out exactly how I typed the email address. He had me type letter by Letter to submit the email again while he had me on the phone. I complied and again I received the same error the email address is incorrect. So I get transferred all the way up to Capital One escalations employee named XXXX. I again had to explain th situation over again and she had nothing else to advise me to do. I asked to transfer me to someone else and she said theres no one else thats it shes at the top. So I hung up on her and attempted to file a capital one complaint. There is no email to submit a complaint as there was only a phone number to call. I called the number again explained my issue that I didnt get credit and after explaining for XXXX minutes the rep informs me that he has contacted his superior named XXXX XXXX You have to be kidding me ; I file a complaint cus she can not help me and you redirect me right back to her. I expressed my frustration I didnt want her to assist as she didnt know anything else to say to me besides sir you have to email them what part of the email doesnt work do you not understand! Well it can 90 days. No this is unacceptable you keep having me run in circles here. So I was transferred to XXXX which is another supervisor and she gave me a third email to try this time it was XXXX Which I received in response This is an automated response to let you know that this inbox is no longer monitored for new requests. To ensure your request is seen and answered as quickly as possible, please submit a new ticket using our dedicated web form here : XXXX XXXX XXXX  I went to the link and was redirected to XXXX not found. 

So the top supervisors of customer escalations gave me their best response of send my complaint to email addresses that are not in service and they could not create a ticket for me or escalate higher or even to an It issue nothing. I did more research on my own and figured it out on my own why I didnt get credit because capital one shopping isnt explicit on what categories are not covered. However I had to dig and research this on XXXX for XXXX minutes as capital one hides the facts and terms and conditions so that if you know how to read which clearly I do I wouldnt have used capital one shopping to being with as Fetch covers all XXXX sales and they dont hide the terms so deep that you just give up. Not XXXX person from customer service even thought well what did you buy sir maybe it wasnt covered as theres certain conditions. This however wouldve been nullified as it is not shown or explained anywhere on the capital one shopping app nor on the rewards offer page. I had to visit the full website using keywords strings to figure it out myself. I have attached the photos of the 3 % promotion offer and as you can see theres no fine print it says whats not included and just a link to visit. This is done on purpose and {$2000.00} sale later I get no reward and thats the ONLY reason I used this app because it said 3 % had I known it was not covered then I wouldve just used XXXX as I know they do cover these transactions and wouldve uninstalled this app which is basically just spyware, XXXX XXXX XXXX XXXX monitoring my facial expressions and shopping habits across all my digital footprint which then gets used to be sold and for advertisements. My shopping behavior is NOT for sale. I have requested all data that capital one was compiled on me as Im sure there is a lot more that gets recorded about me that what you let on. Ill expect it within the 45 days and demand you clear and scrub my details from your websites and servers and permanently never do business with capital one again!

Company response to consumer: Closed with monetary relief