Consumer complaint received 2026-01-28 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: UT

Complaint narrative:
I am filing a complaint regarding Capital Ones handling of my credit card account and the resulting loss of a promised welcome bonus due to actions out of my control. 
I was approved for a Capital One credit card that included a welcome bonus contingent on meeting a minimum spending requirement within a specified time period. Shortly after my account was opened, Capital One locked and restricted my account, preventing me from using the card for now over a month. 

I believe Capital One stated the restriction was due to an income verification review and required submission of my last three bank statements. At the time, I could not fulfill this requirement, as I had just started my first real job and didnt yet have any statements available. I informed Capital One of this and complied as soon as I had the documentation. 

Despite the account being unusable during this time, through no fault of my own, Capital One allowed the welcome bonus eligibility window to continue running, making it quite impossible for me to meet the spending requirement. I have been in contact with Capital One on and off for about 2 months now. Today I finally have off from work, so I was able to call them at a time when they will answer the phone. I contacted Capital One to request a reasonable solution, such as possibly resetting the bonus period or applying a manual adjustment, I was explicitly told that no solution would be offered. When I expressed my disappointment and mentioned my next step would be to lodge a complaint with the CFPB and possibly look into alternative card options I was simply told thats your prerogative. I was absolutely shocked to say the least, as I work in customer care and guest relations and would never allow such a transaction with a client to occur. While I completely understand Capital One cant make everyone happy all the time, I am frustrated and disappointed that I was dismissed so easily without so much as a lets see what we can do for you or lets come up with a solution together. I spoke with a supervisor named XXXX I believe ; as someone in a higher level management position, I would expect more experience on how to handle such situations as well as a better personal approach rather than outright resignation. 
Capital Ones actions effectively deprived me of a promotional benefit that was a material factor in opening the account, while restricting my ability to use the card and meet the stated terms. This outcome is procedurally unfair and inconsistent with reasonable consumer expectations. 

I am requesting that Capital One either : reinstate or reset the welcome bonus eligibility period, or apply the equivalent bonus value as a one-time adjustment or statement credit. 

I am seeking a fair resolution based on the fact that Capital Ones account restrictions directly caused my inability to qualify for the advertised bonus. 

Thank you for taking my complaint and request. I hope to hear back soon. Have a good day.

Company response to consumer: Closed with non-monetary relief