Consumer complaint received 2025-06-25 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
I presented to XXXXXXXX XXXX XXXXXXXX on XX/XX/XXXX located at On XX/XX/XXXX, XXXX XXXX XXXX in XXXX XXXX, Nevada offered a promotion that if one were to apply for a credit card, purchases over {$700.00} would be interest free for 12 months. 

I applied for and received a Capital One XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. ( Notably, there was confusion in the store during the application process because I had previously reported fraud to Capital One and XXXX in XXXX when someone took out a credit card and opened a checking account without my permission. Capital One had the fraudulent DOB and email associated with my social. ) I received a confirming email with the approval. 

While in-store, I ordered the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. This was referenced by XXXX XXXX. XXXX for the total amount of {$2700.00}. The purchase was not available to take that day as it was backordered and would not ship until the end of XXXX. 

On XX/XX/XXXX, I received an email confirming that Payment Method was successfully updated. I had not updated anything. It was at this time that I learned there were XXXX Capital One cards that had been approved for me : ( XXXX ) Capital One Branded Card XXXX and ( XXXX ) Capital One Branded Card XXXX. I was unaware of XXXX cards being issued. Nonetheless, I was informed by XXXXXXXX XXXX XXXXXXXX that the Card ending in XXXX was not approved and the original card charged. They updated the information to the Card XXXX so the charge would go through. Essentially, I was told this was a system error and everything had been handled. 

On XX/XX/XXXX, I also received an email confirmation that my purchase was shipping via XXXX under tracking no. XXXX and would arrive between XX/XX/XXXX to XX/XX/XXXX. Ultimately, I received the XXXX XXXX espresso machine on XX/XX/XXXX by picking it up in store. 

I received my bills from Capital One. I made the following payments : XX/XX/XXXX {$29.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$140.00} XX/XX/XXXX {$230.00} It was after the XX/XX/XXXX payment that I noticed that the principle had not changed despite my payments totaling {$800.00}. I realized that there was interest accruing despite the fact that I had made a purchase over {$700.00} and thus, was promised 12 months interest-free. Not just any interest either, but a usuary rate of 30.24 %. 

I called XXXX XXXX XXXX. While polite, unhelpful and merely directed me to Capital One. Capital One, which has been stonewalling me, advised that only XXXX XXXX XXXX could apply the XXXX promotion. Several telephone conferences later I was assured that the matter had been escalated and the promotion would be applied. I was given XXXX XXXX. XXXX. 

I received a communication from Capital One on XX/XX/XXXX stating : were writing regarding your recent inquiry about the Promotional Terms of the above referenced Account and related to your purchase of {$2700.00} on XX/XX/XXXX. Unfortunately, we can not XXXX your request at this time. No explanation was provided. 

I called Capital One on XX/XX/XXXX to figure out what happened. I was told the promotion needed to be applied by XX/XX/XXXX. Since it was not, you can not have it applied. I pointed out that this was an internal issue that can not be placed on the consumer. I was advised to obtain proof that I really was approved for the promotion and it was implied that I was either lying or too stupid to understand interest. 

After several telephone calls and eventually an in-person store visit, I obtained the requisite proof. In fact, the proof shows that I was approved for the XXXX promotion for both cards XXXX and XXXX so that either payment should have triggered the promotion. I called Capital One with this information and the proof. I was told someone would contact me as this had once again been escalated. No one contacted me. 

On XX/XX/XXXX, I called Capital One again and asked why no one had contacted me. I was given the same assurances. However, no one contact me or allowed me to send the proof to Capital One. 

I received a correspondence dated XX/XX/XXXX stating again that my request could not be granted. On XX/XX/XXXX, I once again called Capitial One. At this time I was advised that I have NO OPTIONS because the call center can not give me an email or link to send the proof ; no other customer care numbers or departments were available ; and no other means were available for me.

Company response to consumer: Closed with explanation