Consumer complaint received 2025-03-06 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: CA

Complaint narrative:
Subject : Misleading Approval Process, Incomplete Complaint Documentation, and Lack of Resolution for Capital One VentureOne Card Promotional Offer Complaint Details : I applied for the Capital One VentureOne card in XX/XX/XXXX based on a promotional offer of XXXX bonus miles for spending {$500.00} within the first three months. I met this spending requirement by XX/XX/XXXX. However, when I called Capital One customer service on XX/XX/XXXX, to inquire about the bonus miles, I was informed by the representative that the promotional offer had expired in XX/XX/XXXX. 

I expressed confusion, as the Capital One website still displayed the offer as active. Instead of addressing my concern, the representative repeatedly explained the standard reward accumulation rate on my account, failing to clarify the discrepancy about the promotion. 

When I insisted on further clarification, I was transferred to a supervisor. The supervisor informed me that I had been approved for a different version of the VentureOne card that was ineligible for the promotional offer. She stated that this decision was made based on my credit at the time of application. 

Key Issues : 1. Incomplete and Misleading Complaint Documentation : I requested that the supervisor file a complaint about my experience. However, when I asked what was documented, I was told that the complaint only stated that I inquired about the promotional miles and was informed I had the wrong card for the offer. 
This version of the complaint completely omitted a critical part of my issuethat I was misled into believing I was applying for a card eligible for the promotional offer and was not informed of the card switch during the approval process. 
Additionally, the complaint did not include the fact that the first representative provided false information about the expiration date of the promotion, which directly prompted me to escalate the call. 
2. Lack of Transparency : At no point during the approval process was it made clear that I was being approved for a different card without the promotional offer. The terms of approval did not explicitly state that the card I received would not qualify for the bonus miles, which I believe is misleading. 
3. Conflicting Information : The first customer service representative incorrectly stated that the offer expired in XX/XX/XXXX, which was false according to the information on Capital Ones website. 
The supervisor did not acknowledge this misinformation and solely focused on the card version discrepancy without addressing the misleading information provided earlier. 
4. Absence of Documentation and Follow-Up : I requested documentation of the conversation, including any notes or a copy of the complaint that the supervisor claimed to have filed. She informed me that no such documentation could be sent. 
When I asked if there was any way to follow up directly with a complaints department or obtain a written summary of my complaint, the supervisor stated that Capital One does not have a follow-up mechanism for complaints and referred to the issue merely as feedback. 
5. Inability to Escalate or Resolve : When I called the general customer service line later, I was informed that there was no dedicated complaints department I could be routed to. 
The lack of any escalation path or ability to follow up on my complaint left me without a way to seek a fair resolution. 

Desired Resolution : I am requesting that Capital One either honor the original promotional offer of XXXX bonus miles based on the information presented during the application or provide a clear explanation with documentation detailing why the offer can not be applied. 
Additionally, I would like a written response addressing : The incomplete and misleading documentation of my complaint. 
The misinformation provided by the initial representative. 
Clarification on why no formal complaint or escalation process appears to exist. 

Thank you for reviewing my complaint. I look forward to your assistance in resolving this issue.

Company response to consumer: Closed with explanation