Consumer complaint received 2025-02-25 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: NY

Complaint narrative:
I applied for a Capital One Savor card on XX/XX/year> - I was preapproved and a promotional offer was advertised directly to me ( get {$200.00} back when you spend {$500.00} in your first 3 months, in addition to unlimited 3 % cash back on dining, entertainment, streaming, and groceries ). 

I formally applied on XX/XX/year>, was approved immediately, and was notified that the card shipped to me as of XX/XX/year>. I received a call from Capital One Fraud Protection on XX/XX/year> saying that they need to verify that the application for the card was actually mine. I answered all of their identity questions and on XX/XX/year> provided all the documentation that they requested for further identity verification ( driver 's license, proof of residence for current address, a written letter explaining the situation, my case number, etc ) through a private email link. My permanent address on my driver 's license is different than my current address, which I explained very clearly on the phone and in the written document that I attached to the private document submission link. I was told it was no problem if I provided proof of both addresses ( i.e. driver 's license and a current proof of residence for the new address, both of which I provided ) The next day, on XX/XX/year> they contacted me again and said that " their system did not accept my proof of residence document ''. Instead, they said that I needed to submit a bank statement with full account number, name, and full permanent address. I did so immediately after the call on XX/XX/year>. 

They told me that if I submitted the bank statement, which contained my full permanent address, that my Capital One Savor card would be finally authorized for use. I made it very clear that my bank statement only contained my permanent address and he said that it did not matter as long as the address on the bank statement was also associated with my Capital One Account. He confirmed that my permanent address, which is on the bank statement, is in fact already on my account, and thus, after the bank statement is processed, the card would be unrestricted and ready for use. 

It is now XX/XX/year>, a full month after the card was approved, yet my account is still restricted and Capital One has not processed my bank statement. 

They are trying to restrict the account unnecessarily to eat away at the promotion timeline back so that they don't have to pay me the promotional bonus. I have already lost XXXX month of the XXXX month promotional period to get the {$200.00} at no fault of my own. 

They advertised this offer directly to me, preapproved me for it, formally approved me instantly, and then made it impossible to actually engage in the promotion. They created unnecessary and unreasonable administrative hurdles to prevent me from accessing the benefits that they advertised specifically to me.

Company response to consumer: Closed with non-monetary relief