Consumer complaint received 2024-11-26 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: TX

Complaint narrative:
Dear CFPB Team, I am writing to file a formal complaint against Capital One regarding a misleading promotional offer associated with its XXXX XXXX XXXX XXXX. I believe that Capital One 's practices in this matter have been unfair and deceptive, and I am seeking your assistance in resolving the issue. 

In XXXX XXXX, I applied for the Capital One XXXX XXXX XXXX XXXX XXXX XXXX promotional offer promising XXXX reward points if I spent {$30000.00} within the first three months of opening the account. I met this spending threshold based on my understanding of the terms, but Capital One later denied the reward points on the grounds that the cards membership fee was not included in the {$30000.00} spending requirement. This exclusion was not clearly communicated to me, leading to the following issues : 1. Lack of Clear Information on Exclusion of Membership Fee : Capital One did not provide explicit information to customers that the card 's membership fee would not count toward the spending requirement. The promotional terms lacked transparency, which is particularly concerning given the high stakes of this promotional offer.

2. Misleading and Inconsistent Information from Customer Service Representatives : I contacted Capital Ones customer service more than two times to verify whether I had met the spending requirement based on my statements for the first three months. Each time, I was assured that I had fulfilled the spending condition. This indicates that even Capital One 's representatives were unaware of the exclusion, leaving customers like me in the dark. 
XXXX. Failure Due to Misinformation from Customer Service : Based on the assurances from Capital One 's customer service, I reasonably believed that I had met the spending requirement. Consequently, I did not make additional purchases to surpass the {$30000.00} threshold. Capital One 's lack of transparency and its representatives ' misinformation directly led to my failure to qualify for the promotional reward.

4. Refusal to Release Customer Service Call Records : I requested copies of my phone conversations with Capital One 's customer service representatives to confirm the misinformation I received, but the company refused to release these records. This lack of transparency further exacerbates the issue and prevents me from substantiating my claims effectively. 

Capital One has refused to award the XXXX points, citing the exclusion of the membership fee. I spent approximately {$29000.00} ( excluding the membership fee ), only {$30.00} short of the threshold. Had I been informed accurately and in a timely manner, I would have spent the additional amount necessary to qualify. 

I respectfully request that Capital One honor the promotional offer and award the XXXX points as originally promised. This request is based on the following : The lack of clear and transparent terms in the promotional offer. 
The misleading and contradictory information provided by Capital One 's customer service representatives. 
The reasonable reliance on these assurances, which led to my inability to adjust my spending to meet the requirement. 
The companys refusal to release phone records that could clarify the assurances I was given. 

I trust that the Consumer Financial Protection Bureau will investigate this matter thoroughly and take the necessary steps to hold Capital One accountable for its misleading practices. 

Thank you for your attention to this complaint. I am happy to provide additional documentation, including statements, communications with customer service, and promotional materials, to support my claim.

Company response to consumer: Closed with explanation