Consumer complaint received 2025-01-10 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: MI

Complaint narrative:
My Kohls credit card was converted to a Capital One card in XX/XX/year>. The rewards program they offered piqued my interest, and I stopped using my current Visa ( which also had a good rewards program ) to start using this for my everyday purchases. 

In XXXX I noticed I had not been receiving rewards. I made a call on the XXXX of XXXX to find out how this program works as I had not received anything for XXXX or XXXX purchases. Apparently, they had a wrong phone number in for me, so we corrected that, and the customer service agent manually put in my rewards for those missed 2 months. He ended up giving me 5 % across the board for my inconvenience. This amounted to {$170.00} in Kohl 's XXXX. I patiently waited until XX/XX/XXXX to see that the {$170.00} and my XXXX purchases ( which had a double the bonus promotion going on ) to show up on my account. Unfortunately, XXXX 's rewards did not show up with that {$170.00} from XXXX and XXXX. On XX/XX/XXXX I made a phone call to customer service. After explaining my situation to two different agents who neither fully understood my dilemma, I was told that a service ticket would be entered so my card could be linked up properly to receive my rewards. I was told that there wasn't a ticket number but instead a reference number for my phone call. I asked if I would receive a call back when this was fixed and was told no and that I could just keep checking my account. As of XX/XX/XXXX it has not been corrected so I made yet another phone call. This time I was told that I did not enter my credit card number on my account at Kohls.com so that is why my rewards aren't going through. This did not make much sense to me and wondered why the previous agents hadn't told me this, but I went and updated that information. Then she asked me if I had receipts for all of my purchases. I said no, you can find them on my account. She then said she had to check to see if someone else was already working on my account to manually enter my rewards. While she was waiting for a response, she started adding up my purchases. A few minutes later she tells me that she got a response back and was told that this was a problem that was not just affecting me, but all customers and they were working on resolving the issue. Are you kidding me? I wasn't just born yesterday I know when I am being played for a fool. Why would the agents not all be made aware of this problem instead of wasting their time and their customers time ( almost 2 hours in phone calls )? Why in 4 months would this not be corrected? Why was there not an email sent to customers regarding this problem? Why can't I find anything online regarding this? I'll tell you why, because it's simply not true. Agents are lying to put you off because they haven't a clue what's going on. Besides the fact that most barely speak English and barely understand what I'm explaining to them. All of this information has been submitted via email to Kohl 's on XX/XX/XXXX with no response back.

Company response to consumer: Closed with non-monetary relief