Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Didn't receive terms that were advertised
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Subject : Deceptive Marketing, Website Tracking Glitch, and XXXX Customer Service regarding XXXX XXXX XXXX To Whom It May Concern, I am filing this formal consumer complaint on behalf of myself and my XXXX mother regarding Capital Ones failure to honor an advertised {$300.00} checking account sign-up promotion, and the highly dismissive treatment we received from their customer service department. We are uploading full photographic and audio evidence to substantiate this case. XXXX. Ironclad Timeline and Evidence of Compliance, My mother was directly targeted with a Capital One 360 Checking promotion for a {$300.00} bonus using code XXXX. As documented in the attached file XXXX, she captured a timestamped screenshot of this offer inside her Capital One credit card dashboard on Tuesday, XX/XX/year>, at XXXXXXXX XXXX. Relying entirely on this incentive, she applied for the account. As documented in the attached file XXXX, she completed the final application steps directly on apply.capitalone.com on Thursday, XX/XX/year>, at XXXXXXXX XXXX. Following the rules of the promotion, she went through the extensive hassle of transferring her monthly XXXX Social Security benefits away from her previous bank to Capital One. The promotional terms require XXXX qualifying direct deposits of {$500.00} or more within XXXX days of account opening. As proven by the attached transaction receipts, she far exceeded this requirement : XXXX shows the first qualifying direct deposit of {$990.00} from XXXX XXXX XXXX posted on XX/XX/year> ( Day XXXX ). XXXX shows the second qualifying direct deposit of {$990.00} posted on XX/XX/year> ( Day XXXX ). Files XXXX and XXXX confirm that these {$990.00} Social Security direct deposits successfully continued through XX/XX/year>. in XX/XX/year>, I was legally added to the account as a joint owner with full access. XXXX. Website Tracking Failure and Corporate Deception When we contacted Capital One on XX/XX/year>, to inquire why the {$300.00} bonus had not been credited, the customer service agent flatly stated that " the system didn't record the code '' and declared my mother disqualified. As captured in the attached audio recording XXXX XXXX, the agent refused to acknowledge that an internal website tracking glitch on Capital One 's application page dropped the code. Instead, the agent insultingly accused my mother of trying to cheat the system, asking if she " just saw the code now and is trying to enter it late. '' Our attached evidence completely destroys this accusation ; file XXXX proves the code was in our possession over a week before the account was created, and file XXXX proves the application took place on XX/XX/XXXX. My mother would have never transitioned her federal benefits to Capital One without this advertised incentive. XXXX. Predatory Actions Against an Older Consumer on a Fixed Income My mother was XXXX XXXX XXXX when she opened this account. Denying an advertised bonus to an older consumer on a fixed income due to an internal tracking error is a severe UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) violation. Furthermore, as heard on the audio file, while speaking in XXXX, I told my mother that she never would have moved her deposits from her old bank if Capital One was going to act in bad faith, so she might as well close it. Overhearing our private conversation, the agent aggressively intervened and asked, " Oh, do you want me to close the account now? '' I immediately intervened and informed the agent that she could not close the account because my XXXX mother relies entirely on this active account for her Social Security checks. Doing so on the spot would have frozen her livelihood before a replacement bank could be established. Rather than escalating a clear technical tracking error, the agent tried to exploit a tense customer service interaction to hastily terminate a senior citizen 's primary deposit account. When concluding the call, the agent sarcastically stated, " I hope I was helpful, '' to which I responded, " No, you weren't, '' and reminded her that I am a legal joint owner attached to this account.

Company response to consumer: Closed with monetary relief