Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Sent card you never applied for
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
I am submitting this complaint regarding a credit card application I completed with Capital One on XX/XX/XXXX, which resulted in a material inconsistency between the approval terms presented during the application process and the account that was ultimately opened. On XX/XX/XXXX, I accessed Capital Ones XXXX XXXX-specific pre-approval page : XXXX XXXX XXXX This application path is distinct from Capital Ones general pre-approval tool, as it is designed specifically for the XXXX XXXX Rewards Credit Card and does not typically present alternative card offers in the event of a denial. During this process, I completed the pre-approval step ( soft inquiry ), received a XXXX XXXX offer, and proceeded to submit a full application. Immediately following submission, I was presented with an approval screen indicating that I had been approved for the XXXX XXXX XXXX Credit Card with a stated credit limit of {$50000.00}. This approval was the basis of my acceptance of the offer and resulted in a hard inquiry across all three credit bureaus. However, shortly thereafter, I received email confirmation at approximately XXXX XXXX EST on XX/XX/XXXX, indicating that I had instead been approved for a different productthe XXXX Rewards Credit Cardwith a {$3000.00} credit limit. This product is materially different from the XXXX XXXX in terms of features, benefits, and account structure. This represents a clear inconsistency between the approval terms presented at the time of application and the account that was ultimately issued. To assist with review, I am providing the following application details : * Date of application : XX/XX/XXXX * Time of confirmation email : XXXX XXXX EST * Application path : XXXX XXXX-specific pre-approval page ( link above ) * Device : XXXX XXXX * Browser : XXXX ( XXXX XXXX ) At no point did I access Capital Ones general pre-approval page or navigate between multiple product application flows. The application was completed in a single session through the XXXX X-specific entry point. I acknowledge that I do not have saved browser history due to the use of private browsing mode ; however, I am providing the application link used and will attach the email confirmation showing the XXXX approval, which contradicts the approval terms presented during the application session. I respectfully request that Capital One review its internal application session records, decision engine outputs, and product routing logs associated with my application, as these should accurately reflect the product and approval terms presented at the time of submission. I have been a Capital One customer since XXXX and have maintained my accounts in good standing. Prior to this application, I had not applied for a new Capital One credit product since XXXX. My application on XX/XX/XXXX was made in good faith based on the offer presented during the XXXX XXXX application process. I attempted to resolve this issue directly with Capital One. On XX/XX/XXXX, I was unable to reach the appropriate department. On XX/XX/XXXX, I spoke with multiple representatives who advised me to wait several months for a possible product upgrade. This does not address the inconsistency in the original approval outcome. This proposed resolution is not sufficient because : * The product issued does not match the product for which I was approved during the application process * A hard inquiry has already been placed across all three credit bureaus * Capital Ones application timing policies limit my ability to reapply for the intended product in the near term * I have upcoming purchases for which the XXXX XXXX product was specifically selected I am requesting that Capital One review this application and correct the outcome in a manner consistent with the approval presented during the application session. Specifically, I request one of the following : * Conversion of the existing, new XXXX account to the XXXX XXXX Rewards Credit Card with appropriate underwriting review and inclusion of the applicable sign-up bonus ; or * Issuance of a XXXX XXXX Rewards Credit Card account consistent with the original approval context, without requiring an additional hard inquiry I would also like to explicitly state that I value my relationship with Capital One and wish for all of my existing accounts to remain open and in good standing. I am not seeking account closure or any adverse action, and my goal is solely to resolve the inconsistency described above while maintaining my positive relationship as a long-standing customer. This appears to be a system-level inconsistency rather than a standard credit decision. I am requesting a thorough review and appropriate resolution based on the application session records. Thank you for your time and attention.

Company response to consumer: Closed with explanation