Consumer complaint received 2026-02-09 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: IL

Complaint narrative:
On XX/XX/XXXX, I used Capital One Offers, which is affiliated with my Capital One XXXX credit card. They had an offer up on their site advertising a XXXX offer for a subscription service called XXXX. As long as it was your first time buying a subscription on the site, they were offering for you to receive XXXX back in miles. I took up this opportunity to purchase a XXXX XXXX XXXX Subscription. Nowhere in the terms and conditions did they exclude annual subscriptions from their XXXX offer. I purchased the subscription, which remains active, for a total cost of {$260.00}. The offer was supposed to pay out XXXX miles, however I did not receive anything. 

From this point I began to check the Offers page and after a few days where there was no offer posted, I gave Capital One a call and was told to wait 90 days before calling in order to give the purchase time to track in their system. After waiting 90 days, I called back and spoke with an agent who informed me that they saw the XXXX XXXX offer, they verified whether I still had the subscription, whether it was my first time purchasing a Beachly subscription, whether I used an adblocker, etc, and I answered all questions truthfully and in line with the conditions of the offer. After hearing my answers, the agent told me that she would be applying a statement credit to my account for the offer which she confirmed was listed as XXXX in XXXX business days. This would mean the statement credit would be for {$520.00}. I was satisfied with this resolution, thanked the agent, and waited for the statement credit to post. 

Once I checked my account and saw the statement credit, I realized that instead of providing me a statement credit of {$520.00}, I only received a statement credit of {$2.00}. This amount is a slap in the face, as it's even smaller than the amount I would normally receive on any purchase made with the card. It seemed to me like the most likely situation was that the agent accidentally inputted the statement credit in for XXXX miles, instead of XXXX miles. I called back asking to speak to a representative and explained the situation. From this point, I began tracking more closely the dates and names of agents that I spoke with. 

I called back on XX/XX/XXXX to try and resolve this problem. This time, the representative was more proactive, and he provided me his name and employee ID number : XXXX, Employee ID : XXXX. He said that he saw the mistake that the prior employee made and he was going to personally make sure to put in the statement credit request in properly. He let me know that they might deduct shipping and handling from the statement credit totals, but it should be no less than XXXX miles given the purchase price and the mileage total. Finally, he told me that if I didn't receive the credit in XXXX business days to call back and ask to speak with a supervisor. 

On Friday, XX/XX/XXXX, I called Capital One back and asked to speak to an account supervisor due to not receiving the statement credit. I spoke with a Capital One representative named XXXX who again informed me that she saw all of the notes, asked me some questions verifying that I followed all of the terms and conditions, and informed me that she would be resubmitting the statement credit. I asked her if I should expect any difficulties or problems getting the credit, and she informed me that she saw no reason why I would not get the statement credit because I followed all of the terms and conditions of the offer. I asked her to take detailed notes in case I needed to call back because this had happened to me before. 

Finally, Monday, XX/XX/XXXX, I once again called and asked to speak to an account supervisor because I did not receive the statement credit. Up front, I told the account supervisor that I had spoken with multiple agents about this already, and that they had left detailed notes if she wanted to review them. She asked me some of the same questions that I had been asked before : whether it was my first time purchasing the subscription, whether my subscription was still active, what card I used to purchase, etc. I answered all questions truthfully, and again, I followed all of the terms and conditions laid out in the offer. I was placed on a few lengthy holds, and the representative would return to ask another question, likely to determine if I had broken any of the terms/conditions, and having been satisfied that I followed all of the terms and conditions, she informed me that she would be putting in the statement credit, and I should hear back within XXXX to XXXX business days. At this point, I asked her directly, whether she could confirm whether or not I was getting it due to her being an account supervisor, or if she was just putting in the request. She said that she was just putting in the request and it would still need to be approved. I told her that this would be the third time that I tried calling to put in the statement credit for this transaction and she said she would put me on a brief hold to look at the other credits. 

The account supervisor informed me that after reviewing the past statement credit requests, that the amount of the purchase exceeded the cost of their monthly subscription, so their system flagged it as a merchandise purchase which would be an excluded offer. I informed her that I did not purchase merchandise, I purchased an annual subscription which was still active, and I have the receipt in front of me that I can share with her. She informed me that they do not accept receipts and that if the system flagged it as a merchandise purchase that there was nothing she could do. I asked to speak to her manager and she informed me that her management does not take phone calls and that there is no further escalation possible. At this point I felt the need to escalate to the CFPB. 

Ultimately, I spoke with over 5 different agents at Capital One who all reviewed the transaction that I made and all agreed that I was owed at least a statement credit. I did not speak to a single customer service agent who reviewed my account that believed that I broke any of the terms of the offer. However, I have only received {$2.00} in statement credit when I should have received {$520.00} in total due to an internal process that I have no visibility into and no ability to appeal with the evidence that I have. That is why I am turning to the CFPB and I thank you for reading through this lengthy explanation.

Company response to consumer: Closed with explanation