Consumer complaint received 2025-02-06 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: VA

Complaint narrative:
I am filing this complaint regarding Capital Ones handling of its " Capital One Offers '' program. I have been a long-time customer of Capital One and currently hold both the Venture X and Savor credit cards. While I have generally been satisfied with the service ( The credit cards ), my recent experience with the Capital One Offers program has been extremely disappointing and has left me feeling misled and disrespected as a customer. 

On XX/XX/year>, I made purchases through Capital One Offers with the following merchants : XXXX XXXX XXXX XXXX  I carefully reviewed and followed all the terms and conditions associated with these offers to ensure I was eligible for the advertised rewards. Within one week, the promised rewards were delivered to my account. However, to my shock, the rewards were clawed back the following week without any explanation or justification.

It is important to note that Capital One would not have issued the rewards in the first place if I had not met the terms and conditions of the offers. The fact that the rewards were initially delivered to me confirms that I followed all the rules. Despite this, Capital One later took the rewards back without providing any explanation or evidence of non-compliance. 

Additionally, on XX/XX/year>, I made another purchase through Capital One Offers with XXXX. Despite meeting all the terms and conditions for this offer, the rewards for this purchase remain pending and have not been delivered to my account. 

I have contacted Capital One customer service multiple times to resolve these issues, but my concerns have been dismissed. Customer service agents have repeatedly suggested that I " probably made a mistake when checking the terms and conditions, '' which I find both insulting and unhelpful. I have thoroughly reviewed the terms and conditions for each offer and ensured compliance before making these purchases.

One agent was partially helpful and promised to issue a statement credit as compensation for one of the clawed-back rewards. However, when the statement credit was issued, it was only XXXX of the promised amount, which is unacceptable. 

As a customer, I feel misled and cheated by Capital One. I made these purchases in good faith, relying on the advertised rewards and following all the stated rules. The clawback of rewards and failure to deliver pending rewards have caused me financial harm and significant frustration. The lack of transparency and accountability from Capital One has further eroded my trust in the company. 


I am requesting the following resolutions : 1. The immediate reinstatement of the rewards that were clawed back for my purchases with XXXXXXXX XXXX XXXX and XXXX. 

2. The prompt delivery of the pending rewards for my purchase with XXXX. 

3. A clear explanation from Capital One regarding why the rewards were clawed back, as I followed all the terms and conditions. 

4. A review of Capital Ones internal processes to ensure that customers are not subjected to similar issues in the future.

Supporting Details : Purchases made on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX rewards clawed back ). 
Purchase made on XX/XX/year> : XXXX XXXX rewards pending ). 
Contacted customer service multiple times with no resolution. 

I hope the CFPB can assist in resolving this matter and holding Capital One accountable for its actions. Thank you for your time and attention to this complaint. 

Contact Information : Name : XXXX XXXX Email : XXXX Phone : XXXX ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief