Credit card -- Other features, terms, or problems -- Complaint #18397423
Complaint Overview
Complaint ID: 18397423
Company: Capital One Financial Corporation
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: Maryland
ZIP Code: 21042
Date Received: 2025-12-31T12:00:00-05:00
Date Sent to Company: 2025-12-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I opened a Capitol One XXXX Account in XX/XX/year>. I received a points bonus and now have over XXXX points. I opened my online account with no problem and have been doing online banking. However, I have been trying to transfer my rewards point to an airline ( XXXX ) for the past XXXX weeks to book a flight. I have called the company over 6 times and been on the phone with them each time of over an hour. However, they are telling me that they can not verify my account because my cell phone number is not " verified '' and there is no other way to verify my account. Last night ( XX/XX/year> ), one of the Account Supervisors, XXXX # XXXX, told me that there is nothing further he can do and I have no recourse to use my points except by using their Capitol One XXXX, which significantly devalues my points and only shows flights which cost {$5000.00}. How is it possible that I am verified to do online banking, but not to use my points to transfer my points? The many representatives I have spoken to have said that if they can't send me a text, they have no other way to verify my identity and there is nothing they can do. My cell phone is in my name and receives texts all of the time from various companies. At this point I am extremely frustrated and just want to find a way to use my points, which I earned, to travel to my cruise without paying {$5000.00}. Thank you for your help.
Frequently Asked Questions
What is Complaint #18397423 about?
Complaint #18397423 was filed against Capital One Financial Corporation regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-12-31T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.