Capital One incorrect cashback

nick74

Hi all,

I was wondering if anyone else has had a problem with Capital One paying an apparently incorrect cashback amount to their account this month?

This issue I had was that my December 2013 statement showed cashback accrued of £90.92, but come the January 2014 statement the amount of cashback they paid was only £84.44, despite no purchase refunds etc to the account, and a further approx. £400 of purchases being made.

I sent a secure message to Capital One and received the following reply:


Thank you for your message.

I'm sorry for any inconvenience or confusion we've caused. I'd like to reassure you that it's not our intention to cause you any more problems.

Please note that your statements are showing incorrect cashback amounts due to a technical issue and please ignore the same.

I can also confirm that you're receiving 1% cashback when you use your Capital One card for all your purchases. This amount is refreshed every statement period and correctly being added to your account.

As per this, we've credited a cashback amount of £84.44 on 9 January 2014 on your account.

I hope I've clearly explained this for you.


So, their explanation is that the cashback they paid was correct, it was the statements that were wrong!

Thing is I usually check the cashback calc on the monthly statements when I receive them, and I'm pretty sure the cumulative amounts on the statements over the past year were correct. I think I'll have to sit down with the previous years statements & a calculator at some point soon and see who's correct.

molerat

I had a blip in the statement cashback a few months back

planteria

i always used to find it was bang on

lisyloo

Well the first thing I'd be doing is getting a calculator out and working out for myself whether £84.44 is correct or whether £90.92 is correct.
Any reason you can't do this for yourself?

jonesMUFCforever

I agree with lisyloo - the only thing I have to add is whether any transaction you made was not eligible for cashback in any way?

nick74

lisyloo wrote: »

Well the first thing I'd be doing is getting a calculator out and working out for myself whether £84.44 is correct or whether £90.92 is correct.
Any reason you can't do this for yourself?

Only lack of time at the moment, (currently working 7 days a week!) but yes that's exactly what I intend to do when a get a some free time to go through the statements.

My reason for posting here was really just to see whether any other Cap1 customers had noticed the same problem and if so to check your cashback on previous statements too.


Edit: Thought I'd have quick scan through the PDFs of the last 12 months statements on the Cap1 website, and there it is, on the April '13 statement, the cumulative cashback has increased by £10.73 more than it should have done based on the amount of purchases in that month. I haven't bothered checking subsequent months, but that explains the difference anyway. Thanks for the suggestions everyone.

planteria

i wonder why they had allocated more than they should have done

nick74

planteria wrote: »

i wonder why they had allocated more than they should have done

I can't see any specific transaction on my account that could have led to a difference of that much, but I seem to recall that April 13 would have been roughly the time they revamped their online service and I do vaguely remember having some odd issues around then with the outstanding balance shown on the site not agreeing to the actual account balance too.

jon142

Same thing has happened to me.

I am a new customer as of Nov '13 I was on the 5% for the first 3 months or £100.

I have spent about £3500+ on the card and my cashback balance is sitting at £158.00 on the website.

Something's not right because I've earnt to much cashback for what I've spent.

Think something is broken in the system.

molerat

I have just checked my old statements and the Apr 13 cashback total was wrong and that incorrect total carried forward all the way to Dec 13. Cashback received this month is the same as the total of the individual statements. The difference between the two is the same as the Jan 13 statement cashback so the computer upgrade obviously added that one on. Mystery solved