CAPITAL ONE FINANCIAL CORPORATION

2015-10-20

IL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: Loan originator gave contradictory information, which in effect caused the loan to be denied. I am in the process of buying a house in a different city. I was told that having a job in my current city would not suffice, and that I would need to be employed where the home was located. I was told that documentation showing a transfer with my current job, or an offer letter from a new job in the city where the house was located would be acceptable. I received an offer of employment in the new city and provided the documentation showing my start date ( 3 days after the date of closing ), and my expected salary XXXX an increase from my current salary ). Capital One waited over one week from the time the offer letter was submitted to them, in order to notify me that they would need a paystub from my new place of employment before closing on the loan ( this was over 3 weeks from the time of the application ; and more than one month from the initial contact with the bank ). They did not want any other means of verification. I knew from speaking with other lenders that changing jobs would be an issue, and so I SPECIFICALLY ASKED the loan originator what the bank 's process was. He failed to mention that a paystub was required when the question was SPECIFICALLY ASKED upon applying for the loan. Had they even given the slightest indication, the faintest hint, that this would be an issue, I would have started the new job prior to close and been able to provide this documentation. Due to their lack of guidance I was not aware of this requirement, and because to the company 's pay schedule, will not receive my first paycheck until 3 weeks after the scheduled closing date.. Now I have to find somewhere to live in the new city so that I can start this job, I will probably lose the house if it is put back on the market, I am out all of the money I paid for credit checks and appraisals, and I have wasted one month in finding a new home.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Lewisville, TX

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Applied for credit XX/XX/XXXX with Capital OneReceived creditNoticed fraudulent charges on statementContacted Capital One, filled out fraudulent charge paperwork30 days later, noticed same fraudulent charges remain on statementContacted Capital One again, had fraudulent charge paperwork faxed to me, filled it out again and faxed it back. Paperwork was received and I was told Capital One will investigate. 60 days later, fraudulent charges still remain on statement. Contacted Capital One once more and was asked if I filed a police report ( this is something that should have been told to me from the beginning ). As of today, ( XX/XX/XXXX ), fraudulent charges still remain on account, which is in collections and has destroyed my credit, disabling me from purchasing a house.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Franklin, WI

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Tucson, AZ

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Occoquan, VA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We sent the final principal payoff amount for our home mortgage to Capital One on XX/XX/2105. We contacted the company last week and they confirmed receipt of our check, but stated it would take 3 days more to credit the final payment. It has now been 7 days ( 5 business days ) since they said they would credit our final payment, and XXXX calendar days since the payment was sent. We are concerned that they are dragging their feet, and we do not trust that they will fulfill their contractual responsibilities to close out our fully paid mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Las Vegas, NV

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Brooklyn, NY

Credit reporting company's investigation

Credit reporting:

No notice of investigation status/result
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Bacots, MS

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-19

KS

APR or interest rate

Credit card:

Complaint: Capital One raised the rate on my card with a penalty APR based on XXXX late payments within 1 year.They however showed the late payment posted on the XXXX 2015 statement as activity that took place during that month. Payment made XXXX XXXX, 2015 with the intention of payment for the following month arrived early and was posted to the prior month. Attempts to discuss this resulted in repeatedly being placed on hold for extremely long periods of time while they supposedly researched the payment activity of the accountand when disconnected they did not attempt to continue the call or investigate the matter. It should be noted that attempting to pay on the Capitol One website on the due date in XXXX 2015 would not have allowed the payment to be posted any sooner than payment via my bank bill pay service, which would have made the payment late in any event. I will be closing the account with a full payoff by the end of this week.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-19

Bronx, NY

Customer service / Customer relations

Credit card:

Complaint: Recently I contacted my credit card Capital One to find out how much the minimum amount was due for payment and was told that {$120.00} would suffice. Once I paid the bill a few weeks later I had a family emergency where my dogs XXXX was XXXX and we raced to the hospital to tend to him. At the time I needed gas so that I could return back with the family and I had my sister and my XXXX mother in the car with me. Over the internet the credit card indicated that I had monies available. To our shock and surprise, the card was declined because I later found out that there was a hold on the credit card. I can not explain the weight of how embarrassed and mortified I was in front of my family and the gas station attendant. Why would the Capital One website indicate that monies were available? To add insult to injury, the customer service representatives were clearly unfazed by my plea and situation. They were rude, unprofessional, abrupt and quickly disconnected the call. Prior to the disconnect, I was also told that I had to pay an additional {$75.00} with no explanation. At this point, the responses I received were callus, rude and abrupt. No one ever explained where this amount came from however when I checked back and got a supervisor I was told that I did n't owe {$75.00} because the money was waived for some odd reason. I am still unaware why I was charged initially and why it was waived. Maybe it waived due to the cruel and horrible treatment I received. To date, I needed the monies for food for my family since the amount available had changed from gas money to {$59.00} being available. Realizing that this company communicates one thing and is not always forthcoming, I decided to contact them before I embarrass myself it I used the card and it was declined. Now I am being told that I need to pay {$24.00} because when I previously paid {$120.00} I needed to pay {$140.00}. Why was n't this information made available to me previously? Why was I charged {$75.00} and then it was waived? Why does it say that I have available credit over the internet and phone line when the card has a freeze/hold on it? This company is unethical, unprofessional and constantly misinforming me regarding my bill. I have no idea what is going on and they need to stop. What 's in my wallet is nothing because I am constantly being mislead by a heartless company that refuses to make any exceptions to life 's situations.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Delray Beach, FL

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Griffith, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Fred, VA

Arbitration

Credit card:

Complaint: Capital One has intimidated and harasses me and are trying to extort over $ XXXXCapital One was informed I was in bankruptcy and they would be paid via bankruptcy, days before the hearing date they went to local court the get a lien on my home knowing the lien search world not find the lien on the bankruptcy hearing date. On the hearing date they had no abjection the discharge and did not disclosed the lien. I am selling the home now a short sale only to find the lien is still in affect after they got paid. what a great scam!!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

NY

Closing/Cancelling account

Credit card:

Complaint: Since XXXX of 2015 up until XXXX of 2015 I have been disputing a Capitol One credit card appearing on my credit report. I did not receive this credit card nor did I activate it. Capitol One continuously reports me late even after nine months of phone calls.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

TX

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Complaint: RELIEF SOUGHT : I am seeking relief from any and all agents, clients, persons, individuals, entities, representatives, debt collectors, debt collection entities, debt collection servicers, and anyone and anything in a paid or unpaid connection or relation to any and all former, present, and future companies, entities, businesses, clients, and the like associations with XXXX, XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX. ; XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX, XXXX ; XXXX ; XXXX XXXX ; XXXX ; XXXX, XXXX ; XXXX XXXX XXXX XXXX , XXXX ; and anyone and anything that not specifically mentioned herein but may have been, may be presently, or may be future connected or related to any and all of the aforementioned. The aforementioned have claimed that I owe debt. Any and all claims and assertions that I owe debt are unsubstantiated and the alleged debt is time-barred. The aforementioned have sent me " Settlement Offer '' letters. I have not been sued, nor have I ever been served. The " Settlement Offer '' letters imply that I have been sued or will be sued if I do n't " settle. '' The aforementioned can not sue me on time-barred debt. The time-barred alleged debt allegedly has been time-barred for close to or over a decade. The aforementioned have failed to disclose that the alleged debt is too old for litigation and has implied a legally enforceable obligation to pay the alleged debt. To be clear : This complaint is not a dispute. I am not disputing nor acknowledging a debt or an alleged debt. I am not disputing nor acknowledging the amount of the alleged debt or any amount or portion thereof. I am not requesting documentation of the time-barred alleged debt. I am not seeking verification of the time-barred alleged debt. This is not a dispute, Section 809 ( c ) of the FDCPA, 15 U.S.C. Section 1692g ( c ). The aforementioned have violated federal and state law. I want the aforementioned to stop harassing me and to stop collection. I seek that aforementioned not sell or transfer to another the time-barred alleged debt so that others may not harass me over a time-barred alleged debt. Unless the aforementioned complies with my sought relief, I will pursue legal action. VIOLATIONS OF LAW : Sections : 1031 ( a ) and 1036 ( a ) of the CFPA, 12 U.S.C. Sections 5531 ( a ) and 5536 ( a ) : Unfair Deceptive and/or Abusive Acts or Practices by falsely representing the character and legal status of the debt. Section 807 of the FDCPA, 15 U.S.C. Section 1692e : Prohibits Debt collectors from using any false, deceptive, or misleading representation or means in connection with the collection of any debt. Section 807 ( 2 ) ( A ) of the FDCPA, 15 U.S.C. Section 1692e ( 2 ) ( A ) specifically prohibits the false representations of the character, amount, or legal status of any debt. Section 392.304 ( a ) ( 8 ) of the Texas Finance Code, Title 5 Chapter 392 Subchapter D : Fraudulent, Deceptive, or Misleading Representations by misrepresenting the character and legal status of the debt and implying the alleged debt is in a judicial or governmental proceeding. CEASE COMMUNICATION : Pursuant to Section 805 ( c ) of the FDCPA, 15 U.S.C. Section 1692c, I am writing that, upon closure of this CFPB complaint, I wish the aforementioned, debt collectors, and anyone and anything that not specifically mentioned but may have been, may be presently, or may be future connected or related to any and all of the aforementioned to cease any and all further communication with me. This notification from me to the aforementioned establishes, constitutes, and satisfies reasonably the requirements of Section 805 ( c ) of the FDCPA that my requests for cease communication must be in writing. Upon closure of this CFPB complaint, all communication must cease.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

Boulder, CO

Account opening, closing, or management

Bank account or service: Savings account

Complaint: Capitol One offered a {$500.00} incentive if I deposited {$50000.00} for 90 days. I deposited {$50000.00} on XXXX XXXX, 2015. It has been 90 days and I am told that it will take another 25 days before they will deposit the {$500.00} into my account. I believe that this is false advertising.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-18

Bronx, NY

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: My checking account has been charged {$3500.00} since it was opened. These fees are abusive to my account, some fees are justified and some are not. When you try to discuss it on the phone or at the branch you are treated rudely almost all of the time. It is as if " How dare you question us ''. there is inconsisstancy in there procedures, most of their customer service reps never tell you what is the banks policy and when you question them or catch them their answer is I am not a bank official. When you withdraw money by overdraft service they double and triple charge you, by this I mean if try for {$100.00} it refuses and then you try for a different amount to add up to the {$100.00} they charge you not the XXXX {$35.00} fee but up to XXXX or XXXX fees. when I questioned this you would have thought i was speaking a different language bot at the branch and on the phone. They just take their fees at will and I am so disgusted by their attitude and the free access to my account. They just take without notifying you or allow you to question them. They are not allowed to touch my money at will. I repeat {$3500.00} in fees since -XX/XX/2015. Never return promised calls, take money from account leaving nothing left then you mention no money to live on, get to work, suffer from XXXX and other issues and they dont care. Really how can they do this. Never mind my pension deposits never hitting account on time or giving information on it a direct deposit. typical answer nothing posted yet, such a disgrace this bank and management.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-18

AL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was discharged in bankruptcy
Complaint: , i have never lived on XXXX XXXX, i have lived at for 27 yearsat XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-18

Bronx, NY

Credit line increase/decrease

Credit card:

Complaint: CapitalOne Bank advertisement is false and misleading. On XXXX, CapitalOne is stating that their Capital One ( R ) Platinum Credit Card has : Pay no annual feeGet access to a higher credit line after making your first 5 monthly payments on time Fraud coverage if your card is lost or stolenAfter 8 months of having a XXXX balance CapitalOne never increased my line of credit, even though I 've always paid the account in full every month and had no late payments. I feel that they bated me into signing up for their credit card and now they are switching the terms of the agreement.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-17

Clayton, MO

Customer service / Customer relations

Credit card:

Complaint: Another problem with Capital One Credit Card Division. I ordered services from a company XXXX. This company deals with, XXXX, a credit card processing company. Capital One internal fraud division put this account and another of my account on lockdown for a very stupid reason. " My credit card is not used frequently for Capital One 's standard '' is the excuse the fraud department told me on XX/XX/XXXX at XXXX. I alternate my credit cards so I do not overspend or go above my limit. I am XXXX and ill and have limited income and use my credit card for usual expenditures and large expenditures when needed. Capital One makes money from from interest charges, yearly fees and a rare late payment ALSO makes money from certain insurance policies premiums. Capital One cancelled this transaction without notifing me and also XXXX ( who is awaiting payment approval ). This is the SECOND TIME Capital One Fraud Department did this to me. The other time was in XX/XX/XXXX and Capital One was totally ignorant and could not find their records on the conversation by telephone and e-mail'So Capital One refused that payment to an apparel company in XXXX. Capital One customer service agents, in the Fraud Department are extremely poorly trained because they can not use their computers to find supporting documents OR Capital One illegally deletes those supporting documents. I am afraid if I use my credit cards for a large purchase, the purchase will not go through and I will not received the item ( s ).
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-17

San Gabriel, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: CapitalOne will not refund {$1100.00} credit balance due to me. They say it 's " in the mail '', but they never send it. It has been over 6 months and the issue remains unresolved.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-17

OH

Disclosure verification of debt

Debt collection: Credit card

Right to dispute notice not received
Complaint: I did not receive proper time on verification of debt. On XXXX XXXX, 2015, I received a collection letter from XXXX , XXXX XXXX XXXX XXXX XXXX ( XXXX ) for a Capital One account that I was unaware of having the account. I phone that same day, XXXX XXXX at XXXX, to discuss a settlement and check on another account that was being verified as my account. I have other accounts with XXXX, they know my history is to call when presented with a letter since I have no phone and work out a settlement. XXXX also has my permission to use email. My mail was being delayed and lost at the time that XXXX sent their collection letter. I have documentation, phone calls and have appeared at the USPS. Also, WWR letters take a week before arriving at my address plus this letter was at the time of the XXXX XXXX holiday mailing. I was on the phone, XXXX XXXX at XXXX, XXXX representative explaining that I just received their letter for collections and explained my USPS issue. My main purpose was to discuss the account since I had another Capital One account saying the letter was delayed and I also was calling to check on another account that was in the process for account verification by XXXX. During this phone call the XXXX representative checked the account and told me the was in process for a Judgment - it was " pending ''. I was distressed to discover this account was " moving into the court ''. Even more so when I knew it still could have been halted and XXXX would not work with me to prevent this appearing on my credit. This Judgment could have been prevented. XXXX stated the account was being " delivered '' to the Court system that very day. I requested they halt the judicial process to avoid a judgment complaint and I exercised a clear willingness to establish a settlement satisfactory to Plaintiff. XXXX stated they would not stop the judgment. I was under the impression XXXX was walking the Judgment into court and requested they contact the person delivering the complaint so it would not go into court, discuss the matter and work out a settlement agreement. XXXX stated the account can not be withdrawn once delivered to the Court ; the only option for me was to pay the account in full. I, rightfully, refused the settlement because of mounting bills and deficits attributed to being unemployed and now under-employed. I did re-commit to the representative an appreciable payment of funds reasonable payment plan as settlement. XXXX stated the complaint could not be withdrawn without even counting Plaintiff. I was refused my legal right of the FTC opportunity to verify the account as mine for dispute. XXXX has no proof of service and I have received mailed from WWR that has arrived to me at least a week with regular USPS process. The court granted mediation. I sent my summary to Mediator and XXXX as per the court request. I never received a Summary from XXXX. On XXXX XXXX, 2015, the day of Mediation, XXXX did not appear at but phoned in at least 20 minutes after the meeting started between the Mediator and myself to ask " how it was going '' with the Mediator. The Mediator provided XXXX with our progress and then hung up. During my mediation meeting the Mediator was interrupted during our meeting with a few phone calls. Basically my meeting was the Mediator thought it was in my best interest to sign the Judgment Entry. Mediator signed the Judgment Entry on behalf of WWR not presentOn XXXX XXXX, 2015 I received a large envelope from WWR containing a letter dated XXXX XXXX, 2015 with statements from Capital One. The letter states " ... Enclosed per your request please find copies of the Account Statements and Cardmember Agreement with regard to the above mention matter. Please review the documentation and contact ... to discuss a resolution to this matter. '' This letter came to me intentionally after Judgment granted to Plaintiff : why now, to fulfill FTC law?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-17

Discovery Bay, CA

Balance transfer

Credit card:

Complaint: As my issues were never completely resolved with my last submitted complaint approximately 50 days ago, I 'm submitting another. My previous CFPB # is XXXXCapital One Case # XXXXAfter about 2 months of fighting with Capital One, they finally gave me credit for the {$13000.00} balance transfer that was done in error the first time, and the second time never arrived. I was happy to hear from XXXX XXXX, in the " Executive Team '' via telephone. She said to call her if anything else happened, or if I had any further problems. Well, I did try to call her, using the PIN codes she provided over the phone and by letter. I stayed on hold for over 30 minutes and never got a voice on the phone, and called back multiple times that day - never reaching anyone, only listening to music on hold. I received her letter which also went to you, of Capital One 's version of the events - It mentioned nothing of the hell I went through, how extremely unprofessional they were at all times, and how not one supervisor over there helped me for 2 months while they charged me interest on {$13000.00} and then shut down my card for late payment. It does n't mention how they broke the law by not responding to my repeated requests to refund my my interest, and to reverse this charge - the hours I spent on hold, and how badly this hurt me financially. If you want to hear about the events as they actually happened, please contact me. I 'm writing today because I had asked XXXX XXXX to do the following for me, in lieu of the mistakes made:1. Reverse the interest that I was charged2. Reduce my payment back to what it should be, as I could not afford to make a {$300.00} payment. XXXX said this would be done, and that they would not report my late payment due to their billing error to the credit bureaus. I was given permission to make an {$82.00} payment that reflected my true balance, and that the payment would be adjusted. Well, It 's been a month since I spoke to the " Exceutive Team '' ie XXXX XXXX. Despite making the {$82.00} payment, my account has been shut down for the better part of a month, it says online that I 'm late, and that I owe a $ 160+ payment - which is not indicitive at all of my balance. And I have no idea if they reported me late to my creditors ( something they agreed not to do, as this is their error entirely ), but can only suppose that they did not honor what we agreed to in our conversation, as so many things continue to handled improperly. Though I appreciate what XXXX XXXX tried to do, I think, I still was given a number for her that proved to not get through to her, after many attempts, so this was not helpful. And after having called them hundreds of times to straighten this out, I can not keep doing so and expect a different result. I need my good credit in tact as much as you do, and if it 's not, this hurts me. I run a business and have affairs to manage - so I protect my credit carefully. I 've made all of my agreed obligations to Capital One, but this is just abuse. Not even after I reached the highest level possible did this issue get resolved, and I 'm in a much worse position now, from both a credit staindpoint and an overall financial standpoint. I 'm in complete disbelief.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-17

Lb, CA

Transaction issue

Credit card:

Complaint: Ordered a Large BBQ sandwich for a total of $ XXXXPosted on my account as $ XXXXI specifically did not include a tipThe manager at the business " XXXX XXXX XXXX '' in XXXX , XXXXInsisted it must have been me, other XXXX reviews prove a pattern of theft and fraud. I was not the only one with an unauthorized transaction
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-17

Hinsdale, IL

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: Capital One Auto Finance is not deleting an account from my credit reports, which is more than 8 years since last delinquency.
Company Response: Closed with explanation

Disputed: No Timely Response