CAPITAL ONE FINANCIAL CORPORATION

2015-10-15

Brooklyn, NY

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: Yesterday I went to change my cellphone service. At the end of the process I went to pay and it said the address was wrong, I tried again, still said it was wrong. That was the correct address for my card, so I went back and put " n/a '' in the apartment field just in case that 's what I had put- and then it said that there were insufficient funds in my bank account. The order had not gone through, I went to my bank account, and I saw that the charges had been sent through and were pending on my bank account- putting a hold on that money. I called the cell company to ask for XXXX charge to be dropped and if my order could be pushed through on the other charge. They said no. I asked if they could reverse the charges, because I could n't afford the hold on both- they said no- to call my bank and have them cancel it. First woman I talked to with my bank said that they could n't do it without a phone company rep approving cancelling the charges, and that I might be held accountable for any overage charges that resulted. She said if they did that, I would have instant access to my money- which I needed because I had no cash on hand, and my stove is broke, so that 's what would feed me until payday. Called the phone company again and asked that rep if he could talk to my bank and approve the charges being dropped. The plan was drop both charges, go into the store and do it in person, and then I 'd have about XXXX bucks until payday. We call the bank, and we explained the situation ... that XXXX charges were pending on my account, I could n't afford that, the order did not go through, I was n't going to get anything for the money, and to please just delete the pending charges. The bank wanted confirmation numbers from the phone company. The phone company had said nothing had been generated on their side because the sale did not go through. I said I had some sort of confirmation numbers on my transaction report for the XXXX charges of XXXX, and the bank rep said that it could n't come from me. I told them all I had was XXXX and change in my account with the hold until Friday, that I had no food and would be forced to withdraw the XXXX in order to eat. ( which left me with XXXX cents in my account ). I said that this was n't my fault- the phone company 's site glitched and now, even with the phone company saying to release my funds, I 'm going to end up going negative and getting fees on my account because of it. This bank person said that I " probably '' would n't be held accountable for the fees, but refused to guarentee it. He also said that the hold would last a few days, where either it will time out in the system, or the money will withdraw and I would have to go through the process of fighting it. The phone company guy tried again to explain that I was in need of the new service, and in need of my money- that he was giving permission to cancel the transaction according to what the woman said in the morning, and the bank person refused. I spoke on the phone from someone here asking for advice, they could n't find rules that fit my situation, so they passed it on to the FAQ people, and mentioned the possibility of a complaint.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-15

Northside, NC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: This is the letter I sent to CapitalOne360 regarding their refusal to correct my Checking Account statement. Long story short, my statement shows a transaction with incorrect check number of XXXX XXXX XXXX ) when in fact the check number is XXXX. The place the blame on the bank that cashed the check XXXX North Carolina XXXX Employees XXXX XXXX XXXX. -Begin Letter -Date : XX/XX/XXXX2015To : OFFICE OF THE PRESIDENT - CAPITALONE 360From : XXXX XXXX XXXX CHECKING CUSTOMER - ACCT # xxxxxxxxxxxxTo whom it may concern, I currently hold a Capital One 360 checking account with you. I recently reviewed my checking account transaction history online for the month of XXXX and noticed an anomaly with a particular check I had written for a business expense in the amount of {$90.00}. The check shows as check number XXXX and had no image associated with it. This check 's actual number is XXXX. I called Capitalone360 customer service to notify them of the error and to request that the check details in my online checking transaction history be corrected. I was told the details could not be corrected at that time, but I could get a copy of the check through secure message. I received a copy of the check in PDF format which I appreciated. However, my checking account statement for XXXX documents the incorrect check number of XXXX XXXX XXXX XXXX. Today, I called Capital One 360 customer service to see if they could correct the check details in the transaction history. I spoke with Supervisor XXXX XXXX Employee ID # XXXX XXXX whom reached out to the check receiving department on my behalf to see what they could do. After a long hold, I was informed that the check details could not be corrected and that check # XXXX could not be changed to XXXX. The explanation was that when the bank that cashed the check XXXX XXXX XXXX sent the cashed check to capital one, XXXX entered in the wrong check number which in this case is XXXX. I was told that Capital One policy dictates that check detail information received from the bank that cashed the check had to stay intact in my online transaction history and also on my checking account statement even if that detail information was inaccurate. I posed a hypothetical scenario XXXX. What if the Bank that cashed the check incorrectly coded the check number as XXXX? Since Capital one policy requires that information be kept intact when reflected in my transaction History and my checking account statement, would n't check # XXXX show up on my statement and transaction history? She agreed that according to policy, yes, XXXX would incorrectly show up on my statement as well as transaction history. I then asked that since Capital One policy states that statements ca n't be corrected, would n't I be stuck with a Bank statement that showed incorrect information for that hypothetical check transaction where check XXXX showed as check XXXX. She agreed that It would. This hypothetical situation is no different than the situation I am in now. Whether it 's check XXXX or check XXXX, the fact is that the transaction detail is wrong and I do n't have accurate documentation for my business transaction on my Bank statement. I explained the importance of accurate documentation for business expenses and Tax/IRS issues and requested that I receive a corrected statement showing check XXXX instead of check XXXX. I was told that CapitalOne policy prohibits statement corrections. I am very disappointed that your policy prohibits me from getting a corrected statement showing the correct check number and also prohibits correction of online transaction details. The only documentation regarding this business expense is a scanned copy of this check. Unfortunately the check does not correlate to my XXXX Capital One 360 checking statement since the statement is incorrect showing check number XXXX. I am requesting a change in the Capital one policies that disall
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-10-15

San Gabriel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been trying to obtain a loan modification, the lender has just put me on Repayment plans that I can not afford. I have currently applied for a modification and until XXXX day they are telling me that they got the documents.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-15

Alpharetta, GA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Arlington, VA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-14

Foxridge, MD

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Rosenhayn, NJ

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Rumpus Ridge, SD

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Snellville, GA

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-14

Cocoa, FL

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Walthill, NE

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Downey, CA

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Oakwood, VA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-14

Dix Hills, NY

Transaction issue

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Wonder Lake, IL

Customer service / Customer relations

Credit card:

Complaint: I opened up a credit card with Capital One in XXXX of 2015. I went online to setup auto-pay for my XXXX payment, but the system was down. I called and spoke to a woman who walked me through the process over the phone. I gave her my banking information and was told everything was all set. I track my credit closely XXXX, and received a notification that my score had dropped almost XXXX points. It was due to a XXXX delinquency with Capital One. I immediately called Capital One to discuss the situation. They appeared to be understanding. I was told they would no longer report this to the bureaus. I then received a letter saying they will not be removing this from credit reports. I called yesterday again to discuss the situation and was told there is nothing they can do. I am frustrated because this was a human error on their end and did not follow through with their promise.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-14

Los Angeles, CA

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Lake Shore, MD

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Detroit, MI

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-14

TN

Bankruptcy

Credit card:

Complaint: XXXX XXXX Capital one will not remove this account and it has been fully paid
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Cocoa, FL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: CAPITAL ONE BANK USAACCOUNT NUMBERs : XXXX and XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXPHONE : XXXX FAX NUMBER : XXXXDear Sir or Madam : I am a victim of identity theft. An identity thief used my personal information without my permission to open an account several account in my name this debt is not mine. I have enclosed proof of my identity and a copy of my Identity Theft Report. In accordance with the Fair Debt Collection Practices Act, I am asking you to stop collection proceedings against me and stop communicating with me about this debt, except as the Fair Credit Reporting Act allows. I also ask that you notify CAPITAL ONE BANK USA or any company associate with this account # XXXX, **************** and tell them the debt is the result of identity theft. I have enclosed a copy of the Federal Trade Commission 's police report Notice to Furnishers of Information. It explains your responsibilities under the Fair Credit Reporting Act XXXX FCRA XXXX. The FCRA requires that debt collectors give an identity theft victim documents related to an account if the victim asks. Please send me copies of all records relating to the account, including : date account open all sign original contract Account applications made on paper, online, or by telephone Account statements or invoices Records of payment or charge slips Delivery addresses associated with the account Records of phone numbers used to activate or access the account Signatures on applications and accounts Investigators reportPlease send me a letter explaining what you have done to : CAPITAL ONE BANK USA or any company associate with this account that the debt is the result of identity theft Stop collection proceedings against me Stop reporting information about the debt to credit reporting companies Provide me with the records I requestThank you for your cooperation. Sincerely, XXXX XXXX SS # XXXX DOB XXXX XXXXADDRESS : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-14

Hollywood, CA

Credit determination

Credit card:

Complaint: Capitol One used information from my father instead of me and declined me saying I was deceased. My FICO score is negatively impacted and I have an inquiry on account, but inexperience representatives keep asking me to reapply, or telling me to call XXXX after I explain that XXXX has fixed everything but inquiry.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Conroe, TX

False statements or representation

Debt collection: Credit card

Indicated shouldn't respond to lawsuit
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-13

Arvada, CO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-13

Succasunna, NJ

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-13

Concord, TN

Transaction issue

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response