CAPITAL ONE FINANCIAL CORPORATION

2015-08-26

IL

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Hi my Name is XXXX XXXX I received a call from capital one 360, he was trying to collect a debt which he said was past due of XXXX or XXXX and last XXXX payments were on time..This is a check debit card the balance is {$210.00} it was over XXXX. this is the first time this has .also he said i was XXXX days behind. i need help. thank you account XXXX the phone where they called from is XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Los Altos, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-26

Navasota, TX

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Golden Isles, FL

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Washington, DC

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Shulerville, SC

Credit determination

Credit card:

Complaint: I am writing to dispute my Costco/retail services Capital One credit card. I found out my credit score took a significant hit from XXXX to XXXX since XXXX XXXX. This was alarming due to my score having been XXXX or greater for the last 10 years. My Credit Lender pointed out that it was due to a Costco account that has been delinquent since XXXX XXXX in the amount of {$150.00}. This amount reflects late fees on a yearly Costco membership that I was never notified of. My lender stated that he has seen this situation with other clients from time to time. Our situation is that we moved from XXXX, XXXX in XXXX XXXX. We have not used our Costco card since XXXX XXXX. Since our move, I personally had all mail forwarded to our new address in XXXX, XXXX. We have been receiving our normal bills with the yellow change of address labels affixed. Mysteriously we never received any notifications or bills from Costco/Capitol One. This was never a thought due to the card not being used in over a year. I immediately contacted Capitol One and spoke with a supervisor. I presented my case to her. After some review, she found that our mail was returned to sender ( Capitol One ). Not only was my mail returned, my account had been closed. I wrote a letter to Capital One credit department on XXXX/XXXX/XXXX without any resolution of removing this delinquency from my credit report. I am requesting that this be removed from my credit report and taken care of as soon as possible. As you can imagine this greatly affects the status of my loan aplication. As mentioned, my above credit score is a reflection of my timely payments to all of my creditors. As you will see in my payment history with Costco since approximately XXXX, I have never been delinquent. I hope you can see the uniqueness of this situation. I greatly appreciate your consideration.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Jacksonville, FL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I received correspondence via postal vial to my physical address from Capital One credit card services stating I was approved for a credit card. From here, I filled out the application through capital one 's website and was instantly approved for a credit card with a {$1000.00} limit. The capital one credit card arrived within XXXX business days to my physical address. I activated the credit card and used it to by fuel on my way to dinner, the card worked, at dinner I attempted to pay with the capital one credit card and it came back declined. I called the number on the back of the card and was told by capital one the card was suspended due to suspected fraud, after they asked me a few personal and sensitive questions about my past, information only I would know, I answered all the questions correctly and capital one released the suspension on my account. The credit card worked so I was able to pay for dinner. The next day I was at the grocery store and attempted to use the credit card, it came back declined, again I called the number on the back of the card, answered sensitive questions only I would know and the suspension on my account was once again instantly lifted. A few days later the credit card was again suspended, so I called the number on the back of the card and was told I needed to visit my bank in order to confirm my identity. I went to my bank, XXXX XXXX XXXX, and was told the bank did not offer such a service and after speaking to a branch manager was told this sounded fishy. I contacted capital one and told them my bank did n't provide such a service, capital one requested I visit a XXXX XXXX XXXX branch to confirm my identity. XXXX XXXX XXXX told me the same thing my bank told me, they do not provide such services to confirm ones identity to capital one. Again I called the number on the back of the credit card and was told to visit another banking institution. I declined to continue searching for a bank and was told to fax capital one my birth certificate, social security card and a copy of my utility bills, I decline, feeling uncomfortable to send sensitive information to capital one and also to continue doing business with capital one. I asked capital one if I paid off the credit card balance today if I could cancel the card and they declined saying in order to cancel the credit card I would have to fax capital one a copy of my birth certificate, social security card and utility bills with my current address on them. I continue to make payments on time and have my banking information linked to the capital one website, the payments I make are much higher than the minimum payments and are deducted directly from my checking account. To date, I receive a letter from capital one once a week via us postal mail saying they suspect my account of fraud and have called many times and requested they discontinue sending such correspondence to my physical address. All I wish to do is to pay off the remaining balance and cancel the account, to date, capital one declines my requests.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

FL

Closing/Cancelling account

Credit card:

Complaint: i went to use my credit card and it was denied. when i called the bank they said a piece of mail was returned so they blocked the account, i asked for a copy of the returned envelope i was told they shredded it. how can you block an account and not retain any proof. i would like to see if the PO returned or someone in my household returned it dont i have that right. is the banking industry immune to keeping evidence?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

CA

Transaction issue

Credit card:

Complaint: I made a purchase in XXXX with Capitalone credit card who claims not to charge a foreign transaction fee. I make the purchase on Tuesday XXXX XXXX at app XXXX PDT. Capitalone texted me and asked me if I authorized a charge for {$1200.00} to XXXX for airplane tickets. I confirmed. And after checking foreign exchange rate at the time of purchase, I can agree to {$1200.00}. On my statement, Capitalone is charging me {$1200.00}. When I called last Friday ( XXXX XXXX ) to Capitalone to bring this up to their attention, they said that only {$1200.00} will be charged. When I called today ( XXXX XXXX ), they said that the charge came from XXXX, possibly for baggage charge. Such is obviously not true. Basically, Capitalone is not honest in the exchange rates for foreign transactions. In fact, they can charge any rate they wish. Consumer who are expecting to a particular amount on their credit card bill can be shocked to a much higher amount.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Foothill Ranch, CA

Credit card protection / Debt protection

Credit card:

Complaint: Short Timeline of Events:1. Started the dispute process with Capital One Credit Card regarding a scam from a particular vendor " Food XXXX '' ( XXXX ) on XXXX XXXX, 2015. 2. Both myself and Capital One made several ( XXXX ) attempts to reach out to the vendor directly with no response. 3. Capital One advises to that they will start the dispute process requiring both parties to submit supporting documentation. 4. " XXXX '' submits documentation including email correspondents ( which by law are considered liquidated damages and are seen unenforceable ) in addition to manifesting a fictitious timeline and contract. 5. I XXXX submit supporting documents regarding the fictitious documents and furthermore show proof a business scam ( refer to the synopsis ). 6. I XXXX made several attempts to contact the dispute department at Capital One to stay up to date throughout the dispute process. I left several voicemail 's with XXXX, XXXX and XXXX with no response nor updates. 7. I received a letter in the mail from Capital One advising that they did not find the merchant in violation of operating guidelines. 8. Called Capital One Escalations Department for clarification regarding the letter of determination. During that time I was told that the claim was not classified as fraudulent, scam nor was there any wrong doing on the merchants behalf. Synopsis : Both my wife and I sought out wedding coordination ( XXXX ) services for a destination wedding in Hawaii. On XXXX/XXXX/2015, XXXX processed a retainer fee from our Capital One Credit Card ending XXXX in the amount of XXXX that including a 3 % processing fee for day of coordination set for XXXX XXXX, 2015. On XXXX XXXX, 2015, my wife XXXX solidifies her travel plans to Hawaii and re- confirms her meeting with XXXX ( owner of XXXX ) to go over wedding logistics. XXXX XXXX, 2015, my wife XXXX leaves for Hawaii to meet with XXXX. Shortly my wife arrives in XXXX ; XXXX sends an email stating that she will be off island and her company is on vacation so neither her assistants nor XXXX employee is able to meet for the month. XXXX XXXX, 2015, we elect to terminate services. Concern with Capital One 's failure to protect me : Capital One is legally at fault for their aloof approach in protecting us the consumer and not following XXXX XXXX Liability Policy : " XXXX XXXX Liability* Policy is to guarantee that you wo n't be held responsible for unauthorized charges made with your account or account information. You 're protected if your XXXX credit or debit card is lost, stolen or fraudulently used, online or offline. " 1. XXXX submitted fictitious terms of agreement that was never disclosed2. They forged my wife 's signature on the contract to validate proof of agreement which is a XXXX degree felony. 3. XXXX failed to meet with my wife in person, breaching any terms of agreement4. The service we paid for was never rendered5. In all attempts with Capital one ; not once was there success on contacting the vendor regarding the disputeCapital One 's failure to investigate and protect my consumer rights : " The Problem and request for Audit '' 1. Capital One stands by and supports vendors such as XXXX that create fictitious documents used in a manner to scam the consumer. 2. Capital One stands by and supports vendors such as XXXX that use forgery to validate terms of a malicious scam. 3. In summary, Capital One has not only failed to protect my consumer rights from a scam and fraudulent activity but has also ruled in favor to supersede XXXX XXXX Liability Policy and the Federal Law regarding Fraud. This is a crime!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Harleysville, PA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

New Berlin, TX

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Etna, OH

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

Mansfield, TX

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Ardmore, MD

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Using a debit or ATM card

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Oxford, GA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I have been a victim of identity theft. A credit card was opened in my mother 's name using my birthdate, but the year she was born and my social security number. This credit card account was opened XXXX years ago ( XXXX ) when I was XXXX years old. The following year she passed away. ( XXXX ) I found this out on XXXX/XXXX/XXXX when I noticed money missing from my bank account. There is a levy on my bank account and it is frozen. I contacted capital one 's lawyer on XXXX/XXXX/XXXX, I was told that I will receive documents in the mail that would need to be signed in sent back, for them to start a fraud investigation. But I still have n't received anything. I need to prove I am innocent. I was minor at the time and this was done without my knowledge.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

Concord, NC

Customer service / Customer relations

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

Wrentham, MA

Transaction issue

Credit card:

Complaint: I used Capital One to prepay for a rental car with XXXX XXXX XXXX XXXX. Included in the price I prepaid to Capital One for the rental car was a " drop charge '' of {$210.00} for returning the rental car in a different location. XXXX then charged my Capital One card for the same {$210.00} " drop charge '' ( {$270.00} with tax ) that I had already paid to Capital One. I contacted Capital One to inform them the transaction from XXXX was a double charge and Capital One did not issue a credit [ Case Number XXXX ]. I then sent an email to the Capital One Travel Consumer Relations Department on XXXX XXXX, 2015 [ XXXXXXXXXXXX - Incident XXXX ] and received no response
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-08-25

GA

APR or interest rate

Credit card:

Complaint: I opened up this credit card in 2008. I have never been late on a payment. The majority of this debt was consolidated date because I had a 7.79 percent rate on this card. I always paid double the amount of the min payment. This last year I have been working hard to get other debt with higher interest rates paid off so I reduced my payment to the minimum on this capital one card. My payment was {$250.00}. I went out of town for a period of time in XX/XX/XXXX and XX/XX/XXXX and my bank makes the payments automatically. Unbeknownst to me the min payment went up {$3.00}. So in XX/XX/XXXX they received {$250.00} instead of {$250.00}. In XX/XX/XXXX ( I was out of town and did not know it was {$3.00} short ) They received {$250.00} instead of {$250.00}. I got back and realized they have raised my APR from 7.79 % to 24.99 % over a shortage of {$3.00}. I called and asked them to reduce it back considering my history of never being late and simply because it was not ethical to raise the APR to 24.99 %. I will never get out of debt paying this rate. I spoke to XXXX different people over a period of 3 hours. The last person XXXX ID # XXXX basically said she knew and understood what had happened and she knows what I want ... to have the rate lowered back to the original..but she WAS NOT DOING IT. It is not a matter of the dollar amount agreeing that {$3.00} was a meager amount to be short but rather that I was short twice and that it was not worth saving a good customer over {$3.00}. She was a horrible customer service rep. I wonder if Capital One really does not value good customers as she portrays. I want the interest rate reduced back to what I deserve having always paid on time. I was not " Late '' on a payment I was short {$3.00}. That does not warrant raping me financially. I owe Capital One {$15000.00}. They stand to make a lot of money over a {$3.00} mistake and this should not happen much less be legal business practice.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

Warrenton, VA

Other

Credit card:

Complaint: I opened a credit card account with Capital One. I chose Venture card as it was the most attractive option for me. The most attractive feature of the card was the lack of foreign transaction fee because I 'm often overseas for work and other matters. When I applied everything went without a hitch, and I was approved instantly as I have an excellent credit rating. But when I tried to activate the card, the card was " frozen '' for fraud alert -- I 'm not sure why that was the case since nobody from Capital One bothered to tell me despite my numerous requests -- and Capital One asked for my ID, SSN card and some kind of statements, etc. to prove that I 'm who I am. I was advised that it 'd take XXXX business hours. It 's been more than three business days. Nobody has any answers for me. XXXX of the reps promised to call me with an update, but they never did. I presume they have the recording of our calls. Their online help on XXXX is also unhelpful. If Capital One was worried about my identity, it should 've asked me to submit all the documents, etc. when I applied, NOT after I already got the card. Furthermore, I detest the way the representatives from Capital One would n't tell me anything, treating me like I 'm a scammer, despite the fact that I had to verify my date of birth, SSN and other information provided at the time of application. According to them, scammers know a lot of information about their victims. If so, they did they accept my application and approve it? I 'm currently overseas right now. I was hoping to be able to use the card and take advantage of no foreign transaction fee, but apparently that 's not going to happen. I also was n't given any promise that their system is secure and that my ID and other documents provided to them to verify that I am who I am wo n't be stolen off their server.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

MI

Other

Credit card:

Complaint: Ihave a capital one credit card and they keep charging a intrest charge on my statment evry month even when i pay my full balance. In there own statment you have a 30 day grace period. I have contacted them and asked them to correct the promblem but it is still continuing. After i recieve my stament i remove the intrest charge and pay the balance i owe and right under the intrest why? I have been keeping a close watch on this but if its happenig to me how many other poeple have not and are paying intrest when they should not.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-25

Portsmouth, VA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Capital one is showing that I have or had a Capital one card. I have never had a Capital one account or card. When I contacted Capital one they had no record of my SS # or account #. I really need this taken off my credit. Thank you.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-25

Nashville, TN

Customer service / Customer relations

Credit card:

Complaint: I am in the midst of purchasing my first home and am trying to increase my credit score to qualify. I have been a Capital One credit card holder for nearly two years, but accidentally had a late payment in XXXX 2014. I called and wrote a letter to Capital One on XX/XX/XXXX.The CO customer service rep I spoke with on XXXX told me it was " no problem '' and that she was " happy to report that the late payment will be removed, you should receive a letter of confirmation in 8-10 days and will see a late payment refund on your account ''. I CO called back on XXXX to see if I could get a copy of the confirmation faxed to me, but the rep said this was not possible. The gentleman I spoke to even stated again that the request was approved. I received the letter on XXXX that said my request was denied as Capital One XXXX CO XXXX was reporting the information accurately and that it would be escalated to a DISPUTE to the credit reporting agencies. I never denied the accuracy of the reporting but instead was asking CO to make a gesture of goodwill to me as a loyal customer and delete the late payment status. Now, I have a dispute on my credit report that will prevent me from moving forward on obtaining a mortgage loan ( until it 's resolved XXXX AND will cause my credit score to lower! This action should be against the law as I NEVER asked for a dispute, either by verbal confirmation or in the letter I sent. I never asked for a dispute but instead for a " gesture of goodwill ''. Those XXXX are not the same, and should not be used interchangeably. The staff should be trained on what " goodwill gesture '' and " Dispute '' is.
Company Response: Closed with monetary relief

Disputed: No Timely Response