CAPITAL ONE FINANCIAL CORPORATION

2015-08-21

South Florida, FL

Billing disputes

Credit card:

Complaint: I opened a Kohl 's credit card in 2014. I have found that this company uses false advertisements and underhanded business practices. Since I 've had the card, I 've tried to maintain a XXXX balance. My first interaction with this company and it 's misrepresentation resulted in me doing a survey where I was to received {$50.00} of free merchandise for filling out the survive. I wound up being charged {$69.00} for a promotional product that should have been free. I had to have my bank reverse the charges and dispute it to get my money back. The second incident, involved me returning a gold chain that broke after a week. When I returned it they did n't want to give me the full price I was charged because I used {$20.00} Kohls cash that they gave me to use in the store. The last incident, which prompted this complaint, involves me having to pay late charges on an account that should have had a XXXX balance. I am having to paid {$14.00} out of {$48.00} of late charged on a {$32.00} balanced I was unaware. The last payment I made to XXXX out my account was {$250.00} in XXXX. I was given this amount from the in store personnel. Unknown to me, the amount I paid left a balance of {$32.00}. I received no further billing correspondence from Kohl saying I owed anything. Since I was under the impression I owed nothing not receiving a bill was ok. I received numerous promotional correspondence but no bill. I made a purchase at the store XXXX XXXX and had no issues with the card, 2 days after the purchase and 2 days before this complain, I get a call from Kohl stating That I owed {$89.00}. I was informed that I owned {$32.00} balance and {$48.00} in fees. At that time, the representative willing to discount all the extra charges and I was only to pay {$32.00}. I tried to discuss with the Kohl 's representive at the time but I had to do my due diligence and go through my paperwork. I discovered that indeed I did owe {$32.00}. When I called back, that 's when they refused to discount the total fees and told me if I did n't pay My account would be reported to the credit bureau. They refuse to give me a supervisor or a name or number to someone else to talk to. I would like you assistance in resolving this matter
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-21

Tampa, FL

Other

Credit card:

Complaint: There is a credit card showing up on my credit report which is not mine. I have never taken out a Capital One credit card. Please help
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-08-21

Staten Island, NY

Billing disputes

Credit card:

Complaint: I charged XXXX dollars on my credit card for a procedure the merchant in return charged my card XXXX I disputed the XXXX and capitalone have me a tempery credit made me fill out paperwork and send in my receipt which I did for the XXXX charge now they said the merchant repliled and sent them a receipt with is not even my signature for a charge of XXXX and they ca n't do anything else because I do n't have a cash receipt for the XXXX I paid in cash I sent them a letter in from my grandmother who paid the {$3000.00} cash on the day of the procedure along with my {$500.00} receipt for the charge and they told me they need proof that the XXXX was paid in cash from the merchant if the merchant was trying to rob me which it seems like he is then why would he give me a receipt for the XXXX cash I was rushed in the XXXX under XXXX and could not even think when I woke up this is crazy my XXXX year old grandmother handed XXXX in the off cash the day of the procedure for me I do n't know why capitalone is worried about the cash part when I sent them my proof and receipt for {$500.00} authorizing only XXXX and when they said they had a signed receipt from me from the merchant for XXXX I said the signature was fraud they said they ca n't mark it as fraud because I gave them my card this is insane I 'm not paying {$7000.00} for a XXXX dollar procedure I will sue capitalone and XXXX there not helping me obviously the merchant is trying to rob me
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-21

Lewisville, TX

Late fee

Credit card:

Complaint: Capital One charged me interest and late fees on top of an annual fee XXXX {$59.00} XXXX for a credit card. They reported me to the Credit Bureau for not paying the {$59.00}, but also reported me for fees and interests ( {$26.00} XXXX for a total of {$82.00}. Charging interest and fees on top of an annual fee is illegal. Supporting documentation is attached. Because I am refinancing my home, the ding on my credit hurt me. They said they would fix it, but that it would take 30-60 days for the Credit to be repaired. Since interest rates are rising, I might now qualify for a lower interest rate now due to the ding on my credit, which could cost me thousands of dollars in the end. I asked for a letter stating the matter had been reversed with the Credit Bureau but they would n't give me one.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-21

Centerton, OH

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt resulted from identity theft
Complaint: I am and have been the victim of identity theft. Several companies including credit card companies that were listed under my name were notified by me as to the identity theft situation and after there investigation each wrote to me stating I was not responsible for any debt HOWEVER Capital One is still actively seeking payment from an account that is not mine. When I became aware of the debt I contacted the company and told them of the situation. Several months later I have been contacted by XXXX XXXX XXXX a collection company bearing their acct number of XXXX listing the balance of {$390.00}. I have contacted them within the 30 day period stating the identity theft situation. Please help me rectify this and have XXXX not hold me responsible for a debt I did not incur. Thank You.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-21

NJ

Customer service / Customer relations

Credit card:

Complaint: this is not a complaint as much as it is feedback overall i like capital one. they have helped me i need my case and needs individually analyzed and carefully analyzed. i need some extra time to pay my credit card bill and if possible any extra points to help me with balance. in addition to over a XXXX in medical debt currently in litigation for provider to pay i lost my AC and my fridge this summer. i only use your cards due to the excellent cusomter service. i am also needing more time to pay no interest please. some of those expenses are from months ago. please they were essential. my birthday is coming up and i would appreciate it. please consider helping me i use your cards when i have to and responsibily due to exemplary XXXX. i also had written about a business account and needs i have but to my disappointment just got a script back
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-21

Hamburg, MN

Late fee

Credit card:

Complaint: I set up a bill payment on XXXX XXXX that my bank did n't send out and I caught the error on XXXX XXXX, then promptly called to make the payment and waive the late fee because of a bank error, before any late fees had been assessed. I made a payment XXXX XXXX of my normal monthly amount of {$25.00}. I got XXXX calls, XXXX at XXXX, XXXX at XXXX and again at XXXX from them on XXXX XXXX. They had apparently applied the late fee to refund to the account balance rather than to the amount due, and they told me I now owed them {$65.00} by XXXX XXXX. They ( now speaking with a manager ) said that they wo n't refund the XXXX late fee until that amount is paid in full, and that they will apply it to the account balance. They said that I was n't being punished for the bank error on the phone, but this is just the way they operate. She also insinuated that I was in the wrong in asking her to fix my monthly amount due rather than applying it to the account balance.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-21

Warren, RI

Advertising and marketing

Credit card:

Complaint: Capital One continues to send me credit card offers in spite of my opt out recorded within the XXXX credit bureaus for all marketing offers. I repeatedly called their office to rectify and to this day, still receiving their marketing offers. I have never conducted business with them or its affiliates and presently have fraud alerts on my credit bureaus so not sure why they keep mailing these to my home. I have called in to take my name off of mailings, but they still continue to arrive against my request. This is a clear cut violation of law and completely out of compliance with Regulation P - GLBA Privacy Rule. Please take action to have them cease these communications. Honestly, I would never do business with them since they can not simply record my privacy preferences in an efficient manner, The offer is coming from Capital One, XXXX XXXX XXXX, XXXX, VA XXXX. The product offer states " Venture One Rewards '' expiring on XXXX/XXXX/15. It is labelled " your no hassle application ''. Reservation # XXXX, Access code XXXX. Such actions are annoying, abusive and a real inconvenience to have to continuously take action when several reasonable attempts were made to stop. All I want is for them to remove me from their mailing list and systems. Thank you.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-21

Arco, CA

Billing disputes

Credit card:

Complaint: I was issued a credit card application from Capitol One, I filled out the form and was granted the card. After opening the card, I changed addresses. At this point Capitol One called me and said they needed some additional information from me, after the card had been issued and I had begun using it. They said there were some " Issues '' they need to make sure were worked out, and refused to elaborate. I was given a fax number to send proof of my address and identity to, at XXXX of their departments. After faxing them the information XXXX times, from a XXXX, this department claimed they could not read the information on the fax. I confirmed there was indeed no issue with the fax machine being used, and deduced the problem was on the end of Capitol One. After faxing from a different fax machine the documents, they still said they could n't read them. Having no choice I asked if I could email the files, and they said they did n't have that option. I began calling different departments at Capitol One to find out what the problem was, and was basically told they suspected the card had been opened illegally. I said, let me just pay the balance on the card and be done with it. They said I could n't do that, because they had to verify who would be paying. As I was unable to prove my identity to them through their department 's incompetence, I left it out of mind briefly and Capitol One immediately sent the account to a collections agency. This agency never contacted me, and I found out about it only though pulling my credit report. Capitol One made it impossible for me to pay my own credit card balance and impossible to resolve whatever suspicions they had about my own identity on their end.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-21

N Monmouth, ME

Closing/Cancelling account

Credit card:

Complaint: When paying off my final payment after closing my account with Capitol One, the customer service rep asked if I wanted to round up to the next whole dollar amount.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

Fort Lauderdale, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-20

Arlington, TN

Cont'd attempts collect debt not owed

Debt collection: Auto

Debt was paid
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-20

Aurora, CO

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

Abram, TX

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

Detroit, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have an Easy 5 year mortgage from Capital One 360. I have paid all but just under {$4000.00} on it. I have been making payments online for 5 years, and the loan is due by XXXX XXXX, 2015, as it has a balloon. I went online today, Thursday, XXXX XXXX, 2015, to pay off the loan, but for some reason, Capital One is not allowing me to pay the loan off. They are forcing me to make payments by certified check or wire transfer. Even if I wanted to may the small biweekly payment, which is around {$80.00} bucks, it wo n't allow it. I spoke to XXXX employees, who stated, " The loan has matured, you ca n't make any payments. '' This loan is not even due for over a month, and I have a biweekly payment that ca n't be made because of this nonsense. I have never been late on a payment before, and they are using their power to force me to make expensive payments, when there is no reason why I should not be able to make a payment online. I repeat, this loan is not due until XXXX XXXX, 2015!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

South Florida, FL

Disclosure verification of debt

Debt collection: I do not know

Not given enough info to verify debt
Complaint: Responded to initial contact letter with a timely debt verification request. Collection agency continued collection activity ( calls and letters ) before responding to the debt verification request.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

Scottsdale, AZ

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I had a dispute with a merchant XXXX XXXX XXXX and asked them to stop charging my credit card I had on file as they do not have a way for me to cancel my credit card on their website. I called and advised I do not want their services and to stop automatically billing my master card. They said the would take care of it when I called but said they would not provide me with any confirmation coded as they do n't do that, just an internal note on my account. To make sure my card would not get billed again I canceled that card and was issued a new card number from capital one. As soon as I activated the card this merchant XXXX XXXX XXXX got my new card number without me giving it them and billed my new card. I call capital one and was told they did not give out the information and that master card provided them with the new information. I had to completely close my credit card account. I was not aware anyone can obtain new credit card numbers without the customers connect. I should have the right to stop a billing of a merchant on a credit card if that is what I choose and master card should not have the authority to provide my new car numbers without my authorization. Having to close my account has caused harm to me by hurting my credit score.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-20

NY

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: My capital one credit card went missing and a few unauthorized charges totaling around {$1800.00}. I followed the necessary procedures to file a fraud claim and was denied {$1100.00} of the charges stating there are " no indications of fraud. '' This has been a sham with capital one since the day I reported this and I can not get anyone to help. I 've left numerous voicemails with no return calls and a certified appeal letter that has also gone ignored.. These XXXX particular charges that they are denying are from the same merchant and state that items were shipped to my address, but yet can not provide a tracking number not a delivery service in which I can follow up with. In addition, capital one stopped short of calling my family thieves and indicated that someone in my household must of made this transaction.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-20

Tarzana, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: We have these individual who used our Business Checking Account for his personal use to pay his credit card. It tremendously affect our business operations and mess the owner 's credit score because of this fraud issue. We have filed police report for this identity and grand theft. Please see attached report.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-20

Mandeville, LA

Credit decision / Underwriting

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-19

E Fairfield, VT

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-19

Billings, MT

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-19

Indianapolis, IN

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-19

Ridgewood, NJ

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-19

Greenville, SC

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response