CAPITAL ONE FINANCIAL CORPORATION

2015-07-12

Bronx, NY

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-12

Lewisville, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On the day of my visit at the old XXXX XXXX branch I was approached by a personal banker. This banker asked me what I needed help with. I advised him I needed several things such as ; cashing my check, making a deposit, and making a payment on a credit card. Unfortunately I did not get the personal bankers name. The personal banker asked if I had ever used the mobile app to make a deposit. I respectfully answered no. I advised the banker that I needed my funds today and I was unsure if I made a mobile deposit that my money would not be quickly available. The banker asked the amount of check and who it was from. I advised the banker that it was from my new employer. He asked why it was not deposited by direct deposit. I told him that this was my first check and they usually give a live check. I once more reminded the banker I needed my full funds today. Having that I had lost my job last month and this was my only cash that had came in within the last 4.5 weeks and needed to pay all my bills. Having that my bills were already past due including my car payment and rent. The banker advised not to worry that he would be able to take care of that for me. I dearly trusted this man so I used my mobile app to deposit the check in his presence. Once completed he then looked in the system and stated that only XXXX XXXX dollars would be available until the check was cleared for funds which could take up to 3 days having that it was Friday. I was speechless. I clearly had told him my financial state and he clearly disregarded it. I was very upset and I just did not want to be in this branch anymore. So for that reason I shall never go in this branch and or did recommend it. I understand it is not the entires company 's fault of how their employees work. But as company some bankers are giving Capital one a bad name and making us not trust you with our money. I would want this complaint to be read by the office of the president. As I would like to know what will be done to correct this issue company wide. Having that I now know that the bank branches get credit for each mobile deposit made within their facility. I felt very used and cheated out of my money. Now I am having my doubts whether or not I should even bank or continue financing one of my vehicles with Capital one. At this point I feel it 's worth to reconsider my auto loan, XXXX credit card loans, and my personal checking account. I trusted this bank having that I clearly have done business with them I believe it is intresting that the bankers are the ones getting credits for making us deposit a check through the app within their facility and not letting the tellers do their jobs. At this point that I have the availability of depositing my own check electronically what is the point of having tellers or bankers?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-12

Seattle, WA

Billing disputes

Credit card:

Complaint: Credit Card was lost prior to business trip. I reported lost and then later reported charges that were not mine. They are XXXX charges, XXXX for {$130.00} from safeway, XXXX for {$10.00} from safeway, and last one from XXXX for {$13.00}. ( posted XXXX and XXXX 2015 ) Capital One did nothing to actually investigate the issue. They instead made up there minds immediately that the charges were valid. I was sitting in an airport or in another city when these charges were reportedly made. Capital One was negligent and refuses to do anything.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-12

Ponte Vedra, FL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I had a fraudulent {$250.00} charge applied to my account on XX/XX/XXXX. The name on the transaction was XXXX. I disputed the charge with Capital One and they agreed to investigate. As of today I have not received any update on the dispute and it has been over 6 months. When I call or email Capital One about when I can expect a {$250.00} credit for the fraudulent charge I get no answers. I wanted to close this account XX/XX/XXXX but Capital One said that since a charge is in dispute I would not be able to close the account. Consequently, I had to pay the {$39.00} annual fee and do not even want this credit card anymore.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-11

Naples, FL

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-11

Herndon, VA

Other fee

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-11

Detroit, MI

Other fee

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-11

KY

APR or interest rate

Credit card:

Complaint: Capital One Credit Card company exaggerated and inflated interest rate. I opened this account since 2008 and closed a couple years ago and still at XXXX. The account has never decreased in interest rates and faithful pay the account. I have compared balances in order credit card companies like XXXX and Orchard Bank and they have been paid in 5 years with a similar high balance of {$1000.00}. I suspect this company is violating to inflate charges and fees so people can never get out of debt from Capital One Credit Card.Other companies like many banks will post your payment by midnight on the due date no by the hours set up by this credit card company that is a limit of XXXXeastern time or central time. I felt like I never going to be out of the debt from XXXX that has not go done for the last 7 years someone needs to audit this company inflated interest rates.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-11

Oxford, GA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX, 2015 I contacted Capital One Auto Finance via online message. I advised them I was ill and in the process of going on XXXX and that I wished to make arrangements to satisfy my contractual obligation to my auto loan. I advised them I could continue paying monthly once my XXXX payments begin and asked to defer a payment or for help with an arrangement. They responded and advised me to call in and request the deferral and arrangements as well as offer to fax my medical documentation. I did as they asked, and was told that even though I am past due 1 payment, I do not qualify for any hardship plans or assistance. I have made numerous calls to Capital One asking for help with an arrangement and am constantly being told I do not qualify because I am not past due enough. I have been encouraged by Capital One Auto finance to fall further past due as I may qualify once I get more than a payment past due. It is my opinion that Capital One Auto Finance is violating my rights under the FDCPA by misleading me with different information each time I call. Further, why would a lender encourage a customer to fall behind which will generate more late fees and financial stress? I got a letter post marked XXXX/XXXX/2015 accusing me of not honoring the contract to pay on time. The letter further states " while we have accepted late payments in the past, we did not waive our right to enforce the contract ''. It goes on to state they intend to strictly enforce the contract in the future and threatens to exercise its rights to " accelerate the debt and repossess the collateral ( the car ). '' This statement is an obvious violation of FDCPA as it threatens the consumer with misleading reporting, collection tactics and consequences. Further, this letter accuses me of being in " default '' when I simply past due 1 payment.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

East Rockaway, NY

Cont'd attempts collect debt not owed

Debt collection: Auto

Debt is not mine
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Leesburg, GA

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Monroe, LA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Unity Plaza, CT

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

Edgewater, MD

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Bloomfield, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-10

VA

Communication tactics

Debt collection: Credit card

Threatened to take legal action
Complaint: I have received at least XXXX fake court documents citing Wage Garnishments that have been left at my door. I live in VA and this particular collection company is also located in Virginia - XXXX XXXX XXXX , XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA. The debt dates back to XX/XX/XXXX or earlier. I was taken to court and my wages were garnished for the amount I owed Capital One ( in XX/XX/XXXX ). Now I have a new company contacting me with fake Wage Garnishments. There 's no summons filed with the court and no court case in the court systems listing. They also have an incorrect address for my employer. I 'm sure I 'm not the only person they are contacting for time barred debt. The full amount I owed to Capital One has been paid - they still listing the full amount of the original debt.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

Titusville, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-07-10

Alex, LA

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My escrow amount was amortized over 60 months. Suddenly, Capital One decided to shorten the amortized period to 48 months. This has caused extreme financial hardship for me. Today, after numerous attempts, I spoke with one of Capital One representatives, XXXX ( ID number XXXX ) who told me there is no supervisor or Customer Advocacy Team member to speak with me regarding my complaint that my escrow payment was increased. Furthermore, the correct escrow amount is {$28000.00} NOT {$33000.00}.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Nyc, NY

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Capital One notified me of potential fraudulent activity on my account XXXX Note it was the XXXX time in a year there was fraudulent activity ). I confirmed the activity was fraudulent and was issued a new card. I was told I would not be responsible for the charges. Then 10 days later I get my bill and the charges have not been removed. I was informed it was because the charges were still pending when the fraud claim was filed and it was my responsibility to call back. This is ridiculous for 2 reasons. 1. I was not told this on the initial call. 2. Capital One should develop a system to remove these type of charges without the customer waiting and calling back a second time. It seems like willful ignorance to not have a few fraud claims disputed. As I explained to the agent even a pen and paper would be a sufficient system to deal with these issues.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

MA

APR or interest rate

Credit card:

Complaint: We have been a customer of Capital One for many years. My XXXX mother has been responsible for paying certain bills to allow her to remain financially independent ; however, her memory has been an issue of late, and I noticed that the Capital One bill was not paid timely. As soon as I saw this I paid the amount due of XXXX ( XXXX/XXXX/15 ). I reviewed to see why the payment was so high, as we do not use the card much and the minimum payments are normally XXXX. Due to the missed payment for XXXX and XXXX, Capital One increased our interest rate from 4.92 % to 29.40 %, effectively increasing the minimum payment from XXXX to XXXX ( more than doubled the minimum payment ). I called Capital One and spoke to several people who told me that per the " Terms and Conditions '' they were unable to lower the rate on the card for XXXX months. However, it will be impossible for us to pay the minimum payment of XXXX. Essentially we will go delinquent due to this drastic rate increase. Up until this small issue, we have always paid on time. The fact that my mothers memory contributed to this makes it even more upsetting, as I can not now explain to her why the minimum payment has more than doubled, and we are on a fixed income unable to pay that drastic increase. All I have asked Capital One to do is put me back to the interest rate I have been at up until a couple of months ago. XXXX rate is robbery. We are good customers who paid in full once we realized there was a missed payment. It is unreasonable for Capital One to think that customers can pay such an interest rate, especially when we have been timely all along. My father went into the hospital on XXXX XXXX, thus I was not thinking about this bill at that moment, but as soon as I was made aware I paid the balance due in full ( XXXX ) I promised Capital One that I would put the account on autopay so that we do not run into this problem in the future if they would lower my rate back to what it was for years ( XXXX ) ; however the reps continuously told me that they were unable to change the rate, and that I would have to pay 29.40 % for 1 year before they would review. That is a difference of making {$1700.00} in payments in a year to {$4400.00}. All because we missed a payment and caught up as soon as I was made aware? I told Capital One that this account will go delinquent at 29.40 % -there is no way that we can financially afford to pay almost $ XXXX over the next year. Will they help us only when we go delinquent and ruin our credit? Is that the best answer? No, it is not. This rate increase is punishment for a late payment that is not in character of the account. It was a mishap due to my parent aging minds, and I do not want to embarrass them telling them that the reason the payment more than doubled is because they forgot to pay the bill. I am only asking that my rate be put back to what it was in XXXX. 4.92 %. We can then afford to pay the minimum payments. We can not at 29.40 %. Thank You.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

Flint, MI

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-10

Bueche, LA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I am contacting you in reference to a matter that I 've had to send communications to Capital One about. Everyother month Capital One XXXX reporting my auto loan on my credit report, I dispute it, it updates correctly and thenreappears. I filed bankruptcy due to having XXXX bills from the birth of my son ; however, that hasbeen discharged for XXXX years, my reaffirmation agreement with Capital One was declined by the judge. Nonetheless, I continue to make payments on my vehicle and will until it 's paid in full. My issue with Capital OneAuto is the credit reporting ; it 's incorrect, should n't show anything but ( account closed, bankruptcy XXXX, zerobalance ) or something of that nature. Anything other than that is a clear violation of the FCRA post-bankruptcydischarge requirements. I 've communicated with them at least XXXX times over this year alone about the same thingtrying to get it permanently resolved. To report a discharged debt as something else ( for example, '1charged off ' orhaving a balance as more than zero ) violates the provision of the FCRA that requires creditors from reportingincorrect information. XXXX XXXX XXXX XXXX ( a ) ( XXXX ) ( A ). it is also a violation of the FCRA if I 've notified them about theincorrect reporting XXXX several times XXXX, but then they still have not permanently corrected it. XXXX XXXX XXXX ( a ) ( XXXX ) ( b ).
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Harsens Is, MI

Received a loan I didn't apply for

Payday loan:

Complaint: I received threatening phone calls from XXXX XXXX XXXX who is representing a client called Gateway. They told me that I owed on a {$300.00} loan back in XXXX 2015. Gateway states they did n't get paid back and they are charging me with fraud and writing a bad check. I do n't even know who these people are. I tried to explain that to XXXX XXXX XXXX and asked for Gateway 's number. They refused to give it to me. They had my SS #, business and personal phone # s but not the correct home address. They were threatening to contact my employer and make a visit to my home. They want to charge me over {$2000.00}. for this " so-called '' loan for {$300.00}. I went through all my bank statements for the year of 2015 and never did I receive {$300.00} in my bank. I asked why I never received any type of correspondence from Gateway. XXXX XXXX ( the debt collector for XXXX ) said that was not her problem and she was turning it over to the courts in XXXX County for lawsuit. Gateway and XXXX owe me an explanation for putting me through this horrible experience. I 'm ready to fight them in court because there is no way I ever dealt with them nor did I receive {$300.00} in my bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-09

Greensboro, NC

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response