CAPITAL ONE FINANCIAL CORPORATION

2019-08-09

Las Vegas, NV

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-09

NJ

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: I send in a dispute request for all 3 credit bureaus (XXXX XXXX XXXX XXXX) to update the KOHLS/CAPONE balance to XXXX or remove the account as the CAPONE sent me a 1099-C to pay taxes on the debt that was owed/ KOHLS/CAPONE verified the balance that issued in my 1099-C form on XX/XX/XXXX when the issued a cancellation of debt let to me back XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-09

IL

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Complaint: In early XXXX I received a mailed letter ( it was dated XX/XX/2019 by them, however I did not receive it until at least XX/XX/2019 ) from Kohl 's stating that a credit account that I have through them had an amount of {$100.00} that was past due. The letter did not state how long past due the request payment was, only that it was past due. I had received no other communication from them or notifications of request for payment prior to receiving this. I then called and made the payment as requested to bring my account to good standing. Since they did not provide me with the length of time it was past due, I did not worry about this affecting my credit at the time. However, about a month later on XX/XX/2019 I received credit score information via FICO and noticed my score had dropped approximately 70 points due to the missed payment. I then contacted Kohl 's immediately on the same day, XX/XX/2019, to rectify the situation. The representative I spoke with informed me that they had incorrect email address data on file for my account which was why I had not received any account statements or communications from them regarding my account. I also received zero telephone communications or mailed communications from them during any of this time regarding my account even though the phone number and mailing address portions of my contact information were actually correct and could have been used to reach me and would have avoided any of this situation from happening. Only the email portion of my account information was not correct in their data, and that was the only method they had used to attempt to contact me. Despite this admission of error/incorrect information on their part, they still refused to remove the late payment from my credit report.
Company Response: Closed with explanation

Timely Response

2019-08-09

Key Biscayne, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: On XX/XX/19, I received a text alert from Capital One Bank, asking me if I had made ( 3 ) transactions at ( 2 ) XXXX XXXX XXXX. I replied " NON '' to the text. Then I noticed that on XX/XX/19 the charges from those transactions, appeared on my credit card account. I called Capital One, and asked them if they had disputed the charges with the merchant ( XXXX XXXX ), they claim that they did. And advised me that the card has a chip in it, and was present at the time of the transactions. Will I find that very hard to believe, because the card was in my possession, on that date XX/XX/19. Unless someone was able to get a card mailed to them at a different address. The XXXX XXXX XXXX, I called, and requested they check their camera video, and see it it was me, making the purchases on XX/XX/19. But the manager told me that XXXX XXXX Corporate office would have to give the ok, for them to do so. I am sending a request for such in writing to the main office, see what come of that. Stores where purchases were made : XXXX XXXX # XXXX Amounts of Purchases ( 2 at $ XXXXea ) XXXX XXXX XXXX XXXX, FL XXXX Phone : XXXX XXXX XXXX # XXXX Amount of Purchase {$500.00} XXXX XXXX XXXX XXXX XXXX , FL XXXX Phone : XXXX I am disappointed in Capital One that hey should ask me to pay, for these charges, being a long time customer, I have never before disputed charges made on my credit card, why would I start now, reason would be that I did not make these charges. I should not be made to pay. for someone else 's fraud. Any assistance you can offer it would be greatly appreciated.
Company Response: Closed with monetary relief

Timely Response

2019-08-09

Plymouth, FL

Incorrect exchange rate

Money transfer, virtual currency, or money service: Foreign currency exchange

Complaint: This is regarding the transaction made in XXXX XXXX ( XXXX ) using Capital One Venture VISA credit card ( issued in US ). Both Capital One and VISA confirms that actual currency exchange rate would be calculated when transaction is posted on account. Its not when transaction was made. Here are the specific details related to transaction. 1 ) Transaction posted Date in Statement - XX/XX/2019 2 ) Bank Fee confirmed by Capital one - 0 % 3 ) Transaction Currency- XXXX XXXX ( XXXX ) 4 ) Credit Card Currency - US Dollar ( USD ) 5 ) Transaction Amount- Rs XXXX Issue - Amount charged by Capital One Venture VISA credit card is XXXX XXXX.This amount is {$160.00} more than actual exchange rate. I have done some research on this transaction and here is the proof why foreign exchange rate is inappropriate- 1 ) Upon entering above 5 details on Foreign Exchange Rate Calculator on VISA website, amount charged should be $ XXXX This conversion by Visa is WRONG. ( Attached screenshot for more details ) Web link - https : XXXX 2 ) Upon entering above 5 details on Foreign Exchange Rate Calculator on MASTERCARD website , amount charged should be {$7600.00} This conversion by MASTERCARD is correct and is very close to exchange rate searched on XXXX. ( Attached screenshot for more details ) Web link - https : XXXX As VISA is using inappropriate currency exchange rate I need to pay around {$160.00} more for single transaction. I talked to Capital One and VISA both and they delegate the question to each other and no one is taking the responsibility of this issue.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-09

Bessemer, AL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2019-08-09

Plymouth, FL

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Old information reappears or never goes away
Complaint: Capital one, keep updating missed payments.. thats not accurate.. Ive been making on time payments ... and its continue to hurt my credit score.. please help me.. o dont know where else to turn
Company Response: Closed with explanation

Timely Response

2019-08-09

San Francisco, CA

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2019-08-09

Finksburg, MD

Threatened to contact someone or share information improperly

Debt collection: Auto debt

Talked to a third-party about your debt
Complaint: Capital One repeatedly calls daily. Contacted family member twice regarding personal business and was not authorized. I did notify them to never contact my family member again but they continued against my instructions. They told my family they were a collection agency and wanted to speak with me regarding my debt.
Company Response: Closed with explanation

Timely Response

2019-08-09

NC

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: My first Capital One ( Venture One ) card was activated several weeks ago. I had used it often since. Unable to access the account online, I was told by a Capital One agent that I needed to send the front and back of my Driver 's License ( through a secure link ) to gain online access to the account. I did that. To which they froze the account, without warning or reason - apparently because the address on the license plate did not match the address on the account. ( I own a house in New York, and the townhouse in XXXX XXXX NM from which the account was applied. ) I learnt of the freeze when my card was rejected in a restaurant. ( In front of a client. ) In response to my frantic call, Capital One - through three different agents - insisted that the only way to reactivate the account was by my sending a photo of my Social Security card in an email! A physical photo of the SS card, and nothing else will do? They also wanted a photo of a local utility bill ( reasonable enough ) but the SS card was in a safe deposit box in NY. Game over. No physical SS card, no re-opening the account. Once my astonishment wore off, I demanded that Capital One put this remarkable SS card request in writing - email or physical letter. They refused. They offered a generic letter about " questioning my identity '' - which would have been patently false. ( I have worked in the banking industry for 40 years and know their people personally, as I described. ) They again and again refused to put in writing this bizarre and unique requirement, even as they made it again and again on a recorded line. If they doubted my identity, they should not have validated the card in XX/XX/XXXX. Instead, I now have roughly one dozen " auto-pay '' accounts waiting to charge my new " rewards '' card - but it's still frozen.
Company Response: Closed with explanation

Timely Response

2019-08-09

Bear Creek Township, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-08-09

Sarasota, FL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2019-08-09

Houston, TX

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-08-09

Lewisville, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: Since I took the loan up to date Total interest paid=XXXX $ and only XXXX $ toward principal balance.
Company Response: Closed with explanation

Timely Response

2019-08-09

Houston, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2019-08-09

Clermont, FL

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Complaint: Capital One credit Card was opened under my name fraudulently between XXXX or XXXX of 2018 in the amount of {$200.00} or {$300.00}. I informed them it was not mine and the guy started harassing me and getting belligerent over the phone.
Company Response: Closed with explanation

Timely Response

2019-08-09

Chicago, IL

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2019-08-09

Largo, FL

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Closed with explanation

Timely Response

2019-08-09

PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: On XX/XX/XXXX I received a " Final Payment Information Letter '' letter from my Auto Loan provider Capital one Auto Finance. The letter stated that on XX/XX/XXXX the loan will reach it's term. It stated that my account balance exceeds my regular monthly ; y payment amount. Throughout the life of the loan I had a few deferments which pushed the payments or interest to the back of the loan. There was a balance of {$2500.00} and some change when the loan reached it's term. When I received the letter I called Capital One Auto finance and asked how I could pay the balance of {$2500.00} and if I could break up the payments monthly. I was told I cam break up the payments monthly as long as I paid at least my regular monthly payment of XXXX and that I had until XX/XX/XXXX. I called right after I received the letter on XX/XX/XXXX to ask what my options were as it was stated in the letter. I was told exactly what I described above and to wait and call back on XX/XX/XXXX and I will receive specific instructions. I called back in XXXX prior to my normal monthly due date and spoke to a gentleman who repeated what I was told above that I can break up the {$2500.00} into monthly payments as long as I paid before XX/XX/XXXX. On that phone call he took my first payment of {$550.00} over the phone after that I paid online like I normally did every month and on XX/XX/XXXX made another payment for {$500.00}, on XX/XX/XXXX {$520.00}, on XX/XX/XXXX {$460.00} and on XX/XX/XXXX the balance and last payment of XXXX ( note before the XX/XX/XXXX date I was told ) I received my title and congratulatory letter that the car was paid off. On XX/XX/XXXX I received notifications from all 3 credit bureaus that Capital One Auto Finance reported my loan as delinquent more than 90 days and my score dropped 70 points putting my score below average to where I can not buy another car or at least without an extremely high interest rate and It's hindering my ability to look for houses to buy. I called Capital One Auto and explained the situation and was told I am correct there is obviously a mistake " as I can see the payments that you made '' He told me he was going to submit a credit reporting dispute and it would take about 30 days. This past week I called for an update and was told the dispute was declined when asked why, I was given the run around by several people and the last 2 people I spoke to in the resolutions department said the loan was reported as late because the payments I made went to the principal and that i made them online after the first payment i made over the phone in XXXX. I explained I did was I was told to do. The floor lead in the resolutions department said there was nothing he can do and that he listened to my call back in XXXX where i was told to make the regular monthly payments. I tried explaining that's exactly what i did ... .I called and asked how I can pay the balance of XXXX that was due immediately and was told i can break them up monthly as long as i paid at least the minimum monthly payment and before XX/XX/XXXX. I was told this several times over several phone calls. No one told me not to make them online and no one said anything about it doesn't count if it only goes toward " principal '' I didn't choose for it to just go to principal and from my standpoint as the borrower all I'm looking at is a balance of {$2500.00} and what my options were to pay it and I did exactly what I was told I can do. i asked repeatedly why can't they fix the delinquent reporting when you can clearly see The amounts I paid and you can hear the phone calls where i was told I can pay each month the regular monthly payment and that i had until XX/XX/XXXX. This is clearly not a delinquency because i paid as instructed. However their computer system allocated the money to just principal isn't relevant because i was legit paying the XXXX over the 5 months as discussed and I did. There hasn't been a late payment on my auto loan account since XXXX. This is not a fair reporting when I very proudly paid off my car as agreed and on time each month.
Company Response: Closed with explanation

Timely Response

2019-08-09

Library, PA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with customer service
Complaint: I have been diligently trying to access the Capital One general website to go in and access my credit card and pay my bill. For over 2 months, I can not get into any of the Capital One sites. The general dashboard that pops up when trying to access, which I have used since 2012, no longer appears. There is a " generic '' screen which askes for a log in ( which I have also tried using my current log in and password to no avail ) and is basically for the new Venture card. I have called and spoke with customer service several times -- either I can not understand the rep, or I am put on hold for crazy-long periods of time while my answer is being " researched ''???? Updated my computer, browser, etc., but this is a real issue for me. I am seriously concerned about this. Attached documents for your review. Thank you.
Company Response: Closed with explanation

Timely Response

2019-08-09

Juniper Hills, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: Im a victim of identity theft I need these accounts block from my XXXX accounts
Company Response: Closed with explanation

Timely Response

2019-08-09

Detroit, MI

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-09

Wonder Lake, IL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: To whom it may concern, I have had my account charged off about a couple of months ago due to the fact I was not able to make payments. I just recently found out that I was affected by the XXXX breach causing all my information to be hacked and used by others. That is why I have had multiple unauthorized charges on my account and I have reported it multiple times but it still came back as valid. Then I found out I was one of the many affected by the XXXX breach and possibly Identity Theft.
Company Response: Closed with explanation

Timely Response

2019-08-08

New Orleans, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: 1. On XX/XX/XXXX members of our non-profit organization went to Capital One ( XXXX XXXX XXXX location ), only to find a " For Sale '' sign on the building. ( We were not notified of this closure ), We were trying to add the name of our new Treasurer to the existing account. ( Since 2003 ) 2. Since this is supposed to be a National Bank, we went to Capital One ( XXXX XXXX location ), only to get delay after delay. We had all of the necessary identification and documents to add a name to our account. *However, we were informed that we would have to start a new account, because they couldn't find our account,. *They didn't know where our account was transferred, since the XXXX Branch was closed. *They didn't know how to locate our existing account. They sent us to the Louisiana Secretary of State, IRS, ect. *They were so incompetent, with so many conflicting ideas. *This is totally unacceptable. 3. As of today, we still have not been able to simply add our treasurer 's name as an authorized signature for our existing account. 4. I dont know how the Corporate Office of Capital One operates and conducts business, but this is ridiculous.
Company Response: Closed with explanation

Timely Response

2019-08-08

Guilford, CT

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response