CAPITAL ONE FINANCIAL CORPORATION

2015-07-08

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

N Hollywood, CA

Other

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-07-08

Sioux City, IA

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-08

Darnestown, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-08

Echo Lake, IL

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

Carol City, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

Gold Canyon, AZ

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

NC

Credit card protection / Debt protection

Credit card:

Complaint: About XXXX years ago, i received a credit card of {$300.00} issued by HSBC, with 0 % financing for a year. I purchased insurance on the account, as I was afraid of being layed off ( I am an older worker ). I was told at the time, by phone, by the insurance company and HSBC, that if I became unemployed, the insurance would pay off my account. A month or two later, I was layed off due to my illness, and initiated the program, providing the information needed to both companies. When I returned to work XXXX months later, the program ended, and when I checked my balance, I still owed about {$300.00}. When I inquired with the insurance, they claimed that they payed out around {$30.00} a month for nine months, or around {$270.00}. When i inquired about the account with HSBC, they said they dropped the interest rate when they froze the account. Now if the insurance company was paying at least the minimum on the account, why did the HSBC change the interest rate without informing me? This product was sold to me with the intention of preserving my credit by paying on this account, and was misrepresented by both parties involved. To make this story worse, HSBC was bought by Capitol One. I discovered this after I got a call from Capitol One saying I need to send a payment on my account. I told them, I do n't have a Capitol One account, wherein they told me that my account was purchased by HSBC. I told them of the problems with HSBC, and they told me, that they had no idea where that money went, but that Capitol One purchased the account. I told them that I have already paid via my insurance on that account, and the amount owed should have been less than a XXXX bucks, not the {$300.00} they claim as the balance. They claimed to know nothing about my situation, so I tell them I am not paying them money I do not owe. Flash forward to today : its been years since that conversation, Capitol One has accessed late fees on a credit card account I do not own. This was then turned over to an odious collection agency called XXXX XXXX, after upping the ante from {$300.00} to {$500.00}. I have told these people for years I am not paying them, and will not. I may one day settle this, but its not going to be for {$300.00} or {$500.00}, it will be for the amount owed on the original account, minus the amount paid by the insurance. In the years between, I have purchased cars, and other items with credit, paying them off in a timely manner. Recently, I have left work again, due to my health problems, and have related this to XXXX XXXX, who still wants to collect for Capitol One. They wanted me to put an account of this in writing to them, but I have instead opted to put an account of this in writing to you, in the hopes you will forward the complaint to both Capitol One and XXXX XXXX. If my failing health and employment issues do not sway them to write this off, then the next window to conclude this chapter is XXXX 2016, when I file and receive my meager income tax return, wherein I will offer again, to pay the original amount due, minus the money paid by my insurance to whoever is collecting it. Or nothing if they like. I currently do own a credit card ; HSBC was my last.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-07-08

Clinton, MD

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-08

Burbank, CA

Credit card protection / Debt protection

Credit card:

Complaint: I paid off my capital one credit card and closed the account. I received notification from a collections agency of a transaction on my capital one account now in collections. I immediately called Capital One and XXXX XXXX stated that Capital One closed the card due to a transactions XXXX came through and they did not receive payments. I explained that she can see I paid the account off and closed the card. She stated that I did pay off the account however the account was NOT closed per my request. She said because the account was not closed the transaction ( s ) from XXXX were allowed. I requested to file a cardholder dispute because I did NOT authorize this transaction ( XXXX ) XXXX ( when I called XXXX they advised me to file a dispute with my bank ). Initially, I was advised that I had no dispute rights because the account was closed which per my research is n't fair. I was then advised that is a violation of Reg-E so I called XXXX XXXX back and she then stated that my dispute was declined. I could not get a straight answer as to if a dispute was even filed so I mailed multiple requests for documentation/proof/explanation/etc. and I have never been contacted. XXXX XXXX has not returned any phone calls I have made since XXXX 2015. NO emails, no letter XXXX XXXX ) in the mail, not even a phone call from Capital One. The first time I heard of this transaction and delinquency was from a collection agency. I did not review account because I CLOSED THE CARD AND THOUGHT NO CHARGES WERE POSSILE : ( At this time I am asking for your help because I need a response from Capital One in writing to determine how I am to proceed. I would have already gone to small claims but again, I need a response from Captial One to understand why my account was n't closed per my request upon submission of my final payment bringing the account to a {$0.00}, why was I declined the right to file a dispute on this transaction multiple times? If a dispute was filed, then I want to see the documentation from the association so I may use that should I need to pursue XXXX for these funds, if a dispute was NOT filed I need to understand why capital one would do that when it is my right to file dispute for unauthorized transactions, why was I not notified of the delinquency of the account when I clearly paid the account to a {$0.00} balance, why has n't Capital One responded to any of my emails, phone calls and mailed correspondence requesting assistance. Lastly, why would n't capital one call me when they could see my account history was a {$0.00} balance and instead allowed the unaccessed account to accrue charges and only then did they follow through with my ignored request and close the card? Please, please, please help me, I worked really hard to get my credit in good standing and this has brought me right back to where I was through no fault of my own and they refuse to respond. Their lack of response is astonishing and I have no where else to turn until I get some answers and documentation. Thank you for your time and consideration in assisting me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

North Hollywood, CA

Other

Credit card:

Complaint: Capital One placed an unauthorized inquiry on my credit reports with the three bureaus. I never authorized them to pull my credit nor did I apply for any credit cards with them. they are reporting an unauthorized inquiry fro XXXX XXXX, 2013. Please have them remove this. thanks
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

Northside, NC

Other transaction issues

Money transfers: International money transfer

Complaint: On XXXX/XXXX/2015, I purchased an item from XXXX. The seller was located in XXXX and offered free shipping ( see attached ). This free shipping and the entire transaction was based on false and misleading advertising. The seller knew that the item, even though advertised ( see attached ) to fit the style ( XXXX XXXX XXXX ) of my vehicle, did not fit and an unsuspecting buyer would be forced to send it back to XXXX and eventually end up paying for shipping. The item is too long for the trunk of my XXXX MB. When I contacted the seller, " XXXX '' stated that I should return the item but she was unable to provide a prepaid return label from XXXX. Although she mailed the item via XXXX ( # XXXX ), the seller also stated that " there is no local shipping address within United States, that 's why we ca n't offer pre-paid service due to we are not located in USA '' ( see attached ). If the seller is not operationally equipped to handle returns, then they have no business selling to customers located in the United States. This is a scam! On XXXX/XXXX/2015, the fee in the amount of {$49.00} was charged to my Capital One account ending in XXXX. I filed a dispute which was denied by my bank due to seller XXXX 's statement that the item did in fact fit my vehicle. Although, in previous messages from XXXX she stated that she understood my concerns and will gladly refund my money once I return the item with shipping charges paid by me. On XXXX/XXXX/2015, {$49.00} was rebilled to my account ( see attached ) for item number XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

Murphy, TX

Credit card protection / Debt protection

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

Cherry Brook, MA

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

Kalamazoo, MI

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-07

Bayside, WI

Application processing delay

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-07

Bohemia, NY

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

Phenix City, AL

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

Washington, DC

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-07

FL

Transaction issue

Credit card:

Complaint: After my small business failed the only option I had for a credit card for my new business was a secured card through Capital One. I signed up for this account, deposited {$2800.00} do bring my available credit line to the maximum {$3000.00} limit. My complaint is based on a recent transaction that was declined because I was three days late on my payment. There are plenty of funds on my account to cover this transaction. I have a payment scheduled for this account today three days passed by due date and yet they still decline my transaction. I feel that this is an unjust practice considering that I have available secured funds and that I 'm only three days past my due date - can somebody please tell me if this is an acceptable business practice?
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-07

SD

Other fee

Credit card:

Complaint: This is now my second concern regarding the same issue. I had to reach out to this agency approximately 1 year ago. This card was to have to ridiculous annual fee removed. I have attached a screen shot of the response from the company stating they have " permenantly '' removed the annual fee.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-07

East Rockaway, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: This is the XXXX complaint that I have filed against Capital One Bank during the last 57 days. For information regarding my initial complaint, which also involved my Rewards Money Market account ( hereafter, RMMA ), please see Case XXXX ( hereafter, Case XXXX ). A brief summary of the facts associated with Case XXXX will facilitate CFPB 's understanding of my current complaint:1 ) After making a {$230000.00} deposit to my RMMA in XX/XX/XXXX, I had, as of XX/XX/XXXX, not received reward points for the month of XXXX. Historically, Capital One Bank credited reward points to my RMMA within the XXXX five days of the new month. 2 ) When I contacted Capital One, they cited a " bank wide system issue '' as the reason for the delay in reward points posting to my account, a claim reiterated in a letter, dated XX/XX/XXXX, that I received after this issue was resolved. 3 ) This letter also stated that the computer issue lasted from XXXX XXXX - XX/XX/XXXX. Note that Case XXXX was actually filed two days after ( XXXX XXXX ) the computer issue that effected RMMAs was resolved. Yet reward points were not posted to my account until ~ XXXX XXXX and Capital One backdated this posting to XX/XX/XXXX. 4 ) Finally, I know another individual who has a RMMA and he/she received his/her reward points during the XXXX five days of XXXX ( Note XXXX, below ). This fact appears to be inconsistent with a " bank wide system issue '' - if the issue was " system wide, '' presumably all RMMA accounts were effected, right? Onto my current submission:1 ) On XX/XX/XXXX, I received an unsigned, undated notice from Capital One Bank informing me that my RMMA was being closed. 2 ) The notice did n't quite put it that way : instead, it stated that my ability to earn rewards points in my RMMA would end on XX/XX/XXXX and that the funds in the RMMA would be swept into a High Yield money market account in XX/XX/XXXX. 3 ) I received this notice 53 days after Case XXXX was opened. Retaliation for contacting the CFPB? 4 ) This notice arrived after a period ( XX/XX/XXXX-XX/XX/XXXX ) in which I had redeemed a high number ( Note XXXX, below ) of rewards points ( XXXX ). Possibly, Capital One 's attitude towards RMMA holders is, " Please, send us your money, because if you do then you 'll earn reward points (! ) but if you actually use a lot of these points in a short period of time, well, that will make us sad and we will close your account in order to foreclose the possibility of future sadness. " In terms of outcomes, I would prefer to leave my funds in my RMMA and continue to earn rewards points. Hence, I have XXXX questions for Capital One : 1 ) Are all RMMAs like the one I hold being closed on XX/XX/XXXX? 2 ) If not, then why, exactly, is my RMMA being closed? Note 1 - I omitted this information from Case XXXX because I had not received permission from my friend to include it in that filing. Understand that my friend 's points posted the XXXX five days of XXXX - they appeared in his/her account during this period. In contrast, my points did not post until ~ XXXX XXXX and were backdated to XX/XX/XXXX by Capital One. Note 2 - By " high, '' I mean relative to my perception of my annual spending on my Capital One Visa, which runs around {$16000.00}. A brief explanation is required : the rewards points referenced above are earned in a money market account offered by Capital One Bank. I typically transfer these points to my Capital One Visa rewards account, where I use them to offset travel ( airline tickets, hotel ) purchases.
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-07-07

Lewisville, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX I deposited a XXXX $ check through the ATM. On XXXX XXXX my bank froze my accounts. Claiming they were just trying to verify the funds on the check. I asked why my accounts were frozen. They couldnt speak to that matter. Claiming they shouldnt of been they were just trying to verify the check and they cant unfreeze my account. I called later that afternoon and spoke to the fraud dept once again. This time the representitave said that my account was frozen due to supsicious activity on my end. I then revieved a phone call from the branch claiming thats not true and that it is due the check and verification of funds.On XXXX XXXX my acct was still frozen and noone has any answers for me. Except the individual who wrote me the check. He supplied a photograph showing the check cleared and everything ok on his end. As of tues XXXX XXXX. My bank will not unfreeze my account. And noone has a answer and will not tell me anything. Especially since I have showed proof of the check being cleared. I have had deposits get rejected in light of this. and it has put me behind in rent and my business in jeopardy.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-07

PA

Delinquent account

Credit card:

Complaint: I took out a loan through my bank to pay off this credit card. My bank called them directly for the payoff amount and mailed the check. Company mailed the check back to the bank stating they could not credit to account. Bank immediately mailed the check back without changing anything. Company cashed it, and we assumed it paid off the account. After the account was sent to collections, we started asking questions as to where the money was credited to, and we wanted statements. The company, or the collection agency were not able to furnish us with statements, or any kind of answers. During this time, it has been reporting my credit as a charge off account. This has taken years to get no resolution, and it needs to be resolved. It 's negatively affecting my credit, and I am unable to move on with my life. We have provided all companies with documenting emails and copies of the cashed check to no resolution. During the time of the payoff, Capital One bought XXXX, so it is my belief that this situation happened in error during the handover.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-07

Wonder Lake, IL

Billing statement

Credit card:

Complaint: Capital One sent me an email telling me they had unenrolled me from paperless statements when I missed a payment. A couple of days later, they sent me an email stating " Thanks for enrolling in paperless statements. '' I did not re-enroll in paperless statements. Enrollment in paperless statements requires consent for purposes of XXXX, which I did not provide. Accordingly, Capital One is violating XXXX by enrolling me without my consent. Further, TILA does not permit creditors to condition delivery of periodic statements on paperless enrollment. As such, failure to send a paper statement in the absence of XXXX consent constitutes a violation of TILA 's periodic statement rules. I believe this issue is not unique to my account, and it is likely that many consumers were enrolled in paperless without their consent and have not been receiving statements properly.
Company Response: Closed with explanation

Disputed: No Timely Response