CAPITAL ONE FINANCIAL CORPORATION

2015-04-10

NY

Customer service / Customer relations

Credit card:

Complaint: An auto-dialer operated by or on behalf of Capital One Bank calls my home XXXX to XXXX times a day looking to speak to my mother, XXXX XXXX. She no longer is reachable at this number and I called Cap One XXXX to ask that they stop the calls to XXXX. Both times I asked to speak to a member of their Compliance Department and both times the request was denied. All I get is their standard " talk off '' along the lines of " it could take XXXX hours for your number to get removed from our auto dialer ''. The calls keep coming and this bank is stalking and harassing me. For the CFPB 's reference, please note that the callback number that their robocaller " XXXX '' asks for a return call at is XXXX. This is the number I called XXXX to ask that they calls stop.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-10

Duluth, GA

Credit line increase/decrease

Credit card:

Complaint: I called Capital One Customer Service Dept. and spoke with XXXX XXXX ( Rep ID # XXXX ) and XXXX ( Rep ID # XXXX ) about account reviews and credit line increases. I have XXXX credit cards with Capital One ; Last ( XXXX ) digits of " first card is # XXXX '' and " second card # XXXX ''. I asked XXXX XXXX and XXXX on Friday, XXXX XXXX, XXXX at XXXX when was my account last reviewed. I was told that information is not documented on my account and the department that does the review does n't take phone calls. I was also told the only way I could get an answer to my questions regarding account reviews was to write in and wait approximately " 20 days '' for a response. Although Capital One ' s Account Management Dept. told me my account would be reviewed annually and if I maintained a good payment history, which I have ; credit line automatically increased. They have failed to honor the commitment. The only time I 've received a credit line increase was in XXXX when I called asking these same questions. And, that was only on XXXX of my cards. I have good credit with all of my merchant accounts. In fact, as of today my balance on the # XXXX account is {$67.00} and my balance on the card # XXXX is {$0.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-10

Evanston, IL

Other

Credit card:

Complaint: Capital One has refused to update my credit report by removing the " In-Dispute by Consumer '' or " Account Disputed by Consumer '' and it is delaying the purchase of my new mortgage. I have EXCELLENT credit scores averaging XXXX across the board, with NO derogatories, and this In Dispute status is costing me from being processed. I spoke with XXXX different people at Capital One credit card in the past 2 weeks and each person said that they would send something forward to remove the status and there is no change. I understand that pursuant to the The Fair Credit Billing Act requires that you list correct statuses of my accounts on ALL XXXX major bureaus, that each statement be sent to the correct address, that you not ignore change of address requests, and that you facilitate disputed charges in a manner prescribed by law. The Act also stipulates that you provide lawfully requested information concerning my account upon request in a timely manner. The account in question : CAPITAL ONE BANK USA, or CAP ONE Acct # : XXXX. There is nothing to dispute since there is no negative history, no incorrect balances, and the items are reporting positively. This is just laziness. For that reason, Capital One must forward a notarized statement on your letterhead which will attest to your compliance to the FCBA and FCRA generally and to my account specifically throughout the period I have been a customer. Otherwise, delete the negative marks you have reported to ALL XXXX consumer reporting agencies within the timely manner prescribed by law.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

Manhattan, NY

Application processing delay

Credit card:

Company Response: Closed

Disputed: No Timely Response

2015-04-09

Livonia, MI

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

Catalpa, VA

Bankruptcy

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

Bohemia, NY

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

West Newfield, ME

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

MD

Delinquent account

Credit card:

Complaint: Capital One of XXXX XXXX XXXX XXXX XXXX XXXX UT had reported XXXX/XXXX/XXXX to Experian Credit Bureau, that account # XXXX was not late XXXX XXXX, as Capital One had previously reported XXXX, XXXX of XXXX and XXXX XXXX. This inaccurate reporting effectively RE AGES the account to report past the statute of limitations for reporting to credit bureau under the Fair Credit Reporting Act. When I asked Capital One for a payment history from XXXX to XXXX, Capital One stated we delete old files. When I asked for signed copy of the application for validation of debt they did n't respond. I mailed to capital one copies of the early statements that I had on hand for XXXX and XXXX with late payments listed and Capital One did n't answer certified return receipt mail. The late charges on the statements are -- XXXX for {$29.00}, XXXX for {$29.00}, XXXX for {$29.00} XXXX for {$15.00}, XXXX for {$29.00}, XXXX for {$39.00}, XXXX for {$39.00}, XXXX for {$29.00}, XXXX for $ XXXX no change. The date of first delinquency is inaccurately reported. The payment history is inaccurate.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-09

Flint, MI

Transaction issue

Credit card:

Complaint: I have paid my payments through Capital One credit card for several years now. In fact, on my personal account they have stated that my payment history is XXXX %, which is good. I paid XXXX payments within XXXX weeks to bring my account under the credit card amount that was issued to me. I paid {$50.00} by mail on XXXX XXXX, 2015 and then another payment through my checking account on XXXX XXXX, 2015. On XXXX XXXX, 2015 I called the representative XXXX ( ID # XXXX ). I asked why was my account held and there was n't any credit on my card. She said that we had to call my bank to verify that the money was taken out because I had a returned payment in the past. She then called XXXX XXXX XXXX. I was then insulted, mortified, humiliated, and felt as if I was treated like a child about my account. Capital One had taken the payment on XXXX XXXX, and cleared the account on XXXX XXXX. They continued to hold my account and did not put any credit on my card until today in which I had to call and demand that they put the money on my card and call the bank to get a verification. Again, this is an insult to me being a paying customer!!! I should not have to call to get my funds released on my credit card!!!!! This does not make any sense I then spoke to XXXX ( ID # XXXX ) Both the representative and supervisor XXXX were rude! I would close my account with Capital One if I did n't think that it would affect my credit!!!
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-04-09

LA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: In XXXX, I was unaware that my line of credit matured and was cancelled. I was paperless in an XXXX. They said they would extend it until we arrived home. XXXX XXXX at Capital One on XXXX, LA talked to us when we returned. XXXX took our reapplication to reopen the line since we had had this with your bank for 10 years and had been with capital One for 30 years at the XXXX, LA branch. In that time frame, we spoke with the manager and explained. She called Capital Loan dept., spoke with another woman who said she 'd handle it that day, XX/XX/XXXX. We have a fax confirmation from XXXX XXXX XXXX, XXXX. The woman in Loan dept. said a week later that she did n't receive it although the manager at Capital One on XXXX. had the fax confirmed. So the money we paid over 4 months to our Line of credit was never applied to our line of credit. It was held in a Capital One Management fund. We paid {$2400.00}. on XXXX? XXXX. On XX/XX/XXXX, we paid {$1300.00}. On XX/XX/XXXX we paid {$1400.00}. On XX/XX/XXXX we paid {$300.00} and on XX/XX/XXXX we paid {$2500.00}. On XX/XX/XXXX we paid {$1200.00}. and XX/XX/XXXX we paid {$500.00}. On XX/XX/XXXX we paid {$2000.00} and XX/XX/XXXX we paid {$1500.00}. None of these were applied. After this occurred, we were told to pay the entire amount off. On XX/XX/XXXX we paid the entire balance. XXXX XXXX helped us do this at Capital One XXXX XXXX. XXXX in XXXX. The new loan number was XXXX. When XXXX XXXX faxed this to XXXX in the Loan Department, and told us it was supposed to be applied to our line of credit. XXXX 's phone # is XXXX. It never was applied. So all of this time Capital One held our {$4700.00}. and never applied it to our line of credit. Then we were placed into a collection agency despite us paying on this. It ruined our credit. We were trying to refinance our home from a 5.5 % loan to a 3.3 % which we were attempting to do with XXXX at Capital One. Because of the credit agency, we were refused. This cost us {$35000.00} over the 30 year loan period.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Leesburg, VA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Tyrone, NM

Communication tactics

Debt collection: Credit card

Threatened to take legal action
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Golden Isles, FL

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Prattville, AL

Improper contact or sharing of info

Debt collection: Credit card

Contacted me after I asked not to
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-08

Ocean City, MD

APR or interest rate

Credit card:

Complaint: I am hoping that someone can bring resolution to my ongoing issue with my credit card company. I have a credit card through Capital One for over XXXX years now and despite numerous attempts to obtain a lower interest rate of 19.8 %, I was advised that they do not a reduced interest option for repayment. I spoke with a representative yesterday about being put on a payment plan to pay the card off and she advised me that Capital One does not offer this option and the rate stays the same as when the card was opened. Of a minimum payment of $ XXXX monthly, XXXX has been going to finance charges. I am wanting to pay the card off and hope that this bureau can help bring me some resolution
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-04-08

Jensen Beach, FL

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Jacksonville, FL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt resulted from identity theft
Complaint: Capital One has continued to sell an account to collection agencies after it was determined that the account was open due to identity theft. Capital One and the collection agency are appearing on my credit report for the same account. The account was deleted from my credit report and has now resurfaced.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

NY

Unsolicited issuance of credit card

Credit card:

Complaint: Capital One Bank sent me XXXX credit cards under my account, XXXX for me and XXXX for my spouse. The card for my wife was never activated and never used. My wife has her own card with Capital One. Capital One creates a XXXX account for her and sends her a credit card directly without notice to me. Thus, she has XXXX credit cards from Capital One : XXXX of her own and XXXX to me. She incurs XXXX charges totaling {$400.00} on the XXXX card I know nothing about. XXXX, How can Capital One hold me responsible for her charges on a card I never authorized or had any knowledge of?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Topeka, KS

Billing disputes

Credit card:

Complaint: Capital One refuses to open credit card dispute/chargeback over the phone even though their web site advertises that you can open a dispute over the phone. http : XXXXI called them twice and they refused to open the disputes both times and tried to forward me over to the merchant instead.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-08

Patterson, MD

Advertising and marketing

Credit card:

Complaint: Capital One advertises Cash rewards -- however and whenever you want themWith Capital One ( XXXX ) cash rewards, there 's no limit to how much you can earn and no minimum requirement on how much cash back you can redeem. Also, your cash rewards do n't expire and can come as a check, account credit, or gift card. However after reading Your No Hassle Rewards Program Terms & Conditions, consumers are subject to : We reserve the right to alter, change, or terminate this rewards program at any time without notice. Redemption values vary and are subject to change without notice.This is misleading and contrary to their term " NO HASSEL REWARDS '' and it should be disclosed or not allowed on their applications page!!!!!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

FL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: This is concerning capital one on a fraud that was made to XXXX credit cards with them back in XXXX I was scamed by XXXX people concerning my credit cards a person named XXXX XXXX had made payment on both of my credit cards and had me get the cash and send to XXXX XXXX via XXXX XXXX to XXXX XXXX in a XXXX week period this happened XXXX to the sum of XXXX dollars I had a credit limit of XXXX dollars but now I owe over XXXX the payments made to my cards was withdrawn by the bank that submitted payment but they only put XXXX card in fraud and refuse to put both cards in fraud unless they here from XXXX XXXX to verify that he made payment to the account everything happened at the same time i have tried to get them to work with me on this situation I blame them for allowing me to go over my limit by that much money is just crazy and why did they not make sure payment was secure before releasing cash to me what can I do about this situation.
Company Response: Closed with explanation

Disputed: Yes Untimely Response

2015-04-08

Jacksonville, FL

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: I am the Payee Upon Death on my aunt 's account. I called Capital One Bank for the procedure to have funds disbursed. I was told to go into the branch to retrieve funds. I explained that I live in XXXX and was told that I had to send her original death certificate and a Letter of Instruction to the branch where the account was opened, which I was told was the branch located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX I sent the requested documents via Priority Mail on XXXX/XXXX/XX/XX/2015 to that location. Since I was told that the funds should be disbursed about a week after the bank received the documents, I called the XXXX XXXX branch on XXXX/XXXX/XX/XX/2015 to verify if the documents were received, and when would the funds be disbursed. I was told that the XXXX XXXX branch was not the origination branch, and the origination branch was located at XXXX XXXX XXXX, XXXX, XXXX and that the XXXX XXXX branch had forwarded the documents to the XXXX branch. I asked when and was told that they just sent the documents, and did not make a record of when the documents were sent. I then called the XXXX branch to see if they had received the documents and was told they had not received the package. It appears that my original documents are nowhere to be found, and no one has a record of receiving my documents. I took me about XXXX weeks just to get the procedure, and now it is taking extra time to try to figure out what happened. What I am requesting is that the funds, which are mine, are disbursed to me. Thank you for your assistance.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Lithia, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response