CAPITAL ONE FINANCIAL CORPORATION

2019-08-05

NJ

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-08-05

Magnolia, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX XXXX XXXX ( XXXX ) capital one XXXX, XXXX and XXXX did their investigation sent po dept to the creditors and ftc violations but the above references company will not quit calling me asking for a debt that is not owed which is a Violation of the FCRA
Company Response: Closed with explanation

Timely Response

2019-08-05

Lk Buena Vis, FL

Attempts to collect debt not owed

Debt collection: I do not know

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-08-05

CO

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/19- I received an alert that i had a missed payment on my credit report. Upon further investigation, again it was an account that was closed over two years ago. See attached screenshots for evidence. I have enlisted XXXX XXXX XXXX to help me settle this account. For the past year i have been making steady payment to settle this account.
Company Response: Closed with explanation

Timely Response

2019-08-05

PA

Struggling to pay your bill

Credit card or prepaid card: Store credit card

Credit card company won't work with you while you're going through financial hardship
Complaint: Kohls was told that I lost my job and I will square up when I get the money. My mortgage and food come first. They send me emails and notices in the mail but call me and this is no lie, 6 times a day sometimes 7. I have always paid my bills, I just need some time to get the money. I want the calls to stop and you know I dont think I am going to shop there anymore. I already paid off a balance with them and have been a good customer but I dont need this harassment!
Company Response: Closed with explanation

Timely Response

2019-08-05

Alexandria, VA

Getting a loan or lease

Vehicle loan or lease: Loan

High-pressure sales tactics
Complaint: Capital One Bank has shared my information with XXXX XXXX XXXX without my permission. I never gave XXXX XXXX XXXX permission to share my information with any banks but my bank which is capital one. According to an email and text message my information has been shared with other banks. XXXX XXXX XXXX has been sending me email and text share with me that they banks need more information from me to process a loan with other banks beside captail one. XXXX XXXX XXXX has been making false statement regarding banks and my information. Are only going through the motions as stated in the email to share my information with various employee and banks without my permission due to my XXXX. They haven't reach out to capital one bank which reference me to them regarding my car loan with capital one bank. Employee are saving my information for there on benefit and personal used. As stated in the email to go through the motions. No one from XXXX XXXX XXXX reach out to capital one bank but has shared my information with everyone and with other banks.
Company Response: Closed with explanation

Timely Response

2019-08-05

Worcester, MA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: These people have no ID, no signature no proof whatsoever. I have been fighting this with them telling them identity theft has occurred but they dont listen or wont listen. Please investigate
Company Response: Closed with explanation

Timely Response

2019-08-05

West Brandywine, PA

Problem when making payments

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

Problem during payment process
Complaint: I was shocked when reviewing my credit report and found late payments on the date below : 30 days late as of XX/XX/2018, 60 days late as of XX/XX/2018, and 90 days late as of XX/XX/2018. I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-08-05

Woodbury, PA

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

2019-08-05

Ny City, NY

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: ***BELOW IS LETTER I SENT TO CEO OF CAPITAL ONE BANK IT EXPLAINS WHAT HAS HAPPENED. XXXX Dear Mr. XXXX, Firstly, I do have a legitimate Capital One credit card in my name ( Last four account # XXXX ). This letter is about a fraudulent Capital One credit card ( Card # XXXX. Case # XXXX ) opened in my name. I was made aware of this fraudulent card when I received the bill on XX/XX/2019. Once I received the bill I immediately contacted Capital One who promptly canceled the card and sent my case to investigator XXXX XXXX. This has never happened to me so I assumed I did what I had to do by calling Capital One and closing the account immediately, in forming Capital One that I did not open this account or authorize this account to be opened or had any knowledge this account was opened in my name. On XX/XX/XXXX I received a voice mail message from fraud investigator XXXX that after Capital Ones investigation I was being held responsible for the charges on the card because the card was sent to my address ( which I never received ) and my cell phone was used to activate the card and create a pin # for the card on XX/XX/XXXX. Because Mr. XXXX did not leave an extension, for well over a week I had to call the general number, speak with and explain my situation to a customer service representative who then had to read over the material in my file, then had to transfer me to the fraud department where whoever I was speaking to in that department had to do the same. This was very frustrating to say the least. Being accused of being responsible for this card and being held responsible for the charges and the difficulty in getting in touch with Mr. XXXX prompted me to write a very terse and complaint letter to which I never received a response. I understand now that the tone of my complaint letter was less than professional, and I do apologize. Once I finally reached MrXXXX XXXX personally, he explained that his decision was based on the fact the card was mailed to my address and my cell phone was used to activate the card and set a pin on XX/XX/XXXX. I informed him that I never received the card and I had proof from my cell phone company that absolutely no calls were made to Capital One from my cell phone on XX/XX/XXXX. I informed Mr. XXXX it is obvious I had been swatted ( He said Capital One uses another term ). He said that Capital One has software that can tell if that situation is happening and nothing came up. I did ask if that system is kept up to date with the advancement with current hacking techniques and he said no. Still, MrXXXX XXXX said regardless there is evidence that my phone was not used, according to cell phone records, and my number was possibly swatted, still, the card was sent to my home. He informed me that the only way to reopen my case for review was to file a police report. I attempted to get a police report but was informed by XXXX that because of Mr. XXXX investigation and determination that I am being held responsible for the charges, XXXX can not take a police report for the fraudulent card because I cant be the one deemed responsible for the purchases made on the card and a victim at the same time. I informed Mr. XXXX of what the XXXX had said and pleaded with him over multiple phone calls ( both single and conference ) including the intervention of XXXX XXXX company and an actual XXXX Sargent to change the wording on his findings so that I can report the fraud to the police and get him the police report he needs. He refused to move from his position. He said he understood but Capital One is standing by this decision. I informed Mr. XXXX that I had contacted the establishments where the card was used to purchase items listed on the bill. I told him that the merchants informed me that the only way to see the videotapes they had was to go through the police and that they only keep tapes for a certain amount of time. MrXXXX XXXX said he understood but refused to move his position, as far as Capital One was concerned the findings of his investigation stands and no changes will be made and the only way to reopen my case was to get a police report so the police can investigate and prove I wasnt the one using the card. The merchants had video evidence of whoever purchased the items. When I finally was able to get a police report a month later, Mr. XXXX then informed me that now Capital One will have to see if the XXXX will prosecute. He did not inform me of this before. XXXX Detective XXXX of the XXXX precinct in XXXX informed me this week that the case has been closed. The reason was that they contacted the establishments where the card was used but the video evidence no longer existed, which is what I feared would happen. Mr. XXXX, I havent attached any paperwork with this letter because everything I am telling you I have shared with Capital One. All paperwork is under the case number listed above. Sir, I did not apply for the fraudulent card for {$500.00}. Why would I do that when I already had a legitimate Capital One credit card with a limit of over {$6000.00} that I used very sporadically. All payments were made on time and in full. I am surprised that XXXX XXXX fraud department did not contact me when the application for the fraudulent {$500.00} card was requested. I was equally surprised that the fraud department did not contact me when the card was used in 48 hours leaving only {$.00}. That did not match my pattern of using the card. I have other credit cards and they surely would have contacted me ( and have ) when my spending pattern was off or suspicious. I feel sir, that Mr. XXXX is doing this in retaliation for the terse complaint letter against him and his colleagues I sent. I say this because the credit restoration specialists and the XXXX detective, after reviewing the same evidence I have supplied to Mr. XXXX, have both said the same thing : They do not understand why I am still being held responsible? They both have dealt with, and in the case of Detective XXXX, investigated many identity theft cases in the past. I did ask Mr. XXXX if he has had Identical or similar cases like mine to which he said yes. I then asked him if they all turn out the same way and he said he could not tell me specifics but there are variations that could possibly lead to different conclusions. I called MrXXXX XXXX this week to get an update and to find out if my account was a part of the massive XXXX XXXX person breach that Capital One has been exposed to and could that have an impact on my case. I was told he is on extended vacation. I asked to be updated by his manager and /or supervisor and no one has gotten back to me. XXXX Detective XXXX told me she hasnt heard anything from Mr. XXXX since XXXX which prompted me to call them to get the update. Mr. XXXX, I have reported the identity theft to the FBI ( IC3 ), the FTC and the XXXX. In doing so they all said if I sign the statement and the evidence points to me I will be arrested. Sir, I ask you, why would I risk being arrested in order to get a {$500.00} credit card with a company I already have a card with worth over {$6000.00} that I hardly use and have paid back on time? I am a middle aged man. Why would I purchase over {$200.00} worth of sneakers from a store geared for teenagers? Why would I do an online purchase for dog food for a pit bull, which I do not have, and send it to a person I do not know and to an address other than my own? I do not eat at establishments like XXXX and would never spend over {$60.00} there over two days. The address where the dog food ordered was sent, the sneaker store and the XXXX are all walking distance located in the same neighborhood in XXXX, NY. I live in XXXX. Why would I do this and sacrifice my good credit score? I also asked if I can have the exact timestamp of when the cards were used so I can provide evidence I was at work or at home, etc, but that request, in Mr. XXXX absence was refused by another fraud account manager. Mr. XXXX, I feel I have run out of options. My credit which had a rating of good, because of this is now poor. My other cards have either been lowered or closed. I was told if I pay then its an admission of guilt. I have reached out to the credit reporting agencies but they have said there is nothing they can do. It all depends on the information from Capital One. I continue to receive bills and telephone calls about the fraudulent card opened in my name while the interest and balance to be paid continue to climb. Mr. XXXX I am in the process of contacting legal representation and I have reached out to my local television affiliates. I have an interview scheduled with XXXX XXXX consumer affairs reporter XXXX XXXX of XXXX get XXXX on XX/XX/XXXX. I feel I have done everything I was supposed to do to prove I did not apply for this fraudulent card but Mr. XXXX and Capital One continue to hold me responsible. I am asking for Mr. XXXX is to please have my case file reviewed. I am available to give more extensive information if you need. I can be contacted at the address above and at XXXX XXXX XXXX XXXX and at XXXX. Thank you for your attention to this matter. Sincerely,
Company Response: Closed with explanation

Timely Response

2019-08-05

Newberg, OR

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with non-monetary relief

Timely Response

2019-08-05

Kissimmee, FL

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

2019-08-05

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

2019-08-05

Problem when making payments

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

Problem during payment process
Company Response: Closed with non-monetary relief

Timely Response

2019-08-04

Ft Trumbull, CT

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: A Capital One 360 checking account was opened as a result of a data breach, opened sometime in XX/XX/XXXX, closed by Capital One in XX/XX/XXXX. I learned of the account after receiving information in the mail showing account was opened in my name. The account was closed sometime in XX/XX/XXXX, a close out check for funds totaling XXXX was not received. The initial check sent to me on XX/XX/XXXX had a stop payment placed on it, which was premature by one or more Capital One reps. A second check was sent via XXXX, I received an email notification from XXXX showing a 2nd day air package sent to me from Capital One. I was in XXXX XXXX at the time and was not at home to receive, sign it, cash it. I left for vacation on XX/XX/XXXX, was in XXXX XXXX until XXXX. When I arrived home on XX/XX/XXXX, the package was nowhere to be found. A XXXX with Capital One leadership team informed me another party had intercepted the check, signed and cashed it. He had a copy of the check mailed to me, the signature on it is not mine, cashed at a XXXX XXXX XXXX which I do not have an account at. I've provided this information to numerous Capital One reps, none of whom will acknowledge it or even look into. I've shown a copy of my itinerary from XXXX, as well as a statement from front desk personnel showing I was checked in XXXX XXXX at time of check delivery/cashing. Further, I provided a statement from XXXX XXXX, who was my driver to XXXX XXXX in XXXX, MA. I also provided an accounting from XXXX showing there was no funds transfer to my account for said amount, XXXX. The last Capital One management team member, XXXX, stated it appears the check was cashed in my name by someone else and it should be reissued. Capital One Executive Office does not agree and or sees it differently than their own manager, refuses to look into lost funds I am owed.
Company Response: Closed with explanation

Timely Response

2019-08-04

Newnan, GA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-08-04

Arlington, VA

Problem when making payments

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

Problem during payment process
Complaint: XXXX/XXXX/2019 -- Capital One reports massive data breach XXXX/XXXX/2019 -- Capital One unilaterally changes online access to customer credit card log in by requiring dual-factor authentication ( 2FA ) user MOBILE PHONE NUMBER ONLY. Capital One does not permit its customers to use 2FA log in using 2FA apps ( e.g., XXXX authenticator, XXXX authenticator, etc. ). Nor does Capital One have the capability to send a temp code by email for 2FA. Why would I give Capital One my mobile phone number when the company just lost XXXX XXXX user data in a breach caused by the company 's gross negligence? Result : Based on Capital One 's unilateral change in its service terms and its imposition of a requirement to use an antiquated, insecure 2FA procedure, I can no longer log in online, nor make payments online, thereby causing me to waste time dealing with this company. Remedy requested : Require Capital One to offer 2FA options using : 1 ) email and 2 ) widely-available 2FA apps ( that I ( and many others ) use to log in to a wide variety of accounts ).
Company Response: Closed with explanation

Timely Response

2019-08-04

Taft, OH

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: Capital One had a data breach. That has been established. Unauthorized purchases were from XXXX of around approximately XXXX And another for about XXXX some odd dollars were charged through XXXX, totaling approximately XXXX dollars. This occurred about a week ago. XXXX says the items were not purchased through my accounts. Capital One did credit my account a few days ago, sent me a new card, but now has put a new hold for the charges while they investigate.
Company Response: Closed with explanation

Timely Response

2019-08-04

IL

Problem with a credit reporting company's investigation into an existing problem

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

Was not notified of investigation status or results
Complaint: This is my 3rd complaint regarding this Capital One Account and it is starting to affect my credit. I filed a complaint over this account ending in XXXX over 30 days. Received 1 phone call from the Corporate office from a Supervisor named XXXX on XX/XX/2019 who's number is XXXX and extension is XXXX. On that day XXXX left me a message to return her call to the number above. I returned her call at least 6 times and left 6 different messages regarding this issue. I also called another Supervisor from XXXX named XXXX who's number is XXXX and extension is XXXX because she had helped me with another account ending in XXXX ( and took care of that one for me ). After not having ANY luck receiving any phone calls back I called the number XXXX on XX/XX/XXXX, XXXX & XXXX and simply waited for a new rep to come on the line. At that time I was told that he could not help me and that he would send a message to a supervisor to call me within 72 hrs. It is not XX/XX/XXXX and I still have not heard back from anyone. The charges on the account are not my charges and I was reassured that they would be disputed by a supervisor however I continue to receive notifications on my credit report that my payments are late and the amounts are recording on my credit report. If I do not hear back from someone by XX/XX/XXXX I will be calling all news channels and filing a suit with my attorney. Capital One has been unprofessional and even threatening during this entire process.
Company Response: Closed with explanation

Timely Response

2019-08-04

Brandy Station, VA

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-08-04

Redondo Beach, CA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-08-04

Discovery Bay, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: They removed it and then never contacted me again and now its back when Im trying to correct my credit
Company Response: Closed with explanation

Timely Response

2019-08-04

Brooklyn, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: XXXX XXXX XXXX added derogatory marks on my credit file in the amount of {$1200.00}. I disputed this claim on ( XX/XX/XXXX ) this is not my debt and fraudulent activity with this account. I've never had a signed contract and /or account with said company. YOU HAVE NOT PROVIDED ME A COPY OF ANY ORIGINAL DOCUMENTATION REQUIRED UNDER SECTION 609 ( a ) ( 1 ) ( A ) & section 611 ( a ) ( 1 ) ( A ) ( a consumer contract with signature on it ) and under SECTION 611 ( 5 ) ( A ) of the FCRA- you are required to " PROMPTLY DELETE all information which can not be verified. Fast forward to XX/XX/XXXX i was notified by my job that I HAVE A GARNISHMENT against me which is 10 % of my paycheck is being GARNISHED every week. you are negatively affecting my credit report. IF THE ACCOUNT IS NOT DELETED, I WILL BE FORCED TO CONTACT THE XXXX AND LEGAL COUNSEL TO FILE SUIT.
Company Response: Closed with explanation

Timely Response

2019-08-04

Effingham, KS

Fees or interest

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

Problem with fees
Complaint: I paid my capital one credit card off in full on XX/XX/19 in the amount of {$490.00} with the intention of not using the card again. On XX/XX/XXXX I got charged an interest charge of {$11.00} and it was the only balance on the card. I called and very nicely requested they remove the fee since it was/is the only balance on the account and I have never had any fees waived. The representative said no so I asked to speak with a manager and got XXXX ( id XXXX ) and she said no as well. It is my understanding that they are in violation of regulations placed with credit card companies to charge fees on a {$0.00} balance. Please get this corrected since capital one was so unwilling to help.
Company Response: Closed with monetary relief

Timely Response

2019-08-04

PA

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: I also found out that there is a home equity loan taken out of my name in XX/XX/2018I dont know what else
Company Response: Closed with explanation

Timely Response