CAPITAL ONE FINANCIAL CORPORATION

2019-08-02

MD

Incorrect information on your report

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

Account information incorrect
Complaint: I am trying to purchase a new home. In order to raise my credit score I have paid off my major credit cards. On XX/XX/XXXX I paid off my balance of {$5000.00} on my Capital One card. They are SO quick to report to the credit bureaus when a card is maxed out but if you pay it off? Well my statement date of XX/XX/XXXX/XX/XX/XXXX has come and gone and it is still impacting my credit score ... raising my home interest rate by 1 % point. I have tried to contact the company to no avail. XXXX took care of this right away. My score would go from XXXX to a projected XXXX. This is ridiculous.
Company Response: Closed with explanation

Timely Response

2019-08-02

Nyc, NY

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I found the balance in the car loan was not accurate after I attended XXXX XXXX a financial meeting to check my credit. Debt validation letter was sent on XX/XX/2019 by certified mail. They just respond XX/XX/XXXX requesting additional information, after that I called to provide my personal information in XXXX and they said they will send all detail information about the balance in XXXX weeks or so. No response was received then call was done in XX/XX/XXXX and XX/XX/XXXX and spoke with different representatives that said they will verify the status of my request, call me back and send the paper work by mail, but no response or call has been received so far.
Company Response: Closed with explanation

Timely Response

2019-08-02

South Florida, FL

Other features, terms, or problems

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

Other problem
Complaint: The Credit Card company increased my Credit Line without my knowledge. They sent a message after the fact which also stated that I could have my limit returned to the original if I called the company. When I called, I was informed that reducing my credit limit would adversely affect my credit score. I was placed on hold for 17 minutes before I hung up and called back and spoke to " XXXX in XXXX ''. She informed me that there is a clause in my agreement that allows them to increase my credit limit. It is a feature that I could turn off ; which I did. However, I did not reduce my limit to avoid the penalty to my credit score.I was then turned over to a supervisor who quoted the policy a number of times. I simply would have liked a notification prior to the increase so I could make a decision about my own finances. This is a form of fraud to me because they increase their value through our fractional lending system without actually having the money to back up what could negatively affect my credit. According to my financial adviser, I need at least two credit cards to increase my credit score. This increase can have negative consequences in my getting approved for that second card.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-02

Halyoke, MA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: A few years back I was involved in a motorcycle accident where a driver in a vehicle hit me head on. Thus, I was in a difficult situation where I could not pay my bills. Now that I am back to work full time, I desire to avoid filing for bankruptcy. Therefore, I am sending requests to my creditors, debt buyers and collection agencies the following criteria : 1 ) Your financial institution, collection agency or debt buyer will not make calls to me either on my personal cell lines or at my employment. 2 ) That all correspondence take place in written form only. 3 ) That your office will accept a settlement offer of 25 % of the charge off balance as payment in full, and upon such acceptance I will agree to make said payoffs within a very short and reasonable time period. 4 ) Your office will mail all correspondence to my home address or my email at XXXX. Thank you for your consideration in this matter. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-02

Eagle Creek, IN

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: On or before XXXX XX/XX/2008 I XXXX XXXX XXXX opened a Capital One 360 Savings Account, and since then in XXXX, Georgia they will not let me have access to my account now Capital One are E-mailing me because they have a Breach in Effect and I want my money for years.And also XXXX XXXX have Funds that I don't have access to
Company Response: Closed with explanation

Timely Response

2019-08-02

Itasca, IL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Hi, Capital One has dropped our dispute for leather goods returned to seller in XXXX, XXXX. We're charged for {$1100.00} for leather goods we returned to seller, because jackets were poorly made and falling apart. The seller wanted to fix/replace products but at this point in time we lost faith in the quality of the product. The seller started yelling and threatening us with claiming we damaged goods. XX/XX/XXXX - Purchased jackets/belts XX/XX/XXXX - After my Wife put on a jacket and noticed it was falling apart and seams were improperly done, we returned ALL items. Seller threw a fit, claiming we may have damaged the jackets. At this point we refused a replacement. I called Capital One and was told to leave all goods on counter. A dispute would be opened and there would be no problem ... I would not be out of {$1100.00}. XX/XX/XXXX - Followed up with Capital One with supporting documents. They told me not to worry about anything. XX/XX/XXXX - Capital One rebilled us for {$1100.00}. I explained I was told there would be no issue ... and to leave all goods with seller. Capital One was to research the conversations that took place on XXXX, listen to the recordings of my many calls to them. I called them several times during this incident from XXXX. XXXX - I was told NO calls could be found ... this is crazy. I find it untruthful. The principle of faulty merchandise on top of the fact a Capital One dispute associate told me there would not be an issue with leaving goods with seller and now I owe {$1100.00}? Unacceptable. On XXXX I was told I owe the full amount. We should not owe a thing, obviously. I'm canceling the Capital One credit card and will not do any biz with them. Please see what can be done in this situation. This shouldn't happen to us, or anybody else for that matter. The leather bully in XXXX should not be able to do this to people. Capital One should back their customers. Capital One has not stuck up for us. As for the XXXX XXXX XXXX XXXX, they're crooks hiding behind the fact they're in XXXX. I should have recorded the whole event and phone call placed to Capital One. Thanks for your help. Please see supporting PDF document
Company Response: Closed with monetary relief

Timely Response

2019-08-02

Rncho Domingz, CA

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 XXXX and XXXX XX/XX/2019 I received an email from Capital One saying that my new credit cards had shipped. I have two cards with the company so this made sense. I figured that the old cards had expired or there had been a security breach so they were issuing new cards. On XX/XX/2019 I received one of the cards that had been sent to me. It was XXXX XXXX and left unsecured on my front steps. I looked at the card and compared it to the one that it was supposed to replace. They had the same expiration date and card number which seemed odd. I had fraud on my Capital One accounts a few years ago so I called the number on the card to check the balance to make sure everything was ok. I rarely use either of my Capital One cards and had not used either one in several months so the balance should have been XXXX. The balance on that card was XXXX. I decided that since I was on the phone Id check the balance of my other card, which I had not yet received. It too should have been XXXX. It was several hundred dollars. I listened to a list of the most recent charges. All of them were from a day or two before at merchants near my house but places that I had never been to. I spoke with representative and they sent me to a fraud specialist. I explained what had happened. They informed me that they I was not responsible for the charges and that they would cancel both cards and send new cards and begin an investigation. After thinking about it for a few hours I realized what had happened. Someone had used my personal information, which I know had been leaked because of the fraud on my Capital One account years before, to order new cards. Since they had my personal information they also knew my address. They waited for the XXXX XXXX truck to drop off the first card and took it while I was at work and then immediately went out and started using it. The second card, which alerted me to the problem, arrived on a Saturday so I got to it first. I called back Capital One and explained to them what I thought had happened. They assured me that they would include the information in my file and give it to the investigators. I also asked them how we could prevent this from happening in the future since whomever stole my identity could pull the same trick again. They told me that they would make a note in my file that only calls from my cell phone would considered valid in the future. I hung up feeling like they were handling the situation and taking care of me. A few days later I received the card to replace the one that had been stole off of my front steps. But I never received the one to replace the other card which had also been cancel. Around XXXX XX/XX/2019 I called again and told the agent that I believed that someone was stealing the cards off of my front step and to cancel that card that I had never received and send a new one but this time not to XXXX XXXX but just to mail it so that it would be placed safely into my mail slot. Around XXXX XX/XX/2019 I received my Capital One card bill for the card that had been stolen off of my steps second. I had a XXXX dollar charge on it that I had never made and Capital One had charged me XXXX dollars to XXXX XXXX the card that had been stolen. I immediately called them up and explained the whole situation again. They told me that the XXXX dollar charge had been made on the card that I had never received and that card was cancelled and I was not liable for it. They also reversed the XXXX dollar expedition fee. Again I felt like they were taking care of the situation. On XXXX XX/XX/2019 I received a very cheerful voice message from XXXX who was an investigator with Capital One informing me that he had completed his investigation and to call him if he had any questions. I had already been assured that I was not liable for any of the fraudulent charges so I did not feel a need to call. On XXXX XX/XX/2019 I opened the Capital One app to check my credit card balance which I have been doing every few days since the fraudulent activity. It was much higher than I expected. I locked my card and called Capital One again. I called them from my work phone and expected them to require me to call them from my cell phone since they had told me that in the future that was how they would verify that it was me and not the person that stole my identity. They asked me some basic information that the identity thief knows and then verified that it was me. Clearly they had made no progress in securing my accounts from further fraud. The representative told me that the charges were not new but were old charges that had been put back on. I was then transferred to another representative. I told her the exact same information that I had told Capital One several times before. She then transferred me to XXXX who does investigations for Capital One. I was informed that since the card had a chip and that since the chip was used in the store that XXXX the first investigator had determined that I was lying and that the charges were not fraud and that I was liable for them. Again for the sixth or seventh time I explained the entire history of events. XXXX gave me her number and said that she would reopen the case with the new information. When I told her that I had been assured that to avoid future identity theft and fraud they would require me to call on my cell phone she told me that really would not work. When I asked how they would prevent the same thing from happening in the future she did not have an answer. In summary. Over two months after I reported the identity theft and fraud I am being told that they might try to hold be liable for the fraudulent charges and they still have not secured my accounts from future fraud.
Company Response: Closed with explanation

Timely Response

2019-08-02

KS

Getting a credit card

Credit card or prepaid card: Store credit card

Application denied
Complaint: I had recently applied for a store credit card ( with Cabelas ) partnered with Capital One. My application for credit card was denied per their letter dated : XX/XX/2019 Application ID : XXXX The reasons stated are very vague -- there are 5 reasons stated in the letter ( see the attached denial letter ). I am questioning their ( Capital One 's ) methodology regardless of the good credit bureau ( XXXX XXXX credit report/score ). They need to be more specific in their denial and prove how I could be a high credit risk for this company. I have 30 year long and impeccable credit history with significant assets. And if this company is going to deny my application for credit then I need to understand, the public needs to understand and the FTC needs to understand the workings and short-comings of this process. I also wonder, if a person with good financial standing can be denied credit then what would be the plight of people who are not impeccable in their financial standing but in need of credit. Thank you.
Company Response: Closed with explanation

Timely Response

2019-08-02

New Bedford, MA

Problem when making payments

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

Problem during payment process
Complaint: Hi, There is no way I was late! Then it didn't apply fast enough or the way I expected. I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2018 for 30 days late???? I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-08-02

Glendale, CO

Other features, terms, or problems

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

Other problem
Complaint: This goes all the way back to last XX/XX/XXXX when someone ( who's been arrested XXXX ) made some unauthorized charges on 2 of my 3 Capital One credit cards. I have a credit score of XXXX. Never late, never over limit for decades. Then this problem. You think it will never happen to you. It has been resolved for the 2 business cards, but my personal MC is still a mess. I have gotten conflicting stories from CO by letter and by chat. I have asked to re-open the MC account XXXX XXXX XXXX XXXX. I have {$110.00} of cash rewards there. I already lost all my miles on the biz cards. Too bad, eh? I suggested that the cash back be applied to the {$1500.00} or so balance. Next thing I know I get dinged {$25.00} for a late fee on a minimum payment of {$25.00}. XXXX!!! Capital One has been inconsistent and very slow to deal with this. It has been impossible to get a straight answer or even a consistent status report. And now they hit me with a late fee when they have my cash rewards in their account. I'm going to suggest they re-open the account or write it off. I am sick of this one-way relationship. Against MY policies!!! OR - make me a payoff offer that reflects the inconvenience you have caused.
Company Response: Closed with monetary relief

Timely Response

2019-08-02

Orion Twp, MI

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
Complaint: During the month of XXXX I have received 4 various XXXX XXXX credit cards taken out in my name that I did not apply for. I have spoken with XXXX XXXX and the cards have been closed. On XX/XX/2019 I received notification that a hard inquiry from Capital One was made to both XXXX and XXXX. I DID NOT make this inquiry or have any part in this. I am actually in XXXX on vacation and have been since XX/XX/2019. I have worked very hard to maintain good credit and am very concerned. I am unsure how to proceed with this issue and would greatly appreciate any suggestions on how to resolve this problem. Thank you.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-02

Portland, OR

Problem when making payments

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

Problem during payment process
Complaint: I received a cash advance from a Capital One credit card. When I paid it off, in full, the next day, on top of the minimum payment due, my payment was not applied to the cash advance balance. I called to get the interest fees waived but they were not able to do so since, in the supervisor 's words, it would be an " exception to company policy '' and the situation did not meet the required " factors '' for a possible exception. Having never taken a cash advance before, I spent hours researching the matter and spoke at length with a customer service representative on the phone beforehand to understand how the fees worked and how payments would be allocated. I understood that payments would, after the minimum due, be applied to the balance with the highest interest rate per the Credit Card Act. However, my payment was not allocated to the cash advance balance, despite it being the highest interest rate. The reason? The cash advance had not posted yet. I paid the cash advance off the day after receiving it but the advance did not post until two days afterward. Capital One 's position, essentially, is that it was my responsibility to wait until the advance posted so that payments could be allocated towards that balance. Having made the payment too soon, the payment applied to the revolving debt instead and I continued to accrue interest charges on the cash advance for nearly two months. They were not willing to rectify the matter even though the total charges I am asking to be waived were not large. I worry that this is an end-run around the Credit Card Act protections, allowing Capital One in this case to extract erroneous fees while hiding behind the consumer 's ignorance of this technicality. Because of the hard line they drew with little empathy or willingness to even attempt to reverse charges, I am left feeling like I will not continue doing business with Capital One if this is how they operate. Also, it was alarming to hear the first customer service agent I spoke with state that payments were allocated based on balance and not interest rates. ( He was saying the payment was allocated to the higher balance rather than, as the law requires, to the balance with the higher interest as the law provides ). This is false information that I sincerely hope was a simple mistake and not actual policy/attempt to avoid reversing charges based on made-up rules.
Company Response: Closed with monetary relief

Timely Response

2019-08-02

Dobbs Ferry, NY

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
Company Response: Closed with explanation

Timely Response

2019-08-02

Succasunna, NJ

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

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

Was not notified of investigation status or results
Company Response: Closed with explanation

Timely Response

2019-08-02

Bremen, GA

Incorrect information on your report

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

Account information incorrect
Complaint: I paid my capital one credit card balance down to {$0.00} before my due date. I have my XX/XX/XXXX statement proving I paid everything to {$0.00}. But capital incorrectly reported I still had {$1000.00} balance to the credit bureaus & now my credit score has dropped tremendously. Thank you for your time.
Company Response: Closed with explanation

Timely Response

2019-08-02

Colo Spgs, CO

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: i have been filing compaints against Capital One since XX/XX/2019 with CFPB and they have assisted Capital One in violating the Credit Card BIlling Act. I called CFPB states it was referred to XXXX. Call XXXX they states been referred back to CFPB. Capital One has promised me multiple call back and refunding the {$1000.00} and 7 months later still nothing.I am now submitting a complaint for conflict of interest with CFPB. every agency has assisted this card company in violating my consumer rights and i now want CFPB to refer this to whatever agency regulates CFPB. Capital One billed back this {$1000.00} multiple times after crediting and exceeded the FEDERAL LAWS that allow bill within 2 cycles!!
Company Response: Closed with explanation

Timely Response

2019-08-02

Calumet Park, IL

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-02

PA

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: I went to the mall XX/XX/XXXX when I lost my wallet. I got alerted to the fact it was missing when Capital One messaged me about a charge for over 600 dollars trying to be made with my card. I went right to mall security and actually managed to talk to a cop that tried to help us with it. The thief had used several of my cards at a bunch of different stores. A little bit later after I was done with the cop I called Capital One and they told me I would not be responsible for any of the fraud. They canceled the card and refunded the payments. Early last month the payments came back. There were two different charges to XXXX for {$210.00} and {$400.00}, and three different charges to XXXX XXXX XXXX, {$230.00}, {$160.00}, and {$150.00}. This time when I called they said since the chip was used there was nothing they could do. I did not make these purchases. I have never shopped at these stores. According to their " {$0.00} fraud liability '' they shouldn't make me pay for it.
Company Response: Closed with monetary relief

Timely Response

2019-08-02

Halyoke, MA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: A few years back I was involved in a motorcycle accident where a driver in a vehicle hit me head on. Thus, I was in a difficult situation where I could not pay my bills. Now that I am back to work full time, I desire to avoid filing for bankruptcy. Therefore, I am sending requests to my creditors, debt buyers and collection agencies the following criteria : 1 ) Your financial institution, collection agency or debt buyer will not make calls to me either on my personal cell lines or at my employment. 2 ) That all correspondence take place in written form only. 3 ) That your office will accept a settlement offer of 25 % of the charge off balance as payment in full, and upon such acceptance I will agree to make said payoffs within a very short and reasonable time period. 4 ) Your office will mail all correspondence to my home address or my email at XXXX. Thank you for your consideration in this matter. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-02

Northside, NC

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On XX/XX/2019 I used my Capital One credit card ending in XXXX to pay for a reservation to XXXX XXXX XXXX that I have made on XXXX. Since I arrived at the resort it has been a nightmare experience from the rooms not being as advertised, to the resort refusing to give our money back to us if we agreed to check out. While at the resort I first contacted Capital One about the issue on XX/XX/2019 the representative said they would take care of the issue once the charge posted to my account. Fast forward to XX/XX/2019 I called Captial One to begin the procedure of disputing the charge to the account. The representative for Capital One assured me that I would not have to be responsible for this charge and that they would take care of it. The repersentive informed me that if they needed anymore information that they will ethier call me or send me a letter in the mail. I havent received anything from the company so I figured every thing was good until XX/XX/XXXX. On XX/XX/XXXX Capital One rebilled my card for XXXX. Upon seeing this I called Captial One to find out why I was rebiled for this charge. The first repersentive I talked to said that I did not provide enough evidence for them to move forward with the investigation she said that I would have to send a rebuttal since the resort responded to the dispute and I would also have to send a cancellation notice. I told the repersentive that I would not have a cancellation notice because the resort refused cancellation. So I sent Captial one what I had which was proof of the actual booking, my statement and pictures of what I was advertised and what I actually received. I was then notified by Captial One that with out a cancellation notice they refused to do anything about this charge on my account.
Company Response: Closed with monetary relief

Timely Response

2019-08-02

Lowell, AR

Incorrect information on your report

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

Information is missing that should be on the report
Complaint: SINCE CAPITAL ONE DATA BREACH MY 2 CAPITAL ONE ACCOUNTS ARE MIS REPORTING ON XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-02

Colo Spgs, CO

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: i have been filing compaints against Capital One since XX/XX/2019 with CFPB and they have assisted Capital One in violating the Credit Card BIlling Act. I called CFPB states it was referred to OCC. Call OCC they states been referred back to CFPB. Capital One has promised me multiple call back and refunding the {$1000.00} and 7 months later still nothing.I am now submitting a complaint for conflict of interest with CFPB. every agency has assisted this card company in violating my consumer rights and i now want CFPB to refer this to whatever agency regulates CFPB. Capital One billed back this {$1000.00} multiple times after crediting and exceeded the FEDERAL LAWS that allow bill within 2 cycles!!
Company Response: Closed with explanation

Timely Response

2019-08-02

Henderson, NV

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 explanation

Timely Response

2019-08-02

Darbydale, OH

Trouble using your card

Credit card or prepaid card: Store credit card

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

Timely Response

2019-08-02

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