CAPITAL ONE FINANCIAL CORPORATION

2019-08-02

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

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

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

Timely Response

2019-08-02

Austin, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-08-02

Moreno Valley, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-08-01

NJ

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: In the past when I financed an Auto Loan, Full Coverage was mandatory. Now that there are online options, this is no longer a requirement. Unfortunately I learned that I did not have full coverage after the car was totalled and filed the claim that Capitol One does not work with online Insurance providers ( XXXX in this case ) to ensure that when a customer applies for online insurance, they are not required to have full coverage anymore, even though the Auto Loan is financed. This was never the case and I have owned and / or leased 5 cars and we could not even fathom driving an Auto that was financed and not be fully covered. Hence this was rude awakening and I am payting the XXXX on the car, that is totalled, sitting in my garage. I am writing to ask that you look into this to ensure that other customers are forced to have Full Coverage, even when applying for insurance onlines. And that Auto Lenders are also required to protect the consumers by ensuring their VIN numbers are flagged. Capitol One does not have a meaning full check in place to ensure they are covered and their consumer is protected. XXXX completely makes out because they do not have pay for damages. Capitol One claims that the check they have in place is to send a letter. They sent a letter and my address was input incorrectly so I never received the letter. And there was not another follow up so Big Banks and Insurance Companies win, Consumer does not get meaningful protection. So I have a totalled car sitting in my garage that I owe $ XXXX on. XXXX wins, they do not have to pay the damages. Capitol One wins, I am still forced to make payments and I know from experience, working at XXXX, XXXX, XXXX XXXX, XXXX, the goal is sales and the User Experience flows are not tested and this appears to be deceptive on purpose. XXXX could fix this and Capitol One should demand it. Consumer loses, they were not protected at the onset and didn't understand that full coverage was not required for an Auto Loan and assumed they were covered. I have had 5 auto loans and it was impossible to obtain insurance, when financing, other than full coverage. The new Digital Experiences find work arounds and hence, I would like this to never happen to another person. XXXX online website should be tested and user flows verified for many scenarios : Adding new insurance on a car that is financed should require Collision insurance. The Vin # should be flagged and if a customer tries to add insurance and does not select collision, the customer should not be able to proceed to obtain coverage. I had a Capitol One Auto loan and my daughter set up the insurance. I thought she had collision, because in my previous purchases of Automobiles with Outstanding loans Collision was MANDATORY. XXXX has found a way around with the gap in the online policy purchases
Company Response: Closed with explanation

Timely Response

2019-08-01

Philadelphia, PA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: In XX/XX/2019, I was able to reach a settlement with Capital One Finance after my account charged off. I was given the option to break up the amount of settlement up in 6 payments. I've made 4 of those payments. In XXXX, my mom passed and I called Cap One to see if I could hold off on making the payment until XXXX. I was immediately told no we can't do that.. figure out a way to pay. So I decided to sell the vehicle. I called for a payoff of the settlement on XX/XX/XXXX. The rep stated that she could not send anything and to call back the next day. I called back with the dealer for a payoff letter only to be told that they can't guarantee the amount because a payment was supposed to be made the day before, something the rep never said. I called back later and spoke with another rep who also said that there was nothing he could do so I requested that my call be escalated. That rep only faxed a payment history but it did not have a running balance nor the remaining amount. I found an option to get Cap One paid and have got nothing but the run around. I realize that the account charged off and I am responsible for the outcome but if we come to an agreement about the amount and they refuse to at least assist in getting them the money that was agreed upon, why make the process so hard. I find it very perplexing that now since I am trying to sell the vehicle to get them the money they won't assist in getting me the documents to do just that.
Company Response: Closed with explanation

Timely Response

2019-08-01

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

2019-08-01

MD

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
Complaint: Hi, for the past 4 months I've been going back and forth the credit reporting agencies regarding these accounts in question and the reason for this is because I know that these accounts are being reported incorrectly. Under the Fair Credit Reporting Act ( 609 ) it is my right to challenge any account in my credit if I believe they are being reported inaccurate, unverifiable or incomplete. I believe they are and some of them have been corrected on some of the bureaus and some have not. I would like to make this complaint to show the level of urgency I have towards this matter. If you can please help I would really appreciate it. These accounts have to be deleted since they are holding my credit scores back and I'm looking to use my credit soon to make a major purchase. Thanks! ACCOUNT NAME : CAPITAL ONE, ACCOUNT # : XXXX, DATE : XX/XX/2016, BALANCE : XXXX, REPORTING ON : XXXX ACCOUNT NAME : XXXX XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/2016, BALANCE : XXXX, REPORTING ON : XXXX. ACCOUNT NAME : XXXX XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/2016, BALANCE : XXXX, REPORTING ON : XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-01

Baton Rouge, LA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: In XXXX of this year I paid for a vacation package with my debit card, Capital One Checking Account. This was a very expensive package and very, very little of what I paid for, materialized. The Travel Company I made the transaction with, has been very difficult to deal with. They are not transparent and forth giving of who is the ultimate executive that has the authority to speak with me about the horrible purchase I received with the XXXX XXXX XXXX XXXX. My issue is with Capital One Bank, I requested a dispute of my payment ( partial ) I made to that XXXX XXXX XXXX XXXX, from my Checking Account. Capital One Dispute agents are refusing to honor my request. Over and over the agents say service is not eligible for a dispute. My numerous complaints against the Vacation Company were many mechanical issues in our room for 7 days, ADA neglect of my injured knee, lying about what I had prepaid for. ( Additional hidden costs ) and much more. None the less, they were not all service issues. Product description and more were not provided as I paid for. As I review Capital One dispute summary section, on their website, it is not stated anywhere that you can not request a chargeback disputes that pertain to service issues. I am being jerked around! I filed the dispute immediately when returned at the end of XX/XX/2019. I need assistance with Capital One not helping me. I have complained to the company, I have complained to the Florida Dept of Agriculture, that handle complaints against the XXXX XXXX XXXX XXXX XXXX, Where I purchased the package from over the phone and online. My travel companion and myself spent {$2800.00} on the package, and I spent over an additional {$12000.00} with the ship and their exclusive vendors. The bank has told me flat out that they would not dispute my package price paid to XXXX XXXX ( Which is all I requested ) I requested the name of the Capital One Executive that had the authority to help me, and XXXX a Supervisor in the phone from Capital One, refused to tell me any contact information on where or who at Capital One, that my complaint was being escalated too. I am once again not being helped by the bank, nor are they telling me the truth, I ask for their charge back dispute guidelines in writing and XXXX refused to send me that document. Is there any help you can give me?
Company Response: Closed with explanation

Timely Response

2019-08-01

Coram, NY

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-08-01

GA

Other features, terms, or problems

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

Privacy issues
Complaint: My card information has been hacked. I got a solicitation purporting to be from Capital One requesting me to give them a new card number as my old card number had been declined by XXXX XXXX. I have never I am sure donated to this charity.
Company Response: Closed with explanation

Timely Response

2019-08-01

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
Complaint: A hard credit inquiry was performed on XX/XX/XXXX without my consent from a company called XXXX of XXXX, Texas. Their current phone number is XXXX
Company Response: Closed with explanation

Timely Response

2019-08-01

NC

Incorrect information on your report

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

Account status incorrect
Complaint: Capital One Bank # XXXX is reporting a late in XX/XX/19 that is innaccurate. I attempted to pay this multiple times online and it showed that it went through, it wasn't until later that I got a notice that I was late. This is their fault, not mine.
Company Response: Closed with explanation

Timely Response

2019-08-01

Los Angeles, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-08-01

Pearl River, LA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: Capital One fails to accurately post my available and pending balances regularly. I've discovered that when the balance is getting low they claim I have more funds that I actually have. I have images showing the balance showing one amount and then later changing the amount without any new transactions. Balances do not line up from moment to moment. It's done in order to force customers to over spend thus causing overdrafts. There are many days when I open my account and the balance next to each item is blank. It took me nearly two decades and nearly {$25000.00} in overdrafts to discover the fraud being committed. I sent my documents to them through the complaint process asking for the last year 's overdrafts. They failed to respond to me with the outcome, so I don't have a copy of the letter. They did send the letter to consumer finance who read it to me. They did not even address the issue I complained about. It was like they ignored my documents, my letters, and my complaint completely. This tells me they know they are stealing from customers. I want my overdrafts returned to me, as at least 75 % of them occurred to false reporting of my balances. I submitting an example of what I am talking about, as well as today 's view of my transactions with blank balances next to each item. I honestly do not know if and when my balance is ever accurate. Capital One, you have my permission to show my records to consumer finance.
Company Response: Closed with explanation

Timely Response

2019-08-01

NY

Other features, terms, or problems

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

Other problem
Complaint: Capital One adjusted all the due dates and autopayment dates without prior warning, forcing customers to adopt a new due date chosen by Capital One. While they are offering the ability to then select a new due date, that request can take 1-2 billing cycles to become effective. However, the consumer is still required to make payment on the arbitrary date chosen by Capital One. Many consumers, including myself, schedule our payments around a predictable paychecks and other infusions of cash and in this situation, the arbitrary due date falls in between pay checks when available cash is lowest and moves the due date forward by one pay check cycle requiring me to skip paying other creditors in order to pay Capital One or not pay Capital One. I have a 100 % payment record on all my debt, including two accounts at Capital One, but this situation threatens my ability to make at timely payment on the Capital One the due day they chose while waiting for the request to be processed for a due date that will be aligned with my pay cycles ( as it was prior to their forced change ) I spoke to a supervisor at Capital One and after explaining the above, asked to move the upcoming date that they imposed, but she refused and stated they understood this was a inconvenience for me but I still had to pay by their due date with the implication that if I didn't, I would lose my perfect credit history with Capital One and the credit reporting agencies causing irreparable financial harm. I am sure that I am not the only consumer harmed by Capital One 's actions in this situation as millions of consumers live week-to-week and take great pains to balance cash flow so that their debts are paid on time as agreed with their creditors.
Company Response: Closed with explanation

Timely Response

2019-08-01

North Bergen, NJ

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 explanation

Timely Response

2019-08-01

Big Spring, TX

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

2019-08-01

Palmerton, PA

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Company Response: Closed with explanation

Timely Response

2019-08-01

Herriman, UT

Incorrect information on your report

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

Account status incorrect
Complaint: Capital One Auto Finance # XXXX is reporting as charged off with a balance on my credit. I paid off this full debt years ago and received the title for it. This is an error on their part and I have tried to get them to fix it but to no avail.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-01

Dacula, GA

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-08-01

Other features, terms, or problems

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

Privacy issues
Company Response: Closed with explanation

Timely Response

2019-08-01

Dallas, TX

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

2019-08-01

Johns Creek, GA

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

2019-08-01

Eastamptn Twp, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with monetary relief

Timely Response

2019-08-01

Burlington, MA

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with non-monetary relief

Timely Response