CAPITAL ONE FINANCIAL CORPORATION

2019-07-22

Grover Beach, CA

Fees or interest

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

Problem with fees
Complaint: On saturday XX/XX/2019 at XXXX i opened the capitol one app in a hurry because i realized i had forgotten to pay schedule a payment. Then realizing it was saturday i relaxed. Because federal law dictates that if a payment due date falls on the weekend it defaults to the following monday. I went ahead and made a XXXX payment right then and there then made another payment for XXXX the follwing day. Sunday. Today, monday XX/XX/2019 i called capitol one to tell them that the payment violated federal law, actually twice. Because the law also says a late payment cant exceed XXXX dollars. Yet there system is apprently designed to automatically break federal laws. When i called i was immediately transfered to supervisor XXXX in XXXX florida. She proceeded to pretend and even tell me that this law does not exist. Well now im filing a complaint to get my late payment fee removed. And hopefully make capitol one fix its system that automatically breaks federal law and hopefully get refunds for their millions of customers who were unlawfully charged.
Company Response: Closed with monetary relief

Timely Response

2019-07-22

Wallington, NJ

Incorrect information on your report

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

Account information incorrect
Complaint: I have been lied to by Capital One Auto Finance. Here is what happen to me. I set up a payment plan with Capital One Auto Finance. They told me on a recorded line that my account will not show up late to all 3 credit bureaus if I accept the terms to make all my payments. When they explained this to me they spoke really fast like a car salesman/commercial. I asked them to repeat what they said and they spoke even faster. I trusted the person I was speaking to and took the deal. I took the offer and made all my payments, Then I checked to see that 3 late payments reported to my credit report. I have contacted them several times about this manner and spoke to employee # number XXXX, XXXX XXXX XXXX and XXXX at the president office. And they continued to lie to me about the late payments showing up on my credit report. And they never replayed the original recordings.
Company Response: Closed with explanation

Timely Response

2019-07-22

Milwaukee, WI

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: Capital one credit card is missing from credit report. Capital one has been reporting to all 3 credit bureaus for 2 years and said they have continued to report to all three credit bureaus. Called XXXX and was told that capital one requested to have entire account deleted. My entire positive credit history is gone. I would like my credit history put back on to XXXX immediately. fyi : XXXX and XXXX shows capital one reporting. This is a disaster,, all my hard work to keep my credit card in good standing has vanished, and when I called no one could help me.
Company Response: Closed with explanation

Timely Response

2019-07-22

Norwalk, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Complaint: I, XXXX & my wife XXXX XXXX have a family trust A/C. In response to a Written Offer ( Attachment -1 ) from CapitalOne 360 Money Market A/C, we opened an account with CapitalOne & completed the required money ( $ XXXX or more ) deposit on XX/XX/XXXX. ( Attachment-2 ). We have spent several hours talking to this Bank XXXX XXXX ) before & after opening this A/C. Depending on who picks up the phone, we get different & varying answers & it is frustrating in the least. I have complained to them both in phone calls & written notes on their web site but none cares or reads customer complaints. They think they are immune from all U.S laws & they are in some foreign land. We have requested the people including Managers that we need something in WRITING from the Bank that we have met all the requirements of 360 MM A/C & tell us when they will credit this A/C with {$500.00} Bonus. If they don't want to send an e-mail to us at least post that info on our A/C page. They are refusing both. When I wrote to them online, the person who picked up said that we are NOT eligible for {$500.00} since we did not include the Promotion Code ( XXXX ), which info have been provided multiple times to those morons over the phone. The offer expires only on XX/XX/XXXX. Today again we called Capital One & after spending lot of time they allowed a Manager to come on line. He confirmed that he can see a NOTE on our A/C that we are eligible for {$500.00} ( this info, the customer service who answers the phone CAN NOT see!!?? ). We have bitter experience with CapitalOne since they refused to give me {$500.00} after 90 days had passed ( XX/XX/XXXX ) & gave me a consolation bonus of {$50.00} only. This is their dirty game plan. Wait 90 days & then show their crooked, ugly face. This is UNACCEPTABLE. If they don't want to send an e-mail to us at least post that confirmation {$500.00} info on our A/C page. We are requesting your office to bring this Bank in line with banking norms. Thank you XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX, CA XXXX
Company Response: Closed with explanation

Timely Response

2019-07-22

Halyoke, MA

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX still sends incorrect information I was paid in full and closed
Company Response: Closed with explanation

Timely Response

2019-07-22

Irving, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Closed with explanation

Timely Response

2019-07-22

Bothell, WA

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: I filed for bankruptcy in XX/XX/XXXX. I have endured the penalties of a low FICO score for the past 10 years, including high interest rates, high insurance rates and impacts to employment. I was looking forward to having the bankruptcy finally removed from my credit report and having a high score and low interest rates, but my score has barely moved since the bankruptcy dropped off my credit report. Today, according to XXXX my score is XXXX. I contacted XXXX via Consumer Financial Protection Bureau on XX/XX/XXXX, but XXXX refused to take responsibility for the FICO score they are providing to lenders, saying it is the fault of the individual lenders. Therefore, I am including CreditWise and Capital One in my complaint that XXXX and CreditWise, a credit reporting company of Capital One, are artificially keeping my credit score low and continuing to punish me for my bankruptcy. ( Attached, please find snip 1 ) As mentioned earlier, there was no increase in points after the bankruptcy was dropped from the credit report. However, as shown in snip 2, XXXX and Creditwise decreased my credit score by 36 points. Snip 3 shows the reason for the decrease in points is due to increase in debt. But as mentioned before, {$110000.00} is not due to personal loans, but to student loans, on a income driven repayment plan with XXXX. My monthly payment for this {$110000.00} is {$120.00}. The increase is debt is also not correct because it does not take payoffs into consideration. I took out a new car loan for {$13000.00} on XX/XX/XXXX, after my XXXX XXXX XXXX was totaled in a car accident, which wasnt my fault. That means the loan for the XXXX was paid off, which is not included as a point increase. A debt consolidation loan taken out for {$7000.00} on XX/XX/XXXX that was completely paid off early on XX/XX/XXXX also was not shown as having positive points. There also seems to be some confusion about a car loan that I took out on XX/XX/XXXX. This loan was never actually funded. As you can see from the below clip, it was canceled the same day it was taken out. Therefore, this loan should not be a factor in my credit report score as shown by Snip 4 After submitting my complaint to XXXX, I rechecked my CreditWise account today, XX/XX/XXXX. It shows that my score increased by 2 points, because of debt reduction, but no other positive points, even though it shows that 3 recent inquires are no longer on my record, as shown by Snip 5 And somehow, since filing my complaint on XX/XX/XXXX, my credit score has now been dropped by 43 points, instead of 36 a week ago, as shown by Snip 6 How can a credit score drop by an additional 7 points when all I did was pay bills on time? ( Actually, Im not sure if the drop was by an additional 43 in a week. ) Perhaps the CreditWise simulator can explain that. I used a CreditWise tool called a simulator, in which you can enter different scenerios to see how it would impact my credit. Paying on time for 2 years, LOWERED my credit score by 14 points. Please see Snips 7 and 8. If paying on time lowers a persons credit score by 14 points, which is a positive thing, one must consider that CreditWise and Capital One are artificially keeping my credit score low. As I stated in my previous complaint, over the past 10 years, I have had two late payments, which were due to a debt consolidation loan in XX/XX/XXXX. TransUnion, CreditWise and Capital One do not consider having a good repayment history is a good thing. I would think that only having two late payments in 10 years, after filing for bankruptcy shows character and a willingness to make sure their credit improved. And yet, XXXX, CreditWise and Capital One are not acknowledging any positive steps I have made to improve my credit.
Company Response: Closed with explanation

Timely Response

2019-07-22

Chicago, IL

Fees or interest

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

Charged too much interest
Complaint: I have paid off my Capital One credit card in full every month except the month of XXXX, but Capital One charged me a double interest fee for not doing so. I was charged an interest fee in XXXX and another interest fee in XXXX, even thought I paid off my credit card in full for the month of XXXX. And when I contacted Capital One about the interest fee I was told " that's just the way they do it ''. They are ripping off their customers.
Company Response: Closed with monetary relief

Timely Response

2019-07-22

MD

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: Dear Sir/Madam, In early XXXX 2019 we made a trip to XXXX, renting a vehicle from XXXX XXXX XXXX in XXXX, The XXXX. We returned the car on XX/XX/XXXX. without any trouble, after an overnight stay at a local hotel. As my wife has trouble walking after a XXXX XXXX, we parked on a hotel parking XXXX place, displaying our XXXX placard from the rear mirror as usual. This has never been a problem on this trip. On our return home, we noticed on our credit card bill a charge of {$460.00}, from the rental car company, as a fine from the local police for parking in the wrong spot. We learned later that the rental car owner gets the fine and is supposed to re-charge this to the customer. XXXX XXXX send us an invoice, explaining that there is a system of appeal if you believe this is not correct. If you lodge an appeal to the local authorities, their website explains that NO PAYMENT is required as long as the appeal has not been decide by a local judge. We immediately informed XXXX XXXX of our decision to lodge an appeal and questioning their reasons for paying prematurely. We also disputed this charge with the credit card company, Capital One. Last week we received a letter from the local authorities in The Netherlands that our appeal had been found valid and no fine and/or administrative costs had to be paid.All documents, with translations where necessary, have been sent to Capital One, which they acknowledged. We immediately informed Capital One of this course of events with the request to reimburse our account as soon as possible. This morning, we received a phone call from Capital One that they can not do this because the merchant ( XXXX ) has not told them to do so. A phone call and two emails to XXXX also went unanswered. Now we are between a rock and a hard place, and we would like you to intervene with Capital One to make us whole again. Thank so much.
Company Response: Closed with explanation

Timely Response

2019-07-22

Lexington, NC

Incorrect information on your report

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

Account status incorrect
Complaint: I pulled my credit in XX/XX/XXXX and discovered Capital One had reported many late payments on my credit file. I called them, and they found that billing statements had not been sent to my house nor had my online profile been properly setup, so I wasnt getting the correct information. As a result, they agreed to remove XXXX and XXXX inaccuracies and investigate the remaining negative reporting. I called today to follow up and they are not willing to fix the other late payments to this account. All the late payments from XX/XX/XXXX until this year should be updated as paid as agreed. I am filing a complaint to the CFPB since Capital One has failed to honor the agreement to get these items fixed.
Company Response: Closed with explanation

Timely Response

2019-07-22

Effingham, KS

Other features, terms, or problems

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

Problem with customer service
Complaint: I used my credit card at a gas station on XX/XX/2019 to fill up my car. I must have dropped my credit card on the ground, resulting in someone finding it and using at that gas station for a {$15.00} purchase. Additionally, they then decided to use my credit card at XXXX across the street and made a purchase of {$400.00}. I noticed this via text alerts about 20 minutes later and immediately froze my card and contacted Capital One to let them know that a fraudulent transaction occurred and I had lost my card after checking my wallet. While talking to a representative, I said something along the lines of, " Should I contact the police ''? They quickly dismissed that and told me not to worry, as their fraud department will be diligent in acquiring evidence. Days later, I received a credit back to my account for the {$400.00} and they told me that an investigation is in process. On XX/XX/2019 I discovered that they reissued the charge of {$400.00} to my account and I called customer service to get to the bottom of it. They told me that after investigation, they did not find any fraudulent activity, so they would not give my credit back for the purchase I did not make, even though on the website, it says customers have zero liability for any fraudulent transactions. I feel as though Capital One did not dilligently research the fraudulent activity, as I was swift to take action and report the crime. Additionally, they specifically told me not to contact authorities, which after talking to many people, it seems unethical. I am now forced to file a police report so that they can prove that there was, in fact, fraudulent activity.
Company Response: Closed with monetary relief

Timely Response

2019-07-22

TX

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: I have tried to dispute information that was reported on my XXXX credit reports since XX/XX/XXXX. I was trying to dispute through XXXX directly because there were more mistakes on my credit report than what was actually valid. The problem is they have taken more than 30 days to correct the problems and as of days ago they removed my auto loan that was in good standing with XXXX XXXX. Just days ago my score increased by more than 50 points due to my auto loan reported accurately. A few days later XXXX disputed it and removed it and when confronted accused XXXX Bank XXXX XXXX. XXXX confirmed that they did not remove it. XXXX lowered my score by 107 points due to their error and also during a fraud alert and freeze on my Equifax report they allowed a company to conduct a hard inquiry that I did not solicit. The company is XXXX. XXXX says it was from XX/XX/XXXX, but my credit monitoring service shows that it was a new inquiry from the past few days. Basically, XXXX failed to correct wrong addresses that I disputed within a timely fashion. It has been more than 30 days that I disputed wrong addresses, names, employment and credit accounts and still the wrong information is on my report. Each representative says something different and even though the information was removed from XXXX and XXXX and I faxed supporting information to XXXX as advised, XXXX XXXX XXXX is still erroneously on my XXXX credit report in the amount of {$1900.00} ... I reported Capital One and XXXX XXXX XXXX to FTC and XXXX because they have all supporting documents concerning identity theft and fraud and acknowledged the accounts are fraud and yet they are still on my XXXX credit report. This is what my experience with XXXX has been, like going in circles with no good outcome but only frustration and representatives changing dispute criteria weekly. All of the above occurred Incorrect information on your report ( wrong address, fraud, incorrectly shows account still open ) Problem with a credit reporting company 's investigation into an existing problem Improper use of your report ( shared without consent, credit inquiries from unknown sources ) Unable to get your credit report or credit score Credit monitoring or identity theft protection services ( billing dispute, unwanted marketing, problem cancelling account ) Problem with fraud alerts or security freezes ( initial 90-day, trouble placing or extending a freeze, extended, active duty ) Reporting company used your report improperly ( obtained or used for purposes that aren't allowed by law ) Received unsolicited financial product or insurance offers after opting out Report provided to employer without your written authorization Credit inquiries on your report that you don't recognize I faxed XXXX necessary documents to no avail. I got a free copy of my XXXX credit report in XX/XX/XXXX and disputed errors by XXXX mail, phone and fax to no avail. As soon as I added a freeze days ago with XXXX as they advised my score was lowered 107 points, a good account was removed and an unauthorized hard inquiry was added. This is the XXXX credit bureau as far as I understand but disputes through XXXX XXXX XXXX XXXX. They tried to charge me {$7.00} today on XX/XX/XXXX for assistance. Outrageous!
Company Response: Closed with explanation

Timely Response

2019-07-22

Alpharetta, GA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2019-07-22

Jacksonville, FL

Other features, terms, or problems

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

Problem with cash advances
Company Response: Closed with monetary relief

Timely Response

2019-07-22

Detroit, MI

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 monetary relief

Timely Response

2019-07-22

Oviedo, FL

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-07-22

Rawsonville, MI

Improper use of your report

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

Received unsolicited financial product or insurance offers after opting out
Company Response: Closed with explanation

Timely Response

2019-07-21

Snellville, GA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-07-21

South Florida, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: I closed this account several years ago and Im still being charged. This account was closed!
Company Response: Closed with explanation

Timely Response

2019-07-21

Vicksburg, MI

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: Leaving multiple messages in the same day.
Company Response: Closed with explanation

Timely Response

2019-07-21

Bellaire, TX

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: The Bank I am filling a chargeback 's complaint against is Capital One. Capital One refuses to issue a Chargeback after the Merchant XXXX XXXX XXXX XXXX ( XXXX ) did not provide a {$20000.00} timeshare exchange service as mentioned in our contract with them. The Transaction I am requesting a chargeback from Capital One Bank is under the name XXXX XXXX XXXX made by XXXX XXXX XXXX XXXX ( XXXX ) in XXXX XXXX for an amount of {$2900.00}. My family went on Vacation to XXXX XXXX, XXXX XXXX on XX/XX/2019 at XXXX XXXX XXXX XXXX ( XXXX ), part of XXXX XXXX. We were offered an exchange between our XXXX XXXX timeshare Ownership and XXXX XXXX timeshare membership. Our XXXX timeshare worth about {$20000.00}. We paid {$20000.00} for an XXXX XXXX timeshare and the contract stipulated XXXX will buy back our XXXX contract. that had a balance of about {$20000.00} After a month and half of an unexplained wait, XXXX did not honor the exchange service. They brought as pretext after the long wait that our ownership is not a deed. They explain that we can keep both their timeshare and our XXXX Timeshare, and they will keep the {$20000.00}. We replied that the contract is void ab initio, since there were never a deed, but an ownership certificate, then we have to receive our money back since we have not received the exchange service as clearly written in the contract. They have not answered. We file a timely {$17000.00} chargeback with XXXX XXXX XXXX and {$2900.00} with Capital One on or around XX/XX/2019. XXXX XXXX XXXX issue the {$17000.00} Chargeback, but not Capital One ultimately. Capital One first issue a Chargeback, but the merchant came back and mislead the Bank in saying fraudulently the {$2900.00} was for Hotel Services that we received, like restaurant and rooms. Capital One return the {$2900.00} back to XXXX. We later explained several times to Capital One that the {$2900.00} were not for Hotel services, but are part of a {$20000.00} timeshare exchange services that did not take place. The Bank insinuated that we were lying and a manager told us that it is common that customers like us receive services from a Hotel and want a chargeback, what is commonly called friendly fraud. Capital One told us they escalate the issue, made us wait, and later falsely said they can not help because we did not provide all documents on time. We did provide all documents on time by both fax and certified mails, and we have proof. Capital One does not want to assume his mistake by prejudging us and returning the {$2900.00} to the merchant. We are requesting a refund from Capital one of {$2900.00} with all interest fees that are being accumulated.
Company Response: Closed with explanation

Timely Response

2019-07-21

Ft Lauderdale, FL

False statements or representation

Debt collection: I do not know

Attempted to collect wrong amount
Complaint: RE : CAPITAL ONE AUTO FINANICAL XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : TO INACCURATE REPORTING TO CREDIT FILE TO WHOM IT MAY CONCERN : I RECEIVED A COPY OF MY CREDIT REPORT AND FOUND THE FOLLOWING ITEMS TO BE ERRORS. HERE AS FOLLOWING ARE ITEMS IN ERROR : CREDITOR NAME : CAPITAL ONE AUTO FINANIAL CREDITOR DATE OF INQUIRES : DATE : XX/XX/2018 2018
Company Response: Closed with explanation

Timely Response

2019-07-21

Parker, CO

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with explanation

Timely Response

2019-07-21

Golden Oak, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2019-07-21

Bronx, NY

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
Company Response: Closed with monetary relief

Timely Response