CAPITAL ONE FINANCIAL CORPORATION

2019-06-23

Atlanta, GA

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

2019-06-22

Manayunk, PA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-06-22

Santa Ysabel, CA

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: On XX/XX/2019, I sent the attached letter to Capitol One asking that they close this account. They called me about a week later, and transferred me to 4 people, none of which was willing to close this savings account. It seemed like a programmatic way to avoid closing an account, and it took an hour of my time. Now, on XX/XX/2019, the account is still open. Almost six months later. There is a XXXX balance. Would you please ensure that Capitol One adhere 's to my request and close this account?
Company Response: Closed with explanation

Timely Response

2019-06-22

Vienna, NC

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

2019-06-22

Bellefonte, PA

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

2019-06-22

Pinellas Park, FL

False statements or representation

Debt collection: Other debt

Attempted to collect wrong amount
Complaint: XX/XX/2019 {$370.00} Certified letters mailed to all three credit bureaus and debt collector stating they were reporting an incorrect balance and that is against the Fair Credit reporting act.
Company Response: Closed with explanation

Timely Response

2019-06-22

Ft Belvoir, VA

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
Complaint: Capital One is showing a 30 day late in XX/XX/2017. I've contacted Capital One via email ( to executives ) and phone ( Executive Resolutions Department twice ) several times. Capital one is acting unreasonable by not deleting the one 30 day late ( it is my only late ever from both of my Capital One cards over the past three years ). I am not allowed to purchase a home in Virginia for my family due to this one 30-day late payment. Please help me resolve this issue with Capital One so I can purchase a home. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-22

CA

Closing your account

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

Company closed your account
Complaint: Dear Mr. XXXX, case # XXXX In XX/XX/XXXX my XXXX XXXX XXXX XXXX checking account ( XXXX ) was hacked and I had to close it. In the previous two weeks I had sent 5 payments to Capital One ( XXXX ) from that account. I pay my balance immediately. All of them were posted to my account. These payments were subsequently denied by the credit union. So, Capital One then puts all five denied payments on my XX/XX/XXXX statement as if they all showed up on XX/XX/XXXX. When the new account was open, ( XXXX ) I linked it ( XX/XX/XXXX ) to my Capital One account. I sent money to cover the denied payments plus the balance on the account. I had a {$15000.00} line of credit, XXXX miles, all gone when they cancelled my card XX/XX/XXXX. They said the account was closed because of the denied payments. I did receive a letter from Capital One dated XX/XX/XXXX informing me the account was closed. Unfortunately, the letter arrived on XX/XX/XXXX. Over the course of a week, I talked with three supervisors and explained what happened. I sent copies of the non-authorized debit ACH statements I filed with my credit union. They would not reopen the account. Took a hit on my credit numbers, dropping 40 points at one, 74 points at another. I pointed out to the last supervisor I spoke with that Capital One had violated the terms of service by not contacting me per the Security Alerts agreement when the first denial occurred. Security alerts are provided to you for fraud protection and when CERTAIN IMPORTANT CHANGES TO YOUR ACCOUNT OCCUR Since I have NEVER HAD A DENIAL OF PAYMENT ON THIS ACCOUNT, I would think it falls in the IMPORTANT CHANGES OCCURING category. These alerts are sent AUTOMATICALLY by email to your primary email address and by text to your mobile device number, if you have provided one. '' A service rep ( XXXX XXXX ) confirmed there was NO RECORD ON MY ACCOUNT OF ANY FAX, TEXT, OR EMAIL ALERTING ME TO A PROBLEM. My profile states that " AUTOMATIC CALLS AND TEXTS ARE ALLOWED '' and provides both my phone number and email address. Had any of your employees done what Capital One is obligated to do and notified me, I could have quickly resolved the matter. Had they contacted me the second time it happened, we could have fixed the problem. Or the third, fourth or fifth. They didn't. And what, in my opinion, is really a problem for your company image is that the human factor, the history of payments, the inability to just look at the facts and do the right thing, never happened. Like many of your cardholders, I worked hard to establish good credit. For five years this was the only credit card I carried in my wallet. Because of the serious ramifications of you closing an account, you should have a policy in place that you do not close an account without talking IN PERSON to the account holder. Im asking you to reopen the account, restore my miles, and notify the credit companies of the reversal. I'm sending a copy of this email to the LA XXXX consumer reporter XXXX XXXX. Regards,
Company Response: Closed with non-monetary relief

Timely Response

2019-06-22

Philatelic Center, CA

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: This debt was incurred by capital one one the year 2010 and it has then been more than 9 years since the debt was owed. USD ( {$400.00} ) Capital One is no longer expecting their money back because last time I spoke with their entitys representatives they told me that they had written it off. This this third party company is calling my number and has disclosed to me that they have systems in their power of utility to look up my personal familys phone number and call me no matter where Im after I have changed my phone number on more than five occasions. Every time I apply for a new XXXX on my credit they have found my dial on their directory and are contacting me with out any legal representation nor with out any consent of my own prerogative. According to the fourth of amendment of the the U.S. Constitution we as a people have the right to be protected in our persons assets and effects. My call dial number is my effects. ( IV ) They have call me on several occasions answer and I have asked them to take me social security number out of their DOS system and all they do is hang-up on me. They say I have to write a letter to them to disclose to them my current address. I have not and will not do that. They do NOT have my permission to utilize ( use ) my SSN #! They in fact, as far as Im concerned, stole my number from the SSA.
Company Response: Closed with explanation

Timely Response

2019-06-22

Laurel Hollow, NY

Getting a credit card

Credit card or prepaid card: Store credit card

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2019-06-22

Ft Lauderdale, FL

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: On XX/XX/XXXX I applied for a business loan at XXXX XXXX the bank pull up my credit report and declined the loan because I had 3 negative items, that were reporting charged off collections, I was so frustrated because I paid all this accounts on XXXX. My wife registered me at XXXXXXXX XXXX a company that repairs credits in order to accelerate the process because I have paid in full letters from the 3 creditors Capital One, XXXX XXXX and XXXX XXXX XXXX, it has been six months already sending back and force documents to the credit bureaus disputing the accounts, calling the creditors and the only Credit Bureau that deleted this 3 accounts was XXXX on XX/XX/XXXX. XXXX and XXXX are still reporting inaccurate information, it make no sense that the same 3 accounts were deleted and removed on XXXX report and the same 3 accounts appears still on XXXX and XXXX having them the same paid in full letters that we send to transunion. Please I don't know what else to do. My wife has been paying since XXXX {$120.00} to XXXX XXXX, {$24.00} to each credit bureau to check the status on the disputes has been 6 months already 180 days, we are struggling with this issue, I do not understand how the 3 credit bureaus has listed the same XXXX accounts information with different status. Please help us resolve this problem that as XXXX XXXX we follow the law by paying this accounts in full and as of today it is hurting my credit report with inaccurate information,.
Company Response: Closed with explanation

Timely Response

2019-06-22

Albuquerque, NM

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with non-monetary relief

Timely Response

2019-06-22

Port Richey, FL

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

2019-06-22

Garden City, KS

Getting a credit card

Credit card or prepaid card: Store credit card

Delay in processing application
Company Response: Closed with non-monetary relief

Timely Response

2019-06-22

Los Angeles, CA

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

2019-06-21

Addicks Barker, TX

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

2019-06-21

San Diego, CA

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 explanation

Timely Response

2019-06-21

San Bernardino, CA

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

2019-06-21

Phila, PA

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 explanation

Timely Response

2019-06-21

Arvada, CO

Other features, terms, or problems

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

Other problem
Complaint: XX/XX/XXXX made pmt for {$250.00} using my mobile app that I use every month XX/XX/XXXX made a payment for {$270.00} using mobile app as well. The payment for XX/XX/XXXX was never applied to my account just the payment XX/XX/XXXX was applied correctly. Called Capt one and they issued a temporary credit while they investigated. I get a letter stating they need proof from bank of transactions. To which I fax my bank statement received directly from my bank. ( the printed out and showed both payments dates amounts and to whom they were paid/capital one ). I call to confirm received as well as have a fax submission with their info that shows successfully faxed XX/XX/2019. Then I get another letter stating they are removing temporary credit because they didnt receive said requested info. I call capt one again and speak with emp # XXXX XXXX ( not very nicely per my frustration of having to fix their error ). He continues to offer no assistance on what else I can provide as proof and states what they received is not valid and they are closing the dispute. I have had my Cabelas card for more than 8 years and never had one issue until her recently when capital one took over as card services for Cabelas club cards. I want resolve and Capital one just wants to steal peoples money and not fix issues they caused, even after proof received.
Company Response: Closed with non-monetary relief

Timely Response

2019-06-21

San Diego, CA

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

2019-06-21

FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: My checking ( and savings ) account is with CapitalOne 360. For the THIRD time my payments have been stopped, cancelled or rejected. Each time, I am fined, by the other end ( the company I made a payment to ), in this case it is XXXX, my electric company and my landlord or management company ( where I live! ). The last time this happened it was my student loans and also my rent payment. In ALL of these scenarios, there was in excess of $ XXXX in my account, so this is NOT an issue of lack of funds. In each instance, I used my account number and routing number to make these payments -- NOT a check and NOT my debit card. In each instance, I contacted CapitalOne 360 ( these calls are all recorded ). I was provided with a case number by the customer service rep I spoke to and then told to submit an email to the " customer relations '' department. In each instance, I did as I was told and submitted an email describing the situation and the fees I incurred. To date, I have received no follow up email, no reply and no assistance. Additionally, I was told back at the end XXXX that the issue with using my " ACH '' for payments was resolved and that I would not have problems going forwards making payments. That was false. Instead I have repeatedly experienced payments -- of a very serious nature, including my rent checks -- being returned for NO reason other than bank error. This has caused me great distress and numberous fees. The last time, XX/XX/XXXX, I had to spent my day physically going into a CapitalOne location and purchasing a " Certified bank check '' ( which cost me additional money, at {$10.00} PER check ) and then take that check to the management. This has been costly and time consuming and stressful! And it is no fault of mine! To date, no reply email with the most recent case number, has been received, nothing is ever done to correct or repair or repay me for the situation that thru no fault of mine, I find myself in. The bank refused to put anything in writing, and declines to assist me in any way other than giving me a " case number ''. And that leads me nowhere ... Please contact me for additional information, bank accounts, screenshots from both mobile and desktop supporting my experiences and dates.
Company Response: Closed with explanation

Timely Response

2019-06-21

Charlotte, NC

Fees or interest

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

Problem with fees
Complaint: called customer service spoke with manager XXXX asked to have interest {$3.00} assessed on XX/XX/2019 when my account was paid in full on XX/XX/2019 payment {$2300.00} resulted in a " credit '' balance of {$11.00}. There was no balance for XX/XX/2019 yet I was assesses interest. manager XXXX denied my request to credit back my accoun refused my request to be transfer to upper management. I am requesting to have the interest {$3.00} assessed credit to me.
Company Response: Closed with explanation

Timely Response

2019-06-21

Kings Ferry, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: I went with my son to XXXX XXXX so he could buy himself a vehicle. My sons credit was keeping him from making the purchase. The salesmen told me that if I cosigned the loan it might have a chance of going through. I did and it was approved. My understanding is that I am not responsible for this loan UNLESS my son defaults on the loan. This loan turned up on my credit report as mine. They also listed my sons employer as my employer. I have been retired since 2014 and never worked where my son works. I have disputed this on XXXX XXXX twice and both times they said it was mine and is staying on my report. This is my third attempt to correct this error.
Company Response: Closed with explanation

Timely Response

2019-06-21

Mabank, TX

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: XX/XX/XXXX I called Capitol One to find out about their international incoming wire procedures and fees. I was told that they ( Capital One ) does the foreign exchange and can charge up to a {$14.00} fee for the service. I had over $ 648k AUD in XXXX to move to USD. I called my other bank as well to figure out the best plan as I had a choice to send it in AUD or USD. If I sent in USD, there would be an intermediary bank doing the fx which is normally lower rate plus their fee. Based on the information given by Capital One, I wired it to them in AUD. When my wire came in, it was much lower in fx than expected. I called Capital One again to be given wrong information and was told it was sent USD. Capital One told me that they would not accept foreign wire in on my account and I was given instructions based on another type of account and they would have rejected it. I called XXXX who confirmed it was sent AUD as I instructed. After numerous calls to Capital One they finally told me that they instructed the intermediary bank to do the FX, which is again a lower exchange and higher fee. I would have never used Capital One had they have given me correct information. I lost anywhere between $ 5- $ 12k on the exchange. Capital One said they listened to one of my phone calls and confirmed that the agent gave me information on their retail account and not based on my type of account ( 360 ). Ive sent numerous emails and have called and they stopped returning my calls or emails. Capital One had no authority to instruct the intermediary bank to do the foreign exchange and should have rejected the wire. Or they should have given me the correct information so that could have sent it to my other bank who would do the exchange themselves or I would have done the fx in XXXX via XXXX. They have not accepted any responsibility for their error and bad information which cost me a significant amount of money which also delayed closing on my house purchase because I was short $ XXXX.
Company Response: Closed with explanation

Timely Response