CAPITAL ONE FINANCIAL CORPORATION
Consumer Complaints
There are over 39408 complaints on file for CAPITAL ONE FINANCIAL CORPORATION. Dated between 2019-12-11 and 2011-12-01.
Complaints Page 162
2019-06-08
Ny City, NY
Closing your account
Credit card or prepaid card: Store credit card
Company closed your account
Complaint: Kohls closed my account, which I have maintained for over ten years. I called the company, and Kohls representative stated that the " consumer closed the account. '' I never permitted Kohls to close the account. Furthermore, only two months ago, I received correspondence from kohls saying that they cleared up any late payments due to bank error. I have proof of the documentation that stated that all late payments or any negative info on credit reports were removed, which were improperly recorded on credit reports by them. Kohls never sent written correspondence about the closure of the account and the only reason I found out my account was closed was when I attempted to make a purchase, the merchant stated the account was closed.
Company Response: Closed with explanation
2019-06-08
Burlingame, 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: I am a customer with Capital One and I have a XXXX credit card. I logged into my online account to check my statement around noon on XX/XX/2019 and noticed fraudulent charges pending from three vendors on my online card statement all charged that same day on XX/XX/2019.
The charges in dispute are as follows and are all from XX/XX/XXXX : 1 ) XXXX XXXX XXXX for {$340.00} ( zip code of store provided on statement ) 2 ) XXXX XXXX XXXX XXXX for {$2.00} ( zip code provided on statement and matches the one for the XXXX charge ) 3 ) XXXX XXXX for {$5.00} ( presumably an online service ; I do not hold an account with that company ) 4 ) XXXX XXXX for {$14.00} ( so two separate searches ) I called Capital One immediately thereafter, the same day that these charges appeared, to dispute them. I was completely certain that I had not made these charges as I had not left my house that morning and I still had my card in my possession, so I knew it was not physically stolen either. I explained the situation to a Capital One fraud representative and they agreed to credit my account for the transactions ( applied XX/XX/XXXX to my account ).
The matter appeared to be resolved as I had seen that the credit for these purchases appeared on my final monthly statement from XX/XX/2019. However, I logged in again today on XX/XX/XXXX around XXXX XXXX to check my account after going shopping at the mall and saw that the fraudulent transactions had been reapplied to my account on XX/XX/XXXX and were now appearing on my XX/XX/2019 statement. I called Capital One 's fraud department today XX/XX/2019 at XXXX to ask why these charges were reappearing and spoke to a fraud representative who was named XXXX . He said that the merchant credit had been applied to my account and reassured me that everything was in order and made no mention of the result of an investigator 's findings ( relevant info from my 2nd call described below ).
I then decided to go ahead and try to pay my balance for the month online but noticed the amount requested matched the total of the fraudulent charges ( as they are the only current outstanding amounts ). I called Capital One 's fraud department immediately again at XXXX XXXX and spoke with a different representative named XXXX to get them to double check the information I had been given by the previous representative, XXXX.
I explained to XXXX the call I just had with XXXX and how it seemed that I am still being asked to pay for these charges online. He said he would look into the matter and placed me on hold. When he returned, he said that the investigator who was handling my initial fraud claim had deemed that the charges were legitimate and that I would be responsible for paying them. I protested stating that I knew for a fact they were not legitimate and I refused to pay for fraudulent charges. XXXX asked me if I had ever lost my card or if I knew whether I had my card on me the day the charges were incurred and I responded that because I have never lost my physical card and had never gone to the stores in question and had called same day to report it, I knew I was not the one who made those purchases. I also stated that I did not know how the fraud could have occurred if they could not swipe my card.
XXXX then responded in a rather accusatory tone that my card probably could not have been swiped as it has a chip which secures it and that that was most likely the reason why the investigator deemed the charges legitimate as it must have been me that used it. He said the decision of the investigator was final and I would need to pay. I responded that I am not an expert in credit card fraud so I do not know exactly how someone could have cloned my card, but this card does not require a pin number to use so presumably it is possible to do so and that I now had great concern that Capital One 's chip cards are not as secure as stated.
I requested to either be escalated to a manager or to be able to speak with the investigator to discuss the matter further and that I would not be paying for charges that I did not incur. I also said that I have been a reliable customer with Capital One for years and fraudulent charges have never happened before. I stated that I had just used my card today, XX/XX/2019, at XXXX, XXXX, and online at XXXX and would of course be willing to pay for those legitimate charges and asked whether someone would be able to separate out the fraudulent ones as we continue to try to resolve it. I did not receive a clear answer about that and XXXX after giving me the contact information of the investigator and her business hours, was quick to end the call.
I intend on calling XXXX XXXX, the investigator, on Monday to see if I can dispute the charges and get them removed from my account. I am filing this report as I am now very alarmed that Capital One seems to believe that their chips are completely secure and are a basis to deny a fraud claim. I am afraid to continue doing business with this company as they are clearly not secure nor willing to acknowledge that fact and seem to want to stick me with these charges. I do not intend on paying for these fraudulent charges and am very worried that this matter will negatively affect my credit score, which is in good standing.
I hope that the investigator will be responsive and able to resolve the matter, but even if they do agree to remove the charges I will likely terminate my account with Capital One as they do not seem to offer security nor consumer protections.
I also am now seeing that while they credited me for the XXXX XXXX for {$14.00} on my XX/XX/XXXX statement and that charge has not reappeared, the XXXX {$5.00} charge ( also credited on my XX/XX/XXXX statement ) was reapplied to my XX/XX/XXXX statement on XX/XX/XXXX, which I had made an early payment for on XX/XX/XXXX. I did not notice until just now while writing this report that I ended up paying for that {$5.00} ( along with two other legitimate payments ). I am now worried that the {$14.00} will reappear as well in the future. This is unacceptable and unprofessional behavior from Capital One.
Company Response: Closed with monetary relief
2019-06-08
Corona, CA
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
2019-06-08
San Jose, 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
2019-06-08
San Diego, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Add-on products and services
Complaint: In XXXX ofXX/XX/XXXX I opened a XXXX card with them, the limit was not what I was expected and I was recommened to wait 6 months, apply for another credit card and that I would be able to combine their limits. I had previously used this service successfully.
On XX/XX/XXXX after six months I again applied for the same card and was approved at the same XXXX dollar limit. I went ahead and went to their website to proceed with the combination of the two cards. I was then given an error saying this service is temporarily suspended.
I called customer service to see when the service would be available again on XX/XX/XXXX. I spoke with a customer service representative and was told this service is unavailable and they have not date for when it will return. I then esclated to a supervisor and they informed me that this service is now suspended and has no date for return. The ability to request it is still on the website and my terms of service of both cards still mention the ability to do so.
Capital One was unwilling to allow me to do this. After dealing with a Senior Account Manager I was told that there is no further place to escalate this issue and they were unable to provide me contact with anyone beyond the Sr Manager.
There was no communication on this feature change, it is still advertised on their website and XXXX. My expectation is that if they are removing a critical feature that I have used multiple times as customer has been removed, that it would be communicated and at least removed from the XXXX or site.
Had I had this information I would not have applied for this credit card. Now I am stuck with a hard inquiry on my credit report, a credit card that I really don't need since the whole objective was to raise the limit by combining them. They were also unable to provide me details on what further steps I could take to get the the credit lines merged.
They gave me a XXXX dollar credit line increase on my original card, and a XXXX dollar limit on the new one. I do not understand why they would extend such a large line of credit on a new card as opposed to just increasing my current product with them.
This has negatively effected my total age of accounts, hard inquiries on my credit report and given me another credit card to carry around.
Company Response: Closed with explanation
2019-06-08
Brown Deer, WI
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Closed with non-monetary relief
2019-06-07
Ames, TX
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
2019-06-07
Phila, PA
Incorrect information on your report
Credit card or prepaid card: General-purpose credit card or charge card
Account status incorrect
Company Response: Closed with explanation
2019-06-07
Eastchester, NY
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: I have a credit card with the company Capital One. Capital One gives customers the option called quick fund release to pay their bill and have the funds release within minutes the same day through XXXX XXXX. One of the Senior Account representatives told me you can do a quick fund release once per day every day. I perform this payment of action on XX/XX/XXXX and my funds were released. I performed the same type of payment on XX/XX/XXXX. However, the representatives told me my payment would not be accepted and my funds would not be released because I perform this action yesterday and my payment has not been posted to my account. I do not understand why I wasnt able to do this when I have always done a quick fund release without my payments being posted to my account. Im trying to pay my bill and they arent letting me. I dont understand why.
Company Response: Closed with explanation
2019-06-07
Brooklyn, NY
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Closed with explanation
2019-06-07
Baresville, PA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with explanation
2019-06-07
Astoria, 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 explanation
2019-06-07
IN
Problem with a credit reporting company's investigation into an existing problem
Credit card or prepaid card: Store credit card
Their investigation did not fix an error on your report
Complaint: I had my Kohls XXXX used without my knowledge or permission.Fraud started around XX/XX/2017, total of $ XXXX have sent the company copies of police report.The company says there is no fraud.There was XXXX people involved and both have been reported to the police.Kohls needs to admit this is fraud and clear my credit, plus issue to me a new card.The XXXX involved also opened up a new account in my name.This was also reported.
Company Response: Closed with explanation
2019-06-07
San Jacinto, CA
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
2019-06-07
Nyc, NY
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation
2019-06-07
Bedford, TX
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: My identity was stolen someone open a account with capital 1 credit card. I contact the capital 1 credit card services provided them information that my identity was stolen after upon them doing their investigation they provided me a letter stating that they would have the accounts to be removed off my credit report now they refused to remove them off my credit report and still trying to hold me liable.
Company Response: Closed with explanation
2019-06-07
Austin, TX
Took or threatened to take negative or legal action
Debt collection: Credit card debt
Threatened or suggested your credit would be damaged
Complaint: Regarding Account ending in XXXX Capital One Case : XXXX Previous CFPB No : XXXX Capital One references a XX/XX/2018 three-way telephone conversation with a representative from XXXX XXXX, stating the return in dispute was pursuant to the merchants policy. This is a false statement. The agent was unable to provide a reason for the return to be denied. Additionally, XXXX XXXX stated in writing the item was returnable provided with a valid proof of purchase. This document was provided to Capital One. The merchant verified I would be able to return this item after I purchased it to convince into making a purchase for a more expensive model. I was told I could buy the more expensive unit and just return the one purchased on my Capital One Card. However, the merchant failed to accept this return for this item only. After this return was denied the merchant accepted returns or exchanges on other items without incident. Their claim the purchase disputed was denied in adherence to their return policy is invalid. The item was verified returnable prior to purchase, post-purchase, and post-return denial.
I routinely contacted Capital One to determine the status of this ongoing dispute which Capital One agents confirmed my response to the merchant 's initial response was never submitted to the merchant. Multiple Capital One agents further acknowledged on recorded phone conversations the second dispute opened with additional information and documents was sent to the merchant. However, the merchant failed to reply to this dispute.
I repeatedly called in to check the status of the dispute as it was the only charge on my card and as it was in dispute not required to be paid for. Capital One agents repeatedly informed me the dispute was still ongoing. Despite being informed multiple times on recorded phone conversations by multiple agents the dispute was still ongoing Capital One began charging interest and late fees on the balance which was in dispute entirely. Shortly thereafter Capital One began reporting my account to the CRA as delinquent and late despite still informing me multiple time the charge in question was in dispute on recorded phone conversations. Requests to be contacted by a Capital One employee capable of correcting this illegal adverse action and negative reporting the CRA 's was not received for months, while Capital One agents realizing the acknowledging the disputed charge was still being investigated refunded the interest and late fees assessed in error.
By failing to comply with billing error regulations
Company Response: Closed with non-monetary relief
2019-06-07
Bedford, TX
Problem with a credit reporting company's investigation into an existing problem
Vehicle loan or lease: Loan
Their investigation did not fix an error on your report
Complaint: My identity was stolen and someone open an account to purchase a car with capital one auto financing.
Company Response: Closed with explanation
2019-06-07
NY
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I had an auto loan with capital one auto finance with a paid in full on XX/XX/2019. In mid XXXX I received a check from capital one auto finance for all the payment of {$340.00}. On XX/XX/2019 Capital One reported me to the credit bureau as being delinquent I called them and they said they was going to try to fix it and put in a dispute. Now on XX/XX/XXXX they reported me again as delinquent which is unfair my credit score dropped 20 points because Capital One Auto finance keep reporting me to the credit bureau after I paid my car off and I even receive an overpayment checks from them they should not be reporting me every month As being delinquent which I was never late Plus I paid off my loan on XX/XX/XXXX in full. I need help disputing this matter to get my credit score back up thank you
Company Response: Closed with explanation
2019-06-07
Leming, TX
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: I attempted to make a payment on XXXX, to the following Capital One credit card.
XXXX. The online system indicated that a verification code was necessary to proceed. The only options that were available were telephone calls and I was not available at any the numbers listed. I contacted Capital One and after verifying my account ( via Social Security number, DOB, etc. ), the representative still indicated that I needed to provide them with a telephone number to obtain a code. She stated that this was to " verify '' that I was the cardholder. I made very clear to this person that she just finished verifying who I was and that how could a phone number do otherwise. I asked her if there was a method of contacting me ( preferably through another method ) to provide me with this " all secret '' code that I needed in order to access my account. She said that only a telephone call would get this done. And that if this was not acceptable to me that I would have to be transferred to the fraud department. I understand that account security is essential, however, I believe that I made more than a reasonable effort to comply with Capital One 's verification procedures. To date I still can not access my account online nor on the mobile application as Capital One has denied access to my account. I had to make a payment using the automated telephone system in order to ensure that the payment was credited on time. I am requesting your office hold Capital One accountable for these extra-ordinary inconveniences and require them to permit me access to my online account immediately. Once again, all their verification requirements were met, they insisted on a telephone number that I was not able to provide at the time.
Company Response: Closed with explanation
2019-06-07
Covington, LA
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Company Response: Closed with explanation
2019-06-07
El Portal, 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 non-monetary relief
2019-06-07
Cocoa, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I had a Kohls credit card through Capital One. I had been making payments on the card until XX/XX/2019 when I paid the {$740.00} balance off. I requested at that time for the card to be closed. What I didnt know until a credit alert through XXXX on XX/XX/2019 was that I had paid them twice.
I received an alert from XXXX that I had a past due bill of over 90-days in the amount of {$770.00}. I called Kohls and the stated I did have a credit balance and they would mail a check for a refund. I requested they notify the credit bureaus. They said they would. As of today, I still have a past due balance and it continues to accumulate in time.
Company Response: Closed with explanation
2019-06-07
Rncho Domingz, 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
Complaint: Around XX/XX/2019, I purchased 20 items of clothing from XXXX - an clothing apparel retailer located in XXXX. I paid a total of {$390.00} for order # XXXX.
On XX/XX/2019, XXXX did contact me to inform me that 3 pieces would not ship and they have already refunded {$73.00} to my credit card.
I received 1/2 of the order ( 10 pieces ) and I was very displeased. The clothing items were of poor, poor quality and did not look like the pictures of the items as advertised on the company 's website.
To date, I have not received the balance of the order ( 10 pieces ).
On XX/XX/2019, I emailed XXXX via email and I informed that that I was very displeased with their product of poor poor quality of the 10 items received, and that I did not receive a balance of 10 items. I informed XXXX that I wanted to return their merchandise for a full refund of {$320.00}.
The XXXX customer service representatives and I emailed back and forth from XX/XX/2019 until XX/XX/2019 with no resolution. XXXX was toying with me with no intentions of refunding not allowing me to return the merchandise.
Bottom line, XXXX is a fraudulent retailer who is guilty of false advertising and scamming customers.
XXXX ships extremely poor quality merchandise. XXXX does not ship your complete order and claims that they did.
XXXX says that they will allow you to return the merchandise but : a ) They will not provide you with a Return Authorization Form with return instructions ; b ) The warehouse XXXX advised me to return the merchandise to is bogus. I called the warehouse and spoke to XXXX XXXX ( XXXX ) XXXX-XXXX and he stated that he is not affiliated with XXXX.
XXXX also pretends as if they dont know the style # s that I am referring to even though I have provided them with the order # s and pictures.
Around XX/XX/2019, I called and reported this crime to the Fraud Department of my credit card merchant who paid the {$390.00} to XXXX - Capital One / Case # XXXX.
I received a letter from Capital One dated XX/XX/2019, informing me that Capital One had credited my account the amount of {$320.00}. The amount of my dispute.
However, on XX/XX/2019, I noticed that Capital One deducted the disputed amount from my account. I called Capital One to inquire and I was told that the merchant ( XXXX ) had responded and denied my claim. Capital One asked me for documents to support my claim. On XX/XX/2019, I faxed 17 pages of emails, copy of the order and pictures to Capital one.
On XX/XX/2019, I called Capital One to inquire about the status of my dispute. Capital One claims that they did not receive a thrid-party approval and have denied my claim.
What I want is : 1 ) Capital One or XXXX must refund the {$320.00} to my account ; 2 ) XXXX should be investigated and banned from selling to individuals in the United States.
P.S. I still have the 10 pieces of poor quality garments that I received and can provide them to you as further evidence if needed.
Company Response: Closed with monetary relief
2019-06-07
Seattle, WA
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Complaint: Hi, I've just opened a CapitalOne Credit card ( Venture ) with annual fee $ XXXX/year. I was using the card for my daily purchase and suddenly my card was block last week. I try to call the CapitalOne service many times but no reply and I still don't know why my card is blocked.
My credit limit is {$5000.00} and my current balance is {$1700.00} Please help to solve this issue.
Thanks
Company Response: Closed with non-monetary relief