CAPITAL ONE FINANCIAL CORPORATION

2019-05-23

Lexington, NC

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
Company Response: Closed with non-monetary relief

Timely Response

2019-05-23

Antioch, CA

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
Company Response: Closed with explanation

Timely Response

2019-05-23

Evanston, IL

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-05-23

Lk Buena Vis, FL

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2019 Capital One deactivated my credit card because of a possible mass compromise. I tried to use my card on XX/XX/2019 at a grocery store and was unable to complete the transaction. However, I did not have time to contact Capital One to find out why. On XX/XX/2019 an attempt to use my card for {$0.00} was declined by Capital One. I was not notified of this attempt, even though I am setup for alerts by Capital One ( text and email ). On XX/XX/2019 I attempted to use my credit card at a gas station. It was declined. I called Capital One and was informed that my card had been deactivated and they would send me a new card. My complaint is that Capital One did not notify me that they had deactivated my account but waited until I contacted them. Also, they are not offering any identity theft protections as a result of their suspected mass compromise. I thought there were rules about notifying consumers when their account has been possibly compromised and providing additional protections.
Company Response: Closed with explanation

Timely Response

2019-05-23

Oxford, GA

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 a loan with CAPITAL ONE BANK USA. I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report. As you can see, I XXXX, XXXX and CAPITAL ONE BANK USA with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late.
Company Response: Closed with explanation

Timely Response

2019-05-23

Auburn, AL

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Complaint: Company refuses to send me proof of debt. If I have this info, I can do a better job of pursuing clearing this fraudulent debt from my name. Currently, I have zero information about this debt. I have filed an identity theft report via the FTC.
Company Response: Closed with explanation

Timely Response

2019-05-23

Indialantic, FL

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-05-23

Houston, TX

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I signed up for this credit card because it advertised {$150.00} cash rewards after spending {$500.00} in the first 3 months. I did not get the reward so I called. It clearly says for the card I received {$150.00} cash back. The directed me to scroll down and the fine print contradicts the advertisement. This is misleading, deceptive and false advertisement. Here is a link to the page. There is a ( * ) next to the claim of {$150.00} cash back. This is supposed to lead you to the fine print that contradicts it. https : //www.capitalone.com/credit-cards/cash-back/quicksilver/
Company Response: Closed with monetary relief

Timely Response

2019-05-23

North Hollywood, CA

Fees or interest

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

Problem with fees
Complaint: On or about XX/XX/XXXX and XX/XX/XXXX and on or about XX/XX/XXXX, I called Capital One to explain my financial situation and having recently been on XXXX XXXX XXXX XXXX XXXX XXXX for the XXXX XXXX XXXX XXXX XXXXXXXX I called to request account to be closed without incurring additional interest due to my unpaid leave and lack of finances while in family medical leave. Capital One said my account had already been closed but continued charging me high interests. Additionally, even once I borrowed money, on or about XX/XX/XXXX, to pay minimum due for account not to be charged off, Capital One continued to report late payment even while I made minimum payments through XX/XX/XXXX. Furthermore, at several times Capital One blocked my access to view account/bill/summary/statements not allowing me access to make payments. On XX/XX/XXXX, Capital One sent me an email stating my account would be charged off in less than 30 days, without ever specifying the date. 9 days later which is less than 2 weeks when I attempted to view my account, my account had already been charged off. Capital one harassed me on a monthly basis, they discriminated against me for being XXXX and being on XXXX and XXXX XXXX XXXX XXXX. Capital One offered solutions without results after they said they would stop reporting late payments to all 3 credit bureaus, stop interest fees and closed my account without allowing me access my account multiple times.
Company Response: Closed with explanation

Timely Response

2019-05-23

Santa Ysabel, 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: Capital One Visa Complaint ( Complaint will be made about Capital One and XXXX XXXX XXXX to the FCC, the Secretary of the State of California, and the XXXX XXXX XXXX ). In XXXX of XXXX I contacted XXXX XXXX XXXX to cancel services at my prior address at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX and initiate services for our new address at XXXX XXXX XXXX, XXXX, CA XXXX ( account number XXXX ). The XXXX XXXX XXXX order confirmation number given to me in XX/XX/XXXX for this action was : XXXX. I've attached verification from XXXX XXXX XXXX which notes this same account number stating that services at the existing ( old ) address were to be disconnected on XX/XX/XXXX. However, XXXX XXXX XXXX concurrently billed me for services at both my prior address and my current address until XXXX of XXXX. XXXX XXXX XXXX did not, and has not, remedied this theft. In XXXX of XXXX I had called XXXX XXXX XXXX about what I believe are fraudulent credit card charges for XXXX XXXX ( The credit card bill stated " XXXX XXXX '', and not " XXXX XXXX XXXX XXXX '' ). Several calls were made to XXXX XXXX XXXX and an employee there admitted to me that they did have an XXXX XXXX XXXX order to cut off services at the old address dated XX/XX/XXXX, but XXXX XXXX XXXX never acted on their own order to cut off services and kept charging my Capital One Credit Card for the services at the prior address. I then made several requests for XXXX XXXX XXXX to provide a full refund. Yet, my requests to XXXX XXXX XXXX have been ignored. I was told that an XXXX XXXX XXXX supervisor would call me back in XXXX of this year regarding this matter but no one from XXXX XXXX XXXX ever did call back. Due to XXXX XXXX XXXX failure to refund the money that they had received, I opened a case ( Case Number XXXX ) with Capital One requesting that all of the charges made for services that Id canceled in a timely manner, and had never used ( as I didnt own or live at the old address for this period of time ), be refunded in full. The total amounted to {$2400.00}. After providing a detailed accounting of the situation Capital One sent me a check for the full amount- only to later send me a letter dated XXXX that they were going to reapply the charges equaling the {$2400.00}. The " reason '' that they give is that Capital One only allows 60 days from the date of a statement to dispute a charge. I contend that this is not a " dispute '' but a fraudulent action on the part of Capital One because they refused to define their clients ( XXXX XXXX XXXX ) actions as fraudulent and NOT a dispute. XXXX XXXX XXXX actions and inactions are also fraudulent. Specifically, Capital Ones and XXXX actions, and inactions, clearly constitute what is known as Constructive Fraud, Constructive fraud in California Constructive fraud comprises any act, omission or concealment involving a breach of legal ( such as Capital Ones failure to define XXXX XXXX XXXX actions as fraud ) or equitable duty ( such as XXXX XXXX XXXX failure to cancel a service ), trust or confidence which results in damage to another, even though the conduct is not otherwise fraudulent. XXXX XXXX XXXX XXXX XXXX, XXXX ( XXXX ) 24 Cal.App.4th 555, 562 ; 2 XXXX & XXXX XXXX XXXX. XXXX XXXX ( 2d ed. XXXX ), 3:20, p. 120-121 ; Civ. Code 1573 ( 1 ). If a fiduciary relationship exists, any concealment of material fact is fraud. XXXX XXXX XXXX ( XXXX ) 219 Cal.App.3d 926, 937-938 ; XXXX XXXX XXXX XXXX XXXX XXXX, XXXX & XXXX XXXX XXXX ( XXXX ) 67 Cal.App.3d 19, 32. Unlike actual fraud, constructive fraud does not require an intentional deception, an intent to deceive being implied from the failure to disclose. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) 12 Cal.2d 501, 525. Further, reasonable reliance is presumed upon a nondisclosure of the fiduciary, absent direct evidence of lack of reliance. XXXXXXXX XXXX XXXX ( XXXX ) 1 Cal.App.4th 582, 601. '' By narrowly, and I believe illegally, defining this instance as a dispute, Capital One has dramatically limited the charges considered recoverable from a credit card company ( 2 months versus 1 year ). Capital One/Visas shared definition of fraud, is at best, incomplete and needs to fully reflect all legal definitions of fraud. Also, allowing corporations to arbitrarily and capriciously define time periods for crimes like identity theft and fraud as anything less than the full seven year statute of limitations is unwise and highly questionable. I had depended on Capital One to help protect myself from, what I will charitably describe as questionable business practices ; in this they have demonstrably failed. I am requesting that the FTC require that Capital One use the full legal definition ( s ) of Fraud and instruct them to refund all of the {$2400.00}. This only represents my direct loss, and does not include the time Ive spent on the phone, writing claims, researching legal remedies and writing complaints, which now totals well over 40 hours. Thank you for your consideration in this important matter. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-23

Incorrect information on your report

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

Information belongs to someone else
Complaint: Good Morning, for almost 3 years i still see new inquires in my credit reports which has not done by me, i have left the United States on 2015, but i definetely know that somebody has been using my identity for their own purpose for the years, I kindly ask you to delete these inquires from my XXXX, XXXX, XXXX, XXXX reports
Company Response: Closed with non-monetary relief

Timely Response

2019-05-23

Richardson, KY

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

2019-05-23

Austin, TX

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

2019-05-23

Blackbird, DE

Incorrect information on your report

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

Account information incorrect
Complaint: This account is a credit card that belongs to my mother in law. Sometimes i handle her affairs on my own credit card but she offered to add me as an authorized so she wouldn't have to reimburse me. I asked her if the balance was below 30 % ans she said yes as she just paid it down. Upon her adding me a return check was issued which took the balance over 30 %. Shes elderly and forgot to change the bank. once she noticed that she immediately paid back what was returned for the payment that didn't go through. Unfortunately the account is now showing on my report as high usage and my mortgage broker is having a fit because i settle on my home next week. I sent over a request via all three credit bureaus but no one is responding. Please do not ignore my request as this urgent to fix the balance as a courtesy. Shes elderly and didn't mean to do this as this was her first time making this mistake.
Company Response: Closed with explanation

Timely Response

2019-05-23

Oxford, GA

Fees or interest

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

Charged too much interest
Complaint: I requested a transfer balance from XXXX XXXX to pay off my Capital one account due to the high interest rate. The transfer was to be processed in time to pay the balance in full by XXXX XXXX ( this has been going on for so long I cant remember ). When XXXX XXXX sent the transfer it was not accepted by Capital one ... .is this possibly a way to keep it from posting to get more interest posted??? Anyway, XXXX XXXX had to sent me a paper check to forward to Capital One ( which in these days of technology I question ). Nonetheless, I sent the paper check, but by now so much time has passed that interest did post, which is the interest I disputed with the customer service department, who sent me to the payment department, to which I faxed a letter of explanation and a copy of the letter from XXXX XXXX indicating that the transfer was not processed and thereby a check was being sent to be forwarded by me.. in all my years of a couple balance transfers, never had this happen ) Once I saw that the balance was down to XXXX, I discarded the previous conversations I had with Capital One employees, but I am sure they have correspondence and dicta phone recordings to verify which can be tracked from my home phone. I did start keeping my notes again when the new charges were billed. On XX/XX/2019 at approximately XXXX XXXX I spoke with XXXX. He stated he did see the previous info on my account and that he couldn't adjust the interest, but could transfer me to a supervisor when they arrived in about 2 minutes ( by this time I assume it was about XXXX and they arrive at XXXX, but for some reason, my notes indicate I didn't speak with XXXX until about XXXX XXXX ). XXXX, the supervisor, stated she could not waive the interest due to the previous interest being reversed. I tried to explain, once again, what happened, but it was to no avail. Capital One credited my card by reversing the finance charges, I paid a new charge as soon as I saw it posted to insure the balance stayed at XXXX, then I still get yet another bill for interest in the amount of {$22.00}. It's like a never ending cycle. I called but was informed that since they reversed the previous interest there was nothing they could do. If the interest was reversed to correct the error, then I'm charged interest again due to the fact that it took so long to get the error corrected, as for what I have been told the new interest is due to the account not being paid in full ( But it's due to the interest that I had to get reversed, all other charges were paid!!!!!! ). How is it that I should now pay interest for previous interest that was charged and reversed? Anyway, I do not feel the interest should remain due to the circumstances.
Company Response: Closed with monetary relief

Timely Response

2019-05-23

Huntsville, AL

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 was a victim of fraud which was quite unfortunate. My information was stolen and I later found out that my card had been used to make purchases. There was a spending spree that tool place and doesn't match any of my spending habits or patterns and wouldn't do. Upon my noticing I immediately contacted Capital One fraud department and they informed me that wouldn't be responsible for any of the charges because of zero liability and I didn't have the card. There were several charges spanning from XXXX. I received a letter recently informing me that investigation was completed and no fraud found. How?!! That isn't possible. I contacted rep on letter and after several attempts finally got to talk to him and he was very rude, harsh and dismissive of me. A terrible experience. I informed that I didn't/do n't have the card so how could I be responsible for charges when I didn't make them and also informed him there is no evidence that would even suggest I did or no proof!! This is not within policy and I am not responsible for the charges. I didn't have the card, didn't authorize any one on my behalf to use and also contacted them as soon as I notice. The total charges amount came up to {$3900.00} and I would never run up that amount or spend that at one time. History shows that and looking at places listed its outrageous. Most of these locations aren't even suited for me. They also have an old address of mine listed where some one could have interjected and taken the mail. I haven't been there so I wouldn't know. I did not make those charges and was informing but they didn't care to listen at all.
Company Response: Closed with explanation

Timely Response

2019-05-23

Lithia Spgs, GA

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
Company Response: Closed with non-monetary relief

Timely Response

2019-05-23

Chicago, IL

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: In XX/XX/XXXX, I submitted through the major credit bureaus a dispute regarding a late payment that was reported on my account to XXXX XXXX, XXXX XXXX and shouldn't have been. This late payment was never removed as requested, but instead the account in question that I have had for over 10 years was completely removed, improperly. The XXXX XXXX XXXX account is still open, active, and in good standing. This account ending in XXXX is still on my XXXX and XXXX reports but is still not placed on my XXXX report and hasnt been since XX/XX/XXXX. I have been calling and speaking with reps as well as responded to letters regarding this matter with no positive response. According to the FCRA all information should be reported properly. This has not been done as my account ending in XXXX still has not been placed on my XXXX report, nor has the incorrect late payment been removed. I have responded to the letter sent me by the company via certified mail on XX/XX/XXXX. It is XX/XX/XXXX and I still have not received any comments or feedback regarding this issue. Certified mail Tracking # XXXX. I contacted XXXX numerous times regarding this situation but have always gotten sent back to Capital One with no success, and my good standing XXXX XXXX XXXX account missing from my report. I have attached the documentation showing its removal XX/XX/XXXX on the XXXX report. This document also shares the XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-23

Dallas, TX

Fees or interest

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

Problem with fees
Complaint: On XX/XX/XXXX a {$59.00} " Membership Fee '' was placed onto my credit card bill by Capital One. Two attempts were made by myself and my spouse to change our card program with Capital One, but the company was unwilling to accommodate us. The last attempt we made was on XX/XX/XXXX and we again stressed our desire to remove the annual membership fee as we were unaware that it was going to be charged. It was disappointing to hear that such a de minimis fee which, when discovered and questioned, was handled in such a unfair and deceptive fashion. We had assumed that Capital One would note the small request, back out the fee and allow us to change to a no fee credit card program.
Company Response: Closed with monetary relief

Timely Response

2019-05-22

Henderson, NV

Closing your account

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

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2019-05-22

Granger, UT

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

2019-05-22

East Windsor, NJ

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-05-22

Palos Park, IL

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-22

Bay Head, NJ

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-22

Manhattan, NY

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response