CAPITAL ONE FINANCIAL CORPORATION

2019-05-22

Winston Salem, NC

Incorrect information on your report

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

Account status incorrect
Complaint: Capital one auto finance is reporting late payments monthly when the debt was reported as a charge off 3 years ago. They additional reported it as released debt to government. They seem to be double dipping and should not be reporting late payments when the account is closed.
Company Response: Closed with explanation

Timely Response

2019-05-22

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-05-22

Burlingame, 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: I filed the following CFPB complaint re : Capital One Case : XXXX CFPB No : XXXX in late XX/XX/XXXX. Capital One responded, in pertinent part, Dear XXXX XXXX XXXX, You recently contacted the Consumer Financial Protection ( CFPB ), about charges from Spy Spyfly.com for {$1.00}, billed to your account on XX/XX/XXXX, and {$29.00} billed to your account on XX/XX/XXXX. As well as charges from XXXX for {$1.00}, billed to your account on XX/XX/XXXX, {$39.00} billed to your account on XX/XX/XXXX, {$39.00} billed to your account on XX/XX/XXXX, and {$39.00} billed to your account on XX/XX/XXXX. We understand you believe these charges are fraudulent .... Our records show, on XX/XX/XXXX, you spoke with one of our agents to report fraudulent activity ... .Regrettably, the agent failed to file a lost stolen report on the card where the charges took place ... Because of this, the merchant was able to continue charging the account on XX/XX/XXXX, and XX/XX/XXXX, as mentioned above. As a result, we re-billed your account on XX/XX/XXXX, for {$29.00}, XX/XX/XXXX, for {$29.00} and XX/XX/XXXX, for {$39.00}. ***However, as of XX/XX/XXXX, I can confirm all of the fraudulent transactions have been credited to your account and there have been no additional charges from the merchants. *** If you have any additional questions or concerns, please give me a call at XXXX, Monday-Friday from XXXX XXXX XXXX PT. When contacting me, please use XXXX as the 6- digit PIN when prompted. My 7-digit extension is XXXX. Im glad to help any way I can. Sincerely, XXXX XXXX, on behalf of Capital One XXXX : This last sentence marked by XXXX XXXXis untrue. Capital One continued to rebill me for {$39.00}. Three times. I tried calling and leaving a msg for XXXX, XXXX, at the number he provided to advise him of the last {$39.00} rebill on XXXX 2018 that was not refunded, contrary to Capital One 's letter to CFPB. His name is not on the XXXX greeting. Instead it is a " XXXX XXXX. '' I left XXXX on XXXX, XXXX, and on XXXX, XXXX, a senior acct executive, said he was sending an instant msg to XXXX as we spoke. To date, neither Ms. XXXX nor XXXX, nor anyone from Capital One has contacted me to follow up and resolve this. The final {$39.00} rebill for the fraudulent charge remains on my acct.
Company Response: Closed with explanation

Timely Response

2019-05-22

VA

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: My wife passed in XX/XX/XXXX.. Her credit debts were sent to the home for pmt and I notified them of her passing and sent a copy of the death certificate. All of the debts were that of my wife ; I never signed an application for joint access. Subsequently, EVERY company has shifted the debt to my name as though I am responsible although I told them I knew nothing of these. I submitted an investigation on XX/XX/XXXX to XXXX to dispute these and have them removed. In addition, XXXX is reporting me deceased which prevents me from applying for any new credit ie a home equity line. Two months have passed, no corrections have been made. Debts reported as of XX/XX/XXXX/not mine are as follows : XXXX {$2400.00}, Capital one XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX , XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, dpt ed/XXXX XXXX, XXXX XXXX , XXXX XXXX XXXX XXXX, in summary 12 revol debts at XXXX total, 2 installments at XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-05-22

District Heights, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-05-22

Chula Vista, CA

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2019-05-22

Oxnard, CA

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

Timely Response

2019-05-22

IN

Problem when making payments

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

Problem during payment process
Complaint: I've been a Capital One customer for about 10 years with an excellent credit score, and balance under 1k, on a personal charge acct. For at least the last 5 years I've been sent electronic bills and make online payments through their website. Recently my cell contract ended, I changed cell carriers, went on a family plan and wasn't able to port my number. While updating all my accounts, I tried to log onto Cap One but they just started 2SV via cell. ( first time for me anyway ) Since the old phone was deactivated, I couldn't receive the text and couldn't log on to make the update, view my bill or make a payment. I called their CS dept ( XX/XX/XXXX ) to notify them of the new number and was supposedly sent a code via text, to my new phone. However it never came through and after 3 minutes the overseas rep sent my call to the fraud dept! I tried to explain the situation and was told after being on the call 45 minutes they couldn't verify I was the owner of the phone nor the number was legitimate. They would not say how they go about this " verification '' I did tell them my credit reports are locked but they said they didn't use those ... I asked about an alternate method of receiving the code ( like the email I've used with them for years ) and was told there is NO other way. They then told me I MUST send by USPS, a state ID with photo or passport to prove my identity, but I'm XXXX and do n't drive or travel! ( Even I9 's have other acceptable forms of ID! ) Locked out of my Cap One account and unable to make a payment, I submitted a trouble ticket to my carrier XXXX XXXX to verify my new phone/service was set up correctly. After an hour of troubleshooting it was confirmed, XXXX devices and my device accept both MMS and SMS texts and the problem was likely a Cap One restriction. I then called Cap one again ( XX/XX/XXXX ) got the same problem and the same runaround. The real issue, Cap one recently enacted a " premium short code '' 2SV that will not send the 5 digit auth codes they REQUIRE for log onto their website, to MVNO carriers ' phones. ( MVNO carriers are non-contract subscription phones that use XXXX, XXXX, and XXXX XXXX networks ) Some MVNO carriers include XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX and the Gov subsidized phone carriers. The MVNO carrier customer base has been primarily made up of those at the lower end of the socioeconomic status. Coincidence? Is this why now I have to jump through additional hoops to overcome new barriers to utilize my longstanding account? All because I opted out of an expensive cell contract? Is this Red Lining 2020? This is discrimination on 2 fronts for me, red lined by socioeconomic bias inappropriately attributed to my cell provider and I'm XXXX/do n't drive/travel. I can imagine that statistically those that are XXXX or at a lower SES are might be less likely to hold a passport and what, maybe unworthy of a Cap One account? They certainly expect their payment, now by check to be on time, even though I won't get my first paper bill for 2 billing cycles!
Company Response: Closed with explanation

Timely Response

2019-05-22

Lenzburg, IL

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: I fell behind in my car payment after paying on it for almost 3 years of 5 year loan usually never late because of hardship. The company would not work with me at that time. They repossessed my car very early one morning and I was denied getting my XXXX parking pass and other personal belongings from car I needed by repo man. I called company up crying my heart out and after begging like a dog and jumping thru hoops for them they finally referred me to a different office in company that lowered my payment for me but added a lot on it and I owed just about what I paid for it 3 years earlier. But I agreed because I loved my car and had worked very hard for it! I sold things to pay the money they wanted for it to be released back to me so I thought. After paying I was informed it went to the auction and it was getting ready to be sold if it hadn't already. It wasn't sold but then I had to pay another {$400.00} to auction house to get it back. This car was my prize possession it was in perfect shape no dents no scratches and very low miles when they dragged it out of my driveway that morning. But after paying all that money and begging and crying when I got it back someone had been driving it!!! Because they wrecked my car there were dents and scratches on passenger side, they ran something over things were dragging underneath. Also from being dragged out of my driveway in park probably helped with that damage, someone had stole the speakers out of my dash, disabled my locks and ignition, heater and air condition and electrical weren't working, 2 of my tires and 1 rim was damaged, my driver seat was broken on side by door the plastic piece was hanging, they even took my car mats with all my other belongings. I truly could not believe this was happening to me. I called the finance company, tow yard and auction house and no one seemed to care. I thru a complete temper tantrum with the finance company until someone listened to me that this was unacceptable and not right. I would have never paid or re-signed a new loan with them if I had known it had been torn up. Company tried telling me to turn it in to my insurance. I told them no I did not do it!! Company finally agreed to open case about it but I had to get 2/3 estimates, give my statement, any witnesses statements and have them notarized and sent back in asap. I did I followed all directions. On the estimates there was {$7000.00} damage done to my car. After waiting seemed like forever I had not heard back from the company and I called them and they said I had not sent some of the information. I informed them that I had sent everything they asked for. They said I did not send in estimates but they received pictures and statements and maybe they were sent to wrong department and they would try to locate them. I still had not heard anything a month went by I thought all this time they were investigating the case and they would call. Well I was tired of waiting and spoke to a boss at the company and they informed me that the case was dropped because I did not do what I was suppose to which was a lie. The company told me to take it up with my insurance company. I thru a fit again and I told them I was not paying another dime on this car that they let get destroyed! I barricaded it in my driveway for couple months mad as can be because I could not drive it and I'm stubborn. The company could call then when they wanted their money though. So eventually I had enough so I contacted them after being 4 months behind in payments and asked again if they were gon na fix it and they said they would check in to it for me but I needed to make payments. I made 2 payments and I was using my own money to fix it by this point because I could not continue to see my baby sitting there like that anymore : ( The company assured me they would not repo again if I made those 2 payments. So I did. Well they did anyway as soon as I un barricaded it and fixed it enough to drive. I had a appointment to have it fixed completely the morning they came and took it again. I only got to drive it couple times. I called them up again cause they sent that same company and they drug it out my driveway and up the street again! The company would not work anything out still I needed {$1400.00} to get it back no exceptions. I called the last day I had to pay with the money to pay an thats all I had not a penny more. The company then informed me that my payment was due that day so now I need it too if I wanted it back. And they moved it to auction again and I would need another {$400.00} for that also. I cried my eyes out for a week straight because I had no choice and no way to come up with that much more money in 2 hours. I paid for 3 years, the money for repo the first time, and auction, partial repair cost, 2 tires and still ended up with no car. I've disputed the repo on my credit several times and they won't be fair to me and remove it. They wouldn't let me buy something else and trade it in either before they repo it 2nd time. They sold my car for little over {$8000.00} and it was worth {$15000.00} before first repo and not wrecked. They say I still owe {$5500.00} on it. It doesn't show taking the sale of car off price on my credit report which I disputed. If they did they would owe me money. This whole situation is so unfair. I owe more refinancing it for hardship, repo and damage then my original loan I paid 3 years on. And my credit is now bad and I can't buy another car without paying them and I feel they owe me to at least remove the repo on my credit report I just don't deserve this. Not fair at all I believe they have too much power on peoples lives and can destroy someone that quick and don't care at all.
Company Response: Closed with explanation

Timely Response

2019-05-22

Washington, DC

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: On XX/XX/2019, Capital One called me to warn about possible fraud on my account. I was in Washington DC, in possession of the credit card, and someone in XXXX XXXX XXXX made seven purchases totaling {$1200.00} in the span of minutes, including two identical charges of {$570.00}. The representative canceled the card and advised me to destroy it, which I did. Capital One just advised me that a fraud investigation found that I did, in fact, make the purchases, because the merchant said my chip was used. I am not sure how the frauds copied my chip, but I have other credit card purchases on both XX/XX/XXXX and XXXX on my two other credit card accounts to show that I was still in DC, until the night of XX/XX/XXXX, when I was already due to travel to New York. I spoke with two Capital One representatives and was told there was no way of appealing the decision or opening another investigation, even though Capital One called me to alert me to the fraud in the first place.
Company Response: Closed with explanation

Timely Response

2019-05-22

Main Office, VA

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 made a payment on my credit limit and I also have fraud charges that I was disputing and they closed my account against my will
Company Response: Closed with explanation

Timely Response

2019-05-22

Dallas, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I purchased auto gap insurance when I purchased my vehicle. In XX/XX/2019 I was in a car accident and my vehicle was total loss. My auto loan servicer, Capital One Auto Finance filed an auto gap insurance claim but the claim was denied because the dealership never paid the gap premium. But the dealership financed the gap premium in my auto loan when I purchased the vehicle.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-22

Silver Spring, MD

Trouble using your card

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

Can't use card to make purchases
Complaint: I asked capital one bank that they had a problem with their online banking system to pay my bill but I got penalized for their mistake and they restricted my account from making purchases then i was told by a supervisor that the restriction might be taken off never happened at all I been with them for 4 years quick silver credit card
Company Response: Closed with explanation

Timely Response

2019-05-22

Calumet, MI

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-05-22

Chicago, IL

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-22

Liberty, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

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

Long Beach, CA

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Contacted your employer
Complaint: I am on XXXX leave from work and my Supervisor has contacted me to state that calls repeatedly. Supervisor has a call log showing how often the creditor calls. The call log shows creditors name, telephone number, and time of day that caller calls
Company Response: Closed with explanation

Timely Response

2019-05-22

Dr Martin Luther King Jr, FL

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 non-monetary relief

Timely Response

2019-05-22

Lakeview, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-22

Savannah, GA

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit 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

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: Called Capital One regarding payment made on XX/XX/19- utilization rate & Credit reporting. Told statement date is earlier if falls on Sunday. No payments processed on Sunday. Payment processes Monday XX/XX/XXXX and not reported until XX/XX/XXXX. Credit Reporting : Actually shows utilization for XX/XX/XXXX when cycle was closed in the XXXX at days end. Capital One XXXX said Capital One can not make any changes. As a Senior Account Rep for phone support she is the HIGHEST level- no one above her, no other departments to go to. Only can write Capital One dispute department to dispute mis reporting. Asked to file a complaint - did not write the complaint with all issues only vague details in the complaint. Then said she had submitted it and could not read it verbatim to me. Non Transparency of practices and procedures. Poor customer service and derogatory affects on credit score.
Company Response: Closed with explanation

Timely Response

2019-05-22

Vernon Hill, VA

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

Timely Response

2019-05-22

VA

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: In XX/XX/XXXX/XX/XX/XXXX I obtained a credit card with Capital One with a credit line of {$300.00} while off in college! Since then I have had Capital One report to my credit as an open account thats derogatory statement and then return with an hard inquiry, like I am requsting a line of credit with them and I nolong seek out credit cards. I believe they are doing wverything they can to keep an account open on me and in a negative status! Which continues to affect my credit Year after Year! I really need to get this resolved now that im wanting to rebuild my credit. I have tried contacting XXXX XXXX in regards to this manner but they will send me around and around to see why they are still reporting negative to my credit. XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-05-21

Los Indios, TX

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: I have requested one credit line increase on XX/XX/XXXX and I was denied a credit line increase. I requested a credit line increase back in XX/XX/XXXX and was declined after making all my payments on time. I believe this company has abuse it power by this form of action. I am filing this complaint again this company so consumers are aware of company pratices.
Company Response: Closed with explanation

Timely Response