CAPITAL ONE FINANCIAL CORPORATION

2019-05-17

Bremen, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Hi this is XXXX XXXX. I have XXXX in my capital one account. I called capital one on XX/XX/XXXX in the morning and the lady said that the department who restrict your account they do not want to talk to you. You can only leave the voice mail. It is been 3 weeks they restricted my account. They are holding me money for no reason. They are intentionally making me suffer. I live in XXXX and I even offered them that I can go to XXXX XXXX XXXX in CapitalOne branch personally they said no it is online account. The capital one can not assist u in the branch. First, they asked me to send them my ID which I did on XX/XX/XXXX but still they did not open my account. They did not leave any option for me to cooperate with them in this regard. Why I have to call capital one and need to beg for my money. I strongly believe that they are discriminating me and making me suffer by holding me money. Please assist me how I can I take to court?
Company Response: Closed with explanation

Timely Response

2019-05-17

AL

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: I was shocked when I reviewed my credit report and found 120 days late payment on the dates XX/XX/XXXX to XX/XX/XXXX. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-05-17

Rncho Domingz, CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Due to hardship I had a Capital One credit card debt go to collection. The account was referred to Client Services for collection. I contacted Client Services and spoke with XXXX XXXX. He agreed to accept {$770.00} to settle the account ( see attached letter ). I sent the {$770.00} as agreed and they sent a letter that says the account was settled in full but that I owe {$510.00}. Then Capital One reported the account to the credit bureau as past due in that amount with no reference that the account has been settled and I no longer owe them ( see attached ). This is fraudulent collection practice and I need a letter that states the account has been settled and I no longer owe them and my credit report updated to reflect the same.
Company Response: Closed with explanation

Timely Response

2019-05-17

Lk Buena Vis, FL

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: The missed payments sill showing on my account and these payments were in 2016. They are too old and still hurting my credit.
Company Response: Closed with explanation

Timely Response

2019-05-17

Branchburg, NJ

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 want to share with you my experience with Capital One credit card bank. I did make reservations with XXXX for two places. One in XXXX and one There was blood on the Unfortunately, we arrived at the hotel and to our surprise, it is nothing like the picture. they were three ( 3 ) single bed with no sheets. The Bedbugs were everywhere on the beds that we could see them with bare eye even at XXXX XXXX without any accurate lighting. It was blood on the bathroom floor too. The walls were covered with stain. The room had such a bad we couldn't even stay for 10 minutes. it was very unbearable. We did ask for another room but, we were told thats all they can provide us. How do you expect us to go to the bathroom when there is blood all over the floor? That is not sanitary, or hygienic? We were charged over {$100.00} a night for such unclean, filthy place when they advertise for such nice clean room? Please see what picture they send us. This was nothing absolutely nothing like what was giving to us at the hotel. Therefore, we called XXXX the same night and they advise us to leave and dispute the charges with our bank. Which we did. Why we didn't say anything about our place in XXXX? Because the room was sanitary, hygienic and it was acceptable. No question or no argument about that but the place in XXXX was EXTREMELY unsanitary, unhygienic and filthy which I cant believe XXXX advertise for such places. I have pictures as an attachment for your review. My issue with the Capital One is, we did call the Capital One right than from XXXX and I told them what happened. Capital One advised us to take a picture of the room and go somewhere else and that is exactly what we did. They must have a record of our call from XXXX. We dispute the charges in XXXX XXXX, XXXX. Capital One response back to us in XX/XX/XXXX that because our room was none refundable there is nothing they can do. I provide them the letter and the pictures that I took. Next thing I know I was told I must pay the {$330.00} and found some official company to verify those pictures are from that room. My questions to Capital One are why now? How am I going to do that? where am I going to get some official company to verify those pictures? why would I mislead anyone in the first place? Why I didn't dispute the charges for my place in XXXX? Why would I go through all this headache for what? look at my history or my score what type of person you think I am. What Capital One is doing manipulating their customer is just unprofessional and unacceptable. Please do something about this organization.
Company Response: Closed with explanation

Timely Response

2019-05-17

Glen Burnie, MD

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

2019-05-17

Saint Clair, MO

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

2019-05-17

Green Bay, WI

Fees or interest

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

Charged too much interest
Complaint: I recently went out to Capital One and paid my balance in full on XX/XX/XXXX bringing my account balance to XXXX dollars according to their website. I then get a new bill from them for {$52.00}. This was for Interest charges for purchases, and the last purchase I had made was back on XX/XX/XXXX. I called the company to ask how I got an additional charge after utilizing their site to pay off the card and was told that the site does not have interest calculated till the end of the billing period. Thus, the additional {$52.00} was owed. As I was talking to the agent she gave me that amount as my final payoff amount, and then came back and said it would not be just over {$53.00} dollars. On what purchases I asked and after a period came back and said the {$52.00} was fine and I submitted the payment and closed the card. I believe there should be better handling of interest on charges, clearer actual payoff amounts online, and do this possible " shady '' practice I no longer wish to do business with them. This policy seems to benefit them as the cardholder as it keeps that interest charges unknown unless you call, or wait for another bill and get a SURPRISE. So primary take away is that unlike many other companies I have found that Capital One is not truly fair to those who pay off their bills utilizing their online site. It's possible that someone, such as myself, believes we finally at XXXX, to just have another bill come.
Company Response: Closed with monetary relief

Timely Response

2019-05-17

Presto, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-05-17

Nyc, NY

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: Since XXXX of 2018, XXXX XXXX has been charging both our credit cards from XXXX and Capital One. However, we never used our credit cards at our local XXXX store but if any, we used cash or our XXXX debit card. There have been unauthorized charges going on for over a year which we only caught recently as they were small purchase amounts. However, this kept occurring even with cards reported as lost. Even with the new numbers XXXX was able to charge us. One charge occurred miles away from where I was sitting at dinner with friends and in possession of the card. At first, XXXX and Capital One did investigate and determine that those were fraudulent charges but since then they claim since it was used with chip cards, those charges must have been legitimate and basically tell us, the customer, that we are lying. We are outraged since theres no protection against the fraud and wrongful accusations.
Company Response: Closed with monetary relief

Timely Response

2019-05-17

Crested Butte, CO

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

2019-05-17

MA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Dear CFPB, My name is XXXX XXXX XXXX. I am a resident of the state of Massachusetts, Social Security No. is XXXX. I have recently attempted to inquire with my online bank Capital One 360 over the past month and a half, regarding two of my accounts being placed on hold a personal checking account, and a personal savings account which have been active since 2016. The accounts online state the following message when I attempt to log in, and access my funds : " Your funds are currently unavailable for withdrawal ''. The message then requests me to call a customer service line that rarely answers my calls when I attempt to call. My call is often prompted to an automatic voicemail box, that never returns my calls to simply gather information for a timeframe as to when my funds will be available to withdraw again. I have only twice been able to contact the team who is supposedly involved in this matter, who does not give me any specific information or details, as to why my accounts are on hold to begin with. If CFPB could please aid me in this issue in regards to Capital One 360, and them not allowing me to access my funds, this would be greatly appreciated. -XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-17

Blairsville, PA

Managing an account

Checking or savings account: Savings account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-05-17

Lakeview, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-17

Boston, MA

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 was shocked when I reviewed my credit report and found late payment on the dates below :XX/XX/XXXX30 Days Late in XXXX XX/XX/XXXX30 Days Late in XXXX and XXXXXX/XX/XXXX 30 Days Late in XXXX XX/XX/XXXX 30 Days Late in XXXX and XXXX XX/XX/XXXX 60 Days Late in XXXX XX/XX/XXXX 60 Days late in XXXX and XXXX XX/XX/XXXX 90 Days late in XXXX XX/XX/XXXX 90 Days late in XXXX and XXXX XX/XX/XXXX 60 Days Late in XXXX XX/XX/XXXX 60 Days late in XXXX and XXXX XX/XX/XXXX 60 days late in XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me or there are issues with the way they receive my payments.
Company Response: Closed with explanation

Timely Response

2019-05-17

Stkn, CA

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

2019-05-17

Las Vegas, NV

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: Capitol one, restricted use of my secured line credit card without any reason or prior notice, after calling in and advising them that the card was not working they then said they were unable to provide me any information and transferred me to Fraud, after trying to get proof of the reasoning behind the restriction. I even advised that they are violating my rights according to FCRA. A consumer has a right to obtain all of the information in their own file. Consumers have a right to contest inaccurate information. I then advised them that I can verify every single transaction made and why was the card restricted they were unable to answer the question. I have spoken to almost 10 supervisors and who have provided me 1 simple reason and now my credit score is being affected due to them failing to accept payments and or mail me an updated statement as requested to completely close the secured lines they refuse and will not send me a bill but theres {$250.00} remaining on my credit report. This is unfair reporting allow me the opportunity to resolve my debt and cease all communication and update my report is all I asked or I will seek damages and reimbursement of all legal fees.
Company Response: Closed with monetary relief

Timely Response

2019-05-17

Boston, MA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me or there is an issue with the banks for them to get my payments.I 'm really don't know what happened.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-17

San Jose, CA

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: Capital One Online Savings On XX/XX/19 a funds transfer in the amount of {$10000.00} was requested from Capital One to another bank account. On XX/XX/19, Capital One security department called me and left a message. I called back immediately and spoke with XXXX. She questioned if the external account was in our name. I confirmed it was and told her that I had already processed a prior transfer in the amount of {$20.00}. She said that the transaction would be cleared and processed that day. The money was not transferred as promised, my external account did not receive the money however my Capital One balance showed the money had left the account on XX/XX/19. Furthermore on XX/XX/19, my Capital One balance showed that the money had been returned to Capital One. I called XX/XX/19, and spoke with the security department at Capital One again. I questioned why I had not received my money and they could not provide a valid reason, only that they see that a reverse ACH was processed XX/XX/19. They would process it again which would delay the fund even further. I told them that I needed the money long ago and that it is unlawful to hold my funds without a valid reason. I requested to be transferred to a manager and was connected with XXXX ( Employee # XXXX ), Account Manager in the Customer National Direct Banking Department. She was not very contrite regarding the issue and also could not provide a valid explanation. I told her bottom line I would like my funds IMMEDIATELY. She said she could process a wire transfer for the balance and closed the account. I confirmed. However I was charged for the transfer and should not have been due to the mistake they had made with my initial transfer. I am reporting this because it needs to be on the record that Capital Ones banking business practices were at a minimum unethical in my experience. They withheld my funds without reason and I did not have access to my own funds due to their dishonesty. I refuse to do business with them in the future.
Company Response: Closed with explanation

Timely Response

2019-05-17

Chicago Heights, IL

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Closed with explanation

Timely Response

2019-05-17

Discovery Bay, CA

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: I was shocked when I reviewed my credit report and found 30 days late payment on the date XX/XX/2015. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-05-16

Clarkston, GA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with the interest rate
Company Response: Closed with explanation

Timely Response

2019-05-16

Colo Spgs, CO

Closing your account

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

Company closed your account
Complaint: My Cap One Platinum Credit Card Account that I have had for almost 6 months was closed by capital one and adversely affected my credit score. I recently had to switch bank accounts and the account I added to pay the bill had sufficient money in the account and I have no idea why the payment was returned. Capital one said there was insufficient funds which is not true. I contacted the bank and they said they never had any kind of electronic payment go through but the account information that I gave Capital One was correct. I do not feel my account in good standing should have not been closed and credit history ruined because of a returned check that wasn't even a payment to this account. The payment that was made on a different capital one account was the correct account number and that had the funds to make good on the payment. 1-2 returned payment in a year does not erase a lot more payments that were good and on time. Please reverse this closing to my account ( s ) that has been paid on frequently with correct bank accounts. I will include bank statements from the bank account number that was added to the account and verify that the accounts were good and in good standing. Thank you, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-16

Co Spgs, CO

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

2019-05-16

Agua Caliente, CA

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