CAPITAL ONE FINANCIAL CORPORATION

2019-05-07

Atl, GA

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

2019-05-07

San Jose, 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

2019-05-07

Ridley Park, PA

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Complaint: Capital One Bank in the month of XX/XX/2019 shows ( ND ) as not reported to XXXX and needs to be updated as XXXX payment. XXXX goes months with no updated information to payment history. Last time it was 3 straight months no payment history.
Company Response: Closed with explanation

Timely Response

2019-05-07

Glendale, 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: Ive reported my card ( XXXX ) lost to Capital one and charges to be removed. Capital one initiated a investigation and removed only some of the charges. I spoke to them on XX/XX/2019 and they stated that decision final with I can not accept.
Company Response: Closed with explanation

Timely Response

2019-05-07

Etna, OH

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-05-07

Lewisville, TX

Other features, terms, or problems

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

Problem with customer service
Complaint: ISSUE : Credit card company refuses to restore XXXX miles related to a fully refunded purchase. DETAILS : On XX/XX/2019 a merchant charge of {$1600.00} posted to my credit card account. On XX/XX/2019 I redeemed XXXX miles towards the full cost of this charge. ( The redemption conversion rate for this reward program is XXXX miles for every XXXX USD ) On XX/XX/2019, the same merchant refunded the {$1600.00}. However, after multiple attempts to directly resolve, the credit card company claims I am not owed the XXXX miles redeemed for the now-refunded purchase. ***Note : This reward program allows consumers to earn " double miles '' for every dollar charged on their credit card. The charge for {$1600.00} generated XXXX earned miles that were subsequently taken away when the merchant credited my account for the same amount. I have NO ISSUE with this transaction. *** I have all billing statements, account information and necessary details to resolve.
Company Response: Closed with explanation

Timely Response

2019-05-07

San Gabriel, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I am currently working with XXXX XXXX XXXX to help pay off my debt rather than filing for bankruptcy. One of the accounts I enrolled in the debt repayment program is my Capital One credit card that had a balance of {$6200.00}. On XX/XX/XXXX, Capital One accepted a settlement offer of {$3100.00} from XXXX to be paid in 24 months. In accordance with the agreement, XXXX had already made regular payments for 12 consecutive months. As of XX/XX/XXXX, the remaining balance on the account is {$1600.00}. However, in spite of several disputes with XXXX, XXXX and XXXX, Capital One continues to verify the following inaccurate information : ( 1 ) Balance and Past Due Balance as {$4800.00}, ( 2 ) Payment history shows " FP '' ( Failure to Pay ) from XX/XX/XXXX through XX/XX/XXXX on my XXXX Report and " CO '' ( Collection ) on my XXXX Report, ( 3 ) Payment Status as " Charge Off '' when it should be " Paying ''. As you know, in spite of the fact that the account was in collection, regular consecutive payments on the account, along with the reduction in the balance helps to improve one 's credit score, and unrecorded 12 consecutive payments is significant in terms of improving my credit score. The fact that they continue to report the inaccuracies is continuing to hurt my credit score and causing further damage to my reputation. I am therefore filing this complaint against Capital One and seeking your help in getting them to correct all three CRA reports accordingly. Thank you.
Company Response: Closed with explanation

Timely Response

2019-05-07

Bohemia, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-07

Newnan, GA

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 pinned with several late payments up to 90days ... Capital One Never Sent my Billing Statements To The Correct Address. Ive tried to dispute this with them several times and they refused to do anything about it. If anyone take a close and careful look at my payment history with this company or any other company on my credit profile Ive never been late or missed a payment. The statements was being sent to an address I had no association with. They have me paying on time with XXXX in the month of XX/XX/XXXX but 30 days with the XXXX and XXXX. Then 30 days late with XXXX in the month of XX/XX/XXXX but in the same month 60days late with the XXXX and XXXX. 60 days late with XXXX in the month XX/XX/XXXX but 90 days late with with the XXXX and XXXX. In the month XX/XX/XXXX XXXX 90days late but now we have on time payments with the XXXX and XXXX. So as you can see the information have been reported incorrectly the entire time they was sending the billing statements to wrong address. Now they want me to pay the price for they mistakes ... All I want is for the all the late payments to be removed. For a loyal customer since XX/XX/XXXX with no late payments ever. I feel that them making a an adjustment to correct the late payment will be very satisfying to a loyal customer. All late payments should be removed immediately. Reporting inaccurate information is terms for deletion according to FCRA.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-07

Cheverly, MD

Other features, terms, or problems

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

Other problem
Complaint: I have had Capital one credit cards for maybe 15 years or more. I have always paid on time never been 30 days late and received at least ten credit cards since getting cards from capital one. I have had numerous increase with all other cards. Capital one hasnt given me an increase no matter how many times I have tried. Within that time and the last time I applied which was in XXXX my credit scores have been at least fair but when I have applied like in XXXX my score which they got was XXXX. The time before this time when I asked for and increase they said to make larger payments and apply again. I did that and they still didnt give me an increase. This time they said I wasnt making high enough payments and I had to many inquiries. I just refinanced and by mistake more then one mortgage companies inquired and capital one inquired also. I received a new credit card after they declined me so that wasnt a problem. Speaking of the other reason why they said they denied me. when they told me to make higher payments I did and when I applied both my credit cards from them had a XXXX balance for a month and still do. I think it was them retaliating because I filled a complaint on them. I know and they feel this agency cant affect them or their business the last time I filed a complaint the person they assigned to investigate had the wrong account and had the wrong information. She told me they didnt have to increase my credit line and thats it. I am sure they have to treat everyone fairly or that is discrimination. I know they cant show me the same circumstances and anyone being denied over these many years with the payment history an the scores I have had being denied. If this is something that I should be filling with the department of labor for discrimination please inform me of that option.
Company Response: Closed with explanation

Timely Response

2019-05-07

Mangonia Park, FL

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-05-07

Bellevue, TX

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

2019-05-07

Ridley Park, PA

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX Account # XXXX has not been updated since XX/XX/19 as paid and no balance of {$0.00}
Company Response: Closed with explanation

Timely Response

2019-05-07

Cheverly, MD

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: On XX/XX/19, unauthorized money was transferred from my savings account into my checking account at a location in New York ( XXXX ). CapitalOne failed to inform me of such breach. I was made aware of such fraud when I physically went into one of the branches near where I reside ( XXXX XXXX, MD ). I closed those compromised accounts and opened new ones. I ordered new checks ( {$27.00} ) and called the 5 vendors to whom I bounced checks to not because of insufficient funds but because of a hold on my checking account. On XX/XX/19 I physically went into a CapitalOne Branch near where I work ( XXXX VA ) to withdraw money and was then made aware that there was fraud on my new accounts. Once again CapitalOne failed to inform me of such breach. I was informed that someone went into a CaptialOne Branch ( XXXX NY ) on XX/XX/19 and withdrew {$3100.00}. Presumably the same person attempted to withdraw {$2700.00} at another location on XX/XX/19. The teller at the second location suspected fraud and called the police. Once again I had no idea this was happening and CapitalOne failed to notify me. This has put unnecessary stress on me. I've had to change my direct deposit twice with my HR department and since enrolled with another banking Institution. It is worth noting Ive been a customer of XXXX XXXX/CaptialOne for about 30 years. I've had to enroll in XXXX ( XXXX XXXX monthly expense ). I've had to miss several days of work to address these banking issues and to address additional problems with bouncing of check ( s ) at the MVA. The investigator at MD MVA told me that they have been receiving lots of fraud coming out of New York with regards to CapitalOne. It is my opinion that CapitalOne is negligent at best and if not complicit in a cover up of data breach of their system. I believe CaptialOne should justly compensate me for time off work, undue stress and all the headaches and financial burden that come along with Identity Theft.
Company Response: Closed with explanation

Timely Response

2019-05-06

Louisville, CO

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with monetary relief

Timely Response

2019-05-06

Jacksonville, FL

Fees or interest

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

Problem with fees
Complaint: On XX/XX/XXXX I called regarding membership fee of {$59.00} and was advised will need to call back on the XXXX to have it waived. When I called back I was denied the fee waiver and the ability to change my product to one which does not have a membership fee without any explanation why or how/what I need to do in the future to be able to do so. I have 2 credit cards with this company both over 10 years and they are unable to assist or explain so that I as a consumer to become financially responsible. When I asked to file an internal complaint and for my concerns I was advised there was not a phone number or address to forward my concerns. I feel like I am being wronged as a customer and being held to a fee in which new customers do not have to pay.
Company Response: Closed with monetary relief

Timely Response

2019-05-06

Tacoma, WA

Fees or interest

Credit card or prepaid card: Store credit card

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-05-06

Ashville, OH

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

2019-05-06

Northbrook, IL

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

Timely Response

2019-05-06

Euclid, OH

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: On Wednesday XXXX XXXX, I wasn't able to access my Capital One online accounts ; this unique Capital One log-in should have opened all my on-line accounts including checking, savings, IRA and credit accounts with Capital One. Even though I used the correct user name and password to log in, I wasn't allow access to my accounts. The only option offered to me through their portal to verify my identity by an alternative method was set to be through an old phone number XXXX ; this was my phone number before XXXX. I had no choice but to make a phone call to Capital One the next day Thursday XXXX. I was put through a series of redundant verification steps over and over through several customer service representatives in different offices. This process was complicated by the fact that allegedly I hadn't updated the phone number linked to my Capital One accounts supposedly since XXXX As a matter of fact, I did update my phone number with Capital One in XXXX and my current phone number has remained the same since that time. I have found in my e-mail account the e-mail notifications I received in XXXX confirming I had updated the phone number linked to my Capital One account. Please find attached as PDF the e-mail notifications regarding the successful update of my phone number in XXXX ; I am also sending an e-mail from XXXX ( XXXX ) which shows the actual phone number.
Company Response: Closed with explanation

Timely Response

2019-05-06

Mountain View, OK

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

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

Problem with personal statement of dispute
Complaint: XX/XX/2019, I called Capital One as I had read their Hardship page & how they assist their customers that need help. As my XXXX case is in the US District Court after 7 years of waiting I need help. Today, I have talked to 22 representatives & most told me to call back next month when I'm delinquent. I've been transferred many times & been yelled at when transferred to a wrong department. I've also been screamed at. I talked to one person that actually tried to help me. He put me on hold to find out how my interest rate could be lowered & to what. His supervisor came on & voided his actions. I got a letter in the mail saying I was being put on their Specialty Assistance Program. My last 3 past due fees are going to be waived but I've never been past due. Nothing else was offered. I canceled my card personally. Today, I was told to call a third party credit counseling business & they would work with Capital One on my behalf. I'd tried that before & the company wanted over {$4000.00} to talk to 3 credit card companies for 1/2 hour on my behalf. Capital One 's Hardship Department is a farce.
Company Response: Closed with explanation

Timely Response

2019-05-06

Key Biscayne, FL

Trouble using your card

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

Can't use card to make purchases
Complaint: On XX/XX/XXXX, I made a request to block my credit card from Capital One and my credit card number was changed. I was outside of the United States so I called the credit card company to see if there was any way for me to use the credit card account before the card was mailed to my US address. After a lengthy conversation, the company representative notified me that I would have to wait for the credit card to be mailed to my US address so that I can confirm the card information. Now, after two weeks, I called back to question whether the card was shipped since I have had family check my mail to find the credit card. Upon calling them, they notified me that they did indeed change my credit card number on the account but did not mail my credit card. I believe this to be an unfair business practice ; to change my credit card number AUTOMATICALLY and then not send me my new credit card in a timely manner EVEN after a call to the company to make sure the card would be available to me as soon as possible.
Company Response: Closed with explanation

Timely Response

2019-05-06

Ft Lauderdale, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: Following a review of my credit report at the XXXX, XXXX and XXXX consumer reporting agencies, I determined that said reports contained a Capital One Visa credit card for which I did not apply. I initially disputed the credit card account as " not mine '' and Capital One returned a response indicating that it was. Thereafter, I filed a complaint regarding potential identity theft. Not only did Capital One ignore and reject my complaint, they sent a notice of intent to initiate civil litigation. I filed separate disputes to XXXX, XXXX and XXXX. Each dispute was summarily rejected as frivolous. The negative and fraudulent account remains on my credit report.
Company Response: Closed with explanation

Timely Response

2019-05-06

Patterson, MD

Problem with customer service

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

Complaint: Every time I trying to spot for credit card or loan it said my credit is really bad so how can I got my credit back. I dont really the amount
Company Response: Closed with explanation

Timely Response

2019-05-06

Jupiter, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: On XX/XX/XXXX I received an alert from my XXXX membership that a new inquiry had been added to my credit report. I immediately went online to check as I had not applied or given any lender permission to run my credit. I found out the inquiry came from Capital One and I immediately called the number listed on the credit report to see what was going on. After speaking to a rep, I was informed that someone applied and was approved for a credit card in the amount of {$500.00}. I told the rep that I did not apply for this and it is fraudulent. The rep said she would report the account as fraudulent and it would take 30-60 days for my credit report to be updated. On XX/XX/XXXX I called Capital One again as they inquiry was still on my credit reports. The 1st rep told me that there was no report ever done with my social #. I Informed him that I filed a report on XX/XX/XXXX with a fraud rep. He transferred me to that Dept. I explained to the rep about the inquiry still be reported on XXXX and XXXX. After a lot of back and forth, rep transferred me to a fraud manager and she was able to look at records and verify that on XX/XX/XXXX they sent a request to the bureaus indicating that the account is fraudulent and for the any account to be removed. I asked if the bureaus would know to delete inquiry as well and she said yes. I called on XX/XX/XXXX at approximately XXXX because the inquiry was still on my credit report. I talked to a rep and he stated that as of today, account not reported as fraudulent!! Which is why XXXX and XXXX hasnt been updated. I told him this really concerns me as each time Ive called since XX/XX/XXXX it has been stated that account was flagged as fraud. I explained that when I last called in XX/XX/XXXX the fraud manager told me that the bureaus were updated on XX/XX/XXXX about the fraudulent activity and to have inquiry/account removed. The rep then transferred me to an account manger named XXXX. He placed me on a brief hold to get more info about account being reported as fraud. XXXX Verified date info sent to bureaus and it was XX/XX/XXXX ( diff date from call on XX/XX/XXXX ). XX/XX/XXXX account/inquiry was requested to be closed due to fraudulent activity. I requested to have this info sent to me in writing and he Said that wasnt possible. XXXX stated that I would be need to file with dispute department via mail and there was no phone or email option to file a dispute with them. I contacted all 3 bureaus on XX/XX/XXXX and all 3 confirmed that they NEVER received any request from Capital One to have the account/inquiry removed due to fraud. They will not remove the inquiry until the creditor that initiated the inquiry requests to have it removed. I have received different information every time I speak to a Capital One representative in regards to my fraud case. I have been lied to and given false dates as to when the credit bureaus were contacted. This inquiry caused my credit score to drop 10-15 points and is hindering my home buying process. Capital One has been very negligent and irresponsible in this whole process. I demand that an immediate request is sent to all 3 credit bureaus ASAP to have the account and inquiry removed due to fraudulent activity. I refuse to wait 30-60 days or mail anything as this matter has been going on since XX/XX/XXXX and I was told by 2 different account/fraud managers at Capital One that the bureaus were contacted in XX/XX/XXXX ... when in reality they weren't. Capital One failed me when they allowed someone else to open a fraudulent account and they have been horrible in regards to fixing their mistake in a swift manner. Something that was supposed to be resolved in 30-60 days as still not been resolved in the last 6 months and that is unacceptable.
Company Response: Closed with non-monetary relief

Timely Response