CAPITAL ONE FINANCIAL CORPORATION

2019-05-01

Moapa, NV

Incorrect information on your report

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

Information belongs to someone else
Complaint: I HAVE TRIED DISPUTING THIS ACCOUNT ON SEVERAL OCCASIONS WITH THE CREDIT BUREAUS AND WITH CAPITAL ONE AUTO FINANCE. I HAVE BEEN A VICTIM OF IDENTITY THEFT THREE TIMES. THIS ACCOUNT IS FRAUDULENT AND WAS OPENED WITHOUT MY AUTHORIZATION. I AM FRUSTRATED AND TIRED OF DISPUTING THIS ACCOUNT BECAUSE IT HAS BEEN HINDERING ME FROM MOVING FORWARD WITH OTHER FINANCIAL OBLIGATIONS. THIS ACCOUNT IS REPORTING NEGATIVELY AND KEEPING MY CREDIT SCORES DOWN.
Company Response: Closed with explanation

Timely Response

2019-05-01

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-05-01

Baton Rouge, LA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-05-01

Los Angeles, CA

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

2019-05-01

Morningside, NY

Fees or interest

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

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2019-05-01

Dallas, TX

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/2019, I login to my Capital One Credit Card account to review activity and to make a payment like normal. I got a message to send a pin to my cell phone, which I no longer have. I told them that I no longer carry mobile devices and could they send the code to my email address like they send my monthly statement. They told that that is not an option. They are forcing customers to download their app to an electronic device to review account activity. I understand they are trying to put security controls in place, but as a consumer that should not be the only option for me to view my account online. I have other bank accounts and they also have the same security feature that allows me to receive the security code via. email. I believe this is a strategic business tactic to force customer to use their app. In the attempt to give me other options, which I think is more of a security breach. They asked me if they can send the security code to a family member cell phone. If you are willing to send the security code to a non-customer cell phone, why you do not give me the option to receive the code via. email. This security measure is preventing me to access my credit card account online to make timely payments. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-01

Fayetteville, NC

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-05-01

Kawaihae, HI

Incorrect information on your report

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

Account status incorrect
Complaint: I have a credit card with CAPITAL ONE. I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report, I called CAPITAL ONE and they said their system automatically put me on paperless billing, which I did not request. I was awaiting letter in the mail all this time just to find out their system had an error. As you can see, I have always had a stellar payment record. I tried contacting XXXX, and CAPITAL ONE with no successful resolution. XXXX only reporting me four 30-day late payments. There was an error on their part. I was never four times 30 days late.
Company Response: Closed with explanation

Timely Response

2019-05-01

Charlotte, NC

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, three fraudulent charges were made to one of my two ( 2 ) Capital One visa credit card accounts. I received notification for two of the three charges that exceeded my spending alerts that I receive via text message. The charges were for : 1. XXXX {$0.00} 2. XXXX XXXX XXXX {$49.00} 3. XXXX {$49.00} Also on XX/XX/2019, I immediately issued a Fraud Alert to Capital One and disputed the three charges. Capital One opened up a Fraud Notice on my account, placed the card on hold, and issued me a new credit card. On or about XX/XX/2019, I placed a credit freeze on my social security number with all three credit reporting agencies. On XX/XX/2019, I received notification from my bank, XXXX XXXX, that my phone number was " blocked '' from being used with XXXX, and that payments were being rejected. My cell phone number was being blocked because it was " already registered to another account. '' I have had this cell phone number for 10+ years. However, I have never initiated payment or attempted to receive payment using XXXX via my phone number. XXXX XXXX immediately transferred me to their fraud department and instructed me to confirm my phone number by visiting an ATM and verifying the phone number in person, because my number was permanently " blocked '' for associated fraudulent use and/or synthetic identity theft. I then called XXXX, and XXXX would not answer my questions because I did not have a XXXX app, but instead instructed me to contact my bank directly with any concerns. On XX/XX/2019, I followed up with Capital One regarding the Fraud Alert on my account and informed the representative of my conversations with XXXX XXXX, XXXX, and the concern that pieces of my identity were being used to create other synthetic identities. I requested that Capital One do an isolated check using only my cell phone number to verify whether Capital One has any open, active accounts associated with my cell phone number other than the two ( 2 ) active accounts that I currently maintain. The associate checked her system, and then verified that her system showed that my cell phone number was currently associated with FOUR accounts. She put me on hold while she looked into how to flag the system and remove my cell phone number from the fraudulent accounts. However, when the Capital One representative took me off hold, she informed me that she spoke with her supervisor and was actually mistaken and misread her system, because they cross-checked their system with my social security number, and they found " no additional accounts associated '' with my social security number and cell phone number. Because I had already been alerted from XXXX XXXX about the possibility that individual pieces of my identity were likely being used to create new, synthetic identities, I asked the associate to confirm whether any additional accounts showed up as being associated with my identity using ONLY my cell phone number, mailing address, or email address individually. However, the representative refused to answer and instead stated that they " cross-checked '' all information with my social security number. To date, Capital One has still not confirmed what steps or actions it has taken to combat and prevent this or other synthetic identity fraud.
Company Response: Closed with explanation

Timely Response

2019-05-01

Georgetown, IN

Problem when making payments

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

Problem during payment process
Complaint: I sent a duplicate payment to Capitol One bank on my credit card account. The payment amount of {$9100.00} was sent on the XXXX and the XXXX. I contacted both my bank, XXXX and Capitol One. They keep pointing me back and forth and neither will assist me in getting me money back. I have called XXXX twice on XX/XX/XXXX each time they stated that Capitol One needs to refund the payment. I have called Capitol One three times, XX/XX/XXXX, XX/XX/XXXX and XXXX, each time I am told it will take 5-7 business days. It has been 8 business days and the refund has not been processed. Capitol One refuses to give me a reason for the delay. Refused to escalate my request. The Customer Service Supervisor, XXXX, refused to let me speak to a Manager or Director. Refused to contact another department. Refused to give me any recourse on filing a complaint regarding her lack of customer service. It took two days for XXXX to process my payment and Capitol One to receive it, yet after 8 business days they still have not processed my refund or give me a reason for the delay.
Company Response: Closed with explanation

Timely Response

2019-05-01

AL

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
Complaint: I have called XXXX and XXXX several times in a attempt to get these hard inquiries i did not authorize removed I was told that I need to call and contact the original creditor that placed these inquiries on my report. I have made several attempts to get Capital One to contact the bureaus and remove these inquirys as they were not authorized by me. They seem to not be able to get me to the right person to take care of this matter no matter how many attempts I have made nobody seems to understand what I'm talkin about. I want all Capital One inquiries removed from my credit report before I take legal action. I I have never requested any kind of credit with Capital One or hold any account with them. I have inquiries from capital one on XX/XX/19 and XX/XX/19. i want this matter resolved
Company Response: Closed with explanation

Timely Response

2019-05-01

Winterville, NC

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I am filing this complaint because my husband and I had a joint checking account with Capital One. The joint checking had a reward program which Capital One no longer offers anymore. Capital One was supposed to send a check in the mail to us regarding the reward program. We did not received anything regarding this reward program. My husband place a called and spoke with a representative they told him that it was mailed to a XXXX XXXX address. Prior to this phone call with Capital One allegedly mailing this off my husband had change our address two years prior to mailing it off and they could not explain to us why they mailed to an address that we no longer live at. The representative was not sincere in the matter and could not rectify the situation. At this point we felt that Capital One has bamboozled us and lied to us about mailing something they never intended to mail in the first place. Yes we know the account with Capital One was left in the negative but we still want to know what happen to the money that was supposedly mailed off that we never received.
Company Response: Closed with explanation

Timely Response

2019-05-01

Grosse Ile, MI

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Capital One is falsely representing their rewards program to consumers- advertising as an emphatically clear- and I quote from their website ; " Earn unlimited 4 % cash back on dining and entertainment, 2 % at grocery stores and 1 % on all other purchases. Plus, earn 8 % cash back on tickets at XXXX XXXX through XX/XX/XXXX. '' I opened the card 6 months ago, primarily to use it for entertainment and dining. I used the card for 6 months with no issue. The rewards on this card collects as you spend, and you can choose how to redeem your points. I choose to use the " purchase eraser '' on XX/XX/XXXX to cover one of my ticket charges for an upcoming concert. This was the first time since opening the card, I redeemed any of my accrued points. Instantly, my account went down. It showed, and still shows as " This account is currently restricted ''. I imagined it was just undergoing a temporary review or they were just ensuring the rewards redemption was legitimate and authenticated. Please note : Capital One never sent any communication to me during this time or provided a courtesy email letting me know the card was unable to be used at this time. After 11 days of the " account being restricted '', I called the number on the back of my card which is what my online account indicated I should do for any issues. I was told that this account is managed by a " specific department '', and they were unable to help me, but would " pass along my request '', and someone would get back to me. They literally could not tell me anything about this account. After 4 phone calls to customer support and speaking with a manager, I was told it can take 7-10 business days for someone to get back to me regarding this issue. A full 7 business days later, I finally get the call from the as they refer to themselves " back office ''. I was told- the account has been cancelled and can not be re-opened. Astounded, I wanted to know why and what happened, as this is a personal account with no late payments and all legitimate activity paid through my personal checking account. I spent 40+ minutes on the call ( which is recorded and can be listened to ) and the lady I spoke with, XXXX XXXX was absolutely useless and kept repeating the same vague info on repeat. Here is what I was told : Your account has been cancelled, as it was found to " not be consistent with our new policy ''. I asked, " what new policy ''? She blatantly lied to me and said on XX/XX/XXXX - they had a new company policy that says any account that is not used for personal, family, or household use can't be used anymore ''. THIS " NEW '' POLICY CAN NOT BE FOUND ANYWHERE ONLINE!!! I HAVE EVIDENCE. There were no communications sent to me by email or mail XXXX illegal ) - and she said you can refer to the terms and conditions online- well, they show a last update date of XX/XX/XXXX. I have screenshot evidence of everything. I then asked, well, can you please tell me what is inconsistent with those 3 categories above on my card? She said no. She could not tell me anything. I used the card for 6 months, strategically to take advantage of the rewards benefits for me and my family like any smart card owner would do, and they decided I was costing them too much money in rewards, so they LIED to me about this change of terms, and then closed my account. Not to mention, they did not even bother to let me know anything for 22 days!!!! - which in their terms say they legally have to notify me of any changes by mail. It has been 23 days since, and no mail received. They are falsely representing this card as having UNLIMITED 4 % cash back on categories such as sporting event, concerts, and dining- which is exactly what I used the card for- but then decide if they think you are repeating the benefits of this card too much they will shut your account down and not notify you unless you hound them over the phone for an answer. The worst part is they are LYING to people ( current card holders and new potential card holders ) - as if you look at their sales description- it is very evident there are no restrictions to the amount of awards you can get on this card so long as it is for personal, family, or household use. ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) I am a smart person, I know a good rewards program when I see one. They put this card out there, which does come with an annual fee of $ XXXX and probably realized they were losing money on this. Their solution? Close any one 's account which is deemed to be getting too many rewards even though it is advertised as UNLIMITED. Customer support was horrendous and I want people to beware of this card and this company. I have been a Capital One customer for sometime, and never had this type of experience. They are lying to people and practicing bad business practices by falsely telling people they had a change of terms- but that is a lie, and they just bank on people not reading through all the fine print- which I did. They closed a legitimate card holders account with a credit score of over 800- with no notice, and then lied about it to compensate for the fact they are abusing their rights in the customer agreement by saying, " we offer unlimited awards, but oh no, if you accrue too many rewards, we will just shut you down and never think twice. '' Solution? If they were smart, they would just cap the annual rewards like most companies do. That is fair, honest, and transparent. But, when you falsely advertise as unlimited rewards and then decide you are going to shut people down if you think their rewards accrued is too high, lie about it, provide no specific information to justify their cause, that is WRONG. As mentioned, I have documented evidence of the fact that nowhere in their terms does it say, " if we find your account to be inconsistent with our expectations of personal use, we can shut you down. '' DOCUMENTED NOWEHERE. TERMS HAVE NOT BEEN UPDATED SINCE XX/XX/XXXX!!!!!! As an honest customer, I feel like I have not only been treated wrongly and unfairly, but there needs to be some kind of accountability for this behavior. I was told " you can try applying for a new XXXX card ''. I asked XXXX on the phone if there was even a possibility of getting another one. I have my credit frozen and said as a courtesy after all of this, if there is a policy in place that says you can't re-apply for the same card in X amount of time, to just give me the courtesy of saving my time and hassle. She said I am still eligible for the card ( oN RECORD ). So, I unfroze my credit, applied for the card, credit score of 800+, high income, and was INSTANTLY REJECTED. YET ANOTHER LIE. I also presume since it took so long to call me back, that there are many other customers affected by these bad business practices. Capital One needs to understand they can not prey on people and mislead them, to then treat them horribly, and lie about reasoning for cancelling the account. I intend to share my experience and truth with their Investor relations, on every online forum I can find, will provide as many reviews on this card as possible, blast on every social media outlet, and file as many complaints as possible, as this type of malpractice needs to be put to an end. Not to mention, since Monday they have already changed their sign on bonus from {$500.00} to $ XXXX which just FURTHER affirms my points above that they are trying to mitigate their financial impact from offering such a good card and screwing their customers over in the meantime! Please reach out to me for any future details, as I am happy to share my evidence and as I mentioned, this call with XXXX was recored. Thank you.
Company Response: Closed with explanation

Timely Response

2019-05-01

Fresno, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: On or about the month XXXX I became aware of an alleged outstanding debt for XXXX XXXX Visa card. I was contacted by XXXX XXXX XXXX ( a third party collection agency ) and was harassed for an outstanding balance of {$2400.00} I had completely been unaware of. XXXX XXXX XXXX XXXX XXXX contacted me with a unfriendly tone demanding I pay the above balance, again, I have never made any application for credit with or opened any account with XXXX XXXX XXXX Visa or Capital One bank at any time. I have filed a police report and am willing to prosecute the perpetrator who has used my identity which resulted in the credit card debt from XXXX XXXX Visa card.
Company Response: Closed with explanation

Timely Response

2019-05-01

Palm Coast, FL

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

2019-05-01

New Bedford, MA

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: DID BALANCE TRANSFERS TO XXXX XXXX XXXX XXXX THAT XXXX XXXX AT CAPITAOL ONE CONFIRMED INITIATED BY CONSUMER THAT CUSTOMER COULD NOT VIEW BUT CAPITAL ONE CAN. THE AMOUNTS WERE FOR XXXX NUMEROUS OTHER TRANSACTIONS TO SAME CREDITOR AND AMOUNT WERE CONSUMATED .THESE OTHER 5 ARE OUTSIDE THOSE TRNASACTIONS AND NOT TO BE CONFUSED WITH ONES SPECIFICALLY BEING QUESTIONED.ALSO ALL THESE CALLS WERE RECORDED, THE INEPTNESS OF CERTAIN REPRESENATIVES I SPOKE IN TRYING TO RESOLVE THIS ISSUE IS BEYOND BELIEF.I LETTER WAS SENT TO PRESIDENT A COPY CONTAINED .THIS IS A NIGHTMARE DEALING WITH THESE PEOPLE. ALL THESE CALLS WERE RECORDED ALMOST EIGHT REPS LAST 2 WEEKS WITH THE CULMINATING FRUSTRATION WITH REP XXXX WHO I THOUGHT GRASPED THE PROBLEM BUT DID NOT XXXX XXXX A CAPITAL ONE IS THE REP TO INTERVIEW
Company Response: Closed with monetary relief

Timely Response

2019-05-01

Santa Ana, CA

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: This is an official grievance against Capital One Financial Corporation situated in XXXX XXXX XXXX XXXX XXXX, VA XXXX. This company has continuously disregarded my consumer rights under the Fair Credit Reporting Act and has resulted in me much unwanted financial AND mental distress. For starters, they're reporting a flawed & unverifiable account on my credit document and in addition an account in which I've called for substantiation of the claim and in which they have not been able to present, per the FCRA. Regardless of my goals to resolve this unpleasant nightmare for a number of months now, Capital One Financial Corporation has entirely ignored my interactions and legal submissions to delete this incorrect information from my credit document. I am well aware of the many, various other issues filed towards this company for their illegal and shady business. Below is the account I had Disputed earlier : XXXX XXXX XXXX XXXX XXXX, Account # XXXX, Date Opened XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, Account # XXXX, Date Opened XX/XX/XXXX Yet still, in some way, this company is still in business. This company 's unprofessional & negligent habits has made lots of extreme harm, not only to my ability to establish credit & good interest rates, but also to my persona as a Professional and as a person. Please help me, and the countless other consumers just like me, to put a stop to the performance of these dishonest & immoral business techniques asap. I genuinely respect your time and service in this matter and hope to hear from you very soon. I am attaching the relevant document as proof and my small claims form ready to file a court case against them should they fail to comply
Company Response: Closed with explanation

Timely Response

2019-05-01

Tucson, AZ

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

2019-04-30

Chicago, IL

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

2019-04-30

Phila, PA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: XX/XX/19 I went to court and XXXX XXXX offered me an settlement to pay off {$840.00} the offer was {$420.00} I agreeded and paid it in cash in front of the courts and judge. It is now XX/XX/XXXX and this is still on my credit reports XXXX, XXXX, XXXX. It's not fair that it has not been clearded.
Company Response: Closed with explanation

Timely Response

2019-04-30

Bowens Corners, NY

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

2019-04-30

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-04-30

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2019-04-30

Centreville, VA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Closed with non-monetary relief

Timely Response

2019-04-30

Bloomington, MN

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

Mortgage: Conventional home mortgage

Complaint: In XXXX of 2018 my loan was sold to XXXX XXXX by CapitalOne. The notification did not reach me and I only found out after I called CapitalOne to find out why I could not log into their account to make sure my payment had been applied since my bank was not showing it as completed. They stated that the account was closed and the new servicer would be getting in touch with me with payment information and I would just pay the XXXX payment to XXXX XXXX. It was not until a few months later when I got a credit alert that my score was affected by a late mortage payment. I tried contacting XXXX XXXX to fix the error and they do not provide a way to do this. I tried disputing with the credit reporting agency XXXX and nothing ever happend. I am in the process of trying to qualify for a refinance and this is causing my score to be sub-par. I believe that this should not have been reported as late as the mortage was sold and I was not given the opportunity to pay the XX/XX/2018 payment to the company reporting the late payment. I would like this late payment removed from my credit file at all agencies. Thank you.
Company Response: Closed with explanation

Timely Response