CAPITAL ONE FINANCIAL CORPORATION

2019-04-29

Arsenal, PA

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
Company Response: Closed with explanation

Timely Response

2019-04-29

Snyder, TX

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

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

Was not notified of investigation status or results
Company Response: Closed with explanation

Timely Response

2019-04-29

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
Complaint: Dispute charges for span of couple week resulted more than {$4000.00} was put back to account, stated that only original chip card was used while I and my wife still have possession of those cards and we did not make purchases. The company fraud department refused to help saying there is impossible to have counterfeit chip cards meaning we are the one doing purchases.
Company Response: Closed with explanation

Timely Response

2019-04-29

San Jose, CA

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Complaint: Summary of Facts Related to Case Number : XXXXwith Capital One for the sum of {$10000.00} FACTS On XX/XX/2019, a purchase of tickets for a visit to XXXX XXXX and XXXX XXXX in XXXX, XXXX, for the amount of XXXX Euros and XXXX Euros ( XXXX Euros total ) was made to XXXX XXXX. A purchase of tickets for the amount of XXXX Euros was also made to XXXX XXXX. When the charges were posted to the account on XX/XX/XXXX, I noticed that the amount resulting for the conversion from Euros to Dollars was higher that it was supposed to be. I was charged {$100.00} for XXXX XXXX, instead of {$100.00}, and for XXXX XXXX, I was charged {$34.00} instead of {$33.00} ( Please see # 1 on the list of transactions included in Attachment # 1 ). Both discrepancies were disputed and credits for both transactions were issued on XX/XX/XXXX, while the dispute was under consideration ( # 2 ). On XX/XX/XXXX, instead of being charged {$100.00} for XXXX XXXX tickets, I was charged {$10000.00}, which was an error made by Capital One while converting the amount from Euros to Dollars ( # 3 ). Also, on XX/XX/XXXX, the right amount, {$33.00} for XXXX XXXX was charged to the account ( # 4 ). I disputed the charge at Capital One and contacted the merchant to request the cancellation of the tickets and the refund of the amount charged ( refer to the copy of the email sent on XX/XX/XXXX ). I was also required to upload all the documentation related to the transactions at its system using the link provided by the representative who was handling the dispute at that time. A case number was provided for that purpose. A file with copies of the following documents was uploaded in the system : email sent to the merchant on XX/XX/XXXX, the receipt of the purchase made, the tickets to be voided, and an email received from the merchant acknowledging the receipt of the email sent on XX/XX/XXXX, with the request for the refund and the cancellation of the tickets for XXXX XXXX and XXXX XXXX. To facilitate the process and avoid future confusions, I proceeded to purchase the tickets again using a different method of payment ( Visa credit card from XXXX XXXX XXXX ). On XX/XX/XXXX, a credit ( purchase adjustment ) was posted for {$10000.00} ( # 5 ). On XX/XX/XXXX, I received an email from XXXX XXXX, asking which transactions I wanted to cancel, the one made with Capital One on XX/XX/XXXX, or the one made later with XXXX XXXX XXXX. I informed them that I was requesting the cancellation and refund of the transaction made on XX/XX/XXXX. On XX/XX/XXXX, I received an email from them informing that the refund of the charges for the transaction on XX/XX/XXXX had been made. The refund was posted in my Capital One account on XX/XX/XXXX ( # 6 ). Shortly after, I received a letter from Capital One dated XX/XX/2019 informing of the credit issued for {$10000.00}, and requesting additional information and more documentation regarding the dispute. I sent a packet by mail on XX/XX/XXXX containing the additional information requested including the proof that I had contacted the merchant, and the emails from XXXX XXXX regarding the refund. I also included the information regarding the new purchase of tickets with a Visa card from XXXX XXXX XXXX. A second file with the same documents was also uploaded in the Capital One system. On XX/XX/XXXX, I learned that on XX/XX/XXXX, a charge for {$10000.00} had been posted again in my account, despite of all the phone calls and efforts made on my behalf to resolve this issue which is clearly an error that was made by Master Card or Capital One when processing the transaction, specifically, when converting the sums from Euros to Dollars ( # 7 ). I immediately contacted Capital One to address the issue. The representative sent an email requesting documents, and a link to upload them in the system. Please refer to Attachment No.1 for copies of all the documents that I have sent by the link provided by Capital One and by certified US postal service , during the course of the dispute. On XX/XX/XXXX, the transaction was posted again for {$10000.00}, ( # 8 ) making the charge for the error that they made, a total of {$20000.00} US Dollars XXXX XX/XX/XXXX and XX/XX/XXXX ). The same day, I contacted Capital One to address the issue again. The representative responded that a manager was reviewing the case, it was going to take around 90 days to complete the review, and suggested me to make the required payments to avoid financial charges. The same day, a credit was issued for ( {$10000.00} ) leaving the one of the charges pending ( # 9 ). On XX/XX/XXXX, I tried again to reach the Capital One Fraud Department. This time, I was told that there was nobody there and therefore, the call could not be transferred. On XX/XX/XXXX, a credit was issued for {$10000.00} ( # 10 ). At that time, I thought that the issued had been resolved. However, a day later I received a letter from Capital One dated XX/XX/XXXX. Per the letter, it is only a temporary credit while they wait for a response from the merchant. The merchant has already responded and the letter was sent to Capital One. Despite of all my efforts, without your intervention, I do not think that this error is going to be corrected. I am counting in your actions to correct a situation that, in addition of being unfair and dishonest, is causing me a great deal of emotional distress. I have being a cardholder for more than 15 years, have never being late in my payments, and had a credit score of XXXX, before the issue arose. The fact that charges have been posted in the account for sums beyond de credit limit, has negatively impacted my credit history and subsequently my score. My fico score is now XXXX. Attached are the following files with supporting documentation : Attachment # 1 : Explanation of the entries related to the dispute with Capital One. Attachment # 2 : Removal of the charge request, sales receipt, refund request, refund confirmation, certification made by the merchant that the transaction was made in Euros and refunded in Euros, credit card statement ( XX/XX/XXXX to XX/XX/XXXX ) with the proof that the error was made by Capital One when converting the transaction from Euros to Dollars. Attachment # 3 : Correspondence from and to Capital One, along with proof of mailing by US Postal Service and, proof that the documents were also uploaded in Capital Ones system when the documents were requested. Please note that phone records to prove that efforts were made by phone to resolve the issue will be provided, if it is necessary to resolve the issue. I truly hope that Justice will be made with your intervention, the charge of {$10000.00} will be permanently deleted and therefore, this nightmare will end. Thank you in advance. Regards, XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-04-29

Glassell, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-04-29

Lewisville, TX

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
Complaint: Capital One offered balance transfer at zero percent interest for 18 months. I made my minimum payment required every month. I checked my statement each month to see if the zero percent interest was expiring and there was no information on my statement that the promotional rate was expiring and the balance would need to be paid in full to avoid interest. I called the company and they would not remove the interest stating they did not have to provide that information on my statement. I paid the balance in full and closed my account that day. I believe this to be a deceptive business practice.
Company Response: Closed with explanation

Timely Response

2019-04-29

Garland, TX

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

2019-04-29

Ellis Island, 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
Company Response: Closed with explanation

Timely Response

2019-04-29

Queens, NY

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I have contacted Capital One on XX/XX/2019 for a financial hardship so that once I get a new job, I will pay back at the normal payment amount. I did not have any late payment for the past 10 years with Capital One. The account specialist said that I could pay a minimum payment of {$50.00} per month for the next 3 months. I agreed with this payment plan. However, the issue was that Capital One report to credit bureau that I have missed the payment even after I have paid the first {$50.00}. Capital One did not explain ( mislead/misrepresentation ) to me what you could get and what they would do from their end. The end result was that consumer credit score will be lower and it will effect to their new job searching, rental, and other financial activity. If a consumer know that the end result was the same ( Credit card company report negative to credit bureau ) then why we have the payment plan at the first place. This kind of practice will harm the consumer more than help the consumer.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-29

Durham, NC

Incorrect information on your report

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

Account information incorrect
Complaint: Hello I have filed five complaints with government agencies regarding my issue with capital one, and the company harrasses me daily. Has still offered no resolution. No complaint has provided any support or action.
Company Response: Closed with explanation

Timely Response

2019-04-28

Philadelphia, PA

Getting a credit card

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

Delay in processing application
Complaint: This complaint is in reference to ID # XXXX-XXXX concerning Capital One card services. Capital One is still giving me the run around in activating my credit card even though I am a current customer! I have been with Capital One for almost a year and my payments to them have always been on time. Someone named XXXX called me on XX/XX/XXXX at XXXX in the XXXX and he said that he would activate my card if I sent in the following documentation that I have ALREADY SENT to Capital One. I faxed them my state ID and my electric bill. When I called them XX/XX/XXXX to verify the service rep said that they did not have any of documents and that it would take two months to activate my card that I was approved for. Capital One are scam artists who are lying about their products. Why will it take two months to activate my second card when the first card was activated the same day? Capital One is disrespectful and dishonest and they have the worst customer service reps of any company that I have dealt with. PLEASE HELP ME!!
Company Response: Closed with non-monetary relief

Timely Response

2019-04-28

NM

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: XX/XX/19 I attempted to speak to both XXXX and kohls/capone about a hard inquiry that I never did. kohls states they have no record but will not provide letter of deletion and as for XXXX they will not work with me without said letter. Both refuses to fix the problem of having an inaccuracy on my credit report.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-28

Blue Island, IL

Incorrect information on your report

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

Account information incorrect
Complaint: on XX/XX/XXXX at approximately XXXX : XXXX I received an alert with the new inquiry on my credit report I was asleep at the time from Capital One I already have a debt with Capital One why would I apply for something from them again this is not me I don't know what happened but I need that inquiry removed because I am trying to repair my credit
Company Response: Closed with non-monetary relief

Timely Response

2019-04-28

Maxwell Afb, AL

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-04-28

Kalamazoo, MI

False statements or representation

Debt collection: Credit card debt

Told you not to respond to a lawsuit they filed against you
Company Response: Closed with explanation

Timely Response

2019-04-28

Queens, NY

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Complaint: I XXXX XXXX went threw a down fall and lost my job so I couldnt pay my cards so when I filed taxes this year I decided to pay down XXXX debt I had in credit cards I know I missed two payments on each card cause I couldnt pay I didnt have a job at the moment so I paid most of them off and they jus closed my account they told me if I paid they would be back on and it was like they made me pay capital one cards secured card and credit card they closed them immediately After recount my payments which I find very unfair if I paid them almost in full why would they close my accounts so fast can you answer my question!!
Company Response: Closed with explanation

Timely Response

2019-04-27

Boston, MA

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: Dear Capital One /Executive Office of President ; I was shocked when I reviewed my XXXX , XXXX and XXXX credit reports and found that I was reported as having a late payment on the date below : XX/XX/2018 for 30 days? I already disputed this with the credit bureaus and they verified it as being accurate. I am not sure how this happened, I |thought that I had made my payments to you on time when I received my statements. My only thought is that my monthly statement did not get to me or maybe an error occurred where it wasn't recorded on time. I do ask in light of the good standing relationship we have that you remove any late payments from my credit report and refund me any late fees that were added to my account. I do not believe it is accurate. I would rather not have to spend more time than necessary for both of us to resolve this situation so I was hoping that instead of escalating anything, that you could help me with this and report me as being 100 % on time. I appreciate your help regarding this and look forward to keep having the positive experience that I have had with you in the past. Thank you! XXXX
Company Response: Closed with explanation

Timely Response

2019-04-27

Baton Rouge, LA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-27

Boston, MA

Problem when making payments

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

Problem during payment process
Complaint: Dear Manager/Executive Office ; I am requesting this investigation under the authorization of the Fair Credit Reporting Act Section 623. ( a ) ( 8 ) ability of consumer to dispute information directly with the furnisher. What I am disputing : The account you have reported to the three credit bureaus. My basis for this dispute is that I have no knowledge of this account. If you wish to send me documentation that you will remove this account from my credit report, that is all I will require. Otherwise, please provide me with your documentation showing that this account does indeed belong to me. Please send me copies of the contract used to establish the account with my signature on it. Pursuant to the above referenced Title Section ( e ) ( 3 ) : I will expect a written reply within the required 30 day timeframe. Sincerely yours ; XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-27

Indian Spgs, AL

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

2019-04-27

Leominster, MA

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

2019-04-27

Nappanee, IN

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: My identity was compromised while I was oversees serving in the U.S. Military between XXXX - XXXX. During this time Capital One Auto and Capital One Credit Card put several unauthorized hard inquires on my credit report. I have included the dates below. I have never authorized XXXX XXXX or XXXX XXXX to run a hard inquiry on my credit report. I demand these hard inquiries be removed from my credit report immediately. 1. XXXX 2.XXXX 3. XXXX 4. XXXX 5. XXXX 6. XXXX
Company Response: Closed with explanation

Timely Response

2019-04-27

Council, NC

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 multiple inquiries from the same company and around the same month or two never applied for some of the items that are listed. Like about 6 capital one bank or any that shows up more than once
Company Response: Closed with explanation

Timely Response

2019-04-27

Naperville, IL

Incorrect information on your report

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

Personal information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-04-27

Nappanee, IN

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: My identity was compromised while I was oversees serving in the U.S. Military between XXXX - XXXX. During this time Capital One Auto and Capital One Credit Card put several unauthorized hard inquires on my credit report. I have included the dates below. I have never authorized XXXX XXXX or XXXX XXXX to run a hard inquiry on my credit report. I demand these hard inquiries be removed from my credit report immediately. 1. XXXX 2.XXXX 3. XXXX 4. XXXX 5. XXXX 6. XXXX
Company Response: Closed with explanation

Timely Response