CAPITAL ONE FINANCIAL CORPORATION

2019-04-23

Chino Valley, AZ

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-04-23

Spartanburg, SC

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-04-23

Laveen, AZ

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX fied XX/XX/XXXX. CApital one still has not addressed. The credit bureaus are still reporting information wrong on my report for multiple accounts from cApital one. I asked for a full detailed method of verification report. Capital one has done nothing prior. I filed the complaint with your bureau XX/XX/19 and still Capital one has done nothing. If they are going to report negatively they NEED to send the method of verification required by law. They are refusing to do so or even answer you. This is unacceptable and a violation of my rights.
Company Response: Closed with explanation

Timely Response

2019-04-23

Livingston, NJ

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-04-23

Jupiter, FL

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-04-23

South Florida, 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
Complaint: I was scammed into purchasing XXXX cards by someone posing as by boss. I reported it to the police and called my credit card company. They told me the incident would be covered under their fraud protection. Two months later they put the charges back on my card and they wont cover the charges because they dont consider it fraud. I dont know what else to do.
Company Response: Closed with explanation

Timely Response

2019-04-23

Bremen, GA

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: Received XXXX statement from company that showed payment processed on XX/XX/XXXX ( Tuesday ). Due date was XXXX and was made online, but due to online bill pay, did not process until XX/XX/XXXX. Bill showed a {$27.00} late fee. This statement had a payment due date of XXXX. Called to have late fee removed and they said they would waive the fee and it would reflect on next bill. ( XXXX statement ) Payment was made on XXXX with the expectation that the late fee would be removed when the next statement arrived. FLASH FORWARD : Received next statement from the company that showed late fee not had not been removed. Instead it showed a larger late fee of {$38.00} as well as an " Adjustment-Payment '' in the amount of {$50.00} under the purchases category along with an {$0.00} interest fee. Called the company to investigate and was told that the {$50.00} was due to the fact that our {$50.00} payment on XX/XX/XXXX had actually been refunded back into our bank account. I explained that, in a review of my bank statement, I did show a payment processed by the company ( posted in my bank acct. of XX/XX/XXXX ) but was not seeing a refund or deposit from the company into my bank account .... So therefore, needed that {$50.00} fee removed from my XXXX statement. Was told she could not waive the fee b/c their records indicated they HAD refunded the money. I asked why they would have done such a thing and was told that there was not a note on the account to explain why this would have happened ... but that it was a matter of my word against theirs at this point. The representative said a " case '' would be opened for a " supervisory team '' to look into the matter. I said that was fine, but that in the meantime, I would like to have her waive the previous late fee and the new late fee from my statement and issue a revised statement for each month for my records. She told me that in order to waive the late fees, I would be required to either pay my minimum payment ( that is due on XXXX ) now or schedule a payment ... and ONLY after my payment is received, will they waive the fees and credit them back to my account. I was told that it would take 24 hours to appear back as a credit to my account. I told her I was not comfortable making a payment until the matter was cleared up, since they had already been so irresponsible with records of my payments. I simply did not trust that if I made the payment, they would, in fact, waive the fees. She said that she could not waive those fees unless I paid and until I paid, the fees would remain as part of my balance. She told me that because they " refunded '' me the {$50.00} payment I made ( again ... I never saw a refund ) that this meant I had technically never paid my XXXX statement at all and therefore was still in poor standing with the company. I tried to explain that not only had I made the XXXX payment, but had also made a payment on XXXX and should be totally up to date. The statement mailed to me by her company reflected that this was the case. She said that they applied my XXXX payment to the XXXX bill ( that I show as having been paid on XX/XX/XXXX, but they claim to have refunded ) so the XXXX bill had yet to be paid ... which meant I was responsible for late fees. I explained once again - I made both payments and both payments were showing on my statement from her company. Therefore, they must have been received and therefore, I must not be late - meaning I could expect the late fees to be waived. She continued to refuse. I asked for a supervisor and was told one was not available. I told her I would hold, but she refused to transfer my call. She made an appointment for me to have a supervisor telephone me later in the day, but in order to have her use my phone number ( which had been mysteriously labeled as a " do not call '' number in her records - I was not responsible for that either ) I had to receive a text from her and click open a link that would allow her to permit calls to my cell phone. I told her that ALL of these things sounded very shady to me and that I would be consulting my lawyer and filing an FTC claim. She then said she would tell the President of her company about my concerns via email. I told her to by all means do so because he or she may want to be made aware of such shady practices. I told her that you can not hold a late fee waiver XXXX until a bill is paid ... it makes no sense at all. Particularly when the late fees are not justified. Again, I told her to waive the late fees - all of them - because I was not late witheither of my payments or any previously. In return I would be happy to schedule a payment ... .but repeated my distrust in her company and told her I would refuse to make the payment until the fees were waived and I had written verification of the matter. The call ended b/c she claimed she could do no more. I am not entirely certain that this company is breaking the law, but it seems as if some unfair practices are at play. 1. Claiming ( falsely ) to refund a payment so that they can charge a late fee on the next billing cycle. 2. Claiming they can not waive bogus late fees until a payment is made. 3. Charging late fees when the statement clearly shows record of a payment and the customer 's bank records also reflect the same payment information. 4. Refusing access to a decision maker/supervisor when a subordinate employee is unable to assist a customer. 5. Requiring a customer to click an unknown text link in order to " unlock '' their phone number in the " system ''. I am willing to speak to anyone who would like further information regarding this claim and would be very curious to know whether other customers of this company have had similar experiences.
Company Response: Closed with explanation

Timely Response

2019-04-22

Falls Church, VA

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-04-22

Great Neck, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-04-22

Little Flock, AR

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-04-22

Eldred, PA

Fees or interest

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

Problem with fees
Complaint: XX/XX/XXXX Capital One ( XXXX XXXX XXXX XXXX, NC XXXX-XXXX ) took over our cabelas credit card. We've had nothing but issues with them since. I send direct payments from my bank to pay the bill. I've done this with all my bills and I've NEVER had an issue until capital one took over my account. They keep insisting they are not receiving my payments on time. I've never had any issues until capital one took over and now they take over two weeks to process my payments, in turn making my payments " late ''. I've called numerous times to fix with no help at all. I've tied to find out why we can't do a direct electronic payment to fix and I've been told they don't do that. I've also been told it was more than just my issue, it was an on going system issue with my bank and capital one and it was being sent to the correct department to escalate and resolve. XX/XX/XXXX we made a payment and it wasn't credited to my account until XX/XX/XXXX. ( Due date XXXX ). XXXX they charged me {$27.00} late fee. I called, they apologized because of their error and credited the {$27.00} back. All payments still taking two weeks to process, payments/ month 's overlapping. I made phone calls every month!! Brings us to a payment on XX/XX/XXXX, not credited until XXXX and imposed a late fee of {$38.00} on XXXX. XX/XX/XXXX i called and was told fee would be reversed because of their system issues with my bank. Same problems/calls in XXXX, they would send to management and straighten out and credit the late fee. XXXX still the same, i found a different way to pay directly online ( not through my bank ) payment was finally posted on time, no thanks or help from capital one. Still haven't reversed the last late fee. More calls to them, and now they are stating they will not reverse/ credit that charge. They stated it must be my bank problem, not theirs ... ... omg ... ... i hate capital one and their customer service and managers. I want the {$38.00} late fee credited back to my account like i was promised back on XX/XX/XXXX. My payments were not late, capital one chose not to post/ credit to my account until after my due date. Because it was coming directly from a bank and they said i couldn't guarentee when payment was actually received by them. They think they can manipulate me because i didn't personally mail out the check Omg, I've NEVER had any issues with anyone else, just capial one. They XXXX and i want the {$38.00} late fee revered immediately. Thanks for any help you may offer.
Company Response: Closed with monetary relief

Timely Response

2019-04-22

OH

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: In XX/XX/2018 charges were made in my cars that were not authorized. The charges add up to roughly 5000 dollars. I disputed these charges in the past
Company Response: Closed with explanation

Timely Response

2019-04-22

Rockford, IL

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2019-04-22

Chicago, IL

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
Company Response: Closed with explanation

Timely Response

2019-04-22

Winston Salem, NC

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-22

Warrenton, VA

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: Airline tickets purchased last year for my grandson and myself, could not be used due to a medical situation. The insurance purchased through XXXX XXXX ( XXXX ) was given documentation to support reasoning for refund last XX/XX/2018, who in turn would not approve the claim prior to disputing with Capital One. It was my understanding that the purchase of insurance was to allow necessary changes should a problem arise. Well it did. A provisional credit was issued and months later, reversed. Both XXXX and Capital One, said they were going to re-open the dispute but there are still no POSITIVE RESULTS like my refund. The current balance on my Capital One account ( {$5000.00} ) is and have been for a while over my limit ( {$4700.00} ). The following are the items disputed : XX/XX/XXXX XXXX XXXX XXXX XXXX. ... XXXX {$180.00} XX/XX/XXXX XXXX XXXX XXXX XXXX. ... XXXX {$180.00} XX/XX/XXXX XXXX XXXX XXXX XXXX. ... XXXX {$34.00} XX/XX/XXXX XXXX XXXX XXXX XXXX. ... XXXX {$34.00} XX/XX/XXXX XXXX XXXX XXXX XXXX. ... XXXX {$39.00}
Company Response: Closed with explanation

Timely Response

2019-04-22

Chicago, IL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: On XX/XX/2019 I settled a Capital One debt for {$210.00} dollars as a settlement in full. They told me that I did not owe the rest of the money and that they would have Capital One update the credit report within 30 days from a Charge Off to a Settlement in Full on my credit report. I just received notification today on XX/XX/2019 that the balance went down and Capital One is listing me as delinquent on my account. This has made my credit score go down. XXXX XXXX XXXX did not say that this would occur. They only said that it would go from a charge off to a settlement in full. XXXX XXXX the manager said today on XX/XX/2019 that they didn't have control over the credit reporting and another employee stated it could take 30 to 90 days. This is not what was indicated earlier when I settled the debt. They made false promises in order to collect money on this debt.
Company Response: Closed with explanation

Timely Response

2019-04-22

Discovery Bay, CA

Closing an account

Checking or savings account: Savings account

Company closed your account
Complaint: I maintain a business savings account with CapitalOne - an online bank. On XX/XX/XXXX, I received an email requesting personal information that I assumed was NOT from the bank. Among other things, the sending address included " salesforce. '' I called the bank and explained what I received and they confirmed it was not from them. I asked if they needed the personal information requested in the email, and was assured they had what they required for my account. The customer service agent asked me to forward the obviously " phishing '' message to < XXXX > which I did and heard nothing further until ... 6 weeks later I received an identical message, ostensibly from CapitalOne but once again with " salesforce '' in the address. I once again forwarded it to < XXXX > and heard nothing until receiving a final email on XX/XX/XXXX informing me my account had been closed because I hadn't complied with their request. I called the bank and spoke with a supervisor who had no explanation for what had happened. I asked to speak with someone who handled cyber security - I am a technology professional - and was told that it was not possible. I asked for an immediate check for by account balance, but have not received it.
Company Response: Closed with explanation

Timely Response

2019-04-22

Washington, DC

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-04-22

Oxford, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I checked my credit report and noticed the capital one card reporting, however I was XXXX during the time of the opening of the account in which this is fraud.
Company Response: Closed with explanation

Timely Response

2019-04-22

Chester, NY

Getting a credit card

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

Application denied
Company Response: Closed with monetary relief

Timely Response

2019-04-22

Houston, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2019-04-22

Val Verde, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: On XX/XX/2019, I was notified through credit monitoring that Capital One reported that I owed a balance of {$1700.00}. The account being referred to was settled in full on an agreed upon settlement. I initially filed a dispute because of this false reporting that Capital One was doing. Eventually, Capital One reported the account at a {$0.00} balance. After the notification, I contacted Capital One representative that is already working a case that I have filed due to the same dispute about the issue. I was advised that because a dispute was submitted that the balance was placed back onto my XXXX account. Why would they maliciously place a balance back onto my credit report after already noting the balance at {$0.00}? This makes absolutely no sense. Furthermore, the balance being reported is an incorrect difference between the settled amount and the amount that would have been remaining if Capital One did not agree to the settlement offer they provided to me. I do not owe Capital One anything on this account. They have significantly caused me damage in that my score dropped 28 points and I was no longer able to finance a vehicle and I am in the process of trying to buy a house! On top of them reporting this balance, they reported that I had been late on the payments for the last three months! I paid this account off at the end of XXXX! After contacting the account representative, there is still no progress in them fixing my report. I work at an agency that requires good standing with all credit accounts. This malicious reinstatement could potentially cost me my job as well. I have worked very hard to get all of my debts resolved and paid off to do something like this in retaliation is beyond me!
Company Response: Closed with explanation

Timely Response

2019-04-22

East Troy, WI

Incorrect information on your report

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

Account status incorrect
Complaint: Some payment statuses dont show accurately. This is affecting my credit reporting payments percentage. Should all show current.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-22

Centreville, VA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response