CAPITAL ONE FINANCIAL CORPORATION

2019-04-08

Madison Park, LA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-08

Jupiter, FL

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: Fraudulent charges appeared on my account and XXXX from capital one told me that since this has happened before and because the chip was used, I will be charged for purchases that I did not make nor did I authorize. Capital one notified me of the fraud in the beginning which I didnt even know about and now they say I am responsible. They have no accountability and no desire to help their customers. She indirectly called me a liar. The insinuation that fraudulent activity does not happen to someone more than once in a one year was a foolish and disrespectful thing to say. After this, Im done with capital one. I will be filing complaints with every government agency you are regulated by.
Company Response: Closed with explanation

Timely Response

2019-04-08

Lagrange, GA

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with non-monetary relief

Timely Response

2019-04-08

Lafayette Hl, PA

Problem when making payments

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

Problem during payment process
Complaint: I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and 60 days late in both XX/XX/XXXX and XX/XX/XXXX. I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement did not get to me.
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Houston, TX

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Company failed to honor promotion and now fails to return any calls to address issue.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-08

Jupiter, FL

Other features, terms, or problems

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

Problem with customer service
Complaint: In XXXX I made my payment on time. Capital One system cut off the last 3 numbers of my bank account making the payment fail. A few days late when I found out the payment failed I contacted them asking what the problem was and after an hour of being on hold and talking to 2 or 3 different people finally I got it fixed and made payment again. This time the payment went through no problem. Even though the problem was fixed and not my falt Capital One is using this as an opportunity take away the 0.0 % APR till XXXX 2019 deal they offered me for opening the card. The moment I found out that they were trying to take this away from I told the customer service to connect me with a supervisor so I could make them give this back. The supervisor I spoke to told me they would submit a ticket to get the 0.0 % APR till XXXX 2019 reinstated. I have been all Capital One every week for a month and they still tell me that the ticket is being worked on. I have to make a payment on this card in a few days. I am asking the CFPB to stop Capital One from engaging in this deceptive business practice and make some give me back the deal I signed up for. 0.0 % APR till XXXX 2019
Company Response: Closed with explanation

Timely Response

2019-04-08

Bellaire, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: My credit report includes fraudulent information afecting my credit and social security, using different names, different addresses. Accounts for collection that they are not mine. I have reported to XXXX and XXXX detailed of all those fraudulent information. These two companies and Capital One and other included did not want to remove fraudulent movements. I need your help to ask XXXX, XXXX and all companies that included in my credit report and reported to XXXX and XXXX to remove al fraudulent records in my account. They are affecting my credit report.
Company Response: Closed with explanation

Timely Response

2019-04-08

Stone Mountain, GA

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

2019-04-08

WI

Other features, terms, or problems

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

Other problem
Complaint: XXXX I opened a Capitol One Card which was set up as auto pay and all of a sudden they weren't taking my payments from my account and years later they are garnishing my wages. I attempted to reach out to them many times within those years and I could never reach anyone, I was placed on hold many times and hung up on for no reason I never got to speak with anyone. I have not heard from them until this garnishment comes through work 4-5 years later.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-08

New Bedford, MA

Problem when making payments

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

Problem during payment process
Complaint: XX/XX/XXXX to XX/XX/XXXX. XX/XX/XXXX billing cycle show two payments one for XX/XX/XXXX and one for XX/XX/XXXX. the XX/XX/XXXX payment was credited to the wrong month XX/XX/XXXX and a XXXX late fee happened. The statement date is the XX/XX/XXXXof every month. I am on ssdi and is paid on or around the third of every month. I have used my banks bill pay service and never had a payment prepossessed to early. The same issue happened again in XX/XX/XXXX statement. two payments made on the same month. by the dates the second payment was after the XX/XX/XXXX of the closing date again and paid on the second day of the month. Called capital one and they said there two closing dates one on the statement and one that the billing cycle. and that the payment cam in on the second they were processed on the prev billing cycle. I spoke to multiple people 5 days apart on the second late fee of XXXX to have it removed. they would not remove it as they said it was on there billing cycle. I told them by truth in lending law the XX/XX/XXXX of the month was the closing date for payments. any payment after the XX/XX/XXXX had to be posted to the next month billing. there cant be two closing/billing cycle dates. they will not remove the second late fee of the account any penalty for it.
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Philadelphia, PA

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Other problem
Complaint: Hello, my name is XXXX, and I am a very disgruntled, hurt, embarrassed and feeling disrespected Neiman Marcus card holder. I have been a customer/ card holder for over 12 years. I am an XXXX member in good standing and have always been. I recently decided to add authorized users to my card. I added 2 people, on XX/XX/XXXX without a problem, then I added 2 more on XX/XX/XXXX and they froze my card. I contacted customer service because I found out my card was frozen on XX/XX/XXXX when I asked my sales associate to make a purchase/ send to store for me so I could come into the store to try on.. my card was declined. I was not sent anything from NM, my payments were on time, and nothing was sent out via email, or mail, that said this would or has happened. I called customer service and they asked me to come into the store and bring my ID to verify myself. So I go into the store XX/XX/XXXX, to show my ID, and remove the hold. The customer service rep in the store called customer service while I was standing there in the XXXX XXXX XXXX store. As I was speaking to customer service over the phone, I asked could I remove an authorized user, that was added on XX/XX/XXXX because he had applied for his own card, while they were removing tis mysterious hold. They said yes, I could remove him and I replaced him with another person and 1 more, that makes 4 authorized users. I don't see a problem with this because I have had authorized users on other cards of mine. I have added and removed on other cards also. The customer service rep asked for the names to remove and add and said that we will put another hold on your card until Monday so the new users can be verified. I had no clue that they do background checks on authorized users. Which was weird because it was Friday XXXX, so where are you verifying anyone and since when do you do a check on authorized users? Monday came and went and the hold was still on my card. The following week I received a letter stating that my card was under investigation for fraud. I would love to know how when I personally went into the store with my ID, and they swiped it and verified it. The letter stated, I was under investigation and that I needed to submit a copy of my drivers license pic, front and back, my social security card front and back, and also my pay stubs and XXXX, and my signature at the bottom of the letter. So the first thing that I am thinking is that someone in customer service is trying to pull fraud with my full identification, and they must know I was just in the store showing ID somehow. I would never feel comfortable sending out my entire life with my signature through the mail, nor fax, or anything else, to anyones desk. The IRS dose not even ask for that type of info. This was a Flag. So now I feel like Im being profiled. Its my right as the credit card holder to add and subtract anyone I want if I don't personally feel like the user is a threat to my card or credit. So I called NM customer service and they said they had no idea where that letter came from, then connected me to Capital One, and the customer service rep that helped me apologized and also said that they would never send out that type of letter asking for such sensitive documents. I was then told to call NM security in the morning. So XX/XX/XXXX I called back to Neiman Marcus and the customer service rep, said that my card was still frozen and she didn't know why because I brought in my ID, but she would connect me to Capital One security. A lady in CapOne security was helping me, she said the letter was actually real and I explained that never would I feel comfortable sending that type of info via mail, or fax and why should I when I physically went into the store with my ID. She said she would leave a message with the security person at NM that was in charge of handling this situation, and for me not to call them, she would take care of it. 3 days later still no call back. Friday, XX/XX/XXXX, I called in security at CapOne back, she proceeded to call a supervisor to help me get the hold removed from my account because the security at NM that handles these situations never returned her call. Mysteriously the supervisor or whomever she spoke with now told her that NM will not remove the hold, and that I have to produce all of the same information for all 4 of my authorized users before they remove the hold. So I tell security that if Im not sending my life, neither are the authorized users, and now, Im not only suspected profiling, but I actually know that Im being racially profiled, I am filling a complaint. They are trying to steal my identity, and mess up my credit, because as of XX/XX/XXXX they had not reported to the credit bureau until I went on my XXXX XXXX and filed a complaint on NM, and told the credit bureaus that they had not reported my good standing with the credit bureaus nor did they update that my card had payments that have significantly lowered my balance. I am being profiled, and they are now giving me a certain amount of days to send in the same invasive info of 5 people 's DL, SSC, XXXX and signatures. I told security to remove all of my authorized users and she said they won't remove them until you send in everyones info. What the heck kind of racket is NM trying to pull? It is my right as a paying card holder to add and removed an authorized user to my card. So if I don't send in the info, they are going to shut down my card. That is unbelievable and they are now trying to mess up my credit by taking away one of my oldest credit cards. I have never been so XXXX off in my life. The fact that one person can cause all of this ruckus in my life because of how they are personally feeling about something. This is not right, I know its illegal, they are making up rules along the way as they see fit. I also feel like they taunting me because they have control over the system. Now it is XX/XX/XXXX, and I am still being ping ponged back and forth between the two entities and no one will give me info on someone higher up that may be able to help me and to restore my card back to normal. I asked for the credit card info that states the stipulations of adding and subtracting authorized users and what warrants for fraud activity. After I have filed many complaints and spoke to different people, the last person I spoke to today said that I could be anybody continuously calling in. I am so freaking furious. So, Who was I when I took my ID into the store? And why when I say Im not sending in sensitive documents does that make them say now we want them from everybody, I think that is really crazy and its like someone said now that you are mad and want to remove everyone, we are going to make you even more mad and ask for everyones info.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-08

Santa Ana, CA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/19 Capital One took a double payment for the statement balance on my account in the amount of {$4800.00}. I called in to ask the bank to reverse one of the two payments and they refused. I requested a supervisor and spoke with XXXX, operator # XXXX supervisor at Capital One bank, I then asked about getting a ACH sent back for one of the two double payments and they said they needed to call my bank. I allowed that in a conference call and my bank confirmed that a double payment had gone through. Capital One then told me they were going to make me wait 3 weeks for the refund to be processed. This is entirely unacceptable to refuse to reverse a payment and hold my funds hostage for 3 weeks.
Company Response: Closed with explanation

Timely Response

2019-04-08

Lewisville, TX

Getting a credit card

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

Application denied
Complaint: On XX/XX/XXXX, I was making a purchase from Cabelas on-line. A pop-up suggested I apply for the Cabelas branded card, which I did. Last week, when checking my credit report for another purpose, I was reminded of the application. I then discovered it was through Capital One. I called and was told I had been mailed a letter and they would not talk to me until I had it in my hand. I told them I had not received the letter and they said it would be remailed. My wife received the letter late last week while I was on business and she texted it to me. I called again and they refused to speak to me. After I made it clear that I am a bank officer and know the process, they finally told me that a decision had been made on XX/XX/XXXX to deny credit based on an incomplete application. I was never notified of an incomplete or unverifiable application and after I told them they were violating the law, including the FCRA, they asked me to call and speak to a supervisor named XXXX. I called the following day and they refused to let me talk to him. I received a voice mail from him later that day when it was too late to call back. Called back this XXXX - XXXX ( a month after application ) and they are refusing to talk to me. They can't tell me what the issue is and I feel like I'm being discriminated against. They've made the credit inquiry so it's also reflecting poorly on my credit report. I think there is a chance they were supposed to call me because of a credit alert on my account and they simply did not want to take the time to do so. This would, of course, be discriminating against me for protecting my credit data and would be against the law. This is fraud and discrimination pure and simple.
Company Response: Closed with explanation

Timely Response

2019-04-08

South Florida, FL

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
Complaint: XX/XX/2018 I went through financial hardship ( Lost my job ) and my account had a balance of {$870.00} with a {$1200.00} credit limit. When called by my creditor ( Which i had 2 years of On time payments with ), I described my situation and explained that i was actively looking for another Job. That I needed some time to get employed and receive my first check. I actively answered and gave updates when I found my new job. That Id be able to pay and that I only needed one more month or less for a minimal payment with my first check. I was told I needed to pay at least 2 months or the account would be closed which I couldn't afford and unfortunately it did.
Company Response: Closed with explanation

Timely Response

2019-04-08

Maiden Rock, WI

Closing your account

Credit card or prepaid card: Store credit card

Can't close your account
Complaint: In XX/XX/2018, I sent in a balance payment for my Cabela 's credit card administered by Capital One, 10 days prior to the due date. Thirteen days later, I noticed that the check had not cleared my Credit Union, so I called Capital One, and after a conversation with the service personal, decided to provide my Routing and account number, to pay the new balance, and close the account. Assuming the first check was lost in the mail, I stopped payment on it. That caused chaos at Capital One. They debited my account, the amount of the stop payment check. Then for some reason, Capital One sent me a check, for the amount of the stop payment check. And told me I now owed them the amount of that check, plus interest and penalty. I called their service line, and finally got put through to a supervisor, that noticed the unusual activity, and said they would investigate, and get back to me in a week to 10 days, with an answer. They never contacted me. Then I started getting all kinds of calls from what sounded like their bill collecting department. And sent me a statement, for the balance plus interest and penalties. So I decide to just pay them, the balance including interest and penalty, and sent it to them priority mail, so I knew they couldn't deny receiving the payment before the due date. Today I get a statement for a new {$69.00} balance ... With a statement that doesn't itemize the charges. HELP! I just want them to close out my account, and explain why I owe them an additional {$69.00}
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Carver, 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: I was shocked when I reviewed my credit report and found late payment on the date below, but when I reached out to you, you changed it late from XX/XX/2017 and you place it on XX/XX/2017. It was late XX/XX/2017 and now it shows that it was late XX/XX/2017 - that's strange? I am not sure how this happened, or how your can your company make this error ... And 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 non-monetary relief

Timely Response

2019-04-08

Oxford, GA

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 called the company asked about the 0 % interest disclosure it is not included on the statment on purpose it posted internally on the company computer when you call them. I asked for the interest posted t be disputed they declined told me could write to their general corresponsdence mail box via fax XXXX They did not feel like this was a scam, disagree
Company Response: Closed with explanation

Timely Response

2019-04-07

Schdy, 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

2019-04-07

Wallington, NJ

Fees or interest

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

Problem with fees
Complaint: Hello, Capital One credit card company through its CapitalOne Platinum Card is misleading consumers by offering and advertising its card as " No Annual Fee ''. After I am signed up to this card 5 years ago, now they are changing the agreement without even notifying me and started charging me XXXX $ annual fee. I found out about it looking on my statement. I called them, and they claim it as a " procedural issue ''. Now, that I close this card, it will affect my credit score and history. They want to waive first year annual fee after I stated that I will close my card. but I want them to roll back my card into No Annual Fee policy. Had I known at the very beginning, I would have not signed up in the first place. To make an informed decision, I need to know about this at the beginning, when I sign up on my agreement with this company.
Company Response: Closed with explanation

Timely Response

2019-04-07

Shirleysburg, PA

Incorrect information on your report

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

Account status incorrect
Complaint: # XXXX, # XXXX as well as Regular inquires I did not approve of. XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX 's XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX The regular inquires I did not approve of and took my report without consent I am asking to be removed from credit report. The accounts that have been closed I'm requesting taken off. Kohls has already been paid in full and XXXX did not credit my account for money they had taken from my account. That is why my account was charged off and I called multiple times for them to correct this and they did not. It is not my fault they closed my account and will not refund money to credit my account.
Company Response: Closed with explanation

Timely Response

2019-04-07

Woodland Hills, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-04-07

OH

Problem when making payments

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

Problem during payment process
Complaint: I have a Cabela 's Club credit card which I have had for approximately 15 years ( maybe longer -- I don't recall exactly ). Until recently, this credit card was a Visa card. I have never had a problem with Visa in all of those years. Note also that my credit rating was over 800 last time I checked. Anyway, Cabela ' recently changed the Cabela 's Club credit card to a Master Card serviced by Capital One. On XXXX ( or possibly a day later ), using the Capital One pre-printed supplied envelope, I sent in a payment of {$400.00} using a money order. Capital One claims they never received this payment. However, the money order was stolen, altered, and then cashed by someone else. I have a copy of the cashed money order sent to me by XXXX. It even still has the last 4 digits of my credit card number on it written over with a signature. The rest of the information on the money order looks to have been " whited out '' and written over. I find it hard to believe that a USPS postal worker randomly stole the envelope I sent through the USPS with this payment, opened it, took the money order, altered it, and cashed it. Note that I took the envelope to the post office to mail it. I did not send it from my home mailbox. I believe the payment arrived at the Capital One payment processing office, it was stolen by someone there, and then cashed.
Company Response: Closed with explanation

Timely Response

2019-04-07

Castaic, CA

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: to remove all my credit inquiries on file
Company Response: Closed with non-monetary relief

Timely Response

2019-04-07

And, SC

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
Company Response: Closed with non-monetary relief

Timely Response

2019-04-07

Sebring, FL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I have these two collection accounts on my credit report from a company call XXXX XXXX XXXX which i have never done business with. It appears those two accounts are original from two capital one credit cards that i had more then seven ( 7 ) years ago and those accounts were charged off. Now, XXXX XXXX XXXX started reporting both them on my credit on XX/XX/2018, one with the balance of {$2400.00} and the other {$1000.00}, they also appear on my credit as derogatory marks. The balances they are reporting are also incorrect.
Company Response: Closed with explanation

Timely Response