CAPITAL ONE FINANCIAL CORPORATION

2019-04-05

NJ

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: As per the FDCPA a debt collector is not allowed to disclose or willingly give up the company name in regards to the debt they are trying to collect and XXXX XXXX did to my friend, my old roommate. I have the call recorded and it comes to my understanded I should be compensated for this and them fined. Please start your investigation and allow me to send you the call. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-05

Bayway, NJ

Incorrect information on your report

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

Account information incorrect
Complaint: I have had two capital one accounts since XXXX. I have never made any late payments on any of my accounts until I lost my job back in XX/XX/XXXX. The school I was teaching at received less funding and I was laid off. In XXXX, I was diagnosed with an illness and am unable to work. My income was reduced by a total of 60 percent. I receive XXXX XXXX from the state of New Jersey. My husband then lost his job as XXXX XXXX at XXXX XXXX because if the government shutdown. He missed two pay cycles. He has since returned to work. I contacted Capital one in XXXX to confirm that if I made my payment on XX/XX/XXXX that it would not report 30 days past due since my family was effected by the government shutdown. I received an alert stating my payments were reported 30 days past due in XX/XX/XXXX and XX/XX/XXXX. I called dozens of times asking if they have a program to help people experiencing a hardship and they advised me there was nothing they could do to help. They didn't care that their employee gave me the incorrect information. I was devastated, as trying to preserve our credit is the only hope we have in re-financing our mortgage so we don't lose our house. I filed a complaint with the better business bureaus, and got a call from their executive office, I missed their call, as I was in physical therapy, I left a voicemail and I explained my situation with the guy who called from their executive office. He never called me back after leaving 6 voicemails. About 10 days later he called back and stated he would reach out to me when he found a solution. he called back about 4 days later and advised there is nothing they can do to help. The Executive office claims they do not have a program to help people affected by the government shutdown. although another employee and their website states the contrary. I am disturbed by their treatment of me, and I felt less than human when talking to them. One representative even referred to me as " you people who can not pay on time. '' I hung up the phone and just cried. My hope is that Capital one will finally try and help me, move forward by honoring their promise to not report late payments to the credit bureaus during the months of XX/XX/XXXX and XX/XX/XXXX due to the government shutdown.
Company Response: Closed with explanation

Timely Response

2019-04-05

NV

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2019, I submitted a request for a credit line increase on my +13-year Visa credit card with Capital One Bank , XXXX, Virginia. Today I received a letter in the U.S. Mail also dated XX/XX/2019 that the increase request was declined stating the reason as : " Your financial obligations reported to us by the credit reporting agency are too high. '' The XXXX credit bureau file was cited as their information source. I accessed the XXXX credit bureau file. When two statistically minimal errors are corrected, it indicates a 4.56 % credit utilization rate on {$320000.00} of available credit. Such " financial obligations '' are not " too high, '' but quite the opposite for too many individuals who maintain high credit card balances. When I called Capital One 's XXXX, Florida operation to protest the error stated in its decline reason, I was told by supervisor XXXX that there was no recourse in fixing Capital One 's blatant error. When I asked for clarification of this statement, they refused to provide it. When I called to Capital One 's headquarters, I was told Capital One has deleted its Executive Problem Resolution area and phone calls to an appropriate functional manager would not be connected. So what Capital One has chosen to do with its operating policies and procedures is completely suppress customer inquiries when Capital One creates problems and errors, then doesn't wish to resolve them. This is hardly good business practice, good consumer protection and certainly does not lead to retention of long-term customers in good standing. I deal with several other credit card companies and none of them, in +40 years of experience, have come close to displaying such intentional arrogance, dismissiveness and indifference to errors when a customer brings a blatant factual error to their attention.
Company Response: Closed with explanation

Timely Response

2019-04-05

Tampa, FL

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

2019-04-05

Garrett Park, MD

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: A continuation of XXXX, Capital ONE calls/emails me everyday in attempt to collect on an amount that I do not owe. They have yet to retract the fees and interest accumulating on this account. The last and final payment on the card was paid via my XXXX credit account on XX/XX/XXXX in the amount of {$200.00}. I will submit a complaint from now on for everyday that they attempt to collect on something I do not owe.
Company Response: Closed with monetary relief

Timely Response

2019-04-05

Boise, ID

Other features, terms, or problems

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

Other problem
Company Response: Closed with monetary relief

Timely Response

2019-04-05

Dunnellon, FL

Other features, terms, or problems

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

Problem with customer service
Complaint: I sent the following letter on XX/XX/XXXX. On XX/XX/XXXX, I received a response that Capital One could not respond in writing. WHY NOT? I was assigned a case # of XXXX by Capital One in this letter where no questions were anwered. I would like this escalated and for someone from Capital One to actually answer these questions. Capital One ATTN : General Correspondence XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear Credit Card Officer : I have repeatedly called your customer service number, and no agent can answer these simple questions. I have a secured credit card with CapitalOne ending in XXXX. My Social Security # for reference is XXXX. 1 ) A credit line increase was apparently automatically approved after six months of having this secured credit card around XXXX/XX/XX/XXXX. Does another credit line increase automatically come? If so, when? I have applied for credit limit increases and they continue to be denied. 2 ) How long do I have to have this secured card before it becomes a regular credit card? Does that automatically happen or do I apply for regular credit cards through Capital One and then when I finally get approved for a regular credit card it gets converted? CapitalOne has a deposit of mine from when I first opened this secured card, and I would love to get that deposit returned to me or applied to this card balance, and have the card converted to a regular card. How do we make this happen? I would love to discuss these questions with someone who can actually answer these questions, or get a written response with the answers in full. I appreciate having this secured card for over a year, but the lack of ability of your customer service agents to answers these questions has left me frustrated and writing this letter. I can be reached at the above address and phone number. I await your response. Very truly yours, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-05

Almonesson, NJ

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-04-05

Torrance, CA

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

2019-04-05

VA

Other features, terms, or problems

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

Problem with customer service
Complaint: I need to replace a card and ask a few account related questions. However, I can't easily do this as there is no email address, message center, or chat feature on their website. I have trouble hearing, so a phone won't work.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-05

Pgh, 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

2019-04-05

Burke, VA

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-04-05

Sanders, KY

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2019-04-05

Desert Edge, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Capital One issued a card to me, account no.XXXX.The card was subsequently stolen without any personal use by me.The thief used the card to about XXXX dollars.I was unaware of the theft or use until the payments were about 120 days late. I spoke to two different reps at Capital one, the first one in XXXX, the second one in English.Both reps said the same thing ... that the card would be closed for fraud..I wouldn't have to pay anything and another card would be reissued.This was not done, I was never re-issued a card, the balance on the credit report shows XXXX, yet the late payments show completely destroying my perfect credit as the only negative on my 3 bureau reports. Capital one has harmed me financially far worse than the XXXX dollars stolen from them. I have to rely on my wife 's good credit to function.I have recently made CFPB COMPLAINTS TO THE THREE BUREAUS:XXXX XXXX XXXX XXXX ... ..all three bureaus said the creditor verified my credit information as correct.
Company Response: Closed with explanation

Timely Response

2019-04-04

Baychester, NY

Incorrect information on your report

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

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

Timely Response

2019-04-04

Teaneck, NJ

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-04-04

Morganville, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-04

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

2019-04-04

Washington, DC

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: I have a loan 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. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and CAPITAL ONE with no successful resolution. XXXX, XXXX was reporting me late. There was definitely an error on their part. I was never 30 days late -XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-04-04

Aliso Viejo, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-04-04

Saint Clair, MO

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 noticed that CAP ONE NA have placed an inquiry on my XXXX credit file dated XX/XX/2018. As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. I requested both CAP ONE NA and XXXX to verify these inquiries. Since it is against federal law ( Fair Credit Reporting Act -- 15 USC? 1681b ) for an entity to view a consumer 's credit report without a " permissible purpose, '' I am writing to inquire as to their alleged purpose, for doing so since I did not apply for employment with their organization nor did I request credit from their organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC 1681n ( a ) ( 1 ) ( B ) states, in part, " in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure are { { {$1000.00} } }, whichever is greater ; ''
Company Response: Closed with non-monetary relief

Timely Response

2019-04-04

Fort Worth, TX

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Other problem
Complaint: I called Kohl 's today to have my spouse added as an authorized user as the option is not available online. I was asked if it should be effective today and I agreed. When I provided his name I was told we would need to wait about 3 weeks on a letter, fill it out, send it back, and then he could be added. When I asked why it couldn't be done today I was advised it was because we don't share the same last name. This is discrimination based on marital status. I spoke to an agent, a manager, and a supervisor but all stated this was company policy. The policy is discriminatory. Because we don't have the same last name we can not receive same day service. If the option is available to some it should be available to all.
Company Response: Closed with explanation

Timely Response

2019-04-04

Colo Spgs, CO

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 DISPUTED A ORDER IN XXXX WITH AN AMP AND SPEAKER BOX THAT I ORDERED AND NEVER RECEIVED. I FILED A POLICE REPORT FOR STOLEN PROPERTY EVEN THOUGH I CAN NOT PROVE THEY DELIVERED IT TO MY ADDRESS AND IF IT WAS I NEVER SEEN IT AND COMPANY THRU XXXX TOLD ME TO FILE A DISPUTE WITH MY CREDIT CARD FOR GOODS NOT RECEIVED AND NOW CAPITAL ONE HAS CHARGED THE XXXX BACK TO MY CARD. I DID NOT RECEIVE THIS ITEM, HAVE PROOF COMPANY TOLD ME TO FILE GOODS NOT RECEIVED AND FILED A POLICE REPORT. I HAVE HAD NOTHING BUT CONSTANT ISSUES WITH DISPUTES WITH THIS COMPANY
Company Response: Closed with monetary relief

Timely Response

2019-04-04

Washington, DC

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

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

Was not notified of investigation status or results
Complaint: I have a loan 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. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and CAPITAL ONE. with no successful resolution. XXXX asd XXXX was reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXX XX/XX/2018
Company Response: Closed with explanation

Timely Response

2019-04-04

Lewisville, TX

Closing your account

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

Company closed your account
Complaint: Capital One closed me for " behavior inconsistent with use of an account. '' I had a negative balance of {$15000.00}. It has been nearly three months, and Capital One still has not returned this balance to me. They are effectively making free interest off my money. It needs to be returned immediately, preferably with 2 % interest, the prevailing interest rate - for last three months. They should also return my confiscated rewards of {$220.00} dollars as a good will gesture for holding my money this long.
Company Response: Closed with explanation

Timely Response