CAPITAL ONE FINANCIAL CORPORATION

2019-03-23

Morganville, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-23

Odell, OR

Problem when making payments

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

Problem during payment process
Company Response: Closed with non-monetary relief

Timely Response

2019-03-23

Arco, CA

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-03-22

Pardeesville, PA

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2019-03-22

Portland, OR

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

2019-03-22

PA

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

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

Their investigation did not fix an error on your report
Complaint: I'm responding to case number : XXXX with Capital one credit card services. I tried numerous attempts to rectify the matter. Only to be ignored without the proper investigation. This debt was settled over 5 years ago as settlement in full for lesser amount. The representative that took my payment in XXXX agreed to remove the charge off status from all three major credit bureaus since the account wasn't sold to a 3rd party agency, since the account remained in Capital one collection Dept. Okay..for years as agreed the charge off was removed from my credit report. Well ... .here we are in XXXX, I recently filed Chapter XXXX and was discharged. As of XX/XX/XXXX, " Charge off '' status was update on the account from Capital one. Knownly, that I'm trying to establish myself, this account reflects negatively on my credit report. This debt is scheduled to be removed from my credit reports XX/XX/XXXX. I need this matter updated correctly immediately. I mailed 2 separate letters Capital one dispute department and my last letter, I went as far as addressing it to the president of the company. The out come of the investigation, Capital One said they will not update my report because it's reporting accurate, and since the account was in default at the time of payment they aren't obligated to make any adjustment. They are wrong on so many levels, they need to pull the tape with me and the representative in XXXX to validate my claim and honor the promise of removal of " charge off status ''. I'm so disgusted that I also contacted XXXX and file a compliant today complaint # XXXX
Company Response: Closed with explanation

Timely Response

2019-03-22

Brooklyn, NY

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: On XX/XX/XXXX, I purchased a car with the promise of a 60 month loan term. The auto loan was financed by Capital One Auto Finance. Every document given to my by the dealership reflects a 60 month loan term. The dealer did not provide me with a copy of the Retail Instalment Obligation contract that the dealer assigned to Capital One Auto Finance. I am XXXX years old and believed I was about to make my last and 60th loan payment. Capital One Auto Finance insists that my loan term is for 63 months. In XX/XX/XXXX, I complained and Capital One Auto Finance sent me a copy of a letter that they allege was mailed to me in XXXX outlining a 63 month loan term. Capital One Auto Finance has not provided me with a copy of the Retail Instalment Contract. I do not know what kind of bait and switch tactic was used but there has been three ( 3 ) extra months added onto my auto loan in a very deceptive way. I was XXXX years old when this fraud was perpetrated against me in XXXX. How absolutely disgraceful to financially abuse a senior citizen.
Company Response: Closed with explanation

Timely Response

2019-03-22

Cheverly, MD

Incorrect information on your report

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

Account status incorrect
Complaint: Cap 1 Auto reporting incorrectly. Account is paid as agreed. They're reporting it as 60 days late. Cap 1 is reporting 12 x 30 late payments. This is incorrect.. XX/XX/XXXX to XX/XX/XXXX -- payments were made on time XX/XX/XXXX to XX/XX/XXXX -- -payments were made on time Missed payment was XX/XX/XXXX. This was a processing error. Payments were paid on time. Due to the processing error -- Cap 1 marked on time payments as rolling lates. The issue was finally corrected in XX/XX/XXXX. Timing is an issue. We looked to correct this. We are unable to and need some assistance. While they 'research ' this, we are unable to get complete the sale of our home and the purchase of a new one.
Company Response: Closed with explanation

Timely Response

2019-03-22

Orchards, WA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-22

FL

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: I called capital one auto financial to make a payment arrangement, but I was not late yet, I told them that at that time I could not make the payments since I was out of work and they never gave me any solution at any time. I tried to send in 1 month 100 to the next 400 to try to fall into late payments, I insisted on the 3 month and I made a payment arrangement that I had to pay XXXX for 4 months to get up to date, although it was difficult because of the high value of the couta I did it has me month during the period they gave me, now I am completely up to date with a very high interest payment for a XXXX XXXX a month, and so that way I arrive with them to the payment arrangement I have been notified in the 3 credit bureaus as late payments of 30 and 60 days for 5 months, I have been affected by the credit and the worst is that they have no word because while a person is in payment arrangement is considered the good account but this company is all otherwise. They do not want to refinance the debt of the car so that my interest will be reduced. And the last month of the payment arrangement that was in XXXX, I had to pay the payment arrangement I had plus the month of the car. What do I have to do?
Company Response: Closed with explanation

Timely Response

2019-03-22

Irvine, 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

2019-03-22

Laguna Beach, CA

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2019-03-22

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

2019-03-22

Montevallo, AL

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

2019-03-22

Savannah, GA

Incorrect information on your report

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

Account information incorrect
Complaint: I contacted Capital One and XXXX XXXX on XX/XX/27 because they reported my payment had been late up to 60 days, I asked them from proof of this payment history which they could not provide. This is negatively affect my credit score.
Company Response: Closed with explanation

Timely Response

2019-03-22

Mem, TN

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 explanation

Timely Response

2019-03-22

Keyport, WA

Incorrect information on your report

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

Public record information inaccurate
Complaint: On XX/XX/2019 Kohls Department store credit card reported that I filed Bankruptcy to XXXX. I did not file bankruptcy. I have contacted Kohls and was assured by the office of the president that the matter is resolved by a forced reset that would take 24 to 48 hours almost 2 weeks ago. I contacted XXXX yesterday and the claim that they have heard absolutely nothing from Kohls and that the bankruptcy report stands. My credit score has dropped by 70 points. I had intended to qualify for a home loan this month. The whole matter came from a pair of {$30.00} shoes that were purchased on black friday. I had signed up for a paperless text message billing notification. I received no billing notification by text, mail, or phone until a phone call on XX/XX/XXXX at which time I paid the bill in full including almost {$100.00} extra in late fees. Later that day I phoned Kohls and my account was credited {$30.00} for some of the late fees since I was not notified of the bill and I am never late with a payment. The next day my credit report showed a bankruptcy. This report is entirely inaccurate and is damaging my family well being. I have spent hours on the phone with both Kohls and XX/XX/XXXX. I have documentation of the credit report. I can supply images of text verification of the paperless billing confirmation and the subsequent lack of any notification via phone records.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-22

Leeton, UT

Trouble using your card

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

Can't use card to make purchases
Complaint: On XX/XX/2019 my husband and I applied and were approved for a Capital One credit card with a secured XXXX credit limit. We were told by Capital One that we needed to activate the card through their Mobile App which we downloaded to our phone. We logged in with information Capital One already had on file and our account was merged with an " existing '' account that did not belong to us and we were not aware of at the time. 10 days after activating our account we remitted 2 payments. On XX/XX/XXXX, a payment of XXXX was made through the mobile app. On XX/XX/XXXX a second payment was made through the mobile app. Both payments were processed and returned without our knowledge. We called Capital One customer service on XX/XX/XXXX to find out why our payments had not been applied and found out through customer care that the payments made through the Mobile App where made with a checking account they had on file which did not belong to us and has never belonged to us. We asked that information to be deleted from our account and updated our account with the correct banking information over the phone, at the same time we made a 3rd payment over the phone with the newly corrected information. The payment was posted on XX/XX/XXXX for the amount of XXXX. We were told that once the payment had posted it would take 24 hours for our credit line of XXXX to be made available. On XX/XX/XXXX, we attempted to log into the mobile app to see if our credit line had been made available. The app was deactivated and we were not able to log into our account. We then called customer service and spoke to an account supervisor who informed us that a temporary 7 day hold had been placed on the account because of the two returned payments made back on XX/XX/XXXX and XXXX. She told us that in order for the hold to be lifted, we would need to contact our banking institution and have them speak directly with Capital One to confirm that the XXXX payment made on the XXXX had cleared the account. We called back later after we had our banking customer service rep on the phone and attempted to conference Capital One in on the call only to find out that our account had been permanently closed and we were no longer able to view our account online or through the mobile app. Capital One explained the account was closed under the justification that 2 payments had been returned and that in the Terms and Agreements, which we agreed to, it states that Capital One can close an account at anytime with payments that have not been honored. We understand this, however, the two payments we made, were made with the understanding that they were being debited from the correct account. We had no knowledge that Capital One had incorrect banking information and we were never given the opportunity to review any information they previously had on file. We submitted all the correct information for payment, and Capital One processed our payments incorrectly, then they closed our account without notice. We were penalized for their own mistake. We made a XXXX payment to this company understanding that we would receive a credit line of XXXX. They took our payment of XXXX and closed our account without giving us the services they promised. They will not issue a refund, and they refuse to re open the account. We've spent hours on the phone trying to investigate the issue and have not received any help concerning the matter. We subsequently found out through the Payment services center, that this card was actually an unsecured card and that charges had already been made. We have never used this card because we believed this was a secured credit card and that we had to submit XXXX before our credit line would be issued. A fraud investigation has been opened, but there is no guarantee our money will be returned to us in a timely manner. We want a refund immediately. Our bank is not able to reverse the charge because the XXXX was an authorized payment. We've lost XXXX and want our money back because Capital One failed to provide the services they promised and closed wrongfully closed our account.
Company Response: Closed with explanation

Timely Response

2019-03-22

Arco, CA

Other features, terms, or problems

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

Problem with customer service
Complaint: In XXXX, my credit card ending XXXX has a credit balance of {$5300.00}, requested capital one to refund since then. the request was never handled properly so as of today i have not received my refund. On my phone call last week, the customer representative apologized and said " they dropped the ball '' for not processing this correctly. and the customer service GUARANTEED that due to the mistake, they will transfer the balance directly to my debit balance account. One week after today, i have not received the money nor a follow up call. So i called again only told that they sent out a check for the refund, when i question how my complaint can be heard, the customer service XXXX ( employee ID XXXX ) told me the complain is handled by " HIGHER UP '' can i can not talk to them. When called back again, another representative put me on hold for 17 mins until i hang up, when i specifically requested to be transfer to someone who can handle the balance transfer to me today. As if XX/XX/19, my money is no where to be found and somehow on capital one 's credit card account, it shows the balance has been refunded to me. Scam.
Company Response: Closed with monetary relief

Timely Response

2019-03-22

Dickinson, ND

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

2019-03-22

San Jacinto, CA

Unexpected or other fees

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

Complaint: issue : Capital 1 place 3 late payments on my credit report. We were never notified. We had not used the card and had no balance. They stated there was a {$29.00} yearly fee but we never received any billing of this. We have been in our house at that time over 1 year and had received others, but this bill. They waived the {$29.00} but kept the late payment on there and closed the card. AC # XXXX
Company Response: Closed with explanation

Timely Response

2019-03-22

Moapa, NV

Getting a credit card

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

Application denied
Complaint: I applied for the capital one quicksilver card this morning. Unfortunately I was declined. On XXXX XXXX my score was XXXX XXXX and XXXX XXXX before the inquiry. Capital one is the only bank to decline me. I have good income, no credit card debt, and excellent credit but this bank will not approve me. I was suggested to apply but was declined by this bank for the second time this year. This is the only bank who treats me this way. I call them to try to fix this and they transferred me around 5 times and I got no resolution. Then I came to the cfpd. I feel this company is unfair and I am being mistreated. Please help.
Company Response: Closed with explanation

Timely Response

2019-03-22

Hudson, NC

Struggling to pay your loan

Payday loan, title loan, or personal loan: Title loan

Company Response: Closed with explanation

Timely Response

2019-03-22

Finley, WA

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

2019-03-22

Co Spgs, CO

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response