CAPITAL ONE FINANCIAL CORPORATION

2019-03-21

Reading, PA

Getting a credit card

Credit card or prepaid card: Store credit card

Problem getting a working replacement card
Complaint: I opened a XXXX store credit card issued by Capital One on XX/XX/XXXX. After a couple of weeks I still had not received my card. I called Capital One & this is where the first lie was told. I was told it takes 30 days to receive a new card. Then the rep proceeded to tell me my statement had already been cut and it was mailed out on XX/XX/XXXX. She also told me my due date was XX/XX/XXXX. After still not receiving a credit card or a statement I called Capital One on XX/XX/XXXX. The rep told me that she doesnt know why I was previously told it takes 30 days to get a card. She said that is not true, she said it takes 7-10 days. She then said the address for me in their system was incorrect. She updated my address to the correct address and she said she re-issued my statement and also re-issued me my credit card. I did receive my statement but I STILL HAVE NOT received my card. I called Capital One again on XX/XX/XXXX demanding to have my card overnighted to me. Before that I was told cards take 46 days to arrive. I demanded to speak to a supervisor. Supervisor verified my address and could not tell me why I dont have my card. She said she could reissue another card and send it 2-3 day priority mail. I then paid my bill over the phone with her. On Wednesday XX/XX/XXXX I called Capital One again and I was told they dont have the capability of sending cards out 2-3 day mail. She said they only send standard mail 4-7 days. I informed rep I am tired of Capital Ones lies and I will be filing a complaint with XXXX and CFPB. Capital One is already reporting me to all 3 credit bureaus, they took my money and they REFUSE to send me my credit card!!!
Company Response: Closed with explanation

Timely Response

2019-03-21

Apple Valley, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I had paid my account in full because one of the representatives told me that it would be deleted off my credit after I paid it off. The money I paid got taken out of my bank account on XX/XX/2019 of {$660.00} I contacted Capital One asking them to resend the deletion letter because I never received it. But now the lady I spoke to is saying they won't delete it off.
Company Response: Closed with explanation

Timely Response

2019-03-21

NV

Incorrect information on your report

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

Account status incorrect
Complaint: On the evening of XX/XX/XXXX, I received a notification from XXXX XXXX that my credit score had dropped significantly. Since I knew of no reason this should have happened, I logged into the XXXX XXXX site to see why I was receiving this very confusing notification. I was stunned to see that Capitol One had reported my account delinquent. Not only that, it was specified that I was over 30 days late and had missed a payment. Since neither of these things is true, I called Capitol One the next day, XX/XX/XXXX to investigate the error. The first person I spoke with told me that Capitol One doesnt report an account late until 30 days after a payment is late. I told her that I was never 30 days late and that I was looking at my account on their own website during our call and this information proved I was correct. The payment in question was XX/XX/XXXX. My account history shows a payment made in XX/XX/XXXX. However, Capitol One had, indeed, reported me 30 days late with a missed payment. Again, their own website shows this to be false. I did make my XX/XX/XXXX payment 14 days late and do accept full responsibility for this. But I was NOT 30 days late and I DID NOT miss a payment. Capitol One received, accepted and posted my XX/XX/XXXX payment in XX/XX/XXXX. The representative couldnt understand why my account was reported in this false manner. She asked if I minded being put on hold while she checked into it for me. I agreed and was put on hold for more than 15 minutes. She never returned and I was subsequently hung up on. I called back. The next person couldnt help me either and the call went pretty much the same way so she put me through to a supervisor. This persons explanation was fairly ridiculous. Although I was NEVER 30 days late and certainly NEVER missed a payment, and Capitol One did receive, accept and post my XX/XX/XXXX payment in XX/XX/XXXX, because my payment had fallen into their next cycle it had been applied to the following month, XX/XX/XXXX, although, nowhere on their website is this indicated and I was not notified they had done this.. This, to me, seems like a Capitol One, internal bookkeeping issue, not an excuse to criminally file false credit information which dropped my credit score XXXX points over night. Even though their own site shows my XX/XX/XXXX payment paid in XX/XX/XXXX, they refused to accept responsibility for their actions and told me my only recourse was to file a dispute with their Disputes Department, which can only be done by snail mail. I am mailing my dispute letter today. All of this will remain damaging on my credit report unless they correct their error ... if they agree to correct it. A bad report that lowers a credit score takes a very long time to correct, even if the information is incorrect and later changed. The damage is done!
Company Response: Closed with explanation

Timely Response

2019-03-21

PA

Other features, terms, or problems

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

Problem with customer service
Complaint: I have 3 credit cards w CapitalOne. All three were set up on auto pay. One had a XXXX balance for over 6mos and apparently was removed from auto pay due to inactive status ( that is what I was told by customer service ) I called when I happened to find out I had delinquency reported on my credit report! I was told if I could pay the balance which stemmed from a {$59.00} annual fee that I didn't realize had been assessed, that the interest and late fees would be refunded. I also inquired about the delinquency on my credit report and was told if I could pay the {$59.00} in full and bring the account up to date, the late payments would be reversed and CapitalOne would notify the credit bureaus. It has not happened yet, I called back to check the status of the reversal of late payment reporting since I was not made aware of the removal of auto pay and was told Capital one would not do that. I was misled in order to make the payment. Quite deceptive and unfair of them to report me delinquent when I was not aware of the removal of auto pay. As I mentioned, I have 3 accounts w CapitalOne. The other two get paid automatically monthly with no delinquency, so I believed my third account was ok. Plus I didn't receive calls!! I only learned about it from my credit monitoring service! Please help me get the late payments reported on my credit file removed! This is an example of unfair, deceptive, AND abusive acts and practices by CapitalOne to try to get me to pay ... which I would have paid anyway! I have larger balances that I pay on time with them. Why would I skip out on {$59.00}?!!? Hurting my credit score unfairly!
Company Response: Closed with explanation

Timely Response

2019-03-21

Phila, PA

Written notification about debt

Debt collection: Other debt

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

Timely Response

2019-03-21

Fleming, 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

2019-03-21

Brooklyn, NY

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response

2019-03-21

Thompsons Station, TN

Incorrect information on your report

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

Account status incorrect
Complaint: Capital One is inaccurately reporting derogatory status to the credit bureaus. On my XXXX and XXXX XXXX reports they are reporting 30 day late payments on XX/XX/16, XX/XX/16 and XX/XX/16. To XXXX they are only reporting 30 days late on XX/XX/16. Pursuant to FCRA 623 ( a ) ( 8 ) ( D ), a creditor is to accurately report to all 3 credit bureaus. Capital One has failed to do so
Company Response: Closed with explanation

Timely Response

2019-03-21

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My debit card and Id were stolen at hospital when visiting wife. And I was u aware for a few days until I checked my account on mobile app. I immediately called and had card stopped and a new card sent to me. I disputed over 5,000 from charges with debit card in Oklahoma at casinos, restaraunts, stores. Someone figured out or knew my pin which was also the last 4 of my phone number. I have changed my pin since. The bank closed dispute and assumed it was me bc my pin was used. Which is complete bias and wrongful and again was not me and I am now out over 5k and have no other options on getting my earned funds back. They didnt even investigate more than 10 days and wouldnt even expedite the temporary credit and never did refund me. I could call XXXX and file a dispute and inform capital one of their mishandling and poor determination.
Company Response: Closed with explanation

Timely Response

2019-03-21

Concord, NC

Fees or interest

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

Charged too much interest
Complaint: On XX/XX/XXXX we paid off our Capital One Card in full. {$14000.00}. On XX/XX/XXXX we received an email that indicated we owed {$180.00}. My wife called today XX/XX/XXXX and spoke to XXXX and she said that was interest from time statement came out until day it was paid off. The Statement date was XX/XX/XXXX due on XX/XX/XXXX. The reference # for the call wasXX/XX/XXXX. Since my wife was not primary cardholder she was not able to assist so she recommend me, husband, to call back. I called back this evening, XX/XX/XXXX and spoke with XXXX, operator # XXXX. She was unwilling to refund interest due to automated system response. We have been Capital One Cardholders since XX/XX/XXXX and never missed a payment. We are disappointed and are asking for interest ( {$180.00} ) to be waived in full.
Company Response: Closed with monetary relief

Timely Response

2019-03-21

Lake Placid, FL

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-03-21

Jonesville, FL

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: Do not have exact dates but as company, 'records ' all calls, they should be able to verify .... Approximately XXXX, XX/XX/XXXX, was contacted by XXXX XXXX XXXX that I owe {$2400.00} dollars from a Capital One credit card that was opened in XX/XX/XXXX and closed in XXXX for default in payment. I responded that I have never had a Capital One card and that someone must have opened an account as me ( fraud ) andXX/XX/XXXX was a long time ago to just be getting information about this. XXXX XXXX informed that I need to file a 'dispute ' and they would send documentation for me to fill out and sent back. Filled out documentation, sent back and still received multiple phone calls ( asking for sensitive info ) - explained again and again, this account was not me and I filed a dispute. XX/XX/XXXX received a packet with Capital One statements that with a cover letter that said : '' We have completed our INVESTIGATION of your dispute concerning the account. XXXX, XXXX has obtained and reviewed the attached documents related to this account, which establish its validity. '' The only thing the documents reveal is my validity and XXXX, XXXX as fraudulent and misleading. If there truly was an 'INVESTIGATION ', it would revel that the address used on the statements is an address I have never lived at, moreover in a city I have never lived at that is a 10 hour drive from me. I'm a teacher, the dates on the charges are for days that I was in a classroom 600 miles away. Authorized Electronic phone payments were made, did they 'investigate ' how those payments were made ( bank account, etc )? All XXXX did was request statements from Capital One- there was no 'investigation ' as they claimed that established the validity of me as the account holder. In addition to being deceptive about their investigation, XXXX, XXXX is deceptive about their contact information. In the above mentioned letter, the letter is signed by the 'Disputes Department ' with a telephone number XXXX. When I called this number to dispute the information in the package, I was informed by the Operations Manager XXXX, there was nothing he could do to help because this was not the Dispute Department- he could try to connect me but their hours are 9-5 ( it was after 5 ) but their number is XXXX. In the same phone call I asked what would happen if I just ignored this- that I am done dealing with this, it has taken up way too much of my time because they are not doing what they are supposed to on their end and I am feeling harassed. The response was this was just the dispute department and they don't collect debts, but since they established, 'validity ', it will be sent back to the department that does collect and it would affect my credit if not collected. On XX/XX/XXXX I contacted the 'true ' dispute department ( XXXX ) and was told that now I need to file an identify theft affidavit that is not available on their website, but they can mail. Again, why was I not told of this earlier as my initial response was that someone used my name to open the account. Where am I now- frustrated and feeling like I am purposely being deceived and mislead by XXXX XXXX XXXX , XXXX to make it as difficult as possible to resolve this with the underlying threat that if this is not resolved, my credit will be negatively impacted.
Company Response: Closed with explanation

Timely Response

2019-03-21

Nashville, TN

Incorrect information on your report

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

Account information incorrect
Complaint: Capital One was in full on XX/XX/2019 in the amount of XXXX and my balance was {$0.00} and they are reporting on my credit report that I still have a balance. I called and spoke with a representative by name of XXXX and also a supervisor by name of XXXX on XX/XX/2019 and she stated that I had a balance of {$6.00} and I was aware of this because I used the card a few days ago, but they still not reporting the correct amount to the credit bureau just would like for my report to updated to reflect what I owe.
Company Response: Closed with explanation

Timely Response

2019-03-21

N Brunswick, NJ

Incorrect information on your report

Vehicle loan or lease: Lease

Information belongs to someone else
Complaint: PLEASE NOTE THAT I COMPLETED DEFAULTED/ GIVEN CHOICE ANSWERS TO THE BEST OF MY ABILITY IN ORDER TO SUBMIT. On XX/XX/2019, I received an email from Capital One Auto loan thanking the person for enrolling in online payments. I do not and have never had an auto loan/lease with Capital One. I called Capital one several times as well as submitted emails informing them that this account does not belong to me, however this is my email address. I received no assistance and no response via email. After several calls and explaining the situation several times to several people. Capital One informed me that there is nothing they can do as I did not have the person 's full account information. My concern is that this person maybe using my information without consent. Additionally, I continues to receive such emails from Capital One. The most recent one, on XX/XX/2019 saying that payment has not been received. The account belongs to a XXXX XXXX The account number shown on email is : XXXX This is for a auto loan/lease. I would like to know if this person is using more than my email address and for this issue to be rectified as soon as possible.
Company Response: Closed with explanation

Timely Response

2019-03-21

AZ

Fees or interest

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

Unexpected increase in interest rate
Complaint: I have had a corporate credit card with Capital One since XX/XX/XXXX under my current business and for several more years before that under my own name. In XX/XX/XXXX of this year ( XX/XX/XXXX), I was late in making my payment which was due on XX/XX/XXXX. I made a partial payment on XX/XX/XXXX and contacted Capital One to let them know that I was experiencing a financial hardship and that intended to make an additional payment soon, which I did on XX/XX/XXXX. My payment was only 11 days late. During that time, Capital One raised my interest rate from 19 % to 31 %. I contacted them again in XX/XX/XXXX to ask why the interest rate was raised. I was told that it was a penalty rate that would continue to be in effect for one year. I asked if there was anything I could do to have the interest rate restored to its previous rate and that the new interest rate was causing a greater financial hardship. The interest alone for the month of XX/XX/XXXX exceed the amount of my previous minimum payments. My minimum payment due for XX/XX/XXXX was {$620.00}. The minimum due for XX/XX/XXXX ( excluding the {$620.00} that was included in that amount as the payment was late ) was {$920.00}. The minimum payment due for XX/XX/XXXX is {$870.00}. Capital One told me there was nothing they could do ; they do not have the ability to lower an interest rate. I contacted them again on XX/XX/XXXX to inform them that I would not be able to make the minimum payment due of {$870.00} on XX/XX/XXXX. After speaking to three different individuals in their business services section, I was informed that Capital One only raises interest rates, as they have done on my card, when a customer has three late payments within a year 's time. I explained all payments have been made on time and that this was the first time the payment was late ( I can provide payment history dating to XX/XX/XXXX that proves this to be the case ). The representative could not explain why my interest rate was raised in this case, but did say there was nothing they can do. I am not able to keep up with the minimum payments on this credit card and feel that I have been unjustly taken advantage of by Capital One despite my attempts to communicate my situation with them.
Company Response: Closed with monetary relief

Timely Response

2019-03-21

TX

Incorrect information on your report

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

Account information incorrect
Complaint: On my XXXX, XXXX, and XXXX credit files, an old account from Capital Bank, NA is reporting incorrectly. I have disputed the account multiple times both with all 3 agencies and Capital Bank, NA. The 3 bureaus all claim that Capital Bank verified the accuracy of the information, yet Capital Bank has not been able to send any documentation to me, and their customer service representatives that I spoke with stated that the account had been purged from the system and they could not access any records, as well as not updating my current address on file despite multiple disputes. The most recent call to Capital Bank was XX/XX/2019. As they are unable to verify the accuracy of the information, yet informed the credit bureaus that they investigated the dispute, as well as being unable to provide documentation to the consumer, they are in violation of the FCRA, section 623.
Company Response: Closed with explanation

Timely Response

2019-03-21

Manhattan, NY

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

2019-03-21

Brentwood, TN

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/2018 I set my Capital One card up for automatic payments. At the end of XXXX the payment was not made. I called customer service and they explained that it was due to the automatic payments being set up and that the payment in XXXX would come out automatically for XXXX and XXXX. The end of XXXX comes and I get an alert from the credit bureau that I have an account 30 days pay due even though the automatic payment had just been made that covered XXXX and XXXX. I was never charged a late fee. I contacted customer service about it and they said they never considered it late, bit the system automatically reported a 30 day late payment and that there was nothing they could do as they don't have those issue anymore due to the laws being changed and that I would need to dispute directly with the bureaus. I disputed with the bureaus several times with no result.
Company Response: Closed with explanation

Timely Response

2019-03-21

Chantilly, VA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-03-21

Canyon Cntry, 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

2019-03-20

WA

Problem when making payments

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

Problem during payment process
Complaint: - XX/XX/2019, New credit card approved. - online banking started to occur around 2nd week of XX/XX/2019. Unable to view CC account information but the card was working. Advised to use the card normally. Capital one rep suggested there was some problem with the account information and they would get it fixed within 72 hours. - XX/XX/2019 : Called to check on the problem. Was thrown around to many reps. Final results showed that they found 2 names on my account with the same SSN, causing the system to crash. Suggested to call back and tried again. Was unable to access account statement but able to request the statement manually sent to my account, but Capital one was unable to help with payment. - XX/XX/2019 : Called again for payment, Cap1 unable to pull out payment screen so unable to pay. Suggested to send paperwork for name update in their system, with ref case no # XXXX. Files uploaded and was told someone would call back to confirm and it would take about 72 hours. - XX/XX/2019 : Called again to try to pay, system was not working again. Payment was due but Cap1 unable to process. They claim " could not find the CC account in their system '' - XX/XX/2019 : Called again to check on file submission progress. Talked to supervisor with ID # XXXX she mentioned the case # received earlier was not valid and still need documents uploaded. New case # issued as XXXX. She said will check back with me next day to confirm. - XX/XX/2019 : File uploaded at around XXXX. No follow up calls so far. Bill still can not be paid and will be overdue by now. I just want to pay the full amount and close the account.!!
Company Response: Closed with monetary relief

Timely Response

2019-03-20

Marina Del Rey, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-03-20

Long Beach, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-20

Mckeesport, 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

2019-03-20

Bridgeport, CT

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response