CAPITAL ONE FINANCIAL CORPORATION
Consumer Complaints
There are over 39408 complaints on file for CAPITAL ONE FINANCIAL CORPORATION. Dated between 2019-12-11 and 2011-12-01.
Complaints Page 225
2019-03-20
Smyrna, TN
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 and XXXX. 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 and XXXX with no successful resolution. XXXX and XXXX reporting me late. There was definitely an error on their part. I was never 30 days late.
Company Response: Closed with explanation
2019-03-20
Decatur, GA
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Closed with explanation
2019-03-19
Sioux Falls, SD
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2019-03-19
Medford, MA
Closing an account
Checking or savings account: Savings account
Can't close your account
Company Response: Closed with explanation
2019-03-19
Rochester, WA
Took or threatened to take negative or legal action
Debt collection: Credit card debt
Sued you without properly notifying you of lawsuit
Company Response: Closed with non-monetary relief
2019-03-19
Discovery Bay, CA
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I attempted to rent a vacation home over the 2018 holiday season in XXXX XXXX California. The home was listed on XXXX and ended up being a scam. Unfortunately the police couldn't help and also let us know that this was becoming a problem. The person that I was dealing with had a legitimate bank account with Capital One Bank. I attempted to verify this person in one of Capital One 's Bank branches but they only have teller machines and no actual live bank representatives to verify anything. This individual had a bank account that was verified by Capital One Bank who enabled this person to not only use the bank for fraudulent activity which I would call wire fraud across state lines or possibly international. Capital One Bank declined to do investigate at all and rejected XXXX XXXX ( my bank 's ) request for return of funds based on fraud. See attached letter which included everything. Also, a police report is available as well. Capital One Bank takes no responsibility and is enabling this criminal behavior to persist. I have not way to talk to them and find a resolution. They refuse to acknowledge the problem and just direct me to their website which is designed to deflect any blame or ownership. The police are helpless as well and have no authority on this type of crime. People are using these banks to conduct fraud at a rapid rate and the banks are a party to the crime. we need help!!!
Company Response: Closed with explanation
2019-03-19
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
2019-03-19
Louisville, KY
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Company Response: Closed with explanation
2019-03-19
NJ
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: I had opened a Capital One MasterCard credit card about two years ago. On XX/XX/XXXX, I decided to apply for a new credit card due to a promotional bonus and also needing a Visa CC for Costco Gas. The credit card was approved and days later, my existing card was restricted. No email, call, text, or notification. After calling in several times XXXX and XXXX, was told I had to complete a verification that my social security number belonged to me before both of my accounts could be unrestricted ( Form SSA-89 which is Authorization for the SSA to release social security number verification ). Note I have joint savings and checking accounts with my husband at Capital One with thousands in deposits as well.
I receive this form in XXXX ( now 1+ month later ) and sign and send it back. XX/XX/XXXX and they have not received the form accordingly to them. No clear answer as to what's happening at this point, only that they need the form signed to verify my SSN belongs to me. Capital One resends the letter and provides me with an emailed link to upload a copy of the XX/XX/XXXX letter I had mailed. Apparently the copy I uploaded did not suffice as it needed to be signed within 30 days ( even though the form states the consent is valid for 90 days ). I used the link to also upload my passport, green card, social security card copy, XXXX IRS tax transcripts, NJDL, gas bill, cable bill, and documentation from XXXX, all of which support my name, address, DOB, and SSN ( my full identity ). This is now in XX/XX/XXXX.
Beginning of XXXX ( about the XXXX ), no response, call, email, or text from Capital One still. Sign on to online banking and see that now BOTH of the credit cards are closed. I've now called in over 15 times and spent countless hours on the phone trying to rectify the situation. I even offered to go to a Capital One branch to show my identification in person to verify my identity. I've gone above and beyond to prove my identity and even continue to have no issues with my existing Capital One deposit accounts and over 5 different banks I also use. I call in and am told my credit card is closed and the fraud department was unable to verify my name matches with my social security number. A representative offers to assist me by personally handling the matter and to this day, I have not had a response from her. She simply stated my name does not match my SSN per the social security administration information they received. I asked her to confirm they ran the name and number correctly. No response as of yet on this. She asked me to go to the local social security office, which I did about a week later to request a letter validating my SSN belongs to me as Capital One recommended.
The SSA states they do not provide letters as my SSN belongs to me and my SS card is my proof of this. I've already provided this to Capital One. I call in and advise the same. I also ask for a new link to upload additional supporting docs and ask for the same rep that assisted me to please call me back. Multiple calls asking for her to call me back have gone unanswered. I received the link ( still XX/XX/XXXX ) and uploaded additional supporting documentation, including mySocialSecurity website printout showing I'm enrolled and that my SSN, name, and address all correspond to the information Capital One has received from me. I also uploaded my XXXX tax refund that I'd just filed with my husband in its entirety along with the XXXX from my employer. Not my direct deposit goes into the Capital One checking account that is STILL opened to this day. How is it possible that Capital One will close out my credit cards because " my social security number doesn't belong to me '' but leave my deposit accounts opened where I have thousands of dollars deposited?
This is terrible business practice. Seems to be more convenient to keep my deposits when it benefits them. Note I also have NEVER made a late payment or carried balances, which ALL of the reps I spoke to confirmed as well. There were no prior issues at all with the account. to this day ( XX/XX/XXXX ), Capital One has not responded at all to my inquiries. Every time I call I'm told the documentation I provided is still being reviewed. I had even uploaded my a new picture of my social security card and the supporting documents ( passport, driver 's license, green card, tax transcripts, etc ... ) back in XX/XX/XXXX. I have never been so ashamed and embarrassed to have to " beg '' for assistance so many times. Terrible, terrible customer service and follow-up. No accountability whatsoever. After bringing Capital One so much business over the years ( and I still have a banking relationship with them as does my husband, who has 3 credit cards actively being used and in good standing - one of which I'm an authorized signer on, ironically ), this is how they treat me? Truly disappointing and unacceptable.
If I was impersonating someone, why would I continue to " expose '' myself by submitting so much supporting documentation supporting my identity? Why would I volunteer to go to a Capital One branch to show face and verify the original documentation in person? Why hasn't Capital One accepted me going in person to verify my government-issued identification? There are so many disconnects that I still can not believe this is happening today.
I even emailed the CEO last week and to this day - no response. At this point, I don't even know what to do to try and get a straight answer. There is just no customer service. Capital One has NEVER sent me any correspondence whatsoever related to my accounts being frozen or eventually being closed. They REFUSE to assist me and provide customer service. I am STILL a customer and continue to have thousands of dollars in deposits with them under MY NAME with MY SSN, which they say does not belong to me and as a result closed out my two credit cards? This doesn't make sense. Someone or multiple individuals are not doing their job. These are unfair business practices that are taking place and bad customer service, which shows they truly do not care about assisting their customers and only continue to provide the services that truly benefit their bottom line, in this case, thousands in deposit balances.
Company Response: Closed with non-monetary relief
2019-03-19
Miami, 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
2019-03-19
Cleveland, OH
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Company Response: Closed with explanation
2019-03-19
Palos Park, IL
Closing an account
Checking or savings account: Checking account
Company closed your account
Complaint: Dear Sir or Madam, I have been a loyal Capital One customer since about XXXX. I hold the following accounts with Capital one 1. CD 's 2. Checking 3. Savings 4. Money Market.
All my accounts were closed Monday, XX/XX/XXXX via email stating the following.
Well be closing your account ending in XXXX on XX/XX/XXXX, because principal owner ( s ) have past, present or pending legal action.
Remember, when you opened your account, you agreed to the disclosures reserving our right to close it at any time, for any reason.
Since were closing your account, youll need to : Stop writing checks from this account immediately.
Re-direct any automatic debits and/or direct deposits.
Also, you wont be able to open any new accounts in the future.
You can close your account before XX/XX/XXXX if youd like. Otherwise, well close it and forward your money to a linked external account if you have one. If you dont have a linked account, youll receive a check in the mail within 10 business days from closing at the address we have for you on file.
If you have any questions, please stop by a Capital One location, or give us a call at XXXX-XXXX-XXXX-XXXX ( XXXX-XXXX-XXXX-XXXX ) from XXXX XXXX. to XXXX XXXX. ET any day of the week.
As a follow up I did call Capital One and after being shuttled from department to department was finally advised that Capital One has made a management decision to cease ANY/ALL business relationships with me and will be furnishing NO details on why they have come to making this decision.
I do not have any outstanding legal or court cases and would much appreciate your help with getting the details on my account.
Company Response: Closed with explanation
2019-03-19
Brooklyn, NY
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Card opened as result of identity theft or fraud
Complaint: CAPITAL ONE BANK USA NA Closed : XX/XX/XXXX {$910.00} Closed Overview You're currently using XXXX % of your account 's limit.
Balance {$910.00} Credit limit {$500.00} Minimum monthly payment {$0.00} Opened XX/XX/XXXX ( 2 yrs, 3 mos ) Payment History Last payment XX/XX/XXXX Current Payment Status In Collections/Charge-off Amount past due {$910.00} Worst Payment Status No Info Account Details Account status Closed Type Credit Card Responsibility Individual Remarks Charged off as bad debt Account information disputed by consumer, meets FCRA requirements Times 30/60/90 days late 0/0/0 Closed XX/XX/XXXX this card was in my name but not me from what I see they can't find me under my social security number my last 4 digits is XXXX I'm pretty sure that's not what they have so that can't be me this has to be some kind of fraudulent account opened in my name
Company Response: Closed with non-monetary relief
2019-03-19
Bakersfield, CA
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt is not yours
Complaint: Back on XX/XX/XXXX, I noticed there was an account on my credit report which I did not recognize. It was a collection to XXXX XXXX for {$9000.00}. Upon closer examination of the account, it said XXXX was collecting a Capitol One Credit Card balance for the aforementioned amount. I have never had a Capitol One Credit Card.
I disputed the account with the credit bureaus because I was sure this was a case of mistaken identity or the account was on my report accidentally. Once I received my results recently I was surprised to see the bureaus had verified that this debt was mine. I know this is impossible because again I have never had a Capitol One Credit Card. Today I attempt to call XXXX XXXX directly and try to reach a collector. Once I get to a collector, they tell me that there is an attorney on file. They won't allow me to speak to them unless I send them a letter in writing saying I am revoking the attorney on file. Because I've never had an attorney, and because I've never had a Capitol One, I know this account is not mine. Unfortunately they don't care. I can't even speak to a collector to get to the bottom of this account unless I revoke an attorney who I have never hired. I also don't want to revoke an attorney for the individual this debt does belong to. It might actually mess him up. I am now asking that you help me in this because at this point, short of suing them, I don't know what to do.
Company Response: Closed with explanation
2019-03-19
Las Vegas, NV
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: On XX/XX/XXXX, I made a purchase with XXXX XXXX for {$4900.00}. After receiving the shipment, I filed a dispute with my credit card bank, Capital One, regarding the purchase that was in a damaged tampered condition. A Capital One phone agent advised me that by mail Capital One was requesting further information from me, regarding proof of return of the item, in order to provide a refund. This letter was to be sent out and received by the first week in XXXX. I had not received this letter by the expected date. I contacted a Capital One phone agent on or about XX/XX/XXXX and advised them that I had not received the letter with the information needed to continue my credit dispute. I spoke with the same Capital One agent and they said that they would send out another copy of the letter. On XX/XX/XXXX, a letter was received, from Capital One, { attached }, which stated. " Dear XXXX XXXX, Here 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$4900.00}. We reviewed your request and found that we already responded. Enclosed are copies of that correspondence for your records. If you have any questions, please give us a call at XXXX. We're available from 7 XXXXXXXX to 1 XXXX Et, seven days a week. Sincerely, Capital One Transaction Support Center. '' At the bottom of the page It's states " PAGE 01 OF 01 '' The Capital One agent did not include the " copies of that correspondence ''. I have also attached a photo of the envelope that the letter was sent in.
After receiving this paperwork, I called Capital One and advised them that they had not sent me the complete letter or the request for documentation to finish my dispute. Because the time to respond was running short and I still did not have the letter on my person, the gentleman on the phone advised me that I just needed to upload proof of the returned shipment, and provide a statement of some sort. I provided proof that the item was returned to sender. { Attached } and gave these documents to Capital One.
I received a letter from Capital One on XX/XX/XXXX stating that my response, " lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim because : We can only request a credit from a merchant if we can document how the merchant violated an operating guideline. '' I called Capital One, and was told that they closed out the dispute, and because they closed it, it can not be reopened, as the time period had expired. I asked why it was closed out. The agent advised me that the XXXX tracking information was not proof of return enough, because it did not show the actual return address. It simply stated " Returned to Sender ''. She stated that these requests were spelled out in the letter that they sent out to me. I never received the letter and this information was not relayed to me by the previous phone agent. At this time, I do not have the shipment, as it has been returned to the seller, and I am indebted to Capital One for this amount.
I called Capital One and spoke with an escalated supervisor and explained to him how I was not provided the documentation that requested, SPECIFICALLY that the item needed to be returned to a certain address and that I needed to provide proof of delivery to this specific address. He argued that a letter that they sent to me included all of this information and a return label and RMA. I advised him that I did not receive the first letter and that I requested that a duplicate be mailed out. He stated that he shows in his system that a duplicate letter was mailed on or about the XXXX of XXXX and that it was supposed to include all of the documentation necessary to properly respond to the dispute. I advised him that the letter I received referenced the prior letter but did not include all of the information, and that the information that the phone rep gave me regarding the return instructions was inadequate. The supervisor stated that this correspondence was supposed to be 8 pages long. I stated that I received a 1 page correspondence. I stated, because Capital One messed up and did not mail me the full letter that I needed that they are at fault for this failed dispute. He stated that his system says the letter was mailed out and he has no way of tracking down what was actually mailed. He stated that if Capital One did not provide the documentation, that Capital One would be liable for this failed dispute and would reverse the transaction at their cost. He stated that he doesn't have the authority to reverse this charge at his level, as his resources are limited. After speaking with him, another agent sent this grievance up to their " Special Cases '' department, which has this authority. This referral happened weeks ago and I have called to check on the status and have been told, " They are still working on it. '' Meanwhile, this debit is still on my statement and I am liable to pay interest if it remains on the balance.
I have provided the CFPB with the letter, mailed on XX/XX/XXXX, which will prove that Capital One committed a mistake and should refund the full amount and remove the charge from my account balance. I have provided the letter showing " PAGE 01 OF 01 '' and photos of the original envelope that COULD NOT possibly hold 8 pages without a tinge of distortion. I ask that the CFPB hold Capital One accountable for their clerical mistakes and have them provide a refund to my balance. Thank you for listening.
Company Response: Closed with explanation
2019-03-19
Columbus, OH
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
2019-03-19
St Heights, MI
Written notification about debt
Debt collection: I do not know
Didn't receive notice of right to dispute
Company Response: Closed with explanation
2019-03-19
OR
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: What is this complaint about : Capital One closed my mileage credit card account because they say someone else called them to say the account was fraudulent. Their initial process was to verify my identity and then open a new account and transfer the mileage earned into that account. They now say they will not do either.
What kind of problem we are having : Capital One refuses to give us any information on their investigation and has not sent us any letter or documentation regarding the closing of the account.
What happened : They have closed my account and taken the XXXX miles I have earned.
Company : Capital One Venture Card Who are the people involved : Capital One fraud department and XXXX & XXXX XXXX.
Details : I applied for and received a Capital One Venture Mileage Card in XXXX, XXXX. They had a promotion whereby, if you purchased {$5000.00} or more within a 3 month period, you would receive XXXX bonus miles. I was approved and started using the card mid-XXXX. In XXXX I added my wife as an approved card holder.
We made 3 payments since the account was opened which can be seen with the attached statements : File : XX/XX/XXXX Statement. For the period XX/XX/XXXX through XX/XX/XXXX we made {$1000.00} in payments and XXXX miles.
File : XX/XX/XXXX Statement. For the period XX/XX/XXXX through XX/XX/XXXX we made {$5200.00} in payments and earned our XXXX bonus miles which gave us a total of XXXX miles.
File : XX/XX/XXXX Statement. For the period XX/XX/XXXX through XX/XX/XXXX we made {$890.00} in payments and a total of XXXX miles. Since the XXXX statement did not show mileage earned, we have attached a screenshot of our account as of XX/XX/XXXX showing the mileage and the amount owed. File : XXXX Statement Mileage.
On XX/XX/XXXX, I was going to make another payment but could not access our account. There was a message like : there is a problem with this account, try back later. Later that day the website showed th same message so I called customer service and was sent to the fraud department. They explained that someone, claiming to be me, had called and said the account was fraudulent and therefore Capital One closed the account as of XX/XX/XXXX.
After I explained that I had not requested the account to be closed, Capital One sent an email asking for documentation to prove that I was the owner of the account. Capital One stated that, once verified, they would open up a new account and the miles I had earned would be put in that account and new cards sent. Attached is a screenshot of the email to us. File : XX/XX/XXXX email from Capital One asking for documentation. CASE NUMBER : XXXX.
Rationale for closing account as stated in this call and the next 4 calls : They had a recording of someone, claiming to be me, saying this was a fraudulent account. They refused to let me hear this recording even after we had proved we were the owner of the account on XX/XX/XXXX.
They said that this person had enough information about me to get past their screening questions. They mentioned it could be identity theft but could not tell us for sure.
They said they had to, by law, close the account as fraudulent since I had requested it to be closed.
Further they stated that : They did not call or email the contact information on the account. When asked why, they stated they believed that everything on the account was fraudulent. In a later call they also stated that they did not need to contact me since I had closed the account.
They would not say what other investigations they had performed to determine the account was fraudulent. They could not explain why 3 payments would have been made on a fraudulent account.
A letter would be sent explaining their process, which has not been received to-date.
I have not received any communication from Capital One to-date.
On XX/XX/XXXX, I sent in the documentation that was requested to the secure link they gave us : Copy of my social security card front and back Copy of my drivers license front and back Copy of a bank statement showing my address Attached is a file of my letter that I sent in with the documentation. File : Fraud Letter.
On XX/XX/XXXX, I called the fraud department to make sure they had gotten the file since I had not gotten confirmation. After checking with fraud management, Capital One said they have the files and that it will take a couple of more days to get our account up and running.
On XX/XX/XXXX, I called the fraud department to get a status update since it had been longer than a couple of days. After checking with fraud management, Capital One said that the Fraud Investigation Team just needed to sign-off and said that would be in a couple of days. I asked to talk with them directly and was told that was not allowed but that I could request a call from them. I requested this call and was told the turn-around was 24-48 hours for the call back. I did not receive a call back.
On XX/XX/XXXX, I called the fraud department since it had been longer than 48 hours. I was re-directed to another part of the fraud department - to XXXX ( ID # XXXX ). She stated that the account was closed for good, that the miles I earned I would not get back, and that the {$2000.00} currently on the statement would be charged-back to the merchants. She stated that I did not have to pay the outstanding balance. In order to get a new account we would need to re-apply.
After a heated exchange where she would not transfer me to her manager or give me any information regarding their decision, I requested a call from her manager. She said she would request the call and to expect the call within 24-48 hours. We did not get a call. XXXX then hung up on us after my wife informed her she had been recording the last part of the conversation. Here is the recording : XXXX XXXX XXXX XXXX In this conversation we also made it clear that all charges on the statement were legitimate charges.
Also on XX/XX/XXXX after the above conversation, I decided to pay the outstanding balance so that Capital One would not chargeback merchants for legitimate charges I had made. File : Payment.
Note : I was able to access my account online after XX/XX/XXXX. The card was being declined but I still had access to statements and payment options which seemed odd for a fraudulent account. As I stated earlier, I made a payment to clear the account.
On XX/XX/XXXX, I received a letter from XXXX stating that Capital One had initiated a fraud alert. They letter was dated XX/XX/XXXX. The letter stated : Re : CAPITAL ONE BANK USE NA, XXXX XXXX XXXX, XXXX XXXX XXXX, UT, XXXX PH : XXXX We want to make you aware that the above company obtained your credit report in what was deemed a fraudulent application. As a result, XXXX has deleted the inquiry from your credit report.
I called XXXX and placed a fraud alert on our credit report and they were notifying the other 2 reporting companies.
Resolution : I feel we have been defrauded by the loss of the XXXX miles. It seems clear to me that Capital One is lying about the reasons the account was closed.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OR XXXX XXXX XXXX XXXX
Company Response: Closed with explanation
2019-03-19
Irvine, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Public record information inaccurate
Company Response: Closed with explanation
2019-03-19
Written notification about debt
Debt collection: Credit card debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2019-03-19
Staten Island, NY
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Company Response: Closed with explanation
2019-03-19
Oceanside, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Privacy issues
Company Response: Closed with explanation
2019-03-19
Briones, CA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with explanation
2019-03-19
NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Capital One has, again, not responded to requests about a matter regarding FEMA payouts. I submitted a complain already about {$22000.00} and {$7500.00} that were not paid to me. Capital One finally rectified the situation after I submitted a complaint here. I followed up with Capital One to give them an opportunity before I filed another complaint. They did not respond. Another FEMA check was issued on XX/XX/2012 for {$30000.00}. This amount was deposited with Capital One and they did not release the money to me when I paid off my mortgage. It is unfortunate/convenient for them that they did not discover the missing {$30000.00} when they investigated my prior complaint.
Company Response: Closed with explanation
2019-03-19
Escondido, CA
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