CAPITAL ONE FINANCIAL CORPORATION

2019-02-20

Oxford, GA

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: A credit card was open fraudulent in my name with capital one ending in XXXX. Capital one is reporting fraudulent activity on my credit report and refusing to do a thorough investigation. My identity was used to open a credit card at capital one bank while i was out of the country. I need capital one to take responsibility and accept that they didnt take the necessary steps to protect my identity and avoid fraud. I want the fraudulent account deleted. I have attached documents of when I was out of the country, a copy of the police report and a letter from my bank for the fraudulent payment made.
Company Response: Closed with explanation

Timely Response

2019-02-20

Bronx, NY

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with the interest rate
Complaint: I purchased my car new in XX/XX/2014. I was in immediate need of a car. The payments were always high ... .but the need was great. I had to commute to work. I have tried several times for a change in interest rate or a refinance. When I make a payment almost half at times goes to interest. The principal barely moves. the car new was market price of approximately 22k. I now owe XXXX more on the car. I still make the monthly payments with much going to interest. I feel as if I walk away ... I am the XXXX. My credit score tanked because payments to them have been so difficult because my financial situation had changed. This bank is the worst. I get calls and they will say to me ... Is the tow truck in front of your house? They once took my car when I had made arrangements to pay them. I told them my checks come at the end of the month. They took the car right before the date. ' Capital One bank is predatory in nature.
Company Response: Closed with explanation

Timely Response

2019-02-20

Dexter, KY

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 been a customer of Kohls for many, many years. With as many children as I have there arent many places that I can go and know that I will be able to clothe all of my children and do so without spending a fortune. I am writing to respectfully request a reversal of a report from Kohls on my credit report. My husband and I have XXXX children and we are in the process of selling our home and finally being able to upgrade to a larger home that is more convenient, appropriate for a family our size, and in a much safer neighborhood with amazing school districts for our children. While applying for our mortgage a few weeks ago we were notified of a 30 day late notice on my Kohls charge account. This, of course, was very alarming as I have always tried to make sure all payments were made within the month due, admittedly they were not always made on the exact due date, but in my many years of being a Kohls customer, even in the midst of filing Bankruptcy 2 years ago, we never missed a payment. This was an absolute mistake on my part and is no ones fault but my own. In XX/XX/2018 I logged on to make my payment and paid {$85.00}, which, I was sure, was more than the minimum payment due for that month. Apparently I was incorrect and the minimum payment was actually {$86.00}. I never received any notice that I was still behind on my payment, through e-mail or telephone, so I had no idea that I had underpaid. Honestly, who would under pay by {$1.00} knowing the penalty is so much greater than that!? Cut to the first week of XX/XX/XXXX I get a call from Kohls charge that I had not made my XX/XX/XXXX payment. I looked in my checkbook and I had written down the payment in my check register, but when I logged on to my checking account it was obvious that I had never actually made the payment. I apologized profusely to the woman on the phone and she allowed me to make my payment for XX/XX/XXXX and XX/XX/XXXX while on the phone with her and was courteous enough to wave all late fees that had incurred by my mistake. For that I was very grateful, and let her know as much. Even while on this phone call, the sweet lady never let me know that I had also underpaid in XX/XX/XXXX or that I would be getting the 30 day late report on my credit. When my mortgage company called to explain that we would be unable to get the loan because of the 30 day late report I called Kohls customer service right away. It wasnt until this phone call that I was made aware of having underpaid in XX/XX/XXXX. Of course, the sweet customer service lady was unable to help and kindly transferred my call to a supervisor, who was less than nice, and who told me that what I was asking him to do was illegal and, in summary, told me I should be ashamed for even asking. To be honest, I am ashamed. Ashamed that I made 2 careless mistakes, 2 months in a row no less, and that is what has caused my family and I to be unable to move on to our dream home where we can finally be in a decent neighborhood with an amazing school district to raise our babies in. I have spoken with several people who have all said that it is not illegal in the least for a credit company to feel sympathy for a customer and to reverse a negative credit reporting. I am very respectfully requesting to have the kind of sympathy that would allow my family and I to be able to move on from this nightmare mistake that I made and to be able to live happily in our new home with enough room for my children to run and play without fear of the terrible neighborhood that ours has unfortunately turned into. Please find it in your heart to reverse this report that was made
Company Response: Closed with explanation

Timely Response

2019-02-20

Lewisville, TX

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
Company Response: Closed with non-monetary relief

Timely Response

2019-02-20

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-02-20

Jackson, AL

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-02-20

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-02-20

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-02-20

Hinkley, CA

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: Capital one ( XXXX ) XXXX I had a fraudulent transaction made on my account made in Monday XX/XX/XXXX at a XXXX store for {$140.00} and I received an alert on my phone App. I immediately reported it to the credit card company and told them that I was at work during that time and somehow there was a fraudulent activity on my account. They told me not to worry about it that my account was 100 % fraudulent protectected against unauthorized transactions and they removed the charge on XX/XX/XXXX. Then I received a letter that the investigation was closed and that they had determined that I was not liable for the fraudulent transaction. On XX/XX/XXXX XXXX rebilled the {$140.00} and said that pretty much they changed their mind and spoke to supervisor ID XXXX and said that they are holding me accountable for that transaction. I said if that I am not willing to accept responsibility for a transaction that was not made by me. She said that I couldnt do anything else and that I have to pay that unauthorized transaction.
Company Response: Closed with monetary relief

Timely Response

2019-02-20

Greenville, SC

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-02-20

Ft Belvoir, VA

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 was one of the victims that got scammed from a scamming online education " mentorship '' business, call " XXXX XXXX XXXX XXXX " Ive used 4 different credit cards to pay for it. Capital one is one of them. Ive Prepaid for all my products/serives. However, this Merchant shutdown their online training/coahcing sites, Everyone went disappeared. All my products/services no longer exist and i will never have them. I had done everything as guided before I had to do the disputes. I first called Capital one, then I wrote them a detailed letter provided and explained my case. Ive done the same for all other credit cards as well. ( All these other creditors have given me permanent credit back already as im writing this ). First Capital One gave me a temporary credit, then a month later, they took it back, and said because they got a response from the merchant ( I was told on the phone, doesn't matter the merchant is right wrong, good or bad ). I called and asked if anyone in the dispute team ever even read my letter, and look in to the merchants response?? because all the info that the merchant responded with are all irrelevant to the very reason I dispute. I also called and talked to someone to make sure and again and again explained my case. The people who answered the phone seemed to understand my case..my story at the time, seemed to feel sorry for me..but everytime..they have no authority to do anything..they can only forward my case to someone in the back office. Then weeks later, i got a letter said nothing about my response to the merchants response. The letter denied me and said they never got my documents ( as i never sent them. Denied me also bc they " found no error on the charge ''. I called again, telling them ive got proofs here that ive sent all those documents in, not once but 2,3 times..sent more than what theyve asked and needed from me. Then i wrote them another letter again..send in all documents again, very very frustrating.. I also called again, talked to someone name XXXX ( hes a mg of the dispute team, I requested to talk to someone higher ) XXXX was very listening..and he kept apologizing to me for all the mess his team putting me thro and said he couldn't see why my case wasn't favored on my end bc obviously i should have won the case based on all the documents ive provided and my letter..he took some time to read into it..but then again, even hes the mg of the dispute team, he said he had to " escalate '' my case to someone in the back office to determine. and he told me not to worry, things will be ok for me soon..give him 5 days to work on it.. 3 weeks passed, i didn't get a letter, a call nothing from capital one. So i called and found out..yes XXXX did forward my case to " escalate '' it, but then its just sitting there..noone ever gave me an answer, or even know why..then i asked to speak to a mg, then i got one.. but this one, oh lord..hes something else..he came up w many other different excuses to why my letter was denied. He even said its because i signed the contract where it says, i take all risk ..I kept explaining to him, thats about the Income Disclosure, has nothing to do with the reason for my dispute. but doesn't matter what i said..he kept on and on about that.. it was like he talking to me as im 3 years old and cant read or he doesn't even care to read my letter. They always say they read but i dont think they care. I feel as if ive been being treated as a criminal instead of the merchant whois scamming people including me. Everything has happened w my case looks like capital is just throwing me non sense excuses to defend the merchant but protecting me, helping me who are their customers. I feel discriminated. I have many colleagues, and myself that already have gotten permanent credits back from all other creditors, but capital one! i feel discriminated and the way capital one 's dispute team been treating me is like they have violated my consumer right as well. Im asking CFPB to look into my case and make thing right for me. Its been 5 months ive been dealing with this. its pain for people like me. we've lost so much from being scammed by these merchants, then being treated like this by our bank is something un-human. Ive attached : 1 ) my first dispute letter, 2 ) contract/agreement 3 ) my response letter to the merchant 's response + some note on Merchant 's response doc 4 ) capital one last letter to me ( makes no sense everything they said in there ) 5 ) proofs of permanent credits from a few other creditors 6 ) receipts, srceen-shots of other docs supporting my case.
Company Response: Closed with monetary relief

Timely Response

2019-02-20

Baytown, TX

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

2019-02-20

Itasca, IL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: Capital one has been calling all most every day to call them back. went on their chat line and talked to a rep he said call back when I had phone # he said my CC account was up to date and no problems. That was the only account I had. Next day went back on chat line they said I had 2 other accounts under my name with their collection/recoveries dept and told me to call XXXX. Called on XX/XX/18 nothing was opened I had 2 account closed with a bankruptcy. I gave her the number she said call the do not call registry and register which I did on XX/XX/18. Now this number XXXX XXXX has called every day and left a message for a long time. I thought they wanted to raise my current CC limit. plus my answering machine was not working for about 3 week so I just did not respond. But then they just kept calling so I went online
Company Response: Closed with non-monetary relief

Timely Response

2019-02-20

Nyc, NY

Fees or interest

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

Charged too much interest
Complaint: Please forward my complaint / issue to all relevant, state/ local and federal agencies Thanks I don't have a working printer etc so please do as I have asked You since I am out of work and broke etc.. THIS is a complaint against capital one credit card I have three accounts with them XXXX XXXX XXXX XXXX ( 4 minutes ago ) to investor.relations, Investor.Complaints when You call XXXX XXXX XXXX ( You can't thru to anyone for at least an hour and then they have no ability to help You out in any way shape or form so I will not use that # for anything except if we are dealing with id theft and that is why I have a contact person and want certain things for my wasted time which the company does by design and that is all well and good as long as I get compensated etc. for my time etc.. ( I will give You the last 4 digits on each of my cards which I don't want to lose the use of and the issues involved with each of them ) all agencies that I will contact here I request that they forward my issue to all relevant state/ local and federal agencies and as for capitol one get my issues/ complaints to the correct person in the ceo 's office I am dealing with XXXX EMPLOYEE ID # XXXX AT XXXX XXXX XXXX PIN CODE # XXXX AND DIR EXT # XXXX XXXX ( I like her and I want to help her help me out that is what this letter is all about ) I am writing to XXXX consumer affairs, the ny state attorney generals office and the virginia attorney generals office as well as capitol one! I am out of work and need help to maintain my accounts but to also pay bills for card ending in XXXX I need the interest free period extended to XX/XX/19 and I wanted {$200.00} for my time THE LADY GAVE ME {$100.00} I still want the other {$100.00}. for card ending in XXXX I have a dispute for {$7.00} that needs to be handled and the last 3 statements ( including the one that was ready saturday XX/XX/19 ) that have interest charges that I need reversed as well as making this card interest free until XX/XX/19 as well as {$200.00} for my time. for card ending XXXX the lady was kind enough to lower my interest charges but I need the interest to be waived until XX/XX/19 and {$200.00} for my time and the interest charges from the last 2 statements as well as the statement that will be printed out in a week or two to have that interest charge reversed as well I realize that the bank is entitled to make money but sadly I am broke and can't afford to make them money right all I can hope is good will and that they improve their customer service ( The lady I am dealing with is great but THE regular customer service needs to be improved as well and if the bank loses money from my complaint they will better staff the customer service line! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX TEL # XXXX XXXX XXXX I repeat that I am doing this to help out my situation and and I don't want to lose my 3 three credit cards! from : XXXX XXXX XXXX, XXXX date : XX/XX/2019, XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-02-20

FL

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: Capital one took an unauthorized payment of {$1600.00} out of my bank account on XX/XX/2019. Capital one admitted to my bank, XXXX XXXX, and asked for a letter to return the funds to my account. Now they are saying they will not give the money back after admitting the payment was unauthorized. Capital one contacted my bank on a 3 way call numerous times on a recorded line and admitted that the payment was unauthorized. This has happened 3 or 4 times to my account because capital one has no security and let 's anyone call and make changes to the account. I had a password but capital one removed it.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-20

Liverpool, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: This company and I have been going back and forth for years and we can not get it together I was a victim of identity theft.This account was opened up in a state I never lived.And also a address I have never been associated With.I opened a dispute this this company and nothing happened so we came up with a agreement That I would pay XXXX dollars to settle this debt so we can move forward I still told them I did not agree the debt was mines.In return I was told by them that this account would be deleted from my credit file.That was almost 2 months ago and nothing has changed on my XXXX Credit file.I want to get this behind me As soon as possible.
Company Response: Closed with explanation

Timely Response

2019-02-20

Eastchester, NY

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

2019-02-20

Bentley, MI

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: I have perfect credit ( attached a copy of their own furnished report ) and use my card and make 1000s of dollars in payment each month to my card. I've asked Capital One to increase my limit multiple times and they refuse to refuse my financial information but rather point me to an online system that continues to deny my request with unclear reasons ( as attached ). I am financially capable of making whatever I charge in a month and have exhibited that with my credit card and others. I'm against opening another line of credit as that could impact my credit age. Attempts to get Capital One to understand that their system gives me errors has gone unanswered.
Company Response: Closed with explanation

Timely Response

2019-02-20

Hinsdale, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I ordered a case of algae oil from an online company last year. They sent me a package that was damaged and they said they filed a claim to get my money back with XXXX. I have emails between XXXX that prove they didn't do this, although, the owner says this was done over and over. Since I was out almost XXXX dollars, I waited for the claim to go through and since XXXX said the owner didn't do it, I filed a dispute with Capital One. They have closed the account stating they find no error, taking none of the information I have supplied into account, including the fact that XXXX has confirmed that the shipper didn't file a claim. This is a clear and legitimate case for a dispute to be found in my favor and what Capital one is doing is not ethical or maybe not legal. Here is the conversation with XXXX, they can't give me too much information since I am not the shipper but you will get the idea. Dear XXXX, Thank you for your reply. I am sorry you still have problems with this package. But, I can't get you a supervisor for 2 reasons. One, you are the receiver of the package and Second, we don't handle investigations though this channel, any supervisor within this department will tell you the same exact information. I have to apologize, e-mail is not a valid channel to open a Damage claim or Follow-up a Damage claim. Receiver 's are advised to contact the shipper and shipper 's are advised to contact the investigations department. I hope this information is helpful and hope you can get the resolution you need to solve your legal concern. Sincerely, XXXX XXXX. XXXX Customer Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2019 XXXX XXXX To : XXXX Subject : [ EXTERNAL ] Re : XXXX - Tracking/Tracking Information [ ref : XXXX : ref ] I need a supervisor, please. You are being evasive and this is now a legal concern, The shipper says she already sent the documents to you. On XX/XX/2019, at XXXX XXXX, XXXX CUSTOMER SERVICE <XXXX> wrote : Dear XXXX, I apologize that I am unable to process your request for this matter. I would recommend that you let your shipper know about this request so that they could make the necessary arrangement to authorize this information. Sincerely, XXXX XXXX. XXXX Customer Support ref : XXXX : ref Dear XXXX, Thank you for your e-mail. Due to confidentiality guidelines I am unable to provide claim information to a receiver or third party. XXXX finalizes all claims with the shipper. For information about this claim, please contact the person or company who shipped your package. If the shipper has any questions about the claim, please ask them to contact us directly. Sincerely, XXXX XXXX. XXXX Customer Support ref : XXXX : ref Dear XXXX, Thank you for your email. I am sorry to know that the claim was not processed for this package. I checked the status of it and we still did not receive the paperworks from the shipper. Sincerely, XXXX XXXX. XXXX Customer Support ref : XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the XXXX XXXX, and the XXXX XXXX are trademarks of XXXX XXXX XXXX XXXX XXXX XXXX XXXX All rights reserved. All trademarks, trade names, or service marks that appear in connection with XXXX XXXX are the property of their respective owners. XXXX monitors incoming and outgoing email communications, including the content of emails and attachments, for purposes of security, legal compliance, training, quality assurance and other purposes Dear XXXX, Your claim number XXXX has been refered to me for further review. Please note, I am a manager in the XXXX XXXX XXXX. Attached are the docs used to make our decision about the dispute with XXXX XXXX XXXX XXXX for {$190.00}. Your dispute will remain closed as our investigation found no error occurred. Regards, Claims Support Center Capital One Member FDIC Products and services are offered by Capital One, N.A., Member FDIC. XXXX Capital One. All rights reserved. *Note : Email is not a secured method of communication and Capital One makes no representations or warranties about the safety or security of any email you may send to us. Please ensure all personal information such as account numbers, social security numbers, etc. are removed from your response and/or documentation*
Company Response: Closed with explanation

Timely Response

2019-02-20

LA

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 has repeatedly ignored my pleas for help regarding 2 Capital One accounts opened in XX/XX/2015 fraudulently. I was a victim of Identity Theft in XX/XX/2015. Capital One was notified of this matter numerous times and simply ignored the fact of my circumstances and continued to report these cards as belonging to me. One card has a balance of XXXX opened on XX/XX/2015 and another card has a balance of XXXX opened on XX/XX/2015. A individual was identified as committing the identity theft with those accounts but Capital One did nothing to pursue the theft but refuse to help and continue reporting these accounts as a charge off.
Company Response: Closed with explanation

Timely Response

2019-02-20

Evanston, IL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-02-20

Tucson, AZ

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/XXXX I became unemployed. I called Capital One on XX/XX/XXXX to notify them of this and to see if there was some type of hardship program they offered their customers facing financial difficulties. Minimum payments were at $ XXXX monthly for this account and being recently unemployed that was something I just could not afford to make due to other more important financial obligations. The agent I spoke with said there was a " special '' program I could be enrolled in and asked how much I thought I could afford to pay, I said I could afford to pay {$25.00} per month. The agent stated that during the time I was on this " special '' program there would be no late or over the limit fees and when I became employed again and could pay more to call and let them know. My payment is due on the XXXX of every month. I've made 3 payments of {$25.00} each, for the months of XXXX, XXXX and XXXX. Capital One has reported to the credit bureaus that the payments are missed and/or late which is incorrect. On XX/XX/XXXX I called Capital One about the inaccuracies being reported to the credit bureaus and was told by the agent I spoke to that being on a " special '' program doesn't help at all and I was given incorrect information by the agent who enrolled me in the " special '' program. Capital One is the only creditor that has refused to work with me regarding my financial situation. I've disputed the inaccuracies with the credit bureaus because it is in fact incorrect, I have not missed a payment nor am I past due and this information needs to be updated on all 3 credit reports to reflect this.
Company Response: Closed with explanation

Timely Response

2019-02-20

Baytown, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-20

Hamburg, MN

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: At the time of account opening {$200.00} bonus was offered for opening an account with new money. Now the bank is refusing to pay the {$200.00} bonus as apparently finer prints said if I have an existing saving product then it does not qualify. This is mis-leading and deceptive advertising as the finer prints were not placed in a manner that the consumer can see it. I would not have opened the account if the disclosure was properly made. I think the bank need to credit my account for the original offer as they misled me by deceptive advertising.
Company Response: Closed with explanation

Timely Response

2019-02-20

Sandy Hook, CT

Closing an account

Checking or savings account: Checking account

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

Timely Response