CAPITAL ONE FINANCIAL CORPORATION

2019-02-19

Lewisville, TX

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/XXXX I was contacted by a department within Capital One advising they wanted to offer an option re : the credit card. The representative advised there was an offer they wanted to extend to me that was only available that day and it would allow if I entered into this program the opportunity to have the balance of the credit card forgiven if I agreed and kept the agreement to the specified terms. So we began discussing the balance and amount owed on the credit card. I told the representative I was not in the position to cure the total amount of {$1900.00} and the representative asked what payments could be made? The representative provided a couple of options and I said no to them all. I stated I am making payments, but what are you offering? Then the representative introduced an option where Capital One was offering the opportunity to enter into the program where the initial payment of {$68.00} would be paid to enter the program. A monthly payment of {$39.00} would be my new set payment and it would have to be auto drafted monthly. As stated by the representative the additional perk regarding this program is that if you make your payments on time for XXXX months the full remaining balance would be forgiven. I was taken back by that as an option and had the representative to repeat what was said. And again, I said it back to the representative - you are telling me that if I enter this program and pay the initial fee and make monthly payments of {$39.00} for XXXX months the remaining balance would be forgiven and my account XXXX out - like over {$1600.00} or {$1700.00} forgiven? And the representative said yes. But to get this you will have to complete it right now and I will have to take a payment over the phone and get your permission to auto draft your monthly payments - that will ensure you don't miss any payments or be late on any which would void the agreement. While on the phone with Capital One representative I am telling my husband can you believe this? He said you should definitely do it. This is an opportunity you can't pass up. So I gave the representative my debt card information and the representative placed my on hold to process the initial payment of {$68.00}. After completing that action he stated that he would have to get my verbal consent to auto draft the $ XXXX monthly payment. I completed that process and was still not totally believing this was true that I stated the agreement again. I said so you are telling me that I have entered into this program and the agreement is that I pay {$39.00} every month on time for XXXX months. And in XXXX months all I am to do is make a call to Capital One and the debt will be forgiven - with a XXXX balance? The representative said yes. I asked who then will I call because earlier in the call the representative stated they were apart of the department that extends these offers, but isn't directly apart of Capital One? I got nervous and I asked are you a collection agency? Advising the representative I may have a high balance, but I make monthly payments. The representative assured me they were not a collection agency, but apart of Capital One that processes these type of agreements and offers. The offers/agreements can't be asked for or requested, but rather this group will reach out and offer this type of agreement/offer. I felt okay about it again and we said our pleasantries. Before getting off the phone the representative went over the agreement one last time stating the agreement entered is the initial payment of {$68.00} has been paid and the {$39.00} will be the monthly payment. The representative advised that I will receive this agreement in the mail and a link to sign the paper work. I was to continue making payments as I have until I hear the offer was approved. I received an notice it was approved and they began taking the {$39.00} out of my account monthly. As most people start to the new year looking at finances and getting a good start on everything, I thought it's about time for the offer to be completed so let me call and check on it. The 1st time I called was XX/XX/XXXX and spoke with XXXX - employee # XXXX I asked about the offer and when would the end of the 6 months be confirmed and what is the next action. I was shocked and horrified to hear that I wasn't in a program that canceled my remaining balance and that is not what I entered into, but that she would have her manager review and get back with me. On XX/XX/XXXX I received a call it went voicemail so I returned the call and spoke with XXXX - employee # XXXX and she stated I was not in a forgiveness debt program and that I would have to make the payments as agreed. I was really confused and asked that this issue be escalated to a manager as it was a recorded call I am sure, so please do a deep research and review the call. And they will hear what the representative said and what the offer was. I asked what did I get if I didn't get in a program that would benefit me? She advised I was in a forbearance program. I am not even sure what that meant as I was making payments on the card even though they had restricted and closed the account. So I didn't need a forbearance. And if I didn't make my payments on time monthly it would still negatively affect my credit score. I was diligent to making my payments even though some of the payments made were the minimum. We went around and around on what I signup for and that she is stating is not what I agreed to. Again I asked they investigate the call and advise me of their findings. On XX/XX/XXXX I received a call from XXXX - employee # XXXX advising they had someone to listen to the call and didn't think the representative did anything wrong. I advised XXXX I didn't say the representative did anything wrong what I stated was that the representative did a bait and switch and the agreement/offer that was given me on XX/XX/XXXX was not a forbearance, but rather a debt forgiveness. I advised him I would not get in an agreement with anyone for $ XXXX monthly and the interest on that amount is {$11.00} for the term of XXXX years. Who would do that, I advised it wouldn't be me. I reiterated Capital One called me. And after looking at the monthly statements it states minimum payment. It was not minimum payment it was the only payment. There was no other option as it regards to the agreement. I told the representative this is worst than subprime lending. I requested to hear the recording and he declined and said I wouldn't be able to do that. So I asked well how would I know you are telling the truth and that the representative did in fact misrepresent and change the offer and has cause real distress as again I was not the initiator to the agreement. I asked what protocol would I have to abide by to get a copy of the recording? He advised there is not protocol because I couldn't listen to the call. I was not satisfied with his response and requested or advise well I'm sure an attorney could. So I hung up and called back and spoke with XXXX - employee # XXXX and she advised the same. I have continued to allow the payments to be auto drafted from my account ; however this is not at all what the agreement was. With me paying {$39.00} a month with {$11.00} interest for XXXX XXXX years I would have paid this debt twice. And that isn't an offer benefiting the consumer. The balance of {$1700.00} is reporting to my credit report as an open account it shows I have high utilization ; however unable to use the account. Per my credit report which has been provided reporting dates XX/XX/XXXX through XX/XX/XXXX as XXXX days late payment when I was in the program XXXX and made the XXXX payment timely. The billing statements provided the ending balance is {$1700.00}. The balance is reporting incorrectly.
Company Response: Closed with explanation

Timely Response

2019-02-19

Fdez Juncos, PR

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 non-monetary relief

Timely Response

2019-02-19

Chicago, IL

Closing your account

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

Company closed your account
Complaint: Capital One is cancelling my spark card which pays 2 % rebate on all purchases everyday as advertised by them. They are forcing me to replace it with another card that does not fit my needs. They have told me that I am a high volume user of the card and that they are losing money by paying me the 2 %. They have doubled my credit limit but will not pay the 2 % on the new card. I am being singled out as many of my friends and customers use this card and they are not being affected.
Company Response: Closed with explanation

Timely Response

2019-02-19

Staten Island, 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

2019-02-19

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-02-19

Salton City, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: I XXXX XXXX am in a big financial situation, where I need to request a settlement from Capital One. This financial institution is now taking me to court, even though I have given notice over the past year that I was facing a serious financial hardship. I do not desire a judgment to be taken against me. I do not desire to file for bankruptcy. However, I will borrow the funds from a relative if a settlement can be accepted for {$370.00} on the referenced account. I will need this settlement as quickly as possible.
Company Response: Closed with explanation

Timely Response

2019-02-19

Charlotte, NC

Incorrect information on your report

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

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

Timely Response

2019-02-19

Old Westfield, NY

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2019-02-19

Plymouth, FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/2019 I was approved for a Capital One Quicksilver credit card. Per their advertisement on the Capitalone.com website, a one time sign up bonus would be available to new card member ( s ) if you spend {$500.00} within ( 3 ) months of when the card was issued. As of XX/XX/2019 I had spent over the required amount of {$500.00} within the provided ( 3 ) month time frame. When calling Capital One to inquire on the sign up bonus after meeting the advertised requirement ( s ), I was advised that per their disclosure, previous or existing account holders maXXXX not qualify for the sign up bonus. I advised that I have never had a Quicksilver credit card before, and should be entitled to the sign up bonus as advertised. After a ( 5 ) day waiting period, I was called and advised that because I had a different Capital One card, that is being considered as an existing account holder. The Capital One Platinum card does not have any sign up bonus ( s ) or rewards associated with it, it is a completely separate entity. I advised that their disclosure states, previous or existing account holders under the Quicksilver terms, which would mean previous or existing account holders of a Quicksilver card/account, and no where in the terms for my Capital One Platinum card does it say that accounts will be linked, or having the Platinum card will deny me any future bonus ( s ) with the company. I feel mislead by the company into signing up for their Quicksilver card with miss-representation of their term ( s ) and the company is using the fact that I have a completely different card with separate terms as a way to not have to honor their advertisement.
Company Response: Closed with monetary relief

Timely Response

2019-02-19

Syringa, VA

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: Reference complaint XXXX which has been incorrectly closed. I posted a follow up comment but not sure it will be seen since complaint is closed. I have a XXXX MM account with Capital One. On XX/XX/XXXX an unauthorized withdrawal was processed via online banking in amount of {$6500.00}. I contacted Capital one on XX/XX/XXXX so that it could be resolved. On XX/XX/XXXX a deposit was made to the account for {$6500.00} and an interest credit of XXXX cents was deposited on same day. {$6500.00} * 2 % * 1 day / 365 days = XXXX cents ... .so interest for one day. When on the phone on XX/XX/XXXX I confirmed with the customer servicer rep that it was for only one day ... .but the funds were missing from my account for 4 days. I asked why it was not put back in the account effective XX/XX/XXXX when it was removed rather than XX/XX/XXXX and did not get an answer. What happens to the interest I should have earned on each day in XX/XX/XXXX when funds were missing from my account? I have called a number of times since XX/XX/XXXX thinking this would be resolved but it has not. on XX/XX/XXXX I received by US Mail a letter saying the XXXX interest was correct and it was properly credited to my account. It says the interest for XX/XX/XXXX - XX/XX/XXXX is included in the interest amount credited. Clearly it is not. I started keeping records of phone calls on XX/XX/XXXX at which time I spoke to XXXX and asked to be escalated to a manager - and then spoke to XXXX. I asked for another escalation and spoke to XXXX - all assured me it would be properly addressed. On XX/XX/XXXX I spoke to XXXX and was told an email was sent to me on XX/XX/XXXX but I never received an email from Capital One. I asked to be escalated again and spoke to XXXX. I asked for them to show me the actual calculations to prove that my account was properly handled and have not received anything showing me it was correct ... only info saying it is correct. I asked for a reply in writing - which is the letter received on XX/XX/XXXX. So - we are back to square one. No one at Capital One thinks anything wrong has been done but they are not able to document or demonstrate anything substantive proving their case. Still waiting ....
Company Response: Closed with explanation

Timely Response

2019-02-19

Lewisville, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: Both Capital one and XXXX XXXX XXXX were both actively collecting on the same two duplicate accounts ( they all have different amounts owed listed ) at the same time. I have asked XXXX XXXX for proof of the debt/ownership and have yet to receive it, yet they still have had time to send me threatening mail and call me continuously. On my XXXX account, it shows that Capital One, only recently, closed the account on XX/XX/2019, with a pay status of " Current or Paid as Agreed ''. Despite this, XXXX XXXX has been actively harassing me with phone calls multiple times a day ( every day, including weekends ), that start at XXXX XXXX and go throughout my time at work. They have even sent various letters that threaten to sue me ( to various unverified addresses ) with one being delivered to my old address and signed by somebody else, with no intent to do so. A lot of the times I felt that they have even misinterpreted themselves as legal counsel. I have attached their most recent letter, that I've received, which is threatening legal action, as well as what both creditors have reported to XXXX. The only reason that I have not tried to resolve this issue with them directly is because I feel that this company is untrustworthy, from what I've experienced so far and would appreciate the help of a third party.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-19

Fdez Juncos, PR

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 non-monetary relief

Timely Response

2019-02-19

Cheverly, MD

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: Capital One Bank & XXXX XXXX ( their go to debt agency ) has been contacted by myself for over 2 years. I get the run around I get forms to fill out no follow up at all. I now want to seek federal action. My credit cards and debit cards were stolen 2017. They are reporting inaccurate on my credit reports. They all pass the blame to the other and do not correct the issue.
Company Response: Closed with explanation

Timely Response

2019-02-19

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I HAVE ASKED CAPITAL ONE ON SEVERAL OCCASIONS TO REMOVE THE LATE PAYMENTS FROM MY FOUR ACCOUNT WHICH OCCURRED XXXX-XXXX XXXX AND XX/XX/XXXX DUE TO ILLNESS AND BEING ON XXXX AT THE TIME THE LATE PAYMENTS OCCURRED. CAPITAL ONE HAS NOT BE FORTHCOMING WITH REMOVING THE LATE PAYMENTS EVEN WHEN I SUBMITTED TO THEM COPIES FROM THE XXXX OFFICE AND DOCTOR CONFIRMING MY XXXX AT THAT TIME.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-19

Brooklyn, NY

Fees or interest

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

Unexpected increase in interest rate
Complaint: I had received an apr reduction for 6 months to 4.9 % the payment dates 1 XX/XX/XXXX 2 XX/XX/XXXX 3 XX/XX/XXXX XXXX The credit card company claimed my due date was at the XX/XX/XXXX or XX/XX/XXXXof the month even though I have a letter from them stating the XX/XX/XXXX of each month. They claimed that I made a late payment and raised my apr to 24.5 % I have tried to communicate with the company with no resolution and my apr interest has now been being charged at this increased rate for 10 years.
Company Response: Closed with monetary relief

Timely Response

2019-02-19

Bellflower, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Problem after you declared or threatened to declare bankruptcy
Company Response: Closed with explanation

Timely Response

2019-02-19

Glendale, 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

2019-02-19

Washington, DC

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: On about XXXX XXXX, 2019 I, Mr. XXXX XXXX XXXXcaught an ad with Cabela '' s out door products in applying for a credit card with Capittal One bank. With in seconds I, XXXX XXXX was rejected.At this time I bank with Capital One savings account.It 's not fair that a bank hold your savings, but won't help establish a line of credit.
Company Response: Closed with explanation

Timely Response

2019-02-19

Colts Neck, NJ

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Company Response: Closed with non-monetary relief

Timely Response

2019-02-19

Colts Neck, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2019-02-19

Chattanooga, TN

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 explanation

Timely Response

2019-02-19

Oxford, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am writing to request a correction of the following information that appears on my XXXX, XXXX, and XXXX credit consumer reports : Dispute : Capital One Auto Finance I have reached out to both Capital ONE and the credit reporting agencies for the past two years. I am a victim of identity theft. There has been a police report filed regarding someone purchasing a car in my name. I now have a freeze on my social security to alert me when my credit or name is being used as well as a pin assigned each tax season. All of this was provided to capitol one with no resolution. I cooperated with their investigation team and got no help with removing this. It was charged off .Eventually I able to have one Credit agency remove it from my report however I am having to re dispute this with each agency. I have attached proof of all vehicles ever registered in my name as well as proof of the credit agency removing it from their system. Thank you for your assistance. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-19

NC

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I filed bankruptcy on XX/XX/XXXX. My daughter calls me today, XX/XX/XXXX and informs me that she is receiving calls from Capitol One about me. They told her that I had a civil summons and owed over 11,000.00 to them and they want the money. First, I didn't owe that amount that is several thousands more than what my credit limit was and my credit card with them was not even maxed out. This account was discharged in bankruptcy almost 3 years ago. Capitol one has my phone number. Its the same number that I have had for years. They could have called me and discussed this with me and not with my family members. This is not the first time a family member called me and told me that Capitol one was calling them trying to get the money. If Capitol One continues with contacting the family and others, then I will have to sue them for harassment, threats, lies. This needs to stop and stop now!
Company Response: Closed with explanation

Timely Response

2019-02-19

Gloucester City, NJ

Fees or interest

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

Charged too much interest
Complaint: I have been paying {$500.00} per month for the last 12 months to my credit card Capital one. My wife and I noticed that our balance was not decreasing I contacted capital One and ask them what was going on They told me that my interest was compounding daily on my balance I advise them that I was never informed of this when I signed up for the card, or when I spoke to them on the phone or even when I spoke with them in the beginning of 2017 about trying to lower my interest rate They did temporarily lower my interest rate but it unfortunately turned out to only be for a couple of months, which I also did not understand. They did temporarily lower my interest rate but it unfortunately turned out to only be for a couple of months, which I also did not understand I contacted capital One and said that I was never informed that my balance with compound down there and that I would not have signed up for the card if I knew that I am a XXXX XXXX veteran who went through XXXX about four years ago and as a result Ive had some financial issues I had to file bankruptcy, which is why I signed up for capital Ones credit card a couple of years ago To now find out that they were charging me daily compounded interest over the last few years was extremely disappointing to me as a military veteran who has struggled with a XXXX XXXX and who owns up to their Inability to pay my creditors a few years ago Capital one bank framed it to me that I could use their card and rebuild my credit, but they never informed me that my interest would be compounded daily. I repeat they never informed me that my interest would be compounded daily
Company Response: Closed with explanation

Timely Response

2019-02-19

Kosciusko, MS

Closing an account

Checking or savings account: Checking account

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

Timely Response