CAPITAL ONE FINANCIAL CORPORATION

2019-02-13

Arsenal, PA

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

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-02-13

Spokane, WA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-02-13

Fargo, ND

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/2019 Capital One XXXX closed my account for fraud even though there was no fraud. They failed to call me. They emailed me and its instructed to call, not email me. They are refusing reopen the account.
Company Response: Closed with explanation

Timely Response

2019-02-13

Oxnard, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-02-13

MD

Improper use of your report

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

Reporting company used your report improperly
Complaint: Did not ask for these companies to inquire on my credit. No credit was offered to me, and I did not submit consent to these companies to inquire on my report.
Company Response: Closed with explanation

Timely Response

2019-02-12

Boise, ID

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-12

Hinkley, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: Was told prior to becoming delinquent that the only way I could obtain assistance with mitigating my debt was to fall behind by multiple representatives inXX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX- I was transferred to Customer Service who then transferred me to a resolution representative and was told because I am not more than 60 days delinquent they can not assist me with any options to prevent delinquency and damage to my credit, and that these options were available.
Company Response: Closed with explanation

Timely Response

2019-02-12

Ft Myers, FL

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: I am a XXXX year old XXXX individual receiving social security XXXX. I attempted to take advantage of a program within Medicare/XXXX called XXXX XXXX that allows individuals to attend health centers free of charge from my health insurance. The facility called XXXX XXXX is located in XXXX XXXX, Florida. While signing up for for XXXX XXXX one of the managers offered me to join a separate fitness program that would help with my XXXX in my XXXX and XXXX. The plan consisted eight sessions a month for a hour a session totaling eight sessions a month which would cost {$150.00} per month. He also said that it wasn't contract and i could stop whenever i wanted. So i decided to sign up thinking that If i didn't see any meaningful progress I could just stop. After giving him my Capital one credit card and swipped it he then informed me I was responsible for three months of sessions at {$150.00} per month. I protested and that he said the program was not a contract and I could stop anytime. He refused to cancelled the fraudulent agreement. Immediaately I called Capital one to cancel the credit card payment.The representative at Capital one asked me if the contract agreement say that I had thirty days to cancel. I read the agreement it did state that i had thirty days to cancel.. The Capital one rep. said there was nothing else I needed to do but just wait for my credit care to be credit back the $ XXXX.About a later Capital one sent me a letter swhich i have in my possession, saying the 1 {$150.00} was credited bak to my card. About a month later Capital one sent me another notice stating the {$150.00} was reapplied back to the merchant an an additional {$300.00} would be credited to the merchant because, " the merchant provided other information that ruled in the merchants favor., When I asked Capital one to provide me with the " other information '' they tell me anything concrete and I was referred to to an 17 page document they sent me telling me nothing. I feel I am a victim of deception, misrepresentation, and fraud by both Capital one ad XXXX XXXX. As a remedy I want Capital one to credit my account back the {$450.00} they are charging me. If any other documentation proving my case is required I can mail or fax you the documents as soon as possible ... .. .
Company Response: Closed with explanation

Timely Response

2019-02-12

Madison, WI

Confusing or misleading advertising or marketing

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

Company Response: Closed with explanation

Timely Response

2019-02-12

Lake City, GA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-02-12

Houma, LA

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

2019-02-12

Phoenix, AZ

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
Company Response: Closed with explanation

Timely Response

2019-02-12

Hinsdale, IL

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 purchased supplements and oils from XXXX Ordered on XX/XX/XXXX Order # XXXX totaling {$290.00}. I contacted XXXX right away because the shipment was damaged and items were damaged and incorrect. They did a XXXX pick up and all items were returned. I am going to attach a screen shot so you can see the items were returned and accepted by XXXX. They only refunded me for {$15.00} and had no reasoning for it. I have chatted with them various times, many phone calls and each time they tell me they don't know what happened and why I was only refunded a portion of the order when alll was returned. I am told they will escalate the concern and then nothing happens. So I got my bank involved hoping they would take care of it. I have documented everything to them and they refuse to continue and close the case saying that they merchant says the products were not returned in the same condition when that is a GIVEN and we all know that. They said that they found no error in their processing when I have direct chats with XXXX that show they made errors and admitted to it. The website clearly shows that they made mistakes in their handling of the refunds. 1. I have proved the weight of the package sent and the package received are the same weight. 2. I have proved that XXXX was alerted the items were damaged PRIOR to the request for the return - thus your reply as that is the reason why you are not proceeding with the dispute and find no error is FALSE. They knew it. XXXX. All items were returned, I have tracking numbers and proof on the XXXX site. XXXX site shows that all items were received. They make mistakes all the time. XXXX. I have a direct chat with an XXXX rep who admits they made a mistake with no refunding this whole order and tells me they will escalate the concern, but then they never follow up. XXXX. I have talked with the shipper and they support me and will send documentation as needed. Here is the proof that they were returned taken right from XXXX website on my account page. Return/Refund Status Unable to load image Details XXXX Seed Oil XXXX Bag with XXXX Single ... {$15.00} Refund issued for XXXX of XXXX items {$15.00} refund issued on XX/XX/XXXX. Return received on : XX/XX/XXXX Return received. Processing your refund for XXXX of XXXX items Return received on : XX/XX/XXXX Unable to load image Details Enhansa Curcumin XXXX ( XXXX ) {$130.00} Return received. Processing your refund for XXXX of XXXX items Return received on : XX/XX/XXXX Here is a chat I had with XXXX and they confirm that I should have been refunded : hi I need my return tracking numbers for this order please Ordered on XX/XX/XXXX Order # XXXX You are now connected to XXXX from XXXX XXXX : Hello, my name is XXXX. I'm here to help you today. Me : Hi I have to dispute these charges with my bank since you did not refund in full although all items were returned So my bank needs the returned tracking numbers for the order please. XXXX : Upon checking with the refund status i see that a total refund of {$300.00} was refunded Me : for the entire order? That is not shown online or with my bank, XXXX : XXXX XXXX refund was processed on Friday, XX/XX/XXXX XXXX PM {$290.00} Me : nope here is what we have XXXX : Tuesday, XX/XX/XXXX XXXX PM {$15.00} Me : ails Ordered on XX/XX/XXXX Order # XXXX View or Print invoice Shipping Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX United States XXXX XXXX XXXX XXXX XXXX Order Summary Item ( XXXX ) Subtotal : {$290.00} XXXX & Handling : {$0.00} Total before tax : {$290.00} Estimated tax to be collected : {$0.00} XXXX XXXX : {$290.00} Refund Total {$15.00} Transactions Only partial refund of {$15.00} was processed. That is from your website do you see it? I just copied that today I am on the phone with my bank right now. XXXX : Can you ask them to check if they see any refund of {$290.00} Me : I am asking now. are you XXXX percent sure of the date XXXX : XXXX, that is when the refund was processed, let me check this for you again Me : they tell me that you denied my dispute and only issued me {$15.00}. she is checking to see if a credit went through. XXXX : Okay, i am checking as well Me : She is checking ... She doesn't see anything for that order. She checked thoroughly and nothing, XXXX : XXXX, let me check with my lead as well. please allow me few moments XXXX Me : All items were returned so I also need all of the tracking numbers when you get back please. XXXX : XXXX i please know the reason why you returned these items back to us? we did not issue the refund as the item was received in a damaged condition. so Me : Did you find anything out about the returns? you said you were checking You said a refund was issued but it wasn't what did you find out? All items were damaged and returned to you as received. I notated that when I did the return. I need those tracking numbers so I can send them to my bank, please. Why did you say you refunded me but you didn't? XXXX : XXXX here is the tracking number just under the refund status it says charge back I did not notice that. We are sorry the items arrived in a damaged condition. That is not how we like to do business and you are correct you should have received a full refund. Me : Is there only XXXX tracking number XXXX : Yup only XXXX tracking number Me : Why didn't you refund me as you said you did XXXX : I am sorry for the confusion, i just checked with my lead and my lead informed that the refund was not processed Me : why? XXXX : So what you did was you contacted bank and disputed the charge, so bank people after investigation refunded {$15.00}. It looks like there has been some confusion. We can raise a ticket to the returns team to check if they can check condition of the items and can issue the refund. please let me know if I've to raise a ticket. And please also recontact your bank with this information. Me : Please do that. On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : I will not accept to be treated like this by XXXX and now by my own bank. I am a XXXX person, These orders were for supplements to treat a chronic illness. This is a lot of money to someone who lives on social security XXXX and banks need to be monitored. They are not handling this properly. I have filed a BBB complaint against XXXX and Capital one as well but I have no idea how much good that will do. Please help me.
Company Response: Closed with explanation

Timely Response

2019-02-12

CT

Fees or interest

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

Problem with fees
Complaint: I called capital one on XX/XX/19 to get assistance in refunding the last 2 late payment fees. The clerk looked at the account and said a flat out no. I wasnt asked about circumstances or anything. At my place of employment they are doing layoffs. This has been going on since XXXX of last year and Ive been trying to keep up with payments on everything. I finally made a {$320.00} payment on this card to get it where is needed to be. This card is a union plus card and I would think they could help out a little bit. Ive been a capital one customer for some time. I have bank accounts here and Ive referred others here who now have capital one bank accounts. I dont believe it would hurt to get late fees back from such a large company.
Company Response: Closed with monetary relief

Timely Response

2019-02-12

Santa Ana, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I was offered a promotion from Capital One bank to add a credit card to XXXX XXXX whereby I would receive a {$25.00} statement credit within 1-2 statement cycles. The dates of the promotion was XXXX. I added my capital one credit card ending in XXXX on XX/XX/XXXX. I received a confirmation email from Capital One on XX/XX/XXXX stating that they had successfully added my credit card ending in XXXX to XXXX XXXX. I waited 4 statement cycles and have not received the credit. I contacted customer service at Capital One on XX/XX/XXXX and spoke with a front end operator and a supervisor named XXXX ( Operator # XXXX ). He refused to honor the promotion, claiming he had no record of it, he was too lazy to bother looking it up online despite me giving him information on where to find it, and would not forward my request to the marketing department to research further. Also he would not provide me with an email address to forward a screen shot of the promotion and of my confirmation email. The supervisor was quite inept. The promotion in question can be viewed at the following weblink that is on Capital One Bank 's company website : https : //www.capitalone.comXXXX Here is the info copied from the promo : " Timing The Offer begins on XX/XX/XXXX, at XXXX XXXX Eastern Time ( EST ) and ends XX/XX/XXXX at XXXX XXXX. ( EST ) ( the " Offer Period '' ). Offer is subject to cancellation at an any time ( including when the promotional funds are exhausted ). Our server is the official time-keeping device. The Reward The reward is a {$25.00} Capital One statement credit. Once earned, the statement credit will be automatically applied to the account associated with the Qualifying Card within one ( 1 ) to two ( 2 ) billing cycles. Note that statement credits lower account balance but do not count toward monthly minimum payment obligation. How to Earn the Reward During the Offer Period, Participants must enroll in XXXX XXXX using a Qualifying Card on a Qualified Device. ''
Company Response: Closed with monetary relief

Timely Response

2019-02-12

Saint Clair, MO

Incorrect information on your report

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

Information belongs to someone else
Complaint: Identity was stolen several accounts were opened in my name along with several inquires i have sent in several documents to support this issue with NOHELP with removal of these negatives accounts
Company Response: Closed with explanation

Timely Response

2019-02-12

Worcester, MA

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX and XXXX XXXX will not update paid items. Being trying for 2 years. XXXX XXXX XXXX dropped one of my open accounts. Capital One and XXXX XXXX XXXX seem to only update my reports every thirty days when I'm behind, but not when I've paid. Some of these cards haven't reported since XX/XX/XXXX. That was 60 days ago. I've paid the cards off twice since then and am being denied credit score increases that I'm owed for lowering my credit utilization.
Company Response: Closed with explanation

Timely Response

2019-02-12

Lewisville, TX

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/ 2019 ( all 3 bureaus ) I am not sure how this happened. I believe I made my payment to you when I received my statement. My only thought is that my statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-02-12

Newnan, GA

Incorrect information on your report

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

Account information incorrect
Complaint: I have 2 Capital One cards and they are reporting the wrong balances for the month of XXXX.
Company Response: Closed with explanation

Timely Response

2019-02-12

Southern Pnes, NC

Attempts to collect debt not owed

Debt collection: Auto debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-02-12

Bremen, GA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/2019, I made a payment of {$320.00} on my credit card account. My credit limit is {$750.00}, and my balance is showing {$400.00} ; however, my credit limit is showing {$22.00}. I checked my account to see what was going on and I sent an email to see what was going on but never received a response. I contacted Capital One via telephone on XX/XX/2019 and was told that Capital One is holding the funds. Capital One has never held funds to my account in the past. Capital One has taken the funds from my bank account as of XX/XX/2019. Capital One has not notified me to explain why they have chosen to hold a payment in such a manner. This practice of holding funds for no reason is a shady practice. I far exceeded the minimum payment in an effort to get my credit balances down and Capital One is holding the funds, for what purpose? On my credit bureau accounts, it looks as though I am still using more of my credit than I am because it lists available credit. Capital One manages XXXX XXXX and it also fails to reflect the accurate information for my Capital One accounts.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-12

Chicago, IL

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Complaint: After Several Attempts to verify and Validate Debt it was unsuccessful the information is Being in correctly reported and Since They havent responded or validated My Debt it needs To Be Removed from My Credit Report due to FCRA laws and these Reports Are Hindering My Credit score and opportunity to be approved For A home Loan.
Company Response: Closed with explanation

Timely Response

2019-02-12

Bronx, NY

Other features, terms, or problems

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

Other problem
Complaint: I called XX/XX/XXXX to combine my secured line with my unsecured line. I was told intially that it needed to be reviewed after I was willing to close the account. To stop me from closing my account the young lady stated to call back between the following Tuesday-Friday. In hopes of a solution as promised I called today Tuesday XX/XX/XXXX. The account was not noted and I was not met with solution. I was told the option to combine my accounts were removed at this time and no one could further assist me. I was never notified that I even had the option to do so. My account was open XX/XX/XXXX, I never missed a payment. Where in the contract does it say they can make such changes without notifying me or extending me opportunity. I also requested a limit increase in the secured line and I was responded with they dont do increases for secured Lines but today Im being informed that every so often its reviewed and automatically increased. Yet that has not happened for two years. Customer service is horrible. They tried to make me feel like closing the account wasnt an option because it would hurt my age history as if I was incompetent. I asked to be directed to the proper department that handles such issues and they refused to assist. The accounts I was asking to be increased, combined and my deposit refunded end on # XXXX and # XXXX.
Company Response: Closed with explanation

Timely Response

2019-02-12

Eldorado, WI

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 monetary relief

Timely Response

2019-02-12

Dayton, OH

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I have previously tried to write letters to have derogatory information removed from my credit report and this company has not removed it. The debt does not belong to me. It is impacting my credit score and prohibiting me from being approved for a home loan.
Company Response: Closed with explanation

Timely Response