CAPITAL ONE FINANCIAL CORPORATION

2019-02-08

Lk Buena Vis, FL

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 explanation

Timely Response

2019-02-08

Pittsburgh, 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

2019-02-08

Pittsburg, TX

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

2019-02-08

Westfield Ctr, OH

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
Company Response: Closed with explanation

Timely Response

2019-02-08

Escondido, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-02-08

Bronx, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: I sent letters to the company requesting them to send proof of my original contract bearing my signature.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-08

Palo Alto, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-08

San Jose, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-08

Dickinson, TX

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-08

South Florida, 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 just applied for a XXXX capital one, Im always very careful to read all the conditions. With this card I took the same precautions especially with the annual charge. They are charging me at the beginning of the year when clearly in the terms and conditions it says that it is an annual charge. This is misleading and disrespectful to consumers.
Company Response: Closed with monetary relief

Timely Response

2019-02-08

Dunnellon, FL

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/XXXX an agreement was made between Kohl 's and myself to settle the account. While the agreement was made, on a recorded line, the associate inform that they would be reporting to the credit bureaus IMMEDIATELY. That was a lie. After about a week or so, I called to find out what was going on. The new story, also on a recorded line, was that they report at the end of the month. After being upset with associate, I was transfer to a supervisor, also on a recorded line, that it would be report on XX/XX/XXXX. That was a lie. After that conversation on the same day, I call XXXX and place a 3 way conversation with myself, Kohl 's and XXXX. Kohl 's wanted the credit report to say I still owed them {$280.00} even a settled amount was agreed to. XXXX immediately corrected the info to reflect a settled account {$0.00} owed. Unfortunately, XXXX and XXXX would not call them to fix the issue. I filed a dispute with both to get this corrected on XX/XX/XXXX. Kohl 's eventually did report to both XXXX and XXXX stated closed/charge off account with an outstanding balance of {$280.00}. This took placeXX/XX/XXXX. I called Kohl 's back, again on a recorded conversation, only to be told a brand new story. I asked them what my balance is and how do I owe them. There response was that a settlement was accepted on XX/XX/XXXX and I owe them {$0.00}. My next question was, " Why did report to the credit bureau 's that this a charge off with an outstanding balance of {$280.00}? ". This when the new story came out. The first version was that there is an outstanding balance that is how it would report. Then the story changed to " that they report settlements at the end of the month. '' If that was true, they would of reported that at the end of XXXX. Again, every conversation was recorded by Kohl 's. To make it clear as possible, I am a XXXX Vet trying to purchase a home. I reached out to Kohl 's to settle this. Several years back when I had outstanding credit. I was forced out of my job and my credit went to the tank. I have fixed it all. Yet Kohl 's wants to play games with my lively hood and family. I am a XXXX Vet trying make things right and get a home for my family. They should be held accountable for there actions.
Company Response: Closed with explanation

Timely Response

2019-02-07

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Company Response: Closed with explanation

Timely Response

2019-02-07

Schdy, NY

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2019-02-07

Newnan, GA

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/2019 I called Kohls after I received a call from a company called XXXX claiming to represent Kohls. I spoke to the Kohls representative inquiring about account status and was advised that I was 60 days delinquent as of that dayXX/XX/19. I was confused because the last payment made covered 2 months. I asked has this information reported delinquent to the credit bureaus and the Kohls representative advised they do not report 30 days and report the first delinquency at 60 days and since today is the 60th day if payment were received Kohls would not report the late payment. I said, are you sure? He stated yes, and I then provided my information to bring the account current. Before ending the call I asked if he could provide something in writing the account would not report and he said no, but I work for Kohls and this will not report as past due. On XX/XX/2019 I received updates from all bureaus that Kohls reported 30 days delinquent. I now see this as a deceptive inhouse collections practice used to collect a payment and probably a cash incentive. This type of practice is not allowed per FDCPA and based on his conversation with me I request the delinquencies be removed from all bureaus. I spoke to XXXX a manager in the XXXX XXXX office that says she is sending a request to corporate to remove the late reports, however she has no last name and did not sound confident in her communication. I would like to ensure the call is pulled and listened to and Kohls honors what their representative advised me on XX/XX/2019.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-07

Darbydale, OH

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-02-07

Thompsons Station, TN

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
Company Response: Closed with explanation

Timely Response

2019-02-07

Norwalk, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: To begin, I've been with Capital One since XX/XX/XXXX with their Platinum introductory credit card. A year and some later, I submitted an application for Capital One 's Quicksilver Card that I was pre-approved for and upon applying on XX/XX/XXXX I was instantly approved for a {$2000.00} credit limit. About a couple hours later, the new card was linked to my Capital One mobile app, but the physical card itself would not arrive until XXXX XXXX ( XX/XX/XXXX ). No issues at this point and a couple days later on the XX/XX/XXXX, I receive an email to send a photo of the front and back of my drivers license for Personal Identification verification. I submitted the 2 photos, they confirmed, and eventually on the XXXX I received the Quicksilver card, but the account for that particular card was removed from my mobile app leaving only my first ( Platinum ) card visibly there. I then followed up with a call on XX/XX/XXXX to re-link my Quicksilver Card to my mobile app and they then informed me that the Quicksilver card was flagged for " fraudulent purposes '' without myself even attempting to purchase anything on the card. They said that upon my submission of the initial application for the card, I input the wrong social security number. I was baffled because if this were true from the start, I wouldn't have had my credit ran/dinged upon applying AND let alone given an approval for the card if so. Their customer service rep could not give me a straight answer after I answered and gave all necessary security info to access and see my account. At the end of this first call, they emailed me a " document upload '' link to " unrestrict '' my Quicksilver Card and provide proof of identity. The following were the documents they needed : Personal Identification, Proof of Residency, and Proof of Social Security Number. They sent me this email on the XX/XX/XXXX and I submitted the documents a week later on the XX/XX/XXXX. After some waiting and promise of Capital One reaching out to me within 3-business days regarding the status of the Quicksilver card, I was left without an update so I called again. It is now XX/XX/XXXX and I call again to see the current status of my account and they gave me the same excuse to the card being flagged for " fraudulent issues '' and that I need to submit additional documentation to clear this up. The customer rep told me to refer to my email, so I get off the phone and find out they need me to send my Personal Identification photos, front and back, AGAIN. This is the 3rd time I submitted these photos to Capital One with non-working card and a hard inquiry still on my account. I then called on XX/XX/XXXX for an update in hopes that maybe this time around my account is no longer restricted, but again, it still is. For this 4th call, the customer representative for Capital One gave me no new info and let me know " They received my documents and verified them, but can not contact those who unlock my account ''. I was offered another call back in the standard 3 business days and it has been just about another week since then, today being the XX/XX/XXXX. It has been just under 2 months of me applying for this credit card, getting my credit ran, and not being able to use the Quicksilver card they issued me. I'm never one to go out of my way and pursue a complaint, but at this point, Captial One and their reps have not resolved the issue at hand, considering the other credit card I have with them has always been in great standing.
Company Response: Closed with monetary relief

Timely Response

2019-02-07

Scottsdale, AZ

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-02-07

Shreveport, LA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-02-07

Co Spgs, CO

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

2019-02-07

Dulac, LA

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

2019-02-07

Newnan, GA

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2019-02-07

Pasadena, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-02-07

Boston, MA

Closing your account

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

Company closed your account
Complaint: In XXXX of XXXX, I filed a Fraud complaint with Capital One. They closed the card number and sent me out a new card. In XXXX, I received a letter asking to validate my physical address on file or the account would be closed. I logged online on XX/XX/XXXX ( they have a record of this ) and updated the accounts for both cards. 1 Card worked fine. The card with the Fraud Complaint had an error preventing me from updating the address. I tried to update it again a few days later, and it appeared to work. Suddenly in XXXX, my card stopped working. When I called in about it on XX/XX/XXXX, they said the account was closed because they didn't have my physical address. But they DID have my physical address. They asked if I wanted the account reopened, and I said yes. they said it would take 7-10 days for me to get a response. I said ok. On XX/XX/XXXX, I get a call from XXXX ( Employee ID : XXXX ) who says that their team has reviewed the account and that they aren't going to reopen it. I asked for an explanation, and they said they couldn't get me one, that it would take 7-10 days. On XX/XX/XXXX, I get irate and take to XXXX. @ XXXX XXXX XXXX team told me to call in and ask for a supervisor. So I do, and I talk with XXXX ( Employee ID : XXXX ) who was very unhelpful, refused to escalate the issue and said that there was no one that I could talk with. This enraged me further on XXXX. A few minutes later, on XX/XX/XXXX, XXXX ( Employee ID : XXXX ) calls me back and says that he found evidence of me updating the address on XX/XX/XXXX and has attached it to the case, and asked for permission to call me back the next day. At the same time, the Social Media team indicated that someone would contact me " shortly '' but refused to give me an ETA. And yes, I was very upset. On XX/XX/XXXX, XXXX ( Employee ID : XXXX ) called me back and said that they couldn't reopen the account. I immediately raged and asked why, and was given the same answer of it would take 7-10 days for me to find out. I asked for escalation and to speak to a manager and was told it would take 72 hours for someone to call me back. That was unsatisfactory to me. And asked to speak to a supervisor. I was informed that it would take a long time, and I simply didn't accept that answer. A few minutes later, I was handed over to XXXX ( Employee ID : XXXX ) who identified herself as the sole person in charge of making the determination on this account reopen. She said that she couldn't. I asked why. She said it was because I didn't contact them after receiving the letter. But I did. And she shows I contacted them on XX/XX/XXXX online to update my addresses. She then claimed that it wasn't good enough, that the letter stated that I needed to contact them.. as in verbally, as in phone call. But, I didn't interpret that letter and simply felt that we live in the year XXXX and that updating my account information online is as good as calling. She claimed that the Patriot Act and Truth in Lending laws prevent her from reopening the account. I claimed that as an untruthful statement because Captial One DID have my physical address, they have confirmation that I did log online. XXXX, being the sole person in charge of this decision, has stated that it would be her breaking a law to reopen it. Yet, I gave Captial One all of the information they needed. they had a physical address. They have proof that I " contacted '' them online and updated it. Yet, she has remained steadfast in the acknowledgment that A ) this isn't my fault, B ) this isn't Capital One 's fault, and C ) she has decided not to reopen it. I have been a user of Captial One for 11 years. How do they lose my address? How is this my problem? I did everything that Capital One made NO attempts to call me on this matter, and XXXX could not confirm or deny that they made no attempts to call me. So now the penalty is on me for no reason. I am bearing the burden of incorrect credit closure and reporting. I am bearing the burden that if I want this account, I have to reply, thus being another credit hit. I am FURIOUS.
Company Response: Closed with explanation

Timely Response

2019-02-07

Lafayette Hl, PA

Trouble using your card

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

Can't use card to make purchases
Complaint: my card has been declined for " suspicious '' purchases and they are not able to prevent, or remedy the problem. I've worked with them multiple times and after excessive hold times on each call, it continues and can't seem to be fixed. Each time I call it's a different excuse. This started in early XXXX of XXXX and has occurred in XXXX, XXXX, XXXX of XXXX, XXXX of XXXX and XX/XX/XXXX. The purchases were for the following : 1. Pizza at local Pizza shop. ( 1 block from house ) 2. XXXX XXXX for prescription medicine and household ( 2 miles from home ) 3. Online game service using a virtual card number that was exclusively provided by capital one for this service.
Company Response: Closed with explanation

Timely Response