CAPITAL ONE FINANCIAL CORPORATION

2019-02-07

Alexandria, VA

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

2019-02-07

Orlando, FL

Closing your account

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

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

Timely Response

2019-02-07

Fort Myers, 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
Company Response: Closed with explanation

Timely Response

2019-02-07

Irving, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-07

Atlanta, GA

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
Complaint: I recently received a copy of my XXXX, XXXX, and XXXX credit report. The credit report showed a credit inquiry by the company that I do not recall authorizing. I understand that they shouldnt be allowed to put an inquiry on my file unless I have authorized it. Please have this inquiry removed from my credit file. I have sent a letter certified mail because I need a prompt response to this issue and I requested that the company forward me documentation that you have had the unauthorized inquiry removed. If you find that I am remiss, and you did have my authorization to inquire into my credit report, then please send me proof of this. The company redirected me back to CFPB.
Company Response: Closed with explanation

Timely Response

2019-02-07

Philadelphia, PA

Struggling to pay your loan

Vehicle loan or lease: Lease

Denied request to lower payments
Complaint: Ive was having trouble making payments due to a hardship I was going through in XXXX of 2018! I contacted them to make a goodwill adjustment but I was not responded to!
Company Response: Closed with explanation

Timely Response

2019-02-07

Newark, NJ

Can't contact lender or servicer

Payday loan, title loan, or personal loan: Title loan

Complaint: Good morning, I am trying to obtain a lien release letter for a vehicle. The vehicle was purchased and paid off approximately 10 years ago by my parents. My mother recently passed away and I am the Executor of her estate. I am trying to assist my father in obtaining the title for this vehicle so everything can be switched to his name. I can not get a title for this vehicle until I provide a lien release letter to the motor vehicle. The loan was originally obtained through the XXXX XXXXXXXX XXXX XXXX. After doing some research, I found out that this company was brought by Capital One. My Dad and I went to a local branch and tried to obtain the lien information in XXXX, but there was no record of it. I came across the FDIC after further research and it was suggested to contact Capital One directly, however I did that already and was unsuccessful.
Company Response: Closed with explanation

Timely Response

2019-02-07

Memphis, TN

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

2019-02-06

Spring Hill, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: XX/XX/XXXX : It was brought to my attention that my phone number had been ported and thieves had gained access to all of my financial accounts, including Capital One. XX/XX/XXXX : I filed a police report with the XXXX County Sheriff 's Office regarding the theft and reported all debt as fraudulent to the various financial institutions, including Capital One. ~1 Month later : All banks cleared the debt, issued new cards, etc EXCEPT Capital One. Several follow up calls later and they still would not resolve this issue in my favor. XX/XX/XXXX : Capital One sent the debt to collections and I was contacted by a collections agency for {$2700.00}. This debt is NOT MINE and was from purchases at XXXX in a different part of the state. I called this agency ( XXXX and XXXX PA ) on XX/XX/XXXX and the rep advised they would send the file to compliance when I advised them of the situation. XX/XX/XXXX : I received another letter from the agency that they are seeking legal action against me. I called and this time they requested the police report so they could send it to fraud. I submitted this information. XX/XX/XXXX : I received another letter saying they had contacted Capital One and they have verified the debt as legitimate. Capital One is not behaving in my best interest as a verified victim of identity theft. This issue should be resolved in my favor and has caused significant heartache on my behalf.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

Robertsdale, AL

Incorrect information on your report

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

Information belongs to someone else
Complaint: Was hospitalized for an extended period In late XX/XX/XXXX-XX/XX/XXXX due to auto accident. Former friend used some of my credit accounts without my consent or knowledge. Police report filed. He was convicted of theft. I was not held responsible by other creditors as it was through fraud and theft. I have resolved all issues with other creditors that were likewise defrauded. I have open and in good standing with Capital One to this day. The erroneous reporting concerns two old accounts I formerly had. I have contacted Capital One and the reporting agencies. Capital One long ago ceased any collection activity and issued me new accounts. But my credit report still shows these two negative accounts, much to my detriment.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

El Paso, AR

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

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

Problem with personal statement of dispute
Complaint: XX/XX/2018 I had a payment of {$25.00} be returned against my account that was set up on auto-pay. Earlier the prior month I had my wallet with some of my other belongings stolen such as my drivers license, debit cards, phone, and social security card while I was in the process of settling after moving. To protect my assets I had my accounts frozen and had to start fresh. Unfortunately it takes quite some time to prove you are who you say you are without any form of identification so my accounts had remained that way for almost a month. About the end of XX/XX/XXXX I had received the forwarded letter confirming that the payment had been missed and it had come to my attention they didn't have my new card information for the auto-pay. The moment I had received the notice I called CAPITOL ONE and explained to the representative what had happened and she had assured me that this happened quite often and I payed the card off in full for my XX/XX/XXXX payment. Having never missed a payment I hoped that they had been understanding especially with the voice mails that I had from their department trying to help me out and willing to work with me... about a week later I checked my credit report and i took a 150 point hit to my credit score due to this interaction. I have since called and even sent a letter of good will trying to explain the situation, but after they had received the total card balance of {$190.00} their willingness to work with me had seemed to vanish. The only reply I could get was a generic generated letter with no human emotion. I had completely given up on trying to appeal it until a friend of mine pointed me this route
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

Cadwell, GA

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with explanation

Timely Response

2019-02-06

Manhattan, NY

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

Indianapolis, IN

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 initially made a purchase through XXXX XXXX for Bunk-beds, and I was accidentally charged twice for this. I disputed the second charge, and XXXX XXXX corrected that mistake. However, Capital One whom I have my credit card through, filed the single dispute against both charges. The Correct one and the extra one. As a result, XXXX has now blocked my ability to send or receive money through them. I have brought this mistake to the attention of Capital one, and they are saying that due to Mastercard 's Policy and Federal regulations, they are unable to undo the dispute that they opened by mistake. I have reached out to Mastercard, and reviewed federal regulations and can find nothing that prevents them from removing the dispute at my request. Mastercard as stated emphatically that they have no such policy. If Capital One does not undo their mistake, I will permanently loose access to doing business through XXXX. Despite numerous phone calls, and days spent trying to resolve this, Capital one still refuses to act.
Company Response: Closed with monetary relief

Timely Response

2019-02-06

Brooklyn, 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
Complaint: My account had a credit balance of {$66000.00} that was to be refunded to me since mid-XX/XX/2018. The credit balance was on my account as a results of merchant credits that were owed to me for a group of transactions, and ultimately as of mid-XX/XX/2018 Capitol One collected these credit for me. My account accurately reflected the credit balance on my monthly statement. Initially after I requested my credit balance refund to be mailed to me, Capitol one told me they were going to mail me the credit balance refund within 7 days, later they told me they needed to wait until mid-XX/XX/XXXX due to the amount. In XXXX I was finally told the request was being submitted, but instead of mailing me the refund, they simply removed the credit balance from account to nowhere. See my XXXX statement attached herewith, you can see a purchase adjustment dated XX/XX/18 for {$66000.00}, and all they explaining me by phone is that it was moved to unclaimed holding account! I have been trying to call Capitol one repeatedly to get my money, but no one can give me a straight answer. All they are saying is that its going through verification and itll take 7-10 days to get an answer. I have been waiting this 7-10 days forever, finally I was assured on XX/XX/XXXX that it was being mailed out to me on XX/XX/XXXX. After waiting for 2 weeks now, 2 days ago I was told NO check has been mailed to me, and no one can tell me why or what can be done to get my money to me. I find this illegal as per the law capitol one is required to refund my credit balance within seven business days from receipt of request. Here its not been 7 days but almost 90 days! please get this resolved for me immediately as I should have to wait one day extra. They are not even paying me interest on this!
Company Response: Closed with explanation

Timely Response

2019-02-06

Brooklyn, 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
Complaint: My account had a credit balance of {$58000.00} that was to be refunded to me since mid-XX/XX/2018. The credit balance was on my account as a results of merchant credits that were owed to me for a group of transactions, and ultimately as of mid-XX/XX/2018 Capitol One collected these credit for me. My account accurately reflected the credit balance on my monthly statement. Initially after I requested my credit balance refund to be mailed to me, Capitol one told me they were going to mail me the credit balance refund within 7 days, later they told me they needed to wait until mid-XXXX due to the amount. In XXXX I was finally told the request was being submitted, but instead of mailing me the refund, they simply removed the credit balance from account to nowhere. See my XXXX statement attached herewith, you can see a purchase adjustment dated XX/XX/18 for {$58000.00}, and all they explaining me by phone is that it was moved to unclaimed holding account! I have been trying to call Capitol one repeatedly to get my money, but no one can give me a straight answer. All they are saying is that its going through verification and itll take 7-10 days to get an answer. I have been waiting this 7-10 days forever, finally I was assured on XX/XX/XXXX that it was being mailed out to me on XX/XX/XXXX. After waiting for 2 weeks now, 2 days ago I was told NO check has been mailed to me, and no one can tell me why or what can be done to get my money to me. I find this illegal as per the law capitol one is required to refund my credit balance within seven business days from receipt of request. Here its not been 7 days but almost 90 days! please get this resolved for me immediately as I should have to wait one day extra. They are not even paying me interest on this!
Company Response: Closed with explanation

Timely Response

2019-02-06

Chicago, IL

Written notification about debt

Debt collection: I do not know

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

Timely Response

2019-02-06

AZ

Other features, terms, or problems

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

Other problem
Complaint: I recently applied for a credit increase with my XXXX card I have had for 2 years with an XXXX credit score via their own Credit Wise site. I was denied with two reasons listed. The first was your average monthly payment has been too low which their solution stated as generally if you make more than your minimum monthly payment on time for three months you can reapply for a credit increase. During the entire time I have had this account, I have consistently paid 2-3 times the minimum payment every month which makes their first reason entirely FALSE. The second reason given was recent usage of this account for monthly spend has been too low so I am being penalized for wishing to pay down the balance on my account. I then called Capital One to speak with an agent who was incredibly unhelpful. Her only response was credit is very complicated and we can not discuss this with you and abruptly ended the call. This means there is no way we can even attempt to discuss the erroneous information given to me nor to correct it. Capital Ones arrogance in this matter is reprehensible with their attitude of whatever we say is the truth and we dont care of any circumstances that may need clarification.
Company Response: Closed with explanation

Timely Response

2019-02-06

Perkasie, PA

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

2019-02-06

Erwin, TN

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Seized or attempted to seize your property
Complaint: I took my XXXX to the dealership ( XXXX XXXX ) on 4 separate occasions during the months of XX/XX/XXXX - XX/XX/XXXX. Each time they indicated they had repaired my vehicle. However the check engine light continued to illuminate after I would leave the dealership. The Operationa Manager ( XXXX XXXX ) promised me a refund in XX/XX/XXXX ; however the {$810.00} never credited to my account so in XX/XX/XXXX I disputed the charge. The {$810.00} should not be paid to XXXX XXXX because they never repaired my vehicle and they tied to induce me to spend an additional {$2500.00} to make other repairs. After taking my vehicle to XXXX XXXX ( XXXX XXXX ). They made the repair for {$450.00} and its been 2 months and the check engine light has not reappeared.
Company Response: Closed with monetary relief

Timely Response

2019-02-06

NJ

Incorrect information on your report

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

Account information incorrect
Complaint: i wrote to capital one where i have 3 cards in excellent standing and a XXXX credit score XXXX i just get scripts back i should be approved for savor card or get detailed explanation as to why not what info are you basing it on? It must not be correct. please tell me WHAT specifically is preventing you from giving me the card. i have XXXX XXXX score XXXX XXXX XXXX XXXX please tell me why i applied for XXXX card a few weeks ago
Company Response: Closed with explanation

Timely Response

2019-02-06

Jersey City, NJ

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
Complaint: Some one using my personal information to open an online credit card. THIS IS BEEN HAPPENING SINCE XX/XX/2018. THERE ARE THERR ONLINE APPLICATIONS. WANT SOME ONE TO STOP THIS FRAUD.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

Hinkley, CA

Incorrect information on your report

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

Account information incorrect
Complaint: Capital One Auto is reporting a late payment XX/XX/2018. It is impossible. We traded in the vehicle XX/XX/2018 and there has been a zero balance on the account since the dealer sent the pay off check in XX/XX/2018. This reflects perfectly in the history of the balances on my credit report. If you look at the balance history it is obvious there could be no late as there was nothing owed for 6 months prior on an installment agreement where no additional charges could have occurred. Capital One Auto acct # XXXX I am attempting to secure housing for my family and this is impacting my ability to do so. It is inflicting severe financial and emotional damage on me and my family. I am recovering from a serious illness caused by stress and this is causing a relapse.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-06

Seymour, CT

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 non-monetary relief

Timely Response

2019-02-06

Carmel, 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 non-monetary relief

Timely Response