CAPITAL ONE FINANCIAL CORPORATION

2019-02-05

Boston, MA

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

2019-02-05

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
Company Response: Closed with explanation

Timely Response

2019-02-05

Dayton, OH

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-02-05

Hereford, TX

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 non-monetary relief

Timely Response

2019-02-05

MT

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: On or around XX/XX/XXXX, I purchased an adjustable bed and a set of bamboo sheets from XXXX XXXX XXXX XXXX in XXXX XXXX, MT. At the time of purchase, I applied and was approved for a credit account through CapitalOne at a 0 % interest rate for 18 months. Although I had not yet received any information on my account, I used the account information that I obtained when I applied at the time of purchase to mail off my first payment of {$100.00} via online bill pay through my credit union on XX/XX/XXXX. I thought I was being proactive, believing that my first payment wouldnt be due until probably the end of XXXX at the earliest. I discovered later that the check never cleared, but subsequent checks that I mailed off did. I never received any statements or correspondence at all- no telephone, email, text or snail mail. This past XXXX, I wanted to check my payoff amount, but was unable to log into the website ( I had never set up an account ) so I ended up calling the phone number to obtain my balance. I was surprised to find my balance at the time was two or three hundred dollars more than I expected. Although I spoke to a Customer Service representative, I did not receive a satisfactory response as to why my balance was so much higher than I expected ( or why I had never received any correspondence of any kind ), so I requested a copy of all my statements. The customer service representative I spoke with was not pleased that I was requesting copies of my statements. When my statements finally arrived in the mail, I realized that because my first payment was ( apparently ) never received, I had been charged late fees as well as interest on my purchases. I submitted a payment request from the credit union ; I also wrote a letter to CaptialOne ( dated XX/XX/XXXX ) explaining the situation and requesting that I be refunded the late fees and interest that I was charged because that XX/XX/XXXX payment never arrived at its destination- or at least was never cashed. The letter, along with copies of my statements and proof that my credit union submitted the payment, were mailed to XXXX using the address on listed on the statements for billing inquiries. On XX/XX/XXXX, I again contacted and spoke with someone in the Customer Service Department ( XXXX ) to confirm that my original letter was received, and I was a little confused. From the conversation I had with the customer service representative, whose name I didnt get, I can only assume that my original letter, dated XX/XX/XXXX and mailed off probably XX/XX/XXXX or XXXX, was never received- although Im not sure that the question was ever actually answered. She did not inspire a lot of confidence that she knew what she was doing because she kept putting me on hold, and kept redirecting the conversation away from the reason I actually called. By the end of the 38 minute call she seemed to be arguing with me because she thought I wanted to have that {$100.00} uncleared check credited to my account. But that is not the case ; I have no control over whether that check arrived at its destination, and I have no way of knowing where that check is so I dont expect a credit to my account for money that was never received by CapitalOne or debited from account. What I was requesting is that the {$130.00} in late fees and interested that I was charged over the course of several months be credited back to my account, because if the payment had made its way to where it was supposed to go, I wouldnt have been charged those fees. All I know is that the credit union claims that the check was mailed off- and all the other payments have made it to their final destination. I also have no idea why the XXXX XXXX statements never arrived in my mailbox, but if they had, I would have known immediately that the initial payment was never received. To some extent I can understand why the Customer Service representative would be accusatory and suspicious. And having been a loyal customer of CapitalOne 360 since it took over XXXX XXXX XXXX in XXXX, it didnt initially occur to me that any funny business would have taken place. But about halfway through the phone call with the Customer Service rep, the thought popped into my head that for all I know the check was intentionally left uncashed for the purpose of charging me late fees and interest- and that my monthly statements were never mailed off so that I wouldnt catch on. The only positive aspect of the phone call is that I was given a fax number to use to reach out to try and get this whole matter resolved. I still dont know whether my original letter was ever received, and if it was received, I have no idea whether a response was ever sent because nothing ever arrived in my mailbox- but the statements never arrived there either. However, I was unable to get confirmation that the fax ever arrived at its intended destination, so I mailed off copies of both letters, the statements and other proof of payment from XX/XX/XXXX via certified mail on XX/XX/XXXX. I later received a letter dated XX/XX/XXXX indicating that my inquiry was received and forwarded to the appropriate department. Later still, I received a letter dated XX/XX/XXXX stating they were unable to fulfill my request vis written correspondence and that I need to call them ( which was contradictory to what the Customer Service Reps were had told me- they indicated that there was telephone correspondence available ). I called them on XX/XX/XXXX and I honestly don't remember what was discussed, just that nothing was resolved. Recently I received yet another letter, this one dated XX/XX/XXXX stating that part of my letter was not legible and therefore they needed additional information for clarification. It also requested that I send a separate signed letter or phone their office again so that they can assist me. Based on the fact that one of the letters addressed to me was dated XX/XX/XXXX, yet my certified mail was sent XX/XX/XXXX ( and a return receipt indicates that it was received XX/XX/XXXX ), that indicates to me that they have received at least two different copies of my paperwork. At this point, I feel like I am just getting the runaround. When I tried to reach out via telephone, I was informed that there wasn't anyone I could reach out to via telephone other than Customer Service. When I finally found a way around the Customer Service phone number, I am constantly being told that my correspondence is either lost or illegible.
Company Response: Closed with monetary relief

Timely Response

2019-02-05

Canoga Park, CA

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

2019-02-05

Tibbs, MS

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I am in Mississippi. I had a Credit card with Capital One and it got closed because I could not pay and had gotten the balance over the {$300.00} credit limit to {$700.00}. They ended up turning the account over to XXXX XXXX and a different person from XXXX XXXX calls and usually they won't listen when you tell them you can't talk, they will call multiple times a week and even on Sunday which in Mississippi is against the DNC laws. Also, they have wanted to take my SSI check and said they have taken SSI checks in the past to cover debts which is illegal for these types of debts, and have checked with my law firm on this. It is always a different number and they do not care if they break the law as long as they collect. Some of the agents are threatening and rude while others are polite. I have even told them to stop calling. They even call after XXXX.
Company Response: Closed with explanation

Timely Response

2019-02-04

Hinkley, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: I rec 'd a XXXX cancellation of debt from Capital One Bank. the form states date of event as XX/XX/XXXX. this is incorrect as the account was charged off XX/XX/XXXX. this XX/XX/XXXX date is also on my credit report. How is it the Credit card company can state the date as XX/XX/XXXX when it was charged off 5 years ago. shouldn't they have sent the XXXX at that time? Also on my XX/XX/XXXX IRS taxes this account was included on form XXXX discharge of indebtedness. I don't believe I should have to report this account with Capital one bank twice to the IRS.
Company Response: Closed with explanation

Timely Response

2019-02-04

Bronx, NY

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

2019-02-04

Sangerville, ME

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

2019-02-04

Granada Hills, CA

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

2019-02-04

Mill Valley, CA

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 monetary relief

Timely Response

2019-02-04

Spanish Spgs, NV

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-02-04

Arlington, 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
Company Response: Closed with monetary relief

Timely Response

2019-02-04

AZ

Problem with fraud alerts or security freezes

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

Complaint: A debt that I never had, has shown up in my credit report. A Capital One credit card ; showing over {$3000.00} worth of debt. I have Never had a Capital One Credit Card. They said this is from 2008 yet has just now showed up!!!! I want this off my credit report, now!!!
Company Response: Closed with explanation

Timely Response

2019-02-04

Newark, NJ

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response

2019-02-04

Burlingame, CA

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-02-04

Simpsonville, SC

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2019-02-04

Alexandria, VA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Closed with explanation

Timely Response

2019-02-04

Bell Canyon, CA

Attempts to collect debt not owed

Debt collection: I do not know

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

Timely Response

2019-02-04

Carrollton, TX

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

2019-02-04

IL

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 a victim of Identity theft/fraud. I have notified this collection company/original creditor several times that the account does not belong to me, I have not in any way received goods or services from this company and I have provided my police reports, my FTC id theft AFFIDAVIT signed and notarized along with my sworn statement regarding the fraudulent account. documents submitted to CAPITAL ONE BANK USA, XXXX XXXX XXXX, XXXX AND XXXX XX/XX/2018, includes affidavit, police report, sworn statement w/ signed signature receipt XX/XX/2018, includes affidavit, police report, sworn statement w/ signed signature receipt This company is in violation of the FCRA. CAPITAL ONE BANK USA, XXXX XXXX XXXX, XXXX AND XXXX continue to report this fraudulent account on my credit report although I have provided these documents with no response from the company or any representatives. This account must be removed immediately, as it is in clear violation of the FCRA.
Company Response: Closed with explanation

Timely Response

2019-02-04

PA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have had nothing with capital one, an I have never been near XXXX XXXX XXXX. I do not understand how this is on my report when i have not even applied for anything through capital one! XX/XX/2018
Company Response: Closed with non-monetary relief

Timely Response

2019-02-04

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

2019-02-04

Englishtown, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I disputed a fraudulent charge on my account in the amount {$2200.00} I am a victim of identity theft and I did not make or authorized this charges I have 7 years freeze on my credit report since XX/XX/2016 but still XXXX XXXX XXXX XXXX XXXX Account XXXX still send me a letter for collection
Company Response: Closed with non-monetary relief

Timely Response