CAPITAL ONE FINANCIAL CORPORATION

2019-01-31

PA

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Complaint: Kohl 's contacted me at a time reasonably believed to be inconvenient. On Sunday, XX/XX/XXXX, I received a call past XXXX XXXX. Kohl 's had been placing repeated calls for a partially owed payment within the month it was due.
Company Response: Closed with explanation

Timely Response

2019-01-31

Jacksonville, FL

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2019-01-31

Rancho Santa Margarita, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-01-31

Grangeville, LA

Incorrect information on your report

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

Account information incorrect
Complaint: This is my third complaint against XXXX XXXX at Capital One. He continues to close my account without thoroughly investigating. He sent me a copy of a form that looks made up and isn't my signature. I called him several times, but he did not answer. XXXX XXXX had a pig of a salesman who literally ran my credit multiple times without permission and XXXX XXXX declined my request to remove the hard inquiry. I reported it to my state attorney department that handles this and hopefully they take care of it. I will not stop until I get justice and get these illegal acts removed.
Company Response: Closed with explanation

Timely Response

2019-01-31

CO

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 submitted a dispute with Capital One about being charged for a service I did not authorize at XXXX XXXX XXXX. I had taken my car to XXXX XXXX for a flat tire repair, and authorized the {$10.00} charge, offering my credit card at that time. However, when my car was not returned after 4 hours, I found that they had erroneously replaced the tire on my car instead of repairing. I did not authorize this work, as would have been required both by company policy and state law, and refused to sign the work authorization form. However, they charged my account for {$57.00} anyway. Capital One has sided with the merchant because the merchant printed on their receipt, " no signature required for purchase. '' However, I did not authorize the amount charged. If I had purchased a {$0.00} candy bar and they had erroneously charged me {$50.00}, but printed this on the receipt would the merchant have been justified with siding with them in that case? No! So this argument is clearly flawed. Capital One has requested I provide documentation, and refused to reach out or speak to the merchant. However the only one with paper documentation, IS the merchant. Yet Capital One wont even call. They stole my credit card details by collecting them under false pretenses, then using them for a purpose other than I originally specified. That is fraud. Follow the law.
Company Response: Closed with explanation

Timely Response

2019-01-31

Federal Way, WA

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX I went to XXXX to purchase and Air Mattress a long with some other items for a total amount of {$280.00}. About 3 month later on XX/XX/XXXX, the Air Mattress sprung an air leak. I ended up learning that the Air Mattress unlike most Air Mattresses did not come with a repair kit in the box. Unable to self-repair the Air Mattress and unable to find my purchase receipt, I took the air mattress back to XXXX to see if they could do anything to help resolve my issue. speaking with an employee and a manager, they were unable to verify my transaction of the purchase of the air mattress, even though I performed the transaction with a debit card using my pin. I showed them my banking statement to prove my proof of purchase, which they accepted but stated they would not give me a refund, rather, as I was just 1-day shy of the 90-day mark for any returns or transaction disputes, they would offer to exchange the air mattress for another of equal or higher value, not less. I was fine with this, as I was initially satisfied with the air mattress purchase, I was not initially looking for a return but to get the same one back. Upon checking their sales floor, I could not find the air mattress, and I could not find another air mattress of higher value to exchange it with. Hopeful, I approached the manager again and explained I was unsuccessful and finding a replacement air mattress. The manager had the same employee who was also assisting verify that they did have one in inventory, but they could not physically find it. The manager explained to me that this could mean that " it's in a shopping cart right now, or somebody stole it ''. I asked her if there is anything that can be done. I ask if I can receive a credit to which she denied my request stating they can not take the item back without a proper XXXX receipt. She offered that I can take the mattress to another store that has the item in stock, and conduct the exchange there. I went to 2 different XXXX stores and each told me the same thing, that they do not share inventory with other stores. defeated, I went back to XXXX where I purchased the item from originally and explained to the same manager what the other XXXX stores told me. She said, then at this point, there is nothing else that she can do for me. Undeterred, I figured I can explain the situation to my bank and get assistance on my dispute with XXXX. I contacted Capital One Bank on XX/XX/XXXX regarding the situation and they provided me a provisional credit while working on my claim. The provisional credit covered {$280.00} plus another {$350.00} to back pay my overdraft fees I racked up that month of the purchase. I then received my claim number : XXXX. On XX/XX/XXXX I received a letter in the mail from Capital One Bank stating that my claim was denied because " The Merchant Info shows there was no error '' and that my provisional credited funds, would be deducted back from my account for a grand total {$630.00} on XX/XX/XXXX I called Capital One Bank to dispute the claim decision. upon speaking with the person who handled my claim, she stated that the claim was denied because this was a purchased made with a verified debit card pin. I explained to her, that the transaction was not what I was disputing but purchase of an item that I am no longer able to use. The rep stated to me that I could have spoken with XXXX about a store credit, but this was already technically offered to me when they agreed to exchange the item for equal or higher value but I could and was not able to find a replacement. With no way to get help in resolving my claim with XXXX and now Capital One Bank. I decided to contact Master Card as I recall Master Card having some form of a program called " Buyer 's remorse ''. I contacted Master Card and followed the prompts on the phone until I made it to their debit card claims department. After explaining my situation to them, Master Card stated, they can not assist with my concerns as my Master Card was issued by Capital One Bank and they advised I take the concern up with them.
Company Response: Closed with explanation

Timely Response

2019-01-31

Hubbard, OH

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Complaint: On XX/XX/XXXX Capital One Bank sent me a notice confirming that they sold accounts were included in a bankruptcy filing on XX/XX/XXXX, On XXXX XXXX before the case was dismissed on XX/XX/XXXX. This is illegal. I have sent multiple complaints about many violations with the sale, collections practices and validity of accounts they sold to XXXX XXXX XXXX Capital One Case # XXXX CFPB Complaint # XXXX
Company Response: Closed with explanation

Timely Response

2019-01-31

FL

Incorrect information on your report

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

Account status incorrect
Complaint: Dear Sir/Ma, I am writing to dispute information on my credit report to be accurate under the FRCA. There are several this on my report is not correct. Starting with capital one that account is reporting wrong. The first thing is why were they reporting charge off after my charge off date. This account was charge off in XXXX but they reported every month in XXXX c/o. The other issue is why are they showing a balance when it was charge off. I want this account removed off my credit report under FRCA guidelines. The other account is with XXXX XXXX/XXXX XXXX XXXX. They report my charge off date is XXXX actual my charge off date is XXXX. Why they were reporting every month after that c/o. That does not make sense to report c/o every month after that. They are violating my rights under FRCA guidelines. Please delete this from my credit report. This is another company I am having problems with. I was on a payment plan to get caught up on my loan but they were not to report me being late on my credit report, It was in the year of XXXX XXXX, XXXX, XXXX, XXXX. Please delete this from my credit report due to reporting wrong on my credit report under the FRCA guidelines. XXXX is another one why if this account was charged off in XXXX, why would you report after that date c/o every month after that. I should have one c/o date. Please delete this off my credit report. under the FRCA. It is paid now. The other one is XXXX, I only should have one charge off date not several. Why would you still report c/o after my charge off date. Please delet this from my credit report under FRCA guideline.
Company Response: Closed with explanation

Timely Response

2019-01-30

Neotsu, OR

Other features, terms, or problems

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

Other problem
Complaint: I am having some difficulties obtaining information regarding my 3 Capital One credit cards in " restricted status ''. I contacted the Capital One call center on XX/XX/2019 - the offshore representative said she would not obtain any details since it was with the Fraud Department but I was going to need to provide 3 documents for them to review. I was not willing to provide documents without more insight into what was happening or the issue being investigated. I asked to be transferred if a Supervisor but after waiting on hold for over 8 minutes -- I disconnected the call. I contacted the Capital One call center on XX/XX/2019 - I was routed through the auto-dialer to the Fraud Department. The representative was polite but unable to give me any detailed information about the status of my accounts. He explained I would need to provide a picture of my Oregon Driver 's License via a secure email link. Upon review, I would receive a phone call advising on the status of my accounts. I received the email, took 4 pictures of my ODL, and attached to the secured link and received a confirmation message indicating the transmission was successful. I contacted the Capital One call center on XX/XX/2019 - I was routed through the auto-dialer to the Fraud Department ( XXXX ). I voiced my frustration about not receiving any status on the review nor a call as indicated by the XX/XX/2019 rep. XXXX advised no documents were received and provided a little more detail into possibilities of someone else attempting to retrieve or access my account. He did not or could not provide specifics. He sent me a new link to provide my documents and waiting on the call with me to confirm receipt. He was not able to confirm receipt since the documents again were not received. He was going to consult another party to confirm if there was a technical issue to explain why my documents were not being received. Then, the call disconnected. I can not begin to express to you how perplexing, concerning, and frustrating this has become to me as a long-standing Capital One customer. I may not have thousands of dollars of CC activity each year but I am definitely a customer who pays their bills and is paying monthly interest on my credit cards. I NEED someone to explain to me the specifics of the current restricted status of my accounts. I NEED someone to confirm receipt of my previous 2 submissions. I do not think it is too much to ask especially since it is MY personal information Capital One is requesting and asking me to compile without giving me any details. It is an odd way to do business and definitely lacks transparency. I noticed the restricted message on my Capital One mobile app when I was checking the status of my autopay. There has been no verbal or written outreach by Capital One to me to advise or inform about the status of my account either.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-30

Colfax, IN

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

2019-01-30

Detroit, MI

Incorrect information on your report

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

Account status incorrect
Complaint: I have a derogatory account reporting on my credit for a credit card that was discharged in my bankruptcy package. Their is no reason why this account should be still active on my report. It has the Chapter XXXX BK mentioned in the remarks but shouldve been removed off of my credit once my BK was discharged
Company Response: Closed with non-monetary relief

Timely Response

2019-01-30

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

2019-01-30

Cheshire, OR

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 monetary relief

Timely Response

2019-01-30

Beachwood, 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

2019-01-30

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

2019-01-30

Fountainville, 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
Complaint: On Tuesday, XX/XX/2018 XXXX AM, I received a fully booked invitation to visit the " XXXX XXXX '' ( An Independent Indian Tribe Local Government in Oklahoma ), this invite included the Flight, the hotel and a rental car. Everything was accurately planned and scheduled and sent to me. XX/XX/XXXX, I traveled without any problem, picked the car, checked in at the hotel with no problem at all. It is the norm that I authorize the incidental costs on my credit card, I never had a problem. Everything went so well, I returned the car, with the gas tank half-full and I did return it on time as it was sent to me in the plan I had in hand. Thu, XX/XX/2018, I was hit by a charge on the car rental, I called and emailed customer service of " XXXX XXXX XXXX '' to investigate about that charge, and I was nice enough to say if you want to charge me about the half tank gas, it is OK, you can charge me for the full tank as per the price agreed upon and return the rest of the money. I requested a bill, they actually did send me a bill of {$130.00} that includes the whole thing with the rental ( that was paid for already ) with the gas with everything, I called my bank ( Capital One ) to dispute and a nice lady interfered and I stayed over an hour on the phone, 1- If my total bill is {$130.00} only why am I charged with {$170.00}? 2- I claim that I owe them only half a tank which is according to the prices is {$38.00}. They offered to give 50 % discount, convincing us to get 50 % of the {$170.00}, which I hatefully agreed on and I was refunded {$19.00}. I rejected that refund while I was still over the phone with my bank and the merchant. I tried so hard to have answers for the above 2 questions. I never succeeded. The banker agreed to give me 100 % refund and asked me to submit all the documents I have that prove my trip was fully booked. I did provide all the documents I had which show clearly my point. XX/XX/XXXX, I found that I was re-billed the amount .. I called again, my bank, the banker confirmed they received all my documents and he was confused, struggling with words and told me that I had to talk to his manager. The manager, she can not do anything about it and I will have to go to the Merchant to bring a signed bill because they do not know how much to charge me. She wanted to convince me that {$170.00} is the price of the gas and that {$19.00} is half of the price of the gas. She did not make any sense, I have all the phone records ( as they do ) and all the documentations as well.. I am ready to escalate this to the court if this is not resolved.
Company Response: Closed with explanation

Timely Response

2019-01-30

Norco, CA

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

2019-01-30

Amboy, IA

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-01-30

Bloomington, MN

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: XXXX XXXX XXXX managed by Capital One offers 6 months same as cash. I found out recently that within the last 2 months of the 'Same as Cash ' promotion period, payment funds are applied to the Same as Cash balance, which will cause any regular balance to have interest charged. This has happened to my account on 2 separate occasions. I noticed the following notification on my billing statement : How payments are applied to your account : We apply the amount of your payment equal to the Minimum Payment Due at our discretion and generally to the Minimum Payment Due calculated on each credit plan. We apply any payment in excess of the Minimum Payment Due on your account to higher APR balances before lower APR balances. If you have a Same As Cash Credit Plan ( s ), we will automatically apply payments received during the final two complete billing cycles and up to the date of expiration first to the required Minimum Payment Due and next to the plan ( s ) that is expiring, in order of expiration ; at other times, we will treat your Same As Cash Credit Plan as having a 0 % APR for purposes of determining payment application. Based on the information above, technically, I need to have a XXXX regular balance otherwise, any payments will be made to the Same as Cash, which will cause the Regular balance to have interest charged. For example : I make a purchase for {$600.00} and select 6-months same as cash. I decide to pay $ XXXX/month until it is paid off. Each month I pay any additional purchases balance, plus {$100.00} dollars. This works without issue until the 4th month of the 6-month Same as Cash, because payments will be applied to the remaining {$200.00} of the Same as Cash balance first. So if I have a Regular balance of {$500.00} and pay {$600.00} ( $ XXXX+ {$100.00} [ monthly same as cash ] ), {$200.00} will be applied to the Same as Cash balance, leaving the Regular balance of {$100.00} in which I am charged the regular APR rate. This in effect means that I don't have 6 months to pay off the remaining balance. With both occurrences, I spoke with Capital One and they reversed the interest charges, but many people may not have caught this and were charged interest.
Company Response: Closed with explanation

Timely Response

2019-01-30

Antelope, CA

Fees or interest

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

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2019-01-30

Seligman, AZ

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 non-monetary relief

Timely Response

2019-01-30

Atlanta, GA

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 credit card account was closed because of a typographical error when submitting a payment. Once I learned of the issue, I immediately remedied the situation before even attempting to use the card. I tried to reopen the account and Capital One said I needed to wait 7-10 days. Its been a few months. Each time I call Im being told someone will call me. Nobody ever does. I opened these accounts to rebuild my credit. They are destroying my credit. Ive sent a written request and Capital One has ignored my correspondence. I need help!!
Company Response: Closed with explanation

Timely Response

2019-01-30

Seligman, AZ

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 non-monetary relief

Timely Response

2019-01-30

Medina, 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

Investigation took more than 30 days
Complaint: Had 2 credit cards charged off back in XX/XX/XXXX, both were with the incorrect last name. I paid them off, and was told that they would be deleted off my report when i submitted my last payment. I paid them off in XX/XX/XXXX, still on my credit. Submitted a dispute error and never heard anything back. I want these two capital one cards removed from my credit.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-30

Seligman, AZ

Getting a credit card

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

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

Timely Response