CAPITAL ONE FINANCIAL CORPORATION

2019-01-19

Houston, TX

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

2019-01-19

Maxwell Afb, AL

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

2019-01-19

Omaha, NE

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: In early XX/XX/XXXX( before XX/XX/XXXX ) I was contacted by Cabelas due to suspect fraud on my account. At that time I was told that all activity for the card was suspended. A new card was not sent at that time due to after already establishing I was the card holder the customer service representative stated that they would have to go through some process which re-verified my identity since I was traveling and was not at my normal mailing address. Instead of playing those games after already having been on the phone with them for an excessive amount of time I declined with the assumption that the new card would be sent to my normal billing address. This was not the case and I have not had a Cabelas Visa card since then. On XX/XX/XXXX, I contacted Cabelas by E-mail and asked how to transfer my points off of the Cabelas Card. On XX/XX/XXXX Cabelas Customer Service ( XXXX XXXX. ) contacted me via e-mail and asked if I would like the points transferred to a Cabelas Gift Card and if I wanted the card canceled. There were multiple e-mails back and forth as due to the poor customer service I experienced on the phone I did not wish to talk to them. In these e-mails it was stated they could not issue a card unless they spoke to me on the phone, In the end Cabelas sent me a Cabelas gift certificate for the value of the points on or about XX/XX/XXXX Cabelas customer service ( XXXX XXXX. ) also stated that they had contacted the Cabelas Club advocacy Group regarding the request to close the account. On XX/XX/XXXX I received an e-mail from Cabelas Visa stating the only way they were going to close the account was if I called then or sent them a written notice. Several E-mails went back and forth trying to get an explanation as to why they needed to speak to me to close an account without any success. On XX/XX/XXXX I noticed a new charge on the account ( XX/XX/XXXX ) that was supposed to be closed due to fraud. I contacted Cabelas Visa and asked how this had occurred. I also point out at this time that their procedures for closing a card due to fraud did not seem to be working well. On XX/XX/XXXXXX/XX/XXXX, I received an e-mail ( XXXX XXXX ) stating that I would have to call in and report the charge as fraud if I wanted to do anything about it. As the charge was for an item that had been on back order, I paid the charge. This is detailed in attached Cabelas Card E-mail Chain 1 and 2. During this time period and until the last week in XXXX I had been traveling extensively and my primary means of communication was limited to e-mail. At this time as I had stated multiple times that the account should be shut down as I do not have access to it as I had not been supplied a replacement card after the fraud issue in XXXX, the system where I could log in and check on the account was changed, and I did not receive a statement in the mail in XXXX, I made the assumption that the card been canceled. However in late XXXX I received in the mail a brand new Cableas Mastercard, I did not activate the card and stored it in my safe. When I received the statement covering XX/XX/XXXX it showed a charge on XX/XX/XXXX ( {$25.00} ) against the Cabelas Visa card. I sent a letter to Cabelas the next day (XX/XX/XXXX ) with the payment stub from the statement notifying them of the fraudulent charge on XX/XX/XXXX requesting a written explanation of how the new charge had occurred and how the charge in XX/XX/XXXXoccurred that I had paid, and to have the card cancelled. I did not receive the requested written explanation of how charges have occurred twice against a credit card number after all use of the card was supposedly shut down due to fraud yet. I did receive a letter from Capitol One dated XX/XX/XXXX that stated that the card had been cancelled. When I received the statement covering XX/XX/XXXX, it showed an additional charge on XX/XX/XXXX ( {$29.00} ) against the Cabelas Visa which was card that was supposed to have been cancelled and interest ( {$.00} ) and penalties ( XXXX ) from the previous charge. As I did not provide the MasterCard number to anyone or activate the card and the Cabelas Visa was supposed to have been closed due to fraud I was left wondering what is going on. The following day ( XX/XX/XXXX ) I sent a letter to Cabelas/Capitol One the next day with the payment stub from the statement notifying them of the fraudulent charge on XX/XX/XXXXagain, notifying them of the fraudulent charge on XX/XX/XXXX and requesting a written explanation of how these charges had occurred and how the charge in XXXX occurred that I had paid. I also asked why I was being charged interest and penalties on charges that were fraudulent. On XX/XX/XXXX, I received a letter from Capitol One dated XX/XX/XXXX stating they are unable to fulfill my request through written communication and providing a phone number to call. On XX/XX/XXXX, I replied in writing clearly stating that due to the issues that started this dispute in XXXX I am not willing to and do not intend to discuss this with them over the phone. I also requested either a written explanation of either why the charges were allowed to be made or why they are unable to provide a written explanation as to why charges are occurring on an account that is supposed to be suspended since XX/XX/XXXX. Since them I have received several e-mail reminding me of overdue payments, however none of the e-mails were able to be replied to as they were from a Do Not Reply address. I have also received multiple calls from Capitol One trying to talk to me on the phone. Today, XX/XX/XXXX, I received a statement covering XX/XX/XXXX showing additional penalties ( {$38.00} ) and interest ( {$.00} ) being charged against the disputed charges. Leading up to this incident, I had been a holder of a Cabela 's Credit Card for several years. Cabela 's required that all fraudulent charges be documented in writing. While the orginal charges were against a account ending in XXXX which was the Cabela 's Visa, according to the statements I have received it appears it now also involving accounts ending in XXXX and XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-01-19

Ballardsville, KY

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

2019-01-19

Montevallo, AL

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

2019-01-19

San Jacinto, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I have been getting phone calls from XXXX XXXX since XX/XX/2018. They always call from a different state area code such as XXXX for New York and XXXX in California. Every time I block a number, they call back within hours from a new area code and number. I have never received a letter or bill but it's on my credit so I have no way to dispute this. Plus it shows that they have re-aged the debt on my credit. I have seen the time started roll backwards by a year
Company Response: Closed with explanation

Timely Response

2019-01-19

MO

Incorrect information on your report

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

Account information incorrect
Complaint: Capital One Bank USA NA # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX They were to automatically withdraw the payment and did not because I am on autopay. They were called and they were to fix it and said they did. Now I see from checking they haven't fixed the problem. I was not late at all. I paid the payment online after talking to them. Because they did not take the payment out, which definitely not my fault. It clearly was there. The payment they missed was XX/XX/2018. As you can see I take my payments very seriously. I go back five years and have never missed or been late on one payment. Thank you for your time, it is greatly appreciated. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-01-19

Columbia, IL

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-01-19

Brooklyn, NY

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2019-01-19

Houston, TX

Incorrect information on your report

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

Account information incorrect
Complaint: CAPITAL ONE WAS SUPPOSE TO DELETE THIS ACCOUNT TO SHOW PAID IN FULL.
Company Response: Closed with explanation

Timely Response

2019-01-19

NC

Incorrect information on your report

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

Account status incorrect
Complaint: I filed a complaint concerning Capitol One mishandling a dispute investigation, case # XXXX-XXXX. Capitol One contacted me via a phone call on XX/XX/XXXX from a representative named XXXX who has been in touch with me via phone conversation only since. XXXX identifies herself in the respoinse letter in the former complaint, with the following information ; " If you have questions or concerns, please give me a call at XXXX, Monday-Friday from XXXX XXXX-XXXX XXXX. PT. When contacting me, please use XXXX as the 6-digit PIN when prompted. My 7-digit extension is XXXX. Im glad to help any way I can. Sincerely, XXXX XXXX, on behalf of Capital One '' XXXX informed me on XX/XX/XXXX, that Capitol One have determined that they had made a mistake and woud be refunding the charges on my account, as well as all associated interest charges. XXXX asked if I would be keeping my account with Capitol One Spark if the account was re-credited of all charges, and my response was, and is, that it all depends on how the situation is handled. XXXX has responded to several calls since XX/XX/XXXX, all the way up till this past week as recent as XX/XX/XXXX. All phone conversations were stated as being recorded by Capitol One, and by myself XXXX XXXX. In conversations since XX/XX/XXXX, XXXX has stated that Captiol One was working to re-open my account, and re-credit the amount shown previously as due, that this matter would not reflect negatively on my credit history in any derogative manner or negative to my credit history, and that they would restore my standing with the credit agencies by stating this was an error and restoring my FICO score. XXXX has since told me in every conversation that this would be a " long process '' but they were working as hard and fast as possible to restore my credit. XXXX told me also that they would send me a written statement confirming these verbal claims, but could not garutee a date or method for this written confirmation, but that I would simply need to remain patient while this was resolved. As recent as XX/XX/XXXX, Capitol One has now reported to XXXX that this amount is still owed. All credit reporitng agencies show this matter still as a 'Derogatory Information ' and that the account comments read as ; " CHARGED OFF ACCOUNT, ACCOUNT CLOSED BY CREDIT GRANTOR, ACCOUNT PREVIOUSLY IN DISPUTE-NOW RESOLVED BY DATA FURNISHER, ''. This information in contrary to what was, has been, and is being promised by Capitol One, which was to restore my credit, clear any and all Derogatory Information, and report an error on their part, not a charge off. The actions taken by Capitol One have lowered my FICO score, and now leave a derogatory note on my credit history. All phone conversations and claims that my credit would be restored, and that no derogatory information would be reported, have been recorded and I do have these recordings. I did wait for a letter stated to be sent within 2-4 weeks, on XX/XX/XXXX, and have still not received any letter. I have not seen any acceptance of fault by Capitol One reported to any credit bureaus, but rather they have now rolled this into a 'Charge Off ' account which negatively affects my credit, despite I have done no wrong, have not defaulted on any debt, have disputed debt properly and consistently with creditor and credit reporting agencies. Under the Fair Credit Reporting Act ; 623. Responsibilities of furnishers of information to consumer reporting agencies [ 15 U.S.C. 1681s-2 ] There is a clear breach of accurate information being provided on multiple levels. The account shows as being a 'Charge Off ' although we have been provided pin numbers and activation letters from Capitol One showing the account as open, contrary to the CB 's showing the account as a charge off. Also the 'Charge Off ' in contradictory to all infoirmation expressed verbally and recorded by XXXX that the account would be restored and no derogatory information to be reported. In addition the FCRA states that any new negative reports be submitted to consumers in writting within 30 days, which has not been done, but rather Capitol One has been consistently mis-leading me to believe they were restoring my credit history, and FICO score, all the meanwhile they have been walking this to a 'Charge Off ' and it would appear trying to appease me as they move towards a statute of limitations on civil recourse. Capitol One has neglected to send me any information in writting, other than the pin numbers to the " re-activated '' account, that they tell us verbally we do not owe for and are restored, however the Credit Bureau 's show different information as being reported.
Company Response: Closed with monetary relief

Timely Response

2019-01-18

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-18

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-01-18

Co Spgs, CO

Other features, terms, or problems

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

Other problem
Complaint: I enrolled my credit card debt with a company called XXXX XXXX XXXX and two of my credit cards are with Capital One. Capital One closed my accounts and accepted the written proposal and deal from XXXX XXXX XXXX for a set amount each month. By accepting this deal it wipes out any past due amounts and reduces the interest rates and fees that allows me to get the credit cards paid off within a 3.5 year period. Capital one keeps sending me notices stating that i owe 400.00+ on one card for the monthly payment and then 350.00+ for the monthly payment for the other one. This is incorrect and I feel that Capital one is trying to report me to the credit bureaus as late each month even though they have received their payments from the XXXX XXXX and this practice is just unprofessional and bad. They accept a deal but then try to collect more than they accepted. This company is proving to be dirty and bad and as a consumer I need the CFPB to step in and make this company abide by the deal that they accepted. I could have simply stopped paying on the cards and defaulted but I did not want to do that and now they try to treat me like this. They are in blatant violation of this agreement and they need to be investigated for it. They have no choice but to report my credit card as current each month because they have accepted an agreement from XXXX for a specific monthly payment and they have been receiving those payments each month. This is simply a case of a credit card company trying to extort more money from me outside the terms and conditions of the credit counseling group. They need to be held responsible for any and all incorrect credit reporting they are doing to me.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-18

Bohemia, 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

Problem with personal statement of dispute
Complaint: This complaint is specific to practices by capital one bank. I held a personal line of credit with lender since XX/XX/XXXX. I received a letter from capital one XXXX XXXX which claimed the loan was in Default and no additional credit would be extended and once the loan was paid in full the account t would be closed. I was unaware of any default on the account but did immediately paid off the balance of approximately 24k in a single payment. I contacted the lender and was informed capital one no longer offers personal loans and is marking all accounts where possible as in default. It didnt make sense to me at the time but upon reviewing my recent credit report I see that capital one reported my account as delinquent virtually destroying my credit score. They clearly sought a way to remove themselves from the personal loan and caused me personal harm in the process. After seeing the impact to my credit I Immediately contacted capital one to learn they claim my XXXX payment was late because I didnt make the minimum payment. I advised them my payments were always made online through their platform including the final payment to pay the balance. They stated I should not have relied on the minimum monthly payment reflected on line as that could have been inaccurate. In fact they state I paid an incorrect amount prior month ( despite what was stated as the minimum payment online ) which caused a portion of the unpaid amount to carryover from month to month unknown to me. The customer service representative informed me the capital one online banking system was not where we want them to be and that I should not have relied on the minimum payment amount reflected on their system. Why am I being held accountable for a flaw in their online banking system and frankly I now believe this was simply an attempt for capital one to close personal loan accounts through their own admission they no longer want to offer. They want off of these loans now and have undertake questionable business practices to do so. When you call capital one XXXX customer service number the pre recorded message now states capital one is no longer offering personal loans. These are deceptive practices by capital one with intent to elimate loans and create adverse credit impact for its customers. I have challenged this through credit agencies with no success and sent email to Capital One CEO and his executive team and did not receive a single response. The documentation provided by capital one to credit agencies claims a late payment but the specific individual months never reflect an overdue amount. Given likely large scale pattern of behavior and business practices against consumers, CapitalOne will be subject to a class action lawsuit.
Company Response: Closed with explanation

Timely Response

2019-01-18

Houston, TX

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

2019-01-18

Mid City West, 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 non-monetary relief

Timely Response

2019-01-18

CA

Managing an account

Checking or savings account: Savings account

Problem accessing account
Complaint: I opened an online savings account but was unable to create a username for online access because of a retail checking account I had 6 years ago. I do not know the password for that account. I am unable to reset the password online, and when I call in to get the password reset, I am transfered endlessly between people.
Company Response: Closed with explanation

Timely Response

2019-01-18

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

2019-01-18

Bristol, PA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with monetary relief

Timely Response

2019-01-18

New Bedford, MA

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 I reviewed my credit report and found late payment on the dates below : XX/XX/2018- 30 DAYS LATE I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-18

Garland, TX

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

2019-01-18

Superstition Mtn, AZ

Other features, terms, or problems

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

Problem with customer service
Complaint: I received 2 calls outside of the time the company is able to call. The first call was on XX/XX/XXXX @ XXXX XXXX. I informed the representative that my local time was outside the allowed time. The representative verified my Arizona mailing address. The representative apologized and terminated the call. I then received a call on XX/XX/XXXX at XXXX XXXX. Again, I informed the representative of my local time, she continued the conversation and then when on to say that " by law, we can call until XXXX XXXX, I then repeated that it was XXXX XXXX. She continued to attempt to collect a late payment from me and I stated I was asleep, and have to be up at XXXX XXXX, I would schedule on my phone app.
Company Response: Closed with monetary relief

Timely Response

2019-01-18

North Tunbridge, VT

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with non-monetary relief

Timely Response

2019-01-18

Silver Spring, MD

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: My mother had a capital one 360 account. She passed away in XX/XX/XXXX. I started the process of trying to liquidate her account and get it transferred to her estate account in the beginning of XXXX. there have been various back and fourth. of them wanting more or different paper work but I believe the bank had all of the required forms and instruction as of Tuesday a week ago. XX/XX/XXXX. I called and confirmed and they stated that it would take 5-7 days to process. I called today XX/XX/XXXX and they confirmed they had all the right paper work but it would take 40-50 days to process.the manger also refused to let me talk to her boss and stated that he doesn't take calls. XXXX employee number XXXX
Company Response: Closed with explanation

Timely Response