CAPITAL ONE FINANCIAL CORPORATION

2019-01-03

Vancouver, WA

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

2019-01-03

Danbury, CT

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-01-03

Ladera Ranch, CA

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

2019-01-03

Atlanta, GA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Capital One Bank in XXXX, Virginia. Amount owed : {$450.00}. Please write-off. Ms. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Georgia XXXX XXXX Please remove this derogatory mark from the 3 credit bureaus, XXXX, XXXX XXXX, XXXX, immediately. Today.
Company Response: Closed with explanation

Timely Response

2019-01-03

Fresno, CA

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

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

Their investigation did not fix an error on your report
Company Response: Closed with non-monetary relief

Timely Response

2019-01-03

Orlando, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-01-03

Cordova, TN

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: Captial One continues to report old information on my credit report, and its so old and should be deleted.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-03

OR

Fees or interest

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

Problem with fees
Complaint: The credit card issuer is : CapitalOne XXXX : Improper Application of my payments applied to purchases vs cash advance in accordance to the cardholder 's agreement. It was explained by customer service that if you have purchases and cash advances, the minimum amount due is applied to the principal and interest for purchases first, if you have a cash advance outstanding, the rest of the payment ( s ) received in the billing period are applied to the cash advance balance ( that includes interest and fees ). This process was not followed. All payments were applied to purchases even after the minimum amount due requirement was satisfied. With the Cash advance outstanding not receiving any payment, the cash advance fee continued to go up because no payments were applied, causing me to be charged higher and higher cash advance fees. These sequence of events happened from XX/XX/2018 to the most recent XX/XX/2018 statement. I am seeking that CapitalOne goes back and apply the payments correctly and refund any fees mis-calculated and applied to my credit card account. To stop this unlawful activity, I am looking to transfer my CapitalOne account balance to another provider. I would like to close this mess out first before I transfer. I was also told that there is no escalation path for these issues. The last customer service leader we spoke to was XXXX before that XXXX. XXXX indicated she was as high a customer could go to resolve this issue and the Back office at CapitalONe that could fix this would not respond to my problem stated.
Company Response: Closed with explanation

Timely Response

2019-01-03

Arco, CA

Fees or interest

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

Problem with fees
Complaint: Company allowed me to go over limit ( which I didn't request or desire ) resulting in late charges and reporting to credit bureau. Only discovered the credit report issue today.
Company Response: Closed with explanation

Timely Response

2019-01-03

Pullman, MI

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with monetary relief

Timely Response

2019-01-03

Randolph, MA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX went to a Capital One Bank cafe to make a payment to prevent my account from charging off. I place {$30.00} in the machine well I never received a receipt showing that the payment was credited to my account. I went over to tell an ambassador which is there version of a customer service person. I told them about I was told to call Capital One Banks customer service on Monday morning. I called customer service that Monday they told me to go back to the branch its there problem they have nothing to do with the servicing of the machines. I went back to the branch and I was told its an customer service issue. I'm in Massachusetts Capital One Bank dose not have full service branches if they did this most likely would not have happen or it would have been handle better. This is a mini branch inside of XXXX 's XXXX XXXX they have several locations in the XXXX area. The issue is my account has charged off.Now I owe money on the credit card that is not the issue the issue is the {$30.00} payment to avoid the charge off never posted to my account the machine never printed out a receipt showing that the payment. Now Capital One Bank has sent me to an collection agency. I spoke with XXXX on XX/XX/XXXX I mentioned that there should be security footage for XX/XX/XXXX the day the payment was made a long with the other times I went back to XXXX 's XXXX XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-03

San Antonio, TX

Incorrect information on your report

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

Account information incorrect
Complaint: The issue I have is with Capitol One. When I pulled my credit report on XX/XX/XXXX, I noticed they removed a credit bureau reporting they made on my acct for a 30 day past due notice on my record for XX/XX/XXXX and they changed it to show as 30 days late for XX/XX/XXXX. I called Capitol One on XX/XX/XXXX and asked them why they had changed the date of this late payment reporting and the rep I spoke with seemed very confused and could not give me a clear answer of why this happened. Then, I pulled my credit report again on XX/XX/XXXX and noticed Capitol One had put back the 30 day late reporting on my credit report for XX/XX/XXXX, but Capitol One nor XXXX ( the credit reporting agency this was reflected on ) ever sent me a notice once this negative item was reinserted back on my credit report. On XX/XX/XXXX, I called XXXX about this matter to see why they never sent me a notice once this late payment was put back onto my credit report and the rep with XXXX also acted like he was confused and told me he did not know if it was Capitol One or XXXX who initiated this removal and reinsertion of the late payment on my credit report. The XXXX rep also claimed he could not actually see where the late payment had been removed and then put back onto my credit report. I feel the reason everyone with Capitol One and XXXX are acting confused is because no one wants to take responsibility to fix this issue. As a result of the XX/XX/XXXX late payment being removed from my credit report, I want it removed again and this time permanently. Another issue I have with Capitol One is that I wrote them two letters disputing the late payments they have reported on my credit report for the months of XXXX, XXXX, and XX/XX/XXXX and they just want to keep being stubborn and refuse to remove the negative items or show me proof that my payments were actually late for those months and I requested that they send me proof in my letters to them and they just continue sending me their same generic letter saying they will not remove the items since their records show it is reporting correctly. And their most recent letter does not even address all the months of late payments I disputed with them, but they only mentioned how they corrected the error they made when they showed my account late for XXXX. They say they must report everything accurately according to the Fair Credit Reporting Act, but yet due to all of the mistakes they have made, that is not what they are doing and I am sure they have probably done this to others as well. The reason I am disputing all of the late payments they reported on my credit report is that when I review my payment history on the Capitol One website, it clearly shows my payment due date is on the XXXX of each month and this is also what Capital One told me many times over the phone. And when I review my payment history, I can see where I have been late maybe 10 days or so, but some of the months they reported me as being 30 days late, do not appear to actually be 30 days late based on my payment dates compared with their established due date. For example, I made two payments in XXXX ( on XX/XX/XXXX and XX/XX/XXXX ), but they reported me as 30 days late for that month and the previous month, I made my payment on XX/XX/XXXX. When I called a representative with Capitol One on XX/XX/XXXX to have them explain this, they just tell me to file a dispute with the credit bureaus. I told them I already did that and they rejected my claim saying the late payments were accurate and since that doesn't make sense to me based on what I see, I am calling them to get an explanation. I spoke with a supervisor with Capitol One who had a very nasty attitude and kept telling me that she is not a credit specialist and that I should just file a dispute with the credit bureaus. I told her I don't expect her to be a credit specialist, but I do expect her as a supervisor with this credit card company to explain my payment history and why they may be reporting it as late. Then the Capitol One supervisor starts telling me how they go by the billing cycle when determining if payments are late and I told her this is the first time I was hearing this and every other time I called, I was told that my payment due date is on the XXXX of each month and that is also what is shows on their website. It just seems they want to justify themselves refusing to make this right. I will upload my supporting documentation to this complaint showing my payment history with Capitol One, my dispute letters to them and their responses. I would also like XXXX to be investigated for their part in the way the issue was handled with the late payment for XX/XX/XXXX being removed and then placed back onto my credit report.
Company Response: Closed with explanation

Timely Response

2019-01-03

Foothill Ranch, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-01-03

Boston, MA

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 purchased a camera lens for {$860.00} that was falsely advertised from XXXX XXXX using a Capital One credit card through XXXX on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, I contacted XXXX to resolve my issue with the falsely represented product I was sold, but they did not provide an acceptable solution On XX/XX/XXXX, I called Capital One, and they recommended that I open a dispute claim through XXXX, and I did. On XX/XX/XXXX, XXXX informed me I would be eligible for a refund if I returned the item before XX/XX/XXXX, but I would have to pay for return shipping and may be eligible for reimbursement. When I called XXXX and told them this was not satisfactory, and I wanted shipping paid upfront by seller, they suggested I open a claim with Capital One, which I did. Capital One opened up a dispute claim and requested a number of documents to support my claim, which I forwarded on a number of occasions from the end of XX/XX/XXXX to early XX/XX/XXXX. During this time I reached an agreement with the seller in which it provided shipping cost upfront, and I returned the lens -- seller confirmed receipt on XX/XX/XXXX. However, both XXXX and Capital One are refusing to give me a refund. Capital One claims I did not provide requested documentation, which is irrelevant not that the item is returned, but also will not provide anything in writing to explain how my submissions were insufficient or how that relates to their refusal to refund my money after returning the merchandise. XXXX refuses to do anything without notification from Capital One that the dispute is resolved, and Capital One refuses to provide such notification. One or the other or both are holding my refund and refusing to cite a valid reason to justify their refusal to refund my money after I have returned the merchandise.
Company Response: Closed with monetary relief

Timely Response

2019-01-03

Bossier City, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-03

Jacksonville, FL

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
Complaint: ON ACCOUNT WITH CAPITAL ONE BANK USA NA WAS AGREED THAT IF PAID IN FULL SETTLEMENT AMOUNT THAT THE ACCOUNT WILL BE DELETED FROM MY CREDIT REPORT THE SECOND ACCOUNT WAS DELETED AS PROMISE BUT THE OTHER WITH XXXX INSIDE OF ACCOUNT NUMBER CONTINUE TO REMAIN ON MY REPORT AS A NEGATIVE ITEM WHEN ACCOUNT HAS BEEN SETTLE EVERYTIME I TRY WITH THE CREDIT BUREAS THEY JUST SAY THE ACCOUNT HAS BEEN CLOSED BUT I NEED IT DELETED DUE TO IT CONTINUE TO NOT ALLOW ME TO HAVE POSITIVE CREDIT HISTORY. PLEASE DELETE FROM ALL CREDIT PROFILES.
Company Response: Closed with explanation

Timely Response

2019-01-03

Colona, 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

2019-01-03

Chicago, IL

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 monetary relief

Timely Response

2019-01-03

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 explanation

Timely Response

2019-01-03

Fort Worth, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: I have called XXXX XXXX XXXX at least 20 times with no resolution. I spoke with a representative named XXXX. The other 19 times I was sent to voicemail with no returned phone call. XXXX would not provide me with any information re : my debt instead she transferred me to a number that was disconnected.
Company Response: Closed with explanation

Timely Response

2019-01-03

Copper Center, AK

Credit monitoring or identity theft protection services

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

Billing dispute for services
Complaint: On the XXXX of XX/XX/2018, I viewed XXXX for a hotel room. I looked at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX for room rates. I initially did not book the room. I went to view the room again and booked a reservation thru XXXX. I did not want to provide a credit card but was assured that it would not be used. It also stated that if I did not use the room, I would not be charged for the room. An emergency occurred so an hour and a half later, I canceled the room thru XXXX. I thought I was done until I received my credit card bill and the room was on my statement. I disputed this cost several times with my credit card company. I also got in touch with XXXX. XXXX said that I needed to get in touch with XXXX XXXX XXXX. I trusted XXXX 's web site stating that I would not get charged for a room I did not use and also that my credit card number I gave them would not be used. Neither happened. I informed Capital One that this charge was unauthorized but in each case, they continued to place this cost on my bill. I canceled my credit card using the XXXX number but according to the bills I still get from them, they still have it open and they are continuing to charge interest and finance charges.
Company Response: Closed with monetary relief

Timely Response

2019-01-03

San Clemente, CA

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2019-01-03

Modesto, CA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-01-03

Patterson, MD

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: Transaction from XXXX on XX/XX/XXXX an online order for pickup was placed for {$170.00}, the item was for a car seat system. When I went to the store they tried to sell me a used item, I cancelled the order pick up and never received a return. Capital one stated XXXX said I made the online order and never sent them proof that I even picked up the order or returned the order. Capital one has refused to investiage any further and sided with XXXX. XXXX never gave me a return slip since I cancelled the pick up and I would receive an email. I do not have the car seat system and XXXX states the return was processed and capital one needs to return the money.
Company Response: Closed with monetary relief

Timely Response

2019-01-03

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Closed with non-monetary relief

Timely Response