CAPITAL ONE FINANCIAL CORPORATION

2019-01-02

Written notification about debt

Debt collection: Auto debt

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

Timely Response

2019-01-02

Lafayette Hl, PA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: While visiting XXXX XXXX in XX/XX/XXXX we billed all charges to our room, including all food and beverage, so we wouldn't have to carry a credit card as we visited all of the parks. At the end of our stay the total for those charges was billed to the credit card that I specified when we checked in, my Capital One Savor MasterCard. That card gives cash-back credit for various kinds of purchases. It gives 4 % on dining and entertainment but only 1 % on general purchases. Because our XXXX XXXX dining charges were billed to our room Capital One classified those as lodging and only gave 1 % cash back instead 4 % cash back. The 25 individual dining charges amounted to XXXX, so instead of earning {$24.00} we earned only {$6.00}. I called Capital One on XX/XX/XXXX and spoke to a customer service supervisor named XXXX to ask that they reclassify the dining part of the charges so we would accrue the higher percentage of cash back, since this is how they promote the Capital One Savor card. He said that the only way to correct this is to have XXXX refund and re-bill this to Capital One as dining. They know that XXXX will never do this. I offered to provide the billing details that XXXX emailed to me that clearly distinguishes the food purchases but they said that there is nothing they can do.
Company Response: Closed with monetary relief

Timely Response

2019-01-02

Sarasota, FL

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/2018 I scheduled an online payment for XX/XX/2018 using Capital One 's online payment website. I received an email on XX/XX/2018 that my payment of {$7000.00} had posted. My XX/XX/XXXX and XX/XX/XXXX statements showed the payment applied to my account. On XX/XX/XXXX Capital One reapplied the {$7000.00} charges back onto my account with no notification. I found the problem and called Capital One several times in order to get an explanation and to seek a solution. Each time I called I was given a different reason for the charges. Twice we connected with my checking account bank to verify that I did not have the money returned. My XX/XX/XXXX statement includes interest in excess of {$200.00} but I never carry a balance so as to avoid interest charges. My checking account bank has provided me with a letter with the transaction ID of the payment and I have provided that information to Capital One as well as copies of the emails and payment history taken from Capital One 's website showing payment and confirmation number. On XX/XX/2018 I requested that Capital One investigate the error and I was told that they had 10 business days to reply and that the replay would be in the form of a letter.On XX/XX/2018 I called XXXX XXXX for an update and I was told that they hadn't started working on the issue and they would need an additional 10 business days. Capital One 's inaction has resulted in a 59 point decrease in my credit score which before this issue was XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-01-02

Buffalo Mills, PA

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

2019-01-01

Long Beach, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: Ran my credit for the first time via XXXX XXXX.. Noticed charges I am not in anyway familiar with per credit agencies listed below. I would like to have these items of concern rectified and cleared from credit profile. Please see the following. ( 1 ) - XXXX XXXX XXXX XXXX states that I owe {$2100.00}. I know nothing of these charges and would like for this to be rectified and cleared from my credit score account. ( 2 ) - Capital One : {$560.00} Anything you can do will be greatly appreciated. Mr. XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-01-01

Brooklyn, NY

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Capital one bank kept increased my credit card limit to temptated me overspent, now i couldn't afford to pay even the minimum due, and they keep charging late fee while they said they will pur me on a program that won't charge me late fee. I can't afford to pay them, so scary, they want to kill me. Help.
Company Response: Closed with explanation

Timely Response

2019-01-01

Las Vegas, NV

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

2019-01-01

Grover Beach, CA

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: I am writing to appeal a recent credit score deduction. On XXXX-XXXX-2018, I learned that my credit score decreased significantly by about 80 points. So I checked my credit report and discovered that I was overdue on a payment to 'Capitol One/credit card '' for {$100.00}, which I paid immediately on same day. I had not received any statements by mail as I usually do since XX/XX/2018 when I changed my account to a paperless and had not received any email notices either. For your reference, I have not moved nor experienced any issues with our mail delivery. I have been a loyal cardholder with Capitol One for many years and have never missed a payment. I hold nine other credit lines as well and all of the payments have been on time. At that time, I had a enough bank account balance to pay the payment. So I didn't have any reason not to pay the payment. In addition, I was paying the other card payments on time. I think you can make sure that the fact is correct from my credit report. So I sent a letter to Capital One asking that the mistake should be corrected, but they responded that they did the right action, and they sent a bill. Of course they did not mention about the e-mail notice or bill was not sent to me. I strongly appeal to correct this unreasonable treatment against the faithful customer. Please investigate this matter and correct this mistake as soon as possible. In addition, Kindly let me know how I can recover my prior credit score and if there is any other information I can provide to facilitate this process. Thank you for your assistance in advance.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-01

Las Vegas, NV

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-01-01

Columbus, GA

Problem with fraud alerts or security freezes

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

Complaint: Four times this year, someone has been able to access my credit card account and change my address to get another credit card and 1 time in XXXX that tried to use it to get {$250.00} if the card. Even though I have a freeze on my account, and they are suppose to send a code to my phone to make any changes. 3 times it was for an address in XXXX and 1 time it was for an address in XXXX, XXXX, which I haven't lived in XXXX, XXXX in almost 9 years. I just found out on XX/XX/2018, that someone tried to get another card from my account, even thought I have a fraud alert and I froze my account. Everytime this happens it lowers my credit score. I have a XXXX credit score and I'm trying to buy a house. I don't want to close this account as it will lower my score even more. I have 7 credit cards and this is the only one that keeps getting hacked. I'm thinking now that it is an inside job. No matter how my alerts or freezes I put on this account, even changing the name to my married name, someone is still able to access this account. They have sent me 4 new cards and it hasn't done any good. I WANT THIS TO STOP. I'm going to pay this account off and never use this account again. I shouldn't have to do this.
Company Response: Closed with explanation

Timely Response

2019-01-01

Plainfield, IL

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 non-monetary relief

Timely Response

2019-01-01

Columbia, SC

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

2019-01-01

N San Juan, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: Good afternoon. My car was repossessed on XX/XX/XXXX at XXXX a.m. in the morning according to the Sheriff 's Department in XXXX County. I am unable to confirm whether or not Capital One Auto Finance has repossessed car due to the fact that of all three occasions I have called them I get a pre-recorded message saying that no one 's in the office and to call back during business hours Central Standard Time. Please note and all three occasions were different times of day morning afternoon and evening during the business week. The other problem I have with the repossession no letter was sent out saying that I was in danger of my car being repossessed or action was being taken the only thing I've ever gotten from Capital One was a letter for my credit card because that is also delinquent. Now my phone number has changed and I tried to update my profile on their website on different occasions and for some reason Capital One has froze me out of my profile. Seeing is that I haven't been able to get hold of anybody at Capital One which is unusual according to my neighbor who also has a loan through them as well and they were able to get through right away. I have check the number and is the right phone number to call. The only other thing I could do or think of doing was to email them the right contact information. I am at a loss as to what to do next because I truly do want to sort this out and get my car back what Capital One is being difficult.
Company Response: Closed with explanation

Timely Response

2019-01-01

WA

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
Complaint: I continue to receive credit card offers from CapitalOne at my home address. This is an issue from several perspectives : 1 ) Mail Theft - Someone can steal the promotion and with enough information obtain a credit card in my name without my knowledge. CapitalOne offers a " personal application code '' to make stealing my identity even easier 2 ) I have called and opted out of CapitalOne solicitations and yet I continue to receive these offers. I have NOT done business with CapitalOne for over 15 years because of their abusive credit business practices 3 ) I have submitted the form with my name from the XXXX website to be permanently removed from all credit solicitations. All OTHER credit card companies have stopped sending solicitation yet CapitalOne apparently IGNORES this request 4 ) There is no CLEAR way to opt out of CapitalOne solicitation either in the mail solicitation or on-line. If you search online for CapitalOne and opt out you will see this frustration with various suggestion on how to opt out but no CLEAR way to do so
Company Response: Closed with explanation

Timely Response

2019-01-01

Charlotte, NC

Getting a credit card

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

Application denied
Complaint: I applied for a credit card with Capital One on or before XX/XX/2018. I was denied. I feel the credit failed to conduct adequate due diligence in evaluating my credit worthiness and simply denied my application to prevent me from enjoying the benefits of the associated rewards program. My denial letter provided 3 reasons. 1.Based on your credit report from XXXX, too few or no revolving accounts have a balance. This is simply untrue. Any review of my credit report will show that I have several accounts that regularly have a balance. 2. Based on you credit report from XXXX XXXX, there are too many new revolving accounts. This shows the lack of due diligence since it contradicts the prior statement made. 3. Based on your application information, income is insufficient for the requested credit. No dollar amount was requested. My income is $ 80K plus per year. It is sufficient to afford a reasonable line of credit on a credit card. I have NO late payments on my credit report. The creditor provides no means of contacting them to dispute the denial. I do not think they have complied with fair lending laws.
Company Response: Closed with explanation

Timely Response

2019-01-01

Tunnel Hill, IL

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

2018-12-31

PA

Other features, terms, or problems

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

Other problem
Complaint: I opened a secured credit card with Capital one in XXXX of 2016. At the time that I opened the card I was told that a security deposit was required as collateral for the secured line and that I would be reimbursed the initial deposit and be able to keep the same account once I graduated to the unsecured card. I deposited {$200.00} and received a line of {$400.00}. I called sometime last year to inquire about a {$200.00} line increase that I got taking my line to a balance of {$600.00} and was told that my card was upgraded to an unsecured credit card due to having qualifying credit. At that time I asked whether I would be able to recieve the deposit that I initially put down and was told that I would not be able to but would recieve a notification by email when I would be able to. Today, a year later from that time I called again regarding being able to get my money back. My call was escalated to a manager who told me that In order for me to recieve my security deposit back I would have to close the card and I would NOT be eligible for future credit lines with the company ( despite having qualifying credit ). So not only did I recieve erroneous information at athe time of application but rather than finding a favourable resolution, I was told that my account would have to be closed with no options for future business despite having a good credit score. The most concerning part of this situation for me is that if I close the account it would have a negative impact on my credit score. I would have never opened the credit line had I known that I would have to close the account and risk having it impact my score as well as recieve my money back, had I known that that was the case.
Company Response: Closed with explanation

Timely Response

2018-12-31

Shalimar, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX XXXX : Kohls account late charge explanation and rebuttal Account # : XXXX To whom it may concern, I rarely use my Kohls card. When I do its for small purchases. This one was a shirt for XXXX on XX/XX/XXXX. On XX/XX/XXXX, I got the email on my statement. On XX/XX/XXXX, before I made a payment, I went in and edited my bank account information. I changed the account number, and clicked submit, then went in and made a payment. I never received an email that this payment failed. I was confused when on, I received another email that I had a balance, which had doubled ( which I shouldnt since I paid it ), So once again, I went in, updated my bank information, clicked submit on the edit, and made the payment. I logged in and checked on XX/XX/XXXX and it says you have a balance of {$0.00}. This was when I realized this takes a week to update the balance after a failed payment. I immediately called Kohls, ( the balance still said {$0.00} ), filed a complaint, and asked for a credit for my fees. ( I received no email on this nor confirmation number on my complaint, but when I called again, they had it on their record ) On XX/XX/XXXX, I did the same thing again. I logged in, changed my account, clicked submit, and made the payment. Immediately after, I called, and asked them to run my debit card to make the payment since It was going to tell me {$0.00}, and I would be charged more fees. ( see second payment on XX/XX/XXXX ). The bottom line is, their edit feature on their page is faulty, and because of that, my credit score dropped over XXXX points. As you can tell from my history, this is not a normal occurrence. I would like to be credited all the fees, and the late payments removed from my credit report. I would really love to close this card, but I do believe it would cause much trouble with my credit score at the moment. I've attached a detailed document with screenshots for the incident as well.
Company Response: Closed with monetary relief

Timely Response

2018-12-31

Greenwood, CA

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: I already filed a complaint about multiple credit card and debt collection companies. One of the companies was Capital One ( card ending in XXXX ). Capital One had a debt collection company send me a letter today, XX/XX/2018. It's a different debt collection company than before : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-12-31

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-12-31

Austin, 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
Complaint: I previously submitted CFPB complaint XXXX-XXXX and XXXX-XXXX to which XXXX with the executive resolution dept was assigned. For the initial complaint, she failed to contact me to even discuss the dispute. I only later found out by one of her colleagues that she had attempted a single phone call but neglected to leave a voicemail for me alerting me to her call. XXXX then proceeded to close out the initial dispute without ever having spoken with me. As a result, her response had many false and misleading statements with many serious omissions. XXXX 's response also failed to address all the concerns raised. In order to answer the flawed and false response by XXXX for Capital One, I filed the second complaint XXXX-XXXX. I called her number and unable to reach her left her voicemails on XX/XX/XXXX, XX/XX/XXXX, 3 times on XX/XX/XXXX, XX/XX/XXXX and twice on XX/XX/XXXX. In my attempts to reach her on XX/XX/XXXX after leaving XXXX a voicemail, I called to speak with the executive resolution dept where I spoke with XXXX who stated XXXX was unavailable but would call me back before the EOB and at the latest by XX/XX/XXXX. XXXX and I finally spoke on XX/XX/XXXX where she stated she was unsure why the previous agent didn't do any research and closed the case prior to speaking with me. She would research all the provided documents and get back to me. She kept trying to make excuses as to the reason XXXX refused to accept my return. She didn't seem to understand it didn't matter why the merchant refused to accept the return. The fact was the merchant refused the return in violation of their return agreement provided at the point of sale. By doing so the merchant violated the terms of sale and was also guilty of misrepresentation. Either account is a valid chargeback. I find the need to once again bring up federal statues and reference the summary of XXXX v. XXXX XXXX, XXXX, XXXX. Stating that pursuant to 1666 ( c ), the cardholder " need not pay the amount in dispute until the card issuer has complied with 1666, '' and that pursuant to 1666 ( d ), the card issuer " may not restrict or close an account due to a [ cardholder 's ] failure to pay a disputed amount until the [ card issuer ] has sent the written explanation required by [ 1666 ( a ) ] '' I have reasserted my dispute multiple times, and even asserted my dispute under the claims and defenses argument which allows up to a year to assert my dispute. Despite this single charge being the only remaining balance on the card Capital One has continued attempts to collect and negatively report this disputed debt without informing the CRA 's the account is in dispute.
Company Response: Closed with monetary relief

Timely Response

2018-12-31

Jamaica, NY

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

2018-12-31

Odenton, MD

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

2018-12-31

Henrico, VA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Company Response: Closed with explanation

Timely Response

2018-12-31

Manhattan, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response