CAPITAL ONE FINANCIAL CORPORATION

2018-12-17

Mill Valley, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I opened a Capital One money market account in early XX/XX/2018 in response to an offer in which they promised {$500.00} if I used offer code OFFER500 and made at least {$50000.00} in deposits between XX/XX/XXXX and XX/XX/XXXX. I deposited over {$50000.00} during this period and had met all terms of the offer on XX/XX/XXXX. For your reference, these were the complete terms of the offer, available here : XXXX XXXX XXXX XXXX XXXX " Heres the full scoop on how to earn your {$500.00} bonus : Open a 360 Money Market account and deposit at least {$50000.00} between XXXX XXXX XXXX on XX/XX/2018, and XXXX XXXX XXXX on XX/XX/2018. When you open your account, enter your promotional codeOFFER500. ( Please do not share this code with others. ) Deposits must be from another bank ( transfers between Capital One accounts will not qualify ). If you have or had an open savings product with Capital One after XX/XX/2016, you're ineligible for the bonus. This offer can not be combined with any other Capital One Bank or Capital One 360 new account opening offer. Bonus is only valid for one account. When will I actually get my bonus? Capital One will deposit the {$500.00} bonus money into your account within 60 days after completing the above conditions. If your account is in default, closed, or suspended, or otherwise not in good standing, you will not receive the bonus. '' I had met all the requirements that Capital One had listed on XX/XX/XXXX, and should have been credited the {$500.00} by XX/XX/XXXX, but Capital One did not award the bonus. I spoke with a manager at Capital One subsequently and he insisted that my account would be denied the bonus because, according to him, the offer included minimum balance requirements and not {$50000.00} in deposits but rather " {$50000.00} in 'net ' deposits. '' The terms of the offer are unambiguous and do not include anything about " net '' deposits or minimum balance requirements, simply that I make over {$50000.00} in deposits within the time frame, which I did. The terms say " deposit at least {$50000.00} between XXXX XXXX XXXX on XX/XX/2018, and XXXX XXXX XXXX on XX/XX/2018. '' It is really unfair for the bank to invent new conditions after the fact that were never part of the fine print that I agreed to when I opened the account. Capital One is trying to pull a bait & switch and change the terms of their contract. I met all the terms that the offer listed ; it is outrageous that the bank can try to make up new conditions that were never part of our agreement.
Company Response: Closed with explanation

Timely Response

2018-12-17

Houston, TX

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Capital One isn't honoring a Money Market 360 promotion as it was advertised. Per the terms, I deposited at least {$50000.00} within the stipulated timeframe, but they refuse to deposit the promotion money citing a rule that isn't written anywhere.
Company Response: Closed with explanation

Timely Response

2018-12-17

Sm, KS

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-12-17

Chicago, IL

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: I opened a 360 Money Market account with Capital One through their website on XXXX XX/XX/XXXX. At the time I opened the account, I enrolled in a {$500.00} bonus promotion using offer code XXXX, the terms of which were clearly listed on the web page through which I applied for the account. I took electronic screen shots of all promotional terms that were provided, and I am attaching these screen shots to my complaint. On the screen advertising the {$500.00} bonus, the following terms appeared under the heading : Heres the full scoop on how to earn your {$500.00} bonus : Open a 360 Money Market account and deposit at least {$50000.00} between XXXX XXXX. ET on XX/XX/XXXX, and XXXX XXXX ET on XX/XX/XXXX. When you open your account, enter your promotional codeXXXX. ( Please do not share this code with others. ) Deposits must be from another bank ( transfers between Capital One accounts will not qualify ). If you have or had an open savings product with Capital One after XX/XX/XXXX, you're ineligible for the bonus. This offer can not be combined with any other Capital One Bank or Capital One 360 new account opening offer. Bonus is only valid for one account. Under another heading, When will I actually get my bonus? The following language appeared : Capital One will deposit the {$500.00} bonus money into your account within 60 days after completing the above conditions. If your account is in default, closed, or suspended, or otherwise not in good standing, you will not receive the bonus. Knowing that I did not have {$50000.00} to deposit in one lump sum, I reached out to a Capital One representative, XXXX, via online chat, to verify that I could qualify for the promotion. I asked XXXX specifically if the {$50000.00} had to come in one lump sum, or if I could qualify by making multiple smaller deposits totaling {$50000.00} or more. XXXX said I should qualify for the bonus as long as I deposited {$50000.00} by XX/XX/XXXX and she referred me back to the promotional terms above. Please note that these terms referenced deposits in the plural, indicating pretty clearly that multiple deposits were permissible. As I navigated through the process of opening the account, additional promotional terms appeared on subsequent pages, and I took screenshots of this language as well. The wording of this language was slightly different in some instances from that which appeared on the main promotion page. These differences were minor however, and there was nothing displayed about requiring a lump sum or maintaining a certain balance in order to earn the bonus. I have attached screen shots of these terms to my complaint as well. Between XXXX XXXX and XXXX XX/XX/XXXX I made deposits to the Capital One account from outside bank accounts totaling {$50000.00}. The terms I received stated that it could take up to 60 days for the bonus to post, so I waited until XX/XX/XXXX ( ~48 days ) before contacting Capital One. On XX/XX/XXXX, I contacted Capital One to ask why I had not received the bonus. I spoke with XXXX, via online chat, and XXXX, by telephone. Both identified themselves as Capital One supervisors. XXXX told me that my account was ineligible for the bonus I was promised, because the intent of the offer is for net deposits of {$50000.00} or more, not cumulative. I explained to XXXX that I was told at the time I opened the account that cumulative deposits would be fine. He offered to forward the matter to Capital Ones Escalations team, and I accepted his offer. I then spoke to XXXX, a telephone representative, who passed me along to XXXX, a supervisor. XXXX reiterated that according to Capital One I did not qualify for the {$500.00} bonus. She told me that the terms of the offer required me either to make a lump-sum deposit of {$50000.00} or maintain a balance of {$50000.00}. She quoted me specific language to this effect that she said was included in the terms of the promotion. I can not reproduce this language exactly here because I have not been able to find it written anywhere. XXXX read it to me several times, however, and I noted that her language contains phrases such as " must maintain a balance '' and terms such as " cycling deposits '' that certainly did not appearing the original promotional terms with which I was provided when I opened the account. I asked XXXX if she could supply me with a written copy of what she was reading and she declined. XXXX did offer to compensate me with a bonus of {$100.00} dollars as a good-will gesture. I politely said declined this offer, explaining that I would not feel right accepting less than what I was promised. Im not sure if XXXX and I were referencing the same promotional offer, since the terms she quoted contained additional language that was not present in the offer to which I responded in XXXX. That offer expired on XX/XX/XXXX and has since been removed from the Capital One website, so I could not independently verify whether the terms have been changed since I enrolled. XXXX insisted, however, that the terms she quoted were attached to offer code XXXX. Since that matches the code I was given when I applied for the account, I have to suspect that Capital One has revised the terms of the offer after the fact, adding language disallowing cumulative deposits and requiring customers to maintain a {$50000.00} balance so as to avoid having to pay the bonus in circumstances such as mine. Based on what XXXX told me, it seems clear that Capital Ones intent was not for customers to earn the bonus in the manner that I did. This intent was not communicated to me, however, until after I had opened the account and deposited my money. Attempting to deny me the promotional bonus after leading me to believe I would be eligible strikes me as a serious breach of trust between the bank and the consumer.
Company Response: Closed with explanation

Timely Response

2018-12-17

FL

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: I have opened a money market 360 account with CapitalOne on XX/XX/XXXX under a promotion code XXXX. The exact terms of the offer was " Open a 360 Money Market account and deposit {$50000.00} or more by XX/XX/2018, using promo code XXXX to earn your exclusive {$500.00} bonus ''. It never said neither about balance of {$50000.00} or more nor single deposit of {$50000.00} or more. I did a cumulative deposit of {$50000.00}. I have highlighted this issue in twitter with the offer link " https : //www.capitalone.com/savings500/ ''. CapitalOne deleted that page after my post. If capitalone was correct on this then they should not hide/delete that page with terms and condition of the offer. However I already archived that page here- " https : XXXX : //www.capitalone.com/savings500/ ". In XXXX capitalone said that they will escalate this issue, however I did not get any update from them. CapitalOne did not honor their own terms. They should understand that balance of {$50000.00} and deposit of {$50000.00} are not same. I did cumulative deposit of {$50000.00}. Terms never said that cumulative deposits are not eligible for the bonus. I met the terms and condition so I'm eligible for the offer. I think this is the high time for capitalone to correct themselves and stop deleting the page of offer 's terms and condition. Further, in one of call or chat I was informed deposit should work and no need to maintain the balance of {$50000.00}. Later CSR tried to change own statement. Now this is really a trust issue with capitalone. Hope this time capitalone should do something to get back customer 's trust in them.
Company Response: Closed with explanation

Timely Response

2018-12-17

IL

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

Vehicle loan or lease: Loan

Their investigation did not fix an error on your report
Complaint: On XX/XX/2018 Capital One Loan Auto XXXX Service financed XX/XX/2018 XXXX XXXX XXXX Vin # XXXX therewith XXXX XXXX took delivery. On XX/XX/2018 Mrs. XXXX experienced a series of electrical matters and sought to return the vehicle for an exchange. Mrs. XXXX over her objection allowed the service department to make an attempt to repair the damage. The said repair failed and Mrs. XXXX sought an exchange of vehicle and or rescind the loan and met with strong resistance that still remains thereof by the parties ( XXXX XXXX & several employees from Capital One ) involved with said transaction both abinitio and post thus far, and was told the loan had been funded
Company Response: Closed with explanation

Timely Response

2018-12-17

NJ

Fees or interest

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

Problem with fees
Complaint: I have a regular VISA credit card with Capital One. I was traveling in XXXX in XXXX and used my CO card for a cash advance from a XXXX XXXX. My statement for that period of time reflected the cash advance plus a {$10.00} fee plus an interest charge. There was NOTHING on that statement to indicate that there would be further interest charges. It was only today, after 2 more statements with interest charges, that I took the time ( over an hour ) to call and speak to 2 people at CO about why this is : that the interest fee payment is not applied until they, receive the payment and by that time more interest has accrued. In my case, the interest was minimal, but I can imagine that other individuals might get a cash advance for a much larger amount which could accrue substantial interest over many months. I have an excellent credit history. For about 40 years, I have been paying the full amount indicated on my statement every month in order to avoid finance charges. There was NOTHING on the statement from Capital One to indicate that the amount due was actually NOT the full amount and that future interest would be accruing. Without that information, people, like me, can not avoid these penalties. I hope that the CFPB can address this issue, as it is nothing more than a scam allowing the bank to assess hidden interest fees.
Company Response: Closed with monetary relief

Timely Response

2018-12-17

San Jose, CA

Other features, terms, or problems

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

Problem with customer service
Complaint: I wanted to get a full refund on a payment I made in XX/XX/2018 for a service that was supposed to be delivered in XX/XX/2018. The service - air flight by XXXX XXXX - was totally inadequate and not consistent with what I paid for. It also caused me loose money from my salaries as the changes that XXXX XXXX made just 10 hours in advance of my flight ( booked 4 months ago ) caused me to take an urgent dayoff from work. ( If I was informed about the changes earlier I would probably be able to schedule a different itinerary to avoid loosing money, but because of XXXX XXXX 's way of doing business I was not able to do so. ) I tried to request a full refund though Capital One 's dispute system ( as I used my Capital One 's credit card to book the service 4 months earlier. ) The system gave me a weird message ( see the attachment. ) I attempted to call Capital One 's customer service and they did not provide me with the way to file a dispute. I find that way of delivering customer service by Capital One unacceptable and thus I file this complaint. Here are more detail on the cause when I paid by my Capital One credit card but suffered a lot of loss &. With the Capital One 's credit card I paid for a certain type of an air tickets - with a pre-selected seats - in 4 months advance time ( XX/XX/2018. ) I selected my seats before paying. When 4 months later ( XX/XX/2018 ) I got ready for my flight and attempted to online check-in to my flight, about 10 hours in advance. XXXX XXXX refused to check me in. Instead they informed me that my flight ( for the upcoming day ) changed. The changes XXXX XXXX made for me included a 3 hour earlier flight than I had booked. XXXX Personally I had no choice to totally cancel the trip just a few hours before the start. ) That made me to urgently request a whole dayoff from my work for the next day ( I planned to work and take a flight after work. ) Thus XXXX XXXX 's short term notice changes made me loose money ( in my salaries. ) Moreover, I was not able to pick up the desired and paid for seats ( as I did 4 months in advance ) because at a few hours in advance almost all seats there taken and I had no choice. I had to sit in between 2 other passengers in all 4 flights of my itinerary ... I found the way XXXX XXXX delivers its service is unacceptable and invasive. As well as the Capital One 's customer service did not deliver to me what's promised.
Company Response: Closed with explanation

Timely Response

2018-12-17

Chesterfield, MI

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

2018-12-17

Brooklyn, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: On XXXX I sent a response to a Collection Agency named XXXX XXXX XXXX XXXX who claim that I have a debt of {$970.00} through Capital One. This Account is not mine and the address associated with this account I have NEVER lived at. I have asked them to provide signed documentation that proves I have contractual obligation to this account and even asked them for a copy of their State Licence and number and they did not provide this. Per the Fair Debt Collection Practices Act they are to provide me with this data to prove that this is my account and they have failed to do so so they must remove this account. The only Proof they have been sending is credit card statements from years ago that dont even have my real address, this is not valid evidence that this is my debt, especially since I never lived at the address on those bills. They sent several letters to me with the same identical packet of information and nothinng new or what I asked them for.
Company Response: Closed with explanation

Timely Response

2018-12-16

Lexington, NC

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I have a Capital One Platinum Mastercard Secured Credit Card ending in XXXX under XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NC XXXX. I closed the account back in XXXX, 2018 and asked for the secured deposit to be returned. They said it would be a 14 day wait. I have called numerous times since then and am always told they will open up a ticket and I must wait 14 days more. The day before yesterday I was told on a recorded line that I would get back my {$200.00}. This is considered an oral contract. The next day when I called the new agent said they can not find the funds and refuse to send the signed receipts of charges against the account and said I needed to wait for another investigation to see whether I would even receive a refund.d This is considered a breach of contract. How could I have a secured credit card without funds behind it? I was on the phone yesterday for over 1 plus hours, transferred to four different departments and the last operator said she did not have a manager and could not transfer me to a person of authority. She said she would hand it over to yet a fifth department and I would have to wait and see. I have spent many hours on this project and have not received my own money back given in good faith. This run-around and getting different answers borders on illegal activity and certainly poor customer service and gives little accreditation to this institution and let the buyer beware before opening credit accounts with Capital One Bank.
Company Response: Closed with explanation

Timely Response

2018-12-16

East Troy, WI

Problem when making payments

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

Problem during payment process
Complaint: It started in XX/XX/XXXX when I accidentally paid through the wrong account number. An account that I never used before. I called right away and they claim they never got that money and therefor couldnt apply it to the correct account. Every since then, every single month I pay on time but they dont apply it for weeks after the due date sometimes months. XX/XX/XXXXevery single month this happened to where now they say Im overdue three months in a row but I always pay on time if not early. I dont know what they are doing with the checks and why they dont process them immediately. In XX/XX/XXXX I sent a check for {$1000.00} and its not XX/XX/XXXX and they havent received it but my bank verified that I wear sent. Why would my bank continually prove payment was sent but the credit card company does not. Huh? I called many times to ask assistance as to why this keeps happening but they will not work with me to figure it out. I shouldnt owe this much as I always pay. This is capital one by the way
Company Response: Closed with non-monetary relief

Timely Response

2018-12-16

Bentley, MI

Fees or interest

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

Charged too much interest
Complaint: Over the last months, I have always paid significantly above my minimum payment - what they call their interest saver so as not to be charged interest. However, in each month, I have been accessed interest over and above what my remaining balance was. As a result, {$200.00} and {$100.00} were charged in XXXX and XXXX respectively. This is counter to their communication to me of what needed to be paid to not have interest charges. I have tried to resolve by phone but the agent was of no help.
Company Response: Closed with monetary relief

Timely Response

2018-12-16

NC

Incorrect information on your report

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

Account information incorrect
Complaint: My Capital One credit card was paid off, XXXX balance in XXXX XXXX. Cap. One reported to the credit bureaus my acct was past. In XXXX XXXX, Cap. One reported the acct 90 days past due. In XX/XX/XXXX, Cap One reported they charged it off as a bad debt. The credit bureaus post this inaccurate information, failing to recognize it has a XXXX balance. I disputed the info to XXXX in XXXX XXXX File noXXXX. Cap. One responded to XXXX acknowledging the account was paid off in XXXX XXXX. Eight months later, Cap. One still has not contacted the credit bureaus and acknowledge their error. The erroneous info is still on my credit report and has caused my credit rating to fall by 50 points and my credit limit to decreased on my XXXX card. This inaccurate will remain on my credit report for seven years. Cap. One has knowingly and purposely caused negative affects to my credit report.
Company Response: Closed with explanation

Timely Response

2018-12-16

Jupiter, FL

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

2018-12-16

East Newark, NJ

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-12-16

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
Complaint: On XX/XX/2018, my wifes Capital One Mastercard credit card was stolen in XXXX, XXXX. We called Capital One immediately and cancelled the stolen card. Starting in XX/XX/2018, small charges ( {$0.00}, {$1.00}, {$1.00}, {$2.00}, etc. ) starting showing up repeatedly from three merchants : XXXX, XXXX XXXX ; XXXX ; XXXX. These entities are all associated with bridge/road tolls in XXXX, XXXX. My guess is that someone has setup toll accounts using my wifes stolen credit card. As of XX/XX/2018, new fraudulent charges are being posted every few days despite my repeated efforts to get Capital One to stop these unauthorized transactions. All Capital One seems to do is post adjustments to my account after I call and dispute specific charges. Capital One claims that there is an ongoing investigation, but I have not received any mail, email or phone calls from any investigator ( as they claimed would occur ) concerning this investigation. How is it possible that Capital One can continue to process transactions against my account with a credit card that is acknowledged to be stolen?
Company Response: Closed with non-monetary relief

Timely Response

2018-12-16

VA

Fees or interest

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

Problem with fees
Complaint: On XX/XX/16 I spoke with 3 representatives of Capital One. I would like to point out that the initial person was understanding until I didnt understand and she started using condescending phrases like sweetheart. I spoke with an account supervisor and a sr. Account manager. The Sr. Account Manager XXXX ( Employee ID : XXXX ) was extremely condescending. She would cut me off and say things like Im not going to go back and forth with you, implying that I was in a hostile state. Which I was not. I didnt understand. My account didnt draft for the month of XXXX at no fault of my own PER the first representative I spoke with and my minimum payment due had increased for the month of XXXX 3x the normal amount because of this error. While speaking with the representative I made the payment for the XXXX payment and she agreed the late fee should be waived HOWEVER my XXXX payment would still be double what it is normally. The Sr. Manager stated I cancelled it but was not able to tell me why or how I cancelled it and again became extremely RUDE during the call. This is the WORSE customer service Ive ever experienced. My issue is still not resolved and I still dont know why, how or when the auto pay was cancelled.
Company Response: Closed with monetary relief

Timely Response

2018-12-16

Jupiter, FL

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: Opened a Capital one 360 money market account on XX/XX/2018 with special offer code " XXXX ''. Offer terms when opening the account explicitly state if the account " is funded with at least {$50000.00} no later than XX/XX/2018 '' then a {$500.00} bonus will be deposited to the account. I made the following deposits XX/XX/2018 {$10000.00} XX/XX/2018 {$15000.00} XX/XX/2018 {$15000.00} XX/XX/2018 {$12000.00} Capital one is refusing to give the bonus because they claim the money " had to be made in a single deposit '' and " must be left in the account the entire time. '' No where in the terms of the offer are these conditions written. Furthermore, Capital One could not provide any proof of these terms nor could they provide any copies of where these terms were written. However, they refuse to send the bonus. I have attached screen shots showing the offer terms, with my account number. Capital One refuses to pay the bonus based on me satisfying the requirements written during the online account creation process.
Company Response: Closed with explanation

Timely Response

2018-12-16

Glendale, CA

Other features, terms, or problems

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

Privacy issues
Complaint: Capital One has mailed out a letter stating that XXXX released information about my account/transaction to them when no permission was asked. For the record, I would have not minded being on the call and giving my permission. No permission was asked!!! Based on my recent call with executive offices I believe that the letter was generated solely to deny my dispute.
Company Response: Closed with explanation

Timely Response

2018-12-15

Lakewood Village, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2018-12-15

Rehoboth Bch, DE

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
Company Response: Closed with explanation

Timely Response

2018-12-15

Lewiston, NY

Trouble using your card

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

Can't use card to make purchases
Complaint: XXXX declined transactions cause my card had an old expiration date. so i paid cash for all my transactions. Then capital one paid the merchant after I paid cash to the MERCHANT. i HAVE SPOKEN to 5 people at capital one and no one can explain it. better yet they have never heard of the CFPB. I just want to be made whole. I should have {$180.00} available credit as of XX/XX/18 when I activated my new card Here are all of the names : XXXX, XXXX, XXXX, and XXXX ... .. of course no last names as of XX/XX/XXXX i had an available balance of {$180.00} now on XX/XX/XXXX I am being told my available balance is {$7.00} No one that I spoke with can explain it.. this is fraud. A financial company can't decline a transaction and then fund it weeks later.
Company Response: Closed with explanation

Timely Response

2018-12-15

Old Westfield, 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
Company Response: Closed with explanation

Timely Response

2018-12-15

Sebring, FL

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/2018, I applied fir a Capital One credit card and was approved for a Card with a {$300.00} credit limit. The Capital One employer told me that only 1 inquire will be apply to my credit report. But that was not correct ... Capital One summit 3 inquiry and pulled my credit with unauthorized inquiry. I only authorized them to pull my credit report 1 time. I tried 3 month to resolve them matter with Capital One but they keep telling to Dispute it with the XXXX, so I did it. I summited a Dispute with XXXX them to tell me that they dont do inquiry Dispute, which is not true. They are 2 inquiry dating on XX/XX/2018 and XX/XX/2018. These inquiries are effecting my credit score bad and negatively.
Company Response: Closed with non-monetary relief

Timely Response