CAPITAL ONE FINANCIAL CORPORATION

2018-12-15

San Francisco, CA

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-12-15

PA

Opening an account

Checking or savings account: Other banking product or service

Didn't receive terms that were advertised
Complaint: I opened a Capital One 360 Money Market account on XX/XX/XXXX with offer code XXXX. The exact wording of this offer ( which I have a screenshot of from the date of opening ) is the following : " To earn a bonus your account must be funded with at least {$50000.00} from a non-Capital One account no later than XX/XX/XXXX, by XXXX XXXX ET. If we determine that you satisfy the eligibility requirements, then we will post the {$500.00} bonus within 60 days from completing the offer conditions. '' In order to qualify for this bonus, I made the following deposits ( dates are taken from the date the transfer posted to the account as verified using the account management on the Capital One website ). XXXX : Deposited $ XXXX from XXXX XXXX account XX/XX/XXXX : Withdrew $ XXXX back to XXXX XXXX account XX/XX/XXXX : Deposited $ XXXX from XXXX XXXX Account XX/XX/XXXX : Withdrew $ XXXX back to XXXX XXXX Account XX/XX/XXXX : Deposited $ XXXX from XXXX XXXX account XX/XX/XXXX : Withdrew $ XXXX back to XXXX XXXX account XX/XX/XXXX : Deposited $ XXXX from XXXX XXXX account XXXX : Withdrew $ XXXX back to XXXX XXXX account With these actions, I deposited a total of $ XXXX prior to the XX/XX/XXXX deadline, and had a balance slightly above $ XXXX on the XX/XX/XXXX deadline. Today is XX/XX/XXXX, which is not yet 60 days after I completed the requirements, so the company still has time to credit my account. HOWEVER, this week, I have contacted Capital One customer service ( once over the phone, three times over the chat support offered on the website ) and was told each time that I did not meet the requirements for the bank bonus and that I would not receive the bonus because I never had a balance of {$50000.00} in the account. However, the offer details never say anything about maintaining a balance but only state how much must be deposited before the deadline. I was told by the customer support person the first time I used the support chat that management had decided to clarify the offer after the fact and did not feel that people using cumulative deposits and withdraws should qualify for the offer. To me, this amounts to changing the offer to something different than it was when I signed up, which isn't right. I know of several examples of people getting the {$500.00} bonus by using the same strategy that I did to deposit over $ XXXX in funds, however, at some point, Capital One changed the policy. This is not " gaming the system '', this is a failure of Capital One to write a specific and clear offer policy. Consumers should not be punished for this. Please see screenshots for more information.
Company Response: Closed with explanation

Timely Response

2018-12-15

Gretna, LA

Threatened to contact someone or share information improperly

Debt collection: Other debt

Talked to a third-party about your debt
Company Response: Closed with explanation

Timely Response

2018-12-15

Brookside, VT

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Company Response: Closed with explanation

Timely Response

2018-12-15

PA

Incorrect information on your report

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

Information belongs to someone else
Complaint: There are numerous inquiries on my credit reports from capital one, cap one, XXXX XXXX XXXX XXXX. I contacted them and asked them to correct the illegal inquiries that are on my credit reports and they said these inquiries are valid. I disputed these inquires in XXXX, XXXX and XXXX through XXXX, XXXX and XXXX and they have not been investigated, verified, updated or removed. What normal human being in their right mind would apply for credit card or a loan through capital one on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX? Can you please contact Capital One, XXXX, XXXX and XXXX and have them delete these inaccurate, illegal inquiries of my credit report?
Company Response: Closed with non-monetary relief

Timely Response

2018-12-14

Houston, TX

Other features, terms, or problems

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

Problem with customer service
Complaint: Capital One called me regarding a request I put in about rewards miles and called me by the wrong name, likely had a different customer 's info up on the screen at the time. It took over 2 weeks to have their executive resolution team contact me to address. Since then, capital one continues to promise call backs and fails to do then. 4 times I was promised a call back in 24-48 hours and the call back never came. Agents and even managers hang up the phone in customer 's face. Company has TERRIBLE service across the board.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-14

Arsenal, 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

2018-12-14

Manhattan, NY

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 monetary relief

Timely Response

2018-12-14

Leeton, UT

Fees or interest

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

Problem with fees
Complaint: I missed the cutoff times by a few minutes I was going through the mountains in Nevada wasn't able to log on to the internet unti XXXX Nevada time capital one has an unfair cutoff time at XXXX so people in the XXXX XXXX have less time to pay it they got the payment the day it was due and did not post it until one day after I always pay the day it's due and I talked to there reps and none of them care and supervisors are very rude I am never late but because of there early cut off time that's not fair they always get a payment on the day it's due something needs to be done about cspatial one cut off time and business practices
Company Response: Closed with monetary relief

Timely Response

2018-12-14

Key Biscayne, FL

Getting a credit card

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

Delay in processing application
Complaint: I have a current capital one card which I use monthly, through that card they offered me another card. I applied for the card, was approved and sent the card. When I got the card it had a restriction. When I called they told me that to life the restriction they needed a hard copy of my drivers license, my social security card, and proof of residency which I could either email, fax, or USPS mail. This is unacceptable, and I will NOT provide that information to anyone and I have never had to provide that before. The contact information for XXXX XXXX goes to their call center in what I assume to be off shore, I was transferred a few times but no one took my complaint. If I were to provide that it opens me to more risk. In addition why would they not ask for that information up front. I have never had to provide this information in paper form.
Company Response: Closed with explanation

Timely Response

2018-12-14

Glendale, CA

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

2018-12-14

Glendale, CA

Other features, terms, or problems

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

Other problem
Complaint: Capital One fraudulently initiated ACH debits from my checking account 7 times. Capital One admitted its fault and refunding me for four ( 4/7 ) of those fraudulently debited ACH transactions on XX/XX/2017. Even though Capital One has admitted XXXX fault and refunded me partially, they refuse to refund me for the rest of those fraudulently debited ACH transactions in the amount of {$2600.00} ( 3 transactions out of 7 ). In addition, Capital One closed my account and stated that the account was closed per my request, which is completely wrong! I have not made such request to Capital One.
Company Response: Closed with explanation

Timely Response

2018-12-14

Fresno, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-12-14

Bakersfield, CA

Incorrect information on your report

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

Account status incorrect
Complaint: CApital One Credit Card account is being reported as past due and needs to be updated immediately to report the accounts status. Credit account was corrected after fraudulent charges caused account to be past due with a balance when actually should have had zero balance for past 10 months. SHould have never reflected any past due amounts beginnng in XXXX. unauthorized activity is the caus of any past due reporting so reporting is incorrect.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-14

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-12-14

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

2018-12-14

Mill Valley, CA

Opening an account

Checking or savings account: Savings account

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

Timely Response

2018-12-14

Denver, CO

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2018-12-14

Baltimore, MD

Opening an account

Checking or savings account: Savings account

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

Timely Response

2018-12-14

Bakersfield, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: Capital One reposessed vehicle after agreeing to payment plan. Failed to follow through with payment plan after agreeing to split up past due amounts into 3 payments. Capital one refunded payments after they were made and became posted to the account for no reason given. Reposessed Vehicle and failed to notify owner of location of vehicle for over a week violating CA repo laws. Illegal repossession took place as the repo company failed to produce documents related to vehicle after requested then contacted Law enforcement after being asked to stop taking vehicle when vehicle was attempted to be removed when owner was in the vehicle. Owner jumped out of vehicle after vehicle was lifted and by tow truck and attempted to be taken while owner was inside vehicle jeopardizing safety of owner. MOst of monthly payments have gone toward interest charges and charges associated with the full length of the loan not actual interest accrued. Other wise car loan should be considered quashed for failure to offer services made to other similar customers who have suffered hardship situations prior to terminating agreement. Credit report is not reflected with history of account as it should be. and all payments are showing refunded when they have not been. total amount due is not reflecting any payments made.
Company Response: Closed with explanation

Timely Response

2018-12-14

Minneapolis, MN

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-12-14

Saint Clair, MO

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I recently saw a copy of my credit report and saw several inquiries that dont recognize.
Company Response: Closed with explanation

Timely Response

2018-12-14

Warrenton, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am highly concerned about recent practice that Capital One has put into place. I asked my daughter to make a deposit into my account as I was unable to make it to the bank before they closed. Upon her making the deposit they requested her identification and social secuirty number - all this to make a deposit of 4 checks and cash, the total being less that {$4000.00}. When my daughter pressed to understand why they are asking for such information for a deposit, she was told that it was a new federal law to ask for Identification and SSN for a deposit. If she did not provide such information that the deposit would be rejected. When she relayed this to me, I immediately knew that this was not a federal law, it was more of a bank rule to safeguard againt check fraud. My concern with this is what are they doing with this information, especially the SSN. Are they mishandling non-client information for personal gain? One has no idea. That is very concerning. Futhermore, the inaccuracy of this being a federal law is ridiculous, and a compete lie that they are informing customer and non-customers alike.
Company Response: Closed with explanation

Timely Response

2018-12-14

Sacramento, CA

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: I opened a new Capital One 360 Money Market account that included a {$500.00} bonus after depositing {$50000.00} by XX/XX/2018. A total of {$55000.00} was deposited by that date. In between signing up and receiving the bonus, the company attempted to change the terms of the offer to mean a {$50000.00} " balance '' instead of " deposits ''. On XX/XX/18, an online chat was initiated with XXXX that informed me an exception has been granted for my account and to return on XX/XX/18 for the {$500.00} bonus to be manually posted. On XX/XX/18, the company is no longer willing to manually post the {$500.00} bonus despite the initial offer terms being met. A copy of the offer and both transcripts have been attached.
Company Response: Closed with explanation

Timely Response

2018-12-14

Burlingame, CA

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: I signed up for a Capital One 360 Money Market account XXXX, with the offer code XXXX attached. I was able to confirm I had the offer code attached to my account ( please see chat transcript ). The terms of the offer stated " 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 XXXXXXXX XXXX. ET on XX/XX/XXXX, and XXXX XXXX ET on XX/XX/XXXX. '' I did cumulative deposits of {$50000.00} between XX/XX/XXXX and XX/XX/XXXX. That should have triggered the bonus. According to the terms, " Capital One will deposit the {$500.00} bonus money into your account within 60 days after completing the above conditions. '' Now, 60 days after the last deposit, I contacted Capital One to inquire about the bonus. On XX/XX/XXXX, I contacted them both via chat and phone. They are now saying that a balance over {$50000.00} was supposed to be maintained, but that was never indicated in the terms of the offer when I signed up. They are saying that was the intent of the offer, but was not indicated in the terms.
Company Response: Closed with explanation

Timely Response