CAPITAL ONE FINANCIAL CORPORATION

2018-12-14

Bellaire, 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 ask a service to a law firm. The asked a deposit. They never gave the service. Service was to go to a court to defend. The never wen to a court. XXXX claim to Capital one was on time. They have information in their system.
Company Response: Closed with explanation

Timely Response

2018-12-14

Mountain View, OK

Other features, terms, or problems

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

Problem with customer service
Complaint: On XX/XX/2018 at approximately XXXX CST I attempted to use this card to pay a charge from my tree service. The merchant called me back 5 minutes later and stated that the charge had been declined. Because of ongoing problems with Capital One and another CFPB complaint ( XXXX ) it looked like a Capital One issue, so I called their " Customer Service '' dept. I was told by a CS rep that the charge had been declined due to a " fraud authorization strategy. '' She was unable to tell me either what was wrong with what the merchant had submitted or what I needed to do to pay my tree service their {$2900.00}. I asked and was transferred to fraud dept. The first fraud rep was unable to tell me either what was wrong with what the merchant had submitted or what I needed to do to pay my tree service their {$2900.00}. She responded to those direct questions with boilerplate and platitudes. I asked for and was transferred to her manager who repeated that boilerplate and those platitudes. I hung up and called back, reaching " XXXX in XXXX at approximately XXXX CST. When I attempted to complain about the previous reps, XXXX chastised me for not obtaining their IDs. I asked to be connected to XXXX in the Executive Resolution Dept., as she was handling my previous complaint. He again chastised me for not having her ID although he never gave me his! He said he would try to find her but instead cold-transferred me to the CS queue. I called back and spoke to XXXX XXXX in XXXX VA at XXXX CST and left an urgent message for someone from exec resolution to call me. Nobody has called me. Yesterday I spoke to XXXX XXXX. She immediately gave me the information needed to have the merchant successfully resubmit the transaction. What awful customer service you have provided, Capital One!
Company Response: Closed with explanation

Timely Response

2018-12-14

San Antonio, TX

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: Creditor is reporting accounts that are invalid and unverified. XXXX have investigated this account and they concluded the account was not matching my records of being assigned to me. I would like proof these accounts were disputed per FCRA/ FDCPA. This is causing me anguish and its slandering my good name. Please block this account from my report so I can breathe again.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-14

Orion Twp, MI

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: Creditor is reporting accounts that are invalid and unverified. XXXX have investigated this account and they concluded the account was not matching my records of being assigned to me. I would like proof these accounts were disputed per FCRA/ FDCPA. This is causing me anguish and its slandering my good name. Please block this account from my report so I can breathe again.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-14

CA

Other features, terms, or problems

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

Other problem
Complaint: XXXX ID : XXXX State : VA Capital One representatives continue to lie and provide misleading information and refuse to escalate the call to the executive relations so that they may assist me with my consents. Yesterday they were able to comply with my request but today they reason regulations and laws of the company and they continue to refuse to have the appropriate department to speak to. XXXX ID : XXXX ( VA )
Company Response: Closed with explanation

Timely Response

2018-12-13

Blackbird, DE

Incorrect information on your report

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

Account information incorrect
Complaint: I getting the run around about correcting a ongoing balance. Capital one blames it XXXX and XXXX blames it on capital one. It is holding me up from buying my home. Loan officer wont let me go further
Company Response: Closed with explanation

Timely Response

2018-12-13

Nashville, TN

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: I have spent countless hours on the phone with this credit card company about the fraudulent activity that has been reflecting on my account for sometime now. Back on XX/XX/2017, I paid the balance of {$3200.00} off in full and another payment of {$11.00} on XX/XX/XXXX which would take care of the entire balance of this account. I knew I would be going overseas so I didn't need any issue with the account or my credit while I would be away for so long. Fast forward to the very same month someone has used my card or information to purchase various unauthorized items. This goes on again a few month later and this point I asked Capital One to place a hold on this card so no other fraudulent activity occurs. While trying to get this taken care of I was advised that the determining factor in which my fraud claim was denied was because a package was mailed to my residence but there was no signature of the package being received. I advised the manager that if someone stole my information its not that hard to have a package delivered to someones home in hopes of them not being there when the package is received. The email address that was attached to the purchase didn't even belong to me and there was no trace to the owner. I have even disputed this information with the credit bureaus and provided proof of my complaint with the FTC and this claim has still been denied.
Company Response: Closed with explanation

Timely Response

2018-12-13

Chicago, IL

Written notification about debt

Debt collection: I do not know

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

Timely Response

2018-12-13

Aurora, IL

Written notification about debt

Debt collection: I do not know

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

Timely Response

2018-12-13

CA

Trouble using your card

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

Can't use card to make purchases
Complaint: Capital One has restricted my account to verify transactions. I appreciate and Thank Capital One for taking those steps to prevent fraud, though, it does not mean that Capital One has to give so much hardship nor do they need to mistreat, bounce the call and refuse to escalate the issue to the executive offices. These actions taken by fraud departments are unbearable and needs to STOP immediately. To verify my identity you will need to contact me on the number that is reported to the fraud alert with the consumer reporting agencies. ( XXXX )
Company Response: Closed with explanation

Timely Response

2018-12-13

Chicago, IL

Written notification about debt

Debt collection: I do not know

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

Timely Response

2018-12-13

PA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: Capital one kept calling my husband AND gave him MY information without my permission. They said they were going to file a judgement, gave him everything single detail of my account. XXXX credit card did the same exact thing. Also, my husband keeps getting telephone calls about my debt. I think that they should compensate me just for the aggravation that I have endured!
Company Response: Closed with non-monetary relief

Timely Response

2018-12-13

Hemet, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-13

Elsinore, UT

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

2018-12-13

Tuscaloosa, AL

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 explanation

Timely Response

2018-12-13

Irvine, 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

2018-12-13

Aurora, IL

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

2018-12-13

Manassas, VA

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

2018-12-13

OH

Fees or interest

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

Problem with fees
Complaint: Capital one credit card company is assuming they can charge me a annual fee. This fee is being charged after I already closed the account. I also have paid the complete balance + interest in full. Capital one states I didnt close the account soon enough. Although while I was in the process of closing this account. While on the phone with Capital one customer service team. It was explained to me at that time, that the annual fee would be dropped. And there would no longer be any type of balance on the account. Furthermore there would be no other payment expected or fees I would be financially responsible for moving forward. Again I made the full payment over the phone of {$43.00}, which was the full balance owed at that time. Again It was explained to me after contacting them on 2 separate occasions. That the annual fee was already removed. And to ignore the statements i had received in the mail. And please not to worry it was all taken care of. Again customer service said I no longer had an outstanding balance on the account. After which still receiving bills in the mail. As well as making several phone calls later explaining this to them. They now refuse to drop these charges and mounting late fees. I do not feel I should be responsible for a service. A service I fully explained to them I no longer wanted. And was closing at that time. And again told over the phone by their customer service agents 2 x. That there was no longer a balance on the account. I was a good standing customer with Capital one credit card for 11 years. I simply asked them - Why if this membership fee was explained to me, and I was aware of the terms as they now claim. Why then would i choose to to wait so long to close the account. Especially if I knew i had to pay the annual membership fee? Why would i have not just left the account open. And furthermore used the services i paid the membership fee for? Their customer service did not direct or provide me with the proper information. Furthermore i was never sent anything in the mail from them explaining such. I refuse to make payment for a service I cancelled on good terms to my understanding. And or pay on late fees for money i did not or do not rightfully owe
Company Response: Closed with monetary relief

Timely Response

2018-12-13

IN

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: Dear CFPB, I opened a credit card with Capital One in XXXX, and the address on the account was an old rental address of mine in Maryland. I moved from that rental property in XXXX, but the change of address I initiated with the USPS apparently did not report back to Capital One that my address was no longer valid, and Capital One continued to mail all of my information to that address for many years thereafter. I forgot that the card was still active, and it carried a XXXX balance for many years until someone obtained my card in XXXX ( likely someone who lived at the rental I previously occupied ) and fraudulently charged several purchased on the card. The total charges were under {$200.00}. After a year of calling in several times to Capital One, to log the dispute, and hearing nothing back, and continuing to see this derogatory information on my credit report, I finally persisted today for hours until someone finally told me that they refused to consider the charges true fraud. I also found out that the account was still open, but I had closed earlier this year. Additionally, Capital One has changed the account number for my card and is reporting two different card numbers for the same account to the credit bureaus, so that it appears as if I have two seriously delinquent cards with Capital One. I asked the fraud manager that I was speaking to, XXXX, what I could do at this point. I asked if I could appeal the decision. She said no. I asked if I could be sent a written explanation of why the charges were not deemed fraud. She denied that request as well. I also asked to speak with her supervisor, and she said there was no supervisor available, even though she was only a manager. I was defrauded and I'm being denied any kind of fair process. Thank you in advance for any help.
Company Response: Closed with explanation

Timely Response

2018-12-13

Banning, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-12-13

Wrentham, MA

Problem when making payments

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

Problem during payment process
Complaint: I'm still perplexed the way this account of capital one is reporting on my credit report. I've already spoke to the representative at Capital One and I've already went ahead and paid off this account in full and I don't understand why it's still showing charged off with a balance. The money has already been deducted from my bank account of over $ XXXX. Therefore, I am writing to dispute the information in my credit report that I received. This item Capital ONE, Account # XXXX is incorrectly reporting a current status of charged off with a balance of $ XXXX+. Again, this is inaccurate as this account was settled directly with them and paid off the entire balance that we agreed. I am requesting that the status be updated to reflect the account is now Paid as Agreed. '' or this tradeline completely deleted/removed. Please investigate this matter and correct the dispute item immediately.
Company Response: Closed with explanation

Timely Response

2018-12-13

Bay Point, CA

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

2018-12-13

Bohemia, NY

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-12-13

Phila, PA

Other features, terms, or problems

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

Privacy issues
Company Response: Closed with explanation

Timely Response