CAPITAL ONE FINANCIAL CORPORATION

2018-12-11

Kailua Kona, HI

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-12-11

Douglasville, GA

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

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Complaint: I have a loan with CAPITAL ONE. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and CAPITAL ONE with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX / XXXX, XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-12-11

Chicago, 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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response

2018-12-11

Syringa, VA

Problem when making payments

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

Problem during payment process
Complaint: Tried to make a payment on the website, but it was refused, saying it wasn't enough. My card has been charged off since then. My payment tripled. I had autopay. My card has also been stolen, so I do not know the credit card number
Company Response: Closed with explanation

Timely Response

2018-12-11

Old Westfield, NY

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2018-12-11

Maclean, VA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-12-11

Shreveport, LA

Closing your account

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

Company closed your account
Complaint: I applied for a Capital One Secured MasterCard and was approved in XXXX, 2018. I had to EFT {$390.00} to a secured savings account in order to receive a {$500.00} credit limit. I received my card XX/XX/2018. I did not activate it immediately because I was told by Capital One Customer Service I could increase my credit line to the {$1000.00} maximum by not activating it and call a representative to transfer the additional funds. I called their Customer Service line this A.M. ( XX/XX/2018 ) and was told my account had been closed by Capital One. After being cut-off twice I finally spoke with someone in the " appropriate department '' that said my account had been closed because of information on a background check they did on me. I never approved, in writing, a background check to be pulled on me, which is the law. I have to expressly authorize in writing, which I did not. I have open checking and credit accounts with the two largest banks in the U.S., XXXX and XXXX and this was NEVER an issue. I think Capital One is violating the law by opening secured accounts for individuals and pulling background checks without the applicant 's written permission.
Company Response: Closed with explanation

Timely Response

2018-12-11

Phila, PA

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: The mailing address was changed on my credit card accounts without my requesting that my address be changed. My credit car company can not explain how this change occurred. Not only was the address change on my account, but also on the accounts of other cardholders that live with me. The credit card company can not tell me when the address was changed or by whom it was changed.
Company Response: Closed with explanation

Timely Response

2018-12-11

Myrtle Beach, SC

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: Re : Capital One Case : XXXX I sent Capital One a letter dated XX/XX/2018 ( Exhibit A ) which reads as follows : I received your letter of explanation dated XX/XX/2018 ( Exhibit B ), for which I thank you. I believe Capital One has made an error on my account, and I would like to get it corrected. I tried calling you, however, without an extension [ for XXXX XXXX XXXX. ] no one was able to locate you. Your letter of XX/XX/XXXX states the following : When you reported fraud to us on XX/XX/18, I immediately credited youre account for the charges listed below ( XX/XX/18 XXXX XXXX {$910.00} and XXXX ). On XX/XX/18, the merchant credited your account for the same charges. That means your account was charged fraudulently only once, but credited twice. We need to correct this by canceling out the duplicate credits by reapplying the below charges to your account. I acknowledge that credits were applied on XX/XX/XXXX in the above amounts. HOWEVER, MY [ XX/XX/XXXX ] STATEMENT DOES NOT SHOW ANY SECOND CREDIT FROM THE MERCHANT ON XX/XX/XXXX. So, in fact, my account was charged fraudulently once, and credited once. Then on my XX/XX/XXXX statement, you charged me again by 2 entries dated XX/XX/XXXX ADJ-XXXX XXXX - {$67.00} AND {$910.00}. These entries are debits to my account and show that you have debited me twice when I was only credited once. The XX/XX/XXXX Statement shows correctly on XX/XX/XXXX, a charge for {$2300.00} and a corresponding credit for the same amount. You have not charged any other amounts in XX/XX/XXXX. That is how the {$67.00} and the {$910.00} should be treated. Please credit me back the {$910.00} and the {$67.00}, as you have charged me again for the fraudulent charges. I have called and called and only received a letter from XXXX XXXX dated XX/XX/2018. You a holding up my credit in the amount of {$970.00} by not responding to my letter, for six months now.
Company Response: Closed with explanation

Timely Response

2018-12-11

Harrisburg, PA

Other features, terms, or problems

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

Problem with balance transfer
Complaint: I initiated a balance transfer on XXXX XXXX XXXX transferring {$440.00} from my Capital One credit card to XXXX credit card. Only XXXX XXXX XXXX the balance transfer was completed by XXXX and the {$440.00} was added to that account. Today XXXX XXXX XXXX I still see the balance on my Capital One statement as well, I called customer service and they claim they don't see any transfer to XXXX. As of right now the {$46.00} balance is on two credit cards and needs to be corrected including the refund of any fees or interest. The transfer appears on XXXX 's end, the problem appears to be with Capital One
Company Response: Closed with explanation

Timely Response

2018-12-11

IN

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: On XX/XX/18 I opened a Capital One 360 account using the promo code XXXX. The terms and conditions clearly stated that in order to be eligible you would have to deposit at least {$50000.00} into your account. There are no terms outlining a requirement of a {$50000.00} balance or a single deposit totaling {$50000.00}. The terms and conditions of the offer can be found at : https : //www.capitalone.com/savings500/. Between XX/XX/XXXX and XX/XX/XXXX, I made deposits of {$11000.00}, {$15000.00}, {$15000.00}, {$10000.00}, and {$1100.00}. These deposits totaled {$52000.00}. On XX/XX/XXXX, I reached out with a representative via Capital One 's online chat service. He assured me that I did meet the qualifications of the bonus, and that it would post 60 days from XX/XX/XXXX, which would be XX/XX/XXXX. I have attached the transcript of that conversation. On XX/XX/XXXX, I reached out to Capital One 's customer service telephone line to check on the status of my bonus. On my phone call, I was told that they could not honor the bonus. I politely asked to escalate the call to a manager. The manager once again told me that she could not post the bonus. I read the terms to the manager from their website, and she acknowledged that the terms and conditions did not state a requirement for a {$50000.00} total balance. She said that their marketing team had since updated the terms for future offers. She said that while it was not in the terms and conditions, it was " The spirit of the offer '' to only post to accounts holding total balances of {$50000.00} I politely explained to her what the representative told me in XXXX about the account being eligible. She then put me on a brief hold, and offered to post a {$100.00} bonus. I politely refused, and hung up. I believe Capital One knows that they did not put this stipulation in their terms and conditions, and is know refusing to post the promised bonus.
Company Response: Closed with monetary relief

Timely Response

2018-12-11

Beaumont, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-11

Jersey City, 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

2018-12-11

Brooklyn, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: A fraudulent check, wich I didn't know it was at the time, was deposited into my account and caused a negative into my account now because of this I no longer can not do business with my bank.
Company Response: Closed with explanation

Timely Response

2018-12-11

AL

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: Capital One Auto Finance incorrectly charged off my account. After contacting them they advised me to dispute the error with the credit bureaus. After disputing with the bureaus I was advised contact the original lender. The account is being negatively reported and both the lender and bureau XXXX and XXXX are not willing to correct the issue.
Company Response: Closed with explanation

Timely Response

2018-12-11

Jersey City, NJ

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-12-11

San Jose, CA

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: I opened 360 Money Market account from Capital One on XX/XX/XXXX through the following promotion by Capital One https : //www.capitalone.com/XXXX/ And in case they decide to change terms or delete above link to avoid fulfilling the promotion, here 's the archived link https : XXXXhttps : XXXX/www.capitalone.comXXXX And here 's the promotion terms from the above link " 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 XXXX. ( 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. '' I opened my account with XXXX promotional code, deposited {$50000.00} in total from another bank which made me eligible for the {$500.00} bonus and till today I still did not receive the XXXX $ bonus. I've attached the transaction statements from my account
Company Response: Closed with explanation

Timely Response

2018-12-11

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-11

Katonah, NY

Opening an account

Checking or savings account: Savings account

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

Timely Response

2018-12-11

Gloucester City, NJ

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

2018-12-11

FL

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 contacted Capital One and they were in agreement that there was numerous charges of $ XXXX.+ charge to a XXXX XXXX in XXXX XXXX , FL. I told them I had never been to XXXX XXXX, FL. They refuse to credit me. I need help. XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-12-11

Rockingham, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-12-11

NC

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: An impartial review of any complaints submitted to a company is what a consumer who submits a complaint to the CFPB however, when the identical company and the unrelated complainant is assigned to the identical representative to review a mater the independent is marred. { It is what a high ranking officials calls circuit shopping. } It is highly questionable to assign the same individual to the same customer, so I ask my previous and present complaints be overturned. It appears that my complaints are assigned to the same person ( XXXX ) who denies each claim. XXXX rejects my claims by means of inaccurate accounts of the events and manipulating the standards of dispute resolution so as to favor the merchant. Congress passed TILA in XXXX to assure a meaningful disclosure of credit terms so that the consumer will be able to compare more readily the various credit terms available to him [ and ] to avoid the uninformed use of credit. 15 U.S.C. 1601 ( a ). In XXXX, Congress amended TILA through the passage of the Fair Credit Billing Act ( FCBA ) to protect the consumer against inaccurate and unfair credit billing and credit card practices. Section 302 of the FCBA, Pub. Law 93495 ( XX/XX/XXXX ). Codified at 15 U.S.C. 1601 ( a ) Under the FCBA, as implemented in Regulation Z, credit card issuers have two separate obligations that may apply to merchant disputes. First, under 12 C.F.R. 1026.13 ( a ), issuers must investigate and resolve certain billing errors, including a transaction reflected on a periodic statement involving goods or services that the consumer ( or representative ) did not accept or was not delivered or was not delivered as agreed. Comment 13 ( a ) ( 3 ) -1 of the official staff commentary ( commentary ) for Regulation Z provides these examples for this type of billing error : the appearance on a periodic statement of a purchase when the consumer refused to take delivery of the goods because the goods did not comply with the contract ; delivery of property or services different from that agreed upon ; delivery of the wrong quantity ; late delivery ; or delivery to the wrong location. A credit card issuers compliance obligation under 1026.13 ( a ) is triggered when the consumer sends a written notice to the issuer within 60 days after the issuer provides the periodic statement that reflects the alleged billing error. 12 C.F.R. 1026.13 ( b ) ( 1 ) The consumer is not required to notify the merchant and attempt to resolve the dispute, assuming the consumer did not accept the goods. 12 C.F.R. 1026.13 CFPB Official interpretation of Paragraph 13 ( a ) ( 3 ). I reasoned with XXXX that was not delivered as agreed and it did not comply with the contract. XXXX contends that the bumper was delivered damaged and was sent back this caused a delay. I stated that was not true. I called the company and they said they have no record of this bumper. I further reminded her of the fact XXXX XXXX XXXX XXXX XXXX misrepresented a document claiming it was an authorization to work on the vehicle ; in actuality it was a document stating I was satisfied with the work. The false and deceptive evidence would satisfy a reasonable minded person that XXXX XXXX XXXX XXXX XXXX regularly participate in dishonest and fraudulent business practices. It is obvious to a duck that the dates on this document are several days apart in addition the date the vehicle was delivered several weeks earlier evincing deceptive business practices. I received a copy of that document from Capital One several weeks after I filed a dispute and requested the information. Under the Fair Credit Billing Act, I have the right to withhold payment of the disputed amount while the dispute investigation was pending. Capital One XXXX did not withhold payment and credit my account while she investigated the dispute. XXXX predetermined biased opinion decided against crediting my account, and did not afford my right to withhold payment until the matter was resolved ; this is in violation of 12 CFR 1026.13 ( d ) ( 1 ). XXXX requested information she knew did not exist nor could be produced without manufacturing it. A reasonable minded person would know that after repairs to any object one may only SPECULATE what it would take to repair it. An estimate from another body shop other than the submitted ALL STATE ESTIMATE taken during the time of the incident and XXXX XXXX XXXX is all that can accurately depict the damages and offer a precise estimate including time ; any other estimates would be speculation. XXXX should demonstrate some empathy and consider herself in this situation with these criminal minded law breakers and XXXX XXXX XXXX. Until a billing error is resolved, I am entitled to withhold payment to the card issuer for the amount owed the merchant and any associated finance charges, and the issuer is prohibited from reporting negative information about the consumers credit standing ( for example, to a consumer reporting agency ) because the consumer failed to pay this amount. When I pointed out the flaws in her decision to uphold the {$500.00} deductible she indicated regulation importance or irrelevance or otherwise simply shrugged it off. The regulations for a dispute are found and these regulations are uniform and each creditor are bound by its undeviating guidelines. XXXX informs me she was assigned also to the {$3800.00} dispute for an air conditioning unit. I said that is interesting as she was assigned to each complaint mentioned and she unscrupulously denied each as she manipulated the contents of the investigation so as to favor the merchants. Capital One and Master Card have determined that the AC Unit does not qualify for reimbursing as they have defined it a permanent fixture. The term permanent fixture is unconstitutionally vague and is broad in scope. I have submitted documentation regarding my position. The issue is the reason for denial the term permanent fixture any other rejoinder on the matter is closed as card issuer ( s ) had an opportunity to include this in their initial denial, as such the only issues is the term permanent fixture. XXXX is and should declare herself to be disqualified to review any of my complaints because of possible bias or personal interest. I feel any decision XXXX made should be investigated to determine if she observed the regulations or her on selfish interest. XXXX stated she would be seeking information from the credit bureau ( s ) regarding the issue of 61 point drop in my credit score. XX/XX/XXXX XXXX stated she was not authorized to provide any information on my credit score even though she sought and received such information. She was reminded that she said she would provide this information and she refused, citing she would forward the contact information so I would contact the credit bureau ( s ). This was not the promise. XXXX rely on the CFPB does not take any immediate action. XXXX, Master Card and Capital One gross regulatory violation will perhaps one day be fully investigated but not today so they do not respect CFPB or dispute regulations as described above. I informed her I would be seeking a court decision in the future as the evidence as stated above and in prior complaints prove irregularities regarding regulation observance and prejudiced dispute resolutions favoring the merchant. XXXX response that is my right and is there anything else. I said no thank you and good bye. It is obvious that Capital One and their representative ( s ) refuse to comply with current regulations and further have demonstrated prejudice to me a customer. In addition a reasonable minded person is a " thoughtful observer rather than... a hypersensitive or unduly suspicious person. '' Finally, a reasonable person is able to appreciate the significance of the facts in light of relevant legal standards and judicial practice and can discern whether any appearance of impropriety is merely an illusion. One of the fundamental rights of consumer is that he is entitled to a fair investigation in a fair tribunal, and that fairness requires an absence of actual bias or prejudice in the investigation of the case. The right to a fair and impartial investigation is fundamental to the me the consumer ; fundamental to the dispute process and it fosters the public 's confidence in the impartiality investigations over which they manage.
Company Response: Closed with explanation

Timely Response

2018-12-11

Alexandria, 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

2018-12-11

Key Biscayne, FL

Problem when making payments

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

Problem during payment process
Complaint: I have a loan with XXXX XXXX XXXX XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and XXXX XXXX XXXX XXXX with no successful resolution. ( Bureau ) only reporting me late. There was definitely an error on their part. I was never 30 days late XXXX - XX/XX/2018.
Company Response: Closed with explanation

Timely Response