CAPITAL ONE FINANCIAL CORPORATION

2018-12-07

Cordova, TN

Incorrect information on your report

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

Information belongs to someone else
Complaint: All inquires are from XX/XX/2018 and are fraud XXXX XXXX XXXX Capital One Saks Fifth Ave XXXX XXXX XXXX XXXX Capital One XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-12-07

Weston, CT

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2018-12-07

Dayville, IN

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-12-07

Ladies Island, SC

Problem when making payments

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

Problem during payment process
Company Response: Closed with non-monetary relief

Timely Response

2018-12-07

Hawthorne, 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

Problem with personal statement of dispute
Company Response: Closed with non-monetary relief

Timely Response

2018-12-07

Arlington, TX

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

2018-12-07

Thibodaux, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-07

Cheyenne Wells, CO

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 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, XXXX and CAPITAL ONE with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-12-07

VA

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

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

Investigation took more than 30 days
Complaint: In XX/XX/XXXX I certified mailed a dispute letter to Capital One Bank to dispute accounts that were showing up on my credit report. I have attached my initial letter, the copies of the signature card information from where their company had signed for my letter dictating all that I was disputing, and began the clock of 30 days to place disputed remarks of my dispute on my credit reports. There are many violations that I will be submitting in a court of law, as well as laws that the company broke in not upholding the standards set before them from the FCRA, and the FDCPA. I have pulled my credit from all 3 credit bureaus and have attached the proof for you to examine that the credit reports are time stamped 31 days after they signed for my letters, and one of the major violations they totally neglected to do is mark my accounts as disputed on my reports and/ respond with court approved documentation within the time frame with verifyible documents that would hold up in court that the debt was in fact my debt. I demand that they remove the debt reporting to my credit report immediately, and that you as well as the attorneys general offices, and XXXX hold them accountable for the noncompliance of these said violations and laws that have been broken. I want them removed, and it is my rights. My letter clearly explained what I would do if they did not respond accordingly. I have a well documented case and have all intentions of taking care of it legally if they do not comply.
Company Response: Closed with explanation

Timely Response

2018-12-07

Bayshore Gardens, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-07

Lansing, MI

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: XX/XX/2018 - Received an email stating that open XXXX Money market savings account and deposit total of XXXX by XX/XX/2018 to get XXXX $ bonus ( Attached email stating full terms ) XX/XX/2018 - Opened account and funded with XXXX $ XX/XX/2018 - completed total of XXXX transfer XX/XX/2018 - Contacted CSR from capital one to check the status of bonus, CSR replied that i need to fund within 10 calendar days ( which is nowhere mentioned in the email i received ) and also stated that i need to maintain XXXX for 60 days ( which is mentioned in email as deposit XXXX but not mentioned anything like i need to maintain XXXX ). I wanted to verify the terms i received so i disconnected by stating that i will call back XX/XX/2018 - Contacted again and CSR was saying contradictory information stating that cumulative XXXX is ok but need to deposit everything within 10 calendar days, which again not in the email.
Company Response: Closed with explanation

Timely Response

2018-12-07

Sayreville, NJ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-12-07

PA

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: I have a loan with CAP ONE AUTO. 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 CAP ONE AUTO with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX - XX/XX/XXXX / XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-12-07

Stanford, CA

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: CapitalOne Bank is refusing to honor the terms and conditions as set forth in their advertisement for a {$500.00} account opening bonus. Here are the offer terms, as obtained from CapitalOne 's website : Open a XXXX XXXX XXXX and you could earn a {$500.00} bonus. Open your account and deposit at least {$50000.00} by XX/XX/XXXX, using promo code XXXX to earn an exclusive {$500.00} bonus. Plus, you'll earn 2.00 % Annual Percentage XXXX ( XXXX ) on balances of {$10000.00} or more. See details below. Heres the full scoop on how to earn your {$500.00} bonus : Open a XXXX XXXX XXXX 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. 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. The relevant portion of the timeline is detailed below :XX/XX/XXXX : New account opened with XXXX coupon code attached XX/XX/XXXX : Balance reaches $ XXXX through deposits. Note that this is before the XX/XX/XXXX deadline to deposit $ XXXX XX/XX/XXXX : Withdraw $ XXXX from account XX/XX/XXXX : This is 60 days from when the balance has hit $ XXXX, bonus is due XX/XX/XXXX : Called bank customer service line. Representatives confirm that the offer code is attached to the account. Representatives say that there are additional terms and conditions that now suddenly apply that were not on the advertisement and refused to honor original terms of the offer. Different representatives add different terms that don't match the new terms from the other representative. Namely, representative 1 claims that a $ XXXX balance needs to be held for full 60 days. Representative 2 claims that $ XXXX must be deposited within 10 calendar days of opening the account. These two representatives do not even provide the same reason, and more importantly, neither terms are in the original offer text. Of note is that there is no text in the offer that states that the $ XXXX balance must be held for any amount of time.
Company Response: Closed with monetary relief

Timely Response

2018-12-07

Frisco, TX

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-12-07

Naperville, IL

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-12-07

South Florida, FL

Incorrect information on your report

Vehicle loan or lease: Loan

Account status incorrect
Complaint: I opened a car Loan with Capital One Auto Finance on XX/XX/2016. I had some mechanicals problems with the car and took it to the dealership. The car never got out and I got an offer to buy a new car. I did so but this car loans keeps appearing as a charge off. It is being reported incorrectly. This account should be closed and stop affecting my score.
Company Response: Closed with explanation

Timely Response

2018-12-07

Philatelic Center, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I refinanced my home loan in XXXX with XXXX XXXX. I had a history of an ok credit rating, but not great so I think it was a predatory ARM loan at a ballooning high interest rate well above the rates at the time of the loan. In XXXX I lost my job when I became XXXX XXXX. I modified my home loan in XXXX expecting a permanent solution to my home loan problem, and was assured by XXXX XXXX that Capital One would be taking over the loans and in XXXX they would change the loan over to a Capital One loan and ensure it was a permanent solution. Instead, Capital One returned the loan to the original much higher interest rate loan, and I could not afford the payments. The payments were more than I made each month after return to the pre modification terms. I was told that if I became late, they could re offer a home loan modification. I was also told they did not participate in HAMP, but they did not tell me they actively were participating in the California KYHC program. I applied over and over for the next 18 months for assistance, and I filed 2 complaints to the CFPB. Capital One lied to the CFPB in both answers, and they sent me a letter on XX/XX/XXXX as the second answer, but they did not mail the letter until after they illegally and without warning sold my home at a trustee sale despite promises not to do so and to give me a full and fair review of my application for alternatives to foreclosure. They told me in the XX/XX/XXXX letter that I had to submit certain documents to have my home loan options considered and replied to. They mailed the letter telling me this less than 8 days before they held the sale to sell my property. they did this without allowing the previously applied for options request to be reviewed despite having everything they said they needed for a review. They committed numerous offenses criminal and civil over the previous 18 months, including performing valuations and appraisals which they promised that if they did so, they would provide me automatically with copies of them, but they never provided a single appraisal or property valuation to me. They lied to me repeatedly on numerous phone calls, and they filed fraudulent and false declarations about contacting me when they had lied about this. They also refused to follow through on a second promise made the date of the home sale that they would stop the sale, and they did not. They also manipulated the payment from the alleged buyer 's funds, when they did not get credited in accordance with state title recission laws, and the trustee and capital one refused to take action after the sale to void it despite numerous telephone calls and written notices of the illegal sale and the lack of notice. Of note, the banks servicing records reflected that they had no notice of postponement as I had complained, and they uploaded the postponement notice to the loan service file just 30 minutes before the sale, after I had called in and said I had not received any notice or postponement that the sale had been put back on the schedule. They did not mail out a notice they were denying my modification application until more than 20 days after they had closed it, and they did not provide information about any right to appeal their decision and therefore they held a sale in less than 14 days from the time I found out they had closed the file. they blamed the late notice on an internal error. They also had failed to disclose when I first became late, that they participated in the California Hardest Hit Fund Program, keep your home California, and in fact denied they participated in HAMP or any other government programs, depriving me of up to {$130000.00} in funding available to me. I had found out over a year after I was late on payments and applied for help, but Capital One refused to work with KYHC so that I could receive the assistance of $ XXXX that I had applied for and was pre-approved for. Had they told me when I was the first delinquent, in the first 90 days, I could have received help paying my loan late fees and payments and put $ XXXX towards paying down my principal. Instead, they lied in numerous ways and sold my home without the promised to wait to reply to the CFPB complaint ( # 2 ) and giving me a fair chance to apply and be reviewed. Just 6 months earlier the president 's offices had also promised that my loan application was complete and that I would not have my house sold while they were reviewing my application, but they did so anyhow. They continued to offer a streamlined modification rather than all options and a real modification offer, and I was forced to ignore it because the proposed streamlined modifications were for payments more than I made each month in gross income and there was no way I could sustain a payment like that for the 30 years of payments they wanted me to obligate to. It was a shocking and obscene attempt to trick me into a home modification that was guaranteed to fail within a few months of payments that were impossible to make and they knew that when they offered it.
Company Response: Closed with explanation

Timely Response

2018-12-07

Cleveland, OH

Other features, terms, or problems

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

Other problem
Complaint: I am requesting a written letter indicated the amount of my security deposit for a secured credit card from Capitol One. This information is not available in my customer profile on the website. XX/XX/2018 I called customer service on XX/XX/2018 around XXXX and spoke with XXXX ( XXXX ). She indicated that there is nothing available to allow her to send me a letter indicating the balance. She also indicated that there was no one further that I could speak. XX/XX/2018 I sent a letter to Mr. XXXX XXXX President of Retail & Direct Banking Capital One Financial Corporation XXXX Capital One XXXX, XXXX, Virginia XXXX requesting a written verification of my deposit. XX/XX/2018 - I got a call from XXXX. from the executive offices who said he would investigate XX/XX/2018 XXXX confirmed that I would receive a verification letter in the next 7 to 10 days. XX/XX/2018 - I talked with XXXX who said the letter would be emailed. But I got disconnected while on hold. I called back and got another rep who transferred me to XXXX. XXXX said that I would receive the verification letter in 7 to 10 business days. As of XX/XX/2018 I have not received the verification of the amount of my security deposit.
Company Response: Closed with explanation

Timely Response

2018-12-07

Beyersville, TX

Problem when making payments

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

Problem during payment process
Complaint: I have two Capital one Spark for business credit cards. I pay them in full on the day they are due, without exception. For the past 3 months, the day after my credit card is paid, they send me emails stating that I have to make at least my minimum payment. I call the number on the card and they tell me they did receive my payment in full. They can't figure out how to resolve. Meanwhile, every month I pay my account in full, they receive it on time and the next day I receive an email telling me I did not pay and I must make the minimum payment. I have talked several times to a lady at Capital one who claims to be with the executive branch of Capital one but she has not been helpful. She told me this was resolved, but it is not resolved. I don't know how anybody can trust this bank since they can't even keep track of receiving my payment in full. I just made a complaint with the Federal Reserve in XXXX. These people should not be allowed to be in the banking business.
Company Response: Closed with explanation

Timely Response

2018-12-07

Chula Vista, CA

Getting a credit card

Credit card or prepaid card: Store credit card

Sent card you never applied for
Complaint: I'm having little problem locating my receipt but o still have items I purchased and my husband 's debit card we paid with. 1 or 2 weeks ago we went to the KOHL store to do XXXX shopping on the check out cashier advised to open a credit card I agreed she asked me to follow instructions on the screen. After I completed all the steps she asked other cashier to help both of them standing looking at the screen and then they say can we have your State issued driver 's licence, which I understand why it was requested but I left mine in the car. I said I left it in the car I parked pretty far it's already took quite a while so I think we should cancel everything I want to cancel the process. BUT CASHIER XXXX XXXX ID of my husband and said thats fine we still can process. I felt it is not right so I rejected and asked two cashiers to cancel whole process and just let me pay with debit card. They looked disappointed but followed the instructions. Today XX/XX/2018 i receive missed call from KOHL with voice mail asking to call nack after spending more than an hour on the phone and constilently on hold finally representative named XXXX states you approved for {$400.00} credit card and we will mail it to you shortly. I was in shock and told him I'm sorry I don't want to get anything what do you mean you will send me credit card and for now I can use my ID to pay for time being. Representative got very mad and started yelling at me and saying that I said to process it. I rejected I recapped exactly what I said to him and continue yelling I nicely asked him if u can talk to a supervisor or manager and asked hime nicely not to yell at me. HE PUT ME ON HOLD ... after a while he came back and said they will send me letter about and now they will cancel credit card. I asked him again may I please speak to a supervisor. Representative said we will call you back tomorrow I asked May I set preferred time for supervisor call back, representative I'll ask them what time would you like I provided preferred time and took the survey and shared my absolutely dissatisfied experience. Because it was department store I decided to call centralized office I called and spike to a nice representative, who took all information for complaint about terrible customer service and advised data will be passed to district manager and they will address the matter but nothing about opened credit card which I did not ask for and was accepted with wrong ID. WHICH makes me feel whoever witj information easily can open cards and use my identity very easy without any proof for the data is for the person who is actually applying. Please advise and take needed action to prevent such actions opening credit cards when people rejects them and open cards without any identification for the person.
Company Response: Closed with explanation

Timely Response

2018-12-07

Norwalk, CA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2018-12-07

Weston, CT

Trouble using your card

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

Can't use card to make purchases
Complaint: I added a couple family members as Authorized users, they restricted my two 20 year old ( in perfect standing for 20 years BTW with not one missed payment ever ) Capital one accounts. The demand ID/SS card etc, I send it in, they release the accounts, I then ask " Look I have a few more people to add as authorized users such as my daughter in law etc, if I add them will this happen again? '' they promised it would not. guess what, I add her and BOOM restricted again and now they refuse to release unless I send ID/DD card and proof of address for EVERY single authorized user since the card began 20 years ago ... .. half these people I have not even spoken to in over a decade, some are no longer living etc. so now 2 accounts, over 20 years old each, in perfect standing can no longer be used YET they still charge the yearly fee ...
Company Response: Closed with explanation

Timely Response

2018-12-07

Buford, GA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2018-12-07

Palma Ceia, FL

Opening an account

Checking or savings account: Savings account

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

Timely Response