CAPITAL ONE FINANCIAL CORPORATION

2018-11-28

Chicago, IL

Closing your account

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

Company closed your account
Complaint: Using the Capital One website, my credit card that I have been using for years was closed by mistake. I immediately called Capital One to correct the issue and reopen the account. The customer service rep stated that this would not be an issue, and forwarded the issue to the team that investigates these issues. Soon after, I got a reply that they would not reopen the account.
Company Response: Closed with explanation

Timely Response

2018-11-28

Austin, 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: This is a continuation of the original CFPB Complaint XXXX. The response from Capital One states a response was received from me on XX/XX/2018. My response stated the merchant offers a 45-day return policy for Elite Plus Members, which I am eligible for. I attempted to return the merchandise within that time frame, but the merchant would not accept the return. Based on your response, we issued a temporary credit for the disputed amount and mailed a letter requesting additional information by XX/XX/2018. We did not hear from you, so we rebilled the charge on XX/XX/2018. This has several discrepancies and fails to acknowledge several key points. On XX/XX/18 I spoke with XXXX ID : XXXX who informed me the dispute was still open but a provisional credit was not issued because it was the 2nd dispute. She stated proof of attempted return had not been received. Which I informed her it indeed had been. All documents were actually submitted back in XX/XX/2018, but capital one saved them under a different dispute number for XXXX XXXX. She finally found the return denial receipt. Stating it was not valid as it was not signed. I informed her, it was indeed signed digitally. There was a unique transaction which identifies the specific transaction with date, time, location and result provided. She further stated supporting documents were received again on XX/XX/18 but the case was closed on XX/XX/18. The case was closed despite being resubmitted on XX/XX/18 to which the merchant did not reply. At this time a Capital One dispute manager initiated a 3-way call with the merchant to verify the item was returnable, which the merchant verified and stated they were unsure why the return was denied. So Capital One was provided the necessary information directly from the merchant, as well as myself. Despite receiving all requested information and the merchant failing to respond to the dispute Capital One closed the case. Yet on my routine calls to inquire about this case, I was continually told by Capital One the case was still under investigation. Case # XXXX was created by XXXX. On XXXX-18 I spoke with XXXX ID : XXXX who refused to honor the previous agent 's commitment to honor the dispute back in XXXX, but admitted this was still under investigation and I should have been charged interest, penalties or fees. She then removed all interest and fees but was unable to do anything about the negative late payments reported to the CRA 's. Continually Capital One has stated they did not receive the information needed from me. However, they had indeed received it just misplaced and filed it under a different dispute number. Agents were continually able to find the documents after making them search for them while on the phone. Additionally, Capital One agents continually informed me the dispute was still under investigation. To which I did not pay the balance on the card which was only the charge disputed. Even worse, on 3 different occasions, Capital One initiated phone calls to the merchant verifying the needed information. On each of these calls, they verified the item, purchase price, the attempted return date, as well as the return denial directly with the merchant. Stating a lack of information necessary to process this claim, therefore, is not accurate. What Capital One did not receive was a response from the merchant regarding the dispute. Capital One continues to state. " Please note, although there were disputed transactions on the account, you were still responsible for making a payment towards the undisputed balance on your account. We did not receive the minimum payment, and this is why your account was reported as past due to the Consumer Reporting Agencies ( CRAs ). '' Capital One did not receive the minimum payment due because the entirety of the balance due was the charge under dispute. Requiring a payment on a balance under dispute is in violation of Fair Billing Practices Act. Yet, Capital One clearly states they have violated this law in their response. Furthermore, Captial One admits to refunded interest and fees for the disputed amount, yet refusing to correct the information reported to the CRA 's. I have also on 4 different occasssions requested Capital One provide me with all documents related to their investigation of this dispute both in writing and over the phone. Yet have failed to receive them. The only response I've gotten to this request is Capital One agents refusing to provide the documents while speaking on the phone. Capital One finally escalated this dispute to the executive resolution department despite my requests on XX/XX/18, XX/XX/18, XX/XX/18 to name a few. Where the managers I was speaking with ( XXXX : XXXX, XXXX : XXXX and others ) all informed me they were escalating the case above them to their managers who would be calling me within 24 hours. I have yet to receive a call from any of these escalations. XXXX, from Capital One, did finally reach out to me in response to my initial CFPB complaint. However, she made a single phone call failing to leave a message and closed the case without ever having spoken to me. Due to her failure to leave a message I had no idea this had been escalated, no clue I needed to call Capital One back and no way to actually contact this agent. This was verified by Capital One at which time I requested the case be reopened and assigned to another member in the Executive Resolution Team. It was reassigned to XXXX, who I have left voicemails for on XX/XX/18, XX/XX/18, and XX/XX/18 but have failed to receive a response. On XX/XX/18 I spoke to XXXX in the executive resolution department who informed me XXXX was in the office but unable to speak with me at this time. On many occasions, Capital One has failed to abide by applicable laws and regulations and has refused to even truly investigate or provide requested documentation. I have repeatedly provided all requested documents, spend over 100 hours to date on hold and on the phone with Capital One attempting to correct this without ever getting any actual resolution. Just asked to wait for calls back which never come.
Company Response: Closed with explanation

Timely Response

2018-11-28

Neenah, WI

Incorrect information on your report

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

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

Timely Response

2018-11-27

Chester, PA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-11-27

Meridian, AR

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

2018-11-27

Simi Valley, CA

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: On XX/XX/XXXX I purchased concert tickets from a 3rd party re seller with my capital one credit card. I received the tickets a week later and the day that I went to the concert venue I was denied access. The front gate representatives stated that the tickets on my smart phone were not valid. I never received what I paid for and the credit card company didnt want to help me. The credit card company stated that its my responsibility to get my refund from the merchant. They have not helped at all in the process. I spent numerous times trying to contact the merchant and the credit card company with no help. I responded to the merchant response in my first dispute telling them that I have notified the merchant right away that I was denied access into the venue. How is that my fault that I have get a letter of denial from the venue! They should be responsible for that part of the investigation. Especially since the merchant sold me a fraudulent concert ticket! Now, the credit card company charged me a late fee and they charged me interest. And telling me I have to pay for services I never received!
Company Response: Closed with monetary relief

Timely Response

2018-11-27

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 non-monetary relief

Timely Response

2018-11-27

Vineland, CO

Incorrect information on your report

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

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

Timely Response

2018-11-27

Wallington, 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
Complaint: XXXX has been non-compliant with removing the unverified account CAPITAL ONE BANK USA which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that CAPITAL ONE BANK USA was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-27

Bedford Park, 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

Problem with personal statement of dispute
Company Response: Closed with explanation

Timely Response

2018-11-27

CA

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2018-11-27

Palmerton, PA

Getting a credit card

Credit card or prepaid card: Store credit card

Application denied
Company Response: Closed with explanation

Timely Response

2018-11-27

Penn Yan, NY

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2018-11-27

Houston, TX

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

2018-11-27

Lost or stolen check

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2018-11-27

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-11-27

Phoenix, AZ

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2018-11-27

Palos Park, IL

Closing your account

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

Company closed your account
Complaint: I had leased office space because of a contract with certain performance issues by the other party so my expenses increased. Because the party did not perform I did not make any income forcing me to get a job with a lower income. This caused me to make payment lower then the amount due. Capital 1 took my security deposit, applied it to the balance and then closed the account despite the fact that I was making good faith payments to demonstrate I wanted to meet my obligation I just did not have the funds to pay the total amount due.
Company Response: Closed with explanation

Timely Response

2018-11-27

Hamden, CT

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

2018-11-27

WY

Other features, terms, or problems

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

Privacy issues
Complaint: I received an email on XX/XX/2018 that my mailing address had been changed. I had not changed the address so I contacted Capital One where they informed me that a fraud alert had been placed on my card so a new card and number were issued and then the mailing address was changed so the new card would be sent to whoever was pretending to be me. Capital One handled this very well and changed everything back and put a fraud alert out for me with the credit bureaus. On XX/XX/2018 I received another email stating the same thing as before. The same person at the same mailing address had done the same thing that they had done on the XXXX. At this point Capital One put a restriction on my account so that they would have to contact me by phone before any changes could be made to my account. I was satisfied with this until XX/XX/2018 when I received a third email stating the same as the first two. A new card had been issued and the mailing address had been changed a third time and no one had tried to contact me as they said they would. When I called to change my information and report the problem I was told that because of the restriction I would need to submit several documents and it might take up to 72 hours before they could handle my requests, but they had obviously let someone else make the changes to my account with the restrictions in place. I was never able to make the changes to my account and canceled the entire account out of frustration. I also had to forfeit {$250.00} worth of rewards when I canceled because I had to have the restrictions lifted in order to use the points and I was not willing to let an identity thief have a card on my account for 72 hours while they approved my documents. I am extremely angry that I could not do anything with my account without all the documents they wanted, but they had obviously let an Identity Thief do it.
Company Response: Closed with explanation

Timely Response

2018-11-27

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 signed a lease and paid a security deposit on a property in XXXX, NC on XX/XX/18 with XXXX XXXX. We were unable to take posession of the property due to a dangerous domestic situation and the flooding of hurricane Florence left us physically unable to reach XXXX as all roads were closed between XXXX and XXXX. I communicated this to him and his business partner. I had no choice but to return to our home in Texas for our safety and communicated this. I offered to send a certified letter to break the contract and was provided a non-existent address. When I asked who owned the property, all communication ceased. Upon further investigation, I discovered through the county tax records that XXXX does not and has never owned this property. He presented himself as the owner and, in addition, per county tax records and real estate listings, this home is not a 3 bedroom as advertised, it is a 2 bedroom. I was told by the person he presented as his property manager, a XXXX XXXX, that she would attempt to get me a partial refund for the deposit I had paid. That never occurred. In XXXX, after 2 months of no communication, their company attempted to fraudulently charge my credit card for {$1000.00}. At this point, I felt that the entire situation was fraud and I attempted to dispute the original charges. I presented my evidence showing all of the above to Capital One and sadly, they told me this is a civil matter because I did not have a receipt of cancellation. I was not able to receive a receipt as the people named would not provide me with the correct contact information to send a letter to cancel the contract. I stongly disagree as I was presented with something that 1. Did not belong to these people 2. I was not allowed to cancel and receive a recepit of cancellation because they would not provide me with the correct address and name of owner and 3. The home advertised is not as presented ( 2 bedroom not a 3 bedroom ). I would like my money refunded. I spoke with the XXXX Police Department on XX/XX/2018 and they told me that this is a matter of fraud. They advised me to also report this information to the FBI fraud website as they have a broader jurisdiction. I can not believe that Capital One is treating me as a liar when I have been a victim of fraud.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-26

AR

Problem with fraud alerts or security freezes

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

Complaint: ONCE AGAIN CAPITAL ONE BANK AND XXXX HAS FAILED TO RE-INSERT MY ACCOUNTS BACK ONTO XXXX. THEREFORE NOTIFY ALL BUREAUS TO DELETE ALL MY ACCOUNTS AT ONCE OR BE SUED IN CLASS ACTION EFFORTS. XXXX HAS SUPPRESSED MY FILE SINCE XX/XX/2015 VIOLATING THE 15 U.S.C. SECTIONg and you are violating the credit furnishers laws. see attached.
Company Response: Closed with explanation

Timely Response

2018-11-26

Provo, UT

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-11-26

Philadelphia, PA

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
Complaint: I was shocked when reviewing my credit report and found late payments on the date below : 30 days late as of XX/XX/2017 30 days late as of XX/XX/2017 I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statements did not get to me.
Company Response: Closed with explanation

Timely Response

2018-11-26

Coral Springs, FL

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