CAPITAL ONE FINANCIAL CORPORATION

2018-11-16

Iron Springs, AZ

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Closed with explanation

Timely Response

2018-11-16

Baton Rouge, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-11-16

Fort Worth, 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: Capital One Case Number XXXX On XXXX, Capital One sent out a letter telling me that all of the charges on my account from XX/XX/XXXX through XX/XX/XXXX were marked as fraud. I received that letter on XX/XX/XXXX and was totally confused. This was all a mistake by Capital One and/or a glitch in the system when everything transfered from former XXXX 's accounts to Capital One accounts. None of these charges were fraud. I repeat, this was a mistake by Capital One and this has been confirmed to me on multiple occasions. And I never saw any credits on my account for any of these charges, so I had no clue this had happened. Two days later, on XX/XX/XXXX, I started receiving phone calls from merchants informing me that my payment for that period between XX/XX/XXXX and XX/XX/XXXX had not been received. In the subsequent days, my water got shut off, my XXXX, internet, alarm, and gym account all got canceled or suspended, my XXXX account was locked for 6 days, and my electric bill got bounced back ( plus a {$25.00} late fee ). I had to pay all of these bills again. I already paid them the first time on my Capital One statement ( previously XXXX 's Visa ). Now I had to pay them again. When I called and tried to sort this out, someone started moving money on my account to try to give me some of the credits. That was on XX/XX/XXXX. Only about half the credits went through. On XX/XX/XXXX someone else tried to put the credits and rebills on the account and only made it worse. Between the wrong charges on my Capital One card and the payments I had to make on another entirely different credit card to get my bills paid and my household services resumed, I am currently out about {$1800.00}. Most of this is only on paper, but about {$620.00} of it is on the other credit card where I repaid my bills. That statement is coming due. If Capital One doesn't have my issues resolved by the time I need to make that payment, that is {$620.00} out of my pocket that I should not even be paying. But again, total, between this card and the other one I had to repay bills on, it's about {$1800.00} worth of mistakes. I created a spreadsheet with all 87 line items, color coded, with every payment or credit made and totals to show where each line matches the original charge or doesn't. I also created 55 pages of pdf backup showing my bills that I paid twice to prove that Capital One charged me the first time, I paid that statement in XXXX, Capital One never credited me, yet the money was never received by the biller and I had to pay it again on either the Capital One card or my other card. I have been working the Fraud Department on this for 4 weeks. Nothing has changed. The Manager I previously worked with, XXXX, got nothing done for 2 weeks. She was useless. Apparently she got a promotion to a different department, I can't imagine why, which is when I started working with XXXX. XXXX, ID XXXX, is awesome. She spent all day with me last Tuesday and went through my spreadsheet line by line and validated all of my work and came up with the same numbers that I did. However, for some unknown to me reason, she said she was told she is not allowed to give me my credits. She was forced by her leadership to send all of this to their " back office '' for them to apply the credits. So now, I have done all the work, XXXX has done all the work, and someone else has to do all the work all over again? WHY. I reiterate : between what Capital one is telling me I owe on their card and what they owe me back that I paid on my other credit card, I am out about {$1800.00}. I have spent an inordinate amount of time on this. 17 hours on the phone ( I can sing the Capital One hold music on cue, just ask me! ) and 10 hours doing spreadsheets and payment backups. I have shed tears and lost sleep and utterly lost my peace of mind over this. I am at the end of my rope. They keep telling me to be patient, but I am done. I am now researching other options : lawyer, consumer protection, local news coverage. Whatever I can do.
Company Response: Closed with monetary relief

Timely Response

2018-11-16

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2018-11-16

Falmouth Foreside, ME

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Capital One promotes a credit for Venture credit card customers whereby a purchase of XXXX XXXX or XXXX XXXX will be credited back to the account to fully offset the amount spent. This was promoted to me as a Venture One cardholder despite ( as I discovered months later when the credit never posted to my account ) that type of account being excluded from the promotion. The names are practically synonymous and there was no clear indication that Venture One accounts were excluded from the promotion. I attempted to resolve this directly via Capital One 's customer service, which is when I learned that the promotion directed at me was not, in fact, applicable to my type of account. I received several conflicting responses, was disconnected and had to start over with a new representative who gave a conflicting set of facts. No one at Capital One provided an explanation as to why the promotion was directed at me when my type of credit card was no eligible and no one offered to fix the problem by crediting my account.
Company Response: Closed with explanation

Timely Response

2018-11-16

Boston, MA

Fees or interest

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

Charged too much interest
Complaint: On XX/XX/2018 I noticed on my Capitol One bill an interest charge of almost XXXX dollars. I pay my bill in full each month ( and have for years ). I called them and they explained ( very poorly ) that they would remove the charge but that it was the interest on recent purchases ( i.e. next months bill ) in effect the grace period had magically disappeared and my rate was now over 22 percent ( it was 11.99 APR when I first signed up years ago ). My recent bill they did the same thing ( added over XXXX dollars in interest rate charges ).
Company Response: Closed with monetary relief

Timely Response

2018-11-16

Tampa, 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 non-monetary relief

Timely Response

2018-11-16

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Closed with monetary relief

Timely Response

2018-11-16

Grover Beach, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX XXXXXXXX Robo-Caller used by XXXX XXXX XX/XX/2018 XXXX XXXX These are the ones that I didn't delete. They call several times per week with no one on the other end most of the time and no message. Prior to this, they have called members of my family and they have also threatened that they were sending a process server with the authorities. They use bullying and harassment tactics. The give personal information to family members that are not authorized to have it. They are breaking the law. XXXX XXXX has been hounding and threatening me constantly for years. They need to be stopped and I want the old debts that they are chasing off of my credit report.
Company Response: Closed with explanation

Timely Response

2018-11-16

Arco, CA

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
Complaint: I have multiple hard inquiries on my credit report starting in the year XX/XX/2017 that I have no knowledge of. I see that these hard inquiries are affecting my credit score i would someone to help me investigate and remove these inquiries off my report.
Company Response: Closed with explanation

Timely Response

2018-11-16

Sandy Hook, CT

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

2018-11-16

Gilmore, MO

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with non-monetary relief

Timely Response

2018-11-16

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

2018-11-16

Sm, KS

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 explanation

Timely Response

2018-11-16

Springfield, IL

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Sued you without properly notifying you of lawsuit
Complaint: This is regarding old credit card debt with Capital One. It was initially sent to a law firm that I set up monthly payments with and had been faithfully making them for quite a while, and then they suddenly stopped. A month or two later, I receive an introduction letter from XXXX XXXX XXXX our of XXXX, Illinois saying they were taking over the debt. I dont recall anything in the letter stating I needed to contact them or something bad would happen. I assumed they would contact me with what they wanted me to do because thats their job as debt collectors. This was months ago, possibly as far back as XX/XX/2018. I didnt hear anything else from them until my bank account was frozen yesterday, XX/XX/2018. When I called the law firm, someone there stated they only did it because they tried to garnish my wages but I didnt work there. She named a company Ive never even heard of, let alone worked at. At the time XXXX XXXX XXXX reportedly tried to garnish my wages in XXXX, I had had the same job for over two years. I file taxes. I get direct deposit. How could they not find my actual job? I received no communication that the wage garnishment was unsuccessful and they needed job information from me. I have not moved. I have not changed my phone number. The only thing the woman kept telling me was that it was my fault that I didnt respond to the letter from XXXX. I feel like this frozen bank account could have been avoided and now I dont know how Im going to pay my bills the rest of the month. I dont really have family to ask for help so this is really terrifying. Furthermore, wage garnishment would not have been necessary because I would have wanted to set up a similar payment plan as to what I had before and assumed I would have again. But they did not contact me and took the most drastic action without even informing me ahead of time.
Company Response: Closed with explanation

Timely Response

2018-11-16

Grover Hill, OH

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Problem with customer service
Company Response: Closed with monetary relief

Timely Response

2018-11-16

Brooklyn, NY

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: My Name is XXXX XXXX Capital One Quicksilver credit card costumer account # XXXX XXXX. On XX/XX/2018 I open on the line an credit card account with an promotion bonus of {$150.00} Bonus Earn a one-time {$150.00} cash bonus once you spend {$500.00} on purchases within 3 months from account opening. I was qualified and in the three weeks I received the card which I activated. I spend it more than {$500.00} on purchases within 3 months from account opening and waiting the bonus to be posted on my account but that never came. I call customer services to see why those bonus never posted on my account. And customer service stated that you really apply it for this card but we decided to give you a card named Capital One QuicksilverOne which doesnt gave you the promotion bonus of {$150.00} Bonus Earn a one-time {$150.00} cash bonus once you spend {$500.00} on purchases within 3 months from account opening but only 1.50 % cash earning. I think that Capital One Quicksilver credit higher management, purposely posted false advertisement by confusing customers and do not keep their promises or advertisement and cheating customers. Shame on those banks that do anything to make profit by posting false advertisement. Due to this situation I closed my account but Im looking for reimbursement. This card now is linked to another card number # XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-16

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
Complaint: To whom it May Concern : I have reached out to my credit card company ( Capital One ) to resolve an incorrect reporting to the credit reporting agencies. In XXXX, XXXX, and XXXX of 2017, there are 30 day late payments reported. I have submitted proof that the minimum payment amounts were drafted out of my bank account and credited to my account at Capital One, but they didn't respond to the Credit Reporting Agency ( XXXX XXXX ) and the dispute was completed without a change. I have also reached out to Capital One, mailed my proof and never heard a response. I feel frustrated and need your help
Company Response: Closed with explanation

Timely Response

2018-11-16

Chicago, IL

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

2018-11-15

FL

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
Complaint: I contacted them about numerous hard inquiries that was been reported on my credit reports ( XXXX, XXXX, XXXX ) from where company pull my credit report without my writing consent and ask for validation of the account or information that they attain to get my credit report.
Company Response: Closed with explanation

Timely Response

2018-11-15

Dayton, OH

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

2018-11-15

Brentwood, PA

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-11-15

Billerica, MA

Other features, terms, or problems

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

Other problem
Complaint: Capital One issued a check for {$2500.00} to me for a credit balance owed to me. The check was dated XX/XX/XXXX. After not receiving the check, I called Capital One on XX/XX/XXXX, they told me it take 2 - 3 weeks to be received. On XX/XX/XXXX I called again after not receiving the check ; they informed me at that point the check had been cashed. I immediately reported to Capital One that the item was NOT cashed by me & reported the item as being fraudulently cashed ( stolen ). Capital One provided me with a copy of the cashed item, clearly signed by someone else. Since the I reported this item as being fraudulently cashed / stolen ; I have not received a replacement and I am out the {$2500.00}. I have called Capital One many times only to be told they are researching the issue and no one can give me any further information. The research turn around time is " unknown '' and no one can provide any answers or timeline, nor can they provide what research is being performed. I have spoken with endless representatives and I've captured some of the ID 's XXXX XXXX XXXX - said it was under investigation & I would get a call as soon as there was more information XX/XX/XXXX XXXX XXXX - could not provide any updates or answers XX/XX/XXXX XXXX ( didn't obtain ID ) said she was going to research & call me back by XXXX, no call back received. XX/XX/XXXX XXXX ID XXXX - couldn't provide any update, said it was under investigation & there was no one that could provide any additional information or detail. Refused to transfer me to the department handling the investigation. Said the person handling the investigation ID # is XXXX but they aren't available to give her an update & they will mail me a letter with investigation outcome & there is no turn around time for when I'll receive that letter. Refused to transfer me to anyone else, any other manager or her manager but did give her managers ID : XXXX Unable to obtain any updates aside from " it's being researched '' and I've been receiving that reply for 30 days now with no additional detail or turn around time. On XX/XX/XXXX I filed a police report and have a copy of the report. Capital One has NOT asked for a police report, nor asked me to file one. Capital One has not asked me for any information to assist them in researching this fraud / stolen check item. I am out {$2500.00} and I can not get any answers, them item was stolen and fraudulently cashed and did not benefit me in any way. No one at Capital One can tell me the protocol for this issue and what the steps are that I can expect. No written statement or any requests to verify my signature have been requested by Capital One. I will complete any requested information and provide full cooperation to assist Capital One in researching this fraud.
Company Response: Closed with explanation

Timely Response

2018-11-15

Carricitos, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-15

Saint Clair, MO

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: This account has been disputed on several occasions since early XXXX. XXXX, XXXX and XX/XX/XXXX this Capital One Account has been disputed with XXXX. The account comes back verified, but I am not provided any information as to how the account t has been verified. I have reached out to the company Capital One in several occasions with no success on any resolution. XX/XX/XXXX the capital one account was challenged through XXXX to provide verification. They opened the account, when the account has been closed since XX/XX/XXXX and then closed the account.
Company Response: Closed with non-monetary relief

Timely Response