CAPITAL ONE FINANCIAL CORPORATION

2018-11-09

Brooklyn, NY

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 I reviewed my credit report and found late payment on XXXX / XX/XX/2018, I am not sure how this happened, I believe I made my payments to you on time when I received my statements, My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2018-11-09

Federal Way, WA

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: They have been sending men out to our house at night to serve us papers. They act like a server and the ppwk is drawn up like federal superior court summons with my name verses the county and this company. When I call the courts there is no such thing in the system. They repeatedly come and knock on our door night after night. We have told them to not come back. We have told them we will call the police. They are using scare tactic and I consider it harassment not to mention its probably illegal. This has happened 5 times over the past 6-8 months.
Company Response: Closed with explanation

Timely Response

2018-11-09

Las Vegas, NV

Other features, terms, or problems

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

Other problem
Complaint: The following described trouble and phone calls occurred in XX/XX/XXXX and XX/XX/2018. I applied for and received in the mail a credit card from Capital One. I began using it and after approximately one month I had a sense I should have received a bill and I had not. I called the company to let them know I had not received one. I reached a representative in the XXXX. She seemed to speak serviceable English and I gave her my complete address. She seemed to indicate that she had made a correction, saying no suite number was included at all in the address they had in the system. At the conclusion of the call, I was under the impression the problem was solved. A week later, I noticed I still did not have a bill. I called back and asked to be transferred to the U.S. I let the rep know I still did not have a bill. She asked me for my address and I gave it to her. She said it was missing part of the suite number and she asked me for the code on the back of my card. I gave it to her. She said the address was wrong and she changed it. She said my bill was due and my minimum payment was {$40.00}. I agreed to send it. She gave me an address to mail it to. I called back the following week. Asking where my bill is. I went through the long process to get through, and spoke to a rep in the U.S. who said the bill had never been ordered. She also said they had not received my payment. I had forgotten to send it ( which is always the case when I don't have a bill! ) So I went home and immediately sent it AFTER I confirmed AGAIN my mailing address, which according to the representative was now in the system correctly. I told her to back out the late fee, since I never got the bill and the address is wrong. Now, my call got cut off because the cell phone service in my town is bad, but we had been speaking for a long time and she had my correct information, so there is no reason why the problem should not have been fixed. Today, XX/XX/XXXX, I finally received my bill and it's a miracle that I did. The address is STILL incomplete! They are missing part of the suite number after having been told it multiple times! My conclusion is that this is not an error, but a deliberate attempt to invalidate my terms. This evening, I called the company for a fourth time to correct it. It takes a long time to get through to a representative. Then you have to tell the XXXX rep to transfer you to the U.S. Then the U.S. girl wanted me to go through all of the security protocols and I told her I got my bill but the suite number is STILL incomplete. She wanted the code on the back of my card again. I refused. I have gone through all this mess and nonsense and they're saying they're putting through these changes and they aren't. The rep asked me if I wanted to speak to a manager. I didnt, but I said sure. I started off with the " supervisor '' explaining everything I have explained to you. My call started to cut out because of the bad reception, but it didn't drop. I heard her mute her side of the call and I kept repeating OVER AND OVER the suite number that they need to correct on my account Now, we had been talking for quite some time and I don't know what she thought was going to happen, but she asked me for the code on the back of my card again. I told her I wouldn't give it. I'm not going to dig out my card again. I have already verified it with the company multiple times. They aren't fixing it. She started up with that " our policy '' nonsense. And I told her I don't give a XXXX about her policy, or possibly with any strong swear word in there. I don't recall. Then she started with that " if you don't conduct this conversation in a manner '' blah blah blah. When I have been BEYOND patient with these crooks! So that set me off big-time. I started swearing, screaming, and going crazy on her. I said I was tired of BEGGING for an effing bill from this company. I am not taking this XXXX any more. And I dont know what all else, but I am not sorry for one word of it. They are on-purpose screwing with my credit and my account terms. Nothing they say will convince me otherwise. They obviously have no desire to fix the problem. They aren't solving fraud, they're causing it. They have my credit report, which has my address all over it. NO OTHER company, financial institution, credit industry organization, banking establishment, IRA, 401K, lending office, city, utility, or real estate solicitor has gotten my address wrong. Capital One is the first one. So I know the problem is not on my end.
Company Response: Closed with monetary relief

Timely Response

2018-11-09

Pinellas Park, FL

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

2018-11-09

Hidden Valley, NV

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-11-09

FL

Incorrect information on your report

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

Account status incorrect
Complaint: Capital one credit card i never got never applied and i told capital one and they told me they would send me a form but never did, i have tried several attemts to get resoved with them but its hurting my credit and chances to get better cretit
Company Response: Closed with explanation

Timely Response

2018-11-09

FL

Incorrect information on your report

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

Account status incorrect
Complaint: Capital one credit card i never got never applied and i told capital one and they told me they would send me a form but never did, i have tried several attemts to get resoved with them but its hurting my credit and chances to get better cretit
Company Response: Closed with explanation

Timely Response

2018-11-08

Fishers, IN

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

2018-11-08

Capitol Heights, MD

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-11-08

Salton City, CA

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: WE HAVE ASKED THIS COMPANY TO STOP CALLING BECAUSE WE ARE A BUSINESS THAT HAS NEVER DONE BUSINESS WITH THEM AND THE EMPLOYEE THEY ARE TRYING TO REACH HASNT WORKED FOR US IN THE PAST FIVE YEARS. BUT THEY CONTINUE TO CALL AT RANDOM TIMES OF THE DAY, EVERY SINGLE DAY.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

Phoenix, AZ

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-11-08

Weston, CT

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Complaint: OnXX/XX/ I opened an online IRA certificate of deposit ( 12 month with an APY 2.50 % ) for {$1.00} with Capital One bank and completed an IRA deposit form. I mailed my XXXX disbursement check from XXXX XXXX for {$240000.00} instructing Capital One bank to deposit this check into the new CD as indicated on the IRA form that was attached. On XX/XX/XXXX, Capital One received the check and to my dismay they deposited the funds in to a regular savings account at 1 % interest without my knowledge. Even though Capital One had all of my contact information they neglected to advise me of any problems. Also, I never even received any acknowledgment that they even processed my funds - I had to call them. On XX/XX/XXXX I contacted their call center and found out that a regular IRA savings was opened. Apparently, they could not add the check to the account that I had opened. I indicated that an adjustment of accrued interest was due and had to escalate the problem to a Manager - XXXX XXXX explaining that I should be compensated for the loss of interest ( 1 % vs 2.50 % ). Several days later, XXXX explained that they can only credit 8 days from XX/XX/XXXX when the funds became available ( {$79.00} )? I believe that I should have been compensated for the loss of interest from the day of deposit which was XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-11-08

Fishers, IN

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2018-11-08

Garrett Park, MD

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I had a financial problem and used my overdraft Capital One checking account. I just used less than XXXX dollars in small amounts of money but they charged me 24 overdraft fees, between XX/XX/XXXX and XX/XX/XXXX plus the money that I used each overdraft fee was XXXX dollars without discriminating the amount of the transaction, which seems to me to be very unfair and abusive. It doesn't make sense to surpass me by XXXX dollar and pay XXXX. When I got paid they took all my money causing all kind of issues, I couldn't pay my bills on time, etc. etc. I have found this out with an attorney and he tells me that these charges are completely illegitimate and abusive. All of my salary deposited on Friday, XX/XX/XXXX was taken by the bank due to overdrafts and disproportionate fees. I would appreciate it if you could help me with this, otherwise I will have no choice but to close my account. Which would give me a lot of regret because I never had problems with the bank in the three years I have this account.
Company Response: Closed with explanation

Timely Response

2018-11-08

Manhattan, NY

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

2018-11-08

Coral Gables, FL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2018-11-08

Fees or interest

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

Problem with fees
Complaint: Hi, I sent out the following email to Capital One ( XXXX and XXXX ) on XX/XX/XXXX : Hi, I contacted Capital One Credit Card Customer Service at around XXXX tonight about the returned payment [ of {$1000.00} ]. I told the representative that I closed my XXXX XXXX XXXX Savings account but maintained my XXXX XXXX XXXX Checking account. When I scheduled the payment nearly last month ( on XXXX XXXX ), I used my checking account. In fact, I made transfers between my Capital One 360 Checking account and XXXX XXXX XXXX Checking account on XX/XX/XXXX and XXXX, and the transactions were successful. I was informed on tonight 's call that I had to get a letter from XXXX XXXX XXXX and either mail it or fax it to XXXX. Capital One then would take 3-4 days to process it. Because this takes a long time, I asked if it was possible for me to make a transfer between my XXXX XXXX XXXX and Capital One checking accounts and to pay the credit card after the fund was available. I was told that it was, and so I made the transfer but was later told that the fund would be available on Tues., XX/XX/XXXX due to Monday, XX/XX/XXXX being a holiday. I proceeded with the latter option. I am really concerned that this issue just came up two days after my payment was due. I have never missed a payment since I became a Capital One cardholder in XXXX. This will undoubtedly reflect poorly on my credit history. I wish Capital One can do something to prevent this issue to impact my credit history, considering I have done my best to schedule the full payment nearly a month in advance and proceeded with the fastest solution to fix the return payment. Thank you for your time. Best, XXXX Because the email was not responded to, I called the customer service again and was refunded the following amounts on XX/XX/XXXX : {$15.00} ( past due fee ) and {$50.00} ( interest charge adjustment ). I reluctantly agreed to pay the remaining {$6.00} of the interest charge ( {$56.00} was originally charged on XX/XX/XXXX ) because they informed me that {$50.00} was the maximum amount that they can provide me at the time. After the successful transfer between my XXXX XXXX XXXX checking account and Capital One 360 checking account, I paid my outstanding balance of {$3600.00} ( instead of the amount past due of {$1000.00} ) on XX/XX/XXXX. Today, I found out that I have been charged with an additional interest charge of {$8.00}. My current balance is - ( minus ) {$23.00}. I called the customer service this evening and was told that they could not waive the fee. Since I already paid my card in full on XX/XX/XXXX and my balance is negative, I don't think it's right for Capital One to charge me an interest charge again. I was hoping that the CFPB could assist me with this issue and could ensure that Capital One does not take advantage of other people in this situation. The attachments that I'm including are as follow : 1. Scheduled Payment Email dated XXXX. 2. Returned Payment Email dated XXXX. 3. Balance Summary Email dated XXXX. 4. Balance Summary Email dated XXXX. 5. Snapshot of Interest Charge Fee as of today. 6. Snapshot of Checking 360 as of today. Thank you in advance for your time and assistance. Best, XXXX
Company Response: Closed with explanation

Timely Response

2018-11-08

Colo Spgs, CO

Managing an account

Checking or savings account: Savings account

Problem accessing account
Complaint: On XX/XX/18 someone used my social security number, DOB, and potentially other information to get a PIN for my Capital One 360 online savings account, where the person changed my password. Luckily, I noticed the password change notification and put a hold on my accounts. Based on the information the Capital One security team provided to me, the perpetrator was most likely my soon-to-be-ex wife, who has no legal right to that account or the funds in that account. Capital One claims that they have two factor authentication in place to prevent this type of attack from occurring. However, the perpetrator was able to use their own phone number for the second factor - a phone number that has never been registered with Capital One or associated with me in any way that I know about. Upon further discussions with the Capital One security team, I discovered that they will consult a 3rd party database to determine if a phone number is associated with an identity rather than the information provided by the customer. So, apparently the perpetrator has signed up for some other account or service somewhere using their phone number and my information. This was enough for Capital One to use that phone number as the second factor of authentication. Meaning, the attacker can use the first factor ( information about me ) to generate the second factor ( a trusted phone number ) at will. So, they do not use two factor authentication as claimed. There is no way to disable this 3rd party database check, so I have no way to protect my accounts going forward. It's already proven the person in question has all of my information ( which could happen in domestic cases like this, data breach cases, etc. ) and that is sufficient to bypass all of Capital One 's security ( which is what true 2 factor auth is intended to prevent ). Due to this, my account and funds have been on hold since that time. I have made repeated explanations to their security team how this is a major security hole as it effectively makes their two factor auth single factor auth. The reps I have spoken with claim that their superiors don't see this as an issue, and that I'd probably get more traction if I had actually let the perpetrator steal funds from my account rather than preventing the theft. So, effectively Capital One is stating that they do not have the ability and/or desire to protect its customers from fraud due to security holes in their system.
Company Response: Closed with explanation

Timely Response

2018-11-08

Scottsdale, AZ

Incorrect information on your report

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

Account information incorrect
Complaint: Regrading this account XXXX XXXX XXXX XXXX. I believe that I may had been 28 days in XX/XX/2018 but not 30 days late. In regards to XXXXXXXXCAPTIAL ONE XXXX. I believe that I may had been late 55 days in XX/XX/2018. Not 60 days late. Also to XXXX XXXX. I may have been 29 days late inXX/XX/2018 not 30 days late. The FCRA Law require everything on your credit report to be accurate, valid and complete. This late payment is incorrect and should not be reporting on my Credit Report.
Company Response: Closed with explanation

Timely Response

2018-11-08

Brazos Bend, TX

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with monetary relief

Timely Response

2018-11-08

Patterson, MD

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Complaint: Hi, from XX/XX/XXXX until XX/XX/XXXX I was XXXX. I have contacted you while XXXX to let you know that I should have absolutely nothing on my credit reports. My name is XXXX XXXX and my birth date is XX/XX/XXXX. I will like for someone to call me immediately so that I can clear everything off of my record. If anything is in my name it is a result of Identity theft. I can be reached at XXXX. As stated, I wrote, and talked to your company about this issue.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

Chula Vista, CA

Closing your account

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

Company closed your account
Complaint: Hi, I'm XXXX years old and I own a business so I realized I needed to get a credit card in order to start building my credit. I also work a 9-5 job as well. I was using my capital one secured credit card as normal and had put my account and routing number. Here 's where the problem occurred. When i mobile deposit my checks from work it gives me routing and account number. I thought that that was MY bank account numbers but it turns out it was my jobs bank account. Therefore, i put my works bank account as the payment method without knowing, put some monthly charges, hid my card, and didn't look at it for a while because i knew i had a recurring charge and was set up automatic payment. Everything was going smoothly and I was making my payments as normal. After about 3 months or so of having the card, I opened up the capital one app and realized my account was closed. I was extremely worried and confused because I know closed accounts are not good and this was very hard to get approved for. it turns out my works bank account managers saw these credit card payments and decided to return all the payments. Capital one obviously does not like this and closed my account for violating terms of service under " returned payments ''.
Company Response: Closed with explanation

Timely Response

2018-11-08

Odell, OR

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: They call me during working hours that I told them not to contact me and they repeatedly call every single day and multiple times a day.
Company Response: Closed with explanation

Timely Response

2018-11-08

Champaign, IL

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

2018-11-08

Palos Park, IL

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