CAPITAL ONE FINANCIAL CORPORATION

2019-09-24

PA

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: Saks Credit Card Company is consistently charging a late fee even though payments are made on time every month! Company intentionally adds charge then removes it, which has an affect on the balance of account, fees and interests charges.
Company Response: Closed with explanation

Timely Response

2019-09-24

Canton, WI

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

2019-09-24

Itasca, IL

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 live in the XXXX area. On XX/XX/19, I drove from the XXXX area to XXXX, PA. I used my Capital One card to pay for my hotel reservation, gas, meals and tolls along the way. On XX/XX/19, I departed XXXX to return to XXXX, once again using my Capital One card for hotel incidentals and tolls. Along the way, I pulled into an XXXX Turnpike service area to purchase a soda and fill my car with gas. My credit card was accepted by the vending machine for the diet XXXX, but when I pulled up to the pump, my card was declined. I received a text from Capital One saying that someone was trying to use my card at XXXX, and asking if it was me. I immediately responded to that text assuring them it was me. I received a response instructing me to try the card again now that I confirmed my identity. My card was declined. I called Capital One for assistance as I was very low on gas. A very unsympathetic representative kept going through lists of charges with me asking if they were mine ( they were all mine ). She said she cleared the hold on my account and my card would work fine now. I asked her to stay on the line while I tried it again and it was still declined. She said " well, sometimes once it is declined, the merchant just won't take it again, so you have to go to another gas station. I explained to her that I didn't think I had enough gas for that and I had 2 dogs in the car ( it was close to 90 degrees ) and it wouldn't be responsible for me to go back on the Turnpike and just hope that I made it to the next gas station. She said she couldn't do anything. The ATM was out of order, so I found another customer willing to help me buy enough gas to get to the next service area. I tried my card there and it still was being denied. I called Capital One and asked to speak with a supervisor. The fraud protection supervisor said he felt the phone attendant I spoke to initially did a really good job of helping me and didn't think he could do any more. I was yelling at him ( I am embarrassed to say ) that he had to have a way to get through to the merchant to approve my card because he sure was able to deny it in error. He then proceeded to tell me that it was MY fault that the merchant was denying my card because I ran it through twice. But I ran it through twice based on the instruction in their text message! I asked for his manager and he said " we have a manager here, but he doesn't take calls from customers. He said " you can end this call and call in again and ask for one of them but they are going to just tell you the same thing I am. '' I about exploded! The Turnpike systems in XXXX and XXXX only have one vendor for gas - there were no other options for me! I explained to him that all along this trip I have left electronic breadcrumbs for capital one in the form of gas purchases, meal purchases, toll charges and meal purchases. There should not have been a fraud alert in the first place! He said " I'll give that feedback to our fraud alert team ''. I was just flabbergasted that capital one would leave a customer stranded on the expressway with no way to buy gasoline when they were the ones who made the error that caused the whole thing. I told him that according to my card terms, if I were to make a late payment that I would have to pay them {$39.00}. I suggested that capital one, in turn, should have to pay the same amount to me for my stress. They don't have a mechanism ( they say ) to negate their error in denying charges with the vendor, and they don't have a mechanism to have anyone above a supervisor take a call handle a consumer emergency situation.
Company Response: Closed with monetary relief

Timely Response

2019-09-24

Killeen, TX

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

2019-09-24

Katy, 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
Company Response: Closed with explanation

Timely Response

2019-09-24

Carver, MA

Incorrect information on your report

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

Account status incorrect
Complaint: The account is reporting inaccurate information. It is reporting Chargeoff but there is a monthly payment reporting. Also, the date last active on all 3 bureaus are different. XXXX is reporting XX/XX/2018, XXXX XX/XX/2018 and XXXX XX/XX/2018. All 3 should report the same date if not it means the information is incorrect. Lastly, there should be no late payments reported once the account is closed and I see the payment history listed with repetitive CO marks which is a violation.
Company Response: Closed with explanation

Timely Response

2019-09-24

Driver, VA

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 non-monetary relief

Timely Response

2019-09-24

Lk Buena Vis, FL

Other features, terms, or problems

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

Other problem
Complaint: I filed a CFPB XXXX : XXXX | Capital One XXXX : XXXX. Capital One one is playing a game, they are still charging me for the fraudulent charges on my account. They also have left a number to call which I have called over 27 times now with no response. XXXX is the agent handling my case. I have been calling from ( XXXX ) XXXX and she never picks up the phone or responds to any of my messages. Capital One is refusing to help me with these fraudulent charges and their billing department calls me everyday to tell me to pay for these fraudulent charges! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - They also are claiming that I faxed in some documents that could not be verified. Due to this, my account is permantly restricted. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I never sent in any documents to them! I dont know what Capital One has going on but they need to cut the XXXX and unlock my account now.
Company Response: Closed with explanation

Timely Response

2019-09-24

Philadelphia, PA

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was paid
Complaint: XXXX XXXX XXXX claim I owe an old auto debt for which I called for a voluntary repossession to its original creditor who goes by the name of capital one auto. At that time I lost my job and couldnt pay for the car. Unbeknownst to XXXX XXXX XXXX, capital one auto has already made their money back through an auction. I know this to be true because capital one auto sent me the bill of sale. So if they got their money back, why would capital one auto get a third party to pay them extra money that they already received from the auction? According to my attorney, since the repossession happened roughy 15 years ago, under the statutes of limitations, XXXX XXXX XXXX are not legally able to sue me after 4 years after the repossession happened. Besides, even if they could sue me, I dont make enough money to pay them because I only make {$600.00} a month through my pension and Im struggling as it is to take care of my elderly mother.
Company Response: Closed with explanation

Timely Response

2019-09-24

Saint Paul, MN

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-09-24

Lk Buena Vis, FL

Other features, terms, or problems

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

Other problem
Complaint: I filed a CFPB Case : XXXX XXXX Capital One Case : XXXX. Capital One one is playing a game, they are still charging me for the fraudulent charges on my account. They also have left a number to call which I have called over 27 times now with no response. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX is the agent handling my case. I have been calling from ( XXXX ) XXXX and she never picks up the phone or responds to any of my messages. Capital One is refusing to help me with these fraudulent charges and their billing department calls me everyday to tell me to pay for these fraudulent charges!
Company Response: Closed with explanation

Timely Response

2019-09-24

Elyria, OH

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

2019-09-24

Columbia, SC

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response: Closed with explanation

Timely Response

2019-09-24

Liverpool, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX and capita one data breach caused the violations : XXXX XXXX XXXX XXXX md XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 6 different name on credit 3 different address
Company Response: Closed with non-monetary relief

Timely Response

2019-09-24

Ft Lauderdale, FL

Other features, terms, or problems

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

Other problem
Complaint: I filed a CFPB Case XXXX | Capital One Case : XXXX. Capital One one is playing a game, they are still charging me for the fraudulent charges on my account. They also have left a number to call which I have called over 27 times now with no response. XXXX-XXXX is the agent handling my case. I have been calling from ( XXXX ) XXXX and she never picks up the phone or responds to any of my messages. Capital One is refusing to help me with these fraudulent charges and their billing department calls me everyday to tell me to pay for these fraudulent charges!
Company Response: Closed with explanation

Timely Response

2019-09-24

Lewisville, TX

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
Company Response: Closed with explanation

Timely Response

2019-09-24

Lewisville, TX

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX of this year I received a letter from Capital One informing me that my Venture One credit card account was to be closed. The reason cited was lack of use of the card. Prior to this I had received no notification from Capital One that my lack of use of the card was a problem and that they were contemplating closing the account. The letter I got in XXXX said that my account was now 'suspended ', and effective immediately i would no longer be able to use that card in any way. It went on to advise me the card would be formally 'closed ' in XXXX. The miles/points i had accrued on the card were sizable. However, the primary way to redeem the miles/points was to use the card for travel related purchases and then the miles would be used to pay off those purchases. The problem is that as they had suspended that card without any notice i actually couldn't redeem the miles/points in the normal and most advantageous way. Capital One told me in the letter that I could redeem my points/miles via a secondary mechanism by trading them in for 'gift cards '. The problem with that is that the value of the points/miles is effectively halved by cashing them in this way vs. purchasing travel related items on the credit card. I have called Capital One numerous times asking them to un-suspend the card for a small period of time ( 24 hours ) so i can make travel related spend and redeem the points/miles for full value. Capital One absolutely refuse to do this. So, in essence they are taking away from me half the value of the points/miles i have earned through years of spending on their card. I need your help to get this resolved amiable and fairly.
Company Response: Closed with explanation

Timely Response

2019-09-24

MS

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: I keep getting credit card offers from capital one saying I am pretty approved by after they run my credit it say I ain't this has been going on for a while now
Company Response: Closed with explanation

Timely Response

2019-09-24

Skanawan, WI

Incorrect information on your report

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

Account information incorrect
Complaint: I owned my CapitalOne credit card since XX/XX/XXXX ( 100 % payments, never late ). In XX/XX/XXXX I have changed my name, which I have informed CapitalOne and they send me a new card with my new name ( not sure if it's relevant, but that was the last time when capital one stopped reporting on XXXX XXXX ). Problem : In XX/XX/XXXX I have been informed on XXXX that my credit score dropped 50 points ( just made my 100 % payment before the due date, no other changes were made to my accounts at that time ). When I studied closely my credit report on XXXX, I have found that CapitalOne payment was reported from XXXX, and also myXXXX XXXX card reported ( only on XXXX ) debt over my credit limit. However, my financial aid ( latest from summer XXXX ) was reported correctly and other XXXX XXXX was also recorded correctly. The XXXX website mentioned that thay have pulled the information from XXXX credit report company. I have immediately checked my XXXX account, where everything was correct. I have also pulled my credit reports from XXXX, XXXX and XXXX where everything was also correct. To sum up, everything was completely correct, beside XXXX XXXX report of my Capital One account ( not reporting from XX/XX/XXXX ), and the amount ( even over my credit limit ) of my XXXX XXXX which I haven't used for over a year. So, I have been advised to send a letter explaining this problem to CapitalOne, which I did. Nothing happened until XX/XX/XXXX, when I have try to use my credit card, which was declined. I immediately called Capital One. I have called them 3 times more to Capital One. They told me that my account was closed, so they can't tell me anything. I have even been promised by manager to call me about this problem. Later, I have received a letter that they find my claim FRAUDULENT (? ) and they will close my account. I have tried contact Capital One again after I have received the letter, and I have been told : " We have been advised to not to tell you anything ''. I understand that credit card companies can close an account without a reason, but I want to know WHAT WAS FRAUDULENT? As my credit score dropped 100 points, I want to know what actually happened?
Company Response: Closed with explanation

Timely Response

2019-09-24

Gallatin, TN

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

2019-09-24

Jupiter, FL

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

2019-09-24

Plymouth, FL

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: According to state revised code : The Capital One account in this complaint is a business account and should not be on my personal credit report. I'm requesting assistance with helping the credit bureaus resolve and remove the account in question within 30 days.
Company Response: Closed with explanation

Timely Response

2019-09-23

TX

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
Complaint: Someone open auto loan in my name without my permission to do so.I am a victim of identity theft, and did not make the charge [ s ].
Company Response: Closed with explanation

Timely Response

2019-09-23

Brentwood, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-23

Palm Desert, CA

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response