CAPITAL ONE FINANCIAL CORPORATION

2019-09-23

Houston, TX

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Closed with explanation

Timely Response

2019-09-23

30th Street Train Station, PA

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

2019-09-23

Atlanta, GA

Incorrect information on your report

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

Account information incorrect
Complaint: Capital One # XXXX is reporting a late in XX/XX/19. I was never late. What happened was that I had paid it online and did not realize that the payment had not gone through until they sent me a notice about it being late, the first thing I did was pay it. This is not my fault and I did not know about the payment not going through until it was too late.
Company Response: Closed with explanation

Timely Response

2019-09-23

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: received online offer on my phone fro XXXX XXXX XXXX XXXX on my phone and charged {$150.00}. never received any email, letter or ordered merchandise. Tried to contact store with number that provided by Capital One Visa Credit Card ( XXXX ) and people on other side did not have any idea about online purchase. Contacted Capital one Dispute Department ( XXXX ) who credited the account for the same amount. later on XX/XX/2019 received the letter that they need supporting document and due to lake of it charge had been restored. I kept calling and explaining there is no receipt no email or any merchandise and their representatives keep repeating themselves due to no supporting document they have to process the charge. I just send them a letter and asked to close my account and will not pay the fraudulent charge.
Company Response: Closed with explanation

Timely Response

2019-09-23

Atlanta, GA

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX # XXXX is reporting lates in XX/XX/XXXX and XX/XX/XXXX. I was never late. What happened was that I had paid them online and did not realize that the payment had not gone through until they sent me a notice about it being late after the two months had passed. The first thing I did was pay it. This is not my fault and I did not know about the payment not going through until it was too late.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-23

Tucson, AZ

Fees or interest

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

Unexpected increase in interest rate
Complaint: In XXXX of 2013, I was required to have two emergency medical procedures. The medical office offered me " XXXX XXXX XXXX '' which maintained no interest rate and five years to pay off the balance. At no point of time, the name of credit card was mentioned, disclosure paperwork was provided or any kind of application was provided. The total charged to the " XXXX XXXX XXXX '' was approximately {$13000.00}. I subsequently paid a total of {$32000.00} to the credit card only to call and find out that the credit card fraudulently charge my account an exuberant interest rate and still claimed to have a balance of approximately {$19000.00}. I allege the following : a ) The debt was acquired under false pretense and through fraudulent methods b ) No proper disclosures and information was provided at the time the debt was acquired c ) Subsequently, an unreasonable and exuberant interest rate was charged d ) The debt of {$13000.00} was paid off by electronic transfers in the amount of {$32000.00}
Company Response: Closed with explanation

Timely Response

2019-09-23

Atlanta, GA

Incorrect information on your report

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

Account information incorrect
Complaint: Capital One # XXXX is reporting a late in XX/XX/19. I was never late. What happened was that I had paid it online and did not realize that the payment had not gone through until they sent me a notice about it being late, the first thing I did was pay it. This is not my fault and I did not know about the payment not going through until it was too late.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-23

Bostonia, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-09-23

Flor, MO

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

2019-09-23

Grapevine, TX

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

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

Their investigation did not fix an error on your report
Complaint: Capital one has still not updated my credit card to reflect a XXXX BALANCE and still is charging interest. Furthermore, They have not send updates to the credit bureaus to reflect a XXXX BALANCE causing my credit score to be lower.
Company Response: Closed with explanation

Timely Response

2019-09-23

East Troy, WI

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-09-23

Spokane, WA

Closing your account

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

Company closed your account
Complaint: I received a letter from Capital One stating that they are closing my account due to inactivity. I feel this is wrong. It will negatively effect my credit report in XXXX ways. It will lower my credit utilization score and it will eliminate my good credit history. I dont think its right that they can hurt my credit score when Ive done nothing wrong. The credit card company is punishing me for not being in their debt. These guidelines need to be reviewed and changed so that people arent punished for a lack of debt.
Company Response: Closed with explanation

Timely Response

2019-09-23

IL

Incorrect information on your report

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

Information belongs to someone else
Complaint: I believe if you look at your records this is my 5th complaint with Capital One. The last one I submitted over 45 days ago and heard 1 time from Corporate Office on XX/XX/XXXX. XXXX who is supposed to be a Supervisor at the Capital One Corporate Office clearly stated that she would look into the fraudulent charges on my account and assured me that she would get back to me within 1 week. Well, here we are XX/XX/2019 and I am still yet to hear back from her or ANYONE from Corporate Office regarding this matter. Since XX/XX/XXXX, I have called 4 times and left 4 messages with her voicemail. In the meantime while she is supposed to dispute these charges and investigate them Capital One is still calling me harassing me about payments. They have negatively marked my credit report and my credit score dropped 81 points AGAIN. They call at least 8 times a day and even on Sunday 's. I have all the calls documented. It's so frustrating that they continue to lie and ruin consumers financial well beings. This has put an extreme amount of stress on my health and I will continue to gather information regarding these issues, as well as all of my health records regarding this matter and as of last week I started recording all my calls to the Corporate Office as proof that they NEVER answer the phone. I have phone records highlighting the ONE time that I heard from Corporate. It is BEYOND RIDICULOUS that they are able to get away with this to consumers. This needs to be addressed by someone at their highest office who ACTUALLY knows what they are doing. They should be embarrassed of themselves and the treatment that they give their consumers.
Company Response: Closed with explanation

Timely Response

2019-09-23

Gilbert, AZ

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-09-23

Tarpon Spgs, FL

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with non-monetary relief

Timely Response

2019-09-23

Phoenix, AZ

Problem when making payments

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

Problem during payment process
Complaint: Today, XX/XX/XXXX, I logged on today to pay my Capitol One credit card. They said they needed proof that it me logging and said they had to send me a code to one of the two numbers they have on file. Both of these were numbers i canceled at least 10 years ago. I am sure they have my current number already, as I have had this credit card since XXXX. I tried to add my new phone number and the system said it couldn't accept it as mine because it failed a verification. Then they told me to take of photo my my driver 's license and send it to them. I thought this was odd and declined. Then they asked me a bunch personal questions to verify my current phone number and this was successful. Then I requested the code to my current phone and I didn't receive it. I requested it again and again and didn't receive it. Then they said they would a send me a temporary password and I never got that either. After 45 minutes, I gave up and hung up to punch the wall and scream. When I called Capitol One again, they didn't accept the last four numbers of my credit card even though I was reading it directly from the card, they said it was not my card. I was transferred a total of 7 times to various departments. One person told me a customer service agent had typed my phone number into the system incorrectly and that it why was I was not receiving texts. He went through the verification process with me again and corrected the error, putting my correct number in the system. Another code was sent to my phone and I still didn't receive it. The technician asked me what phone carrier I had. I said XXXX XXXX. He gasped and said XXXX XXXX does not allow texts from Capitol One through to their customers. He said there should have been an option to have a code texted to me by email but there was not. He said he could not assist further. I am unable to pay my bill. Total time attempting to pay bill 2 hours 25 minutes. Yes I did verify if it really was the authentic Capitol One I was calling. My name is XXXX XXXX. last four of the VISA are XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-09-23

Euclid, OH

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: At the beginning of 2019, I called Capital One and had my payment Date changed from the XX/XX/XXXX of every Month to the XX/XX/XXXX of every Month. This is inline with my pay dates as well as budget constraints. On the XX/XX/XXXX, I called Capital One to make my XX/XX/XXXX payment. I was advised by recording I owed {$60.00} due XX/XX/XXXX. This is 1. not my payment date and 2.exceeds the minimum monthly payment. I than spoke to a frontline agent who kept advising she could do nothing and read a statement in regards to payment dates. I than escalated the call and spoke to the " Supervisor '' who stated " some '' cards had their payment dates changed. She also advised it would take multiple cycles to change my payment date back to the XX/XX/XXXX and that the XX/XX/XXXX would be my payment date going forward. This in essence puts me back to where I started Months ago. I will have multiple late fees on the account due to not being able to hit the 1st. payment Date and as such will not be able to change the payment Date. I would also like to know why my card was singled out from the rest to have the payments changed? Are the other people who did not have their Dates changed going to have late fees assessed as I am going to? I feel like this was a deceptive act to appease me by amending it originally, than moving it right back knowing I initially moved it for a reason.
Company Response: Closed with monetary relief

Timely Response

2019-09-23

Charles A Hayes, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-09-22

Lewisville, 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
Complaint: Inquiry date- XX/XX/XXXX Capital One auto finance P.O. Box XXXX XXXX, tx XXXX RE : Unauthorized Credit Inquiry Dear Capital one, I have recently reviewed a copy of my credit report. I am concerned because there was an inquiry by your company that I do NOT recall authorizing. It is my understanding that you can only make an inquiry to see my credit report if I authorize it. I would like for you to remove this unauthorized inquiry for it is negatively affecting my credit score. Please send me confirmation that this has been done. Otherwise, in the unlikely event that I am remiss then please send me documentation showing me so, and I will review it for its authenticity. Respectfully, - Inquiry date- XX/XX/XXXX XXXX card PO Box XXXX XXXX , de XXXX RE : Unauthorized Credit Inquiry Dear XXXX XXXX, I have recently reviewed a copy of my credit report. I am concerned because there was an inquiry by your company that I do NOT recall authorizing. It is my understanding that you can only make an inquiry to see my credit report if I authorize it. I would like for you to remove this unauthorized inquiry for it is negatively affecting my credit score. Please send me confirmation that this has been done. Otherwise, in the unlikely event that I am remiss then please send me documentation showing me so, and I will review it for its authenticity. Respectfully, Inquiry date- XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX , tx XXXX XXXX : Unauthorized Credit Inquiry Dear XXXX XXXX, I have recently reviewed a copy of my credit report. I am concerned because there was an inquiry by your company that I do NOT recall authorizing. It is my understanding that you can only make an inquiry to see my credit report if I authorize it. I would like for you to remove this unauthorized inquiry for it is negatively affecting my credit score. Please send me confirmation that this has been done. Otherwise, in the unlikely event that I am remiss then please send me documentation showing me so, and I will review it for its authenticity. Respectfully,
Company Response: Closed with explanation

Timely Response

2019-09-22

San Gabriel, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: Beginning XX/XX/XXXX, a list of unauthorized transactions totaling {$9000.00} were charged and posted onto my statements without my consent nor my notification. When I called and addressed this alarming situation to Capital One, the representative apologized for the inconvenience and assured me I have nothing to worry about as Capital One stands firm for their {$0.00} Fraud Liability and that the transactions would be credited, without any doubt whatsoever, as the merchant also agreed to the fraudulent compromise leading to the closure of my account, on their behalf, for my security. I forwarded this important piece of documentation to Capital One, confirming the merchant 's acknowledgment. I wanted to be rest assured so I insisted by asking the representative once more, as a guarantee, that these charges would for sure be reversed with my account restored correctly and the representative once more confirmed to me, without a single doubt, that they would as their records show no identity confirmation was authenticated online by the unknown entity when the transactions had posted. The representative also informed me to keep a close eye out for each of my future transactions as that my account may have been compromised in the XX/XX/XXXX cyber incident where over XXXX XXXX credit card holders were affected in this breach. This alarmed me further but my account was credited on XX/XX/XXXX for the amount of {$9000.00} after a thorough review and confirmation that the transactions were indeed fraudulent. Fast forward to XX/XX/XXXX and I noticed that not only did the fraudulent transactions totaling {$9000.00} get re-posted onto my account, but that my Capital One account got closed due to a breach in terms having to do with my payments " bouncing '', which was absolutely false and never occurred in all my thorough research, and surpassing the given credit limit which was also false and incorrect because when the fraudulent transactions were credited, I was able to then make my authorized charges. After my authorized charges successfully posted, which occurred before XX/XX/XXXX, Capital One then re-posted the fraudulent transactions, after they had already confirmed, with a guarantee, that an unknown entity had compromised my card details online, on XX/XX/XXXX which was on top of my authorized transactions, therefore, surpassing my given {$10000.00} credit limit and giving the notion that my payments were " bouncing '' which was never supposed to happen in the first place as the unauthorized transactions were confirmed fraudulent already when the account was adjusted a month later from my initial call. This unforeseen occurrence gave Capital One the justification that I breached their terms, being incorrect and invalid, which then justified their decision of closing my account. One disappointment leading to another, especially with the alarming possibility that my account may have been apart of the cyber breach, has left me frustrated and quite alarmed with constant anxiety about my security. I would never expect such a mistake on Capital One 's behalf as they were my most favorite credit card to work with and not a single doubt went through my mind about my security with them as my public profile picture is uploaded, to this date, onto my account.
Company Response: Closed with explanation

Timely Response

2019-09-22

Juniper Hills, CA

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

2019-09-22

Tampa, FL

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
Complaint: Me and my husband have a Capital One card that is not showing on my XXXX account, and I also have a XXXX XXXX card not showing on my XXXX account.
Company Response: Closed with explanation

Timely Response

2019-09-22

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 non-monetary relief

Timely Response

2019-09-22

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

2019-09-21

Gilroy, 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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response