CAPITAL ONE FINANCIAL CORPORATION

2019-09-21

Newark, 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

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

Timely Response

2019-09-21

MI

Trouble using your card

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

Can't use card to make purchases
Complaint: CC card was approved on XX/XX/XXXX. Received the card on XX/XX/XXXX or XXXX. Registered my online account and activated the card per the instructions ( capitalone.com/activate ). Put the card in my wallet for use. XX/XX/XXXX, about XXXX, attempted to use the card at my pharmacy. Denied. Called Captial One when I got home. They asked for the last 4 of my SSN, my birthdate, and if I recall, my address. They would not tell my why my card was denied and insisted for " security purposes '' that I take a picture of my drivers license with my phone and send it to them. And I could NOT blank out any of my DL #. NOTE : I have NEVER had a financial institution ask me for this for a credit card before nor AFTER approval which this is. Having had my identity stolen by leaks at companies, I was not giving them the entire keys to my identity. I tried to go online and they locked me out of access online. I called again and he offered to send my cell phone a text message to verify it is me. Much better. I have this with my XXXX XXXX, banks, several companies. They also include option to send it to my registered email. Capital One could not get it to text me. So he told me the only option was to send my DL. I requested to close my account and they said they have to talk to fraud. I called them and they refused to close the account. They wanted some info on my issue and I outlined the info above which I provided and said this is a form of fraud and I'm filing a complaint. He then wants to argue and tell me it's not and my claim is my opinion. I call back and get the same message as above. I told them I talked to fraud and they wouldn't do anything. He said it is the only way to get it done. I ended up in Security who of course wants all this detail yet again. He tries to talk about " security. '' CapitalOne doesn't know about security. Me NOT providing all the keys to my identity like giving my full DL with number displayed secures " ME ''. I finally get movement toward closure ( of an account that I can't use btw ). Interesting that they said they will close the account after verifying me ( asks for last 4 of SSN, DoB, ... ). So, did you catch that? He verified me so now he can close the account but can't fix the account. XXXX?!! He reads a long script that does not apply to me since I was never effectively a customer. I told him I don't want him to just close the account, I want my information 'deleted ' from their systems and confirmation it is done sent to me. He said he would do that. When he later tells me the account is closed and I will get notice in 7-10 days, I stopped him and said, " no, no, no, I want my information deleted. '' He came back and said they are required to keep my information for credit reporting. I asked for them to cite where that is a legal requirement. They could not. I went so far as to tell them delete my SSN and DoB. Keep my address so you can send me the letter of deletion. But they better not send me marketing or anything else not related to deleting my information.
Company Response: Closed with explanation

Timely Response

2019-09-21

Oxford, GA

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

River Forest, IL

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: My car began overheating so I had it towed to a mechanic that was recommended by a oil change company which happened to be fairly close to where my car began overheating. After a number of days of inspecting and diagnosing the problem I was contacted and told that there was a leak in the water distribution assembly and needed to have the gaskets replaced. The repair would be roughly {$600.00}. I agreed to have the repairs completed ; I received a call a few days later and was told the repairs were made however, there was a piece of the radiator that broke off and now the radiator needed to be replaced. They expressed that they only use genuine XXXX parts and the total cost of the original repair and the additional repair was roughly {$1500.00}. In addition, I was charged for repairs on the invoice that were clearly listed on the same invoice as deferred services. Once I picked up the car, I noticed that the check engine lights came on again and took the car back to the mechanic. They said the codes were the same from the original repair and must not have been cleared, so they cleared them and sent me on my way. A few days later, the check engine light came on again. I called the mechanic and was told that it would be 3-4 days before they would be able to look at the car again, fear of the car overheating again, I took the car to XXXX, the manufacturer. I requested a complete inspection and diagnostics, and was told that the radiator needed to be replaced and that its impossible for a genuine XXXX radiator to bust at the seams and leak antifreeze in less than year of usage, certainly not within 1 month. I paid for the repairs through XXXX and disputed the transaction from the previous mechanic because they did not perform the service as requested and agreed upon as well as charging for additional services that were declined. Upon disputing the transaction, the dispute was first declined without requesting any information whatsoever from me, the customer of Capital One and the person filing the dispute. Within that same document denying my dispute, Capital One said if I wanted to continue this dispute I should send a signed and dated letter along with documentation proving that the work was not completed as agreed. I addressed and provided details, video from the XXXX technician showing the radiator which was replaced by the first mechanic, leaking antifreeze at multiple points on the seams of the radiator. The new radiator which was described by the first mechanic as a genuine XXXX part, is leaking within 30 days of installation. The XXXX mechanic also concluded that this could not be a genuine XXXX radiator that was installed. I also provided the inspection report from XXXX stating that the radiator needed to be replaced, invoice of the radiator replacement, completed by XXXX and paid by me ; a timeline and additional notes of what occurred. The invoice/inspection document from XXXX, is clearly provided on a XXXX inspection document. These documents also have the company 's pre-printed letterhead listing the name and address of XXXX. Also, based on the document provided by Capitalone, It was to conduct an investigation and to allow 10 days for the investigation to be completed. Capital One noted that they received my documentation On XX/XX/2019, and the document it provided telling me my dispute was closed, was also dated for XX/XX/2019. Highly unlikely that any investigation was conducted. Especially since certain information proving breach of contract is listed on the second page of the agreement ; the merchant also did not provide all pages of the contract, nor did I receive it. Furthermore, Capital one is supposed to be submitting this dispute to Mastercard on my behalf ; however it doesn't appear that they are or want to. Nor are they concerned about protecting its senior customers from unethical merchants making charging its customers for work not completed and parts not provided and using the Mastercard as a vehicle to do so.
Company Response: Closed with monetary relief

Timely Response

2019-09-21

OH

Incorrect information on your report

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

Information belongs to someone else
Complaint: My name is XXXX XXXX XXXX my SS is XXXX address XXXX XXXX XXXX XXXX OH XXXX. My 2 CAPTIAL ONE accounts were closed without any remedy or resolve and it cut off my life line in my business. I had a few of my employees and co-workers on my account as AUTHORIZED USERS, I originally asked to have all of them remove before my account was placed on permeate restriction status without remedy or resolve. My account is my financial responsibility and not the authorized users have zero responsibility Capital One is currently reporting negative information on all the previous Authorized users credit reports please delete/remove the following AU : XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX ... XXXX AUTHORIZED USER XXXX XXXX AUTHORIZED USER XXXXXXXX XXXX XXXX XXXX ... XXXX AUTHORIZED USER
Company Response: Closed with non-monetary relief

Timely Response

2019-09-21

Lathrup Village, MI

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

2019-09-21

Chicago, IL

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Complaint: Hello, On XX/XX/2019, I made two separate in-store payments, from my personal XXXX Checking account, to the merchant Helzberg Diamonds that was to apply to my Helzberg Diamond Capital One issued credit card : Payment 1 ) In the amount of {$150.00} XXXX # XXXX Trace ID : XXXX as shown on receipt Helzberg Diamonds Provided Payment 2 ) In the amount of {$100.00} XXXX # XXXX Trace ID : XXXX as shown on receipt Helzberg Diamonds Provided Both payments successfully posed to my XXXX checking account. My XXXX XXXX and statements can show verification of this. Payment ( 1 ) for {$150.00} XXXX # XXXX successfully posted to my XXXX Checking account and towards my Helzberg Diamonds Capital One account. Payment ( 2 ) for {$100.00} XXXX # XXXX also successfully posted to my XXXX Checking account, however DID NOT post to my Helzberg Diamond Capital One account. I have tried to resolve this situation by numerous in-store visits, then phone calls and emails to both Helzberg Diamonds Capital One account with no resolution. There response has been, " Sales Audit can't find the transaction. Take it up with your bank ''. I have tried to resolve the issue with my XXXX XXXX. XXXX XXXX can not intervene because the charge for {$100.00} to be drafted from my account, the ACH was indeed truthful, however the issue is that Helzberg Diamonds Capital One NEVER posted the payment as they were supposed to towards my credit card account. I would like for the Consumer Financial Protection Bureau to get involved, because my bank can not assist me and the merchant Helzberg Diamond Capital One refuses to do anything for me and their customer service skills in the process has been subpar of incompetence. My bank if needed can indeed verify that the transaction has posted directly and/or with true and finalized bank statements, and I can also provide the Helzberg Diamond Capital One statements to show that the payment was never properly posted to may account.
Company Response: Closed with monetary relief

Timely Response

2019-09-21

San Gabriel, CA

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2019 I called Capital One ( GM Credit Card ) to inquire about a billing statement but my call was shifted to the fraud section instead because of suspected fraudulent activity. I provided all required info ( DOB, phone number, and last four digits of my SSN ) as in numerous prior occasions when contacting Capital One, but their representatives would not provide me with any information because I could not provide the SSN of the primary card holder. I indicated that the primary holder was in another city, that she was XXXX years old, spoke limited English, was ill, and I was an authorized user of the card with my own separate card number. I was very concerned regarding their belief that there was a possibility of fraudulent use and inquired what steps they were taking to address it, but since I wasn't the primary holder they refused to give me any information. When I pressed her on their policy regarding fraudulent use, it was apparent she was ignorant of the policy and suggested the primary holder notify Capital One. I asked to speak with her superior, but she indicated her superior did not and would not respond to customer inquiries.Why does Capital One suspect fraud, and what steps are they taking to address it and protect the cardholder ( s )?
Company Response: Closed with non-monetary relief

Timely Response

2019-09-20

TX

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: OnXX/XX/XXXXIwired{$140000.00}toXXXXXXXXXXXX.Ihadthewrongaccountnumberonthewire.MybankshastriedtorecallthewirethroughthewiresystemnumeroustimesandXXXXXXXXhasrefusedtoallowtherecallandreturnthefundssoIcanwirethemoneytothecorrectaccount.ThewirewassupposedtogotoMs.XXXXaccountingendinginXXXXXXXXXX.WeleftoffthefirstthreenumbersandsentittoXXXXXXX.InspiteofthenamenotmatchingtheaccountnumberandtheproblembeingobviousXXXXXXXXhashadthemoneyfor3weeksandstillhasnotreturnedit. Thisislotofmoney.Canyoupleasehelpmeandinvestigatethis.Howmanyotherpeopledoesthishappento?IhavetriedtocontactthebankeverydayandtheonlypersonIhaveeverspokentoisXXXXXXXXat(XXXX)XXXXext.XXXX.Afterintitiallyspeakingtomeshehasnotreturnedmultiplecallsforthelastthreedays.IhavealsoemailedtheheadoftreasurymanagementXXXXXXXXatXXXX.Ineverreceivedaresponse. Pleaseinvestigatesootherpeopledon'thavetogothroughthis.Theyknowwherethemoneyisandtheyknowitdoesn'tbelongthereandtheywon'treturnitandwon'teventalktomeboutit.
Company Response: Closed with monetary relief

Timely Response

2019-09-20

Cumberland, WI

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

2019-09-20

Pacifica, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2019-09-20

Baton Rouge, LA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: Capital One 360 closed my checking & savings account for no good reason. They sent me an email saying that they were closing my account and I could no longer bank with Capital One. Ive been with them for years and they randomly decide to close my bank account. The only thing I " did '' was accidentally transfer money from one savings to checking that wasn't there. I called and told them it was an accident but they didnt seem to care.
Company Response: Closed with explanation

Timely Response

2019-09-20

VA

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: On XX/XX/2019 I was notified by XXXX that my credit rating had dropped by 97 points. This seemed inaccurate so I checked my accounts for fraud. It turns out CapitalOne decided to lower my one credit card limit from $ XXXX to $ XXXX due to not using it enough. Note, I always pay the balance in full. I inquired about this from the customer service rep. The first one told me that I was not using the card enough and my only option was to apply for an increase in 6 months but there was no guarantee it would be approved. I explained that my business on occasion needed access to this credit but they didn't care. I was told they didn't have any written policies around this issue and they were not aware of any internal or external contracts to escalate or file a complaint. I hung up and I called back with the same scenario. The second rep did say there was an internal complaint dept. They sent and e-mail requesting my situation be reviewed. I asked what was their written policy on reducing credit limits due to usage that is under what they deem appropriate. They indicated they didn't know. I followed up today, which was 10 days later given no response. I was first told it had not been reviewed. I pushed back and they went away and came back with the exact same explanation. I could apply for a credit increase in 6 months. I asked if they could see my other business credit card and they indicated they could. He also said he could see that I did use that card on a higher percentage usage but there was nothing they could do. Why does this matter? I utilized my credit according to all recommendation of sound credit ... utilizing under 30 % of revolving credit, I do not carry balances and I have consistently maintained a credit score in the high 700 's and above XXXX the majority of my credit histroy ( 20+ years ). Their action to reduce my credit limit ... due to NOT USING IT ENOUGH makes no sense and they can not provide a written policy on how this works. The decision was totally arbitrary. One reason for this for my business recently we converted some bills that typically pay annually to monthly so the total usage is about the same but we do not have the spikes ... of which we always paid in full anyway. I still may have needs for credit that would be over what they deem too low usage yet below my limit. Their actions, that were taken arbitrarily decreased my credit score by 97 points taking my credit score into the 600 's for the first time in my life when my financial position and credit position is the strongest ever and there is nothing I can do about it. This is a very dangerous policy they have instituted against me as well as others given you can be in a situation where you use under the proposed 30 % of your limit and they keep lowering it to make sure that you are using 30+ % of your limit. If I were carrying a balance on the card and it appeared I was a high credit risk or growing credit risk this would seem prudent. Instead, quite the contrary, I am a super low credit risk. They take actions that then make me appear to be a high credit risk that will detrimentally impact me acquiring other forms of credit. I am a long standing card holder with an impeccable credit payment history and they didn't care. It is obvious their complaint department is a ruse and they do not care if their undocumented policy causes me harm. I would very much appreciate you follow up on this to make sure they have clear documented policies that outline under what terms they can lower credit limits. Thank you.
Company Response: Closed with explanation

Timely Response

2019-09-20

Billerica, MA

Incorrect information on your report

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

Account information incorrect
Complaint: Capital one, XXXX XXXX, XXXX XXXX, I am on a payment plan with these creditors and in return I would like to make a delete to offer, when my accounts are paid off I would like to have all negative trademarks removed.
Company Response: Closed with explanation

Timely Response

2019-09-20

Murray, UT

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

2019-09-20

Philadelphia, PA

Fees or interest

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

Problem with fees
Complaint: contacted capital one about the membership fee I was charged and was told that they couldn't do anything to change it or waive it and they changed people terms and conditions all the time as well as fees without your permission and they say it is nothing you can do and that is not fair to the comsumer I asked them to see what they can do to change my terms or conditions and all I got was the run around if it wasn't for trying to get my credit score up i would've closed the account right there and is thinking about as I write this because this company has done nothing but jerked me around and at some point something has to give if I have to close the account I am at the point where I think it may be better off than to keep going through the crap with them please help me with this matter or provide me with information to get out from under them without hurting my credit score
Company Response: Closed with monetary relief

Timely Response

2019-09-20

Louisville, KY

Problem when making payments

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

Problem during payment process
Complaint: In XXXX of XXXX, I made a payment on the CapitalOne system that did not go through. As a result, a 30 day late charge went through to my credit report. At this time, this card was not in use, and the only " charge '' being made to the card was a three dollar fee, which we regularly paid. As this card was not in use at the time ( outside of the {$3.00} fee ), I went through the regular payment process and believed the payment to be correctly applied to pay this {$3.00} fee. In the next month, I found that my fee was now {$6.00}, and further found that my account was reported as 'late ' upon checking my credit. I contacted CapitalOne immediately to pay the back fee amount and to have the alleged missed payment addressed, but they claimed they could not find the instance where I attempted to make the payment. I explained that I went through all the regular processes to MAKE this alleged late payment, and that -- for reasons unknown to me -- it did not apply in their systems. I asked them -- as a customer since XXXX, making all of my payments on time -- to remove my alleged late payment as a result of their systems error. I regularly made payments when using the card for charges and regularly made my monthly fee payments when *not* using the card, and had no reason to lapse in my responsibility as a credit consumer -- particularly since this was only a {$3.00} fee charge. I had every reason to believe the payment had been made, and no reason to lapse in my regular payments for my oldest credit instrument. Upon investigation by CapitalOne, I was told that no record of the payment could be found, and that they were required by law to report this to the credit bureaus. My insistence that I had made the fee payment and that -- if a system error was responsible, there would, of course BE no record of the payment -- fell on deaf ears. Trying again to report this as a systems mistake after another reliable 18 months of on-time payments in XXXX was also ignored -- and I was told, once again, that they were required by law to report my late payment to the credit bureaus. I attempted again to dispute this alleged late payment with the credit reporting bureaus themselves, but the dispute was listed as resolved in CapitalOne 's favor with no additional information or explanation supplied to me. I now have a decade of credit history with a nearly 100 % on-time payment record save for two computer systems errors -- one of them with Capital One in XXXX of XXXX. I am simply trying to clear the record and have this slight inaccuracy removed from my credit report, and have tried every avenue with CapitalOne to have them take responsibility for their systems error. Capital One is the first company to extend credit to me, and for that I am and continue to be an appreciative CapitalOne customer -- but as a responsible consumer with now over {$70000.00} in available credit, a consumer who always pays his bills in good faith since I signed up with CapitalOne in XXXX, it seems like a small thing to ask to have this credit company end this squabble over a regularly PAID three-dollar fee that, again, for reasons unknown to me -- was never applied to their systems.
Company Response: Closed with explanation

Timely Response

2019-09-20

Billerica, MA

Incorrect information on your report

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

Account information incorrect
Complaint: Kohls/capital one XXXX, capital one na
Company Response: Closed with explanation

Timely Response

2019-09-20

PA

Struggling to pay your bill

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

Problem lowering your monthly payments
Complaint: I have fallen behind on my one credit card bill due to my boyfriend passing away, time off work, getting a new job, and the excessive late fees for every payment. The bill collectors from Capital One call me MULTIPLE times a day, and usually within 10 minutes or less. They start at XXXX XXXX, and have been interrupting my life. Once at an appointment on XX/XX/XXXX, they called at least 5 times within an hour, interrupting my doctor. I've worked in a call center before and know numbers loop around, but every 10 minutes, give or take, is extreme harassment. Not to mention, they never leave a voice mail or say who they are.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-20

Edgewood, FL

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-09-20

Manhattan, NY

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-20

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
Complaint: XX/XX/2019 made a purchase for XXXX and then the end of XXXX I called to pay off my entire balance I paid XXXX and the guy said that was my pay off amount so XXXX goes by no bill XXXX no bill I now receive a bill for XXXX and I have not used this card I called the company XX/XX/XXXX XXXX to resolve this and they told me I made a purchase in XXXX and it left a balance of XXXX cents and then as I asked for a supervisor they got on the phone I explained that I paid the hole card off the end of XXXX so I didn't have no balance well the story changed to well a purchase you made in XXXX didn't come to us until XXXX so they told me two different stories and will not fix the problem
Company Response: Closed with monetary relief

Timely Response

2019-09-20

Van Nuys, CA

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 never late 30 days on this account and i have tried to resolve this with capital one and to come to resolutions but never happened
Company Response: Closed with explanation

Timely Response

2019-09-20

Ancora, NJ

Getting a credit card

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

Problem getting a working replacement card
Company Response: Closed with explanation

Timely Response

2019-09-20

Plymouth, FL

Incorrect information on your report

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

Account information incorrect
Complaint: I filed the following complaint twice with Kohl 's and received the same boiler plate refusal to take action. I have had an active Kohl 's account in good standing since 2000. I have never been late. I make infrequent purchases. I pay with the Kohl 's auto pay feature. Kohl 's cancelled my auto pay feature, but not my account. My payment was not automatically made because of Kohl 's action Kohl 's reported me as non-compliant. Kohl 's action caused my credit score to be negatively impacted. Kohl 's refuses to accept responsibility for their error that hurt my credit score. My account is now current. XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response