CAPITAL ONE FINANCIAL CORPORATION

2019-09-13

Charlotte, NC

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: Capital one sends me offers of preapproved credit cards with attractive bonuses in the mail. And then why I apply, they deny the card. This has happened 2 times in as many years now. The last time they said it was because I had closed a Capital One credit card in the past 24 months. Well shouldn't those knuckleheads have checked for that before pre-approving me? This time, they said I had too many credit inquiries in the past 24 months. Utter XXXX! Their response was earlier this month and just today I applied for a similar offer for a XXXX XXXX XXXX credit card and it was approved.
Company Response: Closed with explanation

Timely Response

2019-09-13

Douglas, MI

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: XXXX contacted XX/XX/XXXX XXXX times in a row and XX/XX/XXXX XXXX as welll in a row on behalf oh kohl Debt was for XXXX. I explained multiple times I was XXXX and dont have means to pay they were abusive and harassed me about getting the money and paying it and wont stop calling until I paid it
Company Response: Closed with explanation

Timely Response

2019-09-13

Port Orange, FL

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

2019-09-13

San Gabriel, CA

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: Here is a copy letter I sent to Capitol One where they never researched my complaint and had communication errors from the start : Capital One XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XX/XX/2019 Dear Capital One, Im contacting you by mail concerning my dispute with XXXX for charges of XXXX & XXXX for the XXXX XXXX Concert on billed on XX/XX/2019. I was not able to attend the concert because of a family emergency. I contacted XXXX for a refund and was denied so I was told to either try and resale these tickets on their marketplace or contact the promoter for a refund. I actually did both, after trying to resale the tickets, it turns out XXXX dropped their prices for the same type of seats because the show was not selling, my tickets that were originally over XXXX each, XXXX was selling for XXXX each, which made it impossible for me to resale. After contacting the promoter I was told if I sent a document to them showing why I could not attend they would refund my money. I sent you on the upload you sent me on XX/XX/2019 as you requested for all this information above. I sent this thru the link you provided me. Since then I called you on XX/XX/2019 and and again on XX/XX/2019 asking if you received all my documents and it was confirmed they were received, I was also calling to get the status of the disputes and was told you were waiting for the merchant to re-contact you with my new claims. I was also told on these calls if the merchant didnt respond by XX/XX/2019 that I would win the case. Today XXXX XXXX I called again asking for an update, again I was told that one case dispute was still open and the other closed. This didnt seem right to I asked for a supervisor in your dispute department. Come to find out ( XXXX ) tells me he was behind on reviewing my case and said one of them were closed due to no documents received. And as I told you before from recent phone conversations That I receive one link to upload the documents for both cases, so I uploaded information for both cases, ( the story is the same for both disputes anyway ) It looks like your dispute didnt even act on the information I sent you and was told I was sent a letter that I was rejected on XX/XX/2019. ( Which I never Received ) Also : Your calls are sent to The XXXX and I has been a struggle to understand them and this is part of the problem. ( Did They Give Me Improper Information? ) It seems like their training is lack luster and this is not my fault the communication On this issue is not right! It has been a struggle trying to reach you to discuss this in detail. This case has not been handled properly from the start as i have my provided documents to you as promised, and why was I told I would win the disputes if XXXX has not answered by the new information sent by XX/XX/2019? You have all my information I sent you, the ball has been dropped by your team and Im not paying this bill! I deserve a better outcome as you communication has not guided me in the proper direction to resolve this, this is why I called you so many times after the documents were sent to confirm this. Sincerely XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, Ca, XXXX
Company Response: Closed with monetary relief

Timely Response

2019-09-13

Dayton, OH

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Timely Response

2019-09-13

Calumet, MI

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

2019-09-13

Miami, 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

2019-09-13

CT

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Complaint: I've had a Kohls charge account for over 15 years, I have not used the card in about 2 years but log on weekly to check my account, I tried to log on last week and could not access my account, I called Kohls customer service multiple times and multiple emails and they have no record of me ever having an account with them. The CS reps seem to think that my account was closed due to inactivity, which I understand, but I have tried to ask for a confirmation of my account being closed and a current balance ( which should be {$0.00} ) but they can not provide me with either. As a consumer I feel I have the right to be notified when any account of mine is closed and they should furnish me with the ending balance of my account for my records. Is it very strange they have no record of my account after 15 years and with identity theft very common I am concerned. I just got off the phone once again with a Kohls rep and once again no record of my account, at this point I just want to close this account, but I should receive documentation of the account closing and any balance due
Company Response: Closed with non-monetary relief

Timely Response

2019-09-13

East Union, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-09-13

Lincoln, NE

Closing your account

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

Company closed your account
Complaint: There was a problem with my XXXX account returning payments because they stated that I'm not authorized to use the XXXX account, which I use daily. XXXX payments were returned, and capital one, without notice, labeled it first party fraud and closed the account. They refuse to remedy the situation.
Company Response: Closed with explanation

Timely Response

2019-09-13

Baltimore, MD

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

2019-09-12

Chicago, IL

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

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

Problem with personal statement of dispute
Complaint: I have written numerous complaints about the problems on my credit report on my " Capital One '' account for throughout the year, 2019. Both, Capital One and XXXX have responded e incorrectly in saying that a Charge-off and a Write-off is the same thing, but that is not the truth. According to the law the following is true about the difference. A charge-off and a write-off sound a lot alike, but they are two very different things. Charge-Off. The term charge-off equates to when a credit card account reaches 180 days past due. At that point, the credit card company is required to reclassify the account for accounting purposes. Specifically, from a performing asset to a non-performing asset for the bank. However, even though a credit card account has been reclassified as a charged off account, the credit card company still reserves the right to pursue collection of the outstanding balance.When a person hears the term charge-off, they often mistakenly think that theyre in the clear and that their debt will be forgiven. Not so. If only it were that easy. As mentioned above, a charge-off is simply a reclassification of the debt, and unfortunately you still owe the money even if the account has charged off. Credit card companies handle charged off accounts in a variety of ways : Sometimes the credit card company continues on with their own in-house collection efforts on the charged off account. Sometimes they outsource the charged off account to a collection agency, but the credit card company still retains ownership of the account. Sometimes the credit card company sells the charged off account to a debt purchaser. Just like mortgages are bought and sold all the time, so are credit card accounts. Write-Off A write-off on the other hand is when a creditor forgives a portion of the balance that is legitimately owed. For example, if you owe {$15000.00} and a creditor agrees to settle the account for {$0.00} on the dollar, they write off {$7500.00}. Debt Collectors And Charge-Off When an account charges off, the credit card company will place a derogatory mark on your credit report as a way of penalizing you for not paying as agreed. This is standard procedure. When attempting to collect an outstanding debt prior to the charge-off point ( i.e. 180 days ) debt collectors often make a big deal about the ramifications of having a charge-off appear on your credit report. They often try to create the impression that youll be ruined financially if a charge-off shows up on your credit report. In summary, now you know that charge-off is merely a *reclassification* of the debt that signifies that an account is at least 180 days past due. According to the Law firm of XXXX, XXXX and XXXX
Company Response: Closed with explanation

Timely Response

2019-09-12

Anaheim, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: I deposited {$8000.00} from my XXXX savings account as they were charging me monthly fees, so canceling that account and deposited the amount directly to my Capital One 360 Money Market account, see transaction below. XX/XX/XXXX Preauthorized Deposit from checking account XXXX Transfer {$8000.00} {$41000.00} Capital One is refusing to remove the hold and show the true amount in the account. Either do it, or I will cancel and pully everything from this bank, like I did XXXX and XXXX and bank elsewhere. I will not stand for the bank holding on to my money when it was a bank to bank transfer and not a check to hold on too!
Company Response: Closed with explanation

Timely Response

2019-09-12

Bellevue, 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: I applied for a car loan through capital one. The website clearly states that it will be a soft inquiry but it is showing up as a hard inquiry on my credit report.
Company Response: Closed with explanation

Timely Response

2019-09-12

Imperial, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-12

Havana, FL

Fees or interest

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

Problem with fees
Complaint: AfterseveralincidenceswithCapitalOnethatseemedshady,IdecidedtopayoffallXXXXofmyCapitalOnecards.Isentthepayoffbycertifiedmail.ThepaymentsfollowedwhatIthoughtwasthelawregardingsendingpaymentsbyduedates.TheXXXXofXXXX,2019wasmypaymentdate.WhichwasaXXXX.IsignedonthatMonday,theXXXXtoclosetheXXXXCapitalOneaccounts.ItwasthenInoticedlatefeeswheninthereshouldbeazerobalanceonallXXXXaccounts.IclosedmyaccountsandcalledCapitalOne. Imadecontactwiththemandinquiredaboutthelatefeescharged.IinformedtheCapitalOnethatIsentthepaymentscertifiedandsincethepaymentdatewasSaturdayIshouldbe,bylaw,allowedthenextbusinessdayformypaymenttobereceived.CapitalOneinformedmetheyholdchecksXXXXdaysbeforepaymentisappliedtoaccount.Iasked,thereforeyouwillnotremovethelatefees.Theyinformedmemypaymentwaslateandtherewasnothingtheycoulddo.
Company Response: Closed with explanation

Timely Response

2019-09-12

Arco, CA

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: The company continually applies fees when payments are late. Email notifications are not being sent. The company has acknowledged this several times over the past year. It's just not getting fixed. It's 2019. People rely on email and text reminders. The company teases customers with rate and credit line increases but coincidently will forget to send a notice when the time comes for a credit increase. I've been a Capital One customer for over 12 years and I'm treated like trash. I opened this card as a credit builder and my experience has been mostly obscenely long hold times ( sometimes over 60 minutes ), condescending customer service reps and misinformation. I've given up countless evenings after work or I have to wake up an hour early just to call about getting my bill.
Company Response: Closed with explanation

Timely Response

2019-09-12

Albany, NY

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I have repeatedly asked them not to call my cell phone, i will only deal with them in writing. I have provided my home address and email address for communication. They call repeatedly every day, multiple times a day and constantly change the number when i block them.
Company Response: Closed with explanation

Timely Response

2019-09-12

Houston, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Company Response: Closed with explanation

Timely Response

2019-09-12

OH

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: I am a Capital One credit card holder but also a retailer that accepts credit cards as payment for products and services. This qualifies more as a rant than a problem seeking resolution. After completing a purchase on XXXX yesterday using my Capital One Visa, I subsequently received an email from Capital One : Hi, we saw you just spent {$220.00} on XXXX. Did you get the best deal on XXXX? The email then proceeded to pitch a competitive travel booking product called XXXX, associated with Capital One. If Capital One reached out to my customers after a card they issued was used to purchase my products and tried to steal my business I would find that unethical. Perhaps XXXX and similar vendors would like to know about these practices.
Company Response: Closed with explanation

Timely Response

2019-09-12

Grand Central, NY

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

2019-09-12

Ft Myers, FL

Other features, terms, or problems

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

Other problem
Complaint: My personal information ( including my social security number, date of birth, and credit history which provides important answers to security questions for identification purposes ) was stolen in the Capital One data breach as a result of the fact that I formerly had a credit card with Capital One. In XX/XX/2019, Capital One received an e-mail link to the stolen data which had been uploaded by the hacker to the website XXXX in XX/XX/2019 ( see Exhibit_A.pdf attached ). Despite this, Capital One continues to misinform the public and, not least of all investors in SEC filings ( see Exhibit_B.pdf attached ), that Capital One does not belief that the stolen data was disseminated by the hacker. As a result of the foregoing, in XX/XX/2019, and immediately after the announcement of the data breach, two credit card applications were fraudulently filed electronically with Capital One in my name, and the imposter also ordered a drivers license in my name. When I contacted the Fraud Department at Capital One, they refused to even acknowledge that there was a data breach, and they refused to provide law enforcement with the IP address of the imposter or the physical address ( for mailing the credit cards to XXXX or the phone number provided by the imposter, thereby obstructing justice in the process. It was only through my own hard efforts that I was able to finally obtain this information by myself for providing to law enforcement. As if this was not enough, Capital One has refused to this day to provide me with free credit monitoring and identity protection, despite the fact that Capital One has also misrepresented to investors in SEC filings ( Exhbit_B.pdf ) that it will do so and, despite that fact that I e-mailed the CEO, CFO, and General Counsel at Capital One regarding all of the aforementioned matters. Among other things, I have had to incur the expense of paying for XXXX XXXX Ulitmate Plus as a direct and proximate result of the above wrongful conduct by Capital One.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-12

Fort Lee, NJ

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

2019-09-12

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-09-12

Houston, 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 caused an FTC violation on my credit reports at this point I'm not exactly sure but need to look at my credit please send a copy of most current credit report XXXX has not let me get into my accounts
Company Response: Closed with explanation

Timely Response