CAPITAL ONE FINANCIAL CORPORATION

2019-09-05

West Side, MA

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

2019-09-05

CT

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: I pre-paid for a rental car on XX/XX/2019 with XXXX for my XXXX trip to XXXX XXXX, Fl. Upon arriving at the rental counter I was told I needed to produce my auto insurance declaration page in order to rent the vehicle from XXXX XXXX XXXX. I told them I was not informed in any of the documentation they sent prior to my arrival that stated that and they said it would be in my contract that I needed to sign. I argued that this was deceptive business practices by now forcing me to take their car insurance at an additional cost than what I agreed to.After I expressed my dissatisfaction with their policy I asked how much they wanted to charge me for their insurance at which the customer service representative stated that it didn't matter " he was not going to rent me a car regardless ''. At that I returned to the airport and rented a car with no issues from XXXX. I called XXXX to express my dissatisfaction and request a refund for the vehicle that I pre-paid {$180.00} for back on XX/XX/XXXX and they said since it was pre-paid they could not issue a refund. I then contacted my credit card company ( Capital One ) to report my issue and start to chargeback procedure. I continued to press XXXX XXXX XXXX for a refund and was contacted by XXXX XXXX who is the Customer Service manager at XXXX XXXX XXXX who apologized for inconvenience and stated she would issue a refund. She then contacted me the next day and stated that since I had reported the issue to my credit card company she could not issue a direct refund to me she would have to work through my credit card company. I agreed to that and considered the case closed. I was then informed by Capital One that XXXX XXXX XXXXl had declined my request for a refund and the charge of {$180.00} was put back on my card. I contacted XXXX XXXX and was told that since I filed a chargeback with my credit card company her policy states that she can not issue a refund. So, XXXX XXXX XXXX did not fulfill their obligation to provide a vehicle that I paid for and Capital One refuses to support my claim that I paid for a service that I did not receive thus my writing to you today. I have documentation that supports everything that I stated above and will provide it upon your request. Any assistance you could provide would be greatly appreciated. Thank you in advance.
Company Response: Closed with monetary relief

Timely Response

2019-09-05

Detroit, MI

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
Company Response: Closed with explanation

Timely Response

2019-09-05

Brooklyn Center, MN

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

2019-09-05

Lancaster, NY

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 monetary relief

Timely Response

2019-09-05

Plattekill, 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

2019-09-04

Ny City, NY

Incorrect information on your report

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

Information is incorrect
Complaint: a former bank teller with an unusual first name I hate to write for a reason robbed me of about $ 6000 years ago then quit. it was another bank teller who told me something about the suspect or wouldn ; t have known because I only checked my safe deposit box once in a while. I stupidly withdrew {$5000.00} in {$100.00} dollar bills at Capital One years ago as one crooked bank teller with an unusual first name saw all the many hundred dollar bills and saw me take the bank elevator to the safe deposit floor and connected the dots. a locksmith told me all the crooked teller did was remove my key I always left in the keyhole to enter 1 of 3 small rooms to examine my safe deposit box and created a wax impression of my key in seconds. of course I can't prove this but wanted the senior bank VP Mr XXXX to question the suspect who called the bank at XXXX & XXXX XXXX in XXXX XXXX and someone tells the senior bank VP he doesn ; t know the suspect which is nonsense as I called the FORMER BANK MGR XXXX XXXX who told me HE ONLY KNEW THE FIRST NAME OF THE SUSPECT WHICH TRAPS Capital One in a serious cover up for years, I asked Capital One for a copy of a letter the senior VP sent me who admitted years gao he could be wrong and can't find a copy in my room. Capital One hdqtrs in VA REFUSES to send me a copy of that letter by the senior VP I demand the cfpb investigate for a serious cover up, a bank your CFPB hit twice for screwing many bank customers years ago and hit with heavy fines it paid and admitted nothing Sincerely XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-09-04

Key Biscayne, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: XXXX XXXX, XXXX has chosen to collect a debt such company purchased from Capital 1. Capital One will not release the data that they say to have which prove that the debt is mine. Such data is fraudulent : my STOLEN Social Security number, a fraudulent address in XXXX and my cellular phone line -which was hacked and reported as such when I noticed there was a problem with it latter on in XXXX. By the way, I am not a phone number nor a voice over it, my phone number is not my identity. Where are the legal documents that identify me as a legitimate credit member? This is the process I have been through : XX/XX/XXXX I receive letter from collection agency XXXX, XXXX and XXXX, PL. Letter states company attempts to collect a debt from original creditor Capital One, NA and current creditor XXXX XXXX XXXX. I submitted complaints through the Consumer Financial Protection Bureau. The above mentioned agencies replied that debt was valid. The debt consists of {$170000.00} owed to Capital One, on a card opened as a result of identty theft. My Social Security information was used, and a fraudulent address in XXXX was used to open the account. The card was applied for in XXXX - XX/XX/XXXX. My XXXX XXXXXXXX phone number was used as well. I noticed that my missed call log was displaying " call answered on another device '' message on XX/XX/XXXX. I contacted XXXX XXXX in XX/XX/XXXX and placed a Fraud Block back then. The information will be accessible to lawyers by contacting XXXX XXXX Legal Department. On XX/XX/XXXX I placed a police report, contacted the Credit Bureaus and personally visited XXXX, XXXX and XXXX. I submitted proof of address, tax returns, the 3 credit bureaus reports, and invoices of some of my professional services as a freelance teacher in XXXX during some of the days when the fraudulent transactions were committed. I also provided evidence of being out of the state during one of the dates that one of transactions took place, with hotel information and an XXXX XXXX electronic ticket. I signed a notarized affidavit of fraud and submitted it to XXXX, XXXX and XXXX as well. XXXX told me that the process would take about a month, that I would be notified, as they had to work with XXXX XXXX, their client, to resolve the issue. On XX/XX/XXXX, I received a notification from XXXX that XXXX XXXX had reported the collection to my otherwise- and always- pristine credit report. My credit rating and report was damaged due to this action. I simply do not borrow money and pay my credit cards monthly in full, as it can be evidenced in my reports. Never a late payment. I required from Capital One, by US Postal Service certified mail, that they submit to me all the evidence related to the fraudulent account such as application, payment slips, store receipts, signatures, etc. I have the right to receive all this documentation. When I spoke to their representative, he stated that their information was correct as public records place me in XXXX and that my cellular phone number line was used. I received a letter stating that their investigation is correct and that they are not changing anything. I need to explain that the fraudulent Capital One card never appeared on my credit reports, so I had no way to know that this was going on. Upon examination I found that my address had been changed to the fraudulent address. At this moment I believe this fraud could come from Capital One, itself. Capital One was either negligent in their processing of applications, to benefit from the fraud ; or the fraud might have been an inside job. Capital One should use non-negligent and lawful practices and review the investigation with the knowledge that I am providing. I am the victim here, I am being treated like a criminal. All this process has caused countless hours of effort reviewing and submitting documentation, as well as a wide range of inconveniences and related health problems due to stress. How could Capital One award someone a credit card with a {$10000.00} credit limit, when my credit report does not show my employment information? Let 's talk about not being negligent in their process of approving credit cards with a credible investigation of the customers. Did they realized that as a freelance teacher on XXXX my income was extremely low for the credit limit they approved on my behalf? I have also notified the US Post Office that identity theft that I am a victim of Identity Theft enabled by the use of a criminal postal address. Upon studying my credit reports I found several unauthorized inquiries mostly from Capital One to my credit reports. My stolen identity was also used to open another credit card. I found that an additional XXXX XXXX credit card had been opened on my behalf. Fortunately, no charges had been made. As I called XXXX XXXX to let them know that this card was open in a fraudulent way, first thing I hear from the customer service representative is " XXXX XXXX we appologize as we know we have had trouble delivering your card '' ( Again, the XXXX address ). It would be easier to pay the money owed as it is sitting on my savings account, however, I refuse to be the victim of these criminal actions against me. I am asking to XXXX, XXXX to consider the fraudulent nature of their business before hiring an attorney. I have nothing to lose in providing evidence to support my claims to a judge. XXXX, XXXX and XXXX has closed my file, as I have just found out ( XX/XX/XXXX ). I ask XXXX XXXX, XXXX to consider that a fraudulent account has been purchased ; after being approved by Capital One in a negligent way. My address was changed by the CREDITORS, not by me, either by negligence on their application process or by upfront choosing to do it to profit from a theft victim. The information used to validate the debt is fraudulent. Please consider revising the documentation provided. In my tax returns you can see that my address is not the one used to open the card. I ask XXXX XXXX, XXXX to investigate further, do the right thing. It is a matter of money for the company, but it is an assault on me. XXXX can choose to side with the perpetrators, and/or with the negligence of Capital One. I am happy to provide any documentation needed to prove my case.
Company Response: Closed with explanation

Timely Response

2019-09-04

Brooklyn, NY

Closing your account

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

Company closed your account
Complaint: I was initially issued a credit card by mistake because for some reason they approved me for a business credit card ( I was not aware of that ). Upon receiving a card in a mail I saw on it it was stating " Spark for Business '' I went to a local branch and inquired If they made a mistake, branch manager told me " just use it ''. In XXXX of XXXX I was contacted by the bank they admitted they made a mistake however stated that I'm fully liable for a remaining balance as well as APR, since then I was really mad with them because THEY MADE A MISTAKE INITIALLY and I have to pay a price in APR. I went through struggles in my life since then, contacting the bank asking them to please give me a brake in payments they never did moreover they did tell me if I fail a payment they will report to a credit bureau and my credit will get worse. After many complaints within their bank I was contacted by their executive team from XXXX ( XXXX ) XXXX a person 's name is XXXX Employee ID XXXX contacted on XX/XX/XXXX XXXX in the morning. XXXX stated : " You were not liable for this account payments since its closure ( XX/XX/XXXX ) however you still have a balance and once account is closed we don't report on it to a credit bureau '' Thus I believe Capital One Bank was extorting money from me for 1,5 years ; I've contacted OCC group however not satisfied with an outcome, these people were threatening me with my credit for such a long time and I never failed a payment, OCC made them to waive a remaining balance and remove it from my credit at all, I believe it is totally unfair to me after made so many payments on time and being APRed at 24,99 % for such a long period of time, I demand justice and all the money paid them back NOW! or otherwise I will take them to the court.
Company Response: Closed with explanation

Timely Response

2019-09-04

Brooklyn, NY

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

2019-09-04

Camano City, WA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-09-04

Bel Alton, 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

2019-09-04

NY

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: On XX/XX/19, my husband and I met with XXXX at Capital One 's XXXX, NY branch. This meeting took place after many previous phone calls and visits. Our issue has not been resolved. PENDING Chargeback HOLD PLACED FROM TRIPS {$50.00} Appears on statement as : Chargeback HOLD PLACED FROM TRIPS PENDING Chargeback HOLD PLACED FROM TRIPS {$50.00} XXXX Chargeback Refer to Maker {$50.00} XXXX Chargeback Refer to Maker {$35.00} XXXX Chargeback Refer to Maker {$200.00} XXXX Deposit correction debit {$35.00} XXXX Chargeback Refer to Maker {$200.00} XXXX Mobile Deposit Adjustment XXXX DR {$50.00} Appears on statement as : Mobile Deposit Adjustment XXXX DR XXXX Mobile Deposit Adjustment XXXX DR {$50.00} XXXX Mobile Deposit Adjustment XXXX DR {$50.00} XXXX Mobile Deposit Adjustment XXXX DR {$1100.00} XXXX Mobile Deposit Adjustment XXXX DR {$50.00} All of the above are income that either my husband or myself earned. We work hard for our money, yet it was taken away by Capital One. I am a vendor working for multiple companies. Often when I tried to deposit a check online that was from the same company for the same amount, yet different dates of service, I received an error message saying that they have already received this deposit. When I called Capital One to try to resolve this issue, I was told that I needed to go into the branch to deposit the checks, which I did. I still had issues. I would deposit a check for {$50.00}, it would go through, then when I checked my bank statement it would say minus {$50.00} due to a " mobile deposit adjustment '' or " chargeback ''. An irate employee - XXXX XXXX - from one of the companies I work for - XXXX - called me to complain about a chargeback for XXXX XXXX. I explained to her that it was the bank 's fault, not mine. She threatened me, saying that I " owed '' the company {$50.00}, and if I didn't " reimburse '' them, I would never be allowed to work for them again. My husband and I have done nothing wrong, yet we are being penalized. I have made many calls and visits to Capital One, and this issue is still not resolved. They appear unconcerned, not taking our problem seriously.
Company Response: Closed with explanation

Timely Response

2019-09-04

Clinton, MD

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

2019-09-04

Dallas, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: I will start with the most recent. I received a letter from Capital One Auto Finance stating that Capital One Auto Finance will pursue legal action in order to take possession of the vehicle. Letter was dated XX/XX/2019. I requested that since you are trying to collect on a debt please validate and confirm the debt being requested. I have yet to receive the Bill of Sale, Itemized bill in the amount of {$19000.00} that Capital One Auto Finance say that I owe, The name, address and phone number of the Injured party due to the fact that they are Corporation and a Corporation can not act, think, or sign anything, I requested that they provide an unsworn declaration proving that the alleged debt is owed, I requested that they provide an affidavit of Truth stating that the debt is owed and that the Injured party is owed the debt. I have recorded my calls as well and sent numerous letters. I am sending another Debt Validation letter since my first letters were never answered and an affidavit of my own with a counter claim of fraud, misrepresentation, illegal contract, and not providing full disclosure in the original contract.
Company Response: Closed with explanation

Timely Response

2019-09-04

Ocklawaha, FL

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-09-04

Mountain View, OK

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: I have filed disputes with all three ( 3 ) credit bureaus, only one continues to show this debt from Kohls/Cap One as me being deceased. I have sent a letter to the company ( Kohls/Cap One ) and even spoke to XXXX XXXX ( she claimed to be the secretary to the president ). I have shown in several ways that I am not deceased. I have sent copies of my driver 's license, Social Security Card, a current utility bill, I also still have a government check sent to me every month, and have acquired XXXX ( XXXX ) new credit cards, and finally, I have gotten a notarized letter to attest that I am not deceased. These last XXXX XXXX XXXX XXXX disputes have resulted in the same outcome. This item has not been removed. I am very upset because I have no idea how a company can certify information about me is correct if I have provided all the above information.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-04

Arroyo Seco, NM

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2019-09-04

Galena, OH

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: My wife and I attempted to reserve a room online with hotel XXXX XXXX on XX/XX/XXXX for a stay date of XX/XX/XXXX to XX/XX/XXXX. The total of {$1100.00} was declined and the reservation was never completed. My wife and I chose to go with a different location. -On the late evening of XX/XX/XXXX, XXXX XXXX XXXX sends an email stating they were unable to confirm the reservation due to the declined card. My wife replied to the hotel on XX/XX/XXXX that the transaction didn't go through and we would be staying somewhere else. Explicitly stating to the hotel not to charge the declined card. -XX/XX/XXXX, after notification we wouldn't be staying with XXXX XXXX XXXX and request not to rebook a room, the hotel charged our prior declined card without our permission and books a non-refundable room. XXXX XXXX XXXX charged our credit card twice for {$1000.00} and {$180.00} to the sum of {$1200.00}. We contacted the hotel, and they refused to cancel the reservation that was made without our permission or refund the money from the account. We then opened a dispute with Capital One. - Almost two months go by with no update. After my would be stay date, I was contacted by Capital One to notify us that we lost the dispute and asking for more information. The reason given for the lost dispute, was that the merchant provided a receipt for a non-refundable reservation. The receipt provided by the merchant provided to Capital One they are claiming as un-refundable is listed as made on XX/XX/XXXX. The merchant claims that the purchase made on XX/XX/XXXX was agreed upon and non-refundable. The conversation proof shown in the emails provided proves that we indeed did not approve the XX/XX/XXXX reservation. After providing copies of emails with the hotel claiming they were unable to originally make the reservation, transaction history, the time and date of emails, and the companies refusal to cancel the fraudulent reservation they made without my permission, the case was put in the Fraud Division 's hands at Capital One. -I called Capital One 's Fraud department to follow up on the investigation. The fraud department notified me that they completed no investigation because since we had prior contact with the merchant, it was no longer fraud, despite them using our card without our permission. I was then notified on XX/XX/XXXX that my case was being moved BACK to disputes. The total of XXXX and {$180.00} was then recharged back to my account, despite it still being disputed. -After contacting disputes for the second time, I was notified that I would need to provide the same information that I had provided to fraud. When questioned regarding the {$1000.00} and {$180.00} charges, I was notified that it would not be removed from the account this time and would accrue interest if left unpaid. If the dispute was found in my favor, I would not be charged for the disputed amount. I was asked to resubmit a letter detailing the events in my dispute. I submitted the new cover letter and information as asked and am waiting to hear back. -My case has been bounced around departments at Capital One with only the most recent person on the phone able to give me a true real description of my case history. This case has been going on for almost 3 months. This should be an open and shut case in which the hotel used my card without permission and signed me up for a reservation I did not approve. The hotel stated themselves they were unable to originally make a reservation and made another one against my will. To some point, I feel Capital One is not supporting me in this dispute. I did not stay with this hotel and I should not be held liable for any interest, or payments made by this hotel due to these fraudulent transactions..
Company Response: Closed with monetary relief

Timely Response

2019-09-04

Grosse Ile, MI

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 just got my updated annual credit report and there was a credit pull from Kohl 's in XXXX of 2018 that I didn't authorize. I called the kohl 's number on the credit report from XXXX and they said they had limited ability to see my credit report. the lady kept saying it was a hold on my credit and I said, " No, it was a hard inquiry into my credit. '' She said that the department I called couldn't do anything. I called XXXX then and they said I had to call the company. I told them that I had and they were no help. He said there was nothing he could do. Someone has to be able to do something.
Company Response: Closed with explanation

Timely Response

2019-09-04

Lubbock, TX

Incorrect information on your report

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

Account status incorrect
Complaint: My accounts with Capital One was settled in 2018 and company refused to update to the credit report and still showing as charged off and balances owes. Have contacted capital one, they said someone will call to discuss but no one has called. XXXX refuses to remove collections status off of my report after settled account.
Company Response: Closed with explanation

Timely Response

2019-09-04

Jackson, 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 monetary relief

Timely Response

2019-09-04

Olathe, KS

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with non-monetary relief

Timely Response

2019-09-04

Kenner, LA

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with monetary relief

Timely Response

2019-09-04

Memphis, TN

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response