CAPITAL ONE FINANCIAL CORPORATION

2016-10-28

Cocoa, FL

Billing disputes

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-28

Springdale, OR

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Brooklyn, NY

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Las Vegas, NV

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

East Troy, WI

Customer service / Customer relations

Credit card:

Complaint: On XXXX/XXXX/2016 I logged into my Capital One Master Card account to look at my balance. On XXXX XXXX I had made a {$320.00} payment thinking that I had paid the card 's balance to {$0.00}. However in checking that balance, I saw that I had a balance and that I was {$25.00} past due. I did n't make a payment because I thought it was XXXX and as we were traveling, there was no need to check it. In finding the past due amount, and expecting to use the card for fuel in a couple days, I immediately contacted XXXX via their secure chat. I chatted with XXXX XXXX. I asked if my card was suspended because of the past due amount of {$25.00}. Mind you that the card has a {$500.00} limit and we always pay much much more than the minimum. In fact the amount on the card is {$87.00} to include the " Past Due Amount ''. XXXX assured me that the card was not suspended. She did point out the " Past Due '' amount and asked if I wanted to pay {$53.00} of the balance? I said that I could n't do it at this point because I only get a VA draft into my account on the XXXX of the month which would n't happen until Tuesday the XXXX of XXXX. She further stated that she take the payment with a draft date by the XXXX of XXXX and that it would allow me to continue to use my card. I stated that would be fine. XXXX stated that I could avoid this in the further by setting up an autopay from my account on file for the minimum amount and that it would automatically draft my account on the day indicated by Capital One Card Services. I said that would be fine but that I had no idea how to do that. She said that she would help me set that up. She was in the process of transferring me to another person to help me set up the autopay when I asked if I needed to still make that {$53.00} on the XXXX of XXXX. She said that it would not because the amount for the autopay draft would be the {$53.00} and that that would reset my card. I said that that would be okay. So she transferred me to XXXX XXXX an Account Specialist, and he started trying to walk me through the process.I had done as he told me and the screen stated " Congratulation '' in setting up the autopay. It stated that the autopay would draft a minimum of {$35.00} on the XXXX of XXXX but that the first draft would be {$53.00}. In italicized lettering it said that in order to create this autopay an initial payment needed to be paid. So, I asked XXXX if I needed to make the {$53.00} payment now or on the XXXX of XXXX to complete the whole process? He stated that I did not need to make that payment and that I had set up the autopay correctly. Again I said that it continues to warn me that I need to make a payment first, so I repeated my concerns. He put me on hold for a little bit, but came back and stated that everything was all set up and I did n't need to make any payment and that the {$53.00} would draft on the XXXX of XXXX. I was satisfied with everything. So on Thursday the XXXX I stopped to get fuel and I used my Capital One Master Card, but it was declined. It was run again and declined the second time.I thought perhaps it was because we were in Tennessee, but thought I had notified XXXX that we were traveling to various states doing XXXX. That was not the problem when I accessed my account. The card was in fact suspended as I learned from Account Specialist XXXX XXXX on the secure chat. She stated that my card was suspended because of the " Past Due '' amount of {$25.00}, but that I could bring it current for {$53.00}. I explained the same thing to her as I am typing right now. All the Who 's, What 's, and How 's. She put me on hold for sometime, but came back and said she read the chat notes and that both XXXX and XXXX were incorrect, and that I needed to pay the {$53.00} now but if I could not then I could instead pay the {$25.00} by XXXX, the card would be active for use the next morning. ( more? )
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

DE

Billing disputes

Credit card:

Complaint: On XXXX/XXXX/16, I purchased a voucher from XXXX for {$35.00} using my Capital One Venture card ending in XXXX to clean my air ducts. I redeemed my voucher before the expiration period ( redeemed around XXXX/XXXX/16, expired on or around XXXX/XXXX/16 ). The merchant, XXXX XXXX XXXX XXXX, was not able to get a rep out until XXXX/XXXX/16, after the expiration of the voucher. The rep advised that they could not clean my air ducts because my AC unit was in the ceiling. I called XXXX XXXX XXXX XXXX, who said that they can not redeem the {$35.00}, and to contact XXXX. So I called XXXX, who has said that the voucher has expired and the money was sent to XXXX XXXX XXXX XXXX, and to call them. I submitted a XXXX complaint with Living Social, and still got nowhere, and was told to contact XXXX XXXX XXXX XXXX. This is where it gets comical ... so today,XX/XX/2016, I three-way called both XXXX and XXXX - they literally were yelling at each other over who was going to refund me the {$35.00}. They both acknowledged that the service was left unrendered, and that I was owed money. At the end of the call, XXXX XXXX XXXX XXXX advised that they would " unredeem '' the voucher and XXXX said once that is done, they will refund my {$35.00}. So ... wait for it ... I waited 2 hours, called XXXX back, and they refused to refund me the {$35.00} because it expired XXXX/XXXX/16. I literally can not make this story up - this is a true story and a valid dispute. I was conned out of {$35.00} and these XXXX companies will not work together to refund me the money. I am sorry that I am submitting a complaint to Capital One and disputing this charge, but this is the last resort I have before contacting my attorney. I understand that this is increasing your complaint volume, but I would really appreciate it if you can do the right thing here and help me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Rncho Domingz, CA

APR or interest rate

Credit card:

Complaint: Capital One is ripping customers off with their so called " promotions ''. They give you a lower interest rate for XXXX or 7 months and if you do not call them they automatically give you the highest rate without advising you and you can go on for months without knowing and paying the highest rate. I know our senior citizens ae serious victims of this.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Taft, OH

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Charlotte, NC

Billing disputes

Credit card:

Complaint: Capital One has been bouncing me around between payment plans. I have been offered so many that when I think I have agreed to one they change it and I end up on something I can not pay and did not agree to. When I call capital one they swear I only been offered XXXX plans. Which is not true. They deny all phone conversations I 've had about this. They only reference chat. One they applied to the wrong account and I was blamed for it. See attached information for the XXXX different options I was given in less than 20 minutes apart.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-28

Allenwood, NJ

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I opened an ING Direct savings account a few years ago online. ING has since been acquired by CapitalOne. My account was automatically converted to a CapitalOne XXXX savings account. I had not logged into my account or made any deposits/withdrawals for some period of time XXXX potentially XXXX years XXXX. During the period of XX/XX/2016 I called CapitalOne to help obtain my log on information. I spoke with a representative who helped me log in and stated that my account was ready to be used. I planned to deposit money into the account every XXXX weeks to save money for a wedding. I made my first deposit of {$750.00} on XXXX. On XX/XX/2016, my account was closed. I called CapitalOne to speak with a representative and ask why my account had been closed. I was informed that my account had been " abandoned '' and my money sent to the XXXX of NJ as unclaimed money. I was instructed to contact the XXXX of NJ to file a claim for unclaimed money. I have XXXX issues here : XXXX ) why was I not informed on XX/XX/XXXX that my account had been changed to abandoned, so this would have prevented me from transferring additional funds into the account. XXXX XXXX why would CapitalOne accept a transfer of {$750.00} to an account marked as abandoned. I trusted CapitalOne with my money and to protect my funds. I feel that they have inappropriately robbed or stolen money from me that will be very difficult to re-obtain in any timely fashion, as the XXXX of NJ has no record of receiving my funds yet. CapitalOne has not been helpful in trying to rectify this issue. I believe this to be a violation and misappropriation of funds.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

OH

Billing disputes

Credit card:

Complaint: When vacationing in XXXX on a cruise, I took a bus tour to view the XXXX. One of the stops along the tour was to a jewelry store/tourist section that offered free samples of cake and rum. While there, I purchased a XXXX watch and signed all my documentation for this sale. While waiting for the merchant to take links out of the watch, I was persuaded to buy a tanzanite ring as well. The merchant did n't have my size at the store, but told me that they could quickly get it there. After waiting a few minutes, the tour guide told me we would have to leave in order to see the remaining parts of the tour on schedule. Since the tour guide and the merchants seemed to know each other, they suggested that the bus could swing by on the return to the ship to get the ring. After the tour, we did swing by and the tour guide offered to go in and get the ring since I had my XXXX son asleep in my arms. When she returned, she told me that the ring was still not there and that it would be delivered. She handed me a business card with the merchant 's information and I assumed the merchandise would be delivered to my stateroom. Needless to say, I never received it on the ship or at home and after numerous calls, I ca n't get anyone to respond. Now after disputing this charge with Capital One and explaining this to them, a credit was issued and I was told that the merchant would have 90 days to respond. They did respond and with a copy of my sale 's receipt. Mind you, the sale of the ring was added to my original receipt for my watch purchase. Capital One denied my claim and put the {$910.00} back on my card. I contacted them and everyone seemed very understanding and sent it back to the dispute department. I spoke with someone on today, XXXX/XXXX/16 and explained the story again. The rep tried to reach out to the many numerous numbers listed by the merchant with no success to see if we could get this matter resolved. She then spoke with her supervisor to see if the funds could be credited back. Unfortunately, although they believe my story and believe that I never got the merchandise, they can not help me in recovering my money. What is the point of credit card protection?
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-27

New Orleans, LA

Transaction issue

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-27

Portland, OR

Disclosure verification of debt

Debt collection: I do not know

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Fort Worth, TX

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Colma, CA

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Cedar Park, TX

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Mangonia Park, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-27

Colts Neck, NJ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Thompsons Station, TN

Billing disputes

Credit card:

Complaint: I mail a payment to Capital One every month, I use a USPS TRACKING NUMBER to trace the package. Every month, the payment take 5-7 days to post AFTER the payment has been received by Capital One. Attempts to communicate with Capital One as to WHY it takes so long to post a payment ( and as such potentially creating late fees ) have resulted in Capital One blaming me stating I 'm not including a copy of the statement with the payment. This is just a flat out lie as each month a statement is mailed with the check to insure proper crediting of the account. I 've had to call multiple times to track down the payment and insure that it is actually posted to the account in a timely manner.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Golden Isles, FL

Customer service / Customer relations

Credit card:

Complaint: In XXXX I opened a XXXX credit card account with Capital One under the condition that I will not be personally responsible for that credit card in any way. In XXXX, Capital One decided to report their small XXXX accounts to the consumer credit reporting agencies in violation of our agreement a year earlier. I have requested several times that they remove any reporting that has been made on my personal credit, but they continually keep reporting it. I have requested several times from Capital One to provide me with documentation showing that I authorized myself to be obligated to pay for the XXXX credit card or personally guarantee it, They have refused to send me any documentation. I would like to resolve this issue and request that you investigate this matter. I can send you documentation supporting my position.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-27

Oxford, GA

Application processing delay

Credit card:

Complaint: I have an issue with capital one. Capital one is still processing my application. They are doing so because they say they can not reach me to verify my information due to the fraud alert that I have on my report. I left a voicemail with the fraud department. I also called and spoke with a rep that kept me on hold for a half hour and then hung up on me. All I want is my application processed. They could have contacted me on the number that was on the application. I have had the same number for 3 years. The lack of communication is ridiculous. Not to mention that they have sensitive information that they are sitting on.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Wilmington, DE

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I was trying to transfer money between my checking account and another account with Capital One. When I logged in, I found that ALL of my accounts were blocked. This included XXXX savings account, XXXX checking account and XXXX saver accounts for my children. This nightmare started on Wednesday XXXX XXXX. When I called I was told there was possible fraud on the accounts, and that there was an 30 minute wait time to speak with someone. I called back later, waited over an hour. When I finally spoke to someone they told me that all my accounts needed to remain frozen pending investigation. I finally spoke to an " investigator '' late the following day. Who told me that she would still not be able to unlock my accounts ( mind you ALL my money was at Cap One ). I finally called back on Friday to fins out the investigation was complete and there was no outcome. But at this time, I was told that all new accounts needed to be set up ... which STILL left me without any access to MY money. Funny, when my direct deposit was done on XXXX, Cap One allowed that transaction to go through. I was told on Friday when the new accounts were set up, it was not possible to overnight my new cards to me. It was not until XXXX that I finally got cards to access my accounts. I was told several times that I could travel over an hour to a branch to access the funds, but as a single mom working full-time, this was not an option. I am not sure how it is legal to keep someone from their money. When the new accounts were set up there was no linkage between the old and the new. This means that all my payments and checks written were not honored by Cap One, even though I had plenty of funds to cover. In addition, I was charged NSF fees!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Denver, CO

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-27

Pacific City, OR

Billing disputes

Credit card:

Complaint: I paid off my capital one credit card XXXX and it has been inactive since, I have charged {$0.00} to the card since payoff. The company assessed an annual membership fee of {$39.00} and I was charged +200 % in fees with negative credit reporting threats.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-27

Houston, TX

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response