CAPITAL ONE FINANCIAL CORPORATION

2016-10-13

La Jolla, CA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: Greetings, Greetings, XXXX XXXX XXXX XXXX is writing in regard to the XXXX six year long campaign for the modernization of telephone banking, and submission of these XXXX recommendations to XXXX XXXX. XXXX is addressing statements in this letter with the presentation of the following urgent information and report, Safe Call ( see below ) : Over XXXX people were killed in automobile accidents last year, and another XXXX were seriously injured! The automobile is the number one cause of harm and death to young people and students! The NHTSA states, " distracted driving is the number one cause of auto accidents and a deadly epidemic! '' XXXX has the cure for this deadly epidemic ... Eyes on the Road/Hands on the Wheel ... the science of road concentration! Once this message is realized by the driving public the next step is distraction prevention. There are XXXX mobile phone users and over a XXXX vehicles, so mobile phone use while driving is a worldwide constant and this fact must be reckoned with. Banks are the most called business in the world, and also the business most likely to have the dangerous request, " enter your ATM card number. '' This request is extremely hazardous to those on the road as it is encouraging people to text message or read ATM card information while driving! Furthermore this telephone banking practice is rendered obsolete with the realization that ATM cards are no longer effective as modern security as they can be lost, stolen, or even secretly copied, and there are modern and better securities protocols now available such as secret passwords and user names. Since several banks such as XXXX XXXX, XXXX XXXX XXXX, XXXX and Capital One have acknowledged the importance of the XXXX recommendations for voice command on their main telephone banking line by using them, XXXX now proposes that these same innovations be applied to all banking divisions, such as credit card, mortgage, brokerage, and loan departments. The XXXX Safe Call recommendations improve banking security, safety, proficiency, and customer satisfaction, and cost little to implement. There are no legitimate arguments to oppose these urgent telecommunication advancements and improvements Again : ATM CARDS UNSAFE FOR IDENTIFICATION AND SECURITY! ATM card identification requests encourage text messaging, and card reading while driving! ATM cards are obsolete and ineffective for security and should be replaced by modern identification security. Please read complete urgent XXXX research recommendations at : Safe Call http : //carsafe.org/safe-call.php Help Save Lives and Improve Banking Security! XXXX require fair market research compensation for use of this valuable research.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Kosciusko, MS

Other

Credit card:

Complaint: This company is reporting inaccurate information on all XXXX bureaus report. I have sent them a letter disputing it. The letter was sent by certified mail. They signed for it and even after the 30 days allowed for them to mark as disputed they failed to do so. They never marked as disputed nor did they validate it. They have violated the Fair Debt Collection Practices Act. I am trying to prevent legal action against them.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-13

Washington, DC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Every time I add a new person to online bill pay and send that new person a payment through online bill pay, CaptialOne360 locks my account until I call them on the phone. To call them on the phone, I have to wait on hold for more than an hour ( when this happened yesterday, I had to wait 1 hour and 11 minutes ). The effect is that, without warning, the bank unilaterally locks me out of account access, cutting off all access to my money, unless I wait hours on the phone. They also sent me a misleading and coercive email in which they threatened to close my account unless I called them. On the phone, when I asked them about their threatening to close the account, CapitaOne360 SAID AND FULLY ADMITTED THAT THEY DO NOT ACTUALLY CLOSE ACCOUNTS AND THAT THE EMAIL PURPOSEFULLY THREATENS TO CLOSE CUSTOMER ACCOUNTS IN ORDER TO COERCE CUSTOMERS TO CALL and waste hours of their time if a customer wants to get access back to the customer 's money, even though the bank will never actually close an account.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-13

NY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Please refer to my previous compaint Case number : XXXX ] where I wanted to transfer money to my parents for their medical needs in XXXX and saw an ad. about XXXX Pay so, I downloaded the XXXX Pay ( XXXX XXXX ) in my iPhone. Then made a call to XXXX XXXX to understand the process. I was told to add XXXX Pay as payee in my bank checking account and paid the money I wanted to transfer into the XXXX Pay. So, I paid {$620.00} from my Capital one 360 checking account to XXXX Pay and XXXX Pay received {$620.00} from checking account on XX/XX/2016. After making several calls and emails ; I was notified by XXXX XXXX Pay dispute escalation team that they can not find my {$620.00}. I have provided them with cancelled check for {$620.00}, XX/XX/XXXX and XX/XX/XXXX bank statements to prove that they have my {$620.00} but Western Union/WU Pay is unable to locate my money. When I brought up this matter with capital one 360 ; their inquiry concluded that they were instructed and provided the XXXX Pay address by me which is totally untrue. As a matter of fact I with the help with their cafe personal banker downloaded XXXX Pay icon from capital one 360 bank 's website to add as a payee in order to transfer {$620.00} electronically to XXXX Pay and they sent out a paper check instead. Everything was done using their website so, I did not have to provide them with XXXX Pay address. Bank claims that the address was entered manually which I had no knowledge of it and as a consumer I had to trust the banks 's rep. and website. I feel like scammed and neither XXXX Pay nor capital one wants to to take the responsibility and trying to escape from their responsibility. Please help!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Davis, CA

Privacy

Credit card:

Complaint: Capital One Bank returned a payment check made on our account because it was over the amount of the balance. According to both the cardholder agreement and a telephone conversation with Capital One Bank on XXXX/XXXX/2016 only balance transfers made online are required to be submitted for an amount at or below the balance due. This payment was made with a two-party check endorsed from our company to Capital One Bank. Instead of returning the check to our address on file, Capital One returned the check to the payor address listed on the face of the check along with a letter with account specific information ( email confirmation of details provided to third party attached ) including balance details. Providing this information to a third party without our express consent is a violation of both the Capital One cardholder agreement and federal law.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Allamuchy Twp, NJ

Billing disputes

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-13

Queens, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I 'm writing to complaint about my capital One Essential checking account ending # XXXX. Capital One offered me this promotion " open an Essential checking account and after XXXX mobile deposits, your account will receive a bonus credit of {$200.00} '' XX/XX/XXXX, I walked in Capital One branch located at XXXX XXXX and XXXX XXXX in XXXX on XXXX/XXXX/16 and Capital One reps confirmed this offer and opened the Essential checking account for me right on spot, I immediately deposited XXXX checks via Capital smartphone app, and Capital One reps confirmed I 'm already qualified for this bonus offer of {$200.00} - they told me there was nothing else I needed to do, I just need to wait for this credit to show up on my statement. I waited until XXXX/XXXX/16, no credit, I emailed capital One, no response. I waited until today XXXX/XXXX/16, still this bonus deposit was nowhere to be seen, thus I have to file this complain, as I feel Capital One stated the credit is automatic within 6 weeks, and 6 weeks had already passed. They only cared for customers when new customer walked in branch to open account, once we becomes customer, they no longer answers email requests, and totally ignores existing customers ' concern.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-13

Hialeah, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Patterson, MD

Credit card protection / Debt protection

Credit card:

Complaint: In XXXX 2015 Capital One Bank USA NA credit card balances were paid off by XXXX XXXX XXXX company in which I am paying them off in the form of a loan. The payments to the bank were considered a charge off and a zero balance exist yet they are still leaving negative comments on XXXX credit report bureaus. Because of the negative comments I am unable to get a loan or open a line of credit with my bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Brentwood, TN

APR or interest rate

Credit card:

Complaint: Capital One promised a low interest rate that was never honored and then increased interest rate over 24 %. I just want this predator deceptive Bank removed from XXXX, XXXX & XXXX or willing to share with Congressman XXXX XXXX and speak in XXXX, and discuss how Big Banks appear to be Untouchable!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Oak Grove, MO

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Capitol One Auto Finance sent me a statement due XXXX XXXX, 2016. I mailed a check tthem to make the XXXX XXXX payment. Two days ago I received another statement telling me my XXXX XXXX payment was due. I called Capital One Auto Finance to ask what was wrong. They explained that my previous XXXX XXXX payment had been applied to my principal, or some of it, they subtracted interest out of it. 1.Why did they apply my first XXXX XXXX payment as principal? 2. Since it was applied as principal, why was interest deducted from it? This has caused us to come up with another payment for XXXX XXXX, causing some financial disturbance. I was unable to get a straight answer from Capitol One Auto Finance.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Belott, TX

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Brooklyn, NY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt resulted from identity theft
Complaint: This Account Was Not Opened By Me This Is An Fraud Account
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Plymouth, FL

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: There is a car loan on my credit report that does n't belong to me. I 've contacted Capital One about it and nothing was done. I 'm considering seeking the help of a lawyer.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Albuquerque, NM

Delinquent account

Credit card:

Complaint: I have dispute various inaccurate reporting on my credit reports that were never resolved. I disputed some late reporting from Capital One Bank, XXXX, XXXX, XXXX and XXXX with these creditors themselves and also the XXXX major credit bureaus ( XXXX, XXXX and XXXX ) . The creditors violated the Federal Law by not sending me a mail 30 days after inserting the negative marks on my credit reports.I used the Law to call them on it but instead they only sent me a bunch of old statements that did not address the problem. Furthermore the credit bureaus told me they will not investigate these items anymore that the reporting was accurate.I also demanded they ( the credit bureaus ) send me the XXXX forwarded to the creditors and the AUD`s received back from the creditors and that never happened. All of them just flat out ignored my request. Also the answers I received violated the 30 days they were allowed to answer me back.They ( the creditors ) failed to prove they violated the Law and I believe they did not conduct any reasonable investigations. I need the CFPB to get in the bottom of it and make sure they abide by the Law.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-12

Laurel, NY

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-12

Franklin Lks, NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Houston, TX

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-12

South Holland, IL

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: No Timely Response

2016-10-12

Addison, IL

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: No Timely Response

2016-10-12

Nyc, NY

Forbearance / Workout plans

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Santa Monica, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: A fraudulent credit card account was opened in my name on XX/XX/2016, and I received a letter from Capital One stating they believed the account MAY be fraudulent. Ya think?! Clearly their vetting processes for applications are the worst. I called in immediately to tell them it was in fact a fraudulent account and the man I spoke with confirmed there were no transactions and the account would be flagged as fraud AND CLOSED. Fast forward 2 months later when I decide to pull my credit report to dispute some of the fraudulent inquiries, and the Capital One account was show as Open and Active on my credit report with a credit limit of {$2000.00}! So an account they knew was fraudulent and that I confirmed was fraud, was never actually closed. I called in again today to sort it out and the woman I spoke with was very nice, but I believe in part that was because they knew this was a huge mistake. She confirmed that the account was flagged as possible fraud, that their records showed all my phone calls were noted, and even that the last agent confirmed in his notes that the account would be closed, and it was NOT. She confirmed very honestly that the proper procedures were not followed and it was an error on their part. Fine, but now I have had a fraudulent account open in my name, affecting my credit score for 2+ months when it should have never shown up in the first place! Capital One should be put out of business. MY TIP : If you receive any letters indicating possible fraud, call immediately and ask to speak with fraud supervisor. Also get their name, employee ID and confirmation that a letter stating the closure of the account will be sent to you.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-12

FL

Forbearance / Workout plans

Credit card:

Complaint: I have two issues with Capital one. About a year and a half ago I had a hardship. I was a couple months behind on my payment. I have since got caught up. I have not missed a payment in over a year nor been late. This company promised to remove the late payments made two times on a recorded call. They did not honor their word. I called yesterday and requested an extinction do to hurricane XXXX. They were questioning me about what happened. I told them I am okay I did n't loose my house, although I have n't received my paycheck do to power outages and banks being down. I asked them to XXXX me until next week. The supervisor did n't care. He said NO sorry you have to pay your bill by XXXX/XXXX/XXXX. I do not feel either is correct. I have disputed the late payments with all major credit bureaus two times. I explained that to this supervisor. He said we do not do courtesy reporting as it is illegal. I explained to him the other two supervisors should n't have stated that as that is illegal to tell someone you will do something in regards to a hardship then go back on your word as that is discriminating. They are also charging me two interest fees, one for cash advance, and one for regular credit. I do not know if that is correct although I do pay my bills. They said I will continue to pay an extra interest on that cash advance until the card is completely paid off, I did the cash advance in XXXX. Please keep in mind I have n't missed a payment since my hardship. Best Regards, XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Alta, CA

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-12

Cocoa, FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: CAPITAL ONE BANK USA ACCOUNT NUMBERs : XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX Phone : XXXX ATTENTION TO DISPUTE DEPARTMENT : Dear Sir or Madam : I am a victim of identity theft. An identity thief used my personal information without my permission to open an account several account in my name this debt is not mine. I have enclosed proof of my identity and a copy of my Identity Theft Report. In accordance with the Fair Debt Collection Practices Act, I am asking you to stop collection proceedings against me and stop communicating with me about this debt, except as the Fair Credit Reporting Act allows. I also ask that you CAPITAL ONE BANK USA or any company associate with this account # XXXX and tell them the debt is the result of identity theft. I have enclosed a copy of the Federal Trade Commission 's police report Notice to Furnishers of Information. It explains your responsibilities under the Fair Credit Reporting Act ( FCRA ). The FCRA requires that debt collectors give an identity theft victim documents related to an account if the victim asks. Please send me copies of all records relating to the account, including : date account open all sign original contract including : Account applications made on paper, online, or by telephone Account statements or invoices Records of payment or charge slips Delivery addresses associated with the account Records of phone numbers used to activate or access the account Signatures on applications and accounts Investigators report Please send me a letter explaining what you have done to : CAPITAL ONE BANK USA or any company associate with this account that the debt is the result of identity theft Stop collection proceedings against me Stop reporting information about the debt to credit reporting companies Provide me with the records I request Thank you for your cooperation. Sincerely, XXXX, XXXX A SOC SEC # XXXX DOB XX/XX/XXXX ADDRESS XXXX XXXX, XXXX, XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response