CAPITAL ONE FINANCIAL CORPORATION

2016-10-05

Ridley Park, PA

Billing statement

Credit card:

Complaint: I had consolidated my debt into XXXX XXXX XXXX and completed my obligation to my debtors. Kohl 's credit card will not provide me proof of my payments made to them. They say the status of my account was closed for debt collection and they will not issue statements to me. How is that legally allowable? I made the payments yet they will not provide me receipts or statements. I have proof of my payments through the credit organization but no proof that Kohl 's applied those payments to the account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-05

Rockwell, NC

Other

Credit card:

Complaint: For inaccurate reporting and failing to properly investigate in the allowed time frame by the Fair Credit Reporting Act.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-05

Bremen, GA

Making/receiving payments, sending money

Bank account or service: Savings account

Complaint: Two days ago someone fraudulently stole {$2000.00} from my Capital One 360 account. It is now over 30 hours later I have yet to have a resolution. I have spent over 5 hours total on hold trying to reach their security department and have only spoken to one person who has informed me it may be another 2 days before " someone '' will call me and actually unlock my account for me. I have sent everything they asked and so far heard nothing in return. Meanwhile I have no access to my money and no way to contact anyone for a resolution. It 's an extremely scary situation and this bank should not be allowed to do business like this!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-05

Las Vegas, NV

Improper contact or sharing of info

Debt collection: I do not know

Talked to a third party about my debt
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-05

Long Beach, CA

Advertising and marketing

Credit card:

Complaint: Hello. I purchased a XXXX motorcycle from XXXX XXXX XXXX and upon the contract agreement was informed of a great offer through XXXX. I filled out the application and was given enough credit to purchase the Motorcycle and a very very wonderful Maintenance/ Warranty package. My payments were consistent yet for some reason after quite a few years and numerous phone conversations the contract I signed for purchase never seemed to drop the numbers down even though I followed the payment plans of my written contract. Upon inquiry with the shop I was made to understand that XXXX changed the terms the moment we purchased items such as the afore mentioned package. I have called XXXX many many times and they tell me each time a new story about my account and now that I have fallen upon hard times the vehicle I have been paying on for an excess of 3 years is still right around the written contract agreement with no hopes of it ever getting below that as I have fallen upon reduced earnings and have gotten behind in payments. I attempted to make an offer of cash to purchase the motorcycle and to attempt an arrangement for repayment of the purchases as these items were XXXX specifically separate entities and XXXX has denied my efforts still not being able to break down my credit card transactions and give me a pay off for this motorcycle. I have like I stated a written contract for this motorcycle as a separate purchase that is suppose to have a contract price of X amount of dollars yet this organization refuses to tell me what I need to pay for the pink slip as if it is never going to happen unless I pay off the credit card which originally had nothing to do with this purchase as I would never have agreed to such a ridiculous amount of interest for a cheap old motorcycle. I have XXXX charges on my statement XXXX of which is XXXX which I have no idea if it is merchandise or motorcycle, a XXXX line item which yet again I have no idea as to the actual product and a XXXX dollar line item that has been on my statement for years. I ask and I ask repeatedly and have done so numerous times as I stated earlier yet nobody can give me a straight answer. The Motorcycle sticker price was XXXX and the contract was for X amount of months yet again, when I ask the company about it they still state to get the pink slip I must pay an excess of XXXX. I have spoken to the dealership as I am a regular there and they have stopped allowing XXXX Credit cards to be used to purchase vehicles and even tried to help me refinance but XXXX has a tight grip and is not willing to release the title unless the entire balance is paid in full and since they change terms constantly according to their agents I am starting to believe that the 25 year XXXX $ estimate within at the current rate of payment which has nothing to do with the actual contract price anymore is my reality. I feel that XXXX has not only refused to consider there are financial issues now and then with their customers, they just do not care and would rather destroy my credit even though I paid them religiously for over 3 years. Can you help me?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-05

Orange, CA

Billing disputes

Credit card:

Complaint: I returned over {$80.00} worth of brand new merchandise at the beginning of XXXX. I have faxed in documentation of the return ... I have called several times with a promise of the account getting credited. To date, XX/XX/XXXX, I still show a balance for this amount on my credit card. A return to be credited to my account taking 2 months is beyond unacceptable. PLease help
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-05

Santa Ysabel, CA

Customer service / Customer relations

Credit card:

Complaint: In XXXX 2016 I had some fraudulent activity against my credit card. After contacting their fraud department, they attempted to remove the fraudulent activity from my card, but only removed part of it. After contacting them a second time, they successfully removed the rest. A month later I look at my account only to find out that someone put all the charges back on. One of their fraud agents saw they credited the card that was cancelled ( as well as the correct card ) and put the charges back on my current card, essentially putting all the bad charges back on. I have spent many hours on the phone, and they acknowledge the mistake, but over the last month and they have only removed part of the charges. I have spent over 5 hours on this and they keep telling me they will put someone on it to fix it, but every week, it 's still the same.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-04

Elmwood, LA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-04

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Berthoud, CO

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Manassas, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Rockingham, NC

Late fee

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-04

NJ

Billing disputes

Credit card:

Complaint: this is my favorite bank with favorite card but i am very concerned my issue which is veyr important to me is not handled appropriately. its a dispute of XXXX i have NEVER made a dispute in 11 years of excellent customership here but now i am and i am serious about seeing it through and getting refunded at least the XXXX if not the whole amount. I fear it is not being handled properly as evidenced by the stupid letters i sm receiving in the mail. On XXXX i paiud for my child to go to tennis camp 25 days. At that time i did not realize there was a NO refund policy. I know that does not matter.Well after 6 days of her crying every day without me being told by the camp despite calls every day asking finally on XXXX i pulled her out when someone honest told me about it. she was sitting there doing nothing as she had all day before that. First day i was told this. on XXXX i reached out teo them to use some of my credit on another seice since this was the first i was made aware that i had signed a no refund policy. Again would not have signed it had i not been rushing to sign to get my child in. in may.I had ben signed up for XXXX lesson until XXXX when the owner XXXX XXXX answered my emails by accusing me of breaking his contract he had no concern about why i had left, what had happened with my child only that i used the monies tha ti had purchased. no other concern except telling me it was MY PROBLEM if i did not come back. No refunds. he also told me XXXX XXXX that if i did not come back again he displsyed no interest in why i had left if i did not come back hewould re bill me. That was his ONLY concern. Certainly not what you would expect from someone dealing with a child and a service. i told him that day i was NOT coming back. based on his treatment and the uneasiness of the deception associated with the 6 days she did attend. he then rebilled me XXXX on XXXX after the summer ended seemingly with no understanding or wonership of the failed customer service. their position is Simply i signed something. it is that they offered me MULTIPLE opportunities to attend maybe they do not understand XXXX i was not attending after XXXX was lied to about my child when dhe did not attend and baically paid for her to sit out and do nothing XXXX i was treated as i was NOW i sent all the emails to Consumer affairs XXXX and capital one. EVeryone agrees with me.I know i signed the contract but telling me in this instance to ask for a merchant refund is riiculous. absolutely ridiculous. I want a refund.go to the merchant and say NO service, poor Customer service but stick up for me properly after 11 years. I can not believe what i have endured. ask yourself would you return??? I will NEVER again rush to sign something. i want at least my XXXX back if not the entire emoaunt. Go to it please NO EXCUSES designed to XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

River Forest, IL

Transaction issue

Credit card:

Complaint: We have CapitalOne credit card line for {$1000.00} for me XXXX XXXX and my wife XXXX XXXX since XXXX 2016 ( XXXX ). Voluntarily using the credit card agreement they change the processing times with account information from XXXX XXXX XXXX setting up different payment dates and processing times intentionally damaging our family budget and credit worthiness. I have already filed complaint with Consumer Protection Bureau Illinois Attorney General against Capital One. XXXX XXXX XXXX already tempted us out to file bankruptcy because they did not report repayment of {$15000.00} debt and I reported that to Federal Trade Commission. Bankruptcy discharge order and bankruptcy case enclosed. All XXXX XXXX XXXX accounts went under bankruptcy with " XXXX '' balances ( bankruptcy case XXXX in United States Bankruptcy XXXX XXXX XXXX of Illinois ). I am looking forward to you stop intentional financial sabotage by these XXXX financial institutions and stop organized harassment of our family CapitalOne and XXXX XXXX XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-04

PA

Other

Credit card:

Complaint: I have a Capital One credit card and decided to download their app onto my smartphone. After downloading it, the institution asked for permission to access my telephone book as well as the pictures stored on my phone. I called Capital One and spoke with their Tech Support department and told them that asking for this information to get access to their app is a total invasion of my privacy as well as being none of their XXXX business. I was told that 's the only way to have access to their app. Capital One should be brought to task about this for the aforementioned reasons and redesign their app ASAP so users do NOT have to disclose this type of personal information
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Norfolk, VA

Taking/threatening an illegal action

Debt collection: Credit card

Sued where didn't live/sign for debt
Complaint: After moving, we got behind on paying credit card. XX/XX/2016, contacted Capital One regarding past due debt XXXX ; we wanted to make payment. They transferred my call to a " lawyer '', who was far from professional. Name was XXXX XXXX XXXX. He stated that he would accept {$1900.00} settlement if I gave him our account information immediately. I told him that I would not be giving anyone access to my account. He said he could not help me without account info. On XX/XX/2016, we made an appointment with our attorney. He contacted Capital One & was also transferred to a " lawyer ''. The situation was explained to her & she stated that the first lawyer was incorrect in his information ... that they could not take any payment from us because we had moved to another state. She said she would have to send us information. Our attorney said to wait for information. We never got any information ... its now XX/XX/XXXX. We want to pay this credit card balance & have it reflect as paid on our credit report. At this point, we have no idea what to do to get a settlement in writing so we can take care of this situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

MT

Customer service / Customer relations

Credit card:

Complaint: I have been a good customer of Capital One credit cards for four years. I also bought and paid for XXXX cars through Capital One bank. I have never once been so much as late on one payment. Recently, they asked me to switch to a new credit card called the Quicksilver. I switched, and the day I activated the new card they froze it and stated that they had concerns with my identity. I verified my account to them and they still would not tell me what they wanted. When I called customer service, they indicated that they would be sending me an email that explained things but would not tell me again what the problem was. I asked for a supervisor, they gave me one, who again would not tell me what the issue was or what the problem was. Again zero resolution and the service agent just kept talking over the top of me and telling me " what Capital One was going to do. '' So I said I wanted another supervisor, and he told me I would have to have one call me back in 72 hours, so I told him I wanted a supervisor and I would wait for one. This bank offers its customers the worst treatment of all time. They treated me like a criminal. What is worse is they indicated that although they have concerns about who I am they will still send me a bill, which I can then pay out of my bank account. So I told him I wanted to pay off the card, bring it to a XXXX balance, and then keep it open but never use it again. They said they would not process the charges. At this point I need your agency 's help to resolve this issue and no longer desire to speak to Capital One without your help.
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-10-04

NJ

Disclosure verification of debt

Debt collection: Credit card

Right to dispute notice not received
Complaint: I closed the credit card account and left the country. I lived in XXXX for the next 5 years and come back to realise that I have debt.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Sangerville, ME

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Seligman, AZ

Billing disputes

Credit card:

Complaint: In a letter dated XXXX XXXX, 2016 attached in its response to CFPB Case No. : XXXX ( attached to this complaint ), Capital One states, " After reviewing your account, we confirmed that this is a valid debt. '' Since the court judgment in my favor and against Capital One adjudicated the alleged debt it is unclear what the basis is for Capital One 's statement on the validity of the debt. In my reply to that dispute, I requested that Capital One provide me any evidence they have of the allegedly " valid debt ''. Since it has been two weeks without any response from Capital One, I am filing this complaint to again request this evidence of a " valid debt ''. Again my mailing address is : XXXX XXXX XXXX XXXX, AZ XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-04

Los Angeles, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Chicago, IL

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Main Office, VA

Money was not available when promised

Money transfers: Domestic (US) money transfer

Complaint: I have linked an external bank account with my Capital One account. During that process I had to verify the external account through Capital One by trial deposit, which was successful, I also made a few transfers with no delay. On XXXX I initiated a transfer of {$1000.00} from Capital One to the external account. I received a confirmation that it would be completed by XXXX. Shortly after I received a call and an email from Capital One regarding the transfer. The email informed that my external transfer had been suspended. I immediately called Capital One to rectify the issue. I spoke with an agent that told me there was no longer a suspension on the account and the funds would be available to me on XXXX. On this date the funds were not available and I called them back. At this time I was informed the funds would be available to me on XXXX. This also did not happen. I called again and was told that everything was fine. Later I was told that the transfer had been reversed. I called again and spoke with an agent and a supervisor asking why the transfer wasnt processed and was told, I hadnt called in time for the fraud dpt to verify the account. By this time I had called at least 4 times. I asked the supervisor if he would be able to expedite the transfer because at this time I was receiving bounce check fees from the other bank. He told me he couldnt and I would have to reschedule the transfer. What he hadnt told me was that Capital One had removed my external accounts from my profile which made it impossible to schedule a transfer. During the call in which I spoke with a manager I asked to have a letter written on my behalf from Capital One explaining this was a bank error and that they refund me the fees I was charged from the external account. He told me he would have to escalate the situation and upon review of the previous recorded calls they would make a determination. I received a call from their escalations team in which I was told there would be no refund or letter. I asked the agent if the previous calls were pulled and taken into consideration before the decision. She informed me the decision was made based on agent notes and the calls were not pulled. I have made every possible attempt to have this transfer processed in the timeframe the bank promised. I have called almost every day of the week of this transfer to rectify and was not told until after the date the bank promised that there was still an ongoing issue. I called specifically requesting to speak with the fraud dpt and was assured that there was no need to do so. Capital One has failed to provide a reasonable explanation as to why their agents were unable to identify that there was an ongoing issue or that the external accounts were removed from my profile when a supervisor instructed me to reschedule the transfer. This has caused me undue stress, aggravation, time spent trying to resolve and now my financial reputation is being tarnished at my new financial institution with no offer for correction on my behalf from Capital One as they have dropped the ball and expect me to pick up the fees and unwanted negative standing with my new bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Ponte Vedra, FL

Transaction issue

Credit card:

Complaint: I have several Kohl 's cash I have been trying to use because they expire on XXXX/XXXX/2016 ; XXXX/XXXX/2016 ; XXXX/XXXX/2016. I have been billed on my Kohl 's Capital One credit card {$9.00} for order # XXXX ; another {$9.00} for order # XXXX ; and yet another {$24.00} for order # XXXX. I received an email from Kohl 's representative XXXX XXXX XXXX stating " XXXX, I have verified that your order was cancelled due to information mismatch ''. Consequently, we re-entered the information correctly so there was no " mismatch ''. Still ca n't get the order processed before the Kohl 's cash expires. Very frustrating. Have over {$100.00} of Kohl 's cash that needs to be used.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Danvers, MA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response