CAPITAL ONE FINANCIAL CORPORATION

2016-09-21

NJ

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I have been an established customer of Capitol One Bank in XXXX XXXX, NJ. My original interest rate on my account was 1.09 %. Without my knowledge, the bank dropped the rate to .10 % After speaking with XXXX XXXX, she said no problem, I have a lot of customers who complained about the same thing. All you have to do is bring new money in to the bank, open a checking account, and the rate will return to 1.09 % So I presented a check in the amount of {$230000.00} and wanted to proceed with what I was promised. The new manager XXXX XXXX asked me what I am going to use the checking account for and I said some small deposits here and there. He gave me a strange look that made me feel embarrassed, uncomfortable, and like a criminal. Then he refused to open the account. I feel I was discriminated against and was given no reason as to the denial of the account opening. I even escalated to Capitol One corporate. XXXX contacted me and said it is in the rights of the branch manager to decline opening an account. She did however take down more facts about what transpired. Keep in mind their was no heated conversation or bad language. How is it that the bank allows this for some customers and not others? Is it my last name? What is the criteria? I thought ll customers should be treated equally. I am still hurt, puzzled, and felt belittled that day inside of the branch. I feel I deserve an explanation. Thank you, XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-21

Camp Springs, MD

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-21

Surgoinsville, TN

Billing disputes

Credit card:

Complaint: Capital one is re-billing me for charges that I did not make.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-21

Berkeley, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I had dinner with a friend of mine several weeks back. He told me about the XXXX XXXX XXXX account with Capital One. I went to their site and applied online for a XXXX XXXX XXXX account sometime on or about XXXX XXXX, 2016. I am starting my management consulting business. It is now XXXX XXXX, 2016, and while I have online access to the account, I have yet to receive any documents to actually be able to move money into or draw from the account. I 've spoken with several people at Capital One, and each time, I am told to wait " 1 or 2 business days '' for a response. I have yet to receive anything. The last time I called I spoke with a Capital One associate named XXXX and she told me that there was a restriction on my account. I asked her why, and her response was that it was a " one off. '' It is my contention that the restriction they currently have on this account is exceptional and outside of Capital One 's own protocol and policies. I would like the CFPB to look into this matter. Thank you, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Ehrhardt, SC

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: On XXXX/XXXX/16 I received a couple e-mails from Kohl 's stating that my account had been updated and an order placed. I, nor the other card holder had done neither. When I opened the emails, I found that someone had not only changed the name on my account but also the address. Within an hour of these events happening, I called the Kohl 's credit card customer service number provided on the card. After an exhaustive explanation, I was told the cards would be closed, new cards issued, they would try to stop the order and they would investigate. I continued to receive emails that the order was shipped XXXX XXXX/XXXX/16 XXXX, delivered XXXX XXXX/XXXX/16 XXXX, and, no surprise- a refund had been processed XXXX XXXX/XXXX/16 XXXX. I 'm surprised that these events took place even with me notifying them within ONE hour of the changes made on my account. ***How can a name and address be changed on an account and an order immediately placed and no safety measures in place to alert for fraud and protect me as a consumer and themselves as a company? *** As bad as this seems, I received and activated my new cards and on XXXX/XXXX/16 attempted to make a purchase that would not process. I placed a call to customer service and was told that I could not use the cards due to fraudulent activity. I stated that the fraud was on the original cards but that these were new cards. She stated that the new cards were also flagged for fraud and could not be used. I told her that since Kohl 's can NOT protect my information to close the account. I have been a card holder for 10+ years and so I 'm aware that my credit may take a small hit but it will be so worth it versus entrusting my information to this organization. Upon closer inspection with the original and new cards, it appears that the account is the same on all XXXX cards. It appears that Kohl 's simply issued XXXX new cards in the original account with last XXXX numbers being different. SO, I guess the original account was really never closed as I was told would happen. And so again, how did Kohl 's protect my information? And why was the account not closed? As a consolation, I received a letter from Kohl 's dated XXXX/XXXX/16 that states I am not responsible for fraudulent charge. I guess it was just divine intervention that I attempted to use the newly issued card to XXXX that the new cards issued were just extensions to the original account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Winnsboro, LA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: This company is still reporting a account on my file after i been notified that i have been a victim of identity theft and that i have all the necessary paperwork filed and police reports to support my claim. I 'm in the process of getting a mortgage and this account is hurting me and it is being listed as bankruptcy. I also have a fraudulent bankruptcy filing that I 'm working with the courts and the government to get that issue rectified. I have been dealing with this issue for years now with all my personal information being stolen such as social security number, address, DOB, phone numbers opened under my name and bank accounts opened under my name. I request this company remove my name and social from this account immediately and mark it as fraud so if i choose to do business with this company in the future this issue wo n't stop me. I have attached my police reports and FTC fraud identity theft affidavit which has a letter from the government showing that my identity was stolen in a cyber hack also.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

MI

Billing disputes

Credit card:

Complaint: I have a XXXX BIG card and made my payment when I got paid, the payment posted on XXXX/XXXX/2016. On XXXX/XXXX/2016 I received a warning email that I had not made a payment on the card and if I did not make a payment by XXXX/XXXX/2016 I would be assessed a late fee. I contacted the card company which seems to be Capital One and they stated that they close a cycle on the 3rd and do not count payments made previous to that as part of the payment cycle. This feels like a predatory practice designed to incur late fees and harm consumers that are on a fixed income.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-09-21

TX

Advertising and marketing

Credit card:

Complaint: I am upset with Capital One and all other credit cards that promote a % return on what is spent on the card. These customers are not saving but rather running up their credit card debt. The % return only really lowers the high credit card interest rate by a miniscule amount. People do not understand this obviously.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-21

Denver, CO

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Ponte Vedra, FL

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Kissimmee, FL

Improper contact or sharing of info

Debt collection: Credit card

Talked to a third party about my debt
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-21

Allenwood, NJ

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: A true personal story : I was a Capital One cardholder for some time and I paid my bills in a timely manner. Then my Capital One account got hacked and someone ordered a card to a different address and was making purchases with my card and paying with my bank account that was pegged to my capital one credit card account. I called capital one and they were very callous about it and they told me to just change my password and they will send me out new cards. Lo and behold a couple of weeks does n't go by and I notice charges appearing that were n't mine. So after investigating I realized that this same hacker must have hacked again and ordered a new card and was spending once again. Oh you bet he did but this time he got smart and attached someone else 's bank account to the account ( a XXXX XXXX XXXX account ) and was paying for the purchases with this party 's bank account. This " hacker '' also started withdrawing money from ATM machines all over NY. I called capital one and again they were not forthcoming even blaming me, like it was my fault! Instead of commencing an investigation as to how my account was being hacked, they just told me to change my password and sent out new cards. I also spoke to the fraud department dozens of times ( each time took 30+ minutes ) and told them to please make sure my account is credited for all the unauthorized ATM withdrawals and charges. Capital NEVER credited me those charges. I never ever experienced more horrific customer service then my 6 month misery with capital one. They only wanted to sweep it under a rug that they were hacked. Capital NEVER credited me those charges. So I refused to pay my bill. I told them I will pay when they remove those charges. So they gave me the run around and sent me to other " departments '' but never ended up crediting those charges. I refused to pay and this went to superior court and I was n't going to start paying lawyers and never challenged it and lost by not showing up. Capital One has garnished money from my account on XXXX separate occasions also incurring me overdraft charges and bounced checks because I never got a heads up when the money was going to be withdrawn. But those were the least of my problems. The guy who hacked in managed to get all my info and so began my fun 2 years of identity theft. I have detailed very quickly a very unenjoyable episode to say the least. It has cost me so much time, money and effort.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

San Gabriel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I had a mortgage through Capital One Home Loans. I recently refinanced and the balanced was paid in full. Capital One has refused to send me the balance of my escrow account of nearly {$1000.00}. I have called several times and they just blow me off and say they will eventually. It has been over three weeks. If I did n't pay my mortgage within 15 days, I was assessed a late fee ( although I never was, because I pay my XXXX bills on time ). Why should Capital One not be subject to the same requirement?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-20

Syracuse, NY

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Dockweiler, CA

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-20

Ropesville, TX

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Bethesda, MD

Rewards

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-20

Skanawan, WI

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Jamaica, NY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Harsens Is, MI

Closing/Cancelling account

Credit card:

Complaint: I had what I believed to be a joint account with Capital One with my ex-husband. The account was opened in XXXX ( by me and using my e-mail address ) and the current credit line was {$11000.00}. We divorced in XXXX and I have been making the payments on the account since that time. The bills come to the house that I own and all payments have been made from my individual checking account. My name is on the bills ; was on any transfer checks that were sent ; and the account appears on my credit report. My ex-husband decided to cancel the account on XXXX XXXX and was able to do so without my knowledge or consent. Capital One is saying that he is the primary cardholder and has the right to do that. This does n't seem fair as I am the one that has made all of the payments for the last 10 years and the one that made sure each of those payments was made on time for the last 16 years. It appears discriminatory to me that my 16 year credit history can be wiped out as well as the {$11000.00} of available credit being taken away from me without my knowledge and without any options for saving my record being offered to me by Capital One. I have called multiple times and written XXXX letters to no avail.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-20

Arbutus, MD

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Cockrell Hill, TX

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Tallahassee, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-20

Bremen, GA

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Complaint: Kohl 's department store continues to contact me numerous times each day, and no matter what they leave voicemails that repeatedly disclose that they are trying to get a hold of me.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-20

Detroit, MI

Application processing delay

Credit card:

Complaint: I APPLIED FOR A CREDIT CARD ONLINE, ON OR AROUND XX/XX/2016. I WAS TOLD I WAS APPROVED FOR A CREDIT CARD AND WOULD MUCH LIKE TO DO BUSINESS WITH THIS COMPANY. I HAVE CONTACTED THE COMPANY DIRECTLY AND VERIFIED MY IDENTITY, DUE TO AN ALERT ON MY CREDIT. AS OF XX/XX/2016, I HAVE HAD THE ALERT REMOVED FROM MY CREDIT FILES, TO AVOID ANY HINDERING OF THE APPROVAL OF MY CREDIT CARD APPLICATIONS. I HAVE TRIED CONTACTING THE COMPANY AGAIN OVER THE PHONE, BUT TO NO AVAIL. MY CREDIT SCORE RANGES BETWEEN XXXX AND ABOVE. ONCE AGAIN I HAVE PROVIDED MY PERSONAL INFORMATION, INCLUDING NAME, SS #, DOB, AND ADDRESS, TO THE COMPANY VIA PHONE.
Company Response: Closed with explanation

Disputed: Yes Timely Response