CAPITAL ONE FINANCIAL CORPORATION

2016-09-16

Palm Desert, CA

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

King Of Prussia, PA

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Fort Stockton, TX

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: Yes Timely Response

2016-09-16

August F. Haw, CA

Transaction issue

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-16

Bremen, GA

Privacy

Credit card:

Complaint: On XXXX XXXX I started getting emails from CapitalOne regarding someone else 's credit cards. On that day it was thanking the individual ( later identified as XXXX XXXX XXXX ) for updating his/her email address. The address that was entered was my business address. Since then, I have continued to get 16 additional emails despite my reporting the problem twice by telephone, and by returning EVERY email to " XXXXXXXXXXXX '' -- including sometimes actually explaining why I was sending it back. Some days I tried to send it back as much as 9 times just to see if I could get someone to pay attention. Despite all my efforts, I am still getting these financial emails for SOMEONE ELSE! I am being informed what the balance is on XXXX of the XXXX credit cards. I am informed when a payment is scheduled. I am informed when one is due. He/She must be pretty upset that they are n't receiving their email notifications. I know that technically, I could ask to reset my ( XXXX 's ) password, and then look up this person 's address and then contact them to explain what 's happening, however, I do not want to get in trouble for a situation I did n't create. In fact, I have gone over and above what most people would have done in trying to make sure that CapitalOne contacts XXXX XXXX XXXX and has him/her update their email address to their REAL email address.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Chandler, AZ

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-09-16

Lynchburg, VA

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-16

Federal Way, WA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: My elderly father was a victim of fraud and financial manipulation by a timeshare company in XXXX. He lost {$150000.00} by sending a XXXX separate wires to XXXX believing he was selling his timeshare. He subsequently took a trip to XXXX and was told by the timeshare company that if he upgraded his timeshare for {$50000.00}, that he could sell it within three years for {>= $1,000,000}. He used XXXX credit cards ( XXXX and XXXX XXXX ) for a down payment of {$24000.00}. Once this was discovered, we put a halt to the payment. The credit card companies are demanding payment. I have claimed fraud and financial manipulation of an XXXX person, which is against the law in our state, but it does n't seem to matter. The credit card company is supporting the fraud and manipulation. We do n't know where to go for help. There does not seem to be any resource that helps XXXX victims of fraud. ANY direction that you could point us to would be very helpful. As his son, I have my fathers POA and can act on his behalf.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Chattanooga, TN

Billing disputes

Credit card:

Complaint: Was in XXXX in a tour that turned out to be pressure sales tactic. The guide in the middle of our drive, say that if we do n't buy anything, she 'll will charge us {$600.00}. This was not an option as we were under their supervision in a van where we did n't know where we were. I figured since we were held hostage, the only way to get out was to pay her using a credit card, then afterward called the CC company to not authorize the charges, XXXX for {$590.00} and XXXX for {$3000.00}. So when I contacted CapitalOne and told them that I did n't authorize the charges they put my request in the their Fraud Department, who basically said that since I signed the transactions I have to pay. When I tried to tell them I was under duress, that I could n't do much in that situation, they refused to listen. So they basically pushed the transactions back to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Brooklyn, NY

Closing/Cancelling account

Credit card:

Complaint: Since XX/XX/XXXX, I have maintained an account with Capital One with whom I have XXXX credit cards. I have had no returned payments in that time. I recently moved to New York and opened a XXXX account as XXXX does not have any branches in New York. On XXXX/XXXX/XXXX, I attempted to put my new bank account information into Capital One 's website, intending to pay the full balance of {$2400.00}. Using the bottom of a check, I entered the routing number and account number. The account information was " verified '' ( that is, it accepted it input ) and I submitted the payment. I was given a confirmation number accepting the payment. I received emails that my account was " linked '' and that my payment was scheduled. On XXXX/XXXX/XXXX, I received emails that my payment had been returned by XXXX because of an " invalid account number ''. I was on my way to school and did n't have time to deal with the issue just then but that afternoon I attempted to speak with both XXXX and Capital One regarding the payment return and the invalid account number. I noticed also that my account had been closed. After over 4 hours on the phone, I ascertained from XXXX ( on a three-way call that included a representative from Capital One ) that I had the proper account number and routing number. Frustratingly, neither XXXX nor Capital One were willing or able to tell me the exact nature of the error. XXXX refused to provide me with any documentation of a requested and returned payment. They repeatedly accessed my account and informed me that no payment was made and so they had no record of a returned payment. I attempted to inform them that naturally there would be reflected in my account no returned payment as the payment was requested from an invalid account number. They did not seem to understand this and when I requested to speak with someone in an accounting or compliance role who might have a record of a returned payment, they refused to connect me. Capital One was only slightly more helpful. They requested documentation from XXXX of the returned payment ( see the previous paragraph ), stating that absent documentation of bank error or fraud, they could not reinstate my account. I spoke with an account manager, XXXX, around XXXX who told me that she was escalating my complaint to a review committee who would make a determination about whether or not my account could be reinstated and that I could expect to hear from them the week of XXXX/XXXX/XXXX. I did not hear from them in that time period. During that time, I realized that I had probably mistakenly mistyped my account number on Capital One 's website adding, directly from the bottom of my checkbook, a " XXXX '' to the beginning. I am not certain of this as I have not been given documentation of my error. On XXXX/XXXX/XXXX, I called Capital One re. the status of my request. I told them that I had probably mistakenly mistyped my account number. I was connected with an account manager who said that the review committee had declined to reopen my account, that they had adopted a strict rule re. returned payments and that a returned payment, regardless of one 's payment history or the circumstances of the return, would result in permanent account closure. I was told that all decisions were final, that the review committee did not hear further appeals, that I would be given no documentation of the decision and that I was ineligible to ever apply for another card. I am concerned that I have had my account closed a ) without documentation of exactly what went wrong, b ) without opportunity to correct the mistake before account closure, c ) without a meaningful opportunity to appeal closure, d ) without consideration of the nature of the returned payment, and e ) in a way that negatively affects my credit and, as a future attorney, has consequences re. my prospects of bar admission.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-16

Brentwood, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This follows from case # XXXX, submitted and reviewed by Capital One with partial remediation. I am filing this complaint as an extension of # XXXX, for while the issue that originated the complaint was partially addressed with the return of my closing costs, the outstanding issue of the monthly mortgage payment owing to the mistake Capital One acknowledged in their correspondence to me remains. # XXXX deals with the fact that my escrow account was underfunded owing to the fact that Capital One " accidentally '' did not collect city taxes for escrow. I dispute this claim, for the mortgage vetting process is extensive and highly reviewed, specially in recent years. Missing a standard piece of the process, e.g. one of the taxes to collect for escrow, is almost incomprehensible. The documents are reviewed so many times, as I have seen both as a consumer and participation in mortgage origination, that actually missing this detail would be sufficient for federal penalty. Following Capital One acknowledging this " error '', I was refunded my closing costs. A second practice ensued. I was immediately enrolled in an option to spread the payments of the remaining escrow balance over 60 months. Had I not paid attention to this item and paid off the escrow with the money returned to me by Capital One, I would have actually paid out roughly {$4000.00} over the life of this arrangement beyond the actual value of the escrow amount. This is an issue that I believe deserves federal review, as it attempts to make money off the consumer while seeming to help. This is especially onerous, given that fault was acknowledged, and Capital One still attempted to make money off of me. I called the escrow office, and I avoided this trap by paying the escrow. I was told by the representative that this would drop my payment back down, as I had effectively pre-funded the account. I called back the Office of the President, specifically XXXX XXXX, the original representative who contacted me, when I discovered that my monthly payment had in fact not gone down. I was told that it would not reduce. When I complained that this means the original problem still remains, given that I was now paying at least {$50.00} / month extra for the life of the loan, more than the final amount given to me at the point of closing the loan, she told me she would escalate the issue. My complaint now stands that I was offered a load with an artifically low amount per month to " close the deal '' at closing, and once my business was ensured by contract, Capital One now refuses to respond to the full complaint, relying upon my fatigue in attempting to deal with this issue while it is " escalated ''. I will include sample notes of one attempt at communciation on this subject demonstrating how Capital One has continued to provide no details and any contact I have had from Capital One has mysteriously come at the very end of the day, and once I call back, people are either almost immediately " out of the office '' or in once case " on vacation ''. This last experience was particularlly odd, given that the individual in question asked me on a Friday to call the following Monday, but she was then out all week. When I attempted to contact a person referenced on her voicemail as being able to help, he consistently contacted me at the close of the day, and I never was able to talk to him, even when I called back at times given by him on which to communicate. A final note : I was told in calling back after not being able to talk to anyone, asking if I can talk to the complaint department. I was told " you can not make a complaint, because it is being reviewed above the complaint department ''. Effectively, Capital One has adopted a policy of continued " escalation '' to avoid remediation or larger review.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

TX

Managing the loan or lease

Consumer Loan: Vehicle lease

Complaint: On XX/XX/XXXX Capital One auto finance illegally took a payment out of my bank account.The payment was scheduled for Fri XX/XX/2016.And the agent put in the date for XX/XX/2016. It has caused all of my bills to bounce and my account is overdrawn.I have spoken to XXXX the account resolution specialists.And they want me to fill out a refund form and fax it back and do all of these things that we are not responsible for.The agent did pull the call and did verify that we did indeed request the payment to be scheduled for XX/XX/XXXX. and not XX/XX/XXXX. They are having a hard time putting the money back into the account.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-09-16

Norwalk, CA

Credit card protection / Debt protection

Credit card:

Complaint: In response to Capital Ones ' solicitation letter for home refinancing, I called them up and asked loan programs they have. I expressed my interest in one of the programs and asked them to send the application. They asked my credit card number to proceed. I hesitated to give, but agent said " no charge '', " no charge '' " no charge ' number of times. Since I did n't sign the application yet, I assumed it will be O.K. with such a big company, so I gave them my card number. Next day I receive application forms. But before I sign I received a better offer from another company, so I cancelled the application to Capital Ones the next day. However, when I received my credit card statement later on, I found they charged {$450.00} commitment fee which I can not accept. At no point the agent made me understand that just giving the credit card number is an acceptance of the offer and I am subject to any commitment fee. Who would accept that kind of offer in the world unless the person is a stupid or crazy. I think this is a typical example of credit card abuse or cheating to an innocent customer. I think U.S. is lawful country and I sincerely hope you would help me to resolve this kind of nonsense.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Portland, OR

Billing disputes

Credit card:

Complaint: Simply stated, " if there is no late payment, then there can be no late fee! '' Here are the facts : 1. the credit card company is charging me several late fees from XXXX XXXX tho XXXX XXXX 2. there were no late payments 3.I mistakenly made XXXX monthly payments in one month, the company did not initially credit XXXX of the payments to the following billing cycle as I had intended it to do. 4. viewing on line my payment statements, transaction activity, and activity for this company all indicate equal payments of {$25.00} for the period under dispute 5. my own bank records verify, except for the double payment, that each month a {$25.00} payment was made from XXXX through XXXX XXXX 6. the company has made some adjustments, but continues to bill for late fees and now has the minimum payment for XXXX XXXX at {$100.00}, rather than the usual {$25.00} per month 7. I am a senior on a fix Social Security monthly income and can not afford such an increase in a monthly payment. It is a struggle to make ends meet as it is 8. I have talked to numerous representatives and supervisors who all miss the critical point that even according to their records, there is no late payment, thus no late fee charges 9. I have finally sent them a letter stating that if this issue isnt resolved to my satisfaction by XXXX XXXX, XXXX by XXXX I shall " walk away '' from the balance owing and will not respond to any of their attempts to collect any sums of money. I own nothing from which they can collect! I welcome your further inquiry regarding this issue. I sincerely hope you are able to show this company the error of their " best business practice ''. Simply because I was using good money practices by submitting XXXX payments at once, I should not be penalized with " past due fees '' when the company 's own records clearly display no late payments!
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-09-15

Huntsville, AL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

Sandy Hook, MO

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

Baltimore, MD

Rewards

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

San Francisco, CA

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

Houston, TX

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I contacted Capital One Bank 's customer care handling credit card payments on Wed., XXXX XXXX, 2016 at XXXX XXXX. as soon as I arrived home from work. Payment due then and I wanted to submit my first payment. Bank had closed and I went online chat to make payment. The customer service person stayed away from the phone so long that I sent chat asking if she were assisting another customer. Once she returned she said another department would assist me. It was XXXX XXXX. then XXXX where I reside ( XXXX, Texas ). A guy came on line and when I told him that I wanted to make my payment, he also took awhile to return to chat at XXXX XXXX saying what I already knew -- my payment due today. He continued saying that since it was after XXXX XXXX my payment is officially recorded as being late! I informed him that it was slightly passed XXXX XXXX my time, but he did not care. I told him that I would take this matter before CFPB. This morning, XXXX XXXX, I visited Capital One Bank to speak to the manager at XXXX but he had not arrived and they were short on staff. I had to get to my job and waited as long as I could but it was just taking too long.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

NJ

Billing disputes

Credit card:

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 60 days past due as of XXXX 2010, XXXX 2010 30 days past due as of XXXX 2010 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

Stevenson, MD

Billing statement

Credit card:

Complaint: Capital one reported me as 30 days late for a XXXX XXXX payment which is the only late payment that I have ever been reported on in the 4 years I have had the card and I disagree with this reported late payment. I have not been receiving my bills through the mail on a regular basis every now and then i do revieve a bill in the mail .do to me not recieving my bill regularly have been calling and making phone payments through capital ones phone services. The recording indicated that my payment for XXXX was due on XX/XX/XXXX so I waited till XX/XX/XXXX to make a {$500.00} dollar payment to XX/XX/XXXX payment and XX/XX/XXXX payment ahead of time and remainder towards principle. By making it on XX/XX/XXXX I thought it would cover my next month payment which I have done in the past and the system has accepted both payments crediting both months.By me not getting my bills in the mail on a regular basis I have only been able to determine my cycle through what their customer service line supplies me with which is due date of the XXXX each month. I called to resolve this issue with them and was told I signed up for paperless which is not true. I do not use the Internet especially for credit cards or for payments which my account should show that all payments have been made over the phone. When I asked them the history of the loggin they could n't give me a date other then the initial date which they said was XX/XX/XXXX which I 'm positive I did not sign up for paperless. I 've have spoke to several supervisors and it seems they are reading notes of the previous person I 've spoke to and no one 's making efforts to rectify there error which has miss led me and subsequently has caused damage to my credit score which renders refinancing my house ineffective before this happened my credit score would have been able to get my refinancing done which would save me and my family thousands of dollars a year.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

Knoxville, TN

Disclosure verification of debt

Debt collection: Credit card

Not disclosed as an attempt to collect
Complaint: I just find out that one of my account was put in collection without my knowledge or notification. I received collections calls on my cell any hours of the day and want this calls to stop immediately. They trying to scare me and intimidates me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

Colo Spgs, CO

Other

Credit card:

Complaint: phone number XXXX calling early morning around XXXX. thought there was a law that collection calls can not be made before a certain time.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-15

Knoxville, TN

Disclosure verification of debt

Debt collection: Credit card

Not disclosed as an attempt to collect
Complaint: I just find out that I have an account in collection without my knowledge and also received some collection calls on my cell every hour of the days. I am getting treated and intimidate by this calls. I already filed one time for Bankruptcy and I regret it. I do n't want to have to contact an attorney and filed a complaint about this calls.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

ME

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Complaint: I 'm getting aprox XXXX calls per day, seven days per week from Capital One Bank. It 's for a $ XXXX debt they knew I could n't afford, but being the loan sharks they are knew I would bite, and did out of desperation at the time. I 've been consolidating my debts recently with a local nonprofit firm and every one of my debtsXXXX XXXX, but Capital One was willing to participate in the program. I think Capital One figures their malicious scare tactics and plain and simple harassment will gross them more in return. I honestly do n't know how a " business '' like Capital One is allowed to practice legally in our country. It truly astonishes me ...
Company Response: Closed with non-monetary relief

Disputed: No Timely Response