CAPITAL ONE FINANCIAL CORPORATION

2016-09-13

Ridley Park, PA

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-13

Marietta, GA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-13

Goodlettsville, TN

Privacy

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-12

Soquel, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Blue Springs, MO

Customer service / Customer relations

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-12

Blackbird, DE

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-09-12

Lawrence, NJ

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-12

Tarzana, CA

Closing/Cancelling account

Credit card:

Complaint: Fall of XXXX, I applied and received XXXX Capital One credit cards. Less than a week after they arrived, I was contacted by Capital One to notify me of an internal breach and that new cards will be issued. The new cards were received and I began to use them for my XXXX businesses. XXXX XXXX, I was contacted by a collection agency asking for payment on a {$5000.00} loan taken out in my name in XXXX XXXX from XXXX. After a lengthy conversation with the collection agency personnel, I was told to go and file a police report and freeze my credit with the XXXX agencies to reduce the chance of this happening again. I went to the police department and filed a report and had my credit access frozen for 7 years. Shortly after, both Captial One credit cards were frozen and phone calls and letters were sent between a Capital One representative regarding this. I was asked to complete a form authorizing their auto-withdrawal of the current balance from my checking account on file, which was completed. When I asked when I would receive new cards, I was told that would occur later. The XXXX statements showed interest payments owed because Capital One did not take the auto payment out when the cards were frozen by Capital One. 1 ) I asked the interest be removed given it was Capital One who stopped the auto pay from the checking account. 2 ) I asked for new cards to be issued when Capital One decided to freeze my use even though I paid them off in full each month and never missed a payment and have over XXXX FICO score. I was told this evening by the Capital One representative that my accounts were set up as payment only and that I would need to re-apply for credit cards. I expressed my disappointment that Capital One and it appears it is doing this to be punitive for identifying Capital One as the point when my identity was stolen last fall XXXX in the police report. Since the Capital One internal breach someone has been trying to open numerous bank accounts throughout the country. It is not my doing that Capital One had customer data compromised by XXXX of its employees as was told to me by the first notification and announced in the business news.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-12

Brooklyn, NY

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Hampton, VA

Customer service / Customer relations

Credit card:

Complaint: Capital One received a cashier 's check by mail to be applied to my credit card balance. The account updated stating payment was received on XXXX/XXXX/2016 and posted on XXXX/XXXX/2016. Although, the credit card reflected a credit for an overpayment, the available credit on the account remained at {$20.00}. When calling to inquire about the available credit, I was informed that the payment had been placed on hold for 9 days. I questioned the legitimacy of the hold for a cashier 's check less than {$5000.00} considering REG CC requirements. I was told by the manager that a hold can be placed on ANY payment without an explanation regardless of the form of payment used. No attempts were made to verify the check. Not to mention the credit card is fully secured by my funds. When asked what the reason was for the hold, I was told no specific reason could be given and that it could be several causes. I was alarmed by the response and said that it sounded like a violation of a federal regulation. When denied credit, a reason must be given. When funds are placed on hold in a deposit account, a reason must be given. Unfortunately, Capital One states, no reason is necessary for holding funds applied towards a credit card. After attempting to reason with the manager, I was only shot down multiple times. By the time this is resolved, I 'm likely to have access to my funds. But, the idea that they can make rules that go against federal regulations and inconvenience their customers without an explanation is my concern. No business should be able to impose limitations to access of one 's own funds without an explanation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Black Horse, OH

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Greenbelt, MD

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-12

Russell, IA

Balance transfer

Credit card:

Complaint: I AM XXXX XXXX AND I WANT TO TRANSFER MY BALANCE WITH MY CREDIT CARD COMPANY. I HAD A XXXX CREDIT LIMIT IN 2015 AND EVERYTHING WAS FINE. WITHOUT ME ASKING FOR AN INCREASE CAPITAL ONE INCREASED IT TO {$3300.00}. NOW I AM NOT ABLE TO PAY ALL THE INTEREST AND OTHER FEES CONNECTED TO THIS CARD. I NOW OWE OVER THE CREDIT LIMIT AND WHEN I MAKE PAYMENTS THEY ALL GO TO INTEREST AND THE FEES. I CAN NEVER GET AHEAD. WHEN I CALL THEM WHICH HAS BEEN OVER 8 TIMES THEY SAY THEY CA N'T TRANSFER MY BALANCE TO THE CHEAPER 0 % ON A BALANCE DUE. IN OTHER WORDS THEY SAY THEY CANT GIVE ME THERE OFFERS OF 0 % BALANCE FOR MANY MONTHS. WHY WOULD THEY WHEN THEY KEEP CHARGING ME OVER {$70.00} EACH MONTH IN FEES AND INTEREST.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

York, PA

Credit card protection / Debt protection

Credit card:

Complaint: We have XXXX Capital One Credit cards. On the same day I made XXXX large payments approx XXXX XXXX dollars total. XXXX released the funds but Capital One has locked both cards for one week. I paid XXXX card off in full and I feel like I am being punished for doing so. Now we have no money for this entire week and they refuse to work with us. My bank assures me the money was released and the items were paid. The worker at Capital One was XXXX XXXX He claimed he was the manager of finance and there was no one above his head to speak to, there was no complaint form nothing that I could do until Friday one week after I paid.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Kissimmee, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Albuquerque, NM

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Alps, NY

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX/XXXX/XXXX I paid my XX/XX/XXXX mortgage payment online at Capital One anticipating that I was to pay it off entirely soon. On XX/XX/XXXX I paid the mortgage off after ensuring that the XX/XX/XXXX payment had also been made. The web site showed that the next payment was not due until XX/XX/XXXX. In spite of this and that I had paid the entire mortgage they took another payment on XX/XX/XXXX. By this time they had removed my account from the web site with any information about the mortgage so I called the XXXX number for Capital One. After explaining the problem I was told that they would transfer the money back to my checking account in 3 to 7 days even though I told them that they had taken the money from my account and I needed the money to pay bills now. Seven days later ( XXXX XXXX or so ) I called again since they had not returned the money yet. I was told by XXXX that I had to wait 10 to 15 days and they would then send the information to another group who would write a physical check and then mail it out to me. I told them that this was not acceptable. She told me she would check on what they could do and get back to me within two hours. She never called back. I was away the week of XX/XX/XXXX to XX/XX/XXXX and found a few messages on my answering machine when I returned. XXXX from the President 's line at Capital one 360 told me that since I did not answer all of her calls she would not call back again but she left a number ( XXXX extension XXXX ) where I could call her. I called on XXXX XXXX but have not received a call back yet. Also on my return last week I found an overnight envelope propped against the door. It contained a check From Capital One made out for the wrong amount from a nonexistent account. I would like to have them return the money quickly. If necessary by deposit in my checking account with them and to ensure that they do not take another payment in XX/XX/XXXX. I submitted a claim to the wrong department in New York State and they said that they have referred the claim to this agency but I need to make sure because the money that Capital One took from my account is needed to pay tax bills this month.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-12

Calwood, MO

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-11

Lakeland, FL

Billing disputes

Credit card:

Complaint: I HAVE A CREDIT CARD WITH CAPITAL ONE. THE MONTHLY PAYMENT IS DUE ON THE XXXX OF THE MONTH. ATTACHED IS A COPY OF THIS MONTH 'S BILL. I PAID MY BILL LAST NITE XXXX XXXX AT XXXX. CAPITAL ONE HAS INDICATED THAT MY PAYMENT WAS LATE AND THAT I WILL BE CHARGED {$36.00} AS A LATE PAYMENT FEE. IF MY PAYMENT IS DUE ON THE XXXX AND I PAID ON THE XXXX, WHY AM I BEING CHARGED A LATE FEE. WHEN I CONTATED CAPITAL ONE, THEY SAID IT WAS BECAUSE MY PAYMENT WAS NOT SENT BEFORE XXXX. NOWHERE ON THE STATEMENT DOES IT SAY ANYHING ABOUT THAT. PLEASE HELP.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-11

Clayton, MO

Other

Credit card:

Complaint: Capital One took my payment made on XXXX XXXX, 2016 and did n't apply the payment to my credit card account thereby leaving an outstanding balance of {$430.00}. I should have Zero Balance with a credit of {$38.00} Dollars. Because Capital One stole my payment of {$470.00} and did n't apply it to my account they messed up my Credit Score and brought it down to XXXX. I use to have a Credit Score of XXXX or higher. I went to purchase a car and because of Capital One my interest Rate was XXXX per cent and I had pay {$2000.00} Down Payment. I want Capital One to apply my payment of {$470.00} and Close the account in good standing stating the account was paid in full with no missed or late payments every month.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-11

Cape Coral, FL

Billing disputes

Credit card:

Complaint: I 've had contact with Capital One Bank regarding charges being charged to my account that I disputed for day one. Capital One contacted me and informed me that a request to XXXX XXXX disputing the charges were submitted but XXXX advised them that the charge was correct. I disputed the fact that the charge was being paid in bankruptcy not that I was not aware of the charge. Capital One is now saying they can not request the funds back to be credit to my account. This dispute has been going on for two year with no results or support for Capital One. My credit card had a credit limit of XXXX how could a charge for XXXX be approved and when dispute the fact that the charges are being paid in bankruptcy, Capital One refuse to handle the dispute even when they agreed on receiving proof that the charge from XXXX is being paid in Chapter XXXX Bankruptcy. Capital One continues to allow a charge that is over my credit limit remain on my account although they agreed they have proof that the charge is being paid in Bankruptcy. Capital One is reporting false information on my credit report and approving a charge over my credit limit that I dispute.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-11

Queens, NY

Other fee

Credit card:

Complaint: Dear CFPB officers, My complaint is about CapitalOne Venture credit card I had. I had been using this card for about two years. In this first year, it worked well so I continue to use it and paid the annual fee of {$59.00} early this year. But since then, this card became very hard to use. In XXXX and XXXX 2016 all attempts to sue this card were all declined. I call the customer service many times and spent hours on the phone, but they could not resolve this problem. In XXXX 2016 I again was declined. I called the customer service again. This time, a lady named XXXX ( Employee ID XXXX ) tried many ways but I still could not charge to this credit card. Even when she was with me on the phone when I tried to use this card, the problem was still there. Since I can not use this card, I had to close it. But CapitalOne refused to refund me the annual fee I had paid. My point is that I paid the fee for service. Since CapitalOne can not provide the service, they should refund me. After communicating with CapitalOne many times, they still refused to refund. So I have to resort to CFPB for help to get the refund I deserve.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-10

Eton, GA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I purchased a Kia Sorento with Capital One financing in XXXX XXXX XXXX 2016 I realized that because of the increased cost of my medical care resulting from my XXXX, Medicare costs going up, and fewer doctors taking Medicare that I could no longer afford to make the car payments. I contacted Capital One about arrainging a Voluntary Repossession. They told me that I had to contact a special department and that someone from that department would call me back. I waited two weeks without a call back. I contacted and called them back. Again the same run around and no call back. I called again the same thing. They are going to force the repossession to be due to non-payment which will have a greater impact on my credit record. And they will probably force a private sale which will cause me to owe more than I normally would after all is said and done.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-10

Arvada, CO

Transaction issue

Credit card:

Complaint: I had a subscription to XXXX. The credit card on file expired over one year ago, yet a new charge for the subscription was placed on my credit card 13 months after the card on file with merchant had expired. I called my credit card company ( Capital One XXXX ) to dispute the charge and they said since I had a subscription then I had authorized the charge. After asking how a merchant was able to charge an expired card, Capital One admitted to giving the merchant my updated card information. My credit card company provided personal information ( new card number, expiration date, and security code ) directly to a merchant and which allowed the merchant to charge an expired card. I was neither notified from the merchant that my card on file had expired, nor was I notified of the agreement between merchant and credit card company to auto-update my card information, nor did I authorize my credit card company to give my information to the merchant. The credit card company finally relented and credited my account for the unauthorized charge and I have cancelled my subscription with the merchant.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-10

Austin, TX

Unsolicited issuance of credit card

Credit card:

Complaint: I explicitly needed a XXXX credit card so I could use it at Costco. On XXXX/XXXX/16 I logged into the XXXX website and shopped and compared credit cards. At the XXXX website, I clicked a link to CapitalOne to apply for a CapitalOne Venture card. ( The link did not specify the type of credit card. ) I WAS NOW ON CAPITALONE 's WEBSITE. While completing the application on the CapitalOne website, I noticed that it did not specify what type of card I was applying for, so I clicked on the CapitalOne " CHAT '' link. I asked the CaptitalOne agent what type of card this application was for and he/she replied " XXXX, '' so I completed and submitted my application on-line. The chat agent did NOT ask me if I had been directed to their site by a 3rd party link. The application was almost immediately accepted with a very high credit limit. On XXXX/XXXX/2016, I received XXXX MASTERCARDS in the mail. I immediately called CapitalOne and requested that they cancel these card and issue XXXX cards as their agent previously had confirmed. CapitalOne told me that because I had been directed to their site by a third party 's website ( XXXX ) they could only issue me a XXXX. I responded " then why did n't your agent let me know this before I applied? '' Their response was basically that the chat agent had no way of knowing that I had been directed to their site via a 3rd party 's site. They refused to issue me a XXXX card and told me I could cancel the MASTECARD ( which I have now done ) but that I was now blocked from applying for a XXXX card from CapitalOne for six months. The reason I received a XXXX is either because of a direct lie by their agent ( which I doubt was the case ) or because of a shortcoming in CapitalOne 's website in that their Chat agent should have had the information that I had been directed to their site via a third party so he/she could have answered my question accurately. I made no errors or omissions in the process. The CapitalOne manager we talked to on the phone on XXXX/XXXX/2016 would not admit to any mistake by CapitalOne and refused to acknowledge the fact that their database/enterprise HAD to know that I had been directed to their site via a 3rd party 's site as that is why their system issued me a XXXX. Therefore, they had the information that could have been supplied to the chat agent ; however, they chose not to have that occur and the agent chose not to ask me if I had been directed to their site via a third party before answering my question incorrectly. Note : If I had gone directly to CapitalOne 's website without using a 3rd party link, the answer the Chat agent gave me, " XXXX, '' would have been correct as CapitalOne 's manager told me that is the ONLY WAY to get a CaptialOne Venture XXXX card. Resolution requested : I would like to receive a CapitalOne Venture XXXX card with the terms and conditions for which I had originally applied. I do not want the application for this new card to appear on my credit report because multiple credit card applications in a short period of time will decrease my credit score further.
Company Response: Closed with explanation

Disputed: No Timely Response