CAPITAL ONE FINANCIAL CORPORATION

2016-07-11

Oxford, GA

False statements or representation

Debt collection: Credit card

Indicated committed crime not paying
Complaint: I was repeatedly contacted by Account Manager XXXX XXXX even after a open inquiry disputing several charges. I called to complain to their escalation department and the customer service representative said they are a " legal front team '' and implied that I had no right to complain about how disrespectful the Account Manager was to me. I insisted that I be connected to the escalation department where I can file a complaint. I requested a different Account Manager a XXXX XXXX. I was told I would hear back from them within 48 hours but not response after a week and she has sent another threatening letter giving me until XXXX XXXX to call her about the debt. Is this legal to be dealt with in such a matter? It is not my intention to evade the debt but with someone that is n't so rude.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Bohemia, NY

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Chicago, IL

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Jacksonville, FL

Other

Credit card:

Complaint: Charges to my credit card in excess of the available balance are being approved rather than declined. I contacted the bank to see about changing this and seems I can not. There is no charge for going over the limit, but I do not want my account to be able to go over its limit. If the account is over limit during a statement it will get reported and effect my credit score. The account was not always this way and it seems some recent change I dislike but seem to have no control over.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Thousand Oaks, CA

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

VA

Transaction issue

Credit card:

Complaint: On XXXX XXXX, 2015, I made a charge to my Capital One Master Card in the amount of {$48.00} to XXXX XXXX XXXX XXXX in XXXX, WV for a deposit on a lodge reservation. I called XXXX XXXX on XXXX XXXX, 2015, and cancelled our reservation, which was within their cancellation policy, and they were to refund the deposit. XXXX XXXX made the refund to my Capital One Master Card on XXXX XXXX, 2015, however ; they erroneously made the refund for {$590.00} instead of {$48.00}. XXXX XXXX tried to do a charge back for the erroneous balance but it was declined. I have been working with XXXX XXXX since then in calling Capital One to have them return their money. Capital One refuses to return the balance to XXXX XXXX. My account is currently on hold due to payment issues as I am XXXX. This should not even be an issue as Capital One is only entitled to {$48.00} credit which was the original charge amount. XXXX XXXX has told Capital One that they made the error. I am being held hostage by Capital One as they will not release the money back to XXXX XXXX until I pay my account up to date and keep it current for 60 days. This is not in any way my error and I do n't understand why Capital One feels like they can keep someone else 's money. This has been going on for weeks with phone calls and XXXX!! Capital One should return the money to XXXX and deal with me for my personal account which has nothing to do with the merchant! This in my eyes is illegal and the XXXX has thrown my XXXX XXXX putting my health in a bad place right now.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-11

San Antonio, TX

Other fee

Credit card:

Complaint: orchard card was bought by capital one. on XXXX XXXX, i paid both my regular capital one acct. and the that was originally orchard. the regular capital one they automatically closed. the orchard one, they did not. i do not have a valid credit card for this account. i was just alerted by credit monitoring that they have reported me as deliquent. it seems they " decided '' not to close this account in order to charge me an annual fee on XX/XX/XXXX, have now charged me a late fee, interest on it, another late fee and more interest. i was not aware the original card had an annual fee. i was not sent a card to use, so why would i get charged an annual fee. i also have not received any bills from there or an email to let me know that i had a balance. Very unfair for them to close the XXXX acct. they could n't charge me a fee for and leave the open the other, then not bill me and keep charging me late fees and interest, given the fact that i do not possess a valid card and can not charge on it myself. i do not have the card no, acct no. according to credit report is XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Oceanside, NY

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-07-10

Bohemia, NY

Closing/Cancelling account

Credit card:

Complaint: I opened a secured credit card account with Capital One several years ago. As of XXXX XXXX, 2016 they held {$2800.00} of my money. On XXXX XXXX, 2016, I closed the account and was assured by Capital One they would return my funds within XXXX billing cycles. Now, on XXXX XXXX, 2016 after XXXX seperate calls to Capital One, they still have not returned my money. They have lied to me every time.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-10

Fort Lauderdale, FL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-09

Oaklawn, KS

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-09

NE

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-09

Scottsdale, AZ

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-09

Nyc, NY

Credit card protection / Debt protection

Credit card:

Complaint: I sent the following message to Capital One on XXXX/XXXX/16 : My name is XXXX XXXX at XXXX, New York, XXXX. My contact number is XXXX. You may reach me by this address or phone number regarding any business matters with you. Under the Fair Debt Collection Practices Act, I will consider any further contact at my place of employment or by others means inconvenient and harassment. On XXXX/XXXX/16, I contacted Capital One with the following message : On XXXX/XXXX/16, I contacted your business with the following message : My name is XXXX XXXX at XXXX, New York, XXXX. My contact number is XXXX. You may reach me by this address or phone number regarding any business matters with you. Under the Fair Debt Collection Practices Act, I will consider any further contact at my place of employment or by others means inconvenient and harassment. On XXXX/XXXX/16, I was contacted by XXXX XXXX a representative of Capital One who ensure I would only be contacted at the means listed above. On XXXX/XXXX/16, I was contacted at my place of employment by Capital One by XXXX a representative of your company. Due to continued contact at my place of employment, I will be filing complaints with New York 's Attorney General 's office, the Federal Trade Commission, and the Consumer Financial Protection Bureau. I am seeking assistance from your organization to stop harassing phone calls at my place of employment and only contacted by the means I specifically specified.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-07-09

Ft Belvoir, VA

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-07-09

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Savings account

Complaint: Capital One Bank allowed my XXXX year old, by going online to their site, to set up an online banking link to a custodial savings account with no questions asked and no notification of the adult custodian. He was also allowed to switch from paper statements to electronic with his email address as the recipient, so no one would know. He then was able to make XXXX separate ACH withdrawals totaling {$750.00}. The " Bankers '' at our branch were mortified, telling us that if he walked into a branch he would not have been allowed to conduct any business without the custodian on the account. They tried to help us but the only thing they seemed able to do was to refer us to the online banking fraud department. An " investigation '' was done, and not surprisingly, no fraud was found, as the end recipients of the transfers answered the inquiries saying there was no fraud involved. No one beyond the branch personnel seems to understand or take any responsibility for the negligence of the bank in breaking their own rules. Custodial accounts are set up to protect the money from underage individuals without the maturity to manage money. This has been a monumental breach of trust. I ca n't imagine we are the only people this has happened to. I believe the bank should restore the funds to the account, regardless of whether they can get the money back from the end recipients or not.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-09

Bremen, GA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: In XXXX 2016, my identity was stolen. A Capitol One credit card was opened in my name and sent to my old address of 20 years ago. Capitol One was alerted and was supposed to take the hard credit inquiry off my report and cancel the credit card. A letter dated XXXX XXXX, 2016 stated that they would remove this account. When the hard credit report was not removed as of XXXX XXXX, I called and got the run around. They said it would be taken off in 60-90 days. I called again XXXX XXXX as it was still not off. Again, was told 60-90 days. I believe the law states 30 days to remove unauthorized inquiries. They also did not have my permission for the inquiry. As of XXXX XXXX, 2016, the hard credit inquiry is still on my credit report. I also feel Capitol One was negligent in opening the account to begin with as I already had a Capitol One account with my current address in Georgia. This should have been a red flag and I should have been contacted by the fraud department before it was issued. If I had lost my card, they would not send it to a different address. Capitol One has not been very helpful in resolving this issue, so am contacting you in hopes of having the unauthorized hard credit check removed from my credit reports. It is currently on all the reports. A fraud file was opened at the XXXX County Sheriff 's department. A freeze and fraud alert was put on all my credit accounts. I was the one that caught the fraud and not Capitol One.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Watkins, CO

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Los Angeles, CA

Disclosure verification of debt

Debt collection: Other (i.e. phone, health club, etc.)

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

Disputed: No Timely Response

2016-07-08

Canyon Lake, TX

Account terms and changes

Consumer Loan: Personal line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Laguna Beach, CA

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Birch Run, MI

Closing/Cancelling account

Credit card:

Complaint: Capital One Credit Card Company has wrongfully placed " Account in Dispute '' Flags, in XXXX places on my credit report. The subject Mastercard Credit Card from Capital One is no longer in use. The card has been destroyed. Date of last usage of credit card : XXXX ( more than 8 years ago!!! ) Balance Owing : XXXX Amount Past Due : XXXX Payment Due : XXXX I contacted Capital One Credit Card Company by phone and demanded removal of " Account in Dispute '' Flags. Multiple Capital One representatives told me that they have No financial records under my name and social security number. Despite this, they have not removed the " Account in Dispute '' Flags from my credit report. The subject wrongful " Account in Dispute '' Flags from Capital One are preventing my application for home mortgage refinancing from being approved. I demand immediate removal by Capital One of the wrongful " Account in Dispute '' Flags from my credit report. I further demand that Capital One be assessed a {$500.00} punitive fine for their wrongful actions.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-07-08

Montgomery, TX

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

FL

Transaction issue

Credit card:

Complaint: XXXX of my customers file a dispute on a transaction after buying a scooter from me and keeping the items. Contact Capital 1 to get my money back on my account and fax proof of purchase and as of today Capital did n't credit my account back. Transaction amount of {$800.00}.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-08

Coon Rapids, MN

Billing disputes

Credit card:

Complaint: Purchased {$300.00} worth of merchandise online with my Capital One Visa Card on XXXX, XXXX, 2016. Merchandise came severely damaged about one week after purchase date. I contacted the merchant who stated they would resolve the problem and pick up the merchandise and issue a refund. Merchant never sent carrier to pick up merchandise. I disputed the charge on XXXX XXXX, 2016 with Capital One. My letter of dispute clearly stated what the merchandise was, the date of the charge, the amount of the charge, that I had attempted to resolve the matter with the merchant, and that I was disputing the charge. On XXXX XXXX Capital One writes back asking me to reiterate everything I already told them plus asked questions that were irrelevant such as : 1 ) Date I expected to receive the merchandise? 2 ) Did I receive a contract? 3 ) Was there a trial period? 4 ) Did I review the cancellation policy? 5 ) What is the merchants return policy? 6 ) Did I abide by the return policy? 7 ) A second opinion from another merchant on a company letterhead and signed by the other merchant. 8 ) A signed and dated proof of return. I also included a statement in my return with the XXXX page letter that the merchant was free to pick up the box of damaged merchandise at any time as it was waiting to be picked up. After filling out there XXXX page letter of immaterial information that is not required by the XXXX XXXX XXXX. XXXX, Capital one provides a credit to my account of {$300.00} on XXXX XXXX, 2016. On XXXX XXXX, 2016 Capital One reverses the credit and reapplies the charge to my account now stating that merchant " confirmed the charge is valid '' The merchant provided no statement that they attempted to pick the merchandise up ( they did not ) or that I refused to allow them to pick it up or anything to that nature. Just that the customer made the charge and it is valid. The merchant provided no reason or care that they delivered damaged merchandise. The merchant did not dispute whether or not the merchandise was damaged. It is well known that in a long distance ( mail/online order ) transaction that is shipped it is the sellers responsibility to get the merchandise there in good condition. The buyer has the full right to reject the merchandise if is not as ordered or otherwise damaged. See FTC bulletin on the Fair Credit Billing Act that clearly states the Act covers : " charges for goods and services you did n't accept or were n't delivered as agreed '' at XXXX. Instead Capital One ignored the XXXX and recharged the card with no rebuttal from the merchant regarding the damaged merchandise or why they did not have it returned back to them. My complaint pertains the failure of Capital One to follow the guidelines as set out by the XXXX. There is/was no authority to place the charge back on my account. I phoned Capital One on the XXXX of XXXX and was told that I now have a right to send another letter. I asked what would I possibly put in the next letter that I have not already stated? It is real simple. I ordered merchandise. It came damaged. I called the merchant and reported it damaged. The merchant never solved the problem. I had already said this XXXX time previously plus Capital One now wants me to say it again plus they now tell me it may take 90 days to get a final decision all the while I have the charge back on my account. My complaint here does not pertain the XXXX that is due me. I expect I will eventually get that back and reserve the right to open another complaint if I do not within 90 days from now. The real issue is the way Capital One handles disputes. It seems that Capital One keeps sending the same request for information hoping that I will forget to send back a letter and then use that to close the dispute against me. All unfair billing practices.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response