CAPITAL ONE FINANCIAL CORPORATION

2016-06-21

Houston, TX

Closing/Cancelling account

Credit card:

Complaint: I was notified in an email of a fraud alert on my credit card and was asked to provide some documents to verify my identity. I provided such documents and after 6 weeks noticed that my account was in the same status. I called to determine the nature of the problem and customer service personnel informed me that they needed further proof of my identity. No one had called me or emailed me during this time to say that additional information was needed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

MN

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-21

New York, NY

False statements or representation

Debt collection: Credit card

Impersonated an attorney or official
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-21

Queen Anne, WA

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Vacaville, CA

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

South Florida, FL

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Reynolds Station, KY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: I settled an old credit card account. We agreed on a payoff amount on certain date. I have the letter stating the agreement. The amount was paid, taken from my checking account on the date agreed upon. 3 months later I am getting calls from other collection agencies trying to get the balance of this same account. I have called the collection agency that I worked with initially and they were supposed to send me letter stating this was paid in settlement agreement. They will not send the document and it is still showing on my credit report as balance owed
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Oro Valley, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Leeton, UT

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Itasca, IL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-20

Hinsdale, IL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We have already been unfairly foreclosed on. What drove us into foreclosure was wrongfully forced placed insurance charges of {$20000.00} and a sheer lack of incompetency from Captial One 's customer service of former XXXX Customers. Prior to XXXX being purchased we were charged the following amount for FPI : XXXX Forced Placed Insurance Charges {$6900.00} XXXX Forced Placed Insurance Charges {$6900.00} XXXX Forced Placed Insurance Charges {$6900.00} Total Amount Wrongly Charged - {$20000.00} I provided my insurance information to XXXX , and they reversed the erroneous charges. When Captial One bought XXXX , the correct information for my account did not get transferred over correctly and we ended up in this situation. Although we were a little behind on our mortgage, ( my Mom got sick and passed away. I was traveling back and forth helping take care of her for XXXX months while working full time and taking care of my XXXX small children and unfortunately a lot of things fell by the way side. ) I know that is n't a valid reason for missing payments, however, it is what it is. When we were served the foreclosure papers, I immediately called to make a payment to catch us up on our mortgage but what I was told is that the payments were almost triple the regular payment because of old forced placed insurance charges. Although I was frustrated, I thought no big deal ; I 'll just submit the documentation, and they will correct the error. Had that amount not been part of the equation, we would have had an affordable solution to become current on our mortgage, and the foreclosure would have stopped..which is what we wanted. What I genuinely believed to be a simple fix ( provide insurance coverage paperwork and receive credit ) became a nightmare of being bounced between Capital One departments and people with none of them being able to take care of the mistake. For XXXX months I called repeatedly got the runaround and misinformation, no information, request to please resend the information. They even had me call this other organization that was supposedly handing forced placed insurance issues from XXXX , and that was a dead-end. I tried other processes to seek to get the attention of someone, anyone at Captial One , who cared an iota and would see the mistake we were being penalized for. Loan modification, other payment plans, etc. to no avail. I was already dealing with the death of my Mom, and once this stress was piled on top, I became complete deflated and depressed and felt utterly helpless to fix this error. I was naive and honestly thought that the issue would get resolved, I provided all of the information that proved I did n't owe this additional money, as well as bank records indicating that the FPI accounting errors were cleaned up when it was still XXXX . Yes, I should have gotten a foreclosure attorney earlier, but I did n't because I never imagined the issue would n't get resolved. We were at the mercy of how well XXXX companies merge and integrate their systems and in our case ; this information was n't right, and we became a casualty of mismanagement. The toll it has taken on our family financially, emotionally, mentally and physically is beyond words.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Trenton, NJ

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-20

Brooklyn, NY

Improper use of my credit report

Credit reporting:

Report improperly shared by CRC
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Austin, TX

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: No Timely Response

2016-06-20

San Jacinto, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Account closed due to overdraft fees that should have been reversed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Lincoln, NE

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-20

Houston, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Issue that occurred was on Friday afternoon, XXXX XXXX, Capital One bank contacted me, and informed me they accidentally drilled into my safety deposit box, ; they said i needed to go down there and pick up my items. The bank is located at XXXX XXXX XXXX, XXXX, Texas XXXX. The Manager who called me is XXXX XXXX However, upon arriving at the bank, the bank refused to release or even let me see the contents of my safety deposit box, unless i signed a form, waiving all liability to the bank, and confirming that all items were intact despite not having been able to see them. I was offered a chance to review an inventory that was hand written, illegible, and disorganized.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-20

Mount Olive, OH

Other fee

Credit card:

Complaint: I have XXXX credit card accounts with Capitol One. The last XXXX of XXXX card is XXXX and the last XXXX of the other is XXXX. On XXXX I made a payment of {$30.00} on XXXX but there was an additional unauthorized payment taken out of my checking acct on XXXX. I called Capitol One and explained that XXXX payments were paid from my bank, they called my bank and verified that the XXXX payments were paid, and I faxed documentation proving that. Upon reviewing my payments made on the Capitol One website, it clearly shows only XXXX payment credited to the acct of XXXX, yet XXXX payments were debited from my checking acct. On XXXX I received a letter stating that XXXX payment was paid on XXXX for acct XXXX and the other payment was for XXXX. I do n't have a Capitol One card with the last XXXX of XXXX! The {$30.00} has NOT been returned to my acct, and I am very upset that they can not see that I do not have a credit card with the last XXXX of XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Nyc, NY

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I am filing a complaint towards the Capital One Bank due to their scams. I have been with capital one for a few years now where there has been a few situations I had to block or cancel my debit card because fraudulent transactions in the past but that is not the reason why I am filing this complaint on them. I am having a major issue with Captial one regarding two payments that were recently made to XXXX and were processed successfully during the time of payment but ended up being drawn back from my bank a week after the time of payment with a denial from XXXX that caused XXXX charge a past due balance for my upcoming bill twice in a row ... .capital one bank withheld the payment on their end. i had filed a complaint via phone to both parties. Capital one bank continuously blamed XXXX for their " error '' with charging double for two payments that were made but were n't processed. I did n't know what else to do, so I just reported XXXX to the XXXX to get to the bottom of this. Finally, I received a phone call from the CEO of XXXX where they were able to tell me that the scandal is coming from my bank after all. I demand Capital one bank to pay for my upcoming balance of {$700.00} to XXXX. I will no longer be a client to such an irresponsible and unsafe bank such as capital one.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Houston, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

PA

Credit card protection / Debt protection

Credit card:

Complaint: I received an e-mail on Friday, XXXX XXXX, 2016, telling me the following : " Your card information may have been stolen due to a data breach at a business where you recently shopped. As a precaution to help protect you against fraud, we 're reissuing your card with a new account number. There 's no need to call us unless you see transactions you do n't recognize. '' I called the company, Capital One, today, Monday, XXXX XXXX, 2016 at XXXX to ask what company had the data breach and what personal information was stolen. After speaking to a service rep and getting no where, I asked to speak to an account manager and was told that the company could not provide me with that information. I told the manager, XXXX, that I am entitled to that information. He again said they could not provide me with the information. I find this difficult to believe and would like you to investigate this nonsense and have someone provide me with the information I requested from Capital One. I want to know which company had the data breach so I do not shop there again.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

NY

APR or interest rate

Credit card:

Complaint: I work in the corporate office at Saks Fifth Avenue. My Saks credit account, ending XXXX, is in default after entering my updated XXXX checking account information into the SAKS Online system as well as made a payment though there even though no payment was due at the time -- the account on XXXX XXXX, in fact, reflected a credit of approximately {$100.00} in the Saks Online bill pay service. Then I signed in to update my account with my new banking information and made said payment with my new bank account to make sure it worked. When I got in today, five days later, I see I received an email that the payment did go through, although there are sufficient funds in my new XXXX checking account. This morning I 've called Captial One and XXXX XXXX Customer Service several times -- the first call, the operator, XXXX, could not locate my account at all. The second call was disconnected. The next few calls, the Customer Service rep suggested I speak with Saks , Inc. Human Resources and double-check that I entered the correct bank account #. I did everything asked by Saks , Inc. as well as Captial One Card Service representatives. I just signed in and re-entered my new bank account information, and YES, it says it is the same bank information entered last week. However, it will not allow me to use this information for the account, but this is my checking account. PLUS -- the account is now in default, Capital One has charged me fees, but I can not review the complete charges and I 'm being charged an interest rate of 24.24 % as well. As I try to recieve answers and help, my credit score will be affected, and if it is, will make it IMPOSSIBLE to maintain housing within the NY State. In fact, if this happens, I will be homeless, at least temporarily, until it is cleared with credit agencies, and restored to good standing. The last call ( of several on XXXX/XXXX/2016 ) with Captial One Services, I was transferred to " XXXX '' ( who would not give me her last name ). I 'm being forced to repeat this story several times as I 'm transferred, and during ONLY working hours, Now XXXX told me I need to speak to my bank, but would I like to " make a payment now? '' If I knew what I was paying for and could review the charges to my account to make sure my account security was not compromised, I would gladly make a payment. However, I can not view statements on the Online payment system -- or transaction history, it requires they be sent by mail only -- in which interest fees and late fees will accrue and my credit score will be affected. Any help you can provide is sincerely appreciated.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-20

Chicago, IL

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-19

Las Vegas, NV

Payoff process

Credit card:

Complaint: Please look to the enclosed document to explain the rest of issue. Then came the CREDIT CARD bill from XXXX which was a month behind from the accounts and we noticed right away over {$600.00} worth of issues and let XXXX know. We told XXXX and they were suppose to look into it and get back to us. Around XXXX 2012. We had a lot of business stuff going on and other things and cause of all the issues I decided to go the SECURED route way of getting XXXX small CAPITAL ONE CREDIT CARDS with {$600.00} deposit on an {$800.00} card, {$400.00} deposit on a {$600.00} card, {$200.00} deposit on a {$200.00} card and {$400.00} deposit on a {$600.00} card. {$1600.00} deposit and {$600.00} line credit from CAPITAL ONE. And we had a XXXX card {$200.00} deposit on {$300.00} credit, {$100.00} credit line from XXXX. With all the issues we were having we felt this would he a safer bet, XXXX secured cards between XXXX of us, small incriments with deposits made by us. Right from the get go there were major issues with CAPITAL ONE. Not only will me phone records show, but XXXX was witnesses on many many occassions., but anytime I made a CAPITAL ONE SECURED CARD payment it was senf from a CAPITAL ONE BANK account. Evertytime I made a payment I did it over the phone. And everytime ( 25 times or more ), CAPITAL ONE SECURED CARD confirmed the payment went through card was ready to use. In every instance, when trying to use the CAPITAL ONE card, it would not work, funds were not there, to pay bills, groceries or gas, or going out to eat and finding out your money not there. I would have to call CAPITAL ONE CREDIT CARD back, they would have call CAPITAL ONE BANK, so it was not only the one phone call to make my payment, but I would have to call up to three times just cause payment oddly kept falling off the card even though they said it was there. It would disappear causing extreme situations and the time consumption was ridiculous. As well, in XXXX 2012 robbery I be discussing, someone stole XXXX of our XXXX cards and tried to use it, the merchant was the one to notify us of this. And, this happened three times while we had these cards. As well, we received a CAPITAL ONE CREDIT CARD for a XXXX attached to my account that we never authorized. We not only never missed a payment, in fact we paid full balance each time. We ended up speaking to someone in FRAUD over the weird card showing up and the fact people were using our cards without permission and we decided to close all CAPITAL ONE CREDIT CARD ACCOUNT DOWN. The headaches alone of spending 5 to 10 hours a week dealing with calling over the deposit disappearing and us being out places looking like idiots was enough in itself to close cards. At the time WE HAD NO MONEY OWED ON CARD, we put {$1400.00} secured down on {$1800.00} credit. When cards were closed we were owed {$1200.00}. Instead CAPITAL ONE put all XXXX cards in collections, and here is how you can immediatly identfy their error. They reported each card at the exact dollar amount the card had value. So if the card was {$800.00} card, {$600.00} of that was our secured deposit. So why would they put in collections we owed {$800.00}, and how come each card was rounded off to the exact dollar amount the card was worth. So we are suppose to believe if there was any last minute charges coming in after we closed accounts, they just so happened to add up to {$800.00} on the nose dollar and cents. All XXXX cards. This has caused severe damage to XXXX peoples credit. And they are still dinging our credit. This has cost us so much heartache. We have tried to contact them several times, we never had a missed payment and they owed us a balance. To this date, CAPITAL ONE SECURED CARD has not only refused to respond, but refused to show proof. They knew we were idenity theft, they knew we had issues with payment dropping and peeople we did n't know trying get cards on our account. These issues with CAPITAL ONE SECURED CARD have in 4 year time cost us an
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-19

Las Vegas, NV

Credit determination

Credit card:

Complaint: I paid my Capital One credit card off and I have a new XXXX but it still shows up on my credit report at least XXXX times
Company Response: Closed with explanation

Disputed: No Timely Response