CAPITAL ONE FINANCIAL CORPORATION

2016-06-07

Worth, IL

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Complaint: Today, at XXXX, a women who after I asked several times said her name was XXXX XXXX XXXX called me and acted like I was aware of the debt she was speaking of. I told her someone else called this past XXXX and he without making an attempt to make clear what he was talking about, was asking me for permission to record the call. I declined and asked what he was talking about. He finally stated it 's a Capital One credit card debt from 15 years ago. He started making some snide comments and I told him that I 'm not sure about this debt, but if it 's been 15 years you will have to forget about it. I told him not to call ever again and had to hang-up because he kept speaking. I 've had plenty of calls since then but did not answer because of the XXXX area code. But today this XXXX got me and wanted to get me to pay despite my repeated attempts to ascertain the nature of the call. She said it 's a Capital One credit card debt from 15 years ago that was {$200.00} that they usuriously grew to over {$5000.00}. I talked over her telling her to not call again and I could n't make out what she was threatening to do. I 'm sure over a decade ago I sent them a written desist demand. They keep pulling my credit report and harassing me. I want them to stop contacting me and stop pulling my credit report, They are a less than reputable company and have grown because there are a lot of foolish people that do business with them, or have they changed? I doubt it. They even state on an old collection notice that they ca n't sue or report payment or non-payment to a credit bureau.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Fresno, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I have maintained a large balance in a Capital One Bank, NA " rewards '' checking account for several years. Over time it has been credited with over XXXX rewards points which I have never used. In addition, my wife has a Capital One Visa credit card with a " rewards '' feature as well. About XXXX days ago I received notification that the Bank was terminating the " rewards '' feature for the checking account effective XXXX XXXX, XXXX. I telephoned customer service shortly afterwards and inquired whether the accumulated rewards in the checking account could be transferred to my wife 's credit card account. A representative by the name of XXXX checked and told me the points were transferable, I did not have access to my wife 's credit card at the time, so I said I would call back when she was home. Yesterday, XXXX/XXXX/XXXX, I called back to do the transfer to her account and I was told that it was not possible. I asked for a supervisor and spoke with a person who identified herself as XXXX. She confirmed that it was not possible to transfer banking rewards to credit rewards any longer. She said the company changed transfer policy in XXXX XXXX. She also indicated that transfers between credit accounts was reinstated in XXXX of XXXX, but not between checking and credit accounts. I requested a copy of the Banks notification for the change of transferring between accounts since I could n't remember ever seeing any notice in XXXX XXXX. She said she was not able to send a copy of the notice she indicated had been sent to me. When I pressed harder she checked with another department and told me it is available in my branch office. Since Capital One has no branches in XXXX I was told I was pretty much out of luck in getting a copy of the notice that was supposedly sent to me. She had no explanation as to why I had been told by " XXXX '' I could make the transfer.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-07

Bloomington, MN

Delinquent account

Credit card:

Complaint: In addition to weekend calls, capital one contacted me at XXXX on XXXX XXXX after I contacted them in writing and told them to cease calls.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-07

TX

Billing disputes

Credit card:

Complaint: I had XXXX XXXX call me at home ( cold calls ) and offer insurance policies as I was not insured and I had been looking on the Federal Exchange. I asked specifically if they covered the doctors I was using as I am XXXX now and they said they " looked it up '' and answered absolutely YES. The insurance companies were from out of state. When I tried to tell this to Capital One the card I had charged the premiums to they said the companies submitted all their paperwork where I had signed up, although I never received anything from any of these companies. They told me not to use the policy for 30 days and directed me to a website to print up a temporary insurance card, nothing else. The card is refusing to credit me for the money I spent on these policies they blatantly lied about. I am XXXX and have no income. I believe they sold policies on fraudulent premises, lies. I have written several letters to Capital One explaining this to no avail. Capital One is siding with the insurance companies. I called and cancelled these policies within the required 30 day period which now the insurance companies are denying. I got no paperwork or confirmation numbers when I cancelled these policies which is what Capital One is asking for. Which is why I am guessing they did n't want me to file any claims for 30 days.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Austin, TX

Customer service / Customer relations

Credit card:

Complaint: My wife and XXXX sons ( ages XXXX & XXXX ) went to XXXX XXXX on XXXX XXXX, 2016. The CapitalOne credit card she was using was hacked on XXXX XXXX, 2016. CapitalOne balanced out the fraudulent charges and closed the credit card account and told us that they will have a replacement card shipped to her, in XXXX XXXX, within XXXX5 business days. I called CapitalOne after 5 days when she did not receive the replacement card and was asked to wait for another day or XXXX. I called CapitalOne again after two days when the card did not arrive and demanded a tracking number and after several minutes on hold, I was told that they had an issue sending the card to the XXXX address, which the rep and I spent nearly 15 minutes to make sure it was correct, and that they took the liberty to send the replacement card to my XXXX home address via USPS and did not have a tracking number available. Reluctantly, I waited again for couple more days and never received the replacement card. It seems that they do not have any records on file of ever shipping a replacement card to my wife in XXXX XXXX or to me at the XXXX home address at this point in time. On XXXX XXXX, I gave up on trying to resolve this issue with the phone reps and decided to take my issue on their corporate XXXX page. I got a response stating that they would relay the message to a group that would call me soon ... which I never got a call back from, but for the interest of being fair, I did ask them not to call me until they had a resolution, meaning, I wanted them to take action to ship me a replacement card as soon as possible. I also sent an email to the CEO ( XXXXXXXXXXXX ) with no response. On XXXX XXXX 2016, with no other options left, I took a chance and sent my wife my CapitalOne credit card with my name on it via XXXX XXXX XXXX mail, hoping that she would not have any problems using it since it did not have her name on it ... and on the same day, I got a call from a rep from CapitalOne who reviewed the issue and took action to send me a replacement card to my home address overnight and the card arrived the next day. I sent the new card to my wife via XXXX XXXX XXXX mail again and she received it today ( XXXX XXXX, 2016 ). The entire process took 28 days and during the process, we were forced to spend what little cash we had while paying for various international bank fees for the transactions with our personal checking account. The vacation was planned for XXXX XXXX to XXXX XXXX, 2016 and nearly half of the time was wasted waiting for the replacement card. I feel that CapitalOne has failed to meet the minimum quality of service and should be liable for their neglect.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Castro Valley, CA

Disclosure verification of debt

Debt collection: Credit card

Right to dispute notice not received
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Camp Pendleton, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Soquel, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: We own a house : XXXX XXXX XXXX, XXXX, CA XXXX. My wife has had difficulty keeping her job over the last few years and we have defaulted on mortgage payments. Our lender is Capital One. As a result we went through a loan modification in 2014. The modification was accepted and we made at least 12 payments and then she lost her job again and we defaulted. XX/XX/XXXX we asked to start a loan modification process again which the banjk agreed to. We were supposed to make 3 trial payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX which we did. However, the bank thought we were late on one of the payments and immediately put a foreclosure date on our property ( XXXX XXXX ). My wife argued with the bank that the payments were not late and they accepted that they had made a mistake. However, the foreclosure date has not been cancelled. We are moving ahead with the modification and are just waiting on the appraiser to contact us to inspect the property. We do not understand why the foreclosure date ( the date our property will be put up for auction ) has not been stopped. We keep contacting the bank and they are not going to stop the auction until the modification process is complete. What is meant by " complete '' I have not idea. We can not get a straight answer. They keep telling us not to worry and that we will be fine but meanwhile the clock keeps ticking. I think they may have not intention of giving us this modification and fully intend to sell the property. We have also found that what they are doing is called dual tracking and is illegal. I confronted them about this and they denied it was dual tracking. It should be noted that our outstanding mortgage is XXXX and the house is worth about XXXX according to XXXX. I spoke to an attorney and he said jumbo loans are treated differently. This makes no sense to me. I would like you to tell the bank to stop the auction date or at the very least postpone it. I do not know if you have the power to do this but I am hoping you do. XXXX XXXX
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-07

Wallington, NJ

Billing disputes

Credit card:

Complaint: I settled both of my Capital One accounts with the law firms handling the debt. I have disputed the balance multiple items on my credit report to show updated as paid in full and Capital One is refusing to update it which is causing my credit score to remain really low. They ca n't do this and it needs to be removed from my credit report now since they are reporting inaccurate information.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-06

Center Moreland, PA

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Grapevine, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Williamston, MI

Cash advance

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-06

Mem, TN

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Lebanon, OR

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Wallington, NJ

Billing disputes

Credit card:

Complaint: I had numerous accounts with Capital one and have paid them all. There is one that is not mine showing on my credit reports. I have submitted my documentation on numerous occasions to resolve this matter and they keep sending me the same letter stating send documentation. This is not my account and I want it removed from my credit reports asap.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Chicago, IL

Bankruptcy

Credit card:

Complaint: I XXXX XXXX filed bankruptcy chapter XXXX four years ago case no XXXX curently i '' m selling home and the tile company find XXXX judements against my property capital one and XXXX XXXX -credit cards. Tile company offer me they will hold the amunt of the judements for 150 % and return too me after 2 years when the judements wiil be expired Atorrney who represent me durning bankruptcy is XXXX XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Palos Park, IL

Other

Credit card:

Complaint: A few months ago, I file a complaint against Capital One Credit Card regarding XXXX fraud alert letters I received from its Fraud Department. I had been instructed to send a copy of a state identification card, social security card and proof of street address. Before sending the same, I verified the validity of the three letters. On XXXX XXXX, 2016, I faxed the requested document to the number provided by Capital One. To date, the company still claims that it has not received the same. I, in turn, notified all XXXX major credit bureaus regarding the fraud alert. I received a reply for XXXX which stated Capital One had frozen all XXXX accounts because I had exceeded my limit on XXXX and failed to make the XXXX XXXX payment on time. As a result, my credit score was dropped to XXXX. When I contacted Capital One, I told the Fraud Department representative that based on the letters from CO, the accounts were frozen because of alleged fraud. As well, I had to verify my identification with CO, yet, it allowed someone to open a XXXX account under the pretext that the person was me. Last week, I contacted CO about a payment on XXXX of the legitimate accounts and I was reprimanded for failing to provide requested documents verifying my ID. I explained to the representative that I failed to understand how CO protect my identity when it allowed someone to open a XXXX card. I was told that the account had been closed and removed from my credit report. CO never notified me of the same, nor, as it claims, was CO able to verify identity. I never received any notice ( letter, email, or telephone ) clearing the Journey account and I need to know what CO is doing to resolve this matter. As present, CO is damaging my ability to apply for credit or a loan. I need CO to resolve this matter quickly and amicably. As for the purported late payment, I obtained a receipt from my bank indicating that the payment was paid on time on XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Arlington, VA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I 've had the worst customer experience in completing a refinance on my home from CapitalOne, TWICE. The first time around the loan officer completely dropped the ball and did not answer any of the questions related to my loan and as a result it was closed. No one ever contacted me to inform me that the process had been terminated and I only found out when I called to get a status update. After complaining and escalating the issue to a manager, I was assured that I would be placed with a more " seasoned '' mortgage consultant who would ensure that all my concerns were addressed and help me to close on my loan. I was required to reapply again and the process went smoothly until my new loan officer failed to return every single phone call and email I made to request a status update on my loan. At this present moment I have no idea what is going on with the process and both the loan officer, her assistant and manager are unable to be contacted! The customer service at Capital One is awful! Its ridiculous that after I 've shared tons of private and financial information I can not get even XXXX response!!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Liverpool, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: After several years of contracting state liability insurance from an independant agent for XXXX XXXX insurance I decided to change companies as the new one gave me a better rate. I notified the Agent `s office and told them I was cancelling and going with another company thus my prepaid amount they had just deducted from my bank account via debit card should be refunded. Once before I`d done this but saw they started taking money from my account without my authorization. When I tried contacting the agent his phone was unanswered. I contacted the XXXX number for XXXX XXXX to inquire as to how this could be happening. XXXX XXXX said they had no such agent listed .... so I changed my debit card again and wanted to know the name of my new agent. I was told they couldn`t tell me his name ... Why I ask ... well we don`t know who will be assigned yet ... If I have any claims I can call the XXXX number ... ok ... never heard of an Insurance company not knowing who the alternate agent would be before? XX/XX/2015 this started all over again ... I contacted my banks credit card division and explained this once again, credit was issued on trial basis to lend time to check it out. I recieved two subsequent letters. the first acknowledging my case and later a remittance only giving partial credit for some of the monies deducted? when I called again I was again recorded and gave a similar deposition but I wanted an explanation as to why only the " last 60 days of their fraud was being acknowledged? Once I used these terms .... fraud I immediately " threatened with - if I continue with this terminology the`ll turn this over to their legal dept! ... XXXX ... I THOUGHT THAT`S WHO I WAS TALKING TO! Next I was 20 questioned as to my past " Moral Turpitude " Where had I lived out of all these addresses for 30 years ... was I the same person as having this account ... so on and so forth .... Answering all their questions was demoralizing to say the least as now I was felling like I`d been the one getting something that did not belong to me. XXXX ... Is it just me or did i get scammed again including by the bank .... I think absolutely so.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-05

E Atlantc Bch, NY

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-05

Ind Hbr Bch, FL

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: No Timely Response

2016-06-05

Damascus, PA

Delinquent account

Credit card:

Complaint: In 2013, I had a XXXX Credit card with Capital One Bank on which I defaulted. Their collection efforts were unethical as they harassed and intimidated me to settle the account in full. I felt harmed by the stress and intimidation they caused me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-05

Corpus Christi, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Complaint: Charges after XXXX are false charges. Closed account in XXXX as a charge off. Reopened by unkonown and charges made in XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-05

Brooklyn, NY

Other

Credit card:

Complaint: Dear Consumer Representative : Capital One Bank is sending me pre-approved application for a credit card. I 'm getting the mailings on a weekly bassis, mean while everytime I 'm being denied a credit card. Also, the director is mailing me a personal letter and never approve. I would like to know what is going on and get approved. Sincerely, XXXX XXXX XXXX/XXXX/2016
Company Response: Closed with explanation

Disputed: Yes Timely Response