CAPITAL ONE FINANCIAL CORPORATION

2016-06-02

Kawaihae, HI

Customer service / Customer relations

Credit card:

Complaint: Capital One Venture card telephoned to say my card was blocked but, other than to say there was an indication of possible attempted use by unauthorized user would not provide any information. I verified all outstanding charges. They still demanded I send them a photocopy of my Social Security card, proof of identity and proof of my address, and they would not accept telephone or on-online verification of my identity. I ( perhaps foolishly ) sent them copies of my Social Security card, passport and utility bill showing my address -- so now they are in a position to participate in identity theft should they not be completely honest. Nonetheless my account remains " restricted '' meaning I can not use the card or get any information from them online. I have filed an online complaint with Capital One and not received any response. Attempts to contact them by telephone result in very lengthy delays on hold and then a refusal by staff to provide any information or assistance, only evasiveness even when I speak with a supervisor. On XXXX XXXX, 2016, I wrote to them to close the account and credit the small rewards balance I have earned against the small outstanding balance on the account. Obviously it is too soon to have received a response.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-06-02

San Francisco, CA

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-02

Wallington, NJ

APR or interest rate

Credit card:

Complaint: I had transferred a balance to the Capital One credit card with promotional rate of 0 % interest. However the promotion was ok in first month but Capital One started charging interest on the balance, increased my minimum payment, which resulted my automatic payment to fall short and charging more fees on top on the interest rate. I called XXXX XXXX and they " opened '' a case saying they have to review the call recordings and in 2 to 3 weeks someone will call back. i said that is too long, the rep supposedly increased the level and said someone call you in a week. Its been about month with no calls and no change in the account regarding interest rate and promotion. I called after XXXX weeks passing and still no answer i am told by a manager capital one needs few more weeks with no guarantee and they are waiting for another info from another department and giving me no information nor working with me to resolve the issue, which initially they said they have to listen to the call, if they listen to the call its clear on the call and they will see the truth. This is costing me over {$200.00} in interest fees and much higher minimum payment resulting in financial problems. I need this taken care asap. Its a simple fix. No one transfers {$18000.00} with interest rate of over 20 %. All they have to do is listen to the call that i made the transfer on. It is clear on the call. More time passes they are gon na they do n't have the recording anymore. This is fraud and stealing money.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-02

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 XXXX 30 days past due as of XXXX XXXX, XXXX XXXX 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

2016-06-02

Huntsville, AL

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I was promised that an outstanding loan of my totaled car would be paid off/included with getting me into a new car loan, now I have XXXX car loans. I explained to the sales rep XXXX XXXX XXXX XXXX that my car was totaled by an uninsured motorist and I still owed at the time just over {$5000.00} on the car, I was shopping for a new car with having the remainder of the totaled car included. XXXX wrote all my info down plus the totaled car 's info down, along with what I could put down which was XXXX. He took that info with him to the finance department to see what I could get approved for. When he came back we discussed that while he was able to get me in a car with taking care of the $ XXXX, the payments would be higher, but I was with the same loan company. I was reluctant so they had a fiance negotiator come give me this long talk and try to get me to put money down. I explained to them that I did n't have a down payment, also that I was n't shopping for a car out of luxury, the accident left me with no other choice. I advised that I would settle with the higher payments considering to myself the loan amount was more this time around. When filing out the " we owe you '' form, at the bottom it under, you owe us there were XXXX items listed that I inquired about. They were my license, insurance card, and trade in. XXXX advised me " trade in '' represented the totaled car they was covering. Not being a sales rep, I trusted that. I signed all my paperwork and went on my way. The week of XXXX/XXXX/16, I received a late payment notice from Capital One Auto, that lead me to call both Capital One ( spoke with XXXX, Resolution Specialist, sales ID XXXX ) and XXXX ( a very rude sales manager named XXXX ). Ultimately I was told that the sales rep was not only brand new at the time I bought my car, but he had since been fired. After several back and forth calls, I submitted a complaint with the XXXX XXXX, AL. XXXX XXXX, Owner Loyalty Manager of XXXX contacted me by email first than by phone. We talked by phone about 3 times as she advised me they were wanted to resolve the situation. She scheduled for me to come in XXXX/XXXX/16, explaining that worse case scenario, they may have to put me in another car, but they would get it resolved. I was given the expectation that on XXXX/XXXX/16 I would be coming in to redo paperwork and get on with my life having XXXX car note. I left Friday being told that they needed to work on it more, Monday XXXX/XXXX/16 was a holiday so it would be Tuesday, Tuesday turn into today, Thursday XXXX/XXXX/16. Today I was told by another sales rep that they had handling the my situation that there was nothing they could do to resolve the issue. They were trying to get another bank to approve me for a loan amount that cover XXXX loan amounts that I now have with Capital One and of course no bank will approve me having XXXX outstanding car loans already. I asked did the General Manager XXXX, whom also gave me his word they would clear up XXXX mistake and get my issue taken care of, have his hands in it, and I was told he was out til Monday. So now, I 'm being put off til Monday ... I walked into XXXX on XXXX XXXX, 2016 with a folder containing, a bill from Capital One showing the pay off amount, my check stubs, my accident report, my car insurance card. I gave the sales rep all the info needed on the totaled car including what my monthly payments were. I was responsible about my business. Capital One approved me for a second loan which puts my debt to income ratio out of wack I 'm sure. I was taken advantage of and now these no one wants to correct the situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

Etna, OH

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

Newark, DE

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

Chicago, IL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Filed a complaint with Capitol one credit card company requesting that they investigate credit card fraud. My information was stolen and used without my permission. And pursuant to the request that they cease in reporting it as a delinquant issue on my credit report. I recieved an answer that they verified that it was my card, however that wasnt the complaint the complaint was that it was used fraudulantly. They refuse to close and remove the negative information from my credit report. I work for the DOJ and I am a Military VET this is hurting my ability to advance my career and also buy a home for me and my family.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

PA

Credit card protection / Debt protection

Credit card:

Complaint: I lost my job and I had protection on both of my Capital One credit cards. In the meantime, my partner, was the person who always paid my card payments, monthly from HER account. This went on for 4 years approximately. When I was laid off from my job XX/XX/XXXX, I waited the 30 day period Capital One requests before the protection can kick in. When I called they had informed me that I did not have this protection and that it was cancelled XX/XX/XXXX, I advised them I was not the person who cancelled this and that it was possibly my live in partner, who I did not authorize to do so. The woman told me that there was nothing she can do and that I would have to wait for them to pull the tapes and investigate the call. Ironically, I also was informed that this was the same month and year that Capital One stopped offering XXXX XXXX in cases of someone losing a job. I voiced my concern with this, as well as me not authorizing anything to be cancelled and informed her of my partner wrongfully taking my credentials to do things soley because SHE was the one paying for my bills at that time. A few days later I received a phone call and the woman I spoke with rudely told me there was nothing they can do and that the voice tapes states its me who infact cancelled these services and that they were refunded back to my account. I told her I was NOT the one who did this and that I wanted to escalate, she told me that I could not because they pulled tapes. I said well, how do you have proof that it is me? Anyone can call in that is a female, as long as they have the proper information, state they want to do anything to an account. Which is what happened with my ex girlfriend. I told her if I had another females credentials, I also can do the same. Just because someone stated they were me, proceeded to give information, does not mean they are me. I also explained that I found it funny that this was the second time in several years that Capital One had " claimed '' my protection if I became unemployed was " cancelled '' on both cards. This also happened XX/XX/XXXX to me. In which I added it back on and let it go. The woman told me the only thing she can do is adjust the account, which STILL has n't been done, but that is all. She can not help and I am left hanging with payments now behind on both cards due to unemployment.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-01

FL

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: XX/XX/XXXX Capital one auto took our Vehicle, During the agreement that I thought we had and was waiting for documents in the mail, as we modified our terms due to a death in the family, as they possession of the Vehicle we had attempted to speak to anyone at Capital -one to find out how we can recover our Truck back, we were never given any correct answers to this or even where the Vehicle had been taken, we were told we would receive a call back or letter in the mail, so we needed to wait, i called a week later and was told by another person, someone from the repo dept will be in touch I made it clear we also had personal belongings in their and items my husband needed for work that this was very important, 2 more weeks went by and now i have NYS dmv asking me for the plates, How can i return plates back when no-body will tell us where the truck is and why cant we pay and have it back, as we continue to try to get answers we find out our license is now suspended in NYS due to the plates, we are now in XX/XX/XXXX and I can say we are still waiting for this so called certification letter, or Phone call, never knew they sold my vehicle, Nothing absolutely not one correspondence from them via phone, Email, or certified letter. We decide we are going to buy a home this year to find out capital one is on our credit report with this enormous amount of money they are trying to collect during a charge off, I have been disputing this with all XXXX CRA and the company, on mine and my Husbands reports, How does Capital one keep Validating this charge, When i could n't get a time or day with them, to fix this problem XX/XX/XXXX and now they want over {$9.00} for a vehicle they would n't let us have back after an agreed modification, Where are our rights, The CRA claim there rights with FCRA, Then when i dispute it again, the CRA come back saying there not on my report and they close it, following month they reappear on our reports Where are our rights with this company '' this game playing is for children '' and i have no time for this I have been requesting for years, and even more now, I want to see CERTIFIED ( copies ) of all mailings they have sent to us giving us a chance to pay arrears ( even thou they did a modification with us ) or getting our belongings what did they sell our vehicle for? where was it? where is our belongings? we have no answers I have months years of paper trail, with no responses other than from the CRA saying it remains on the credit reports PLEASE HELP!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-01

MA

Other

Credit card:

Complaint: I returned an item to XXXX, but they did not credit my account. I sent documentation and letters to Capital One indicating proof of lack of indebtedness but they claim I have not. I received a small claims judgement against XXXX, but Capital One refused to credit my account.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-01

Bertram, IA

Taking/threatening an illegal action

Debt collection: Credit card

Seized/Attempted to seize property
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Menasha, WI

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Brooklyn, NY

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Morningside, NY

Customer service / Customer relations

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-31

Ann Arbor, MI

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-31

OK

Closing/Cancelling account

Credit card:

Complaint: We purchased a ring from Helzberg Diamonds for my wife on XXXX XXXX, 2016 and opened a credit card account that night with Capital One to save 10 % on the purchase. Helzberg did not give us a 10 % discount but rather a 5 % and 5 %. After the sale we turned around and wrote a check to have a zero balance on the credit card. It was a beautiful ring but unfortunately we took it back because the stone was not changing colors ( XXXX ). I received my money back immediately that was paid from a debit card. I called Capital One when I received the credit card in the mail and canceled the account. I received a letter in the mail dated XXXX XXXX, 2016 stating that the credit card account was closed. I was also told that I should receive the money back we paid from using the credit card within 10 days. I have called several times because the check was not in the mail and I was told each time it was. I also received a billing statement from Capital One that was dated XXXX XXXX, 2016 which shows a credit on the account. Finally on XXXX XXXX, 2016 I spoke with a manager and Capital One who informed me that my check would be overnighted and would arrive on XXXX XXXX, 2016 due to XXXX. I told her that would be fine. I check the mail today and still no check from Capital One. I called and spoke with a different manager today and she told me that the check was not even in the mail. It has been 27 days since the ring was returned and I still do not know when I will receive my money back from Capital One. My wife and I will never make a purchase at Helzberg Diamonds again. We will also never use a credit card that has anything to do with Capital One.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

VA

Billing disputes

Credit card:

Complaint: I went through a credit consolidation company to reduce my debts, the program was to be be completed XX/XX/XXXX. Instead of closing my account with Capitol One, Capitol one took the payments that were issued to the agreed account, after it had a XXXX balance and applied them to my other card. The card that had payments placed to it was not in the consolidation and caused my account with the consolidation company to remain open, where I incurred service fees monthly. At no time was there any arrangement to pay on any other account, only the 1 that was listed in the consolidation contract. I feel strongly that this was a breech of contract with Cap.One and highly illegal. At no time did I approve my payments to go to any other account. The accounts, including one in my wifes name, were receiving payments. The consolidation loan was only in my name, so not only did Cap. One make payments that were directed to accounts not in the consolidation agreement they applied money to an account that was n't in my name. I have contacted cap one and their response was it is in their practice to take over payments and apply them to other cards. ABSOLUTELY NOT! That can not be legal. A consolidation company works with the debtors to drop interest and reduce the payments, the open accounts had not been included in this. Had this account been paid off my consolidation payments would have finished XX/XX/XXXX for all the companies in my debt consolidation. being that it was not, I had several months where my payments were being divided between Cap one and a separate debt. So not only did I pay out XXXX months of unnecessary service fees it lengthened my pay off to the other account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

KY

Advertising and marketing

Credit card:

Complaint: On XXXX/XXXX/2016 I made purchased a furniture set for roughly {$1000.00} on Kohls.com. This order number is XXXX. My formal complaint is regarding their credit card marketing and the misleading approach that they use. I had planned to use my XXXX XXXX yesterday and when I submitted all information in the ordering process a pop-up window appeared. I was on the very last submission page about to click " submit and finalize order. '' This pop-up says, " Apply for a Kohls charge card and you can save 20 % on this order! '' My order totaled {$920.00}. I am not XXXX to take out credit cards, but this was enough of a discount that I thought it would be a good idea. I had used a coupon code prior on the site, but it says under promotion codes you can use up to XXXX. I also looked at the fine print ON the pop-up ad and no where led me to believe I could n't use the discount especially since they already had all of my order information. I moved forward with the application process to be approved. As soon as I went back to the submission page and submitted the order I realized it had not taken 20 % off additionally. I called customer service and they told me that it was due to me having a discount already. I see this as nothing, but a misleading marketing ploy and they even agreed on the phone that it could be misleading. Even though they seemed somewhat sympathetic to me they were not willing to return my grievance of 20 % ( {$180.00} ).
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Discovery Bay, CA

Delinquent account

Credit card:

Complaint: capital one is hitting me with a 30 day late on my credit report. between XX/XX/XXXX-XX/XX/XXXX i had setup automatic payments via their website. the payments were supposed to come out of my account on the XXXX of every month. for some reason capital one never withdrew the money from my account. Capital one didnt contact me via phone until i was 36 days late. i immediately paid the balance owed. now i have a 30 day late on my credit report if capital one system would hav eworked correctly or they had contacted me prior to the 30 days, this would not be an issue i dont think my credit should be stained because capital one system didnt work properly. at this point capital one has told me there is nothing they can do. i know this to be false. i havent been late on this or any other card in the last 7 years.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Sarasota, FL

Billing statement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-31

Chicago, IL

Other

Credit card:

Complaint: My Capital One card initially called to assist me with payment so that I could avoid being late on the payment and mislead me and it keeps reporting the late payment. I had contacted them numerously about this and they refuse to rectify the bad reporting to the credit bureaus.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Phoenix, AZ

Credit determination

Credit card:

Complaint: I applied for a business credit card with Capital One. Capital One ran my credit ( score of XXXX ; see attached ). I have a fraud alert on my credit report so Capital One was supposed to call me and ask me questions about my report to verify my identity. Capital One never called me at the number provided. I received a letter from Capital One dated XXXX XXXX ( attached ) stating that they were unable to reach me concerning the fraud alert. I wrote Capital One back ( attached ) informing them I never received a call from them and asking them to call me back. They never did as of XX/XX/XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-30

Defense Depot, PA

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response