CAPITAL ONE FINANCIAL CORPORATION

2016-05-16

Orion Twp, MI

Closing/Cancelling account

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-16

Fort Worth, TX

Customer service / Customer relations

Credit card:

Complaint: On Friday XXXX/XXXX/2016 I tried to withdraw cash from an ATM with my Capital One CC to no avail. Contacted their CS XXXX # and realized I was entering wrong pin #. This was after 3 failed attempts. Then entered correct # but ATM refused to accept. The establishment we were at agreed to advance {$20.00} on a tab. I was attending a charity fundraising event and needed cash to tip performers. When I attempted to close my tab Capital One had frozen the acct for possible " fraudulent activity. '' I then contacted CS again ; they transferred me to the Fraud Dept where I s/w XXXX at approximately XXXX A.M. After giving ALL my pertinent security info ( SSN, DOB , address/phone #, security code, etc ... ) I was then asked XXXX different security questions RE addresses I have been associated with -- -some I 've not lived at in over XXXX years including my grandparent 's address where I never lived! The Fraud CSR, XXXX had an apparent XXXX accent and was difficult to understand. Due to my XXXX, XXXX, we had the entire conversation on speaker phone. My roommate/caretaker was talking on my behalf. This created deep concern on XXXX part ; to say the least her accent, my roommate 's impatience and mutual confusion caused the situation to escalate. XXXX informed me that, despite following every security procedure successfully, I would now be required to submit my ID via email link/fax to further verify my identity. To say the least it was HIGHLY EMBARRASSING & DEHUMANIZING to deal with all of this and NOT be able to pay my bill! Earlier in the month, XX/XX/XXXX & XX/XX/XXXX, I had made two {$100.00} payments - XXXX of my monthly XXXX limited income. To say the least money was on the acct and I 've done my best to be a responsible customer. Within one hour of receiving the email link I submitted a scanned copy of my XXXX state ID. I immediately called CS & s/w XXXX, a senior Fraud Dept Mgr, at XXXX He verified that my emailed copy of ID was received. However, it would take 72 business hours for the ID to be verified before a decision could be taken to resolve the blocked CC. I expressed my DEEP FRUSTRATION & ANGER and this was completely unacceptable. On Saturday XX/XX/XXXX I called Capital One CS Dept again. At XXXX I s/w XXXX and expl 'd the entire previous night 's events and that I demanded immediate resolution since EVERY security precaution had been followed and request for info/documentation had been complied with. I was then transferred to Senior Fraud Dept Mgr XXXX at XXXX Once again I relayed the entire previous XXXX hours events, demanding immediate resolution. He graciously explained regret but that their system could not be circumvented by any human and I 'd have to wait the XXXX business hours for any resolution. Today, Monday XX/XX/XXXX, I called Capital One corporate HQ in XXXX and demanded to s/w CEO XXXX XXXX or his administrative assistant. I was transferred to their Executive Consumer Resolution Dept in XXXX where I s/w XXXX at XXXX CST. Once again I relayed the whole story. She was very gracious, empathetic and patient. XXXX explained that this event would be " red flagged '' but could take up to 3-5 days before I might receive a call back. In the meantime I 'm still unable to access MY funds while needing to obtain Rxs and pet food for my animals. THIS IS COMPLETELY UNACCEPTABLE!!! I 've followed EVERY security procedure and identity verification!!! IT 'S SAD AND DEPLORABLE when there is no procedure in place for human beings to override computerized systems in a verifiable special circumstance when the consumer meets EVERY requirement and is still punished for no fault of his/her own!!!!!!!!!!!!!!!!
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-05-16

Boca Raton, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Superstition Mtn, AZ

Credit card protection / Debt protection

Credit card:

Complaint: I requested a line of credit increase from Capital One on my Secured Card. At the time I opened the my secured card account I read on the Capital One website : credit line increases would be considered either by additional deposit of funds or review by Capital One. I received an update on the Capital One Message Center stating my request was denied for the following reason : " Unsecured credit line increases are not available upon request on Secured Card account. '' I chatted with Capital One to find out : 1. no funds maybe deposited to increase my line of credit, 2. the message I received concerning denial was not the real reason the line of credit increase was declined, 3. Capital One does not conduct periodic reviews or have a review schedule for a line of credit increase. I came away from the chat with the following : 1. additional funds may not be deposited which is contrary to advertisement, 2. inaccurate reasons for denial are provided by an account rep and communicated to the customer on the Capital One Message Center 3. The customer looking to improve their credit will not have a periodic review 4. Capital One does not have a periodic review schedule for any type of line of credit increase
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

MD

Customer service / Customer relations

Credit card:

Complaint: A credit card I had not requested supplied incorrect address to credit bureaus.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-16

San Antonio, TX

Other

Credit card:

Complaint: Financed motorcycle through XXXX XXXX XXXX on XXXX XXXX XXXX. Paid off account to {$0.00} balance on XXXX XXXX XXXX. Contacted Capital One about title and was informed original title was sent XXXX XXXX XXXX. Never received. Contacted again and was informed that Release of Lien was sent XXXX XXXX XXXX. Never received. Capital One phone representatives have claimed documents were sent to correct address via USPS with no tracking number. Included as an attachment is the statement noting that I have a {$0.00} balance on the account. Also included is a scanned receipt of purchase on XXXX XXXX. DMV confirmed that Capital One has to send me either the original title or the Release of Lien due to it being a paper copy. I originally contacted Texas Attorney General 's Consumer Protection who referred me to the Office of Consumer Credit Commissioner who referred me to the Office of the Comptroller of the Currency who referred me to the Consumer Financial Protection Bureau.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-16

Annapolis, MD

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-16

Anacortes, WA

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Newport, TN

Customer service / Customer relations

Credit card:

Complaint: We have a trip booked to the XXXX, through Capital One 's travel Center. They have my wife 's maiden name on the ticket. They are refusing to change it to her married name.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-16

Seattle, WA

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: I complaint to Capital one about their practices in XXXX2015 and at that time told them to close my account and to send me a final bill. They sent me a email detailing the amount due in XXXX2015, but did not close the account despite several back and forth online chats to do so. But they did, following these chats send the email of the total they said was due at the time but did not close the account. So now they have been sending me email telling me they are going to charge off my account as it is 6 months overdue. And from my last filed complaint on here, they refused to send me a paper or email account of what when on, so all their correspondence is one sided basically except for email and the billing notices.. People stay away from this bank worse company I have ever dealt with. could not attach in XXXX step so placing document here. The email sent when I requested they send balance. it is almost XXXX dollars now. Capital One Add to contacts XXXX/XXXX/15 To : XXXXXXXXXXXX Account ending in XXXX XXXX, As requested, we 're notifying you that as of XXXX XXXX, 2015, your Capital One XXXX From : Capital One XXXX You moved this message to its current location. Sent : XXXX XXXX/XXXX/15 XXXX XXXX To : XXXXXXXXXXXX Check your account balance today. Your balance has reached {$330.00}. RE : Account ending in XXXX XXXX, As requested, we 're notifying you that as of XXXX XXXX, 2015, your Capital One XXXX account balance is {$330.00}. This balance does not reflect pending transactions. Please visit Online Banking to view transaction details.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

AL

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Recently, I received a copy of my credit report. The credit report showed a credit inquiry by the companies listed, and that I do not recall authorizing. I understand this should n't be allowed to put an inquiry on my file unless I have authorized it. I have written Capital One Bank to have the inquiry removed from my credit file, but received no response. I have sent the complaint letter certified mail but I received no response to this issue. I kindly asked the Capital One Bank to forward me documentation that I have had on file or removed it all together. The creditor did not have authorization to inquire into my credit report as a breach may have taken place and my social security # has been compromised. Capital One Bank did not bother to respond or provide documentation that a credit inquiry was authorized by me. I am complaining about the deceptive and unclear authorization form supposedly I received to acquire such inquiry. The creditors have ignored my challenge which I sent Certified Mail Return Receipt Requested and kept track of the time that I sent the letter. By law if the inquiring creditor does n't respond within about thirty days. I have ample grounds to demand some action. At that point, it 's almost irrelevant whether or not you authorized the inquiry. This has becomes about the creditor 's lack of response to a consumer dispute. I am holding my grounds and demanding that the inquiry be immediately removed. I XXXX XXXX give permission and consent to the Consumer Financial Protection Bureau to obtain all XXXX credit reports to verify credit history. RESOLUTION : Would be to remove the inquiry or suppress by law.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-16

Seneca, SC

Billing disputes

Credit card:

Complaint: Made a purchase at Kohl 's in XXXX. Never received an email or written statement. They called yesterday to tell me that I had n't paid in two months and that I had the wrong email on file, However, I continue to receive emails regarding other announcements from Kohl 's. I have never been late on a payment for anything and this {$29.00} purchase is affecting my credit. My penalty was {$81.00}. I promptly closed my credit card with Kohl 's.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-05-15

Pflugerville, TX

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-15

Waldorf, MD

Credit line increase/decrease

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-05-14

MD

Billing disputes

Credit card:

Complaint: XXXX XXXX reported my credit card ending in XXXX as 30 days late for XXXX 2016. I made my payment using the app. They had just upgraded the app with new features. I added a new bank account and made my payment using the new app. They called me a few days later telling me that my payment was returned. I told them that this was not possible. I asked which account did they use they advised of my old bank account. I explained to them that I added a new account. I explained that it must have been an error with the app. I made a new payment and was assured that I would not have a problem. I just checked my credit and they reported me 30 days late. I plan to litagate this matter. I closed all of my accounts with them. The agent I spoke with tonight admitted that he could see the mistake, however after he spoke with a supervisor he came back and said he could no longer get the item corrected and that I had to do a dispute. His supervisor advised him that my account is reporting accurately.
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-05-14

Spring Hill, FL

Other

Credit card:

Complaint: i applied and was approved for a capital one secured credit card XX/XX/XXXX. I cancelled this card a few months ago, around XX/XX/XXXX XX/XX/XXXX, They informed me i would receive the {$300.00} back unless there was an outstanding balance. They indicated to me that I would receive a check for aprox. {$85.00}. Because of the outstanding balance. I never received a check so contacted them today XXXX/XXXX/XXXX. Now they are telling me that i was only getting {$150.00}. of the {$300.00} back. My complaint is I was informed that I would receive the {$300.00} back from my security deposit, now they are stating the the other {$150.00} is for other fees, of which I have no idea what they are talking about. I feel they owe me {$150.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-14

East Rockaway, NY

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Complaint: This debt is beyond the statue of limitations I am not taking responsibility for the payment
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Cleveland, OH

Credit determination

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-13

Baltimore, MD

Late fee

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Borough, CT

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Fort Lauderdale, FL

Taking/threatening an illegal action

Debt collection: Credit card

Attempted to/Collected exempt funds
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-13

Bywater, LA

Managing the loan or lease

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Windsor Castle, PA

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Sierra Madre, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-13

Roxbury, NY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: I have been paying the original loan now for over 12 years. Although they gave me a hardship plan I know that they continue to make monies from I debt already paid. How much interest are these companies allowed to extort. I am considered a high risk patient I no longer stand to be used. My initial sebt started in 2003.
Company Response: Closed with explanation

Disputed: No Timely Response