CAPITAL ONE FINANCIAL CORPORATION

2016-04-18

Boise, ID

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Taft, OH

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Cloverly, MD

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Newnan, GA

Closing/Cancelling account

Credit card:

Complaint: was told on hold on XXXX/XXXX/XXXX. on XXXX XXXX XXXX saw my credit report I was 90 days late and owed XXXX dollars. called was told they would call back XXXX hours. wrote called 4 more times. sent payment. requested account be closed in XXXX and XXXX/XXXX/XXXX. they refuse transfer my call 3 times an hour later they claim they will call me back .will not close account, give me my balance or send me a statement. please HELP.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Oceanside, CA

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Mount Holly, OH

Billing disputes

Credit card:

Complaint: On XXXX/XXXX/16 I purchased a shake sample with no contract or commitment. It said if cancelled within 13 days there would not be an auto ship. I cancelled the next day. I have a XXXX. I sent a email to the company the very next day and had confirmation that it was cancelled. The company billed me anyway. I made a mistake by filling a dispute with Capitol One as apposed to contacting the company. Despite my proof that I was NOT in the wrong, Capitol One re-billed the charge almost immediately. I spent 50 days and numerous hours trying to contact my " specialist '' whom I never was able to reach. I was lied to, told the dispute was not closed while I was getting letters saying the closed my case. I was reduced to tears and felt help helpless. I finally called the company. I was crying. They said they could n't believe Capitol One has put me through this ordeal as they could see that I was not in the wrong and they apologized profusely. They said since it was in a depute process, they could n't help. I contacted Capitol One again to learn that they refused to help me ...
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Nyc, NY

Other

Credit card:

Complaint: In 2011, I received a refund from XXXX for unsatisfactory services to my credit card. When the refund was placed back to my account ending in XXXX, Capital One charged me back for the money. I would like the money returned to me, as I won my dispute with XXXX and am entitled to it.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Corpus Christi, TX

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

2016-04-18

Smyrna, SC

Billing disputes

Credit card:

Complaint: On XXXX XXXX, XXXX XXXX fraudulent transactions appeared on my Capital One credit card in the amounts of {$250.00}, {$120.00} and {$500.00}. All of these transactions were with Nordstroms ( the merchant ). I have never shopped or purchased anything from Nordstroms in my life. I received a text notification regarding these charges on XXXX XXXX, XXXX in the afternoon and within moments, contacted the Capital One fraud department. Capital One neutralized all three of these charges on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, Nordstroms credited my account with {$250.00}. The effect of this was that my account was credited in the amount of {$250.00} two times, once by Capital One and once by Nordstroms. I recognized this was an error and paid Capital One, rightfully so, {$250.00}, which neturalized that transaction again. On XXXX XXXX, XXXX Capital One adjusted my account by adding {$250.00} and {$500.00} to my balance. As mentioned above, I neutralized the {$250.00} double credit. I received a letter unsigned, but dated XXXX XXXX, XXXX from Capital One, apparently from XXXX XXXX from the Customer Fraud Protection unit stating that {$500.00} was being added to my account because the account was credited two times in the amount of {$500.00}, once by Capital One and once by Nordstroms. A few days later, I received the exact same letter from Capital One. This is NOT CORRECT. Nowhere on any statement or account activity document does a {$500.00} credit from Nortstroms show up. I initiated numerous calls to the Customer Fraud Protection unit at XXXX, the number on the letter, These calls were an exercise in major frustration mainly because it was so difficult to understand the so-called customer service representatives because of the lack of their English language skills ( and yes, I did press the correct selection for English ). I left a return number for XXXX XXXX on several occasion XXXX and never received a return call or message. Finally, on XXXX XXXX, XXXX, I managed to get connected to XXXX XXXX ( I think XXXX stands for XXXX ). She went over this situation thoroughly and told me that this was a mistake made by someone other than her and she would see to it that {$500.00} would be removed from my account. She indicated that another department made this mistake. It is now XX/XX/XXXX and the {$500.00} remains on my account. I made several more calls to the number on the letter and was unable to convey my concerns in a manner that was understood by the customer service reps ( again, a language issue ). All they could say was that the issue was under investigation. So, This issue has been around now since XX/XX/XXXX and I seem unable to resolve it with Capital One. I am not sure whose fault this is, Capital One or Nordstroms, but I do n't believe it is mine. I called and reported the fraud, answered all questions asked of me ( which were mostly what my account number was ) and received a new credit card with a different account number. I am a reasonable savvy person in the financial and banking arena, but I have never, ever had a situation like this remain unresolved for so long. I am not sure what kind of problem Capital One has and I feel totally helpless and at their mercy.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Tarzana, CA

Other fee

Credit card:

Complaint: Capital One Credit Card has been charging continuous regular interest rate plus cash advance interest rate, even the loan was fully paid. I used it again the following month after it was fully paid, and the usual interest kicks in including the cash advance that i took for {$200.00}, XX/XX/XXXX, and had been charging me interest since then till XX/XX/XXXX for almost $ XXXX/per month for the past 3years on top of the 25 % interest every month. Even I almost paid it off XX/XX/XXXX, but they are continuing to charge cash adv interest, thy offered me {$20.00} credit this month, but i told them that i will report them and the {$20.00}, is not enough credit for the interest they keep on billing me. They told me to call again next month to check and see if I was billed again for the cash adv int. but i just want to let you know for the credit card companies bad practice killing the small people, trying to keep afloat in this difficult times.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-18

Library, PA

Advertising and marketing

Credit card:

Complaint: I applied for a capital one XXXX business card for an llc for which I am a member. The card is now reporting to my personal credit report. I called capital one and they said they would switch it to the company credit report. However, they called me weeks later and informed me that they added the TIN to the card but will not remove it from my personal credit. This is not a personal debt. It is the debt of the company, XXXX XXXX XXXX, and paid for by the company. If it were a personal card, it should not have been marketed as a business card and to the business with the business name on it and reporting to the business credit report. If it is indeed a business card, then it should be taken off my personal credit report. One of the other llc members also has a XXXX business card, that includes me on it as well as the business name, and capital one will not allow me to close that account because they are saying that is her personal card, even though it has the company name and tin attached to it also.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Beavercrk Twp, OH

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-18

Alex, LA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I divorced in XXXX. A home was settled in divorce through XXXX XXXX XXXX as my ex-husbands. He did not pay the debt. XXXX mortgage was XXXX, XXXX was Capital One. House was sold in Sheriff 's sale. In XXXX, I received a call from XXXX XXXX to " settle '' the debt which was previously Capital One 's, the XXXX mortgage. I " settled '' with XXXX XXXX for {$28000.00} on XXXX/XXXX/XXXX. Capital One has NEVER acknowledged that the debt was settled. It is my understanding based on my personal research, that it may have went to XXXX from Capital One then XXXX XXXX bought it from XXXX Capital One has continued to say I owe them the full amount yet they can not seem to provide any records or trail of what happened to the debt. I hired an attorney as Capital One decided to start putting it on my credit report in XXXX I think and would n't work with me towards resolution. 3 days after my attorney contacted Capital One, they sent a letter to me saying the account would be shown as " closed '' now. I thought this meant it was resolved yet now Capital One has sent me a XXXX for the full amount of {$44000.00}. I ca n't file my taxes now until this is resolved and they will NOT return my attorney 's call.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-18

Fresno, CA

Improper contact or sharing of info

Debt collection: Credit card

Contacted me after I asked not to
Complaint: XXXX XXXX XXXX is calling me after I have requested that do not contact me via a letter i sent which the rep says they didnt receive which i know is false because they sent me a letter responding to the letter i sent verifying an account that they verified with insufficient proof via a statement which doesnt proof anything I want all contact ceased! and I want the account removed from my credit report! since it has not been properly verified.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-17

Charlotte, NC

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-04-17

Upper Marlboro, MD

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: On or around XXXX XXXX, 2016, I, XXXX XXXX, initiated in-house transfers from my Capital One checking account to go into my Capital One 360 Accounts ( XXXX PEO 360 account and XXXX Retail 360 account ). I have had these XXXX accounts with Capital One for approximately two years ( as well as the checking account ). XXXX account was used to fund my XXXX retirement account and the XXXX 360 account was intended to be a savings account. Both of these accounts was first funded by a checking account that I had with XXXX. I later opened the Capital One checking account and the XXXX 360 accounts was recurrently funded by the Capital One checking account. I was positively making deposits into both accounts successfully for a while. I came into some financial difficulties and it became that I was not having the funds available from the XXXX account nor the Capital One checking account. When this happened I would receive an email from Capital One that the funds was not available and the transaction could not be performed. Never was there an NSF attached to this issue. Due to the recurrent notice of unable to perform the transactions, I stopped the recurrent transfers. My intent was to deposit the funds as I received them ( available ). In the past recent months, this has proven to be unsuccessful. On the XXXX of XXXX, I decided to give the recurring transfers another try, in a attempt to see if this would aid me in making those funds available. The first transfer was scheduled to happen on Friday XXXX XXXX, 2016. I was aware of the funds not in the account. However, under the understanding of the present and past history, I understood that the transactions would not be made. On Saturday when I checked my account, there was a $ XXXX deficiency. Capital One transferred {$25.00} per 360 account and charged a {$35.00} NSF for both accounts. I spoke with several customer service agents at Capital One Bank and 360 representative. I stated that this was a in-house transaction that did not have to be performed because the funds was not available. As a precedent, this action would not have been performed. The XXXX rules states that ACH transactions are those of Direct Deposit or transactions on a payment. The transfers that Capital One performed was neither of these XXXX rules. Capital One did not lose on the transaction, they put funds back into their own door ; of which would be for their use. I instructed each representatives of whom I spoke to on Saturday XXXX/XXXX/2016 to return the funds back to the checking account and close the XXXX 360 accounts. They refused to do so. The funds was posted into my accounts on this day XXXX/XXXX/2016 and was available for dispute. However, Capital One failed to allow me to dispute these transactions. Please see attach transaction information showing funds not available and no NSF attach to the precedents. The representative for the 360 accounts stated that 360 does not have NSF fees associated with those account. Therefore, Capital One can not ethically initiate NSF on funds that are 360 funds.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-17

Palos Park, IL

Delinquent account

Credit card:

Complaint: On XXXX XXXX of XXXX I realized I missed my XXXX payment which was due on XXXX XXXX. Prior to this I had NEVER missed a payment but dealing with XXXX XXXX, I forgot. I called Capital One IMMEDIATELY and got an offshore rep. She was kind enough to waive my late fee for XXXX ( since the XXXX payment was n't due til the XXXX, there was no late payment for that month, at the time the bill was {$65.00} ), she said with the credit for the late fee of {$25.00}, my payment due would be {$40.00}. I decided to pay an even {$50.00}. I asked the rep numerous times if this payment brought my account current through XXXX since the bill also included my XXXX payment and she said YES. I had to leave XXXX for my family members ' funeral and other family affairs so I would have been gone from the end of XXXX to the end of XXXX of XXXX, because I knew I would have limited phone and Internet service, I decided to set up automatic payment with Capital One. Needless to say, the setup failed and I missed XXXX 's and XXXX 's payment. I disputed with Capital One and they decided to remove the late payment and reporting to the XXXX credit bureaus according to XXXX different conversations I had with reps and supervisors combined. I was looking for the written confirmation and they said it will be in the mail and my report will update in 30 days. I received the letter alright, as well as an update on my report but it was nothing the reps and supervisors told me previously. The letter stated the error was not on their end in regards to the auto pay and the reporting is correct and will not be removed ( TOTALLY contradicting what I was told in previous calls with XXXX to XXXX different people ). I decided to take the blame as in truth and in fact, they never received the payment, whether through my error or their system. It was n't until I was scouring my report that I realized the XXXX payment that I made on the XXXX was being reported as late. I called Capital One and the agent explained that even though I received the credit of {$25.00} and paid {$50.00} ( a total of {$75.00} credit on a {$65.00} bill ) I still needed to pay the full {$65.00} that was due at the time, so essentially I was being reported late for {$15.00} because the rep at Capital One did not know her job and told me I was paid in full with her {$25.00} credit and my {$50.00} payment. The rep that I was speaking with ( who said he was a supervisor ) stated he will remove the 60 day late payment stemming from the XXXX miscommunication but will not do anything about the 30 day late from XXXX, I told him that was fair and went on my way, this was XXXX XXXX. I called on XXXX XXXX to make sure all was going according to plan and sure enough the rep I spoke with this time said nothing is being done and I was advised wrong but they will review the recording and if that is what I was told, they will honor it ( this rep was a supervisor ) I was told she will review this and be in close contact with me. I was given her name and personal number, I was called on the XXXX of XXXX to say they are still reviewing but after that, silence. I called and left numerous VM for her on the number she gave me and, NOTHING, not even a call back. I called the XXXX number, I tried getting through to this supervisor again and received nothing but crickets. Capital One and the agents as well as the supervisors are crooked to say the least and needs to be brought into the spotlight! Shady, lying people they are and as a consumer I am now suffering because these reps are untrained and could care less about the consumers, as long as it 's not their life then business as usual I guess.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-17

ME

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: In 2008 I lived in a shelter for XXXX and had my identity stolen and a fraudulent credit card was used by someone using my personal information. I reported identity fraud years ago but this credit card is still being reported to the credit reporting agencies and a third debt buy agency has purchased this debt and trying to collect it from me. In the amount of $ XXXX.In addition the statue of limitations has run out on this debt and when these debt buying agencies report it as if it were a new debt. It is a capitol one Bank card. I never received this credit card and would like to have this removed from my credit reports. I do have records of a previous debt buying agency sending me mail and trying to collect this debt. I also have a copy of a credit report from years ago with this credit card on it back in 2008.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-16

Mccullers, NC

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-16

Primm Springs, TN

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-16

Harrisville, NH

Balance transfer

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-16

Fort Lauderdale, FL

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-16

Federal Way, WA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My significant other & I have been in a Loan Modification process for several weeks with Capital One after receiving a Notice of Foreclosure Sale. The last sale date had been set for XXXX XXXX, 2016, and because we had submitted paperwork, they moved the sale date out to XXXX XXXX. Last week, XXXX XXXX, we faxed them updated bank statements - the last documents they requested. This week Capital One said they had all the documents and that our file is now with the Loss Mitigation Underwriter. I have been checking the Trustee 's foreclosure sale website and it is still showing a sale date for next Friday, XXXX XXXX, 2016. I spoke with XXXX on Thursday, XXXX ; and XXXX on XXXX at Capital One and was told by both of them that XXXX was going to contact the Trustee 's office & have the date postponed or canceled. Since, as of today, XXXX XXXX, the Trustee 's website had n't changed, I contacted them directly and they stated that had n't received any further communication from Capital One since the request in XXXX for moving the date back to XXXX XXXX. I 'm interpreting that they had asked the Trustee to move it back approx. 30 days, which would put it on or around XXXX XXXX, 2016. My complaint is that since we are in a full loan modification process, they can not still be pursuing an active foreclosure process. This is dual-tracking and my understanding is not allowed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-16

Irwin, PA

Billing disputes

Credit card:

Complaint: I was charged {$26.00} by a merchant. I did not receive any supporting documentation for this charge. After contacting the merchant and asking for supporting documentation, I was told that the merchant had none. However, the merchant still refused to refund my money. I filed a dispute with card issuer, Capital One. They initially credited the amount and asked for more documentation. I filled out the documentation and sent it back. Without contacting me, Capital One rebilled the {$26.00}. I contacted them, and they refused to reopen the dispute. Capital One claimed that in order to win the dispute, I needed to provide a receipt from the vendor showing an amount different than {$26.00}. I explained that I received no such receipt from the vendor at all, which was the issue in the first place. The vendor should have to provide documentation for the charge in order to win the dispute. Capital One admitted to not conducting an investigation with the merchant or even contacting the merchant at all. They simply applied the charge because I could not prove a negative ( i.e. provide a receipt which did not exist in the first place ). This is in breach of their duty to conduct an investigation of the dispute.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-16

TX

Billing statement

Credit card:

Complaint: I recently accepted an offer for the GM " XXXX '' rewards card. I created an online account and enabled online billing statements as I do with all of my cards. Shortly after doing this, CapitalOne started listing the online portal as " Website Maintenance in Progress ''. I have tried to access the portal on numerous occasions over the past month but the portal has been " Website Maintenance in Progress '' every time I have attempted to access it. Given the maintenance, I can not log in to my online account to make payments, or more importantly, receive my billing statement. I was forced to make a phone payment on this account without being able to review my statement for accuracy. I contacted CapitalOne on several occasions via social media and email but I never heard back from them. This has been ongoing for well over a month and it is unacceptable.
Company Response: Closed with explanation

Disputed: No Timely Response