CAPITAL ONE FINANCIAL CORPORATION

2016-04-10

Jupiter, FL

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX I paid off my wife car over the telephone with Capital one auto finance and they ACH the payment from my bank account. 4 months later I was checking my credit history on my capital one phone app and it showed me owing a balance {$270.00} I immediately contacted capital one cutover service and after 3 hours of them hanging up the phone on me I finally was able to reach XXXX ID # XXXX and he was the only one who showed me respect and was sincere in trying to help me. He gave me his extension number of XXXX he also connected to the president hotline and I talked with XXXX ID # XXXX and she said they would look into it and contact me back before XXXX and she did. She told me that a supervisor listen to the recording of my payoff from XXXX and that I was XXXX correct and the issue would be handle ASAP and the negative remarks would be removed from my credit report and that I would not owe anymore money for my car since I paid it off in XXXX. I asked why was I never notified and it took me calling four months later and she could not answer that question. I also asked if I would receive my title she said yes. Today I received and letter from capital one auto finance that said notice of strict enforcement of contract rights defending {$270.00} from me or my car will be repossess. I think this serious abuse of Captial one trying to bully me and it 's not fair. Please look into this matter for me. Sincerely XXXX XXXX
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-10

Brooklyn, NY

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-10

Oaklevel, VA

Delinquent account

Credit card:

Complaint: Capital One/XXXX is reporting to XXXX that I had a 120 + late payment back in XXXX 2009 which is false that account was always paid ontime. Recently after disputing the information with XXXX Capital OneXXXX updated that the account had a positive revolving history to XXXX and XXXX but not to XXXX. This is negatively affecting my credit.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-10

Detroit, MI

Other

Credit card:

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-04-10

PA

Credit determination

Credit card:

Complaint: My claim # XXXX. My issue with Capital One Bank was not resolved an I would like to take Legal action now. Can you help me again???? please email me when you get a chance. Note-I have all my paperwork and people I spoke with written down ....
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-09

Atlanta, GA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I have been the victim of identity theft fraud for more than four years. Someone obtained my personal information for the purposes of fraud in XX/XX/XXXX and again in XX/XX/XXXX, when my car was broken into. The thieves stole my vehicle registration, a copy of my drivers license, insurance card and XXXX suitcases full of luggage. On or after XXXX XXXX, someone applied for XXXX capital one accounts in my name and proceeded to use it and pay the bill as if it were their own. I have reported this fraud to capital one on more than XXXX occasions and they have yet to resolve this matter. On or after XX/XX/XXXX, I spoke with the fraud dept at Capital One and they stated that both accounts were being removed from credit bureau due to them being fraudulently opened accounts. To date they both still remain on my bureaus. I want these accounts deleted from my credit file and I want Capital One to remove all negative information from their database.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-09

Havana, FL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: Capitol One claimed to have sent IRS a XXXX for a ten year old debt that I own them, the IRS contacted me saying that I owe them about XXXX and some because Capital One sent them a XXXX saying I owed this amount of money, and kelp the owed amount in the Credit agency even after I paid the amount to IRS. I call to get a copy of this XXXX about three times or more, and never received it. This been going on for about two years now.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-09

CA

Other

Credit card:

Complaint: XXXX XXXX has added herself to my Capitol One Credit card as an authorized user without my knowledge. She is using this card for her daily living expenses, vacation, and cash advance withdrawals. According to the transaction since XXXX XXXX, I have used this credit card by setting up automatic charge to pay for XXXX XXXX XXXX for the amount of $ XXXX monthly. This $ XXXX monthly has been moved to another credit card since the credit card overcharged. In addition, on XX/XX/XXXX and XX/XX/XXXX I charged the amount of {$1400.00} for XXXX for a total of {$4200.00}. However, I have paid it off a couple of days later. On XXXX XXXX, I received a credit adjustment of {$4200.00} due to the fraudulent act of the company. She has used all of this credited amount without my knowledge. XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX, she confessed to me what she did and I paid a total {$10000.00} to try to get her out of trouble and she stated she will take care of the debt. However, she did not do what she promised that she will repay me and pay off the credit card debt. Therefore, she added herself as an authorized user, overcharged for her daily living and luxury vacation, cash advances, used my credited amount fraudulently. Capital One refused to take this as a fraud case. They claim that I am responsible for the debt that XXXX has charged. I have been calling Capital One since XX/XX/XXXX. However, the conversations with the representatives are different each time. There are different issues and suggestions stated by the representative. I was told that all I need is to have XXXX signed an admittance letter stating that did used my credit card without my knowledge and will take responsibility for this debt. XXXX stated that she did signed the admittance letter and sent to them. However, Capital One stated that they never suggest the admittance letter and never received it.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-09

GA

Billing disputes

Credit card:

Complaint: Due to having a cease and desist on my account, Capital One is showing, per their phone application, that I have an overdue payment and on the phone app and their website, it will not show my available balance. After speaking with XXXX parties at Capital One they just advised me that is Capital One 's policy regarding this and there is nothing to do. I will have to call him to get my available credit. Per XXXX she can not provide me with a reason for why this is and it is confidential and proprietary.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-09

Atlanta, GA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I have been the victim of identity theft fraud for more than four years. Someone obtained my personal information for the purposes of fraud in XX/XX/XXXX and again in XX/XX/XXXX, when my car was broken into. The thieves stole my vehicle registration, a copy of my drivers license, insurance card and XXXX suitcases full of luggage. On or after XXXX XXXX, someone applied for XXXX capital one accounts in my name and proceeded to use it and pay the bill as if it were their own. I have reported this fraud to capital one on more than XXXX occasions and they have yet to resolve this matter. On or after XX/XX/XXXX, I spoke with the fraud dept at Capital One and they stated that both accounts were being removed from credit bureau due to them being fraudulently opened accounts. To date they both still remain on my bureaus. I want these accounts deleted from my credit file and I want Capital One to remove all negative information from their database.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Greensburg, KS

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

La Mesa, CA

Other

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-08

Syracuse, NY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: Capital One placed a Judgment against me in 2011 for a debt I owed. My paycheck was garnished until the debt was satisfied. I have the satisfaction letter from the courts that the debt was paid. Now years later I am being harassed by the company Capital One uses to handle their collections. They claim I never paid the debt and are trying to get me to pay more money to satisfy the debt a second time. I have repeatedly told them that it was already taken care of and they will not listen. I try to call Capital One directly and they transfer me back to the collection company. To make it worse, Capital One is still reporting to the credit bureaus that I owe them money. I have sent numerous disputes to the bureaus to have this corrected and they are violating the Fair Credit Reporting Act by still reporting the balance. Please please help so I can move forward with my life!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Winton, CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: My debit card was lost or stolen on the XXXX of XXXX 2016 and I immediately called the bank. They continued to forward my call to three different people when I finally talked with their security department. The woman named XXXX immediately started questioning me about the name on the check that I had deposited not even 24 hours before. Finally after all of her questions she told me that a withdraw was made at an ATM for {$800.00} and asked if that was me, no and I replied what do you mean I did not even deposit the check 24 hours ago, how could it clear so fast? Then she started making comments about this being a common scam. She said she was going to restrict the account and to wait 2 to 3 days for a determination after investigating. When I finally got to speak I told her " THE REASON I CALLED IS DUE TO MY DEBIT CARD MISSING ''. That is all she said and when I got off the phone I immediately sent a written statement to them regarding what had happened. I got the e-mail and told me to click on a link to see the message, but because of the account being restricted I could'nt get past the sign in screen. I also received several phone calls from them from different people, but when trying to connect back I could not talk with the same person. Today I received a letter from them again and it states that " we finished looking into your dispute and did n't find any errors ''? I did not know that I filed a dispute? Today is XXXX XXXX, and I called them to report the stolen or lost card on the XXXX, no one ever treated this as an un-authorized withdraw from my account and no one ever told me what was going on and I could get any information through trying to look at my account because of the restriction they placed. They are being very rude and unprofessional and I have never been so humiliated in my life! I thought that my debit card was protected by EFT Transfer Act, and Regulation E. I am still in the XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Eton, GA

Credit card protection / Debt protection

Credit card:

Complaint: I spoke with them few months back, after my mother had became very sick. Explained that with her health problems, I need to reduce or delay my payments. They subjected the hardship program, said it would defer my payment for 12 months. I accepted and everything was fine for few months, then started getting treating calls & letters. I expected that since the offered me the program they should at least live up to there terms that they agreeded to. Wish I had never had anything to do with these people!! Do n't keep there word or agreements!!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Mc Farland, WI

Cash advance

Credit card:

Complaint: I applied for a capital one card back may of last year. this pass fall of last year i took out a cash advance. i sent in payments amount that should have paid XXXX of the cash advance amount. When i look at my XXXX statement i was shocked that my cash advance amount had not deminised at all. So i called capital one to see why my cash advance amount had n't went down. I was told that after they fees amount have been deducted then whats left over would be split and XXXX half of that amount would be subtracted from the purchase amount and the other half would be used to reduce the cash advance amount. So I decided to continue to pay far more than the minimum amount due so that was left over would completely reduce or in my case totally gotten rid of the cash advance amount. Three months late to my shock the cash advance amount was still the same. Being greatly concern and in anxiety about this I called capital one again. Now they tell me that I have to pay the entire balance on my card ( purchase and cash advance ) amount in order for the cash advance amount goes away.They said that cash advance amount would remain the same forever, and they will continue charging interest on the full amount continually forever otherwise. This is criminal, i would fair better at XXXX robbery. This is so wrong on so many levels.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-08

Magnolia, TX

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: The following is an explanation of the background and issue I have had with Capital One. I had purchased a XXXX vacation program in XXXX XXXX. The XXXX vacation membership program I purchased included a " XXXX '' benefit where the owner would be reimbursed for the time share maintenance fees in exchange for XXXX to have rights to the timeshare for the corresponding week. I submitted my time share for cash exchange and was advised that it would not be accepted since the all-inclusive was mandatory for the time share. This exception was not disclosed to me at the time of the purchase of the vacation membership program. I was also not advised that there was a service fee for the cash exchange and that the week had to be reserved for a specific week of the year. The XXXX XXXX was the primary reason I purchased the membership program. XXXX has not paid the maintenance fee for my time share as they agreed to in the contract. I contacted XXXX after receiving the XXXX email and was advised that they would not honor the cash exchange for my time share. I requested a refund and was advised that they would not refund the charge for the membership. The merchant has not addressed the issue during any part of this review. The information they responded with did not in any way address the issue. I have contacted the Merchant, XXXX XXXX XXXX XXXX, the merchant, several times and left my contact information. I have not received a return call. My most recent message was on XXXX XXXX, XXXX. I sent an email to the merchant and they did not respond to the issue. A second opinion from an attorney was provided to Capital One indicating that the Merchants actions were considered fraudulent in nature. A second opinion from another merchant in the same field was provided to Capital One indicating that the Merchant 's actions were considered fraudulent in nature. When I learned that the merchant did not disclose the pertinent information about the vacation program to me and because of that I could not use it, I requested Capital One to dispute the charge. I have provided an explanation of the issue and second opinions from an attorney and another merchant to Capital One. All of the documentation requested by Capital One was provided. Capital One has not addressed the issue with the Merchant. The Merchant has not responded to the issue. There is no mention of the cash exchange in the Merchants correspondence. The second opinions clearly state the actions by the vendor were fraudulent. Capital one has not clearly stated why the dispute was considered resolved in their opinion. Capital One has not appropriately addressed this issue.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

N Falls, NY

Other

Credit card:

Complaint: I opened a secured credit card with Capital One which required an initial deposit of {$49.00}. Several months have now passed, and I have established credit with them ( my credit line was increased to {$500.00} on the secured card and I was since approved for a second Capital One card with a newly-increased credit limit of {$3000.00} ). I contacted Capital One today to find out about getting my deposit of {$49.00} refunded on the secured credit card. They said the only way to get it refunded is to CLOSE the account! Here is the link where people sign up and it clearly says your deposit is REFUNDABLE based upon credit worthiness. I 've clearly proven my credit worthiness, as they have increased my credit line on XXXX separate accounts substantially. I was told today by a Supervisor at Capital One that the only way to get the initial {$49.00} deposit refunded is to CLOSE THE ACCOUNT. Nowhere in the application process/selling of this product does it say you 'd have to close the account to get the deposit back. Here 's the link to the website where it clearly advertises that your deposit is REFUNDABLE : XXXX Here 's what it says : " Security Deposit and Credit Line {$49.00}, {$99.00} or {$200.00} refundable minimum security deposit, based on creditworthiness. Minimum required security deposit gets you a {$200.00} initial line. Deposit more than the minimum required security deposit before your account opens to get a higher initial credit line, up to {$3000.00}. '' I believe Capital One 's failure to clearly disclose this requirement of requiring a person to close the account ( honestly, why in the world would we? ) to get the deposit back is fraudulent. I would like to receive a refund of my {$49.00} deposit WITHOUT closing the account, and I would like disciplinary action to be taken against Capital One for this clearly fraudulent act.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-08

Bueche, LA

Billing disputes

Credit card:

Complaint: I was approved for a capital one credit card XX/XX/XXXX. As soon as I received the card, I paid a few medical bills off with it and not even 2 days later, Capital One decided to close the card. They were not willing to open the account back up and I 'm unsure as to why the card was even closed. I asked them what my balance was so I could pay the card off since I was not able to use it anymore and they told me I had no balance. I explained that I had used the card for a few of my medical bills and they continued to tell me there was no balance. I waited a few days then called the back to make a payment and they contined to tell me there was no balance that needed to be paid. I did this several times and eventually gave up because they continued to tell me there was no balance. Suddenly XX/XX/XXXX, I received the first statement ever and it was in red stating I was 120 days past due and the card needed to be paid immediately. Of course I called and made the payment in full and asked why I had never received a statement before and why there was no balance the multiple times I tried calling to pay. Also the balance was paid in full then and still on my credit report they are showing a {$2.00} balance as of XXXX/XXXX/XXXX. Why approve me for a credit card if your going to close it 2 days later? Then tell me there is no balance and I know there was and not take my payment. This is tramatically impacting my credit score due to the late payments reporting in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Stevenson, MD

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Someone was able to get my social security number, call my bank posing as me, have a new card sent to them in a state in which I do n't live, transfer money from 1 account to another over the phone, and then go on a shopping spree. CapitalOne bank never went through additional security challenges in spite of the fact that the address given to them was NOT in their file and by looking at my statement, transactions were made in another state ( my state ) the day before. I really think there should be some extra security before getting a new card and cancelling an existing one. Not just birthday and social security number ( both of which can be had ).
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Hampton, VA

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Clayton, MO

Delinquent account

Credit card:

Complaint: XXXX made a purchase at XXXX XXXX XXXX department store in XXXX, mo. Received by XXXX bill. I made a payment from on line banking of {$100.00} to XXXX. Unfortunately I had XXXX accounts with this merchant ; a store card and a Mastercard. XXXX account was closed. The {$100.00} payment was posted to the closed account. In XXXX when I received by bills ( XXXX account had a credit of {$100.00} ) and the other account was delinquent. I immediately called XXXX. They indicated that the seen the issue and they would re-apply the payment to the correct account. I asked if I should make another payment. XXXX replied no. A few days later I received a collection call from XXXX. I explained the issue to the agent, who indicated that the could see what happened, but indicated that there were no notes on the account. They explained that they would re-apply the payment. I asked about my credit and indicated that they would note account and XXXX5 business days, my account she me corrected. A week later I receive an email from indicating by credit had a delinquency reported due to this past due account. I immediately call XXXX again and demand a SupervisorXXXX. XXXX indicates that the notes show me calling in several times and he was unsure why the {$100.00} was not transferred. He removed all the late charges ( so he explains ) and indicates that he will take care of this immediately. He will also make sure by credit is restored. I told him I would like to pay the card in full and close the account. He indicated it would be best to wait until the account is accurate. I agree. He explains that this will be expedited, XXXX5 business days. He also indicated that he will call me when the payment is posted and credit is restored. I requested a letter that would provide me with assurances that this will not affect my credit or me in any way. I am trying to purchase a house and this can effect by interest rate. To date, nothing has happened on my account. I have exhausted every possible means of getting this rectified. I am not sure how to clean up their mistake. I am getting no where. I recently wrote them and was told I need to contact their customer service team .... 120 days and the payment of {$100.00} is still in their possession, sitting in a closed account. I would like XXXX to correct their errors.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-08

Chicago, IL

Credit line increase/decrease

Credit card:

Complaint: Capital one 's executive/fraud protection provides horrible service and inadequate protection for consumers. I have applied for XXXX credit limit increases and due to a fraud alert that is on my CBR, they have to call me to verify my identity. Their practices are antiquated and are not designed to protect the customer, but rather to discriminate and cause the customer undue hardship. They literally have it set up to call me once a day at the times I work. Due to me being unavailable at the time, they leave XXXX message, if they leave a message at all, explaining XXXX. I ca n't call them back to return the missed call, they ca n't call me when I am available, everything is centered around inconvenience and rude team members. I have taken this same complaint all the way to Capital one 's executive team last year in XXXX. I spoke with a nasty rude account executive and now I feel like Capital one is holding me hostage. I just have to take their subpar service and their is n't anything I can do about. At this point their practice needs to be investigated and changed. Clearly, they wo n't listen until a complaint like this is filed. I have attached a facebook conversation with capital one regarding this issue. Clearly they do n't care
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Eight Mile, AL

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-07

Owego, NY

Disclosure verification of debt

Debt collection: Credit card

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

Disputed: No Timely Response