CAPITAL ONE FINANCIAL CORPORATION

2019-08-20

Madison Park, LA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Closed with explanation

Timely Response

2019-08-20

PA

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Complaint: I am XXXX years old.I employed a reputable debt relief company to restructure my credit card debt with CapitalOne Mastercard. I have good credit (XXXX). I requested a change to my due date from the XXXX to XXXX.I spoke to two employees and a manager. I was told that a payment was due on the XXXX and CapitalOne would not change my due date. I would be delinquent and will continue to be delinquent. I was confused thinking I was doing the right thing. I called my debt relief company and was informed that Capitalone refuses to talk to them (I assume over any account). Did CapitalOne violate Debt Relief Law and can you help me?
Company Response: Closed with explanation

Timely Response

2019-08-20

Mesa, AZ

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information incorrect
Company Response: Closed with monetary relief

Timely Response

2019-08-20

Carver, MA

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information incorrect
Complaint: I was shocked when I reviewed my credit report and I still found multiple inaccuracies on my credit report from the 3 major credit bureaus. I see that the account was last reported dated XX/XX/2016, date last active is the same. Was claimed as collection but I see all payment on payment history are OK. I've attempted several times to ratify the issue with the original creditors and credit bureaus and they still reporting inaccurate, unverifiable information.
Company Response: Closed with explanation

Timely Response

2019-08-20

Finksburg, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: There is a inquiries on my credit report that shouldn't be there! And I want them removed as soon as possible. My name is XXXX XXXX XXXX! And the person that has applied for credit name is XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-20

Odell, OR

Managing an account

Checking or savings account: Savings account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-08-20

East Rockaway, NY

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I have been banking with Capital One Bank for many years. I have been using their online banking to access my account information and pay bills for many years. A couple of weeks ago I went online to pay a bill and suddenly ALL my banking information was gone. I have a credit card with the bank as well and the only thing visible when I logon is the Credit Card. I no longer have access to my checking account online. Yes, in the past BOTH the CREDIT CARD and CHECKING account was visible when I logged into Capital One. I have called the bank MANY times and have gotten the run around; however, nobody has been able to correct it. I am XXXX years old and recovering from XXXX and have been told many times that they don't know how to correct it and will "escalate the issue to another department". Yesterday, I had someone take me to the bank (spoke to XXXX XXXX) and he also told me that he doesn't know how to correct it and will "escalate the issue to another department". My only solution for now was to open a new account, at another bank, so I can pay bills online and view my transactions. I would like Capital One to give me back my access to online banking. And as an aside... XXXX XXXX is the most unprofessional person I have dealt with in quite a long time and this was not my first unpleasant experience with him.
Company Response: Closed with explanation

Timely Response

2019-08-20

South Florida, FL

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: On XX/XX/XXXX I made two payments to each of my accounts. Capital one debited my bank account four times. Only two payments were credited to my credit card. I made two more payments on XX/XX/XXXX and none of those payments were credited to my capital one account. Capital one claims to have refunded one of my payments on XX/XX/XXXX. My bank statement shows no refund, only withdraws from capital one without posting these credits to my credit card account. I have provided evidence and proof on four separate occasions through verbal banking confirmation via representatives and physical statements to their fax which they have confirmed receipt of transmission. Capital one has not provided any refunds or credits to my account. Instead they added manual payment adjustments of over $XXXX along with late fees for "non payment" as well as interest. I have NEVER been late and 3 out of 4 representatives were very rude and unhelpful
Company Response: Closed with explanation

Timely Response

2019-08-20

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief

Timely Response

2019-08-20

Nyc, NY

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Unexpected increase in interest rate
Complaint: I am the primary card holder of a CapitalOne Quicksilver Mastercard. In XX/XX/XXXX, I saw a balance transfer offer in the CapitalOne My Account section for my Quicksilver Mastercard. It was an 18-month balance transfer offer, with a 0% APR and 3% establishment fee. I requested a “No Hassle Check” in the mail to receive the $XXXX in funds. The letter included beside the check reaffirmed the terms: 12 months 0% APR, and a 3% fee. I cashed the check and was charged a $XXXX fee (3%) on XX/XX/XXXX.I hoped to see the terms of the balance transfer on my next statement, but they did not appear there. However, a 0% offer was clearly applied, as I was not charged interest on my $XXXX balance for the next few months.However: on my statement issued in XX/XX/XXXX, I was surprised to see a large interest charge for $XXXX, and my $XXXX balance apparently now subject to a 19.74% APR. By the time I could pay off the full balance on XX/XX/XXXX, I had accrued these interest charges, charged after the transition from the 0% APR to the 19.74% APR:XX/XX/XXXX $XXXXXX/XX/XXXX $XXXXXX/XX/XXXX $XXXXXX/XX/XXXX $XXXXXX/XX/XXXX $XXXXXX/XX/XXXX $XXXXA total of $XXXX in interest charges.In XXXX of last year, I attempted to get in contact with CapitalOne, first at a branch and then via mail, noting that the early expiration of the 0% APR offer was an error, and that CapitalOne had breached the terms of the balance transfer offer and charged me interest by mistake.However, I received a confusing response on XX/XX/XXXX: “the only offer regarding a balance transfer was not by check and the interest rate was the same as the purchase rate. This offer also included a 3% balance transfer fee”.This is incorrect. I did not use a random check that came in the mail with a standard purchase rate APR offer. I vividly remember going online, selecting the check, waiting for the check and cashing it at a particular bank branch, as I wanted to ensure I paid all my credit card balances in full so as not to accrue interest.Beyond my own memory, the letter suggests that I should have been charged “purchase rate” interest from XX/XX/XXXX onwards — which I wasn’t. The letter would suggest that it was a bank error in my favour — and not the reality, which is that my 12 month 0% offer was erroneously ended after approximately six months of a 0% APR period.I am still seeking a correction of this early expiration of my balance transfer offer. To resolve the situation, I request that my $XXXX in interest charges be refunded to me, either as a card account credit or a check issued to me. Before submitting this complaint, I called customer service in an attempt to resolve the situation and respond to the letter. The representative did her best with the information I provided, but could not find the terms of the balance transfer offer I agreed to in XX/XX/XXXX, stating that the system did not store information more than a few months old. She was able to uncover the “offer code” I used, which may have some value in CapitalOne’s further research: XXXX.After the lack of a useful response via phone, I decided to communicate in writing. I submitted the above request in a written letter to CapitalOne Customer Service XXXX XXXX XXXX in XXXX XXXX XXXX first on XX/XX/XXXX, then the same letter again on XX/XX/XXXXusing certified mail when there was no response. I received a short letter on XX/XX/XXXX that my request was being investigated, but after months of no further correspondence, I sent a letter on XX/XX/XXXX asking for an estimated time they might reply. On XX/XX/XXXX, I received a letter claiming "we are unable to fulfill your request through written correspondence", and a request to call their customer support number.I am now submitting a CFPB complaint as I do not think they will respond to my request otherwise.
Company Response: Closed with explanation

Timely Response

2019-08-20

Atascocita, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-08-20

Heathrow, FL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-08-20

Baton Rouge, LA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/XXXX XX/XX/XXXX (now XX/XX/XXXX) did a hard inquiry through Capital One Auto Finance without my permission.On XX/XX/XXXX XXXX XXXX did a hard inquiry through Capital One Auto Finance without my permission.On XX/XX/XXXX XXXX XXXX XXXX did a hard inquiry through Capital One Auto Finance without my permission.I have documentation from all three dealers to have these inquiries removed.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-20

Dallas, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I am trying to get the Hard Inquires on my credit reports removed as I did not give permission to these companies to check my credit I have talked to XXXX and XXXX XXXX and both say they can not and will not help fix these I have called the companys where i could get info on them and they dont and wont do anything even though they can not show where I gave them permision to run credit reports on me all this happened on XX/XX/2018 some even did i hard inquiry twice on the same day I have not tried with XXXX becuase when I try to look and see details they want me to pay also with XXXX there is a collection for {$200.00} and again I cant see who but I have proved this was wrong if it is from a dr on both other credit bureaus I am attaching what info I could get from the the credit bureaus on the names and info on the Inquirys they did not really want to give me the info
Company Response: Closed with explanation

Timely Response

2019-08-20

Lake Elsinore, CA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-20

Leeton, UT

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Complaint: I got a credit card offer in my mail from Capital One last year XX/XX/XXXX in the month of XX/XX/XXXX. It was interesting to me because one-time bonus miles of XX/XX/XXXX, when I applied to the card, I got a statement online saying you are not qualifying for this offer, even though I received the offer in the mail. They pulled my credit report, my report went down because of that and I never received that offer.Now, XX/XX/XXXX, I received another mail from Capital one with some offer details and a letter with my name - personalized to me - and even stating - This offer expires XX/XX/XXXX, so apply now!. I reapplied thinking that they may have now more information about me, then I got the same message after applying stating, we can't approve your card. Why capital one deceive me by sending this type of marketing to my house, to my name, my address, if I am not qualified!. They again have taken points from my credit score because I applied, and now my credit score went down because of them and a non card approved - neither a offer promised - they said that I qualified in the letter!. They are hurting my credit score once again. Capital one is not a serious financial institution by doing this stuff, they need to be scrutinized by the CFPB in all their ads and marketing that deceive people like me and hurt credit scores of good American citizens!. The marketing add is XX/XX/XXXX - in which part of the letter that I received states that I may or may not be qualified - the offer is personalized to me!!! it is totally deceived!!!
Company Response: Closed with explanation

Timely Response

2019-08-20

Chicago, IL

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Add-on products and services
Complaint: Capital One offers a free credit FICO score service. Capital one refers to this product as XXXX. I have not been able to get my FICO score with this product. I have reported the issue to Capital One and their staff cannot resolve the issue. Capital One has had over two weeks to fix the issue and it is still not working.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-20

Cleveland, OH

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: The company is calling my employer telling the secretary that I have a debt and they have a warrent for my arrest. They have also told her they will be serving me at my employment. I spoke to them and requested they cease to contact me at my employment and if they would like any communications with me they can do so via mail. They start to yell at me that I am not paying the debt, they are going to serve me today, that the debt owed is XXXX but I now owe over XXXX in fees. They tell me they going to continue to call me until they get they money. They hang up the phone on me as well. I started to receive these phone calls after Capital One's breach.
Company Response: Closed with explanation

Timely Response

2019-08-20

Shreveport, LA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: XX/XX/2019 I contacted Capital One Banks corporate office in XXXX Delaware about an issue with my statement. I am old school at XXXX and do not want that information on my devices. They changed up the accounts with the old statement cutting off mid XXXX and the new one I received starting XX/XX/XXXX. I asked for an e-mail or hard copy of the missing transaction period and my request was denied because my husband is the primary. This is a joint checking account which was mine before we were married 37 years ago in XXXX. The bank has sold several times but at NO time did we designate a Primary account holder. If we had, it would have been me because my husband depends on me to take care of our finances. The point though is that this is discrimination. He was arbitrarily chosen because he is male. What if he died. I could not control my banking. Conversely, if I was primary and he died then he could not control finances. That is why people set up joint accounts as XXXX OR XXXX. Just because you have a new computer system does not mean you can make financial decisions for people. I do know that I could set up the account on line and have access but do not believe forcing people to expose themselves in this way is fair.
Company Response: Closed with explanation

Timely Response

2019-08-20

Dartmouth, MA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with non-monetary relief

Timely Response

2019-08-20

Austin, TX

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I received a letter from XXXX XXXX XXXX regarding a debt for $XXXX owed to Capital One. I never owed Capital One $XXXX. Capital One states they no longer have records for the debt so they can’t tell me why I owe. I’ve written XXXX XXXX XXXX onXX/XX/2019, XX/XX/2019,XX/XX/2019, and XX/XX/2019 asking for an itemized statement of how I owe what they say I owe. They have yet to verify all charges leading up to what they are saying I owe.
Company Response: Closed with explanation

Timely Response

2019-08-20

Lk Buena Vis, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: I applied for a Capital One card, and got approved but they never sent the card to my house. Apparently they sent the card to someone because they claim I owe $XXXX.How I could owe $XXXX when I never received the card in the mail.
Company Response: Closed with explanation

Timely Response

2019-08-20

Lk Buena Vis, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: I applied for a Capital One card, and got approved but they never sent the card to my house. Apparently they sent the card to someone because they claim I owe $XXXX. How I could owe $XXXX when I never received the card in the mail.
Company Response: Closed with explanation

Timely Response

2019-08-20

Baltimore, MD

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-08-20

Jupiter, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: On XX/XX/2019 I received my Capital One statement and noticed a charge made by "XXXX XXXX XXXX" in the amount of $XXXX. This charge was not made by me so I immediately contacted Capital One's Fraud department. At the same time I received an email notice that there was a pending payment of $XXXX to be drawn by XXXX XXXX bank. Capital One was advised that not only did I not set up that payment but I also do not even have a XXXX XXXX account. Cap One cancelled that payment immediately and a fraud investigation was opened. They DID NOT send me a fraud packet or an affidavit to be signed and returned. Fast forward several weeks and I notice the charge has been put back on my card. I called Capital One again. They insist that the charge is valid because they say the card's chip was used. After 5.5 hours of being on the phone speaking with multiple departments they disconnected my call. I called the following day and spoke with manager named XXXX. He took the time to look further into the notes and advised me he sees where a new card was sent out on XX/XX/XXXX. I advised him that I did not request a new card. I asked for proof that I requested the card. I also asked for a signed receipt proving the charge was mine. I was refused both request. XXXX then assured me that he feels that he can see where the problem is even though he would provide no details. He told me not to worry and that they will resolve everything. Fast forward several weeks again, the charge is back on my card. I called again and spoke with XXXX. He says he took it to his manager and was told they refuse to remove it. My son researched this online and there are several complaints of this same type of fraud and Cap One not doing anything to protect their consumers. I am a senior citizen, XXXX years old. I have never charged more than a could of hundred dollars in 15 years as a Cap One customer yet they allow this fraudulent charge of XXXX to go through? I feel like this is elderly abuse and Capital One is doing nothing to prevent it or to try and provide proof it was me. It is there responsibility to gather a signature and they failed to verify that. There are also cameras everywhere today....why would they not contact this "company" and demand to see video proof of me making this charge? Instead of trying to recoup their loss they are taking advantage of a senior citizen! I have filed a police report with the XXXX XXXX Sheriffs Office for fraud. That Case # is XXXX and the Officers name if Deputy XXXX, Badge # XXXX. I am also contacting the state attorney general in Virginia, The Treasury Department's Office of the Comptroller of the Currency, and any other governing agency to file complaints. I am also going to contact XXXX, XXXX, XXXX, and XXXX news stations that have special segments to help local consumers fight wrong doings such as this.
Company Response: Closed with monetary relief

Timely Response