CAPITAL ONE FINANCIAL CORPORATION

2016-02-29

MO

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: On XXXX XXXX 2016 I was contacted by Capital One 's fraud department in regards to my credit account. According to their representatives someone called them, verified all of my personal information, and attempted to change the billing address and email address listed on my account. This follows a separate fraud attempt about 3wks prior where someone had called attempting to add themselves as an authorized user to my account. The card they issued fraudulently was frozen, and I 've since closed this account and placed an alert in my credit file. I 'm troubled that Capital One would not provide me, as a victim, with documents and information related to this fraudulent transaction using my personal information as required under the FCRA. I asked the name ( s ) of the person who requested to be added to my account along with the email address ( es ) and billing address ( es ) they attempted to use but was told by the representative that I could simply file a police report using the case number they gave me. I find this unacceptable as without specific information the police department in my area is very unlikely to be able to follow up, giving this individual the opportunity to defraud me further or defraud other individuals.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Patterson, MD

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I submitted a complaint thru CFPB regarding a fraudulent account Capital One is trying to collect on. The stated they verified it was mine sent me a bunch of bills could not supply me with a credit application with my signature or anything because it was submitted through the internet by someone who stole my identity. all they could supply was copies of the bills.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-29

Metairie, LA

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Garrett Park, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I am writing to you with a very difficult situation that has befallen my wife and I during a period of living XXXX working in XXXX in a XXXX. The loan we have had from Capitol One apparently had a 5-year balloon payment and matured XXXX XXXX, although we thought it was a 30 year loan that simply went to a variable interest rate at 5 years. As far as we remember the loan originated with ING bank and since we are XXXX we did not have access to the loan documents that are in storage. My son was diagnosed with XXXX some months back and we have not tracked our finances as closely as we usually do, but this loan was being paid through an auto-transfer from a checking account at XXXX XXXX XXXX and we did not ever think it would run into problems. However, when the loan matured, our auto-transfer was apparently rejected. We did n't know there was a problem until two weeks ago when my wife was contacted by her credit-monitoring agency with the information that her credit scored had fallen from XXXX to XXXX. We then discovered that there was a 30-day late on our credit report and that it came from Capitol One. This led us to discover that instead of going to a variable rate, our loan had actually come due/matured. Apparently Capitol One does not send email notifications of loans that are maturing, even though we receive other business emails routinely from Capitol One. We simply never received any phone or email communication that would have reached us overseas and we do n't know why your letters were n't forwarded to my XXXX who has handled our mail from Michigan while we were XXXX. In this era, it is difficult to understand how a bank in good faith could issue something like a balloon loan and not even send an email to notify a customer of the impending maturity of the loan ( along with there many other marketing and business related emails from Capitol One ). It was n't even apparent what had happened when we logged onto the Capitol One website ( we have screenshots ) and looked at our account. Capitol One has refused any possibility of rapid assistance other than a loan modification for people who can not afford their mortgages, although they initially told us they would get a rapid exception to do a retroactive rate extension. I initially spoke with the loan-servicing department a number of times and was treated not as the good customer that I am, but rather as someone who had had in bad faith intentionally missed a payment. I said that my primary objective was to get this loan back in good standing. However, I was transferred from person to person, some of whom said they could help refinance the loan, others who said it would not be possible. Ultimately, despite our good faith, I have spent the last 9 days on the phone, emailed and texted with many people in Capitol One including XXXX ( who made led me far astray over the last week by representing that Capitol One would take care of this and make the refinance happen and even originate a loan if we purchased a new property ), XXXX, XXXX, XXXX, XXXX ( who tried to be helpful ) and numerous others and have come up empty handed. I was told that my credit will continue to be further injured as soon as 3 days from now on XX/XX/XXXX and that there no way that Capitol One will refinance the loan because of the 30 day late that Capitol One itself reported. All of this is in the face of a house worth around {$830000.00} and the remaining mortgage that was for {$510000.00}. In other words we have substantial equity, our credit score remains high ( at least for the next several days until Capitol One reports against it again ), we make a salary that is more than enough for the loan, and Capitol One refuses to make any exception and help us with this loan. People make small mistakes, but the consequences in this case have been disproportional and frankly devastating for my family
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

KY

Other

Credit card:

Complaint: I have a Capital One XXXX Rewards card.Recieve 1 % cash back for every dollar charged. I redeemed {$500.00}, and recieved check XXXX.I failed to cash check within 90 days, and check voided.I called customer service, and was told my account would be credited {$500.00} within 90 days.That did'nt happen.I called again, and spent 2 hours being passed from agent to agent. Capital One has violated Terms Of Agreement by not refunding this money to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Finksburg, MD

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I had recently received a check for a settlement. The check was a Capital One check. I had deposited this check in an ATM, and then followed up with Capital One that same night about when the funds would be available. The agent on the phone said that as it is a Capital One check that {$1000.00} would be immediately available, and then more amounts would become available as it was a rather large check. The agent had assured me that the {$1000.00} funds were available. The next morning I checked my account on the mobile app and Capital One had it showing that the full amount of the deposit was available. I then went spending as if that money was available. A few days later I went to buy some food and my card was declined. I called Capital One and they informed me that my account had been overdrafted and that the check I had deposited was put on " security '' and that is was my fault for not checking the balance each time I spent money, I went through XXXX managers and they all refused to understand my point of view. Ironically, they sent me the same check I had deposited in the mail a week later and told me nothing was wrong with it. The next day I went in the branch and closed my account after them smiling at me paying {$420.00} in fees.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-02-29

Milwaukee, WI

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-29

NY

Credit determination

Credit card:

Complaint: I applied for a credit card from Capital One Bank ( USA ) , N.A . and was refused. The XXXX ( XXXX ) reasons they gave to refuse issuing the card were that : 1 ) " based on my credit report from XXXX, too few or no revolving accounts have a balance. '' My letter to them informed them why that is so - " I pay my credit card bills every month in full -- generally on the day the bill arrives in the mail. '' 2 ) " based on your credit report from XXXX, there are too many new revolving accounts. '' My letter to them informed them that " I have no new revolving accounts. The last account I opened was probably at least eight ( 8 ) or nine ( 9 ) months ago. And, in fact I have only XXXX ( XXXX ) revolving accounts that are in active use. '' 3 ) " Based on your application information, income is insufficient for requested credit. '' My letter to them informed them that " my income -- approximately XXXX per year ( I am retired ), plus having over {>= $1,000,000} cash in savings accounts -- is more than sufficient for the requested credit card. Note, too, that my credit score -- XXXX out of XXXX -- is probably higher than the majority of applicants who request, and are granted, a card from your bank. '' In short, it appears that Capital One Bank ( USA ) , N.A . is refusing to issue me a card because I pay my balance in full every month. That 's no reason to refuse to issue a card and should not be allowed. My credit rating is about as good as you can get, and always has been. I do n't need a Capital One Bank credit card -- in fact, I recently received in the mail an unsolicited offer from XXXX XXXX to apply for their card which I did, and was approved for immediately without issue. However, I am stunned and angry that Capital One would continue to deny me a credit card after I pointed out to them that their reasons were totally incorrect. That card offers several unique benefits and I want that card issued to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Lancaster, TX

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-29

Tampa, FL

Transaction issue

Credit card:

Complaint: First, I want to thank CapitalOne for resolving the previous issue with the credit line semi-efficiently, it 's just unfortunate do n't provide for such resolutions without involving the CFPB ( ca n't just email CapOne ) ... Unfortunately now have another issue but this time a slightly bigger issue. We tried to file a dispute online and the system was down, it was down for a week or so as we continued to try to no avail. We called and after several questions, were told to call back in a couple hours because the system was down ( this compared to, 'can we call you back once our systems are back up and running? ). I think companies are confused in thinking that consumers wake up seeking things to do so they are happy to spend half a day trying to resolve something that should take a simple email. I deal with things at odd hours and during those hours, really do n't care to discuss the issues on the phone ... So now via this complaint, CapOne needs to process the dispute we have been trying to submit. It 's for the purchase XXXX XXXX to XXXX for {$120.00}. Yes, we tried resolving this through XXXX and also through XXXX. Please also understand that we use our credit card with XXXX versus simply drafting from our account precisely for this protection that it affords ( we do n't need to buy using credit ). For the timeline and why taken so long which is part of the issue. Bought an item that shipped from XXXX so took a month to get to us so that takes us to midXXXX. Immediately installed it so within 24 hours of receiving it notified the seller that there appeared to be a problem ( it was n't completely dead, just seemingly not working right ). After that communication started I think in hindsight the seller began intentionally delaying the communications. Most every communication I had to follow back up and were given excuses like he was in the hospital, he had to wait several days for the XXXX factory to response, then XXXX XXXX XXXX ... which means another month ticked by and in the end, which by this time the unit completely failed, but the seller stated he did n't believe there was a problem and offered me {$20.00} ( {$20.00} for a {$130.00} unit that at that point was dead, obviously not a equitable resolution ). So at that point contacted XXXX who essentially said too much time had gone by even though they could clearly see the communications I detailed above ( the communications were a part of their messaging system ). So then contacted XXXX and also no resolution. All of that took a few weeks and then the issues trying to get this submitted with CapOne and here we are. Here I am also with a new heater I purchased which CapOne can find that charge a few weeks ago ( another XXXX for around {$140.00} ). So that is basically all of the info but if CapOne needs more, please email me as they did with the other issue. Of course they did n't respond after I responded and continued to try to call but clearly they have the ability to email which to me is more efficient.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-29

El Toro, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Credit card protection / Debt protection

Credit card:

Company Response: Closed

Disputed: Yes Timely Response

2016-02-28

Kansas City, MO

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-28

Alexandria, VA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-28

Grosse Ile, MI

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I got a loan from capital one auto finance and when I applied for the loan they rated my credit which was XXXX a loan rate of 23 % and other people were getting much lower rates, I 've noticed that the company seems to charge really high rates even when a person has decent credit. I am XXXX and had a hard time paying for the car note so I called them and did a voluntary return to them, after they sold the vehicle at auction they are now saying that I 'm still responsible for the interest on the car which is XXXX the car was n't worth that much to begin with. it was a 2013 Nissan versa.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-27

Chester, NY

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-27

Arlington, VA

Closing/Cancelling account

Credit card:

Complaint: On XXXX XXXX, XXXX, Capital One cancelled my credit card without advance notice to me. I had a credit card with Capital One since XXXX. I paid my monthly invoices on time without fail. I did not have any balance amount due on XXXX XXXX, XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-27

Ft Belvoir, VA

Billing disputes

Credit card:

Complaint: XXXX XXXX, XXXX To whom it may concern, My name XXXX XXXX, I bought a cognac collection bottle from XXXX XXXX. After I received pictures from her I agreed to purchase it in what I was led to believe was in good conditions. I sent payment on XXXX XXXX, XXXX ( I am dispute in these amount {$340.00}, {$620.00} & {$1600.00} payment to XXXX ). The first shipping bottles was sent on XXXX XXXX, XXXX and I received the XXXX package after 3 long weeks of waiting which I finally received by mail service on XXXX XXXX, XXXX ( if she was sent by XXXX or XXXX I can received package early and less damage because package was lay around and less handle careful .... ), after I opened the package I smelled a scent of liquor which turns out was leaking from the bottle along with a label was stain with damage. At which point I decided to take pictures of it, I sent a notice to her and told her I would like to return it. It is apparent and obvious that the bottle was leaking prior her selling it to me. I tried to communicate with her to return it or credit me for damaged bottle. But she stated and told me old stuff may leak or stain ... that is normal for old stuff ... but I told her ... not for me and I do not buy damage goods. I just want return it! I have done some research to try and return it by XXXX or XXXX to send back to her. But liquid goods that leak are not permitted to send back, if the carrier smell or see something leaking they will destroy on site. It is a waste of my time and money, I received another package on XXXX XXXX, XXXX after 6 weeks and I did not open up because I knew should it be damaged due to the postal service, I would be stuck with yet another leaky bottle ( cheap shipping package lay around so long and not handling careful ... return with receipt from XXXX XXXX XXXX ). I was advice from my credit card ( Capital One Master Card ) return Items to the seller ( and I had receipt I was sent back ) I did not get credit back to my credit and I also sent all back up pictures and dowload the document to credit card link on XXXX XXXX, XXXX and fax on XXXX XXXX, XXXX and now my credit charge back to my credit card ... even I was return stuff back to seller & credit card I had insurance to protection to buy I tried to get second pinion/ appraisal for the bottle that was damage but I can not find any companies around in XXXX County , Virginia to do so. I even went as far as to going to pawn shop to ask for a second opinion. Which I had no success for various reasons and them thinking it was some kind of law enforcement operation or sting ( in Virginia only XXXX stores are allowed to sell hard liquor ). I will also be discussing with my credit card company. I can bring the goods to your office to see. ( Capital One headquarters is in XXXX XXXX not too far from my house ). Please let me know of any ideas I can use to pursue to this dispute. Thank you. Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-27

New Orleans, LA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: IN XXXX MY HUSBAND AND I SECURED A HOME EQITY LINE OF CREDIT FOR XXXX THROUGH XXXX BANK. A YEAR LATER CAPITAL ONE PURCHASED XXXX BANK AND ACQURED OUR LOAN. OUR PROBLEMS DID NOT START UNTIL XXXX WHEN CAPITAL ONE PLACED AN ESCROW ON THE ACCOUNT AND STARED ADDING FORCED PLACED INSURANCE ON OUR HOME. DURING XXXX OUR HUME WAS DESTROYED IN HURRICANE XXXX AND INSURANCE WAS NOT REQUIRED AT THIS TIME BECAUSE THERE WAS NOTHING TO INSURE. THIS WAS EXPLAINED SEVERAL TIME AND AND ESCROW WAS REMOVED FORM THIS ACCOUNT AND ANY FORCED PLACED INSURANCE WAS REFUNDED. HOWEVER, IN THE COMING YEARS ON XXXX FORCED PLACED INSURANCE WAS ADDED AGAIN ALONG WITH ESCROW. I CALLED SPENT NUMEROUS HOURS ON THE PHONE ; SENT LETTERS AND PROOF OF INSURANCE. IVE RECORED EVERY CALL AND KEPT COPIES OF EVERY LETTER I WAS SENT ; AND LETTERS I HAVE SENT CONCERNING THIS ISSUE. SUBSEQUENTLY, IN XXXX I RECEIVED A REFUND FOR FORCE PLACED INSURANCE FOR THAT YEAR. HOWEVER, IN XXXX I WAS BILLED AGAIN ONLY TO GO THROUGH THE SAME TIRING PROCESS AGAIN. THIS HAS HAPPENED OVER AND OVER AGAIN. WE WERE NOT REFUNDED ANY FEES OR INTEREST DURING THIS PROCESS. LET ME ADD WE HAVE NEVER BEEN WITHOUT INSURANCE ON OUR HOME AND THE POLICY NUMBER WE HAVE WITH XXXX IS THE SAME POLICY NUMBER WE HAD FOR 30 YEARS. FAST FORWARD TO XXXX THE HOME EQUITY LINE OF CREDIT ( WHICH I THOUGHT THAT MY HUSBAND AND I SIGNED FOR XXXX ) BECAME DUE IN 15 YEARS. NO PROBLEM RIGHT WE HAVE EXCELLENT CREDIT RIGHT. WRONG!! WE WENT INTO THE LOCAL BRANCH FILLED OUT INFORMATION TO OBTAIN A LOAN PAYOFF OF AN EXTENDED LINE OF CREDIT. WE GAVE ALL INFORMATION NEED TO OBTAIN ANOTHER PAYOFF FOR THIS LOAN. WE HAVE OVER ONE MILLION DOLLARS IN ASSETS ; AND MINIMAL DEBTS. BUT WE WERE TOLD THAT OUR DEBT RATIO WAS TOO HIGH AND WE WERE TURNED DOWN FOR THE LOAN. I UNDERSTAND THAT BECAUSE OF CHANGES IN THE WAY LOAN ARE PROCESSED FOR SMALL BUSINESSES THAT WE MAY HAVE SOME PROBLEMS ; BUT IT TOOK XXXX 4 MONTHS FOR THIS PROCESS. BUT IT GETS BETTER ; WHILE WE TRIED TO GET A LOAN NO ONE AT CAPITAL ONE INFORMED US THAT WE COULD GET RE-MODIFICATION ON THIS LOAN. FIRST WE WERE ROUTED TO LOSS MITIGATION WHICH IS A JOKE. IT TOOK CAPITAL ONE UNTIL XXXX XXXX TO LET US KNOW WE DID NOT QUALIFY FOR LOSS MITIGATION ( THEY ALSO DID NOT GIVE US ANY REASON WHY WE DID NOT QUALIFY FOR LOSS MITIGATION. WE CONTINUED TO PAY THE INTEREST ON THE ACCOUNT UNTIL XXXX OUR CHECK WAS MAILED BACK ADVISING US THAT THE WHOLE AMOUNT OF THE LOAN WAS DUE. THEN WE STARTED RECEIVING LETTERS CONCERNING FORECLOSURE OF SHORT SALE. AFTER CONTACTING LAWYER, XXXX FROM CAPITAL ONE CONTACTED ME OFFERED A LOAN RE-MOD WITH THE TERMS AND INTEREST RATE. ( THIS WAS IN XXXX XXXX ). I DISCUSSED IN DETAIL THE PROBLEMS WITH THE ACCOUNT ( FORCED PLACED INSURANCE ) AMONG OTHER THINGS.. I WAS ASSURED THAT THE LETTERS WERE COMPUTER GENERATED AND I WOULD NOT GET THEM AGAIN. NO OTHER INFORMATION WAS NEEDED AND ORIGINATION WILL CALL TO SCHEDULE WHEN WE ARE TO CLOSE. WE ARE STILL WAITING TO CLOSE THIS ACCOUNT IS STILL IN ORIGINATION ; AND THE FORCED PLACED INSURANCE IS STILL BEING PLACED ON THIS ACCOUNT. I HAVE A PRINT OUT IN AN EXCELL SPREAD SHEET FROM CAPITAL ONE OF EVERY TRANSACTION THAT TAKEN ON THIS ACCOUNT SINCE XXXX ( SINCE THIS COMPANY HAS CHANGES SYSTEMS OVER THE YEARS ) I ALSO REQUESTED AND RECEIVES ALL PRINT OUT OF NOTES FROM CSR CONCERNING EVERY CONTACT SINCE XXXX. WOULD I RECOMMEND CAPITAL ONE TO ANYONE ABSOLUTELY NOT!!!!!!! WITH ALL THE COMPLAINTS CONCERNING CAPITAL ONE HOME LOANS AT THIS TIME, I AM CONCERNED THAT THIS COMPANY HAS NOT BEEN FINED BY THE GOV. OR INVESTIGATED CONCERNING MISMANAGEMENT OF LOSS MITIGATION FUNDS ON THE HOME LOAN SIDE. I AM SENDING A COPY OF THIS COMPLAINT AND ALL DATA THAT I HAVE OBTAINED AND ALL STATEMENTS TO THE ATTORNEY GENERAL.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-27

NC

Credit card protection / Debt protection

Credit card:

Complaint: I have had unauthorized account debits from a rental car company, XXXX located at XXXX XXXX XXXX, which is now over {$800.00} when my confirmed quote was for {$51.00} total. I have just had XXXX XXXX, and am being robbed by not only the rental car company, but also the credit card issuer Capital One, as they are of no help whatsoever. I would like to file a formal complaint against XXXX, and now Capital One, as what is happening to me is illegal. infact Capital One just argued with me to no limit, and I was assaulted over the phone by XXXX. Again I am recovering from neurosurgery at XXXX XXXX XXXX, and I am reporting credit card fraud, and failure to resolve credit card fraud. I am the consumer in the situation, and I see no other option than to contact the FTC.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Addisleigh Park, NY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Leavenworth, KS

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Phila, PA

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Chicago Heights, IL

Other

Credit card:

Complaint: I had several XXXX XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX. Prior to my account becoming late, I contacted the Capital One. I explained I would be off work without income. My account has never been late. The representative informed me that they could not offer any assistance until my account became 60 days late. I was livid and began to complain and spoke to a supervisor. Fast forward after being late, Capital one contacted me. They informed me they would reinstate my account if I brought the account current and delete the previous lates. I brought the account current and they reinstated my account but never deleted the lates. if a consumer contacts a creditor before being late, there should have been something that could have been done. It is unethical for a company to tell u that u must become late in order for assistance. The XXXX that I had were due to me having XXXX. the LATES DO NOT REFLECT MY CREDIT WORTHINESS. pLEASE REMOVE
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-26

Las Cruces, NM

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response