CAPITAL ONE FINANCIAL CORPORATION

2016-02-26

Canyon City, OR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Capitol One Mortgage claims in XX/XX/XXXX FEMA notified them that my house was now in a flood zone. Told them my house had not moved nor had the river. They did a forced-placed insurance policy for {$3000.00} a year flood insurance, due to me not providing proof of flood insurance for XX/XX/XXXX they again forced-placed flood insurance and added the cost of XX/XX/XXXX and XX/XX/XXXX coverage to my monthly payment in XX/XX/XXXX. Which doubled my monthly mortgage payment. When inquired how they determined my house had managed to move itself into a flood zone they said FEMA notified them and gave FEMA 's XXXX number to inquire myself. I contacted FEMA, who advised that my home was NOT in a flood zone. They did n't understand how Capitol One would think I was. FEMA sent me their maps showing my residence was indeed in the " XXXX ''. Provided the maps to Capitol One who said the maps were n't enough proof, regardless of the fact that the map shows its from FEMA. The required a LOMA. Asked why I had to get an amendment since their was nothing to amend due to my house NOT moving into a flood zone. They did n't care they demanded a LOMA letter before they will consider removing the forced-placed flood insurance. The LOMA takes up to 60 days to get, I filed request on XXXX/XXXX/XXXX. The adjusted mortgage payment did n't start until XX/XX/XXXX, I made what I know to be my normal mortgage payment on time, they refuse to credit it to my mortgage because according to them it is n't the full payment. So they have my money and are just " holding it '' Well it 's my normal mortgage payment the part I have n't paid is their insurance payment. I have n't made " my normal '' payment for XX/XX/XXXX yet because I pay on the last day of the month and they are already threatening foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

IL

Delinquent account

Credit card:

Complaint: I have contacted Capitol One to get this 30 day marked removed via goodwill intervention. They claim they ca n't do that but I had another company removed a 30 day mark via courtesy, I was credit reported for {$3.00} which I do not think its fair. I have been a customer for almost 10 years and I advised them on numerous occasions I was a victim of identity theft. I spoke with XXXX XXXX Firm who specializes in credit issues and they advised me that creditors can remove it via goodwill intervention, they state Capitol One should remove it and not sure why credit card companies tell consumers that negative marks ca n't be removed. I need the credit marked removed so I can obtain a lower percentage loan so I can pay off some of my higher cost loans such as my credit cards that have high APRs. Some of the time I get people that can barely speak English. I am an American I need to speak with a rep that I can understand. What Capitol One is doing is unfair, I only have XXXX-30 day mark and they clam it ca n't be removed when I know the truth.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Arlington, CA

Late fee

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Carrigan, IL

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

East Elmhurst, NY

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

2016-02-25

Washington, DC

Late fee

Credit card:

Complaint: Back in XXXX XXXX, I was laid off of work and could not afford to pay for my Capitol One student credit card. I discussed this with the bank, and they offered me no solution at the time. So I stop paying them. My credit card limit on this credit card was {$300.00}, and there was no way I could go over my limit except if late fees were stacked on it. In XXXX XXXX, Capitol One finally closed my student credit card and reported the credit bureaus that I owed them {$1500.00}. Today, Capitol One has a charge off on my credit report stating that I owe {$2200.00} total, which is 745.67 % over the limit! This is clearly a violation of the Credit CARD Act of XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-25

LA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: XXXX mortgage with Capital One bank. Interest payment jumped from $ XXXX/month to $ XXXX/month. No one can explain why. Then they decided they wanted the loan repaid immediately. They could not maintain employees as every time I called the previous person was no longer with the company. We would have to restart from scratch with a new banker. I have turned in their requested paperwork to at least XXXX employees via fax. The most recent phone conversation said the loan application was closed because I did not send in the requested paperwork which is false. Also during the most recent phone conversation the lady said she spoke with my on XXXX XXXX which she did not. I had to keep calling to get someone 's attention.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Albion, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-25

Garland, TX

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-25

Ithaca, NY

Closing/Cancelling account

Credit card:

Complaint: On XX/XX/XXXX, I decided to close my Capital One credit card due to issues with customer service. Capital One refused to do so, however. As of this writing, it appears that Capital One has still refused to do so. The first attempt was via telephone, starting at XXXX XXXX. The initial representative refused to close the account ( on which there was a zero balance ), as did the supervisor. Further, the supervisor refused to provide a NY address to which complaints and a written instruction to close the account could be sent. The second call, starting at XXXX XXXX was largely similar. I then tried to close the account via the website. Despite allowing virtually every other type of transaction, the website does not apparently permit the closing of an account requiring that to be accomplished via telephone. I can only assume this is part of an intentional strategy to frustrate customers who wish to leave Capital One. The third call was substantially similar to the first two, except that Capital One cut off the call when I asked to speak to a supervisor. The representative on the fourth call, after a few minutes, said that she would close the account, then told me it was accomplished, and promised an email confirming the closure. Thereafter, however, she transferred me to another person, who said the account was still open. This after more than an hour trying to close the account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

MD

Late fee

Credit card:

Complaint: I just purchased a new home and with this transition we had our internet disconnected so we never received our emails on a daily basis. Due to my move I never received a statement or notification regarding past payments. On XXXX XXXX we were reported as late on my credit. We have never been late since I opened this account in XXXX. This late payment is affecting my credit and I would like it deleted from all XXXX credit bureaus.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Rncho Domingz, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: On XXXX XXXX we checked out of XXXX XXXX resort in XXXX, XXXX. We had a bill totaling XXXX. We paid a deposit prior to arrive of XXXX bringing out total owed to XXXX. Upon arrive we sat and spoke with a concierge and gave her a card to hold for incidentals ( Capitol One master card ) with the understanding our outstanding balance would be XXXX, and any additional rentals or food charges should they incur. At the end of our stay we checked out and paid and authorized {$700.00} on the master card and an additional {$1300.00} on a via card. Lastly we had rentals for snorkling gear we added in for payment ( total {$29.00} ) on the same master card. Upon departing around XXXX we were unable to receive a receipt from the hotel to sign and confirm all purchases because they could not complete the charges as explained without a manager to explain them. We asked for a receipt to be sent to us electronically and we would be on the XXXX of XXXX for an additional 5 hours should there be any further questions with charges. Upon departure the XXXX XXXX resort charged the master card an additional {$700.00}. There was no authorization for this charge to be run on the master card - as the limit for the card is {$750.00}. If there was a remaining {$700.00} balance, which we were not informed of in writing upon arrival with all other noted charges, the charge would have been paid with a debit or credit card having sufficient funds. The charge was disputer with Capitol One immediately and followup from XXXX XXXX stated they did charge the master card for {$700.00} - twice. This was unauthorized by the sole card holder. I would not and did not authorize a charge that is double my credit card maximum allowance. I have great concerns over the fraudulence on charges for {$700.00} on XXXX XXXX with NO AUTHORIZATION. Should the XXXX XXXX resort have any additional charges totally {$700.00} they feel are outstanding we would be happy to pay them on a card with sufficient funds. In the mean time our Capitol One master card has been charged 2 times for an unauthorized amount of {$700.00}. I have contacted the resort and Capitol One regarding this matter- both have been unable to explain who authorized the second charge of {$700.00}. I do not understand why Capitol One would allow for a charge to be run for {$700.00} ( or double ) my max credit limit.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Englishtown, NJ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-24

Chicago, IL

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-24

Franklinville, NJ

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-24

Flushing, NY

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Trenton, NJ

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Grand Prairie, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Chestertown, MD

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Benson, NC

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-24

NJ

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: My credit card was lost and then the new card was compromised from shopping online I reported the fraud to capital one but not realizing I paid charges that were not mine to the tune of almost XXXX over the months that I did not realize my card was being used not only by me but by someone committing fraud capitalone policy is that you will get your available credit back as soon as they finish there investigation I got my credit back last month I still have a {$3000.00} surplus on my account that is mine and they are refusing to refund it to me telling me that there is still an investigation going on my representive is named XXXX a totally nasty man who calls up and tells me that there was no fraud on my account because they did not go max out the card at XXXX XXXX I do n't know what criminals do I 'm not one I explained to him I just want the money due back to me that 's on my account it 15 days shy of there 90 grace period and no work is being done on my account there stalling because they do n't want to refund me
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-24

Seattle, WA

Billing disputes

Credit card:

Complaint: I am being charged for something I did n't get/make. I did not authorize anyone to make this charge from XXXX and I did not make it myself. I will not pay for this charge!!
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-02-24

CA

Other

Credit card:

Complaint: I 've been making payments to Capital One every month through my bank bill pay. My bank can verify payment was made and delivered on time to Captial One, however, Capital One sits on the payment for two weeks after reciept -- causes me to incur late fees. Ex. XXXX XXXX 2016 - XXXX sent my payment of {$200.00} to Capital One. The bill was due XXXX XXXX. I spoke to XXXX XXXX around the XXXX to ask why they have n't cashed my payment. They said they never received it, so I made a payment to avoid getting a late fee. On XXXX XXXX, they cashed the {$200.00} check. I feel I can prove they are purposely sitting on checks and not cashing them on time -- causing consumers to incur high late fees and automatic interest rate increases.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Brooklyn, NY

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Garrett Park, MD

Delinquent account

Credit card:

Complaint: My Monthly payment for my credit card ending XXXX is showing as past due for the month of XXXX 2016 and I now owe the company a payment of {$58.00}. My monthly payments are due on the XXXX of each month. I made a payment of {$50.00} on XXXX XXXX for the XXXX 2016 statement and a payment on XXXX XXXX for the XXXX 2016 statement. However, Capital One is claiming that because my XXXX payment posted before the XXXX of the month it was applied to my XXXX statement deeming my intended payment for XXXX as not paid and reflecting my account in a delinquent status.
Company Response: Closed with explanation

Disputed: No Timely Response