CAPITAL ONE FINANCIAL CORPORATION

2016-02-07

TX

Closing/Cancelling account

Credit card:

Complaint: I have a credit balance of nearly {$2000.00} on my Capital One credit card. I have repeatedly demanded that Capital One close my account and mail the credit balance to me but they refuse. Capital one keeps holding on to my credit balance. By law they are supposed to refund me when I ask.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-07

Brooklyn, NY

Billing disputes

Credit card:

Complaint: my credit card account is not being updated properly. what happens is every time that I make a purchase the purchase amount is noted as a pending transaction but the balance usually reflects the purchase amount before it actual post to the account.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-07

New Britain, CT

APR or interest rate

Credit card:

Complaint: Capital One fails to send bills each month ( especially when there is no activity on the card for the month ). When they do n't receive payment on the bills they never sent, they claim you are past due and try to charge fees. This is a scam to increase fees and interest for consumers who always pay bills ( that they are actually sent ) on time.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-06

Ft Myers, FL

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-06

Las Vegas, NV

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I have a XXXX IRA with Capital One 360. My mobile app states my account is inactive and that I need to make a deposit or transfer to make it active. When I try either option it tells me to go to a Capital One ATM. There are no such machines in my state. I have now called this institution 6 times to get NO RESOLUTION! When I call I get transferred from person to person and explain my question over and over. In fact one agent even went so far to tell me I have no such account!
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-06

Trenton, NJ

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-06

Sandy Hook, CT

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Complaint: Around XXXX XXXX XXXX called my cell phone and asked me why I did not pay my capital one card today and what will it take to settle this debt today. I told them I do not know what they are talking about, and they proceeded to ask me why do n't i want to pay the debt I owe. I told them I do not have a capital one credit card, they wanted my social security number that I refused to give them, the person who they are looking for is an XXXX something year old person I told them its not me and they finally agreed to remove me from their list. I come home and the home phone rings same company once again I told them I already told you to remove me from your list this is harassment whomever your looking for does n't live here, they said OK verify your social again i refused they told me they would remove me from their list. They stopped calling for a few weeks and now this week they started calling again every day they call me trying to tell me I owe them capital one debt.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-06

Eastvale, CA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-06

East Troy, WI

Credit determination

Credit card:

Complaint: On XXXX/XXXX/XXXX I applied for a credit line increase on my Capital One card. I received a letter from Capital One that states they are unable to increase my credit line right now due to my credit score. On the disclosure it states that my credit score was pulled on XXXX/XXXX/XXXX which is more than 90 days ago. I called in and spoke with a customer service representative who told me that if that was n't my score I needed to dispute it with XXXX. I explained to the customer service rep ( XXXX ) that I am aware through prior conversations that Capital One only does soft inquiries every 45-60 days or so, but it takes some time for it to populate to the credit line increase system. I was looking to find out when the next set of scores were going to populate as my Capital One Credit Tracker service has shown since XXXX my credit score has gone up allot and I believe based on my current credit scores that I would qualify for an increase. He told me that my billing cycle is every month on the XXXX. At this point, he clearly did not understand what I was asking so I asked to speak to a manager ( XXXX ID # XXXX ) who I explained the same thing to. He told me that on the letter there is a number for Equifax that I can call to dispute my credit score at. I again stated " Your letter says CAPITAL ONE obtained my fico score on XXXX/XXXX/XXXX that was more than 90 days before I applied for the increase, I already have a copy of my updated score and it has gone up significantly, I would like to know on what day your system is going to update '' he responded that it depended on my dispute. At this point I was frustrated with his lack of knowledge, being a manager and not knowing basic Capital One policies is unacceptable to me as a client. It really does n't give me comfort knowing that a manager at capital one doesnt understand what I am asking or have any idea what I am talking about.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-06

Newark, NJ

Billing disputes

Credit card:

Complaint: I have paid balance in full and it still shows Derogatory instead of paid.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-05

Sm, KS

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Irvington, NJ

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-05

Brookside, NJ

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Neotsu, OR

Account opening, closing, or management

Bank account or service: Savings account

Complaint: My father died XX/XX/XXXX and is survived by my mother. My parents have joint savings account with Capital One Bank ; this is their only source of liquid funds. My mother XXXX and has XXXX. My parents intended that I handle their business affairs when they were unable to do so, and gave me a [ dual ] durable power-of-attorney prior to my fathers death. Mother is unable to deal with her own business affairs. To be able to pay for her ongoing living and medical expenses, I submitted a copy of the dual POA to Capital ONe Bank in addition to another legal form they requested on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I called Cap One to check on status of the documents I had sent. I was told by rep that the POA was confusing and needed more specific workding but he could not tell what wording was needed. I called back [ XXXX/XXXX/XXXX ] and talked to rep to get clarification ; he referred me to rep [ manager ] and I was told that the POA was not acceptable but they could not tell me what workding or format would be acceptable. Over the next week, I drove to my mothers residence [ XXXX miles away ] and took her to our attorney. A new POA was completed that stipulated clearly that my mother gave me POAover all of her affairs including the ability to manage her ' ... assets, liabilities, and business affairs ... ''. On XXXX/XXXX/XXXX, I sent Cap One the new POA and the death certiificate as requested by the customer service representatives. I requested something in writing from Cap One to confirm they had received the documents. I did not receive a confirmation. On XXXX/XXXX/XXXX, I called Cap One to check status of POA ; I was told it was in the legal department, in process and nothing can be done to speed the process. I emphasized the time critical nature of this [ both verbally & writing ]. On XXXX/XXXX/XXXX, I called Cap One again to check the status of the POA. I was told it was still in process but I should hear something in the next two days. On XXXX/XXXX/XXXX, I sent a letter to the CEO of Cap One expressing my frustration and asking for his help to expedite the process. On XXXX/XXXX/XXXX, I received a call from Cap One Corp office asking me to call back. On XXXX/XXXX/XXXX, I called the corp office and I was told they had never received the documents I sent on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I resent the documents via email attachment and the corp office confirmed that they received them and ghe documents were being reviewed by the legal team. On XXXX/XXXX/XXXX, Cap One called to tell me the POA documents were unacceptable. I asked what wording or format would be acceptable and I was told they could not give legal advice but that some workding more specific to having authority to do banking might help.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Ft Wayne, IN

Other fee

Credit card:

Complaint: I spoke to someone in the Executive Office of Capital One last year in regards to a previous concern. During that conversation they stated my annual fee could be permanently be removed on XXXX accounts but wait till beginning of year so they could remove annual fee permanently along with combining my accounts.Now they are renigging sayng they never said that.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Hinsdale, IL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: XXXX I lost my wallet a couple of months ago, I must have thought I contacted capital one 360 's department about my stolen bank card. I was asked the other day ( by my boyfriend ) what ever happened to that return ... Apparently I had contacted everyone else but capital one 360 about having lost my wallet ... Capital one 360 is supposed to be zero liability. I was essentially accused of lying about my card being stolen because it was reported late, I had reported other activity ( mind you I believed I had reported losing my card ), the medications make me confused. Capital One 360 claims ZERO liability during it 's advertisement. That is completely false!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-05

Monterey Park, CA

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Arsenal, PA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-05

Atl, GA

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Oxford, GA

Closing/Cancelling account

Credit card:

Complaint: My wife 's identity was stolen. As part of dealing with that I reported a " fraud alert '' to the credit agencies. Capital One Auto Finance then reported possible fraud on my account. This was after I had paid off the auto loan within two weeks after the loan was taken out. This has been corrected by Capital One Auto Finance. I have had a Capital One credit card for 10 years ( me personally, not joint with my wife ). They then sent me a letter stating that the new chip card they were sending me had " come back to them '' and that there was likely fraud at play. I had never reported any fraud to them on this card nor had they identified to me the particulars of fraudulent activity. They sent me paperwork to fill out about this so called fraud, which I returned to them immediately, stating I was not aware of any fraud. They then cancelled my card and I am no longer able to log in to my account. This was a major inconvenience because I use this card for automatic payments and since I go paperless, and I could not log into my account to see which vendors I would need to notify. Most troubling is that my REWARDS that I have accumulated are no longer available to me. I have called my " fraud contact '' at Capital One many times with never a call back or a letter. It 's fine that they no longer want me as a customer, but they are stealing my REWARDS from me. I have excellent credit, there is no documented fraud on my account and I feel I am being severley mistreated by Capital One. Thank you for your help.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

AL

Billing disputes

Credit card:

Complaint: I became XXXX XXXX and make less than XXXX % of the federal poverty level. I contacted Capital One regarding my credit card ending in XXXX and made hardship arrangements where they would stop charging me interest and fees as long as I made {$110.00} a month payments. They reneged on this agreement and have been charging me over {$75.00} a month since I began hardship repayment. Because of this, the balance is not getting any lower. I feel I have no choice now but to let the account be written off and pay a reduced amount to the third party collector who purchases the account in the future. I contacted Capital One and they raised the minimum monthly payment and also said they would not stop charging interest. Capital One should be reprimanded for unethical collection and repayment schemes.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Sierra Madre, CA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-05

Bellaire, TX

Delinquent account

Credit card:

Complaint: Due to job loss back in 2008 I could not pay all my debts. I had contacted the Capital one company and told them I could not pay and to close my account. My credit limit was only {$500.00} and I had not maxed the balance out, but was paying on the balance. I discovered 2 years later that my balance had jumped from {$370.00} to $ XXXX!!! When I contacted Capital one, I was advised that because I had not been paying my balance timely enough, that the charges were continued late fees, penalties and interest! I understand late fees and some interest, but how in the world could anyone pay off a balance with no job when they continue to increase with no cap? I tried to negotiate with them to have me pay off the balance at a set fee, but they still would not allow the negotiation. It still remains on my credit today and after many calls they will not agree to anything! It is not as though I have n't tried over and over, but the charges are excessive and unfair.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-05

Euclid, OH

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I have reported fraudulent activity on my account. Initially it was taken care of by Capital One. A month later they called me back to let me know that it does not qualify as fraud since I had the credit card within my possession at all times. This is a dispute with XXXX and some game. racket up charges around {$2500.00} ...
Company Response: Closed with explanation

Disputed: No Timely Response