Capital One Financial Corporation

Review: I disputed 2 charges on my credit card, capital one refunded the money, then the company I disputed refunded the money, capital one then took back their refunded money since the disputed company did their part. Disputed company says I owe them money since I was refunded twice. I called in November 2014 to ask for a letter of proof of transaction history, they said they would mail a letter. Called 5 times in January 2015 requesting same info, every time I'm promised a letter with the info requested by fax and by mail, and every time nothing is faxed or mailed to me. The dispute company is sending me to collections because of this issue which is not my fault. I have names, dates and times of all calls to capital one, I was told to trust them and that it would be taken care of. This is beyond ridiculous, this company need to send the document with the proof I was not refunded twice.Complaint concerns: a Credit CardDesired Settlement: I want documentation of the dispute charges and transactions from July 2014 proving that capital one took back the refunded money they had put on my credit card after disputed company paid for the 2 returned items to [redacted].

Business

Response:

Re: Account ending in[redacted]Capital One Case Number [redacted] Revdex.com Case No.: [redacted] Dear [redacted], This letter is in response to a complaint we received from Revdex.com, about your request for proof of merchant credits issued to your account. I’d like to share more information with you. To bring this matter to close, as a courtesy, we have issued additional credit to the account totaling $106.64, from [redacted], as follows: ? $79.98, [redacted] ? $53.32, [redacted], (lump sum credit received for 2 charges dated July 2, 2014 for $26.66 each) These credits will appear on your March billing statement. Allow me to explain further. On July 30, 2014, we received your online dispute request for $79.98 from [redacted]

[redacted] dated July 3, 2014. You informed us that you had returned the merchandise on July 18, 2014, within the merchant’s policy as the item arrived Not as Described. On August 1, 2014, [redacted] issued two credits, totaling $133.30, as follows: ? $79.98, [redacted] ? $53.32, [redacted] (lump sum credit received for 2 charges dated July 2, 2014 for $26.66 each) On August 3, 2014, we processed chargebacks against [redacted] totaling $106.64 in credits, for the same reason of items arrived Not as Described, as follows: ? $79.98, [redacted] ? $26.66, [redacted] The total credit of $239.94 for the above listed items reflects on your August 2014 billing statement. I have enclosed a copy for your review. To clarify, the merchant never responded to our above presented chargeback credits. The transactions did not rebill, resulting in your account having received two credits for each disputed charge. In order for [redacted] to be rebilled, they would have needed to represent the chargebacks claiming credit was issued. Since they never responded, the credits remained on the account. In your complaint, you mentioned that you contacted us in November 2014, to request a letter of confirmation of the merchant issued credits. Our records show on November 21, 2014, you had contacted our offices to let us know that [redacted] was going to rebill the account based upon the previous credits that resulted from our chargeback credits. I am unable to locate record of your request for a letter. You also let us know that you contacted us five times in January 2015, to request a letter of confirmation of the merchant issued credits. Our records show on January 13, 2015, you had contacted our offices to request the previous dispute letters to be faxed to you at [redacted]. Our records show we provided copies of our previous dispute letters both dated August 3, 2014, to you on January 21, 2015, and January 22, 2015. I have enclosed copy of these letters for your review. On January 30, 2015, I confirmed that [redacted] rebilled the account for $79.98, which cancels out one of the two credits issued from August 2014. I would suggest contacting the merchant direct to inform them that they may rebill your account for the original transaction for $26.66 dated July 2, 2014, based upon both the two sets of previous credits and the additional courtesy credits, listed above. If you have questions or concerns, please give me a call at 800-955-1455 Monday through Friday from 8:30 a.m. to 5 p.m. I’m glad to help in any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I sent you guys a letter asking to remove a credit card I had with you guys that is showing adversely on my credit report. Instead you guys thought that I was asking to be removed from my wife’s account as an authorized user and that is not what I was asking. The account that I want removed ends in [redacted] but instead you all have stated that you will be removing the one that I’m authorized on when I do not want you to do that. My wife’s account ends in [redacted] and again I DO want that to be on my credit report. I do not however what the [redacted] on my credit report as I have paid it off and want it removed.My complaint concerns: a Credit CardDesired Settlement: I want the [redacted] account deleted from my credit report and I want the [redacted] to continue to be on my credit report, I do not want it deleted

Business

Response:

Dear [redacted], This letter is in response to your concerns forwarded to the Revdex.com (Revdex.com), about information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and Experian. We realize you’re concerned with this and I’d like to share more information with you. Account ending in [redacted]: We show that we have previously responded to a similar letter from you regarding this account. On April 8, 2015, my colleague [redacted] provided a letter to you that detailed our position regarding the reporting of this account. In addition, I confirmed the account is reporting as account as charged off; paid less than full balance. We strive to provide excellent service to all of our customers. Respectfully, we continue to uphold our position. For your review, I have enclosed a copy of this previous response letter. First date of delinquency for this account was May 21, 2009. This information typically reports on your credit profile for up to 7 years. This means that this account will report up until May 2016. Account ending in [redacted]: We have confirmed that this account is currently reporting your name as an authorized user. Our records show that on September 22, 2014, you were added as an authorized user on this account, as Mr. [redacted]. On October 9, 2015, online user [redacted], logged into this account using our secured Electronic Online Servicing (EOS) and removed the name of Mr. [redacted]. On this same day, the name of [redacted] was added. This did not change the reporting of your name as the authorized user for this account. If you have any additional questions, you may contact me at [redacted], Monday through Friday from 8:30 a.m. to 5 p.m. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m glad to help in any way I can. Sincerely, [redacted], on behalf of Capital One

Review: They call my house from 8:30 a.m. Untill 8:30 or 9:00 p.m. Everyday including SAT and Sun. They also call from different numbers this insane. I know I owe the bill but this is harrassment.Desired Settlement: Stop calling me once a month will be more than enough. The only reason I dont pay is they will not leave me alone. When I pay onit they will still call. Enough is enough.

Business

Response:

Dear [redacted],

I'm reaching out to you about calls you have been receiving. We take your concerns seriously and I have some good news to share.

We have placed a do not call restriction on your account. Also, we are showing that you have currently secheduled payments for your account that will bring the account current. Congratulations on getting your account back on track!

If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 11:30 a.m. to 8 p.m. PT. I'm glad to help any way I can.

Sincerely,

[redacted]. [redacted]

Office of Executive Resolutions

Capital One

Review: I purchased a motorcycle through Capital One/[redacted] over two years ago. The bike was stolen, and a police report was provided. When I spoke with someone with Capital One/[redacted], they stated they would updated the credit report as a charge off/repossession as they had sent some to take the bike away, however it was stolen. The insurance on the bike would not pay out because it was less then 60 days old. However Capital One keeps selling the account to a collection account, even though they promised to mark it as a charge off/reposseion. I need the account deleted or updated to be a repossession/charge off.My complaint concerns: a Credit CardDesired Settlement: I would like the credit report to be back to only capital one/[redacted] as a charge off and no longer sold to collections

Business

Response:

Dear [redacted], I’m reaching out to you regarding your concerns to the Revdex.com (Revdex.com), about information we have reported to the Consumer Reporting Agencies (CRAs). I understand there is confusion in the way we reported your Yamaha account to the CRAs. Your account was established on June 21, 2013, with a total limit of $18,600.00. You stated the motorcycle was stolen on July 10, 2013, and you filed a police report on July 11, 2013, but you did not provide a copy of this to us until April 14, 2014, which was 9 months after the loss. Your account charged off on July 31, 2014, with a balance of $16,854.20. The account was sold to [redacted] on August 14, 2014, and they became the legal owners. If you need to contact them, you may call them directly at 877-304-0146. We were not able to find any record of advising that we would change the reporting of your account from charged off and sold to charge off and repossessed. On April 11, 2014, when you called us to report the loss, we told you we would update our records and close the repossesion order. We do not use the repossession information to report to the customer credit profiles. Your account is being reported to the CRAs as charged off and sold to [redacted]. We’re reporting your account accurately as charged off and sold. This is why we are not able to change the way we are reporting your account to the CRAs. If you have additional questions or concerns, please call me at 866-280-0118. I am available to assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting me, please be sure to have the following six digit phone PIN available: 973864. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Review: On August 17, 2013, I filed a cmplaint because I knew I had two accounts in collections. Thanks to the Revdex.com the problem was solved, but when I disputed these negative information with the credit agencies, this was not the problem. I received an answer from the three agencies stating that these accounts were not in my credit report. However, [redacted] kindly sent me a credit report where I found out that the problem was another account I never opened and is affecting my credit. This account comes from Capital One Bank, and this is the information:Original creditor CAPITAL ONE BANKAddress identification number [redacted]...Partial account number [redacted]...Date opened May 2012First reported July 2012Date of status July 2012Credit limit of original amount $665Recent Balance $665 as of Oct 2013I,then, tried to get information from the bank such as Where was the account opened?, When was it opened?, what documents were signed to obtain the card?, what documents did the individual who opened the account provided the bank with?, where and when did the credit card was used?, how much money was spent? and why If I supposedly had their card I was not sent a statement? I only learned about this a year and a half later. Now, the person I spoke with at the bank says that they cannot answer any of my questions because all the information I need to know belongs to the collections agency. My husband called the agency but nobody answered, and the person we spoke with at the bank witnessed it. Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have my questions answered to prove I did not opened that account and as such get it eliminated.

Business

Response:

Re: Account ending in [redacted]

Capital One Case: [redacted]

Revdex.com No: [redacted]

Dear [redacted]

I’m reaching out to you about your complaint filed with the Revdex.com, regarding an account that was opened without your knowledge. We value your feedback, and we’re glad to share more information about the above-reference account. Thank you for taking the time to bring your concerns to our attention. Our Fraud Department has conducted a thorough investigation in response to your identity theft claim related to this account. Upon completion of this investigation, it has been determined that the account is valid. My research has confirmed that the account was established on June 27, 2002, via a mailed in application. The address we have on record, [redacted], has been validated to you via public records and is the same address shown on the documentation you sent to us. We mailed billing statements to this address and have no record of having received any returned billing statements or other mail that we sent to this address through the U.S. Postal Service. On December 31, 2007, the card was activated. The card activation requires that the caller pass verification and provide a Personal Identification Number (PIN). The PIN information was sent to the same address that matches public records, as well as, the address on the account.

The last transaction on the account was on December 31 2007, which was a cash advance in the amount of $200.00. The cash withdrawal was taken within a [redacted] located approximately 13 miles from your address on record. This type of cash withdrawal requires the

card to be present along with a state issued ID, prior to disbursing cash. We have verified that you also have a [redacted] account reporting to your credit profile. There have been 6 payments made to this account by money order between 2003 and 2004. Additionally, you contacted us on April 6, 2009, by telephone, in an attempt to make payment arrangements for this account. We have determined that this debt has been validated and that the debt to be yours. It is our recommendation that further attempts to settle this debt be made with the debt buyer. Below is the information of your debt purchaser.

We understand you would like us to modify the information we reported about your account. Our records show that your account was charged off and sold, and we’ve confirmed that we’re reporting accurate information. This information is reporting to [redacted] and [redacted]. This

information is no longer being reported on [redacted]. I’m sorry if this isn’t the outcome you were hoping for. We will not be adjusting our reporting.

If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 11:30 a.m. to 8 p.m. PT. I’m glad to help anyway I can.

Sincerely,

[redacted], on behalf of Capital One

cc: Revdex.com

Review: I spent thousands of dollars using Capital One (CO) Financial's credit card over my other credit cards for the purposes of the rewards benefits. Due to a discrepancy that occurred on my account, my account was place on a "hold".

Due to the fact that CO placed my account on hold, I am unable to use their systemic process that would allow me to book my flight (using their [redacted] partnering website) for the full rewards value of $683.02. The only solution that CO offered me was a check for half of my rewards. I specifically asked that my account to be noted that I did not want to receive a check for half of my rewards. I was assured that they would not send a check unless I requested/accepted their solution. I was forced to seek Revdex.com support after that.

I contacted CO and M. [redacted] as suggested by the Revdex.com website. The issue was not resolve by my direct contact with the suggested person but rather caused more aggravation and dissatisfaction.

After sending an email to M. [redacted], her representative (K. M[redacted]) contacted me on 10/28/15 via letter asking me to send more required details, which I immediately supplied. I did not receive any additional contact from CO or K. M[redacted] after that.

On 10/31/15, I received a check in the mail for half of my rewards $341.51 without my approval or even further dialog. I was clear expressing to CO that their "only option" according to their supervisors was NOT acceptable to me then nor is it now.

CO is placing accounts on hold status which then does not allow their customers to leverage their hard earned rewards in full. Instead CO steadily guide customers to accept less value via their only option of a check which conveniently is to CO's benefit and not the consumer who earned the rewards through faithful used of their credit card.

I contacted CO again after receiving the unwanted partial check and was rudely advised "on a recorded line" by a supervisor "Jonathan" that "I should be happy with something over nothing"My complaint concerns: a Credit CardDesired Settlement: I want my remaining rewards value of $341.51.

Business

Response:

Dear [redacted], I am reaching out to you about your recent concerns filed with the Revdex.com (Revdex.com) and also our conversation from November 5, 2015, regarding your request to have a check mailed for the full travel value of your rewards miles. You also expressed concern over a recent negative interaction you had with one of our agents on October 31, 2015. I can confirm that a check for $341.51 has been requested to be issued as a courtesy to you for the remaining travel value of your rewards miles. Please allow 2-3 weeks for delivery. Additionally, I reviewed the recent interaction that you had with us on October 31, 2015. At Capital One, we strive to deliver the highest level of quality service to all of our customers. We regret that in your case we did not meet our goal and, more importantly, your expectations. Please know, the feedback you provided was forwarded to the appropriate area. If you have any further questions or concerns, please call 800-955-1455. I am available Monday through Friday from 10 a.m. to 7 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m happy to help any way I can. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

They have the worst customer service! I'd rather go to the [redacted] them call capital one. They were the only company to give me my first credit card. I appreciate that they approved me but its been a year and a half of nothing but torture since then. I've have to pay late fee when I send the check in with plenty of time. And calling them is an all day even. The final straw was they started charging us a yearly fee and did not tell us that.

I sent a payoff on my way overpriced car loan to Capital One Auto finance, did EVERYTHING the letter indicated, and the first customer service person told me that they didn't have the second cashier check (um, pause for a moment of freaking out). I couldn't understand her (phone line was TERRIBLE) so I had her transfer me. The second person was very nice and said that the payment was processing and I was all set. This company needs to reevaluate its customer service training program.

Review: I am late on my payment and they somehow got my 88 year old mothers Number and called and harassed her. Then they contacted my sister inlaw. They have no right and are invading my privacy as well as embarrasssing my familyDesired Settlement: I would like them to take all other phone #'s off my file accept my home #

Business

Response:

November 8, 2013

Re: Account ending in [redacted]

Revdex.com complaint #: [redacted]

Capital One Case: [redacted]

Dear [redacted],

I’m reaching out to you about your complaint to the Revdex.com. We would like to try to help you with this.

Before I can look into your concerns, I need to verify your information for security reasons. Please give me a call at [redacted] and provide me with the following:

· Your name

· Your current address

· The last 10 digits of your account number

· The last four digits of your Social Security Number

· Your date of birth

If you prefer, you may fax this information to [redacted], or mail it to the address noted above.

If you have any additional questions or concerns, please give me a call at [redacted], Monday through Friday, from 7 a.m. to 3 p.m. PT. I’m glad to help any way I can.

Sincerely,

Capital One

cc: Revdex.com

Review: I called about a fraud taking place yesterday (5/31) and found out there was another fraudulent use taking place at the same time, and they couldn't d

There is fraud on my account and the bank refuses to stop payment on my account. They said they would have to wait until the money was paid to merchant and then fight for the money to get back. Even though I called at the time of the fraud taking place. I was not given anyone to higher up to speak to and could not see how <$400 could be paid out when the bank was immediately notified of the issue.Desired Settlement: I want all of my monies refunded in full immediately since the bank has not paid the money out as of yet.

Business

Response:

Dear Ms. [redacted]: We are writing in response to the complaints that were forwarded to us from the Consumer Finance Protection Bureau (CFPB) and the Revdex.com (Revdex.com) regarding our dispute process for unauthorized transactions not yet posted to your Capital One 360 account ending in 3588. We understand you preferred to dispute the unauthorized transactions right away. However, we are unable to accept and process a dispute on a “Pending” transaction that has not been finalized and the funds not yet delivered to the merchant. Pending transactions may not post to your account, therefore, we must wait until the funds actually post before a dispute can be submitted. When you called to notify us of the fraudulent transactions on June 1, 2015, we were unable to submit the $133.43 [redacted] dispute because it was still pending. Once it posted to your account on June 2, 2015, you submitted the dispute online. We reviewed the claim and closed it in your favor the same day. In regards to the $330.57 purchase at [redacted], we confirmed that this transaction was declined on May 30, 2015, and wasn’t authorized on your joint holder’s card. As a result, this transaction did not post to your account. When we contacted you on June 5, 2015, to further explain the process, you asked to close your Capital One 360 accounts. We confirmed the accounts were closed and the funds transferred to your [redacted] checking account. We appreciate your honest and direct feedback regarding this experience. While we can’t say any changes will be made to the process, we’re always looking for ways to improve the experience for our customers. If you have any questions please reach out to us at 1-888-464-0727 or at [email protected]. Associates are available from 8- AM to 8 PM, 7 days a week. Sincerely,

[redacted] on behalf of Capital One

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: They are applying payments incorrectly. The statement in question clearly stated the payment was due by July 24, 2013. I made a payment on June 30, 2013 and they still charged me a late charge. It was not applied until the next statement which clearly said it was due by August 24, 2013. So even though the June 30 payment was made prior to the due date on the statement due July 24, 2013, they did not apply the payment to that statement until due date of August 24, 2013. They did credit the late charge, however, now my payments are being applied in such a way that I will no doubt have this same problem again. I was on auto pay when the main problem occurred so they took out the payments either the 30th or 1st of the month, every month. They applied two payments, one made on April 30, 2013 and one made on May 30, 2013 (through autopay) on a statement with a due date of June 24, 2013. They have stated that even though they took two payments prior to the due date on the statement of June 24, 2013, the next payment I made on June 30th wouldn't apply to the statement due on July 24, 2013, it was due June 24th even though the statement before me showed I made two payments on that statement. They're saying I skipped a month because two payments were make on one statement - but I didn't!! I made that payment BEFORE the due date so how did I skip that month? THEY didn't apply I when they should have. How is that ME skipping a month. So because they withdrew two payments and applied them towards the June 24th statement, The payment I made on June 30, 2013 would not apply to the July 24th statement? I know this doesn't make sense, BECAUSE IT DOESN'T! Honestly, I spoke with them for an hour and a half trying to correct this situation. I tried to make sense of what they were saying but it just doesn't make sense, I'm sorry. They spoke about the payment not being received within the cycle. But still, why would a payment made on June 30th, 2013 not be applied to the statement saying due date July 24, 2013 and yet be applied on August 24, 2013? How is that "in the cycle"? I stated that what they were implying clearly meant the due dates meant nothing. Am I somehow supposed to figure out "their cycle" instead and ignore the due date? They told me I was wrong about the due dates not meaning anything. How? I also make payments of $50.00 when the minimum is $25.00. They are claiming a payment had to be made within a cycle however, they had been applying my payments of $50.00 over a month before the due date all along anyway so that even confuses me further on "the cycle" they refer to. For instance a payment made on 6/30/13 they applied to the statement with the due date of 8/24/2013. Payment made on 8/3/13 they applied to a statement with a due date of 9/24/2013. Even prior, a payment made on 2/28/13 they applied to a statement with a due date of 4/14/13; payment on 3/30/13 applied to statement due on May 14, 2013. All along these payments were applied a "due date" ahead of time (in other words, there was another due date between when the payment was made and the date they applied the payment.) Again all of these payment were $50.00 twice the amount of the minimum due. I made a payment on 9/7/13 (there was a due date on 9/24/13.) and they applied it to my current statement due 10/24/13. So if anything, they are applying the payments outside of their so called "cycle" so even though they did apply two payments in one cycle, I was always a cycle ahead anyway. THEY applied it that way. I am not paying on auto pay at present since it ran out in July and I'm afraid to start it again as I will have the same problem over and over. I also explained to them that their statement dates were "off." For instance, when I pull up a statement that says on the document page it's for 8/28/13 - 9/27/13 I get a statement for 9/27/13 -10/27/13. Every statement is a month off... just to add to the confusion. Also, when I was speaking with them, they kept interrupting me with their "answer" before I was even done explaining what I was talking about and then get nasty saying I wouldn't let them speak. They wouldn't let me explain the problem! I would go over what it said on the statement and they would agree with everything - date of statement, date payment made, date due, then when we got to the next statement they would claim the due date was the date of the statement prior. I said "we agreed on the previous statement right" they would say yes. I would ask then how can two different monthly statements have the same due date? We went around and around and honestly, I was just stating what it said on THEIR statements and they would change the rules, i.e. the due date. Simplify Statement with a due date of 6/24/13 - they applied two payments which I made on 4/30/13 and 5/30/13. Next statement with a due date of 7/24/13 (which is the month I received the late charge) - I made a payment on 6/30/13 and they didn't apply it until 8/24/13. They're saying I skipped it because I made two payments due 6/24/13 which was "in the same cycle." In the same cycle or not, I still made my next payment on 6/30/13 which was made prior to 7/24/13 which was the VERY NEXT STATEMENT from the one they took two payments out of! Yet they didn't credit it until 8/24/13 and said I was the one that skipped the payment?!?!? How does that make sense? P.S. I just now tried to get into my Capital One account on-line and it said "my request couldn't be processed at that time"! I have everything written down so I'll know if they changed anything.Desired Settlement: I would like that, if a payment is made prior to a due date I not get a late fee. I would also like them to change/fix it so the statement on the document page is the same date (the same statement) when I view it. I honestly would also like some kind of apology. (I talked to both a representative and a supervisor) I specifically asked them if they were looking at the same thing I was and they would state "yes" but then would actually state different dates then what was on the statement I had right in front of my eyes. I said "I thought you had the same information I had"? Then Whitney would tell me I was interrupting her. I have a lot of health problems and honestly this really got me worked up which is the last thing I need. I did get very angry at the end which I'm not proud of but they were making NO sense. I'm sending this complaint because they are WRONG 100%.

Business

Response:

We have responded to the card member by mail on October 11, 2013 with an explanation in regards to her concerns with to her payments and late charge on her account.

Review: This account was fraudulently opened

I have been fighting capital one bank card for awhile now. I was not the one who opened the account and they refuse to do anything about it I will not pay for something I did not do. this account was fraudulently opened by my ex boy friend and I told them this but still refused to do anything about it. All they basically said is I still had to pay for it even tho I never opened it..... I want this fix. plus they discussed the account in public.Desired Settlement: Paid in full

Business

Response:

Dear [redacted], I’m reaching out to you about your concerns to the Revdex.com (Revdex.com) regarding a fraudulent account. I’m sorry for the frustration that you may have experienced regarding this matter, and I would like to share my findings with you. Our records indicate that the account was opened on March 30, 2012, after we received an online application. Your name, date of birth, and Social Security number matches the information listed for you with the Consumer Reporting Agencies. The account was established with the mailing address of [redacted], and an email address of [redacted]. This information was been validated to you through public records. We mailed statements and other notices to this address and have no record of having received any returned mail through the U.S. Postal Service. I have enclosed copies of your April 2012 through November 2012 billing statements for your review. The credit card was mailed to the address in our system of record. We show that the card was received and activated on April 5, 2012, and the Personal Identification Number (PIN) was changed. That same day a cash advance for $100.00 was made at the Ladysmith Citgo Automated Teller Machine (ATM). On May 3, 2012, we received a phone call from you stating the first billing statement had been received, but the credit card had not arrived. We advised that we need verification documents, you had the option to take them to a local Capital One branch, or the documents could be faxed. You requested that we finish the conversation with your boyfriend and we advised him the same information. The address was changed on the October 2012 statement to [redacted], [redacted], and this address was also validated to you through public records. The account charged off due to delinquency on November 28, 2012, with a balance of $606.78, and was sold to [redacted] (PRA). When this happened, PRA became the legal owner of the account. For further assistance, please contact PRA directly at 800-772-1413. © 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. We do not show where you had previously contacted us to report the account as fraud. We are unable to accept this claim at this time until you provide us with a police report naming your ex-boyfriend as the person who applied for the credit card without your authorization. Once we receive this information, we can review this claim again. Please note that Capital One complies with all applicable laws and regulations while servicing and collecting on our credit card accounts. Please be reassured that we keep account information confidential and secure, and we do not disclose account information to anyone other than the account holder. If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: [redacted]'s Corporation continually institutes an Account Ease Premium on their corporate issued credit cards without user's opting in. Even after the program has been opted out of without user knowledge the program will be re-instituted for user accounts without any knowledge or warning - or notification on statements unless the Account Ease Premium is actually charged to the holder of the card.

In April of 2012 this service was requested to be removed. December of 2014 a fee of $0.12 was included for the Account Ease Premium. In May 2015 an account ease premium of $3.50 was included. The fee is a ratio of the amount on the card an is not interest but is charged if any balance is on the account at the closing of a statement. This program equates to that of the charges on Cell Phone accounts and cramming.Desired Settlement: I request a full refund of the Account Ease premium over the entire life of the the card being opened. I also request that an active notice of Account Ease Premium being active be included on all statements both electronic and physical. I request that online management of opting in and out of this service be included on the [redacted]'s Charge website and account management as well.

Business

Response:

Dear Mr. [redacted], Your complaint filed with the Revdex.com (Revdex.com) was forwarded to my attention in the Executive Office of [redacted]’s for resolution. While [redacted]’s has an established partnership with Capital One N.A., we provide the in-house servicing for your [redacted]’s Charge account. As it is my intent to provide our valued customers with quality service, I appreciate the opportunity to review and resolve your concerns. In your complaint, you state you never authorized your enrollment in the [redacted]’s Account Ease (KAE) plan. You ask for a full refund of all KAE fees previously assessed. KAE is an optional debt cancellation product that may pay the balance on your account in the event of an eligible loss. KAE can be offered as an optional product when a customer applies for a [redacted]’s Charge account or when using our automated phone system. You stated that you cancelled your KAE enrollment in April 2012. Regrettably, we do not have a record of this request. Your KAE enrollment has now been cancelled effective June 8, 2015, and on June 11, 2015, a refund of $21.22 was applied to your account. This refund covers all KAE product fees and associated interest charges that have billed to your account, and resulted in a credit balance of $17.83. You can apply this credit balance to your next transaction, request a refund check, or it will be automatically sent to you in the form of a credit balance refund check after 90 days of no activity. We appreciate your feedback on how to highlight KAE enrollment on our monthly billing statements and our website. Your feedback has been forwarded to the appropriate areas. Mr. [redacted], I trust the information provided resolves your concerns. If you have any further questions, please do not hesitate to contact me directly at [redacted]. Sincerely, [redacted] Sr. Executive Correspondence Advisor Office of the President [redacted]’s Department Stores

Review: My wife was in a bad auto accident and we fell behind a few weeks on my loan. So we called to get back on track with payments. on October 02, 2014 we set up auto pay with a Customer Rep. First payment in the amount of $119 was automatically coming out of bank account on October 17, 2014. And $119 every 2 weeks to loan caught up. On October 16, 2014 they Cancelled their agreement with us, without warning and repossessed my car on October 17 2014.My complaint concerns: an Auto LoanDesired Settlement: I want the balanced owned erased, and taken off Credit Report. This is the companies responsibility, not mine. I made good faith effort to get caught up, and they backed out.

Business

Response:

Dear Mr. [redacted], I am writing to address the concerns you raised to the Revdex.com regarding your Capital One Auto Finance Account ending in -[redacted]. This matter was forwarded to Capital One for research and response. We appreciate the opportunity to address your concerns. You have requested that waive the remaining balance on the above account, and remove the information we reported about your account to the consumer reporting agencies. Between September 22, 2014, and October 30, 2014, we spoke to both you and your wife, [redacted], on several occasions. Each time, we explained what steps had to be taken to avoid the vehicle being repossessed. We told Ms. [redacted] on several occasions that you needed to make a full monthly payment prior to October 17, 2014, to prevent the repossession. You failed to make a full payment before that date, and as a result we exercised our right to repossess. Rather than making a full monthly payment, on October 2, 2014, Ms. [redacted] scheduled payments through Capital One Direct Pay in the amount of $119.64, beginning on October 17, 2014. However, as we explained, these scheduled payments were not sufficient to stop the repossession. Finally, we did not agree to the catchup plan you have described to the Revdex.com. Rather, we provided you with the information you needed to avoid repossession on multiple occasions. Despite our warnings, you chose to proceed in a manner that we explained would not stop the repossession. We have confirmed that we have acted appropriately in this matter, and are reporting accurate information for your account to the consumer reporting agencies. As such we respectfully decline your request. If you have additional questions please contact our Customer Service Department at [redacted]. If you have questions regarding this specific response, I can be reached at [redacted]. Sincerely, Matthew C. Trout

Consumer

Response:

Review: [redacted]

the account they are attempting to collect on is not mine and I will not be paying anything on the account ending in [redacted] with Capital One Bank. I had only ONE account with Capital One, the account number begins [redacted] opened in 8/2006. I fell on hardship with I was laid off in 2009 and the account was eventually placed in judgment and I fulfilled the judgment in 2013 with the collection agency Cheek Law Offices. I NEVER had another Capital One account. I have been fighting this for 3-4 years now, when I saw two more Capital One accounts appearing on my credit negatively. I have no knowledge of the account you are trying to collect on ending in [redacted]and I suspect my ex-wife opened the account and I had no idea until agencies skipped me to find where I actually live. It appears the account you are referring to was open in 3/2004. There is another account with Capital One beginning with [redacted] that was open 12/2006 that is also not mine and I suspect my ex-wife opened it as well. I am not sure If you are trying to collect that account too, but I need to have this information sent to Capital One, so they stop harassing me. . I am NOT responsible for ANY of this debt and I will not pay something I never did or knew about! I WILL file a lawsuit if this is not taken care of expediently. I am tired of dealing with this. No one will help me from Capital One and I find this highly unacceptable.Complaint concerns: a Credit CardDesired Settlement: Vacate the judgment that this collection agency has against me and delete these accounts from my credit bureau. You and the collection agency have a choice. You can repurchase the account back from the collection agency/law office if you took the time to help your customer. Don't just blow me off and tell me the account is sold to someone else and that it's out of your hands. You are still the original creditor and you are simply unwilling to help. I have disputed this with you and the agency on at least 6 occasions. I know this isn't how a company as large as yours needs to run. I want proof I applied for these accounts in 3/2004 and 12/2006. Payment copies, signed receipts, signed credit application, etc. If you cannot provide proof and I am telling you this is fraud over and over and over again....it's time to take care of the matter. I won't just go away.

Business

Response:

We received a duplicate complaint from the [redacted] for disputing the same issue for this customer. Please close this out on the Revdex.com portal, we will be responding through the [redacted] regulatory channel.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Capital One merged accounts with [redacted], in merging the web sites they locked me out of my Auto Loan account. I can no longer access my account, and I spent over 2 hours on the phone today to no avail. They claim they cannot fix the issue they created by merging the web sites. I cannot access my auto loan account, make my payments or do anything. I have had access to my account for over a year, and now they created a huge security and financial issue for me. They kept me on the phone for 2 hours and did not resolve the issue. They are saying I had an old account the [redacted] which was over 3 years old and never used and they merged the accounts together and effectively locked me out of my current account. This was done without my permission, and now I cannot make my payments or manage my account.Desired Settlement: I want full access to my account immediately and I want reimbursement for any late fees for my auto loan and I want a full explanation as to how they were able to merge accounts without informing me and getting permission to do so and assurances that the accounts were active.

Business

Response:

[redacted],

We have received the situation you explained to the Revdex.com and want to address your concerns.

Upon receipt of your complaint, we attempted to reach you in order to discuss your concerns, but to no avail. We apologize for any delays you may have encountered attempting to resolve this issue and hope our response provides you with sufficient options to resolve your concerns.

In reviewing this matter, we confirmed that we previously attempted to assist you with obtaining accress to your online banking account on January 13, 2013; however, the call was disconnected prior to us being able to fully resolve your issue. Please understand that access to your Capital One Auto Finance ("COAF") online banking profile has not been restricted or suspended. Capital One acquired [redacted] and we are streamlining our websites to offer more options to our customers.

You may obtain access to either your COAF online banking account or the [redacted]8 ("#^)") account. You may reset your 360 account over the phone or you can request to have a PIN mailed to you. You may also have your account reset for your COAF online banking account by speaking with a Customer Service Representative.

While you may choose to reset your COAF Online Banking profile to obtain access to your account, there may come a time in the future when you will have to obtain you PIN for the 360 website. As mentioned above, the 360 website offers options not available on the COAF online banking website such as principal only payments, fee payments and additional account terms information. Please understand that these charges are occuring to allow you to better service your account and provide you with a better online experience.

Please note that since the beginning of the year, we have been providing disclosures on our website encouraging customers to enroll and take full advantage of the new features. The changes we are making to streamline our websites to provide you with a better experience do not require your consent as they are both Capital One websites.

Lastly, should you incur any late fees before you are able to contact us reset your account, we will waive them. As of date of this letter you have not been assessed a late fee regarding this matter. We encourage you to contact our Customer Service Department at the number listed below so that we may resolve the issue for you.

We regret any inconvenience this matter may have caused you. If you have additional questions, please contact our Customer Service Department at [redacted]. If you have questions regarding this specific response, I can be reached at [redacted].

Sincerely,

On behalf of Capital One

Review: I have a personal credit card with capital one, and a business card with capital one. My credit history with capital one is 9 years long, with 0 missed/late payments. I applied for the spark business card and was told over the phone when I initially signed up that my credit limit would be near the one I have on my personal because I am personally guaranteeing the card. It is only 500.00 credit line on the business card.. They also enrolled me into a credit steps program, in which I did not want. I have requested a higher limit and have been denied multiple times. I have used and paid the card off several times in one month, I have been denied credit transactions in front of client, and so forth.Desired Settlement: I would like to speak with someone from executive relations.

Because this card uses my personal guarantee to secure the card, I would like capital one to take into consideration, the usage I have already made and paid off in full each month, and my personal card with capital one.

I would like a functional credit line, and not $500.00 We currently have a credit line with [redacted] of $3500.00

I would like the bank to take all of this into consideration.

Thank you.

Business

Response:

Dear [redacted]

This is a follow up to our phone conversation on July 22,

2014. We submitted this account to be reviewed for a credit limit increase. After

review, we were able to increase the limit to the full requested amount of

$4,000.00, effective immediately. Enjoy your new credit limit!

You also mentioned the Credit Steps Program and that you

have not requested that this account be enrolled in tit. Please know that the

Credit Steps program is automatically placed on certain accounts and provides a

one-time credit limit increase. This program will apply an increase to the

account automatically as long as the first 5 payments are made on time. Once

the increase has happened, the account is no longer part of the Credit Step

Program. The credit limit increase that was granted on the account does not

impact the increase from the Credit Steps program.

We appreciate the opportunity to address your concerns. If

you have any additional questions, you may contact me at [redacted]. I can be

reached Monday through Friday, between the hours of 8:30 a.m and 4 p.m ET.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Note: CapitalOne was extremely professional and resolved this situation very quickly.

Regards,

Review: I have had the Capital One Aspire Travel Card for over 6 years. The monthly payment have always been paid in full. Over the 6 year period, a few requests had been made for an increase on the credit limit. Customer service has not been helpful. The credit was set at the time of application and would never change was the explanation given. The credit limit was set at $10k cdn. Other credit card companies offer $25k- $50k cdn. as the limit and if there were any major purchase, they would at least approved a one time increase.

On Feb 21st, 2015, my wife found out that a payment put on the credit card for the balance of a [redacted] was declined. She called the credit card company and found out the credit limit exceed the maximum by $3000. She offer to transfer $5000 cdn. immediately on line to cover the cost. The travel agency was closing in 25 minutes. The payment had to be done by that date. We chose to use Capital One because the initial payment was made using the Capital one credit card. The credit card would only cover the travel benefit if the full cost of the trip was paid using the Capital One credit card. Customer service was informed of the situation and my wife was told no exception would be made and she better use a different credit card to pay for the balance since the travel agent will be closed in 10 min by that point. At the end my wife had no choice, but to make the payment on a different credit card forfeiting the benefit of using Capital One Aspire Travel card.

I have no debt ,an excellent credit history and own my house mortgage free. We do have a few credit cards which we choose to use depending on the purchase. I am a [redacted] and my wife a [redacted] and we've both been in practice for over 25 years . We have a stable income and pay all credit cards in full every month.Complaint concerns: a Credit CardDesired Settlement: Even though the final payment to [redacted] has been made with a different credit card, they should have made an exception and provided the full coverage for our trip according to the credit card agreement. We were making every effort possible (include making a cash payment on line) to make the final payment on the credit card only to be rejected. We are loyal customers with a good credit history and have found the low credit limit problem totally frustrating.

We request that our credit limit be increased to at least $25,000 if not more reflecting on our financial situation. Apparently, there was no maximum they will give to a customer. It all depends on the credit department. It was unnecessary to put my wife through the stressful situation on Feb 21st because of a $3000 over limit purchase. In the past, several times we have had to use another credit card for a larger purchase because of the low credit limit.

Your full consideration will be appreciated.

Business

Response:

Dear Mr. [redacted], Thank you for your recent inquiry regarding your account, and the opportunity to be of service to you. This letter is a follow up of your conversation on February 24, 2015, in response to your Revdex.com complaint received in our office on February 23, 2015. As a member of the Executive Response Committee, part of my role is to review matters of escalated customer inquiry and complaint on behalf of the Capital One Bank (Canada Branch) executive offices. In the referred complaint, it was mentioned that you requested your Gold MasterCard which has a $3,250 limit, and your World MasterCard which has a $5,000 limit to be combined in order to have a higher limit on your World MasterCard. As confirmed, your Gold MasterCard has been closed and your World MasterCard’s credit limit was increased to $8,250. We appreciate the time you took to provide your input and we apologize for any inconvenience caused. If you remain unsatisfied with this response, you may contact Capital One’s Office of the Ombudsman. It is important to note that this Office investigates complaints in accordance within its own mandate and terms of reference. This mandate does not include matters of general policy. E-mail: [redacted] Fax: [redacted] Regards, [redacted] Executive Response Coordinator Capital One Bank (Canada Branch)

Review: I purchased a vehicle approximately four years ago through Capital One and the monthly payment was established on an electronic transfer from my checking account. On the 23rd of each month exactly $729.54 was withdrawn from the checking account. On 11/18/2014 I logged on to the Capital One site and went to the "make a payment" page. On this page there is an option to "pay off" the loan. This is what I desired. The pay off amount was $7,141.51. I was not required to enter any additional banking information as all of my checking account information was already listed. I simply hit "make the payment". On 12/5/2014 I received a call from Capital One stating that my payment was past due. I signed on to the Capital One site again and it indicated that the payment had been made, but then removed on the same day (11/18). I then called and talked to a customer representative. I asked him both, why was my payment of $7,141.51 reversed and why did Capital One not do the electronic transfer on 11/23 of they did not accept the pay off? At first he stated that my bank "refused" the payment. While on the phone with the representative, I called my bank and on speaker phone, they stated to the rep that they had no record of an attempt to make the withdraw from my account. The rep then stated that the amount must have been too large and that Cap one decided to not process it. I told him to make the transfer. He wanted to add the additional interest, but I told him no as it was their error. He talked to his supervisor and told me that it was resolved, he took the payment of $7141.51 and told me the pay off was complete and to expect title. I spent one hour on the phone. On 2/8/15 Cap One again called demanding $17.19. I went through this entire explanation and talked to one rep and two supervisors. The supervisor told me that I must have entered an "invalid" account number. I stated that I did not enter any account number as it was already in their system. After 30 minutes on the phone, I simply paid.

Product_Or_Service: Auto FinanceDesired Settlement: DesiredSettlementID: Refund

I want my $17.19 back and an apology. I am an Orthopedic Surgeon, I spent an hour and a half of my time arguing about 17 dollars, it is obviously a matter of principle.I want the Revdex.com to continue to expose the inept, poor customer service of this company. I have cut up my Capital One Credit card and will never use it again.

Business

Response:

Dear Mr. [redacted], We have reviewed the situation you explained to the Revdex.com and want to address your concerns. Thank you for allowing us the opportunity to investigate and respond to your concerns. We deeply regret to hear that there was miscommunication and confusion caused regarding the payment you tried to submit to pay off your account balance. Our records confirmed that the payment submitted via our online banking website on November 17, 2014, was processed using a bank account number that you provided. Unfortunately, while the account information we processed for use for your monthly payments was accurate, the bank account number used for this payoff was invalid, resulting in the payment being returned. Our records also confirmed that when we spoke with you on December 5, 2014, you were informed that we would accept $7,141.51 as a final payment, and you would not be required to pay any additional interest that accrued. We would like to honor the arrangements that were agreed upon on December 5, 2014. In order to do so, on February 19, 2015, we submitted an electronic refund in the amount of $20.00 to your bank account ending -[redacted]. Please allow up to three business days for the funds to be available in your bank account. We regret any inconvenience this matter may have caused you and we value your business. If you have additional questions, I can be reached at (972) 372-7623. Sincerely, [redacted] Office of the President, Financial Services Capital One

Review: In 2008 I paid this company off through a debt consolidation loan through my employer. A letter was sent with the payoff from my bank authorizing the payoff and closing of the account. The balance paid to them during this time aligned with what was reporting with the credit bureau at the time as well. About 6 months later I was hospitalized due to pregnancy and had moved, not hearing anything from this company all this time. Some time during me being in the hospital they had sent a bill to me and my husband paid them $10 to satisfy them not knowing that we didnt owe them anything as they had already been paid in full. Once I found out they were still on my credit report showing that I still owed them a balance, 2 years and 2 pregnancies later, I called customer service to try and resolve this issue. At that time I got a very unpleasant rep who called me a liar after I told him I had been pregnant for 2 yrs and had not noticed that they were still saying I owed them money. We got into a very heated conversation because he just kept saying I was a liar about my own life. I work in the finance industry and customer service is a huge part of that. Their employee for sure needs some guidance. I have disputed this item for quite some time now and have gotten nowhere. I need this removed from my credit bureau as they have been paid off since 2008, they're the only thing hurting my good credit standing and i'm ready to take this to the next level to get this fixed. it's sad that it's over a measly $500, which after they charged interest and late fees they're now reporting over $1000 which still is a very small amt in the realm of the real world. This needs removed immediately.Desired Settlement: This needs removed from my credit bureaus asap.

Business

Response:

Dear [redacted],

I am reaching out to you in response to your complaint to the Revdex.com, about the information that we are reporting to the Consumer Reporting Agencies, like Equifax, Experian, etc.

Our records show that on May 28, 2008, there was a payment made of $69.43, and on June 7, 2008, there was a payment made to us in the amount of $461.00. However, there were additional charges made on the account after these payments posted.

There were 5 purchases made in June of 2008, as well as purchases in August and September of 2008. We continued to receive regular payments from you until you last consecutive payment in January of 2009.

Given the information above, the account is currently reporting accurately as charged off, and we are unable to delete the account from the Consumer Reporting Agencies.

Hopefully this clears up your payment questions, if you need further documentation on these charges or payments. Please feel free to contact me at the number listed below. If there was an additional payment that paid off the account not mentioned please contact me or fax any supporting documentation to [redacted].

If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 9 a.m. to 6 p.m. ET. I'm glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was in the hospital in January 09, then credit limit on that account maxed at $500, even if I had been making purchases on the account which I do not recall, I have attempted to contact this company many times in attempt to get this cleared up. The balance they're reporting to credit bureaus is in extreme excess of the Amt of credit available. The company should have been able to get this figured out with me years ago.

Regards,