Capital One Financial Corporation

Review: I have been in contact several times with Capital One about this. I am seriously considering legal consultation about this as well. Back in October, we apparently had a balance on our bill. However, we never got a bill. The company never bothered to contact us about this until December 23, 2014. They claimed we never got a bill because we switched the account to paperless billing. I can assure you this is not the case, my wife is the primary card holder and it would go to her email, but I am the one who does all the bills and files them. If it got switched to paperless billing it would either be my account was hacked, which there is no other sign of that happening, or a server error. I am even willing to admit maybe I did accidentally click on the wrong thing. I am Not aware of any such action. We in turn then called them as soon as we got the letter, told them what happened, they put us to a supervisor. The supervisor in turn waived all fees and we paid the balance - I want to say it was $105 in full. We then asked them if they had reported to the credit bureau to please tell them that this was a mishap, not calling fault, but that it was paid in full and corrected. Me and my wife both have credit scores in the 800's also, we are very careful and never intentionally pay our bills late. They have refused to do so, and after my conversation today with another supervisor who was very snooty to me on the phone, said flat out that it could never be their servers fault and that I am to blame. They would never report to the credit bureau and that I am wasting my time basically. So basically, they stopped sending me a bill, never notified me of the balance due ( I really thought I had paid it in full ), then go and report to the credit bureaus, 2 months before they even send me a letter to say that there is an outstanding balance !Complaint concerns: a Credit CardDesired Settlement: I want them to send a letter to the three credit bureaus and just say that it was an error an no fault, the account was not intentionally delinquent . That simple.

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com No: [redacted] Dear [redacted], This letter is in follow-up to our conversation on February 12, 2015, regarding your request to remove the past due payment from December 2014, that we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and Experian. We’re glad to share more information about this. As discussed, the December 2014, delinquency was removed from the account on January 10, 2015. I have confirmed your account is reporting as open with a zero balance and no delinquencies on your credit profile. If you have additional questions, please give me a call at 800-955-1455, I am available from 6:45 a.m. to 3:15 p.m. PT, Monday through Friday. I’m happy to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I have called during normal business hours atleast 15 times in the past week to request a front and back scanned copy of my lease to be faxed. I spoke to a representative last week who assured me it would be faxed next business day. It never came. I just tried calling again and there offices are closed again. They are never open or I wait on hold for 30 minutes until there automated phone system kicks me off. I verbally confirmed the number read back to me was correct as well. Horrible customer service and they just shut off the phone system to save their metrics when it gets too busy / close for unknown reason.

Product_Or_Service: My loan lein is through them

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Complete my original request. Fax a front and back copy to the number I provided in a timeley matter.

Business

Response:

Dear Mr. [redacted], We have reviewed the situation you explained to the Revdex.com and want to address your concerns. We regret to hear of the delays you experienced attempting to resolve this matter. Thank you for allowing me the opportunity to address your concerns via telephone on March 10, 2015. During the phone call, you advised me that you have received a copy of your lease. We appreciate your feedback and have communicated this information to the appropriate management team within Capital One Auto Finance. Our phone systems were checked and it has been confirmed they are working properly. For the safety of our associates, our offices were closed intermittingly during the week of February 23, 2015, due to inclement weather in Plano, Texas. We apologize you were unable to reach us during that time. We appreciate you allowing us the opportunity to review your concerns, and assure you Capital One is committed to providing superior quality service. If you have any questions regarding your account, please contact Capital One Auto Finance Customer Service at [redacted]. If you have questions regarding this specific response, I can be reached at [redacted]. Sincerely, [redacted] Office of the President, Financial Services Capital One

Review: I went to make a payment today on June 11, 2015 and noticed my payment was unusually high. My account is showing that a payment was not made for the month of May. I have never had a payment past 30 days on this account. I submitted an online payment and it's not showing up. I want to ensure my account does not reflect a 30 day late on my account. I never received a phone call, email, nothing, informing that a payment was not received. I have submitted payments online before and have never had this issue.My complaint concerns: a Credit CardDesired Settlement: Simply put, I do not want a 30 day late on my account since I have been responsible with my account and zero notifications were made that a payment was not received. As mentioned above my account has never been over 30 days late since this account was opened.

Business

Response:

Dear [redacted], I am writing in response to your request that was filed with the Revdex.com (Revdex.com) asking to remove information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and Experian. Your letter states that you submitted a payment online for the month of May 2015 and that this payment is not showing up. After reviewing our records we found that you did not login to your online account from April 13, 2015, until June 11, 2015. A payment was processed to your account on April 14, 2015, and we did not receive another payment until June 12, 2015. Capital One does send out periodic statements with information about payments and due dates as required by law. Occasionally we will reach out to our customers who have missed payments as a courtesy; however, it is the responsibility of the customer to ensure timely payments are made. A review of our records shows that we sent you an online alert on May 4, 2015, and June 4, 2015, letting you know that a payment was due and that the minimum payment for that cycle had not yet posted. Additionally, an alert was sent on May 13, 2015, saying that your statement was ready to be viewed. These alerts were sent to your email address on file: [redacted]. We understand you would like us to modify the information we reported about your account. Our records show that your account was over 30 days past due on your June 2015 statement, and we’ve confirmed that we’re reporting accurate information. For this reason, we are unable to send an update to modify your credit file. There was a dispute code previously placed on your credit file with the CRAs which, since you disagree with this outcome, is still in place. You may contact the CRAs directly using the following contact information: Experian Equifax TransUnion Innovis P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 Allen, TX 75013 Atlanta, GA 30374 P.O. Box 2000 Columbus, OH 888-397-3742 800-685-1111 Chester, PA 19022 43216 www.experian.com www.equifax.com 800-888-4213 800-540-2505 www.transunion.com www.innovis.com If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 9:30 a.m. to 6 p.m. ET. When contacting me, please be sure to have the following six digit telephone PIN number available: [redacted]. I’m glad to help any way I can. Sincerely, [redacted], on behalf of 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: 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

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.

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.

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: 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: [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: 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: 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,

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: 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,

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 auto financed a [redacted], while the car was in my possession it was recalled by the factory due to the many accidents the car was causing people, non-working breaks etc. When I returned the car I was told that it would be taken off of my credit, and it has not been done and now it has become an inconvenience because it ruined my credit score and leaving me unable to get loans and find a new apartment. Can you please help me through this situation?Complaint concerns: an Auto LoanDesired Settlement: Have the auto loan removed from my credit.

Business

Response:

February 9, 2015 Dear Ms. [redacted], I am writing you today regarding the situation you explained to the Revdex.com. After a thorough review of your account, our records indicate you contacted Capital One Auto Finance on February 4, 2014, and February 5, 2014, stating you wanted to voluntarily turn in your vehicle. During that call, you were provided the consequences and repercussions of voluntarily surrendering a financed vehicle. We have validated that the vehicle was legally repossessed on February 8, 2014. Currently, the outstanding balance owed on this account is $6,615.85. Capital One will continue to attempt to collect on this outstanding balance. If you would like to discuss payment options in the satisfaction of this debt, please contact our Customer Service Department at [redacted]. A recall by the manufacturer on a financed automobile does not absolve the customer of the debt agreed upon in their executed contract. A recall is the notification to the customer that the manufacturer has deemed there are necessary repairs that they need to make to ensure safe operation of the vehicle. These repairs are done so at no cost to the consumer. Capital One has verified we are accurately reporting your account to the credit reporting agencies, per our legal and regulatory requirements. Based on this review of your account, we must respectfully decline your request to remove this tradeline from your credit bureau. We regret any inconvenience this matter may have caused you. If you have questions regarding this specific response, I can be reached at [redacted]. Sincerely, [redacted] Office of the President, Financial Services Capital One Bank

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: 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: 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]'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