Capital One Financial Corporation

Review: Capital One Bank USA has erroneously reported an account to my credit reporting bureaus with no notification to me either before, or after the reporting, by either phone or mail.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Removal of said account from any AND all credit reporting bureaus ie. Experian, Equifax, TransUnion etc. with no possibility of re-posting at any time after removal.

Business

Response:

Our customer sent a complaint to the Revdex.com stating that a tradeline reporting to his credit profile was not his. I spoke with the customer on December 6, 2013, and advised that our Fraud Team had investigated his concerns and concluded that this account did not belong to him and the account would be removed from his credit profile. I advised that this process can take up to 90 days and he may reach out to me in the future if he has any additional concerns.

Review: I wrote directly to Capital One to explain my extenuating circumstances in conjunction with Non-Receipt of Billing statements regarding a balance that became past due. After the birth of our second child my wife experienced major post delivery complications with retained placenta which resulted in her having placenta accreta. She was rushed to the emergency room, given two blood transfusions as result of internal bleeding and ultimately had a total hysterectomy. This at the age of 34. she had a hospital stay of 2 weeks as a result of the surgery and then had an internal infection at the surgery site which required an additional stay of one and a half weeks. She ended up in and out of the hospital for a month. At this time I was caring for our 2 week old baby and 2 year old son while my wife was battling for her life in the hospital, through the graces of god she made it through. During this time needless to say I was very dependent upon all my creditors to notify my of payments due via statements which they did other than Capital One as I was trying to keep our finances in order on very little sleep and very little time caring for two young children. I never received a billing statement from Capital One and the bill became over due, I received a call from Capital One regarding the outstanding balance. Once I was made aware of the outstanding balance I paid the balance in full immediately. I have always in 8 years with Capital One paid all of my debts on time and in full other than this aberration as a direct result of my extenuating circumstances and because I was never notified of the itemized bill via a monthly statement. Capital One responeded to my letter on November 30, 2013 stating that in order to pay my bill on time to review my monthly statement for amount due and date. I am attempting to buy a house and these two marks are severly hindering my credit score, I am at a point of desperation as my credit score has dropped 75 pointsDesired Settlement: To have a good will adjustment in your reporting to the three major credit bureaus for my credit file. I have a 30 day and 60 day mark from the months of September and October 2013 respectively

Business

Response:

Dear [redacted],

We were recently notified by the Revdex.com of your concerns regarding non-receipt of statements, difficulties experienced with your household, and information we've reported to the Consumer Reporting Agencies, like Equifax, Experian, etc.

We understand you would like us to modify the information we reported about your account. Our records show that your account was reported past due for October 2013 and November 2013. This resulted as the required minimum payments had not been received during the September 2013 through November 2013 billing periods.

Our records show that your account was enrolled within our Online Banking System, on November 24,2008, and that no paper statements were requested. Additionally, our records reflected that the email address, of [redacted], on file for your account corresponds with that provided within your complaint. Please note that electrionic mail notification is sent, to the email address provided, 2-3 days after the billing statement cycles to inform you that your statement is available.

Based upon the concerns that you expressed, we have made a business decision to update the payment history for September 2013 through November 2013. As a result of this action we are also notifying the Consumer Reporting Agencies update your credit profile accordingly. Please allow 60-90 days for Consumer Reporting Agencies to update their files.

If you have additional questions, feel free to call me Monday through Friday at [redacted], 8a.m. to 4:15p.m. ET. I'm glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Review: I believe that Capital One is overcharging me for either the annual member-ship fees and/or imaginary transactions since last year. Back in March 2013, they may have asked me to pay between $200.00 and $290.00 for both annual membership fees and supposed transactions (which I did pay in full). Because I was forced to move to another apartment due to renova-tions, I could not find a physical billing paper including all the fees involved.

Product_Or_Service: Capital One Gold credit card.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

If you could find my online account that includes all the transactions and membership fees (I have been a regular customer in good standing since No-vember 2007), I would ask for a total refund of all unwarranted fees writ-ten by Capital One. I am getting fed up with their increasing billing re-quests.

Business

Response:

Dear [redacted],

Thank you for your recent inquiry regarding your account, and the opportunity to be of service to you. We are issuing you this letter in response to your complaint received in our office from Revdex.com on April 14th 2014. As a member of the Executive Response Committee, part of my role is to review matters of escalated customer inquiry and complaint on behalf the Capital One Bank (Canada Branch) executive offices.

In the referral complaint, it was indicated that you were being overcharged with either the Annual Membership Fee (AMF) and/or imaginary transactions since last year. You also mentioned that you were asked to make a payment between $200.00 and $290.00 for both AMF.

We have reviewed your complaint and investigated using all available information. On January 8th 2013 statement, the balance on the account was $[redacted] which included the AMF of $[redacted]. From the balance owing in January 8th 2013 statement, a payment of $[redacted] was made on January 29th 2013. Also, a charge was made by [redacted] on January 30th 2013 for the amount of $[redacted]. The remaining balance owing on the account was $[redacted] which was paid by you on February 1st 2013.

According to your account terms, the membership fee is the annual fee that covers benefits associated with your credit card. The AMF is billed yearly to the above account in the amount of $[redacted]. A review of the account revealed that the AMF was charged on January 8th 2013 and again on January 8th 2014.

We appreciate the time you took to provide your input. We apologize for the inconvenience caused to you.

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.

Regards,

Executive Response Coordinator

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 looked at the most recent e-mail sent by Capital One Canada. Even though some of their inquiries are legit regarding past 2013 transactions, I still have some doubts about 2014 charges. Because I have heard countless times that several credit companies have overcharged their clients, that is why I am asking you to verify their charge/hidden fees mentioned/not mentioned in my account. Finally, you have to remember that Capital One has not sent me any refunds as far as I can remember within the last 7 years. I will simply ask you to check my up-to-date account for possible refunds and other charges. Thanks in advance. So long!

Regards,

Review: This is a copy of the note I sent to Capital One:

I feel very much deceived by your milage plan. It is NOT a milage plan. It is a money plan and not a good one at that. As an example, to fly from Spokane to Seattle, about 300 road miles, would cost about $100 or about 10,000 miles by you plan. How close is 10,000 miles to less than 300 miles? This allong with taking 3 or 4 calls to get you to send a paper statement to us leads me to believe that there are better ways to go!

Capital One claims to give 2 miles per dollar spent using their Signiture Credit Card. But it is absolutely a false advertizement. I contacted another credit card company associated with the air lines who offers 1 mile per dollar spent. While a trip to Spokane would cost 7,500 miles to fly to Seattle, it would cost me 12,000 miles to fly from Seattle, WA. to Raleigh, NC. With Capital One, since the ticket costs about $370, it would cost me 37,000 miles (370x100). That is about 3 times the miles in comparison making by capital one giving the customer about one third a mile per $1 spent not 2miles!

The sad thing is that my wife and I have been saving our miles for about 2 years thinking our air fare would be covered, but we can't even go one way on our 58,000 miles!Desired Settlement: I guess Capital One's policy is what it is! But I feel that if they are going to claim milage that milage should be based on what is claimed by other credit card companies. Capital One clearly is not! My desire is that they straighten up their ads on milage so that they do not deceive others as they have us. Atleast state that there are distinct deferences between their milage plan with other card carrying companies

An apology would be nice.

Business

Response:

Our customer is concerned about the No Hassle Miles Rewards program. Customer feels that the redeeming of the rewards accumulated is deceiving. Our research shows that the earnings and redemption of reward program has been disclosed to the customer and is correct. We explained to the customer over the phone that the redemption of accumulated miles earned is correct.

Consumer

Response:

They didn't address the problem but skiped over it as usual at least by my experience. It took me 4 or 5 times to get Capital One to mail to us a hard copy of our monthly statement. Their reply to this problem simply stated that I knew their policy which I acknowage. Exactly what I found out when I tried to use their rewards. That's why I complained in the first place. My complaint is why do they advertize DOUBLE the miles for each dollar spent when actually it takes TRIPLE the points to travel the same distance as othetr mileage plans require. For example it takes 12,500 miles to travel from Seattle to Raliegh where my daughter lives on other plans but with Capital One it takes [redacted] miles with Capital One. Over 3 times the amount! ThereFore Capital One is false advertizing by saying twice the miles. Capital One did call me. I explained to them my problem with them. The Lady I talked to said THEY DID NOT LOOK into other plans when they set their milage but she would look into it and give me a call back. But true to the Capital One did not give me a call back!

Review: Sent a letter to Capital one for debt VALIDATION on 11-4-2013. Letter was sent first class, certified, return receipt. Received a confirmation signature. Article number [redacted]. In regards to account [redacted]. Request the service or contract agreement with the creditor with my signature. Ask for original amount of debt, fees, and interest. No response was given. 30 day time frame has expired. I believe this is in violation of the [redacted] and [redacted].Desired Settlement: Have the account removed from all three credit bureaus. [redacted], [redacted] and [redacted].

Business

Response:

[redacted],

I'm reaching out to you about your follow up message dated April 19, 2014, regarding your account.

Our records show your concerns were fully addressed in our letter dated November 13, 2013, which was mailed to [redacted]. As we are no longer the owner of this account, please call [redacted], the buyer, with any further questions or concerns regarding this account. You may reach them at [redacted].

If you have questions regarding your account before it was sold to [redacted] on May 17, 2011, please call me at [redacted], Monday through Friday from 10:30 am to 7 pm PT. 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.

1. Capital One stated THEY sent a letter to [redacted] dated for November 13, 2013 to address my concern. No letter was sent to me from Capital One or [redacted]. IF they did, I request a copy that was sent to [redacted].

2. They are the ORIGINAL CREDITOR so the information that I sent was certified and they should have payment history, date of delinquency, and all the information that I requested from THEM.

3. They stated they could help me with information on the account dated before May 17, 2011. THAT was what I was asking for, again, in the certified letter sent to Capital One.

4. Again, if the information is not verifiable, please have Capital One and [redacted] removed the information from all three credit bureaus [redacted], [redacted], and [redacted].

Regards,

Review: I have for a few years tried to get a "cents on the dollar" amount quote to settle my account in full. They simply will not give me one via email or phone. At times they even say my balnce is "0" dollars. I just want to negotiate a settlement and they are not being very clear.Desired Settlement: Amount required in a lump sum to settle the acount ending in [redacted]

Business

Response:

Dear [redacted],

We were recently notified by the Revdex.com about your request for a settlement.

I attempted to contact you at the phone number on your complaint. Unfortunately, I've been unable to reach you. I would like to help you with your request. Please give me a call at the phone number below.

I can be reached at [redacted], Monday through Thursday from 9:30 a.m. to 6:30 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.

[redacted]:

Review: I have been with Capital One credit card services for many years. I have been concerned that they haven't raised my credit limits since the last time I spoke with the woman who handled my complaint from the Resolution's Department concerning this glitch they called it the first time. The took care of it and told me that I should NOT have any problems and each year if I want to submit a request for a credit line increase on my accounts that I should not have any issues with this. I requested this quite a bit using their online system and would get a declined message with different reasons that varied on my accounts that really had no burden on my situation since I am always on time and never late and never over the limit either. I have a stellar payment history with Capital One and therefore I should not be mistreated and or denied these increases and according to the last representative that I dealt with as well. I then called the Resolution Department and they were not willing to even do anything and provided me with more excuses as well as always I ended up back to square one and more confused than ever on the situation.Desired Settlement: I would like to see Capital One come through with their integrity and word of promises. I have been told many different stories when it comes to this and this is just more frustrating to have different people promise the world and cannot give me a simple request. My requests actually benefits them as well as a good customer who is mature and responsible of my accounts should never be penalized for good customer experiences! I really am shocked and surprised that Capital One would refuse my request with my excellent handling of all my accounts.

Business

Response:

Dear [redacted]

This letter is in follow-up to our phone conversation on October 24, 2014, regarding your

concerns forwarded to the Revdex.com about your credit limits. Thank you for your

patience while I researched this matter.

When we spoke, you said you had an extended fraud alert on your credit profile with the

Consumer Reporting Agencies ([redacted]). While our Credit Department was able to verify your

identity and contact you, it was found that your accounts are not eligible at this time. A letter

providing the reasons will be mailed to you in a separate letter, for each of your five accounts.

You may also visit [redacted] for more info about credit limit increases

and ways to become eligible.

Please keep in mind we review our accounts from time-to-time to see if they’re eligible for a

credit limit increase. If your account does become eligible, we’ll let you know.

You mention in your complaint that you had concerns of when you spoke with my colleague,

[redacted]. I confirmed that on September 26, 2014, she submitted your request for a credit limit

increase on each of your accounts, but our Credit Department needed to contact you at the

phone number listed on the extended fraud alert section of your credit profile. This is why they

were initially unable to review your accounts for the credit limit increase requests. If you have additional questions or concerns regarding this matter, please contact me at [redacted] I am available to assist you from the hours of 8:30 a.m. to 5 p.m. PT, Monday

through Friday.

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 am not accepting the reasons that were stated by Capital One because this is so not the situation here. The accounts in questions range from well over a year such as account ending in #[redacted] have not been raised in more than a 12 month time frame. Account number ending in #[redacted] has been closer to 24 months since any type of raise was made to this account. Account ending in #[redacted] also has not been raised since complaint last dated in Spring of 2013 as per noted with the Revdex.com. There is no valid excuse that Capital One could use to refer to my account request of having credit limits increase as since then 3 of 5 accounts were paid in full with zero balances, the time frames are well past their normal requests for credit limit increases and my payment and usage activities have always been in outstanding reputation. Why would a customer with five accounts in such excellent status and responsibility with their accounts have to be declined for a simple and yet well deserved request?

Regards,

Review: I honestly have no idea. I found [redacted] on my credit report. When I contact [redacted] they informed me Capital One was who had the account.... Capital On had a company called [redacted] has me turned in to the credit bureau for $33.00! I have been a member for [redacted] ([redacted] First) Premier since 1993. 21 years! [redacted]

[redacted] informed me when their computer system was updated the system changed my address was changed to [redacted] instead of 3[redacted]. the error was on their end.

Now that Capital One took over this account they ([redacted]) can't help me.

I need Capital One to step up to the plate and correct this wrongful, hurtful, information.Complaint concerns: OtherDesired Settlement: Repair my credit and remove this from ALL the credit bureaus.

Business

Response:

Capital One® PO Box 85870 Richmond, VA 23285-5870 January 5, 2015 [redacted] 31821 CEDAR TRAIL WARRENTON MO 63383 Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com No: [redacted] Dear [redacted], I’m reaching out to you about your complaint to the Revdex.com, in reference to information we are reporting to the Consumer Reporting Agencies (CRAs). I’m happy to share more information about this. We have reviewed your concern and found that we are not reporting this account to the CRAs, like Equifax and Experian. I hope this information helps! If you have additional concerns, please give me a call at [redacted], Monday through Friday from 10:30 a.m. to 7 p.m. PT. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One cc: Revdex.com

Consumer

Response:

Dear [redacted], [redacted] states they turned their credit accounts over to Capital One. [redacted] point to Capital, Capital takes no responsibility, [redacted] points to [redacted]....... I honestly have no idea what's going on.

What I do know is its a MISTAKE by others at my expense. I hold everyone involved accountable until my credit is CLEARED! Thanks for the phone call.

Thanks

Review: I called capitol one to make a $40 payment! after I made the payment I then called my debit card to check balance,, when then I was made aware of the fact that they also took a 250.00 payment out that I was never informed about nor did I authorize.. So I then called capitol one who informed me that the 250.00 wasnt on their end, so I called my card holder got confirmation that it was taken from them, called capitol one back and was told the transaction was vioided, I never voided it I thought when I called you a few minutes ago you couldnt see it on my account!! some fraud is going on I do belive Now I have to wait to have the money put back on my card and capitol one told me thhere was nothing they could do is void it and have my money back in 3-5 buisness days!!Desired Settlement: I believe I should be credited 250 to my credit card I mean its only fair.. thats my rent money!!

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com No: [redacted] Dear [redacted], This letter is a follow up to our phone conversation on February 10, 2015. I am taking this opportunity to apologize for the interaction you experienced when you contacted us to make a payment. I want to assure you that we are committed to providing superior quality service to all of our customers. I regret this was not the case with your concern. As an established leader in the credit card industry, we take our commitment to servicing your credit needs seriously and make every effort to honor that commitment. Please know that your feedback was instrumental in helping us to identify an opportunity to strengthen our position on delivery of service. You explained to me that the $250.00 payment, which you state was not authorized, was returned to your bank account later on the same day that it had been made. We appreciate any occasion to interact with our customers and look forward to maintaining a positive and successful relationship. Thank you for your attention and if I may be of further service, please contact me at [redacted]. I can be reached Monday through Friday, from 8 a.m. to 4 p.m. ET. Sincerely,[redacted], on behalf of Capital One

Review: I'm sure they will shrug this complaint off again. I have already complained once against this company and I am to the point of reporting them for credit card racketeering with collections and fees. In addition, I may need legal counsel if this company has/will negatively affect my credit.

[redacted]: Since approximately August/September 2014 you have continued to add $35 late fees to my account. My current balance is over $266 because you choose to keep tacking on a monthly $35 late fee plus interest and additional fees. I want to be very clear regarding this, which I have been so far in previous messages to you here, typed letters to your headquarters, and even a complaint with the Revdex.com... I am not paying these fees. These fees are being tacked onto a tiny balance of just a few dollars as a result of interest on an online purchase that I made almost 1 year ago. I made the payment via mail and received the interest charges after I mailed payment, but before it was posted. Since you do not send me statements in the mail, nor did you send collections reminders until you had charged me for $35 times several months, I had no idea this balance was still lingering. You are absolutely looney if you think I am paying these charges. I am closing my account and taking this to higher authorityDesired Settlement: See above complaint. I want this company to reverse the non-sense late fees that they have insisted on charging to my "account" with them over the last several months, which should bring my account to $0. I have already paid for the services and product that I purchased, plus the fees and interest up until that date. I also request that they make any necessary adjustments to any credit agency that they may have reported to. Current account balance with late fees and interest is now up to $266 and rising monthly. I will not pay it.

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 that you have not received any statements, resulting in your account becoming past due. The account was subsequently assessed late fees and interest due to non-payment. You request that [redacted]’s reverse all fees assessed to the account, as well as update the payment information we are reporting to the Consumer Reporting Agencies (CRAs). Our records show we previously responded to similar concerns. In our letter, dated April 11, 2015 (copy enclosed), we explained that late fees were billed to your account due to non-receipt of payment. We also confirmed that your account was enrolled in paperless statements and we had no record of returned emails or emails not being delivered. Respectfully, we continue to uphold this position. For clarity, I have explained the history of your account below, from the transaction in June 2014, through present. On June 24, 2014, you charged $44.44 to your [redacted]’s Charge account through [redacted]s.com. This transaction appeared on your July 2014 statement, which indicated a minimum payment of $25.00 was due by August 17, 2014. Regrettably, we did not receive your next payment of $86.00 until September 27, 2014. This means two consecutive billing periods passed with no payments received, so late fees and interest charges were billed to your account in accordance with our Cardmember Agreement. Additionally, your account was reported 30 days delinquent to the CRAs for September 2014 due to non-receipt of payment. Your payment of $86.00 received on September 27, 2014, along with the fees referenced above and a new transaction of $152.08 charged from [redacted]s.com on September 26, 2014, brought your October 2014 statement new balance to $165.58. This statement also showed a minimum payment of $25.00 was due by November 17, 2014. Again, we did not receive your next payment of $162.72 until March 12, 2015. This means four consecutive billing periods passed with no payments received, so late fees and interest charges billed to your account. Additionally, your account was reported 30 days delinquent for December 2014, 60 days delinquent for January 2015, and 90 days delinquent for February 2015 due to non-receipt of payment. Your payment of $162.72 received on March 12, 2015, along with the above-referenced fees and interest charges, brought your March 2015 statement new balance to $188.73. This statement also showed a minimum payment of $55.28 due by April 17, 2015. However, we have not received a payment since that date. Therefore, late fees and interest charges continue to bill to your account correctly. Additionally, your account was reported 30 days delinquent for May 2015, and 60 days delinquent for June 2015, due to non-receipt of payment. [redacted]’S CORPORATE OFFICES  N54 W13600 WOODALE DRIVE  MENOMONEE FALLS, WISCONSIN 53051 As previously explained, your account is enrolled in paperless statements. Instead of mailing statements to your physical address, a statement ready notification is sent through email advising you when your statement is viewable. We have not experienced any address changes or returned mail that would prevent you from receiving your statements to the e-mail address you provided, which is confirmed in your complaint ([redacted]). If you would like to un-enroll from paperless statements, you can update your statement mailing preferences online at our My [redacted]’s Charge website. We understand you would like us to modify the information we reported about this account to the CRAs and remove the derogatory payment history. We have confirmed that we are reporting accurate information. As a result, we are not able to change what is being reported. I apologize for any frustration this may cause. 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: I am disputing the annual fee, which I was never informed or notified about.Desired Settlement: I want the annual fee removed, as I was never notified about any annual fee.

Business

Response:

Dear [redacted], I’m reaching out to you about your concerns submitted to the Revdex.com (Revdex.com), about the Annual Membership Fee (AMF). We received your online application on June 30, 2014, with a solicitation code of 12874. We’ve confirmed that the Account Terms were available online, which explained the AMF. On July 14, 2014, the Customer Agreement and the Welcome Kit were sent to you separately. On July, 20, 2015, we credited your account $39.00 for the AMF, I also removed the AMF from your account terms. I’ve enclosed a copy of your Customer Agreement which details everything about your account including the AMF. If you have any questions or concerns, please give me a call at 800-955-1455, 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: 858834. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Review: Capital one since January has sent me 3 to 4 advertisements per week. I have now called Capital One 475 times asking them remove me from their mailing list. They refuse and I continue to get 4 to 5 mailings per week. I have spoken w/200 different supervisors and noting has been done. This amounts to harassment by mail.My complaint concerns: OtherDesired Settlement: business to never ever contact me again. Also, I may contact the state of IL to ban Capital One from doing business in IL>

Business

Response:

Dear [redacted], I’m reaching out to you about your concerns to the Revdex.com (Revdex.com) about offers you have received from us for a credit card and request to be removed from our mailing list. I’m glad to share more information about this. On August 5, 2015, we received your request to opt out of our mail offers. We’ve updated our records to ensure no further solicitations are mailed. Also, we have removed your contact information from our database. Please know that if a solicitation was already in the process of being mailed at the time we updated our records, it is possible that it may be received over the next several weeks. Thank you for letting us know about your experience. We are always looking for ways to improve the level of service we provide and sincerely appreciate your feedback. If you have additional questions, please call me at 800-955-1455, Monday through Friday from 9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: 858834. I am happy to help any way I can. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

I have reviewed the offer and/or response 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 am not satisfied with Capital One's response. [redacted] says "On August 5, 2015, we received your request to opt out of our mail offers." They received my request to not receive anymore solicitations from Capital one as of JANUARY 15, 2015 VIA MAIL AND VIA PHONE, OVER 500 CALLS TO CAPITAL ONE AND I WANT CAPITAL ONE TO ACKNOWLEDGE THE TRUE DATE ON THEIR RESPONSE. Their is response that they received it on August 5, 2015 is a lie! Thank you.

Review: I APPLIED 1 TIME FOR CREDIT FROM CAPITAL ONE.FOR SOME REASON THEY HAVE 12 DIFFERENT HARD INQUIRIES ON MY CREDIT REPORT.I DO NOT HAVE ANY KNOWLEDGE ON WHY OR HOW CAPITAL ONE WOULD HAVE TO RUN SO MANY INQUIRIES WITHOUT ME STARTING THE PROCESS WHICH I DID NOT.THIS REALLY HAD AN EFFECT ON MY CREDIT SCORE WHICH REALLY MAKES ME UPSET.My complaint concerns: OtherDesired Settlement: REMOVE ALL HARD INQUIRIES THAT CAPITAL ON HAS ON MY CREDIT REPORTS.

Business

Response:

Dear [redacted], This letter is in response to the concern you sent to the Revdex.com (Revdex.com), about the inquiries reflecting on your credit file. In your request you stated that you applied for a Capital One account only once. However, you stated that there were 12 hard inquiries reporting, and you would like all the inquiries removed. Thank you for your patience while we researched this matter. After reviewing this information, we confirmed that there were a total of six inquiries reflecting on your credit file from Capital One. Out of the six inquires; we made the business decision to remove one inquiry dated June 16, 2014. We found that the other inquiries are valid, and will remain on your credit file. Please allow me to provide further details of our research findings. We received internet applications for credit on June 16, 2014, December 10, 2014, December 13, 2014, January 13, 2015, June 29, 2015, and August 9, 2015. These applications were not approved and letters were sent providing the reasons for the declines. I have enclosed copies of these letters for your review. We verified that the name, address, phone number, and email address used on the valid applications link to you in public records. The Social Security number and date of birth used on the applications match information on your credit file. In addition, the information you provided on your request to the Revdex.com also match what we found in public records. Finally, we were unable to link you to the address provided in the application we received on June 16, 2014. However, all other personal information provided linked to you in public records. As mentioned above, we submitted a request to have this inquiry removed. We ask that you please allow the Consumer Reporting Agencies (CRAs) 60 days to update this information. We are unable to determine how these inquires may impact your credit score. Please reach out to the CRAs for further information. If you have any questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 9 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: 858834. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

I have reviewed the offer and/or response 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 contacted capital one,the fraud department agreed this was a cause of fraud.like I told them I applied for a secured card on december 10th 2014 and a business card august 2014.the rest were not done by me.as for 6 inquiries.thats 6 per credit agency total of 18.why did the capital one fraud department agree to send letters to credit bureaus.now you have a different answer.this is very damaging to my credit report im trying to fix.I want 12 removed from my credit reports and stop accepting applications in my name.as for the letters you sent.I have never seen any letters sent to this address.so now where are they getting sent to?all I want is 12 inquiries I didnt not apply for or give anyone permission to apply for.also for you to stop any applications sent in with my name on them.

Regards,

Dennis Hildebrandt

Review: This is in regards to a credit card that I have with capital one with a balance of $654 here is what happened:

1. Capital one failed to provide me a statement and notification online that my statement was available

2. As a result capital one reported my account 60 days late.

3. Because of this I am having difficulty getting a mortgage for a home for my son and I.

4. Their website was changed and because of this tgeir website is unavailable on my computer.

I am a cancer survivor, single mother and disabled veteran. This negative information is detrimental to my child and myself financially.My complaint concerns: a Credit CardDesired Settlement: Correction to my credit report to all 3 bureaus. Paper statements since I can't access their website and capital one doesn't notify me via email that my statement is available.

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 would like to share the status of your case. Our records show your concerns were addressed in our July 1, 2015, response letter. I have enclosed a copy of that response for your review. We respectfully decline your request to update the reporting on your account to remove delinquencies as we have confirmed that we are reporting accurate information about your account’s status to the CRAs. Although we have confirmed that you are receiving email and text alerts about your account status and availability of biling statements, and that you have logged on to online banking and viewed such statements, I neverless updated your account preferences based on your complaints. You will start receiving paper statements again to the address we have on file within the next 1-2 billing cycles. If you have additional questions or concerns, please call me at [redacted]. 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: [redacted]. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Review: I have my banking relationship with Capital One, this including multiple business checking and personal checking accounts and 1 commercial mortgage loan. In the recent year, there have been multiple errors with my checking accounts (I have been short changed by deposit multiple times). In Aug 2013, Capital One made a mistake and withdrew $1700 from one of my business account without any authorization.. the error was never discovered by Capital One and I discovered that while reconciliation with my bank statement. This is the second month in a roll banking error occurs except with a much bigger amount. Due to this I contacted [redacted] - [redacted] Business Banker regarding the issue and express my concern. He told me that this is a human error which they will try to avoid but unfortunately, people made mistake. I understand human error, but I expect a bank have enough checks and balances to prevent this type of issue from happening. Since there is no guarantee that this could happen again and next time the amount could cripple my business, I like to move my banking relationship to other bank that are more competence in banking. I was threaten that if I move any of my bank accounts else where, Capital One will immediately call my mortgage notes. I felt like I'm being duped into this banking relationship with Capital One and now I'm being black mailed if I were to switch bank.Desired Settlement: first, they need to correct the error and immediately refund the $1700.00 back to my account. More importantly, do not black mail or hold hostage of your customer from switching bank when you are so incompetent.

Business

Response:

September 23, 2013

Re: Revdex.com Case ID:[redacted]

Dear [redacted],

We are writing in response to the complaint that you filed with the Revdex.com regarding[redacted] business checking accounts ending in[redacted] and [redacted]. We understand that you would like to move your banking relationship to another financial institution. We value your feedback and hope to address your concerns.

We have reviewed the account, and our records show that the three concerns raised in your complaint were addressed as soon as they were brought to the attention of Business Banker,[redacted]. Please understand that because we value your relationship, and hope to be of continued service, we wanted to ensure that we reiterated the terms of your signed promissory note which requires that you maintain your operating accounts with Capital One. A copy of this document is attached for your records.

We regret any frustration this matter has caused you. Thank you for choosing Capital One Bank to meet your financial needs. If you have any additional questions or concerns, please feel free to contact [redacted] at telephone number [redacted]

Sincerely,

Capital One Bank

Consumer

Response:

There is nothing propose from Capital One end to settle this issue. Per the promissory note they attached, the agreement is between [redacted], [redacted] (a completely separate entity) and NOT with [redacted] (where you mistakenly withdraw money from. However, [redacted] is holding both my companies accounts hostages (including [redacted]. last four account #[redacted]). [redacted]. is not anywhere listed in the promissory note and I should at least be able to move all of my accounts with the exception of [redacted] from Capital One to avoid any further damages or business disruption.

Regards,

Business

Response:

October 01, 2013

Re: Revdex.com Case ID:[redacted]

Dear [redacted],

We are writing in response to the follow up that you filed with the Revdex.com regarding[redacted] business checking accounts ending in [redacted] and [redacted]. We understand that you would like to move your banking relationship to another financial institution. We value your feedback and hope to address your concerns.

We have reviewed the account, and confirm that although the terms the terms of your signed promissory note requires that you maintain your operating accounts with Capital One, an exception has been made to allow him move your primary operating depository relationship without calling the terms of your loan. If you have any additional concerns or wish to proceed in this regard, please contact [redacted] at telephone number [redacted].

Thank you for choosing Capital One Bank to meet your financial needs.

Sincerely,

Capital One Bank

Review: I paid my credit card balance of $20,000 on time and never late. I was expecting to receive the rewards of 35,681 miles/points but was told that the account was restricted due to security reasons and the rewards are being forfeit.Desired Settlement: Receive the value of my 35,681 miles/point as a check as initially agree when I applied to the credit card.

Business

Response:

The customer has been contacted and the customer's concerns have been resolved.

Consumer

Response:

Review: I received a call from Capital One rep around the beginning of December 2013. This rep was calling about my application I applied for online. This rep said she was from Capital One and was not providing me with her contact information. I assumed it was legitimate. She asked many private questions about my identity and address,ect. She then said my application was approved.

This woman said my card would be mailed within days. Weeks later, I received no card nor letter in the mail; which is customary.

I called Captial One and spoke to reps whom sounded all from some foreign nation and not one would let me speak to a manager.

I informed them that I was concerned about identity theft attempt by some stranger which is definitely possible, especially since I received no card.

The reps on the phone said that "I must be confused about this." I restated that I am calling to ensure someone at Capital One called me, however; these reps would not confirm that 'anyone' called me at all. In fact, they would not acknowledge that my issue was legitimate nor do any research about 'who' called me weeks prior (if anyone from Capital One.) They kept repeating that they checked my application online and said it had not processed and that they "needed my address." I asked them 'why' they needed my address when it was provided on the application and to the rep whom I spoke to on the phone weeks ago. This new rep would not answer any of the questions at all.

So, at this point, I still don't know if the call was 'legitimate' or not. I need a supervisor at Capital One to research whom and why I was called in early December and why they approved me over the phone. Also, since approved, why have they not sent a card nor any documentation? I have never had a credit card company do something like this and it is very 'unprofessional.'Desired Settlement: I 'need' them to see who called me in early December and counsel them on 'why ' they approved me over the phone and never sent a card or a denial letter. If there is no record of such a call, I need to know this also, as I will need to place a fraud alert on my credit report. I gave this Capital One rep all my personal information, it is a BIG DEAL!

Business

Response:

The Customer previously applied for a credit card with Capital One online. She received a call from an agent who needed to verify her address but could not explain to her why. The Customer was afraid that someone was trying to commit fraud. Our records show that a new card was mailed on 12/17/2013. We are unable to locate any information regarding a call to the customer to approve her application for credit. While waiting on Fraud to respond, the customer called in to advise that her complaint was settled and her card was received.

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].

I RECEIVED THE CREDIT CARD IN THE MAIL TWO DAYS AFTER MY COMPLAINT WAS FILED. THE SITUATION WAS UNFORTUNATE THAT I FILED THE COMPLAINT WHEN I DID AND NOT LATER, AS IT WAS ONLY A MATTER OF ME RECEIVING THE CARD LATE. THE PERSON WHO CALLED ON THE PHONE WAS NOT A FRAUD AND I FORTUNATELY DID NOT PROVIDE MY PERSONAL INFORMATION TO CON ARTISTS! I WAS RELIEVED TO HEAR THIS. I SPOKE TO CAPITAL ONE OVER THE PHONE AND INFORMED THEM OF ALL THE DETAILS. I DO APPOLOGIZE FOR THIS MATTER AND WOULD NOT HAVE FILED A COMPLAINT AT ALL. HAPPY HOLIDAYS AND I HOPE YOU WILL ACCEPT MY APPOLOGIES.

Regards,

Review: I have had my Capital One card for a few years now. I remember the initial commercials that enticed me to get this hotel. "No Hassle Rewards" was the most notable part of the commercial. In the end, I knew I love to travel and having a credit card that could provide this was essential to my wallet. Last week, I traveled to [redacted]. Before going to [redacted], I knew I needed a rental car because I was driving to [redacted] to meet with friends. A one-way trip. I went on Capital One's rewards site and booked a good deal for a little over 300 dollars for a week rental. I was ecstatic and ready to travel. Well, when my wife and I (after a long travel day) arrived to the Budget rental counter, the representative for Budget said we owed a $150 one way fee. Well, that was surprising to us since the Capital One Rewards received said it included all "taxes and fees". We thought this would be a simple mistake and Capital One would abide by their "No Hassle Rewards" commitment and take care of us. The first representative talked to us very nicely and put us on hold for about 5 minutes. Needless to say, this isn't the way we wanted to start our vacation. She stated that after "lots of looking" she found one clause that said that one-way fees could be charged and apologized. Clearly this is so well hidden that I had no idea where to even find this clause. Dissapointed as the "No Hassle Rewards" were creating more hassle, I asked for the supervisor who repeatedly stated that there was "nothing I can do" and that we can send an e-mail to the customer relations for a possible refund after we pay the $150. My travel budget didn't include a $150 one way fee as I had already set aside our travel money for the week. $150 isn't exactly a small amount of money, especially since you had to wait for a return e-mail to see if Capital One would even pay you back. I was fairly surprised that the only response I could get from the supervisor was an e-mail address and a "sorry, tough luck" approach. Whenever I travel, I don't expect to be hit with fees. I expect easy traveling and Hassle-Free traveling. I felt that I was made unimportant even though I use my Capital One card fairly religiously and always pay my account on time. If the charge of $150 was made at the beginning and was included in the rewards, I would have no qualms paying it. However, when I made my case to the representatives, I was made to feel there was nothing they could do and they would "work on fixing this". This is very unfair to the customer and unexpected of Capital One. Out of my other credit cards, ([redacted]), I have NEVER had any difficulties cashing in rewards and customer service went above and beyond to help with any problems. I expected more of Capital One and their "No Hassle Rewards".Desired Settlement: I would like Capital One to ackowledge that this is not a fair practice, and to attempt to explain to me why I should stay with their credit card when I have so many other options. I would ask for a refund, but there is nothing to refund (outside of a valuable hour or two of lost travel time for me and my wife).

Business

Response:

Re: Account ending in [redacted]

Capital One Case: [redacted]

Revdex.com No: [redacted]

Dear [redacted],

I’ve been attempting to reach out to you about your complaint to the Revdex.com. I

would like to try to help you with this.

Please contact me at the number listed below so we can discuss your complaint and allow me

the opportunity to turn a poor experience you have had into a good experience.

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: In mid December, I applied for a secured credit card from Capital One, in hopes of reestablishing my credit score (improving), since that time time period, more than 30 days, I have used the card, and still have not seen any tradeline showing on my pulled credit report. I have talked to numerous customer service representatives asking when the reporting date is and can not get an answer, but always a reply of "you can call the credit bureau and they can tell you when, we do not know". My main reason for obtaining this card was to increase my score in hopes of securing a mortgage loan, due to the effortless service on Capital Ones' part to honor their part of reporting to the major credit bureaus, that dream may or may not happen.Desired Settlement: I would like Capital One to perform an Out of Cycle (outside of their normal reporting cycle, whatever that may be) credit report update to the 3 credit bureaus to have my tradeline with Capital One added to my credit report.

Business

Response:

Our customer is concerned about the timeframe for reporting his new account to the

credit bureaus. Our research shows that the account just completed its first billing cycle.

We advised of the reporting time frames.

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: My mother has been getting calls from Capital On in regards to a credit card she has never had and they have sold the debt to a collection agency. My mother does not have any credit cards and have not had any for a long time. Upon calling Capital One they stated they need to verification from my mother to talk with me. My mother got on the phone and Capital One began to grill her for all her information and this made me very uncomfortable. I then stopped my mom from giving them to much information because companies normally ask for last four digits of SSN, but the person on the phone asked for the full SSN, her full address and birthday. I stated that she was asking for too much for verification and she should have the information in front of her if this is my mother's account. I felt what was given was enough to verify her identity. I feel the person was milking her for information to put her on the account and stated that fact. I feel that they are being fraudulent in the handling of this issue. My mother is 84 years old and has never heard of Capital One. Capital One states that the card is from 2006, but it has not been on my mother's credit report from ANY of the three major reporting agencies.Desired Settlement: DesiredSettlementID: Other (requires explanation)

For Capital One and The collection agency [redacted] to take my mother name off the FRAUDULENT debt and stop contacting my mother in regards to this non existent credit card.

Business

Response:

Dear [redacted],

We are responding to your correspondence received by the Revdex.com. We would like to try to help you with this.

Before I can look into your mother's concerns, I need to verify her information for security reasons. I also need authorization from your mother to speak to you in regards to this matter. Please have your mother give me call at the number below and provide me with the following:

Her name

her current address

The last 10 digits of the account number

The last four digits of her Social Security Number

Her date of birth

Once I receive this information from you, I can check into this. If you have additional questions or concerns, please give me a call at [redacted] Monday through Friday from 7 a.m. to 3:15 p.m. PT.

Sincerely,

[redacted], on behalf of Capital One

Consumer

Response:

The issue has been resolved. Thank you very much in your immediate response to this matter.

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,