Capital One Financial Corporation

Review: I closed my secured card with them today and the representative said that refunds take two billing cycles. I was unable to find any information on the website under FAQs regarding this. Two months is an awfully ridiculous amount of time to refund money, considering electronic transfers, or the fact that it is not 1945. I asked that it be processed more rapidly and the representative just said I could try to call back in ten business days to make the request, but that he wasn't sure it would be honored.My complaint concerns: a Credit CardDesired Settlement: There was no balance owing on the account. It seems reasonable to have the refund processed timely. A week should be plenty of time.

Business

Response:

Dear [redacted], This letter is in response to the concerns filed with the Revdex.com (Revdex.com), about your secured deposit refund. Thank you for your patience while we researched your concerns. On June 5, 2015, you called our Customer Service Department requesting to close your account. We did disclose that it can take up to 2 billing cycles for you to receive the security deposit back. On June 10, 2015, we show you requested the refund. As requested, we mailed you a $650.00 refund check on June 12, 2015, for the security deposit. If you do not receive the refund check after 14 days from the issuance date, you can call me at the phone number below so I can further assist you. If you have any questions or concerns, please call me a call at [redacted], Monday through Friday from 8 a.m. to 4:30 p.m. PT. when contacting me, please be sure to have the following six digit phone pin available: [redacted] I’m happy to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I recently applied and was approved for a Capital One credit card. I received the card and have been trying to call customer service to activate the card. I didn't want to do it online because I want to discuss a few things with the representative before using the card. I have not been able to reach anyone. I have called every number provided and get the same recording that states, due to network difficulties your call cannot be completed as dialed, please try your call again later. Numbers I have tried are as follows, activation number is [redacted], 24 hour customer service is [redacted], and small business credit card number [redacted]. I tried all of the others listed on the website and not getting anywhere. I am of course hesitant to ever use capital one, and looked online and saw reviews from customers stating that they are receiving late fees due to not being able to pay a bill online. Please check into this and get back to me if possible by phone. [redacted] I have not activated my card or of course used the card, but they do have all of my information. I always thought Capital One was a good company and some of my family members have used them for credit services. I just want answers and I am of course nervous that this company now has my information and I have no clue if fees have been applied that I may owe in the future. My paperwork stated no fees, but I can't check for myself.Desired Settlement: Answers and a response from Capital One

Business

Response:

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:

Review: I attempted to pay a loan payment that is due on the 13th of the month, I received a call from [redacted] on the 24th stating the payment was not paid. I had to go through [redacted] and make the payment that was not received . There is a late fee on the account as of the 20th that [redacted] bank will not waive fee and Capital One will not refund the fee for the payment they made LATE. Late Fee is $42.73 and Capital One needs to cover it since they did not get it to them on time.Complaint concerns: an Auto LoanDesired Settlement: Pay [redacted] Bank the late fee that was assessed that [redacted] Bank will not Waive..

Business

Response:

Dear Mr. [redacted]: We are writing in response to the complaint that was forwarded to us from the Revdex.com (Revdex.com) about your Capital One 360 account ending in [redacted]. We understand that a bill payment you set up on your account was not received by [redacted] and you would like reimbursement for a $42.73 late fee you incurred from them. We understand that you have been in contact with our 360 Customer Satisfaction Team regarding this payment. To confirm, we show that on January 11, 2015, a recurring $860 bill payment to [redacted] was set up on your account to be debited once a month on the 13th of each month, beginning February 13, 2015. The payment was issued in the form of a check and sent by mail on February 13, 2015 as requested. While we confirmed the payment was processed correctly, we understand that it wasn’t received by the biller and as a result late fees were incurred. The $42.73 late fee was reimbursed to your 360 checking on March 3, 2015, and the $25 Stop Payment Charge was refunded on February 27, 2015. We further understand that you are upset that the February 13, 2015 bill payment was sent via check and believe that the bill payments should be received electronically by the biller. We confirmed that the one-time bill payment for [redacted] that you set up for debit on January 7, 2015, was processed the same way as the February 13, 2015 payment. Both were debited on the requested date, and both were sent to the biller via a paper check to the address listed in the Bill Pay Center. When you set up a bill payment in our Bill Payment Center, the debit date and the estimated delivery time is displayed for the payment. Generally, an estimated delivery date 5 business days from the debit date means that the payment is going to be sent via paper check, and an estimated delivery date 2 business days from the debit date means that the payment is going to be sent electronically. For more information about the Bill Pay Center, please visit https://helpcenter.capitalone360.com/bnk/Topic.aspx?category=C3BNKEOBPY. We hope this letter explains the situation, but if you have additional questions or concerns, please reach out to us at [redacted] or at [email protected]. Associates are available from Sunday through Saturday between 8am until 8pm EST. Sincerely,

Business

Response:

Dear Mr. [redacted]: We are writing in response to the complaint that was forwarded to us from the Revdex.com (Revdex.com) about your Capital One 360 account ending in [redacted]. We understand that a bill payment you set up on your account was not received by [redacted] and you would like reimbursement for a $42.73 late fee you incurred from them. We understand that you have been in contact with our 360 Customer Satisfaction Team regarding this payment. To confirm, we show that on January 11, 2015, a recurring $860 bill payment to [redacted] was set up on your account to be debited once a month on the 13th of each month, beginning February 13, 2015. The payment was issued in the form of a check and sent by mail on February 13, 2015 as requested. While we confirmed the payment was processed correctly, we understand that it wasn’t received by the biller and as a result late fees were incurred. The $42.73 late fee was reimbursed to your 360 checking on March 3, 2015, and the $25 Stop Payment Charge was refunded on February 27, 2015. We further understand that you are upset that the February 13, 2015 bill payment was sent via check and believe that the bill payments should be received electronically by the biller. We confirmed that the one-time bill payment for [redacted] that you set up for debit on January 7, 2015, was processed the same way as the February 13, 2015 payment. Both were debited on the requested date, and both were sent to the biller via a paper check to the address listed in the Bill Pay Center. When you set up a bill payment in our Bill Payment Center, the debit date and the estimated delivery time is displayed for the payment. Generally, an estimated delivery date 5 business days from the debit date means that the payment is going to be sent via paper check, and an estimated delivery date 2 business days from the debit date means that the payment is going to be sent electronically. For more information about the Bill Pay Center, please visit https://helpcenter.capitalone360.com/bnk/Topic.aspx?category=C3BNKEOBPY. We hope this letter explains the situation, but if you have additional questions or concerns, please reach out to us at [redacted] or at [email protected]. Associates are available from Sunday through Saturday between 8am until 8pm EST. 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]. I am still not satisfied that I had to reach out to the Revdex.com in order to get this resolved. Capital One 360 should have been able to resolve this without having to escalate it to you all. I am disappointed that I had to go through the extra effort in order to get this resolved. Needless to say, it has been resolved.

Regards,

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 am still not satisfied that I had to reach out to the Revdex.com in order to get this resolved. Capital One 360 should have been able to resolve this without having to escalate it to you all. I am disappointed that I had to go through the extra effort in order to get this resolved. Needless to say, it has been resolved.

Regards,

Review: Capitol one is reporting to my Credit reports that I was late three consecutive months late. The fact is that Capitol One bought my account from HSBC, which is were I sent my payments. Meaning that the money was posted to the wrong account.Capitol One made the correction to my balance, but will not adjust the inaccurate credit reporting they did.Year 2013Months - August, Sept and OctDesired Settlement: Remove the inaccurate reporting to all three credit reports

Business

Response:

Dear [redacted], This letter is in follow up to the complaint you filed with the Revdex.com (Revdex.com) about the information we’ve reported to the Consumer Reporting Agencies (CRAs) like [redacted] and [redacted].In your complaint to the Revdex.com, you advised us that your account was reporting delinquent for the months of August, September and October 2013, because of the transition from HSBC to Capital One. HSBC sold the majority of their North American credit card portfolio on May 1, 2012. At the time of the reported delinquencies, your account was owned and serviced by Capital One. We confirmed that the months reporting as delinquent were accurate. We made a business decision to request that the CRAs remove the reported delinquencies from August, September and October 2013. For your reference, the control number for this update is [redacted]. Please allow the agencies up to 60 days to update their records. If you have additional questions, please call me at [redacted], Monday through Friday from 8:30 a.m. to 5 p.m. PT. I’m glad to help any way I can. Sincerely,

[redacted], on behalf of Capital One

Review: Capital One has continued to ignore my request to validate and remove this debt. I've sent certified letters requesting validation of the debt in July of 2011 and December 2012. Capital One's only response is that the debt was sold to a creditor. How can an illegally posted acccount on my credit report , now be sold to a colleciton agency. [redacted] is the collection agency. [redacted] has agreed to remove the debt, and it will be reflected in 30 days. I suggest Capital One do the same. Capital One is reporting the debt in addition to [redacted]. How is this possible? I have an FTC Affidavit and police report that reflects identity theft happended to me around the time this account was opened. The address is not correct. Please help me get this removed from my credit report. All the paperwork will be furnished upon request.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this illegally reported debt to be removed from my credit reports of all 3 bureaus. Capital One is reporting a debt at the same time the collections agency is. All the paperwork will be furnished upon request.

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint to the Revdex.com regarding your account.

Our records show the account was opened on December 10 ,2007 by the phone with a phone number we were able to link to you through public records. Statements were sent to the address on file, which we linked to you through public records.

Since your account had a balance and we did not receive the requested minimum payments by the due dates shown on your statements, fees and interest charges were billed in accordance with the terms of your account. The account charged off August 7, 2008, with a balance of $[redacted].

Pursuant to the Fair Credit Reporting Act (FCRA), we are required to report accurate information regarding all valid accounts to the consumer reporting agencies. As we show that this account is being reported accurately, as sold to another lender, we are unable to honor the request to delete this account from your credit profile. The derogatory information will remain on your credit report for up to seven years.

If you have 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,

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.

Again, this account, along with others that were open around the same time under my name, are being disputed under identity theft. My personal identification was stolen in 2007, and accounts were opened in my name during that year, and in 2008. I discovered this when pulling my credit report. This appears to be a case of identity fraud. What is the phone number that has been linked to the account? May I see the signed statement, as I didn't see it as part of the billing paperwork? I was unaware of this account until I saw it on my credit report, and I immediately disputed it with Credit Bureaus, and have been disputing it since.

Regards,

Review: A few years ago during the recession I was in a financial hard place and as a result I contacted [redacted] (a consumer counseling agency) of Atlanta. They set my credit card accounts up on a debt management plan that included my Capital One credit card. They contacted Capital One and Capital One agreed to take the suggested payment amount as well as lower the interest rate on my account. For two years I dutifully paid this amount to [redacted] monthly as instructed. I was never late on the payments. I received statements from Capital One each month showing the new interest rate as well as the posted payment. I assumed that all was well. However,all was not well. It turned out that all the while that I was diligently paying my agreed upon payments to Capital One via [redacted] Capital One was in turn taking the payment and then reporting to the three major credit bureaus every month that my payment had not been made. Furthermore, they eventually charged the account off. All of this was without one word to me from either Capital One or [redacted]. I had no idea that this was happening. I called [redacted] to inquire about the situation and they in turn called Capital One. Capital One told them that although they did agree to take the payment amount and lower the interest rate they did not say that they would not count the difference between what I paid and the original amount due (prior to the [redacted] arrangement) as being current. Another words, they agreed upon a payment of a certain amount, lowered the interest rate to accommodate that payment amount, and then turned around and reported it to the credit bureaus as if none of this had taken place. I then called Capital One myself and was told the exact same thing. "Yes, we agreed to take your payment amount and lower the interest rate and then report it to the credit bureaus as a default and charge off." I continued to pay Capital One through [redacted] until I had satisfied the original amount on my credit card. To this day it is still being reported on the credit bureaus as being late every month and as a charge off. It also shows a balance of $1086.80 which I am assuming is added interest and fees. I called Capital One again this week to try to deal with the situation but was again informed that they took my money as agreed and yet turned around and reported it as if I had not paid it. When I asked why they would do that one customer service rep stated that "If we can get your money we are going to take it."

I have asked the customer service reps and a supervisor that I spoke to to remove this inaccurate information from my credit reports. They have all refused. I even agreed to pay the bogus fees and interest that have been added while I was making payments in return for them removing the incorrect information off of my credit and although they agreed to take my money at 50 cents on the dollar they again refused to correct the obviously blatant incorrect information on my credit reports.

As you can imagine I am beyond frustrated. I feel that I did what was asked of me per the agreement with [redacted] and Capital One but instead of helping my financial situation it has only hurt it. Had I been told by either Capital One or [redacted] that my money would be taken but that it would devastate my credit I would have never agreed to it. I was misled by both [redacted] and Capital One. Both should have informed me that this would happen but neither did. I found it out on my own. I have documentation to show that my statements are correct.Complaint concerns: a Credit CardDesired Settlement: I want the negative information that Capital One has reported to the 3 credit bureaus deleted and reported as paid on time because I did pay them on time. I want the "charge off" corrected and my account information to reflect the payments that I made that Capital One agreed to.

Business

Response:

Dear [redacted], I’m following up with you in response to your Revdex.com (Revdex.com) complaint regarding your request to have the information we’ve reported to the Consumer Reporting Agencies (CRAs) updated. We value your feedback and would like to share more information with you. Our records show your account was delinquent between July 2009 to November 2009, before entering into a workout plan with [redacted] and Capital One. A notice was placed on your November 2009 statement advising the account was 5 payments behind and at risk of charging off. I have enclosed these statements for your review. On November 25, 2009, a letter was mailed informing you we were unable to enroll the account into a workout program because the payment amount of $74.00 a month was insufficient. You were accepted into a workout plan on December 3, 2009, and additional letters were mailed to you on December 4, 2009, confirming the acceptance with the proposed payment amount of $77.00 per month, the lowering of your Annual Percentage Rate (APR) to 7.40% variable, and the suppression of past due, over-limit, and membership fees; however, the letter addresses that the payment was insufficient to pay the past due amount and the account will progress in delinquency and may charge off if the proposal amount is all that is paid. The letter advises to call in to make a one-time higher payment or increasing the monthly payment. The account was 150 days delinquent when the proposal was accepted. The letters were mailed to the address we have on file for you and I have enclosed copies of the letters for your review. For your review, I am enclosing copies of statements from November 2009 through March 2010 to show the progression of your account prior to charge off. The minimum payment due by your December 5, 2009, due date was $874.00. We received your payment on December 2, 2009, in the amount of $78.20. The minimum payment due by your January 4, 2010, due date was $965.80. A payment in the amount of $77.28 posted to your account on January 5, 2010. The minimum payment due by your February 4, 2010, due date was $965.52. A payment in the amount of $79.78 posted to your account on February 3, 2010. The final payment prior to the charge off of your account posted on March 4, 2010, in the amount of $79.78. The minimum payment due by your March 7, 2010, due date was $962.74. As shown on your March 2010 statement, the full balance of $3,710.66 was due at this time. Because the payments received did not satisfy the minimum amount due, we were unable to prevent the charge off of your account, and on March 10, 2010, the account charged off as an unpaid debt. The last payment received for this account posted on June 4, 2013, in the amount of $77.29. Since the account charged off, you have paid $3,014.22 paid towards the balance. We understand you would like us to remove the account from your credit profile. Our records show your account is reporting as charged off with an R9 rating and a balance of $1,086.00. Capital One does not accept payments for updating information to the CRAs. We’ve confirmed that we’re reporting accurate information. As a result, we are not able to change what is being reported.If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 5 p.m. ET. I’m glad to help any way I can. Sincerely,[redacted], on behalf of Capital One

Review: I owned a business for 16 years and had a business credit card with capital one a majority of the years with them. I sold my business last year do to hard times I always tried to be fair with my debts however I would just pay my bills without really looking at the statement I thought I could never get caught up with them due to the fact my interest rate increased due to some late or missed payments. What I didn't realize is for years I was being charged money for some credit card protection plan that I had never signed up for and was not a part of the original agreement . I spoke to capital one about these charges right before I sold my business and they sent me to some other department to get it removed. That never happened on top of that I spoke with a customer representative that asked me why I didn't not feel I should have to pay the bill I told him for years I have been paying for a plan I never signed up for or new about so I didn't feel I owned them any more money because the amount they were trying to collect was less than the amount I had been charged for the plan I was being charged for. He said he would have someone contact me to see what they could do! I never heard back from him or anyone for months. I tried calling the numerous time to get a resolution that would work but they couldn't provide any answer for me on a resolution. They kept sending me to the protection plan department and that got me no where. Now my credit is being dinged for charges I never authorized. I would still like proof that I signed up for this protection plan! If one can not be provided I think this needs to be dropped from my credit. Thanks [redacted]My complaint concerns: a Credit Card

Business

Response:

Dear [redacted], Thanks for speaking with me about the concerns you submitted to the Revdex.com (Revdex.com) regarding not signing up for Payment Protection or authorizing enrollment in this product. You also requested that we stop reporting this account to the Consumer Reporting Agencies (CRAs) as a charged off account. I’d like to share my findings with you, after reviewing your account. We’ve made the decision to refund to you all Payment Protection product fees, associated fees, and interest charges since your enrollment in the product. As a result, we applied a credit of $7,279.36 to your account, which left a credit balance of $4,819.24. A refund check has been processed and mailed to you. According to notes on your account, you’ve confirmed receipt of this check. We’ve also sent a request to the CRAs to report this account as paid in full after charge off, and we’re no longer going to attempt to collect on this debt. We respectfully decline your request to stop reporting the account as charged off, because this account validly charged off. Please allow me to explain further. Capital One Payment Protection is an optional debt cancellation product that will make benefit payments to a Spark Business customer’s account in the event of an eligible loss (such as temporary disability or a business hardship). If a customer becomes totally and permanently disabled, it will also pay off the eligible balance as of the date of the total and permanent disability, up to $10,000. Unemployment as a result of permanent business closure is not covered under this or any other benefit associated with this plan. Payment Protection is not a credit card insurance product, and requires the customer to contact us to initiate benefits for any qualifying event. In reviewing your account, we found that you were enrolled in Payment Protection through your selections in our automated phone system on May 30, 2002. Our records also show that on May 1, 2014, you called to inquire about eligible benefits and our agent explained that unfortunately your product did not cover your personal situation of unemployment/business liquidation. Subsequently, we received a call from you on August 22, 2014, during which you requested that we cancel your Payment Protection enrollment. Your request was processed that same day. The last payment that we received from you was for $200.00 on April 28, 2014. Since we did not receive any additional payments, your account became delinquent. When your account became 180 days delinquent, it charged off as an unpaid debt on December 26, 2014, with a balance of $2,460.12. This charge off is considered valid as we did not find any error in your payment history. If you have additional questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 9 a.m. to 6 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10831230, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't not agree with capital ones assesment of there explanation ! I never signed up for this plan!! I also was only inquiring what this was and since I had it why I had not known about it and if so if I was elgible to use it. I appreciate the gesture but I didn't call for a refund I called because this is affecting my credit and if they refunded regardless of what they say they are admitting fault I will only be happy if this is deleted off my credit other than that this is not satisfactory and the credit is great but this needs to be removed or we will continue to have complaints filed.

Regards,

Review: I mailed a change of address letter in to Capital One Bank, but apparently that was never received nor processed. As a result, when my mail forwarding expired (I only set it for a year because I did not want the Postal Service selling my new address information to vendors or giving it to partners), I never received my January nor February 2014 statements. I didn't notice because I have monthly payment reminders in [redacted], and cannot pay the full balance off yet anyway. However, when I logged into CapitalOneBank.com to check my balance and make a payment recently, I noticed there were two new messages there, one stating that my January statement had been returned to CapitalOne, and the other saying the February statement had been returned to CapitalOne.

I have an exchange of emails that I can cut and paste into an email to Revdex.com.org when provided with an email address. I asked them to make certain my account settings were correct because I was not receiving email notifications of messages in my online account, and asking them why on earth they would continue to send statements that were rejected and not email me that there was a problem to the email address on record. The communication was so incredibly poor it took three emails from me to simply get to the point where they told me to call the customer service number to have the issue addressed. This is absolutely ridiculous -- there is no reason they can't look refer these two issues to the appropriate departments so they can be researched and get back to me. Me being on the phone with a first line help desk person is only likely to result in me wasting both our time.Desired Settlement: If Revdex.com.org will provide me with the email address, I will provide the email trail. All this concerns my Capital One [redacted] account ending in ....[redacted].

I want corporate customer service to make certain that the issues get researched and resolved so that:

1. I receive email notices when there is a secured message waiting for me;

2. Matters don't just drop when someone's mail gets returned TWICE to Capital One. I should have gotten emailed or called to my address or phone number on record.

3. Customer Service is improved.

Wait until I send you the email trail so you can see the full reason for the annoyance. It was like I was receiving responses from a bot the first two times, and even the third response was vague and unhelpful (no information about which department to request, no direct numbers, etc.). Your online customer service is either too far removed and needs to be provided the information they need to do their job, or this was a really bad clerk/unit. I have no idea whether my request to escalate this to management was actually acted upon or not -- no names are included.

Business

Response:

Dear [redacted],

l'm reaching out to you regarding the complaint sent to the Revdex.com (Revdex.com).

You shared concerns about not receiving phone calls or emails after the statements from January and February were returned. We do not currently contact our customers after one returned statement, and I apologize for any inconvenience you have experienced as a result. On April 14,2014, you updated your address

online. If you experience difficulty receiving your statements going forward, please let us know.

I have also reviewed the messages that were exchanged from April 14,2014, onward. We strive for our online communications to be hassle free and informative, and it appears that we have fallen short. Please accept our apologies as we work hard to make the necessary changes to our policies and procedures. We value your feedback and loyalty to Capital One.

If you have questions or concerns, please give me a call at 1-800-955-1455 Monday through Friday from 10 a.m. to 7 p.m. ET. l'm glad 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: To whom it may concern,

This is concerning the account ending in [redacted] by [redacted].

I have tried several times to get in contact with customer support to remove late remarks from 5 years ago. I spoke with one CSR who said that they would request the removal of these entries due to the fact that I am a current customer, in good standing, with my checking account linked and automatic payments setup.

I have sent goodwill request letters, and attempted both chat conversations and phone calls. Each time I speak with a CSR, he or she has severe trouble locating my account, and some even claim it doesn't exist. I haven't received a response to my written inquires, despite the promise a CSR made that he would request the removal of the late entries as report to the credit agencies.

One member of their staff claimed that they do not make goodwill gestures and yet another member promised to provide one. I also have several documented instances where good will gestures have been made on the behalf of good standing clients. There needs to be consistency.

During the time period this account was established I was very happy with the service, however I was not the ideal customer and made mistakes with my handling of the account. I should have kept better records regarding the account and I take full responsibility. Money had become very tight and I realized I was 60 days late in March / April of 2008. I worked very hard ensure the balance was paid in full and then I subsequently closed the card in 2010.

I have since opened a new Capital One card in the summer of 2011. To date, every bill has been paid in full each month and I have never been late. In fact, during the 7 years I have held accounts with Capital One, only 2 months have been noted as late.

I know that payment of my previous account was my responsibility and I am not attempting to justify this breach of my user agreement, I was however hoping you might review the circumstances under which this non-payment occurred and consider removing the negative trade line associated with this account from my three credit reports.

As soon as I became aware of the balance I contacted Capital One and made payments monthly until the account was paid in full. I provide this not to justify why the account was unpaid, but rather to show that the issue with Capital One for my previous account is not a good indicator of my actual credit worthiness. I hope that you would consider working with me on erasing this mark from my credit reports.Desired Settlement: Please remove the two late reports as stated by the customer service representative I spoke with.

Consumer

Response:

I called the consumer regarding the business response and was notified that the complaint has been resolved.

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,

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint we received regarding the servicing of your Capital One account.

You requested we update the information we're reporting to your credit profile. We sent a request to the Consumer Reporting Agencies, like Equifax and Experian, to remove the past due history reporting for March 2009 and April 2009. For your reference, the control number for this update is [redacted]. Please allow these agencies up to 90 days to update their records. In the meantime, this letter is proof that we are updating your credit profile.

If you have additional questions, feel free to call me at [redacted], Monday through Friday from 10:30 am to 7:00 pm. PT. I am glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Review: When I requested a Capital One Credit Card in approx. October/November of 2012, I was advised I had to provide a $75.00 deposit or I would not be approved. I contacted Capital One and provided the payment. I contacted Capital One a few months ago and requested the deposit be returned as I want to cancel the credit card and they advised they have no record of the payment.Complaint concerns: a Credit CardDesired Settlement: I want my deposit refunded as a check immediatly.

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com No: [redacted] Dear [redacted], Your complaint to the Revdex.com was forwarded to the attention of the Executive Office for response. Regrettably, I was unable to reach you by phone. Please allow me to address your concerns. On November 17, 2012, we sent you a letter that detailed the terms of the account, and explained that there was a minimum security deposit due of $49.00. This account opened on December 8, 2012, after we received your security deposit of $49.00. For your review, I have enclosed a copy of the letter dated November 17, 2012. When the account is closed, the security deposit will be transferred to your credit card to pay the balance owed. If there is no balance owed, a refund check will be issued when the account closes. If there is a balance, it takes five business days for secured card funds to be applied to the balance after the account is closed. Any funds left in your account after the transfer will be refunded to you by check after two billing cycles. If you would like to close your account, please contact me. 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, from 8 a.m. to 4 p.m. ET. Sincerely, [redacted], on behalf of Capital One

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,

Review: This account have already been paid off/settled through their collection agency ( [redacted]) but still shows on three credit report as charge off. My husband and I are trying to buy a home but this so called charge off on my credit report from [redacted] is affecting us greatly. I therefore request that they completely removed it from all three of my credit report. Please see below for detail account information: N/B: This account used to be under the name [redacted] and my middle name [redacted] or Initial A.

Account #: [redacted] [redacted] [redacted]

Condition: Derogatory Derogatory Derogatory

Balance: $0 $0 $0

Type: Credit Card Credit Card

Pay Status: Collection/Charge off Collection/Charge off Collection/Charge offDesired Settlement: My husband and I are trying to buy a home but this so called charge off on my credit report from [redacted] is affecting us greatly. I therefore request that they completely removed it from all three of my credit report. Please see below for detail account information: N/B: This account used to be under the name [redacted] and my middle name [redacted] or Initial

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com Case No: [redacted] Dear [redacted], I am reaching out to you about your complaint to the Revdex.com, about information we reported to the Consumer Reporting Agencies (CRAs), like [redacted] and [redacted]. We value your feedback, and we’re glad to share more information about this. In your complaint, you referenced three account numbers as follows: ? [redacted] ? [redacted] ? [redacted] My research confirmed the above accounts are all one and the same; they are account ending in [redacted], as referenced above. After reviewing your account and credit reporting information, I found that we are not reporting the account to the CRAs. Our records show that this account was not included in the transfer of accounts to [redacted] Card Services, N.A. when Capital One purchased most of its U.S. credit card accounts on May 1, 2012. [redacted] may still be reporting this account and/or the first date of delinquency. Please contact them directly at [redacted], for further assistance. If you have additional questions or concerns, please contact me at 800-955-1455. I am available to assist you from the hours of 8:30 a.m. to 5 p.m. PT, Monday through Friday. Sincerely, [redacted], on behalf of Capital One

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: I've been trying to get an increase on my card to $3000 because I will be doing some traveling soon and I do not wish to carry cash everywhere. I pay my bill on time every month. Sometimes 2-3 times a month. If I can't get an increase just to help with traveling, I will have to go to another company.My complaint concerns: a Credit CardDesired Settlement: I just would like my credit like increase to 3000 or even 2500 so I can travel comfortably please.

Business

Response:

Dear [redacted]I am following up with you in regards to our September 1, 2015, conversation about your request for a credit limit increase. Your feedback is important to us, and I have good news to share!Effective immediately, your account now has a $3,000.00 credit limit. I know this will come in handy with your upcoming travel.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

Review: Capital One keeps sending pre-approved credit applications to me even though I have intentionally opted out of receiving pre-approved credit.Desired Settlement: Permanently stop sending me credit applications.

Business

Response:

Dear [redacted], This letter is in response to the concerns you sent to the Revdex.com (Revdex.com) about credit card solicitations you received in the mail. Please allow me the opportunity to address your concerns. As you requested, I have removed the name and address, as it appears on your complaint and above, from our mailing list. If you were selected for any offers before we received your request, you may still get mail solicitations for the next several weeks. If you are receiving mail from us with any variations in the spelling of your name or address, a separate request may need to be submitted. You may contact me at the number below to help you with this. We received your opt-out request on July 2, 2015. The request expires in 2018. Opt-out requests expire after three years. If you wish to opt out of requests in the future, feel free to contact our office to for assistance. We apologize for any frustration this matter may have caused. If you have any other concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six-digit phone PIN available: [redacted]. Sincerely, [redacted], on behalf of Capital One

Review: I presented a check in the amount of $2610.32 on 7/3/13 for services from the capitalone convenience checks, didn't receive the services have contacted capitalone to reverse the charges, one representative told me they would honor the request and didn't, I called back a few months later and another proceeded to write his interpretation of the matter and assured me that he would reverse approximately $895 of the charges, today I called another representative told me there is nothing to be done and if I want I can just not use capitalone again. Three different representatives three different response and still no resolution. The company that received the check is no longer contactable so capitalone is the only recourse and I believe if the first representative told me she would reverse the charges then capital one should honor that requestDesired Settlement: I would like capitalone to reverse the charges of $2610.32 has initially promised

Business

Response:

Dear [redacted],

This letter is a follow-up to our July 17, 2014, telephone conversation and a response to the complaint we received from the Revdex.com (Revdex.com) about a dispute you have concerning an access check you used on your [redacted] account.

In your letter to the Revdex.com, you say that you called Capital One because you did not receive the services paid for by an access check, written to [redacted], in the amount of $2,610.32, on July 3, 2013. Your letter stated that you had spoke with three different agents about this issue. After a search of our records, we were unable to locate any phone calls where you called to inform us of a dispute concerning this access check. We were also unable to locate any phone calls where we promised to issue a full credit or partial credit.

Our records indicate that the first time that we were notified by you about this dispute was on May 7, 2014. At that time, we advised you that a copy of the merchant contract was needed in order to review the contract and confirm that we had dispute rights. You advised the agent during the call that you would fax the contract to us and the agent provided a fax number to you. Unfortunately, we never received these documents from you.

When you signed the access check in the amount of $2,610.32 and gave it to the merchant, you were authorizing the merchant to be paid for the amount. After reviewing your request, we're unable to credit your account for this dispute. We have a limited amount of time to reverse a merchant's charge. Unfortunately, that timeframe has expired. In the future, to preserve your dispute rights, please notify our office, in writing, within 60 days of receiving the statement that reflects the disputed charge. For your convenience, I have enclosed a copy of your billing statement, which outlines this process.

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 am to 5 pm PT Monday through Friday.

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.

Review: Capital One has been intentionally posting my payments late since October. Since then, I have incurred a late fee of $25-35 every single month. My payment has been received, but not processed until a day or later after the due date each month from October-March. I have proof from Bank of America that all payments were delivered by the due date as they are guaranteed. Because of this I also lost my 0% interest rate and have been charged interest for the past 2 months. I have called the company and they refused to reverse the late fees even though I have proof of EVERY SINGLE payment being received on time. After several months of them charging late fees, they then increased our payment causing us to have more late fees. As I said, everything can be verified through Bank of America. The date received is on our payment. Just because Capital One did not process it on the date it was received, does not mean that we receive a late fee. Also we just started receiving interest fees although our free for 12 months without interest is supposed to end in August. Capital One claims it was in May, even though our card wasn't activated until August. In summary, from October-March, our payments were posted several days late, therefore accessing a late fee each month, although we have proof of the payment getting there by that date. From March until now, our minimum payments have been raised and different interest charges added, although this time the payment was posted on the right time (even though it was still sent in exactly the same way), and given another late fee (this time due to them changing the minimum payment due to their "error." (purposeful late posting). Once again, all payments are verified to be received by the due date. Copies of every single payment submitted with be gladly provided. This is a really sad situation as I have never had a credit card company do this to me before - to send the payment in time every month and get charged every month is a shame.My complaint concerns: a Credit CardDesired Settlement: All late fees and any resulting interest fees/other fees reversed and an extension of the 0% interest rate due to the inconvenience and time involved that this entire situation has caused.

Business

Response:

Dear [redacted], I’m reaching out to you about the concern you sent to the Revdex.com (Revdex.com), about the payment posting time frames on your account. Thank you for your patience while we looked into this, I would like to share my findings with you. Thank you for patience as we researched your concern. We appreciate you bringing this to our attention and we apologize for any inconvenience this may have caused. After review of your payments from December 2014 through July 2015 our records confirm the payments were received by the due date. Due to a system error, the posting for each payment was done after the statement cycled which caused the account to be assessed a past due fee. On July 14, 2015, we submitted a request to the Credit Reporting Agencies (CRAs), like Equifax and Experian, to report the account as open, current, a balance of $1,705.00 and no delinquencies. We have also updated the payment history to show we removed the 30 day delinquency from June 2015 and 30 day delinquency from July 2015. It may take up to 60 days for the agencies to update their records. As a confirmation of this request the AUD number is [redacted]. Please keep this number for your records. Updates to the CRAs can take up to 60 days to reflect. We have also updated our systems internally to reflect no late payments, and extended your promotional interest rate of 0%, for an additional six months, with the next payment due on September 2, 2015. We’ve also provided a credit of $310.07 for all applicable fees and interest charges. These credits will reflect on your August 5, 2015, billing statement. 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: [redacted]. I am happy to help in any way that I can. Sincerely,[redacted], on behalf of Capital One

Consumer

Response:

Hi I just wanted to let you know that I received a letter in the mail from Capital One saying that they reversed all the fees. Glad I finally got this taken care of. Just wanted to let you know that you can close the case.Thanks for your help!

Review: Last year I paid off the card with a note telling them to close the account. I already had problems signing in to the account so I could not pay online but no one answered the emails when I asked for help with that so I paid it off by mail. I have sent several emails and written on almost every statement they sent and returned it telling them the account was supposed to be closed and requested they remove the fees back to that date. I am still getting bills for their annual fee that went on the card after it was paid off and I requested the account be closed. Recently I got two letters the same day. One said they could not close the account by written request, the other said it was closed. I am still getting statements along with letters saying I am approved for their card. They still did not remove the annual card charges and late fees for that charge back to the date it was requested closed.Complaint concerns: a Credit CardDesired Settlement: Remove all charges back to the date the card was paid off and make sure the account is closed. If a credit bureau has been contacted, contact them again and remove any complaint.

Business

Response:

[redacted]The Revdex.com (Revdex.com) shared your concerns with us about information we reportedto the Consumer Reporting Agencies (CRAs) as well as your request for confirmation of youraccount being closed. We apologize for any frustration you may have experienced. I’d like toshare some information with you.As of the date of this letter, we have submitted a request to the CRAs to remove the followingdelinquencies from your credit profile:? 30 days delinquent for February 2015? 60 days delinquent for March 2015? 90 days delinquent for April 2015The control number for this submission is [redacted] Please allow these agencies up to 60days to update their records.Your account is closed per your request as of February 5, 2015. We received your final paymentof $3.31 that posted to your account on December 1, 2014. On April 30, 2015, I credited$125.57 to your account to bring the balance to zero. This amount consisted of the annualmembership fee that billed to your account on December 18, 2014, along with other associatedfees and interest. Your account balance is now zero.Our account records confirm that we received three written requests from you requesting thatwe close your account and credit all fees. There is no record of us receiving any securedmessages from you. The account records reflect that you sent in written requests on January 2,2015, January 29, 2015, and February 10, 2015. We apologize for the two contradicting lettersyou received from us dated March 10, 2015. The letter you received advising that we wereunable to process your request by mail was sent in error. The letter advising that your accounthas been closed as of February 5, 2015, was the only confirmation letter you should havereceived. Feedback is being provided to the appropriate department to ensure that errors suchas these do not happen in the future.If you would like to be removed from our solicitation lists here, please give me a call at thetelephone number listed below and I can opt you out of our mailing lists.If you have any additional questions or concerns regarding the account please give me a call at[redacted], Monday through Friday from 7 a.m. to 3:15 p.m. PT. I will be glad to help in anyway I can.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]

Regards,

Review: I communicated with the company to pay off a outstanding balance for a credit card account. After speaking with the billing/collection associate via phone, I paid off the outstanding debt in full. I inquired if this account would continue to be reported to the credit bureaus and the customer service representative notified me that the account would be flagged as paid and removed from my credit report. Fast forward to April 2014, I reviewed my annual credit report and noticed that this account is still listed on my credit report. I contacted the collection department to inquire about why the account has not been deleted and they have not responded yet!!!I feel I have been mislead to believe that the successful payment of the debt account would also result in the deletion of the account from my credit report. I do not beleive that I should be punished for the misinformation supplied to me by the customer service representative. Everyone BEWARE!!!! stay away from this company since they are unable to hold up to their end of the deal when speaking with consumers. Never AGAIN!

Product_Or_Service: Credit Card

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

Capital One should delete this account from my credit report as promised by the customer service representive. I do not believe that I should be at fault if the information that the representative communicated to me is inaccurate. The company has already received full payment for the account and should meet the other end of the deal as promised.

Business

Response:

Dear [redacted],

l'm reaching out to you about your complaint to Revdex.com about information we've reported to the Consumer Reporting Agencies, like [redacted] and [redacted].

I understand you would like us to modify the information we reported about your account. Our records show that your account was charged off due to delinquency on May 28,2013, and paid in full as of March 10, 2014. This account is reporting to the Consumer Reporting Agencies as charged off and paid in full, and I have confirmed that we're reporting accurate information. l'm sorry if this isn't the outcome you were hoping for.

Additionally, our records do not show any notes that indicate your account would be deleted from your credit profile upon payment. If you have any documentation showing otherwise, you can send it to my attention via fax at [redacted] or mail it to the address shown above.

If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 8:30 a.m. to 5 p.m. 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.

I do not accept this offer the the company suggested. When communicating with the company, the representative stated the account would be deleted from my credit reports upon payment. This conversation happened via telephone, therefore, I feel the company should investigate the voice recording further to substantiate my claim. If I had any doubt the the Capital One representative would give me false information I would have recorded the conversation myself. I believe capital one should make good in their promise to delete the account from my credit report. I have paid this account in full with no problem yet the company chooses to ignore statements/promises that they made to me as a customer. I will be sure to take my business elsewhere to a company that chooses to practice ethical standards.

Regards,

Review: I had AutoPay set up within CapitalOne (entered my bank information on CapitalOne's website to have CapitalOne draft my bank the full balance every month). I then switched banks, closed my old bank account, and had to update all the AutoPay payments. I canceled all the AutoPay payments I've set up with CapitalOne about 20 days before the due date and double checked to make sure that all AutoPay was canceled on the CapitalOne website. Come due date, I made a full-balance payment from my new bank account and then found out that my CapitalOne business credit card was charged a $39 fee because it tried to complete the AutoPay draft, that I've canceled, from my old bank account. I've called customer service and was told that they can't refund the fee because they are not authorized, but it can be refunded if I send in a letter explaining my situation. I sent in a letter to [redacted] in [redacted] the next day. In the reply mail, it blamed the error on the bank (where I had already closed my account) and asked me for a letter from the bank in order to get my $39 back. I called customer service again and was able to get $20 back in the form of reward points but I'm still short $19 for a mistake caused by CapitalOne. The Vikings at CapitalOne just robbed me of $39, blamed the bank that I don't use anymore, and told me I should be glad that I got $20 in points (literally what the customer service manager said to me).Desired Settlement: Refund $19 back to my account ending in 6102, in check, credit, or points.

Business

Response:

Our customer received a return check fee that he wanted waived. We waived the fee and contacted the customer to let him know that the fee has been waived and the credit will post to the account in 1-2 business days.