Capital One Financial Corporation

Review: Capital One charged me $33 dollars for a protection plan that I did not authorize. When I called the customer service representative he said I would have to call in the next day to cancel. I asked why I had to cancel something I did not authorize. He said he would get his supervisor...he then hung up on me. I want the charged reversed immediately. Account Number Ending in [redacted].Desired Settlement: Charge reversed on my account

Business

Response:

Dear [redacted], I am writing in follow-up to your concerns directed to the Revdex.com (Revdex.com) regarding Payment Protection billing to your account. I attempted to contact you by phone; however, I was unable to speak with you. To address your concerns with Payment Protection, we cancelled it from your account on July 29, 2015, and credited your account a total of $2,096.21 on August 13, 2015. The credits refund all Payment Protection product fees as well as associated fees and finance charges since enrollment. The credits will appear on your August 2015 statement. I apologize for any frustration you may have experienced while trying to reach us about your concerns. . If you have additional questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: 858834. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I TOLD THE REP. I AM NOT GOING TO BE HOME SO DO NOT MAIL OUT MY CREDIT CARD OUT. THE REP. STOP MY CARD AND MAILED OUT THE NEW CARD... NOW I HAVE NO MEANS OF FUNDS.My complaint concerns: a Credit CardDesired Settlement: OVER NIGHT THER NEW CARD....... THE REP SAID. TOO BAD WE ONLY MAIL IT OUT IF OUR CAR BREAKS DOWN OR IF YOUR DYING.

Business

Response:

Dear [redacted], This letter is in response to the request you sent to the Revdex.com (Revdex.com) about your credit card account. I am writing to follow up on our phone call about the fraud investigation that our agents conducted for your account between October 2, 2015, and October 6, 2015. This morning, I checked your account to confirm that your new was card delivered and activated. The account restriction has been removed. I am glad that I could help you with the courtesy credit that we posted to your account on October 6, 2015, but I also want to apologize. Capital One tries to provide the highest level of customer service for our customers, and we failed to meet your expectations in this case. Please let me assure you that we have provide feedback to the appropriate people. In your conversation with the account supervisor on October 4, 2015, you mentioned that the account restriction may have caused you to miss an opportunity to add some Rewards points to your account. As a courtesy, I have processed a $100.00 Rewards credit. Thank you for your patience while we were addressing your concerns. If you have any other concerns, please don’t hesitate to give me a call at [redacted], Monday through Friday from 8:30 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six-digit phone PIN available: [redacted]. I’m happy to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: There where charges made to the account from a glacier payments company that I did not make, the charges where disputed by me, after capital ones investigation I know owe all charges related plus late charges tacked on. I don't think I should pay for something I did not order.My complaint concerns: a Credit CardDesired Settlement: not to be charged for something I didn't order with tacked on late charges and fees.

Business

Response:

Dear [redacted], We were recently notified by the Revdex.com (Revdex.com) about your concerns with disputed charges and past due fees on your account. We realize you’re concerned with this and I’d like to share more information with you. Unfortunately, based on the information you provided on April 6, 2015, to our Disputes Department regarding the following disputed charges, our position remains the same, we are unable to provide further credits for the following charges: • March 10, 2015 www.[redacted] $74.98 • March 10, 2015 www.[redacted] $79.98 • March 25, 2015 www.[redacted] $79.98 • April 09, 2015 www.[redacted] $74.98 On April 6, 2015, you contacted us regarding the two disputed charges on March 10, 2015, and the one charge on March 25, 2015, your account was immediately credited for each of the charges. You advised that the merchants did not inform you of their automatic billing policy. I have enclosed the letters that were mailed to you informing you of the credits. The credits appeared on your April 2015 billing statement. Due to the information provided by the merchants, on April 22, 2015, your account was rebilled for the disputed transactions. There was no dispute request submitted for the charge on April 9, 2015. On April 21, 2015, letters were sent advising of the rebilling to your account. In addition, the letters requested that you provide us with a copy of your sales invoice or purchase agreement and the date and proof of cancellation and/or return. As of the date of this letter, we have not received any additional documentation from you. The last payment we received for the account was on April 16, 2015, in the amount of $25.00, your account was billed past due fees due to non-payment for the following days and amounts: • May 18, 2015, you were billed $25.00 for past due fee. The minimum payment due was $25.00. • On June 18, 2015, you were billed $35.00 for past due fee. The minimum payment due was $56.00. © 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. • On July 18, 2015, you were billed $35.00 for past due fee. The minimum payment due was $98.00. Your account will be billed a past due fee if we do not receive your minimum payment on or before the payment due date. Your current due date is the 18th of each month. Your account will also be billed a past due fee if the entire required minimum payment is not received. When this happens, we add the outstanding amount of the minimum payment to your following month’s required minimum payment. If there’s anything you haven’t shared with us about your dispute claims, or if any information has changed, please send it to us and we’ll be happy to take another look. 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. When contacting me, please be sure to have the following six digit phone PIN number: [redacted]. I’m happy to help any way I can. Sincerely, [redacted] on behalf of Capital One

NEVER! USE CAPITAL ONE! The absolute worse bank next to [redacted] bank to deal with. Customer service that is no help. in fact never dealt with one that knew thier rear from a hole in the ground. And when u try to refinance because your absolutely fed up dealing with them they give u a 10 day payoff then take 20-30 days to process then hit u with late fees and daily interest to suck more money out of you. Its hard to be a blue collar worker which is the backbone of this country when everything is ran by crooked corporations that payoff senators to overlook the big issues like these.

I paid for the payment protection plan on my account ever since I got the capital one credit card I filed an unemployment benefit in the midst of them dropping the payment protection. They failed to honor the terms of the agreement and never processed the payments on my account. This is fraud if you say although you all no longer offer the payment protection anyone that was enrolled still entitled to those benefits as long as you all are notified within 1 year. My account should be paid in full for the misleading and lack of communication with the customer. No one ever followed up with me and I have called numerous times to get this resolved. You all supposedly dropped the payment protection in 2013 well you were notified of my unemployment claim but never followed thru with it

First off I would like to state this; it looks like I already have a review. However I did not submit one. One of my friends has admitted last night to submitting one for me.
I marked this review as "NEGATIVE" in hopes Capital one would see it.
Yes I have had a few negative experiences, but they have all always been resolved;
I guess my friend had stated I have had MULTIPLE bad experiences, please note, she is a a bit of an exaggerator, she told me what she posted.
Here is the real info for me;
1) yes I have had maybe 2-3 times when my payment didnt go through... HOWEVER in calling, maybe I overrreacted myself, however I always get the payment through, AND! Capital one has been okay with it.
And twice has wiped out my late fee.
2) I had ONE customer service rep tell me that I could not change my name- then one tell me that I have to do things that I am not comfortable with (sending a copy of my SSN card and drivers license through the mail), one state that I would receive a "Secured email link" to change it. At that point I had not (but that was my fault- I had not yet changed my email address).
3) Yes had "my" other review been read by any one- Yes I am Trans, Yes I have had maybe.... ONE person refuse to call me ma'am, or Miss Baker as per my request. Most correct themselves, yes I do get anxious sometimes... but that's the life of a gender dysphoric for you.
4) In resolving this matter- Capital One has been cooperative. Not only the late payments (Like I said- they wipe the late fee, THEY ARE WORKING WITH ME TO CHANGE MY NAME!
And If someone misgender's me, and makes me uncomfortable, I will take action, I will ask for another rep. It's that simple.
Let me make clear, there is no need for a bad review to be given unless every end has been tied up to try to resolve it.
THAT PREVIOUS REVIEW UNDER MY NAME WAS NOT ME!
My friend has even apologized for submission of it.

Review: This company will not return my secured credit card deposit.

After closing my secured credit card account, I never recieved my deposit back. When I contacted the company, they sent me a letter telling me to call a number that doesn't go anywhere, to a bank I've never heard of.Desired Settlement: I want my deposit back.

Business

Response:

My investigation confirms that secured funds deposit check was returned and cashed on December 30, 2011. This information has been provided to card member. Customer is satisfied with resolution.

Review: I need help in with this bill . I call the Capital one and told them about it and they just keep telling me the billing it right will how can it be. on 04/07/13 charge this on my card(1) [redacted] $17.49 on (2).04/07/13 [redacted] $88.00(3). 04/23/13 $49.84 (4).04/23/13 [redacted] $56.29.this all total up to $211.62 . I return on item #4. [redacted] .$56.29 this is a credit back to my account , I made 2 payment of $50.00 Capital One BankCredit CardCapital one*-[redacted] CHECKING [redacted] $25.00 04/16/2013 Paid Capital One BankCredit CardCapital one[redacted] CHECKING [redacted] $25.00 05/07/2013 Paid as you can see that I made my two payment so if you take away $50.00 and $56.29 my charge total should be only $105.33 they are charging me in total of my balance of $408.75 this is not what I own them I own them only $105.33Desired Settlement: I need them to credit me my two payment wish they did one but not the second one . and also Credit my back $56.29 make my payment to be 105.33 and show . have them make my billing right I charge only $211.62 not $408.75 I own them only $105.33 company that to this to us need to be fine and check in to and see what they are really done to us out here . and they just send me any other bill saying my next payment is in 05/28/2013 I already pay them for this month . I am going to send a copy bill

Business

Response:

We contacted our customer regarding the charges on her April 2013 statement that she believed were not hers. Upon reviewing the charges with our customer, she realized she had opened the account earlier than she thought and the charges are valid.

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: [email protected].

Review: I had a old account ending in #[redacted] that I paid off in July with a attorneys office. The account was paid in full with a money order. I requested a letter from capital one just stating that they received the funds, and that there was no balance. I have not been able to obtain this. They keep referring me to the attorney's office. The problem is that the attorney's office is not listed on my credit report, just capital one. I really need the letter, and the funds should not have to be cleared, because it was in the form of a money order. I would greatly appreciate being able to get some type of assistance in this matter. I am not asking for a release of judgement letter, only something stating the account was paid in full to [redacted]Desired Settlement: I would like this letter to be faxed to me at [redacted] or emailed to me at [redacted]

Business

Response:

Dear [redacted]

I’m reaching out to you about your complaint to the Revdex.com regarding a letter

verifying that your account is paid in full.

On August 7, 2014, you were contacted by a peer of mine, [redacted], regarding the letter

you requested. At that time, you advised that the matter was resolved with our Recoveries

Department and do not require any additional assistance.

If you have additional questions or concerns, please give me a call at [redacted] Monday

through Friday from 6:45 a.m. to 3:15 p.m. PT. I’m glad to help any way 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 have 2 credit cards with capital one. My husband underwent several surgeries in the past 2 years and his lack of unemployment has caused me to fall behind on my bills. I received an e-mail from capital one that said that I had to make a payment or the account would be terminated. I contacted capital one to set-up a payment arrangement for both cards. The representative told me the amount I had to pay and I told her that I could not afford it so we lowered the amount to $50 bi-weekly. She stated that this would not clear up the balance but I told her since she could only schedule the 1st 3 payments, that I would schedule the rest on my own so I can make sure I am in good standing. I honored my end and when I went to schedule my payments, I saw that one of my cards stated "restricted." I called capital one to inquire and they said since I did not fulfill the amount, the account was restricted. I explained that I did have an available credit and that I did keep the promise on my end to continue the payments. I asked if the restriction could be lifted and the person said no. I then asked to speak to a supervisor who told me that the account may or may not be lifted off of restriction and I just have to keep checking back. The level of service I received for a legitimate concern that I was trying to get assistance on was ridiculous as no one could tell me anything. Then, I was finally told that it was because I did not may the minimum that they wanted me to pay when I originally set up the payment arrangement. The first representative never told me that the account would be restricted or I would have tried to figure something else out. I was told that I could cancel the card and keep paying it and then apply for a new card. In addition, I was assessed a service fee for an account that capital one restricted which I cannot understand what service they are offering me except for not being understanding when people fall on hard times.Desired Settlement: I am requesting that my account be re-instated under the agreement that I will continue my $50 bi-weekly payments and the service fee be reversed.

Business

Response:

Our customer is concerned about the restriction being removed from her account, and an annual membership fee. Our research shows that the account was restricted in April 2014, since it was 120 days past due. The restriction was before the payment arrangements were made in August 2014, so the agent may not have mentioned the restriction. The account was eligible for unrestricting, and we submitted a request to remove the restriction. A related account was billed an annual membership fee, which was also credited. At the customer's request, we also changed the customer's last name from [redacted] to [redacted] during the resolution process.

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 wife and I receive more than 4-6 mailings per week at our home, and all of them have been returned to sender by the Post Office. I have written and asked repeatedly (on the envelopes of the returned mailings) to TAKE US OFF the mailing list, with no reply and no compliance. Trying to reach out to the company has been met with frustration. Runarounds with the proper phone number and contact information, and a lack of complaint form on their website to handle this internally have contributed to this complaint with the Revdex.com. Mailings that are unsolicited are unwelcome at our home, and they must stop immediately. Take us off your list. We want none of your products and never will. My wife has been the most recent recipient of these, and she shares my sentiments about Capital One. Her name is [redacted] We both receive unsolicited spam mail at our home from Capital One, and we want it to stop now.Complaint concerns: OtherDesired Settlement: We wouldn't use your products on the principle of this issue alone, let alone the fact that we don't want your credit cards or products ever again. You treated me poorly when I had an account, and that won't soon be forgotten. There are other companies out there who treat their customers much better, and they don't spam me or my wife repeatedly with unwanted, unsolicited mail.

Business

Response:

[redacted]I’m reaching out to you about the concern you sent to the Revdex.com (Revdex.com)regarding solicitations sent to you by mail.As of April 30, 2015, we have removed your name, and your wife’s name, [redacted],from our mail solicitation systems. As a reminder, if your name was previously selected for anyof our upcoming mail promotions prior to this request, it is possible for you to receive informationfrom us over the next several weeks.I’m sorry we were unable to remove your information from our systems when you returned mailto us. To remove you from our solicitation list, a letter must be written directly to us, or youwould need to call our Customer Service Department. I’m sorry for any inconvenience this mayhave caused you.If you have additional questions, please feel free to call me at [redacted], Monday throughFriday from 10:30 a.m. to 7 p.m. PT. I am glad to help any way I can.Sincerely,[redacted]

Consumer

Response:

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

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

Regards,

Review: Capital One 360 has blocked my account and would like them to cancel any accounts under my nameMy complaint concerns: a Banking Account (Savings)Desired Settlement: Cancellation of Accounts

Business

Response:

Dear Mr. [redacted]: We’re writing in response to the complaint that you filed with the Revdex.com (Revdex.com) about the status of your Capital One 360 accounts. We understand that our 360 Customer Satisfaction Team has reached out to you on this and confirmed that your 360 Savings accounts were restricted by our 360 Customer Security Team on January 7, 2015. We were waiting on verbal verification with you to remove the restrictions. That being said, we decided to make an exception and both your 360 Savings accounts were closed, per your request. The remaining balance ($1) was transferred to your linked external checking account on file ([redacted], N.A.) on August 10, 2015. If you’d like to discuss your ability to open accounts with Capital One 360 again in the future, please give our 360 Customer Security Team a call at 1-866-877-2995. Associates are available Monday to Friday from 8 AM to 10 PM ET and Saturday from 8 AM to 6 PM ET. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

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

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

Regards,

Review: I closed my account with Capital One on August 28th over the phone with a customer service representative. On August 30th, the balance was paid in full. However, after I called to close my account, they allowed my account to be charged by a company on September 10th. I called to dispute the charge and was told that my account was still open and slated to close on October 28th. They refused to acknowledge that my account was closed by me on August 28th and refused to take the charge away.Desired Settlement: I want the charge to be removed because I had closed the account on August 28th. There should have been no way for any charge to be applied to my closed account.

Business

Response:

We advised customer that the charge from Rent to Own reopened her account and caused a balance. We waived the balance of $100.25 and closed the account.

Review: PERMISSIBLE PURPOSE CREDIT INQUIRY On September 26, 2013 I received notification that a hard inquiry was conducted by Capital One Auto Finance on my [redacted] Credit Report. Under no circumstances have I authorized an inquiry on any credit bureau from Capital One Auto Finance. On September 25, 2013, I filled a form on [redacted] that stated only a soft inquiry would be conducted and this would not affect my credit report. I have at no time spoke with a representative of Capital One nor filled out any applications with Capital One authorizing a hard inquiry. [redacted]Desired Settlement: Removal of the un-authorized inquiry on my [redacted] Credit Report and/or any other credit reports.

Business

Response:

Revdex.com -[redacted] – [redacted]

October 23, 2013

[redacted],

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

Please understand that we received your request for an extension of credit from [redacted], and in connection with that request appropriately pulled your credit report. You provided consent for us to obtain consumer report information from your credit profile by submitting your loan request to [redacted].

We have confirmed that our credit reporting is accurate and decline your request to delete the inquiry from your credit bureau report. If you have any further questions pertaining to Capital One, please contact me directly at [redacted].

Sincerely,

On behalf of Capital One

Review: May 2013, I paid my Capital one bill online; I usually pay it over the phone but, that month my daughter graduated college, the same day it was her birthday and she got married that same week. Initially,when I paid my bill, the payment amount was supposed to be $15.00, but, somehow, the payment amount ended up being $300.00. I found out 3 days later when I called to check if the payment had gone through. I constantly monitor everything because I cant afford any type of fee's. Overdrafts, over limit or late fee's. As soon as I found out I immediately called Capital One to inform them; I only wanted them to receive $15.00 not $300.00. The [redacted] @Capital One instructed me to send a fax of proof that I received an overdraft fee and I would be credited once they had proof of the overdraft. I jumped up, the same day, and ran to the bank to get proof of the transaction. At that time, I was told, the overdraft was not official because, it had just happened so my bank gave me a sheet of the transaction and said they couldn't send the fax for me that day. I went back home and faxed the paper from my home and my bank called the paper,"DDA statement Inquiry", dated 5-24-13. Furthermore, I also faxed a letter explaining what had happened to Capital One's Payment Investigation Department. Meanwhile, no action was taken by Capital One and, my bank had an overdraft. I kept calling to see when it would clear up and after several calls I was told to send another fax to the Fraud department @Capital One. Still no action was taken. Afterwards, I called again and someone told me they never received the $300.00. So they didn't need to give anything back. Then someone else @Capital One told me they still needed the $15.00; so I said,"Alright, take the $15.00'. They appeared to take it, but I don't know if they did or didn't. It is now November, 6 months later and still not resolved. Capital One is requesting $700.00 my credit limit was only $300.00. Every time I call no one tells me why the amount jumped to $700.00 when I only owed them $300.00. My bank investigated the matter and closed it but I don't know if Capital One paid back the money to my bank or if my bank gave them any money. Every time I ask no one tells me what happened. Furthermore, before this incident I paid Capital One on time every month and was in good standing. I don't know what else to do to straighten out this matter. Capital One continues to send incorrect statements and when I call to ask why they continue to tell me to pay double the money I owe and I still don't know why. On top of that, this credit card, is going to charge off, according to the incorrect monthly statements' they continue to send. Please help me; this has been overwhelmingly exhausting.Desired Settlement: Want to resume my regular monthly payments. Want them to explain what caused my card to jump up to $700.00. I just want my credit to be straightened up.

Business

Response:

Dear [redacted],

I’m reaching out to you about your complaint to Revdex.com, about your disputed charge. Thank you for your patience while we resolved this. Our records show that a payment of $300.45 was made on May 23, 2013, online. Per your phone call on May 24, 2013, advising that this was an over payment, a refund of $285.45 was issued to your account. The credit of $285.45 appeared on your June 2013 statement. We were also advised by your banking institution that the payment was not honored. Therefore a debit of $300.45 was also added back to your June 2013

statement, interest of $8.04 was also added and a Past Due Fee of $3.00 making your balance $599.99 on the June 2013 statement. Each month thereafter, interest and past due fees were added to the account as follows: July 2013 interest added $7.07, Past Due Fee $35.00 making the balance $642.06, August 2013 interest added $7.82, Past Due Fee added of $35.00 making the new balance $684.88, September 2013 interest added $8.28, no Past Due Fee added making the balance $693.16. October 2013 interest added $8.11; no Past Due Fee added making the balance $701.27. I have enclosed copies of the above mentioned statements for your review. After a thorough review, we have determined that no error was found in the reporting of your account. For this reason, I am unable to honor your request to change the late reporting from your credit profile. I’m sorry if this isn’t the outcome you were hoping for. © 2013 Capital One. Capital One is a federally registered service mark. All rights reserved.

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

Sincerely,

[redacted] on behalf of Capital One

Enclosures

cc: Revdex.com

Review: Capital One has failed to refund me $175 from a company ([redacted]) that did not provide services. [redacted] agrees that I am owed the refund and claims that they did refund me, but the money was never credited to my account. I have spoken to Capital One on several occasions and they claim there is nothing they can do. However, Capital One and the owner of [redacted] were on a conference call and all parties agreed to refund the money. I have also filed a complaint with [redacted] and was not satisfied with their response.Desired Settlement: $175 credit to my Capital One credit card.

Business

Response:

Our customer is concerned about the rebilled merchant charge for $175.00 from [redacted]. Our research shows that we requested our customer to provide additional documents in order to proceed with the dispute. However, those documents were not received. We have issued a permanent credit to the account for the full amount of $[redacted] as goodwill.

Review: I have two credit card accounts with Capital One. The oldest and larger credit account (ending [redacted]) has not been report to my [redacted], since 2007! I have contacted CapitalOne numerous times, providing them with my current documentation ([redacted] report) showing that they aren't reporting. I continue to speak with incompetent and rude employees. The result is the same week after week, I receive a corresponded letter in the mail stating, we've verified that the information on your credit matches the information in our records. This is not the case because they are still not on my [redacted]. Because they are not reporting to [redacted], I am unable to dispute the matter with the bureau because on there end there's nothing to dispute. This is very frustrating.Desired Settlement: I would like my [redacted] report updated with the appropriate information, the time the account was opened; credit limit; always in good standings. There is apparent a miscommunication between the company and the bureau. I just my report to display the accurate information.

Business

Response:

Our customer is concerned about the information that is being reported to [redacted]. Only one of her two accounts with us was reflected on her [redacted] profile and our research confirmed that the second account with us was not being reported. We advised that the credit profile can take several days to update and that we would be communicating this information to [redacted]. We received confirmation from [redacted] that the second account was added and we informed our customer that this change may take 48 hours to become visible.

Review: Online bill pay accidentally sent payment to the wrong account, which has been closed. I contacted Capital One to have the payment transferred to the correct account. I spoke to one person who could not find anything out, then transferred me to who he said was his m[redacted]. The next person I talked to, [redacted] #[redacted], refused to help, said they could not confirm payment ever came, refused to let me email him a copy of my statement from the bank showing they received it and cashed it, and told me the only thing I could do was call back in 3-5 days. I asked to talk to his supervision and he refused to let me talk to anyone else, and then said he wasn't even a manager, so the first person who transferred me was not telling the truth as well. Still have no idea how this is going to be fixed.Desired Settlement: Want the 350.00 payment to be credited to the open account.

Business

Response:

Our customer is concerned about a payment for $350 dated December 12, 2013 that was applied to a closed account ending in 6241. She requested to have the payment transferred to the account ending in [redacted]. The customer was also concerned that she was not provided the opportunity to speak to a manager. Our research shows that she made the payment to the wrong account in error for $350, and the request was processed. After we researched this complaint, the payment for $350 was transferred to her account ending in [redacted] and we dated the payment for December 12, 2013. We advised there was no late fee on the account. We apologized for any incorrect information which may have been provided regarding her request to speak to a manager and gave her a courtesy credit for $50. We upgraded her account using the offer for [redacted] and she accepted the terms. The customer was satisfied with the resolution.

Review: I had a credit card with Capital One. I got behind in payments and the balance plus interest, went to collections and from there to a garnishment, judgement Jan 17 2005,. The agreement was to pay all the money owed (including future interest) in payments over two years. We did that.The amount was $11,024.70, we actually paid $11,524.70. Final payment was made in Mar 2007. In 2011 Capital One said we still owed money in the amount of $6481.88, which they adjusted $8708.82 and then finally $10,487.54, and wanted a further garnishment. The judge denied the request and said the original garnishment should have been released as it had been satisfied. Now, we have received another letter from another law firm, requesting $12631.60 owing to Capital One. I contacted Capital One Ombudsman and got a reply simply stating that the file was in collections, and have not responded to my further email. I have spoken to the law firm and they are "checking things out" with Capital One and still have no reply from Capital One. Please help, What can we do? I have pages and pages of documentation regarding this and proof of payment. What I don't have, and have requested, is proof of why I owe and how they get their numbers. Sincerely [redacted] email [redacted]Desired Settlement: call off the hounds close the garnishment file (R20) apologize refund the over payment of $500.00 plus interest repair credit damage pay punitive damages

Business

Response:

[redacted]

January 15, 2014

Re: Router Account Number [redacted]

PRIVATE AND CONFIDENTIAL

Dear [redacted],

Thank you for your recent inquiry regarding your account, and the opportunity to be of service to you. We have attempted to contact you by phone without success. As a result, we are issuing this letter in response to your complaint received in our office.

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. Thank you for the opportunity to address your concerns.

In your Revdex.com complaint, you stated that you disagreed with the balance of $12,631.60 owing to your account. Please note that the complaint is currently reviewed by our legal department and they will be contacting you.

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.

Mail: Office of the Capital One Ombudsman

E-mail: [redacted]

Fax: [redacted]

Regards,

Review: Capital one says I was late on a payment in oct 2012. I was not late, I had fraud with my checking acct and had to open a new acct. at that time my bank stopped all auto pay transactions. Capital one has removed late payments for other people that I know (brother) just from a phone call asking them to. They are telling me they don't have a way to do that. I have paid on time for my autos and credit cards for years, this is preventing my family from buying a house. The mortgage company says I need this off my credit to get loan approved. Capital one is not helping me, but helps others. I need some help.Desired Settlement: I need a letter from capital one saying they will remove the late payment from October 2012 from my 3 credit bureaus. I need this for my mortgage company.

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint to the Revdex.com about information we've reported to the Consumer Reporting Agencies, like Equifax, Experian, etc.

As we discussed during our conversation on January 14, 2014, since there were some possible issues with your checking account and the bank you hold that account with, I sent an update to the Consumer Reporting Agencies to remove the past due for October 2012. It can take up to 90 days for the agencies to show this updated information.

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

Sincerely,

Office of the CEO

Capital One