Capital One Financial Corporation

Review: I have had the [redacted] charge card for several years and at least a couple times a year I do not receive a monthly bill in my e-mail (generally with subject line "Your [redacted] Charge Statement and Annual Privacy Notice Is Available Online"). I have complained to [redacted] charge several times about this issue and they seem to believe it is a problem with me or my email provider (which I do not believe). This has led to late fees and interest fees levied against my card as I did not know my bill was due.

The [redacted] charge representative seemed too confident in asserting the issue I'm having in not receiving billing statements via email is my problem. I asserted to the representative I pay my bills each month and never had had problems with other card's bill notification system as I have had with [redacted]. The customer service representative's tone and comments were not friendly at all.

I requested credit for both interest charges and late fees levied against my account. The customer service representative would only credit me late fee charges back to the card and refused to credit interest charges. In addition, I requested the [redacted] charge card representative to change my monthly billing notifications from e-mail to US mail to avoid any future problems with [redacted] charge notification system.Desired Settlement: I would like [redacted] to issue an apology and acknowledge they have an issue with their monthly billing notifications and will investigate. I am not the only person to have similar problems [redacted]).

I also request a full refund of interest charges levied on my card ($1.28). I have already paid this interest charge as I paid my card in full over the phone using EFT from my checking account as part of this incident.

Business

Response:

Dear Mr. [redacted],Your complaint filed with the Revdex.com (Revdex.com) was forwarded to my attention in the Executive Office of [redacted] for resolution. While [redacted] has an established partnership with Capital One N.A., we provide the in-house servicing for your [redacted] Charge account. As it is my intent to provide our valued customers with quality service, I appreciate the opportunity to review and resolve your concerns.In your complaint, you state you did not receive your April 2015 electronic statement notification, resulting in you missing your April 2015 due date. You state this is an error caused by Kohl’s, and request that the interest charge on your account be refunded.As a courtesy to you, we have credited $1.28 in interest charges as requested. This credit will appear on your May 2015 billing statement.I researched your concerns and found that your electronic statement notifications are being issued to the email address [redacted] I also confirmed we have not experienced any issues with our electronic statement notification system that would result in you not receiving your notifications, and we have not received an undeliverable message when sending statements to your email address.To ensure timely delivery of your [redacted] notifications, please make sure you add [redacted] to your contacts. Some email providers may flag our emails as spam or junk mail. Additionally, please keep in mind that your statement is not sent via email, but rather posted to your My [redacted] Charge account online. The email is only a notice that your statement is available for viewing. We have no record of your request to be removed from paperless statements.Mr. [redacted], we look forward to serving your needs in the future. If you have any further questions, please do not hesitate to contact me directly at [redacted]My Regards,

Consumer

Response:

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 refuses to reimburse me for a Microsoft Office that I did not receive or use after filing a dispute.My complaint concerns: a Credit CardDesired Settlement: To be reimbursed for $69.99 for a the product I have not received or use.

Business

Response:

Dear [redacted],This is a follow-up to your request to the Revdex.com (Revdex.com) about a disputed [redacted] charge. Thank you for your patience while we resolved this. We apologize for any inconvenience this may have caused you. Please allow me the opportunity to address your concerns.We’ve exchanged several letters with you about a transaction for $69.99 that was billed to your account by [redacted] on August 5, 2015. In case it’s helpful, I’ve enclosed copies of those letters.After a review, we made a business decision to credit your account $69.99 for the disputed charge. You’ll see this credit on your November 2015 statement.I understand that you have requested no further contact from Capital One. We will cease contact on this account per your request. We will not be able to contact you to inform you of any special offers available to the account. When required by law, Capital One must still send statements and contact you about any legal action that may result from the unpaid debt. Capital One is willing to work with you to resolve your debt, and you may choose to contact us at any time regarding this account.If you have additional questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 8 a.m. to 4:30 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:

[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 would like to know why this credit card company will NOT lower our APR especially since we have been paying above and beyond and early as well. It gets frustrating when you are trying to pay a bill down and try and develop a relationship. There have also been a few times when a bill was paid over the phone and the Rep took down or transposed the acct #, therefore causing the acct to be late. No one never called and apologized for the mistake but still tried to charge us a late fee and was calling us like we were purposely delinquent. After the first time it happened I asked them to make sure and call if there is a problem with the acct.,but I had to call and find out what happened on my own. This happened more than a couple of times. We would like to get our APR lowered to help us pay down the balance even more but they wont work with us. They said to get credit counseling with an outside party. What happened to valued customers, I understand there are fraudulent individuals but I feel us that arent pay the price. A very disappointed customer.Desired Settlement: DesiredSettlementID: Other (requires explanation)

We would like our acct's APR lowered

Business

Response:

[redacted] Annual percentage rate(APR) has been lowered from 22.90 % to [redacted] % effective immediately. He thanked me for calling.

Review: I have payed capitol one bank no less than $200 per month since I believe 03/13 and it seems that my balance has stayed the same since I have been payining this amount. I cant find the information I need because the website does not seem to give me the balance from 03/13. I know that I have made some purchases but I have also returned most of the new purchases for maximum credit returned to this card. Everytime I have received my balance it does not change and to my recollection and I could be wrong but I belive I have paid at least $1000 in total payments since. the last purchase was a $269+ product from jegs racing. I sent that part back and bought a part for 29+. I called to find out what is going on and was told I had to write capital one for this information I think this is not right because I need to know in real tome whats going on with this account.Desired Settlement: What is going on with my account balance and why do I have to correspond by mail instead of email or by phone to a representative that actually know what is going on. I believe your balance of my charges are at an error. I belive you information to be incorrect.

Business

Response:

We educated the customer on policy of fees and finance charges.

Review: I received a letter dated September 13, 2013 that stated "after one or more payments we restricted your account and asked that you send a valid payment so I could use my card again....etc., etc. I called Capital One on September 21, 2013 to find out what this was about because I reviewed my payment history to see if anything had been returned and it had not. The representative I spoke to also confirmed my payment history and said all payments had been made on time and that she could see no letter being sent to me at all. She suggested I contact the Revdex.com to report this letter being sent to me in error and the false statements that were made in it.Desired Settlement: I am very uncomfortable that this letter was sent and I am hoping it wasn't some attempt from someone to gain access to my account. I would like to be reassured that my accounts are safe from someone else having access to my information.

Business

Response:

We determined the letter related to the April 2011 returned payment on the account and that credits were applied on August 29, 2013. We advised our customer of our findings and that the credits are reflected on the September 2013 billing statement.

Review: I have been a Capital One customer for almost 5 years now. I have two checking accounts, 2 credit cards, and an auto loan through capital one.

I was charged overdraft fees 4 ( $35 x 4=$140 ) times in one day on 08-23-2013, even after I transferred money instantly from my other account before the business day even ended. According to my bank statement, the account balance did NOT fall below $0.

I had also transferred money immediately into the account from a different Capital One bank when I saw the "Pending" transactions. I do not understand y capital one would let the three charges go through just so they can collect over daft fees after the first transaction had already been declined.

This is completely on ethical, my entire family uses Capital One for their banking, and this is the last thing I expected from them.

This is the same type of overdraft fees that ended up in class action lawsuit involving banks like [redacted] and [redacted]. I would hate to see Capital One go through the same thing because I do enjoy the customer service muchDesired Settlement: All I want is that I be credited that $140 dollars that was charged in fees.

Business

Response:

October 18, 2013

Re: Revdex.com Case ID: [redacted]

Dear [redacted],

We are writing in response to the complaint that you filed with the Revdex.com regarding your personal checking account ending in [redacted]. We understand that you are upset that certain pre-authorized transactions posted to your account and as a result overdraft fees were assessed. You now request that we refund four overdraft fees to your account. We value your feedback and hope to address your concerns.

We reviewed your account, and our records show that you have opted into overdraft service for automatic bill payments, checks and other transactions made using your checking account number. If you would like to change the overdraft service on your account to Consider None, you may visit your local branch, make the change via our online banking service or via by calling our Customer Service Center.

Research confirmed that on August 23, 2013, four automatic debits to [redacted] were paid from your account against insufficient funds. As a result four overdraft fees were assessed to your account. The fees were assessed in accordance with our Rules Governing Deposit Accounts.

We regret any confusion or frustration this matter has caused you, but, in light of the above, we respectfully decline your request to have the fees refunded.

Thank you for choosing Capital One Bank to meet your financial needs. We value your relationship and look forward to be of continued service. If you have any additional questions or concerns, please feel free to contact me at [redacted] Ext.[redacted]. I am happy to help any way that I can.

Sincerely,

Capital One Bank

Review: Due to difficult circumstances I was unable to fill my original agreement with Capital One. In speaking wth the company they offered a new settlemnt in which I agreed upon and a new agreeent was reached. The amount, terms and conditions were relayed both verbally and written. I abided by my portion of the terms in reguards to fulfilling the agreement however, they did not abide by their end of the agreement. The agreement reads as follows: " This (meaning the letter received) will confirm your agreement to pay, which will be considered as a full settlement on the above referenced account. As part of this agreement your account will be closed. Once all funds ( cashiers check was applied to account 9/18) clear bank and proceeds are applied to account it will be considered settled in full. The agreement terms were the account was to be fully settled within 10 days. from date of agreement which placed us at 10/2. To this date 3 weeks later I called customer service and they advised that the account still has a balance. I advised of new agreement made and accepted. At this time after account was reviewed and they were able to see I accepted settlement I was told the account balance and release of titles could take up to 60 days which differs from the new agreement.Desired Settlement: Release of my [redacted] titles

Business

Response:

Hi,

We have responded to the cardmember by mail on October 24, 2013. The matter has been resolved in the cardmembers favor.

Thank you,

[redacted].

Review: I called the company on 10/30/13 A.M and asked for current offers. I was told there was a 0 percent interest and 0 percent transfer fee to borrow up to 20,000. I said that sounded too good to be true and asked her to repeat it three times. I repeated it back 3 times. Just so there would be no misunderstanding. She asked me if she could send the check and I asked her how long the offer was good for and she told me Dec. 31.I made a purchase of a private party for the purchase of the car where they wanted cash. When I called to get the check the same evening they told me there was so such offer. The gal I spoke to EID# was [redacted]. I asked to speak to a [redacted] and she told me there was nothing they could do. Her EID# is[redacted] her name was [redacted]. She told me fax a statement over to consumer affaires and ask for them to supena phone records. That it may or may not help. There were many parties involved in making the transaction to purchase this car. All the way from [redacted] to [redacted]. I may stand to loose the purchase of the car. Had I known this I could have gotten the car through a car dealer in [redacted]. and now have lost that opportunity. Finding another car after searching for 1 month and a half will not be an easy task. I will be paying at least 2-3 1000 dollars more now. I do not know what else I have could have done more right than to ask 3 times and this should be recorded.Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Capital One to honor the so said agreement of 0 % interest on the money I would like to borrow for 1 year. With 0% transfer fee. Like on the phone recording says. I asked So your telling me if I pay this off within one year it will cost me nothing correct? The answer was yes. 3 Times.

Business

Response:

The customer called into Capital One to look at options to take a loan out against her credit card to buy a car. The agent advised her three

times that there was an offer to pay no interest on her loan for one year. When the customer called back to provide the amount required,

another agent said that they do not have an offer for a loan with 0% APR for one year.

• The decision was made to send a check to the customer for the requested amount. The customer will not incur any fees or

charges.

• We spoke to the customer on 11/20/2013, and told her the check is being processed and provided the terms and the time frames.

• The customer was very satisfied with our response.

Review: I just checked my credit report again & again was dishearten. we are trying to buy a home & when they checked my credit they denied me because of this inaccurate account with Capital One. I paind this account already after I was promised removal in return for payment. Later I called Capital One & inquired why this account was still on my report & I was told "[redacted], we cannot remove the account because that would be illegal". I explained to the I was promised that in return for payment & was told "either they lied or you are lying".This account is actually preventing us from buying a new home that we can afford & thus preventing us from putting food on the table or a roof over my families head. This account is completely inaccurate & those inaccuracies should not be showing on my credit report. I disputed this account on my credit report with [redacted], [redacted] & [redacted] approximately 45 & 90 days ago as well and yet they still remain. This inaccurate negative reporting has resulted in repeated denials of credit, loss of oppurtunity to receive credit, economic loss, damage to my reputation, loss of self esteem, invasion of privacy, interference with family life & emotional distress.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Capital One [redacted]- second request- this account is showing late & was a billing error. The account was never paid late & your bureau is allowing false information to remain on my credit report. REMOVE LATE PAYMENT IMMEDIATELY.

Business

Response:

Dear [redacted],

We were recently notified by the Revdex.com of

your concerns about information we’ve reported to the customer reporting

agencies. We value your feedback, and we’re glad to share more information

about this.

We understand you would like us to modify the information we

reported about your account. Our records show that your account was reported

past due for the May 2012 and June 2012 billing periods as the required minimum

payments had not been received. We’ve confirmed that we’re reporting accurate

information, and our records do not reflect assurances were provided that

negative information reported would be removed in return for payment on your

account.

A review of your account shows that we received correspondence

from you, dated October 11, 2013, and a response was issued on October 17,

2013. In case it’s helpful, I’ve enclosed copies of these items for your

records. Based upon the difficulties that you have expressed, we have made a

business decision to update the payment history for May 2012 and June 2012. As a

result of that action we are also notifying the consumer reporting agencies

update your credit profile accordingly. Please allow 60-90 days for consumer reporting

agencies to update their files.

If you have additional questions, feel free to call me Monday

through Friday at [redacted], 8 am to 4:15pm ET. I’m glad to help any way I can.

Sincerely,

Review: We submitted $200.00 to acquire a secured credit card through Capitol One on the advice of our attorney. Our account was closed due to an unfortunate bankruptcy in October of 2012. The bankruptcy was discharged in October of 2013 and yet Capitol One has not refunded our $200.00 security deposit. We have made phone call after phone call and spoken to numerous account reps and Senior Account Reps. At one point we were promised the refund within 5 business days. That did not happen and we are still waiting for our money a year and a half after our account was closed.Desired Settlement: DesiredSettlementID: Refund

We would like our security deposit of $200 refunded immediately.

Business

Response:

Our customer is concerned about not receiving his security deposit back on the secured card he closed in October 2013. Spoke with the customer; he advised that he has already received the refund and that this issue has been already been resolved.

Review: I applied for a credit card with capital one and got approved for 2 of them. After reading negative reviews about capital one and its SOOO MANYY SCAMS AND REPORTS I decided to NOT EVEN ACTIVATE the cards and to CANCEL THEM. I called and the rep told me that I had to send in my PERSONAl info to some office to close THIS IS NOT PROPER PROCEDURE I can cancel a card at ANY TIME and the remaining balance (if there is one, in this case not even activated) will be charged to me to be paid in full before closing. THIS IS RIDICULOUS she threatened and said they would affect my credit negatively. I HAVEN'T EVEN ACTIVATED THE CARD!!!!!!!Complaint concerns: a Credit CardDesired Settlement: CANCEL MY CARDS STOP THREATENING ME!!!!!!

Business

Response:

Dear [redacted],I’m reaching out to you about your concerns forwarded to the Revdex.com, regarding your request to close both of your accounts, the remaining balance, and information we reported to the [redacted] ([redacted]). We value your feedback and I’d like to share more information.We closed the accounts as you requested on December 4, 2014. The balance on both accounts is zero. When we restrict an account, we try to reach the customer for verification. If we can’t reach the customer, we decline all transactions and restrict the account until we know everything is OK. This means that each time you call in during the restriction period, your calls are forwarded to our Fraud Department.On September 11, 2014, you called us to activate your credit cards, and in order for our fraud agent to proceed with your request to close the account, verification documentation was requested from you. I confirmed that the information requested from you was correct. If you would like any additional information regarding the account, we would first need to receive the verification documentation we requested.We accurately reported one credit inquiry to the [redacted], like [redacted], [redacted], based on your submission for both credit card applications on August 7, 2014. This is why we are unable to remove this credit inquiry from your credit profile.If you have questions or concerns, please give me a call at[redacted] Monday through Friday from 8:30 a.m. to 5 p.m. I’m glad to help in any way I can.Sincerely, [redacted]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I applied for and was approved for the capitol one quick silver credit card. After 2 weeks of not receiving the card I contacted capitol one. We verified my address (at least I thought we did). I had them cancel that card and issue a new one. After 2 weeks of not receiving the card I contacted them again. We went through my address again. The representative, [redacted], said it must be a postal issue as they were sending the card to the correct address. I agreed to wait. I still didn't receive the card so I contacted them again. The rep ([redacted]) stated that they would overnight express it to me. He said they indeed had my correct address. I did not receive it so I looked up the tracking number\. They had the zip code incorrect. I called them. The rep accused me of changing my address and said I must have moved. The supervisor then stated that they sent it to the correct address. I had him look up the tracking number so he could see for himself they were wrong. I asked to speak to somebody higher and was told I could not. I have had problems with capitol one before and have been contacted by [redacted] in their corporate office.Desired Settlement: I want somebody from Capitol One's corporate office to call me. I have had a couple of credit cards now sent to incorrect addresses. The way I was treated was completely inappropriate. I would like my fees refunded.

Business

Response:

Dear [redacted]Your complaint to the Revdex.com was forwarded to the attention of the ExecutiveOffice for response concerning you not receiving a card for this account. Please allow me toaddress your concerns.I am taking this opportunity to apologize for your experience in getting a card sent to you for thisnew account. I want to assure you that we are committed to providing superior quality service toall of our customers. I regret this was not the case with your concern.As an established leader in the credit card industry, we take our commitment to servicing yourcredit needs seriously and make every effort to honor that commitment. Please know that yourfeedback was instrumental in helping us to identify an opportunity to strengthen our position ondelivery of service and that feedback has been provided appropriately.We show that we have since corrected your address of record to the address above, and haveissued a new card. If you have not yet received this card, please contact me at your earliestconvenience and I will be happy to assist you.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. to4 p.m. ET.Sincerely,[redacted]

Review: I recently opened an online savings account with Capital One 360. I transferred $100,000 from my [redacted] account initially, on 2/12/15, and an additional $90,000 shortly thereafter. Today I decided to close the account, because I found a better rate elsewhere. But the Capital One representative I spoke to said that I would not have access to my own money until 10 business days from the date of my initial transfer, i.e. I cannot get my own money, which they received on 2/12, until 2/27! When I asked why, he said it was because of the time required to verify an ACH (automated clearing house) transfer. This is nonsense. [redacted], which runs a similar online savings account, makes funds available under similar circumstances within 2-3 days at most, usually the next day. They are obviously profiting by tying up the funds of their depositors for these long waiting periods and it should not be allowed.Desired Settlement: I want a response from Capital One, and I also would like this practice reported to the appropriate banking regulatory authorities.

Business

Response:

Dear Mr. [redacted]: We are writing in response to the complaints that were forwarded to us from the Consumer Finance Protection Bureau (CFPB) and the Revdex.com (Revdex.com) about your Capital One 360 account ending in [redacted]. We understand you don’t agree with our Funds Availability Policy when a new account is opened. As explained in our email to you on March 2, 2015, we reviewed your account and confirmed that on February 11, 2015, you requested to open a 360 Savings account. We confirmed that during your web session on the “Before You Start” section on the “Open 360 Savings” page, it was advised that the initial deposit would be on hold for 10 business days. Additionally, the web session from February 14, 2015 confirms that a request was submitted to transfer $90,000 from your [redacted] bank account ending in 5300 into your Capital One 360 Savings account ending in 8567. We confirmed that the “Transfer Money Confirmation” page advises the length of time funds are held when a transfer is requested. The funds for your transfer were held until February 27, 2015. We take security very seriously, especially when we don’t get to meet our customers face-to- face as with the 360 direct bank accounts. In order to ensure that information provided to us during the application process can be verified, we advise that the initial deposit be placed on a 10 business day hold whenever opening a Capital One 360 Savings account. After that timeframe, additional deposits are on hold for 5 business days. These holds are also partly because a linked external checking account has 5 business days to verify that funds are available. Please know that the hold times for Capital One 360 Savings account are outlined in the Terms and Conditions for the account. To view the Terms and Conditions, please visit https://home.capitalone360.com/terms_360savings. We hope this letter explains the situation, but if you have additional questions or concerns, please reach out to us at 888-464-0727 or at [email protected]. Associates are available Sunday through Saturday from 8am until 8pm EST. 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.

Their letter offers no legitimate explanation for their routine policy of holding the deposits of new customers hostage for 10 business days (and 5 business days for established customers). These are inordinate delays, and impossible to justify as all the necessary verifications happen electronically within seconds, and certainly within a day or two. Just for comparison, [redacted], which offers very similar on-line banking, makes deposits available within 2-3 days maximum, and usually within 1 day according to their representative. Capital One claims that one of the reasons for their delay is that they "take security very seriously". But during the more than two calendar weeks that elapsed from when they received my deposit until they actually allowed me to withdraw it again, they requested no additional information from me to verify my identity, and their claim, therefore, that these two weeks were needed for security purposes is ludicrous. Compare this with credit card companies which issue cards (i.e. essentially lend money) to new customers instantly based on an online application, and you can see that it is absurd that Capital One is claiming that there would have been some security risk involved in giving me my own money back!

Regards,

Review: I called [redacted] to let Capital One know that it has been well over ten days and I have not received the credit card I was supposed to get. I was going to ask them if they have mailed it yet. I was transferred to some section that dealt with fraud. in order to verity my identity I was asked and I told them, my birthday, my phone number and my social security number. I then asked if the card was already mailed. they said they cannot tell me that information unless they can be sure by asking me more questions. I then told them to cancel my account and the person I was talking to said that's not possible. person's name is [redacted] and his number/identifier is [redacted] all this happened on Saturday 21 February 2015, about 2:15 pm. the conversation lasted a little over 14 minutes. the reason I wanted to cancel was I had experience the same thing happened while I was still in the Navy. one of the sailors applied for a credit card. a card was send and the PIN separately. another sailor got them and started using them. and the bills started coming in. it took a while, but the second sailor eventually got busted.Complaint concerns: a Credit CardDesired Settlement: tell them to cancel my card. I do not know why I have to keep giving any more private information.

Business

Response:

Dear [redacted], I’m reaching out to you about your concerns forwarded to the Revdex.com, regarding our verification process. Thank you for taking the time to speak with me. We value your feedback and I’d like to share more information. We appreciate your service to this country. We take your concerns seriously and would like to help you with this. Please know that the actions taken on your account are in effort to protect your identity. In your complaint, you let us know that when you contacted us, your call was transferred to our Fraud Department. When we restrict an account, we try to reach the customer for verification. If we can’t reach the customer, we restrict the account until we know everything is okay. This means that each time you call in during the restriction period, your calls are forwarded to our Fraud Department. You also let us know that when you called us it was to obtain the status of the new credit card as it had been 10 days and you had not yet received it. You also mentioned that you had provided us with your personal identification information. Allow me to explain further. On January 28, 2015, February 3, 2015, and February 12, 2015, our Fraud Department attempted to contact you at [redacted], there was no answer. A letter was each time requesting you to call us back for verification. For your review, I have enclosed the letters from our Fraud Department dated January 28, 2015, through February 12, 2015. On February 21, 2015, our records show that you contacted us to inform us that you did not receive credit card, as mentioned above. Our records further show that when our Fraud Department attempted to verify your identity, you did not pass our verification questions and requested to have the account closed. On March 11, 2015, we closed the account, as requested. Our Fraud Department confirmed the restriction on the account will remain until you are able to provide the acceptable verification documentation. If you would like the account to be reopened please send the following documents within 10 days of receipt of this letter: ? Front and back copy of your driver's license or state-issued ID (they may substitute a passport or military or government ID) ? Copy of your Social Security card ? Copy of a utility bill issued within the past 60 days that includes your current address as well as the utility company's name and phone number (A W2 from the current or previous year may be substituted or a copy of a bank statement or telephone bill (not cell phone) from the last 30 days Documents can be sent by fax number to [redacted], or by mail, to: [redacted]

Please remember if you are sending is to us by fax or mail, to: ? Include a copy of the entire utility bill. ? Do not delete account number information on any documents. ? On each item being faxed, please write your account number and the best contact number where you can be reached during the day and evening With regard to your military status as mentioned in your complaint, our Servicemembers Civil Relief Act (SCRA) team has confirmed that your information was not found for active duty status, in the [redacted] (DMDC). However, if you have documentation relating to your military duty, please send us one or more of the following documents and we will consider your request for benefits: ? Military orders that include an active duty start date and military branch ? A letter on military letterhead from an executive or commanding officer that includes an active duty start date and military branch ? Any other relevant military documentation If you have questions or concerns, please give me a call at [redacted] Monday through Friday from 8:30 a.m. to 5 p.m. I’m glad to help in any way I can. Sincerely,

[redacted], on behalf of Capital One

Review: Last year, we received unsolicited calls from Capitol One Credit card services for a closed credit card that we were trying to pay off and make monthly payments. They continued to offer a "settlement" in which they would take less than the amount owed as payment in full. We finally agreed to pay $4000.00 in a lump sum to settle the $5800 remaining debt. I was dubious as they never sent anything in writing, but my husband went ahead and paid it. They closed said we had paid off the debt after they received the payment. Then in January of this year, they sent us a 1099-C for the balance they wrote off and we have to claim it as "income" and reported it on our credit as a "discharged debt" negatively affecting our credit and now affecting our ability to refinance and we may not qualify for a temporary loan for a grant of $56,000.00 from the Carl Moyer foundation my husband received to replace the diesel engines in his fishing boat. He is a commercial sea urchin diver. AT NO TIME DID THE CAPITOL ONE REPRESENTATIVES TELL US THAT THIS WAS WHAT WOULD HAPPEN. Not only did they get a lump payment of $4k from us, but screwed us with the credit report and debt discharge that they receive credit for. We would not have done this had they put anything in writing that informed us of this ( like I asked to do). How many other people did they use this tactic on? This was definately a planned action on their part and was done by keeping us in the dark about the legal ramifications. It's ridiculous that it is now counted as income against us as every dime we borrowed from them on the credit card was repaid as well as significant interest. Does not seem right!! Imagine if they did this to a million people! They should not be able to do this without written informed consent and signing that we know this is what we are entering into.Desired Settlement: Removal of negative credit report and new policy for company requiring them to send complete disclosure on what a settlement means that needs to be signed by consumer.

Business

Response:

[redacted]I am responding to a complaint filed with the Revdex.com (Revdex.com) about your CapitalOne account. Thank you for providing your feedback about our settlement process. We do striveto provide excellent customer service on all of our calls and will use this feedback to makeservicing better in the future.Due to delinquency the account charged off on July 14, 2012, with a balance of $3,987.80 andthe account was settled with the last payment received on July 30, 2014, in the amount of$661.13.On August 2, 2012, the account was placed with [redacted]. Payments were made twice amonth for $75.00 from August 28, 2012, until May 14, 2013. A repayment plan was set up onJuly 24, 2013, for $146.89 for 18 months beginning on July 26, 2013, until July 8, 2014. Ourrecords show a call was placed to the agency on July 24, 2014, requesting settlement of thebalance. At the time of the call, the disclosure regarding the issuance of the 1099-C was read. Itwas also read again on July 24, 2015. A settlement was offered for the amount of $661.13,which was accepted. Please note, that if we cancel or forgive $600.00 or more on a debt youowe, we are obligated by Federal Law to inform the Internal Revenue Service (IRS). As such, a1099-C was not issued. I’ve confirmed that the account is being reported as settled after chargeoff. Because this account is reporting correctly, we are unable to modify this information.I appreciate the opportunity to address your concerns. If you have any additional questions orconcerns, please give me a call at [redacted], Monday through Friday from 9 a.m. to 5:30p.m. ET. I’m glad to help any way I can.

Consumer

Response:

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

I would like to have verified that I called on July 24, 2014 requesting a settlement (you say your records show that. Who called? Me? [redacted] Source?). In fact, it was [redacted] Source who continued to call me and offer settlements without ever explaining the tax implication! I finally agreed when the amount seemed okay. Why would I agree to a settlement that left a balance of $661.13, that is~ $62.00 over the $600.00 debt forgiveness for tax purposes - that doesn't make sense! I don't believe you are aware of how [redacted] Source, whom you placed my account with, dealt with me.

Review: Recently I have made a change to my mailing address for my Capital One Credit Card Accounts due to personal reasons I would rather not discuss at this time. I have called numerous times trying to have my account unlocked after entering the incorrect password many times to log into my online account to check my statements for both credit cards that are issued to me from Capital One. Each of the customer service representative I have spoken to had informed me that due to potential fraudulent activity on my account, I would have to send the Fraud Department at Capital One a copy of my Florida Driver License, a copy of my Social Security Card, and also a bank statement and a utility bill to verify my identity. I have changed my address from [redacted] about three weeks ago due to a dispute with the other person that I was living with and now we have come to terms and worked out the problems.My complaint concerns: a Credit CardDesired Settlement: My current address that i'm at is at [redacted] and I feel that I have provided enough information to verify my identity to have my account unlocked where I am able to make both of the payments on time where they are not late and where I will not incur any late charges. This situation needs to be resolved in a quick timely manner since I have a payment coming up in the next 7 to 10 days. If this matter is not resolved in a timely manner, I will have no choice where I will have to contact my Attorney and take legal action where a possible lawsuit may be coming your way. Please have this matter resolved ASAP!

Business

Response:

Dear [redacted], This letter is in follow-up to your Revdex.com request regarding the fraud restriction placed on your account. Thank you for your patience while I reviewed this. I’m sorry for any frustration or inconvenience this may have caused. On May 18, 2015, a restriction was placed on your account for security reasons. When you provided the documentation we requested for verification and security reasons, the address listed on your documents did not match the address we have on file. For this reason, additional verification documentation was requested from you. On June 23, 2015, our Fraud Department was able to verify your information and the restriction has been removed. At this time your account is ready for use. Currently the address on your account is [redacted] address. If you would like to update your address, please log in to your account at Capitalone.com and access the Personal Information tab. Once you do this, you can update the address online. If it is more convenient, you can also update your address with one of our customer service representatives by calling [redacted]. If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Review: I had not received any statement for my capital one credit card ending in 9551 for August and September of 2015. They were sent to wrong email address and regular mail statement were not sent to me either. I was alerted by the credit bureau and I called capital one. They removed the late fees and the representative told me that they would remove the late payments from the credit bureaus as well since the statements were not sent to the correct e mail address.I followed up on that several times and I was told the same thing that the late payment history would be removed. I just checked my credit report and the late payment of 30 days for Sept 2015 has still not been removed. Kindly help me in resolving this issue with capital one since it is badly affecting my credit worthiness. ThanksMy complaint concerns: a Credit CardDesired Settlement: Removal of 30 days late status for September 2015 from my credit report.

Business

Response:

Dear [redacted], I’m reaching out to you about your

request to Revdex.com (Revdex.com) regarding the information we’ve

reported about your account to the Consumer Reporting Agencies (CRAs), like

Equifax and Experian. We confirmed your account was enrolled in online banking

on September 9, 2013, with the email address of [redacted] On June

11, 2015, you requested to have online statements only, selecting to no longer

receive statements in the mail. We attempted to send multiple alerts to the

email address on file but they were returned. Payments weren’t received for the

July 12, 2015, and August 12, 2015, due dates resulting in a 30 day past due

payment history for September 2015 reporting to the CRAs. On September 20,

2015, you contacted us by phone and made a payment for $265.67. At that time,

the agent credited back the past due fees of $25.00 and $35.00 that had been

billed and your email address was updated to [redacted] We were

unable to confirm you were advised the past due payment history would be

removed. The agent you spoke with submitted a request to our Credit Bureau

Department to remove the 30 day past due payment history. We responded to you

via letter on September 24, 2015, advising we were unable to honor your

request. The response letter is enclosed for your review. On December 2, 2015,

you called advising you disagreed with the response and another request was

submitted for review. When the request was submitted, the agent put the

incorrect year for the information you were disputing. We apologize for any

inconvenience this may have caused. On December 30, 2015, you called us again

requesting the past due payment history removed. The agent submitted your request

for additional review. We responded to you via letter on January 1, 2016, again

declining your request. The response letter is enclosed for your review. We

made the decision to remove the past due payment history from your credit file

as requested. A request has been submitted to the CRAs to remove the 30 day

past due paymenthistory for September 2015. The confirmation number for this

request is [redacted]. Please note, it may take up to 60 days for the agencies to

update their records. Upon review of your account, I verified you again signed

up for online statements only. The email alerts we have since attempted to send

you at [redacted] have been returned. Please log into your account on

our website at [redacted] to update your email address if it is not

correct. You can also call the number on the back of your card to update it

over the phone. If you have any questions or concerns, please give me a call at

[redacted], Monday through Friday from 6:45 a.m. to 3:15 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,

Review: Given the recent history of credit and banking institutions, it would only make sense that transparency of billing processes be enhanced to their optimal level.

Currently, Capital one runs charges to the credit card in a sequential order without provide a running balance. I have two additional cards with other organizations and they provide a real time running balance so that the consumer is best informed of the pending charges and make more responsible financial decisions.

I generally pay my entire balanced within 5 to 30 business days each month, but it is extremely difficult to reconcile my account when there is no balance from one transaction to the next. Given that the standard for other financial institutions is to provide this running balance, I can only assume that Capital One is intentionally omitting this practice in an effort to confuse and push for clients to incur additional debts.

I think it would be of most benefit to all parties involved for Capital One to follow better business practices. This is a simple fix and one that falls with general industry standards.

Please advise.

Regards,

[redacted]My complaint concerns: a Credit CardDesired Settlement: Change the all billing systems to reflect on going available balances so that clients can better reconcile billing.

Business

Response:

Dear [redacted]I am following up with you regarding the concerns you filed with the Revdex.com(Revdex.com) regarding our billing process. Thank you for speaking with me on April 12, 2016. I’m sorryfor any frustration this may have caused.I understand that you would like the balance to reflect all recent and posted transactions on youraccount. Recent transactions are transactions that a merchant is closing on but has notcompletely posted to your credit card account. These types of transactions will usually officiallypost within 24 hours. There are many factors that may affect the posting of transactions. Toensure the information is accurate, we include only posted transactions in your current balance.Although some transactions may not reflect in your balance immediately, all transactions areremoved from your available credit. This information is available online at Capitalone.com,through our mobile applications - Capital One Wallet and Capital One Mobile Banking, and byphone using our automated system or when speaking with a representative.In review of your account, our records show that you are enrolled in our Online Services. Youmay also set up automatic monthly payments using AutoPay. AutoPay is a convenient optionwe give our customers to maintain a good payment history without the hassle of setting upindividual payments. You may choose to have the minimum amount due, the statement balanceor a fixed amount ($35.00 or greater) automatically paid from your checking account on yourpayment due date.I want to assure you that Capital One adheres to all applicable laws and regulations as it relatesto the billing of transactions.If you have questions or concerns, please give me a call at [redacted] Monday throughFriday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following sixdigit phone PIN available: [redacted]. I’m glad to help any way I can.