Capital One Financial Corporation

Capital One received this complaint and corresponded directly with our customer to resolve the matter

Dear [redacted] , This letter is in follow up to your concerns submitted to the Revdex.com (Revdex.com), about unauthorized transactions on your accountThank you for your patience while we resolve this, and we apologize for any inconvenience that may have been caused to youBased on the additional information we received, we’ve permanently credited your account on June 23, 2015, for $1,This amount is for the three unauthorized transactions of $each from [redacted] **, which were charged to your account on February 08, This credit will appear in your July 2015, statementIn your complaint, you indicated that your son, the authorized user on this account, is in the militaryFirst, we want to thank him for his service to our country! In an effort to determine whether your account is eligible for enrollment in our Servicemembers Civil Relief Act (SCRA) Program, we researched his status in the Defense Manpower Data Center (DMDC) database maintained by the United States Department of Defense and confirmed his active duty statusAs a result, SCRA benefits will be applied to your account ending ***You will receive an enrollment letter from our SCRA Department with more details about our ProgramIf you have any questions or concerns, please call me at 800-955-1455, Monday through Friday from a.mto 4:p.mPTWhen contacting me, please be sure to have the following six digit phone PIN available: [redacted] I am happy to help any way that I canSincerely, Yaime Baca, on behalf of Capital One

Dear Mr***,Your complaint filed with the Revdex.com (Revdex.com) was forwarded to my attention in the Executive Office of [redacted] for resolutionWhile [redacted] has an established partnership with Capital One N.A., we provide the in-house servicing for your [redacted] Charge accountAs 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 electronic statement notification, resulting in you missing your April due dateYou 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 $in interest charges as requestedThis credit will appear on your May 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 contactsSome email providers may flag our emails as spam or junk mailAdditionally, please keep in mind that your statement is not sent via email, but rather posted to your My [redacted] Charge account onlineThe email is only a notice that your statement is available for viewingWe have no record of your request to be removed from paperless statements.Mr***, we look forward to serving your needs in the futureIf you have any further questions, please do not hesitate to contact me directly at [redacted] My Regards,

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] I find that this resolution would be satisfactory to me under the following: CONDITIONS All damages done to my Credit Rating to be restored back to the May figure Two years of Annual Fee's be implemented NOTE Thank you for reversing the Annual Fee on this years accountThis has shown 'Good Faith' in understanding of the damages created to my Credit Score, and a willingness to work with this very unhappy customer I will wait for Capital One Financial to perform this action to my satisfaction and, if it does, will consider this complaint resolvedIf Capital One Financial does not perform in the above said conditions, I will get back to you at: [redacted] Regards, [redacted] ***

This is a duplicate case we previously received through the [redacted] and [redacted] regulatory channels for this customer. We will be responding to the [redacted] and [redacted] with our response.

Revdex.com: 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thank you for your company's response, but you apparently were not informed that I have a hearing loss in both ears so that I will probably never use a phone to communicateI have informed both your employees and A

Dear Ms. ***, Your complaint filed with the RevDex.com (BBB) was forwarded to my attention in the Executive Office of ***’s for resolution. While ***’s has an established partnership with Capital One N.A., we provide the in-house servicing for your ***’s Charge account. As it is my intent to provide our valued customers with quality service, I appreciate the opportunity to review and resolve your concerns. In your complaint, you state that you did not receive any alerts that your account was past due and were not properly notified of a non-payment. You request that we update information we’ve reported to the Consumer Reporting Agencies (CRAs). Paperless statements are customer initiated, and are only sent if a customer logs on to our My ***’s Charge website and opts out of paper statements. Our records show that your first statement was sent via mail, and on February 9, 2015, you logged in to your My ***’s Charge account and scheduled a payment online. While we are unable to confirm the exact date that you enrolled the account in paperless statements, subsequent statements were paperless. Additionally, an e-mail is sent to the e-mail address that we have on file for you, which is [redacted] , notifying you when your statements are available to view online. There is no recent request to have your e-mail address updated or any record of e-mails being returned as undeliverable. Your February 2015 billing statement showed an account balance of $86.18, with a minimum payment of $25.00 due by March 15, 2015. Since we did not receive any payment from you, a past due fee and interest was assessed. Your March 2015 billing statement showed an account balance of $112.99, with a minimum payment of $52.00 due by April 15, 2015. Again no payment was received, and an additional past due fee and interest was assessed. Since your account was now more than 30 days past due, we reported the delinquency to the CRAs. Your April 2015 billing statement showed an account balance of $236.86 and a minimum payment of $91.00 due by May 15, 2015. I have enclosed copies of your January 2015 through April 2015 billing statements for your review. We understand you would like us to modify the information we reported about this account to the CRAs and remove the derogatory payment history. Our records show the account is reporting as past due for April 2015. We have confirmed that we’re reporting accurate information. As a result, we are not able to change what is being reported. I apologize for any frustration this may cause. As of the date of this letter, your account has a zero balance and there is no minimum payment due. Ms. ***, I trust the information provided resolves your concerns. If you have any further questions, please do not hesitate to contact me directly at [redacted] . Sincerely, [redacted] *** Sr. Executive Correspondence Advisor Office of the President ***’s Department Stores

Dear [redacted] You recently contacted the Revdex.com (Revdex.com) about a disputed charge from *** [redacted] for $ [redacted] , billed to your account on October 12, We understand you’d like us to permanently credit your account for this chargeWe took another look, and our research confirmed that the actions taken on your dispute were correctHowever, we made the decision to permanently credit your account for the amount of the disputed transactionThe credit will appear on your January billing statementTo help with your records, we enclosed the following: x A copy of the letters we sent about your dispute x Your October billing statement showing the temporary credits When we spoke on January 6, 2017, you requested to have your Annual Percentage Rate (APR) lowered on both of your accountsAfter reviewing your accounts, there was an offer to lower APR to ***% ( [redacted] + Quarterly Prime) variable, for seven monthsYou accepted the offer, for both accounts, and you’ll see this change reflected within 1-billing statementsPer IRS regulations, we may issue a and send you a copyIf you receive one, please consult your tax advisor and the instructions on the form for more information on how this may impact you© Capital OneCapital One is a federally registered service markAll rights reserved.If you have questions or concerns, please give me a call at [redacted] , Monday – Friday from a.m- p.mETWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted] I am glad to help in any way that I canSincerely,Nicholas P***, on behalf of Capital One

Revdex.com: 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 have verified my information with capital one multiple times and I do not wish to do it again I will not go through this much trouble with them to me a customer and I am not sure they understand that I am not happy with this resolution I have paid them in full I owe them nothing They owe me I want my account closed with them and I will never do business with them again Regards, [redacted]

Revdex.com: 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 First of all, your company strategically disregarded my complaint sited for 2013; which makes me question Capital One's intentSecondly, I don't believe your facts to be in orderThat is certainly not how I remember it being explained telephonicallyBased on your attached response the "extensions will move payment of $each to the end of the loan term." If you moved October and November to the back of the loan on November 1st, how could I be more than or more days late for October and November? If I was late then when where they paid? Isn't that charging me twice since payments were moved to back of the loan and you claim to have scheduled check by phone payments for August and September? Payments in the amount of $on August and $on September 20th both posted to my personal check accountAgain, if your response is accurate, where was the September 20th payment applied In the "What you need to know" section of the Extension you attached it clearly states that it "is a service we offer to help you keep your account currentIt's one way to catch up on payments and avoid a possible late fee or negative impact on your credit." Clearly this is not what Capital One intended to upholdWith the time and effort it has taken in attempts to resolve this matter, I'm afraid I may need to escalate these issues to federal authority Regards, [redacted]

RevDex.com: 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, [redacted]

Dear [redacted] You recently contacted the Revdex.com (Revdex.com) with concerns about a hold on apayment made to your accountWe have conducted an investigation, and would like to share our findings with you.We received your payment of $ [redacted] on December 21, Due to security concerns, we placed a hold on the payment until we were able to confirm the fundsI understand your concerns about not having those funds immediately availableSometimes a hold is placed on them while the bank processes the paymentAs of December 23, 2016, the funds were available for useI apologize for any inconvenience this may have caused youHere are a few things you can do to help reduce the likelihood of having a hold placed on your payments:- Continue to make payments on time- Avoid having payments returned- Ensure payments aren’t higher than your credit limit- Keep your balance within your credit limit - Use the same bank account for payments when possibleIf you have questions or concerns, please give me a call at 800-955-1455, Monday-Friday from a.m.-p.mETWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted] I’m glad to help any way I can.Sincerely,Heather T***, on behalf of Capital Onecc: Revdex.com© Capital OneCapital One is a federally registered service markAll rights reserved

Capitol One's new mobile deposit limits: Dear Capitol One: I've owned a small business for yearsI have a full accounting staff and legal team in place should I have a bounced check or any other such issue.I take full responsibility for all the checks I accept and don't need an overzealous bank micromanaging my transactions Your sudden interest in limiting the amount of money I deposit on a monthly basis into my business and personal checking accounts via mobile deposits only accomplishes a few goals1) It frustrates me a great dealWhen I cannot deposit more than $a month it's pretty outrageous2) It inconveniences meI have to plan time out of my very very busy schedule to drive to the bank and make deposits, which is counterproductiveI really have to ask myself, why am I banking at a bank that doesn't want to let me deposit money into my account via mobile deposit?

This is a duplicate case we previously received through the [redacted] regulatory channel for this customer. We will be responding to the [redacted] with our response.

Revdex.com: 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.There was no contact from Capital One at any point regarding the issues they are stating and I was given no opportunity to resolve the issues At no point did Capital One inform me of an issue except for when they closed the account, without any warning or contact Regards, [redacted]

Revdex.com: 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 belowI left a message for Ms [redacted] Her letter was a pathetic attempt to pacify me and the situation at hand by indicating Capital One could not "FIND" any information to substantiate my claimI am substantiating my claim, quite simply my request to have my due date changed was not put in placeI want it put in place now, retroactive to the date I started every week paymentsThe entire reason and purpose for my bi monthly payments was to accelerate my payoff, and reduce the interest paidI would not have gone through this process otherwise I also want to clarify the late payments, IF any of these "late payments" were during the time frame of my every week payments it is inaccurate, and needs to be corrected I would like this resolved as soon as possible, a mistake was made and it needs to be resolvedI am not interested in another letter portraying how Capital One cannot find the information, that's quite frankly too bad Regards, [redacted]

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

Revdex.com: 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 belowI am writing in regards to my complaint ID [redacted] I am not satisfied with the outcome I have already paid Capital One Financial Corporation the amount of $in by check on 5/6/ I cut up my credit cards because they said my account was deactivated They are trying to reactivate my account and take the charges off and not return me my $ I am not willing to reopen my account I would like for them to mail me a check for the amount I had to pay in Thank you Regards, [redacted] r [redacted]

I truly appreciate the help Revdex.com has provided to help me get in contact with the correct personnel who can address my concerns with my problems at Capital OneOn Friday, March 9, at approximately 11:AM PST, we were able to get to a resolutionCharity with Executive Office stated our account with Capital One will be credited and there will no longer be a balance with the accountShe proclaimed that the credit will take up to hrs before it posts to our accountWe are still yet to receive confirmation from either email or through mail of this confirmation, but we are happy that this matter has been solved, as Charity statesYou may contact me with any questions regarding this caseThank you!

Revdex.com: 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***'s is saying that Experian is lying by reporting two credit cards that were issued by ***'s? Evidence of both cards issued by ***'s is attachedThe incompetence of ***'s is getting extremely frustrating! [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]