Capital One Financial Corporation

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 me. I will wait for the...

business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].I am so very happy to say I FINALLY heard back from them and they did take care of the issue and put my balance back to a $0 balance as it should of been after it was closed. A very big thank you to [redacted] in the Executive Office who finally helped me with this mess. I can finally put this behind me, it has been a nightmare trying to deal with the fraud investigators definitely needs improvement. After Closing this account back months ago I can finally say this is done and over with and I know If I didn't get you involved I wouldn't of gotten anywhere. So thank you . And you can close this case. If I am needed to something more please let me know what, Thanks.
Regards,
[redacted]

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

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

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will consider this complaint resolved. 
Regards,
[redacted]

Dear Mr. [redacted], Your complaint filed with the Revdex.com (Revdex.com) was forwarded to my attention in the Executive Office of...

[redacted]’s for resolution. While [redacted]’s has an established partnership with Capital One N.A., we provide the in-house servicing for your [redacted]’s Charge account. As it is my intent to provide our valued customers with quality service, I appreciate the opportunity to review and resolve your concerns. In your complaint, you state that you have not received any statements, resulting in your account becoming past due. The account was subsequently assessed late fees and interest due to non-payment. You request that [redacted]’s reverse all fees assessed to the account, as well as update the payment information we are reporting to the Consumer Reporting Agencies (CRAs). Our records show we previously responded to similar concerns. In our letter, dated April 11, 2015 (copy enclosed), we explained that late fees were billed to your account due to non-receipt of payment. We also confirmed that your account was enrolled in paperless statements and we had no record of returned emails or emails not being delivered. Respectfully, we continue to uphold this position. For clarity, I have explained the history of your account below, from the transaction in June 2014, through present. On June 24, 2014, you charged $44.44 to your [redacted]’s Charge account through [redacted]s.com. This transaction appeared on your July 2014 statement, which indicated a minimum payment of $25.00 was due by August 17, 2014. Regrettably, we did not receive your next payment of $86.00 until September 27, 2014. This means two consecutive billing periods passed with no payments received, so late fees and interest charges were billed to your account in accordance with our Cardmember Agreement. Additionally, your account was reported 30 days delinquent to the CRAs for September 2014 due to non-receipt of payment. Your payment of $86.00 received on September 27, 2014, along with the fees referenced above and a new transaction of $152.08 charged from [redacted]s.com on September 26, 2014, brought your October 2014 statement new balance to $165.58. This statement also showed a minimum payment of $25.00 was due by November 17, 2014. Again, we did not receive your next payment of $162.72 until March 12, 2015. This means four consecutive billing periods passed with no payments received, so late fees and interest charges billed to your account. Additionally, your account was reported 30 days delinquent for December 2014, 60 days delinquent for January 2015, and 90 days delinquent for February 2015 due to non-receipt of payment. Your payment of $162.72 received on March 12, 2015, along with the above-referenced fees and interest charges, brought your March 2015 statement new balance to $188.73. This statement also showed a minimum payment of $55.28 due by April 17, 2015. However, we have not received a payment since that date. Therefore, late fees and interest charges continue to bill to your account correctly. Additionally, your account was reported 30 days delinquent for May 2015, and 60 days delinquent for June 2015, due to non-receipt of payment. [redacted]’S CORPORATE OFFICES N54 W13600 WOODALE DRIVE MENOMONEE FALLS, WISCONSIN 53051 As previously explained, your account is enrolled in paperless statements. Instead of mailing statements to your physical address, a statement ready notification is sent through email advising you when your statement is viewable. We have not experienced any address changes or returned mail that would prevent you from receiving your statements to the e-mail address you provided, which is confirmed in your complaint ([redacted]). If you would like to un-enroll from paperless statements, you can update your statement mailing preferences online at our My [redacted]’s Charge website. We understand you would like us to modify the information we reported about this account to the CRAs and remove the derogatory payment history. We have confirmed that we are reporting accurate information. As a result, we are not able to change what is being reported. I apologize for any frustration this may cause. Mr. [redacted], I trust the information provided resolves your concerns. If you have any further questions, please do not hesitate to contact me directly at [redacted]. Sincerely, [redacted] Sr. Executive Correspondence Advisor Office of the President [redacted]’s Department Stores

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.
I see that my latest Complaint to the [redacted] was indeed forwarded to Capital One a week ago, but I can discern no reason that should have any bearing on the Revdex.com.
Regards,
[redacted]

Dear [redacted] We recently spoke to you about a Revdex.com (Revdex.com) complaint escalated to our Executive Response Committee (ERC). We wanted to provide you with an update in...

writing. Please see below for a summary of your complaint and how we responded to it: Summary of Complaint: The referred complaint was in regards of a dispute with [redacted]; you were charged an amount of $[redacted] which was not part of the arrangement you had with them. You requested to have your card canceled, however, the agent you spoke to omitted to cancel it. Therefore, you were charged an additional amount of $[redacted] by the merchant. Our Response to Your Complaint: During our conversation, we explained the [redacted] dispute process. You were transferred to our Fraud department who disputed the transactions and charged back the amount to the merchant. As a gesture of goodwill, we have applied a credit of $[redacted] to your account. Please accept our most sincere apologies for the agent’s error and for the overall experience. If you’re not satisfied with our response to your complaint, you can escalate it to the Capital One [redacted]. The Capital One [redacted] can be reached in the following ways: Email: [redacted] Mail: [redacted] 
[redacted] Toll-free Fax: [redacted] Please note that if 90 days have passed since your complaint was received by the ERC (as noted above), you can also escalate it directly to the [redacted] for Banking Services and Investments (OBSI). The OBSI can be reached the following ways: Capital One Bank ([redacted] Branch) has a complaint resolution process in place. Please visit www.capitalone.ca/concerns for details. If your concerns are regarding our compliance with federal consumer protection law, public commitment, or industry codes of conduct, you can contact the Financial Consumer Agency of Canada at its office at [redacted], or through its website at www.fcac-acfc.gc.ca.© 2015 Capital One Bank [redacted] Branch). Capital One is a registered trademark. All trademarks used herein are owned by the respective entities. All rights reserved.Capital One Bank ([redacted] Branch)[redacted]
Toll-free Telephone: [redacted] TTY Telephone: [redacted] Email: [email protected] Mail: [redacted] 
[redacted] Toll-free Fax: [redacted] Thanks for contacting Capital One®. Sincerely, K. S[redacted] Executive Response Committee Capital One Bank (Canada Branch)

[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 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]@richmond.Revdex.com.org.
Regards,
[redacted]

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 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,
[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 below.I want to listen to the recording you have reviewed. I specifically asked about the APR. He did say there wont be transfer fee, but the second one he charged. Please send me an un edited copy of the call recording.
Thank you,
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear [redacted], I am responding to the complaint we received from the Revdex.com (Revdex.com) about your credit card...

account. I am sorry for any inconvenience this matter may have caused. We investigated the transaction that you reported as fraudulent and, as a courtesy, we have credited the full amount of $145.17 to your account. This amount includes the disputed transaction of $46.89, which posted to the account on August 24, 2014, past dues fees of $95.00 and interest of $3.28. The current balance on your account is $0.00. As you requested during a phone call with our Fraud agent, we have closed your account. The account is being reported to the Consumer Reporting Agencies (CRAs) as closed by the consumer with a $0.00 balance. Please allow up to 60 days for this update to be reflected in your credit files. We have confirmed through public records that you are the primary cardholder for this account, but the name, address and phone number on your complaint do not match the name, address and phone number on record for the account. If you wish account records to reflect the name and address on your complaint, please call me to confirm your new contact information so we can make the necessary changes. You may reach me at [redacted], Monday through Friday from 8:30 a.m. to 5 p.m. ET. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Dear [redacted], This letter is in follow up to the complaint you filed with the Revdex.com (Revdex.com) about the information...

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

Dear [redacted]I’m reaching out to you about your concern submitted to the Revdex.com (Revdex.com) regarding lowering your Annual Percentage Rate (APR). Thank you for allowing me to...

resolve your concerns.Our goal is to provide the highest level of quality service to all of our customers. We’re sorry to hear that the service you received did not meet those expectations. Please be assured that management has been provided the feedback.I reviewed your accounts and unfortunately, they’re not eligible for a lower purchase APR at this time. I am unable to offer you a lower interest rate now, but we review accounts from time-to-time to see if they’re eligible for a lower APR. If your accounts do become eligible, we’ll be happy to let you know.I also understand that you would like us to waive your Annual Membership Fees (AMF). Iunderstand your concern, so I’m going to issue a one-time credit for $[redacted] for the AMF on the account ending in . The credit will appear on your January 2017 billing statement. Further, I researched your account ending in , and saw that you did receive a courtesy credit for the AMF for $[redacted] on your June 2016 billing statement. Unfortunately, I will not be able to issue credit for the AMF on this account. I have enclosed a copy of your June 2016 billing statement for your records.Per IRS regulations, we may issue a 1099 and send you a copy. If you receive one, please consult your tax advisor and the instructions on the 1099 form for more information on how this may impact you.I hope this information helps.© 2017 Capital One. Capital One is a federally registered service mark. All rights reserved. If you have questions or concerns, please give me a call at 800-955-1455, Monday-Friday from 8 a.m.-5 p.m. ET. When contacting me, please use [redacted] as the 6-digit PIN when prompted. My 7-digit extension is [redacted]. I’m glad to help any way I can.Sincerely,Kevin A[redacted], on behalf of Capital OneEnclosurecc: Revdex.com© 2017 Capital One. Capital One is a federally registered service mark. All rights reserved.

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

I will look over all the statements, which I am glad they were sent to me. I was having a hard time doing that.
I will also have them faxed by Friday so I can get this all squared away.
Thanks

Dear [redacted], This letter is in response to the complaint you filed with the Revdex.com (Revdex.com), about the rebill of...

charges you disputed as fraudulent, and the experience you had when contacting our Fraud Department to address these concerns. We understand how frustrating it can be when you believe fraudulent activity has taken place on your account. We take the security of our customers’ accounts seriously, and we thoroughly investigated your initial claim of fraud for the charges that posted on your account, from May 22, 2014, to June 24, 2014. At that time, we determined that the charges were valid. However, in response to your recent complaint, we have conducted a second review of this matter and researched your concerns again. I would like to provide you with the information from our investigation that I hope you will find helpful. Our records show that on June 27, 2014, you contacted us to file a security report and informed us that there were multiple fraudulent charges that posted to your account, totaling $327.38. These charges included transactions at [redacted], and [redacted]. We provided a temporary credit to your account for the disputed charges while we reviewed the claim. During the investigation, we attempted to contact you multiple times, but it wasn’t until August 5, 2014, that we were able to reach you. Upon completion of the investigation and a finding of no fraud, the charges were rebilled to your account, and a letter was sent to you, explaining the outcome. I have enclosed a copy of this letter, for your reference. After a second look into these claims, I have confirmed that the charges were correctly rebilled to your account, as there was no indication that fraudulent activity took place on the account at that time. There were multiple factors that assisted in the determination that these charges were valid. Among these factors, we found that several charges in this fraud claim were similar to charges that had been previously billed to the account and were reflected on prior statements. However, the charges were never reported as fraudulent. On March 3, 2015, we received the police reports you faxed to our Fraud Department, to support your claim that your credit card was stolen. We have reviewed these reports, and we did not find any information that supported your claim of fraudulent activity on the account. The reports make no mention of any stolen credit card and are for incidents that occurred in October 2014 and January 2015. The transactions that you are disputing occurred between May 2014 and June 2014. For this reason and the reasons mentioned above, we are unable to reverse the charges that were rebilled to the account. Additionally, we appreciate your feedback as to your customer service experience with the agent that you spoke with regarding your fraud dispute. We take all complaints seriously, and in response to your feedback, we reviewed the call that you referenced, but did not find any error or unprofessional conduct during the call. We strive to provide the highest level of customer service, and appreciate your taking the time to share your perspective. If you have any further questions or concerns, please contact me at [redacted], Monday through Friday from 9 a.m. to 5:30 p.m. ET. I am happy to help any way that I can. Sincerely, [redacted], on behalf of Capital One

[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 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].
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].  While I do not find that this resolution would be satisfactory to me, I am going to close the complaint. I look forward to zeroing out my balances and closing both accounts with Capital One.  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,
[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 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,
[redacted]

Dear [redacted]I’m reaching out to you about your request to the Revdex.com about your credit limit. Verdana; font-size: 11px;">Our goal is to provide the highest level of quality service to all of our customers. We’re sorry to hear that the service you received did not meet your expectations. We apologize for any inconvenience this may have caused.Keep in mind that credit line increases are not available upon request on secured card accounts. However, they are periodically reviewed for eligibility based on credit worthiness and on time payments.Please be assured, Capital One adheres to all applicable rules and regulations regarding account servicing. I understand you would like us to increase your credit limit, but your account isn’t eligible at this time. In case it’s helpful, I’ve enclosed our November 2, 2016, letter that explains the specific reasons.If you have any questions or concerns, please contact our Customer Service Department at 800-227-4825. They are available 24 hours a day, 7 days a week.Sincerely,Takiyah W[redacted], on behalf of Capital One