Capital One Financial Corporation

Review: In April I found that one of my payments that was made by mail had not been received by Capitol one, on by a credit card that I use. April 9th they hit my credit with one time late payment of $25.00 which showed negative on my credit report? But heres the problem, Capitol One did not even call me to let me know they had not received the payment which I guess is ok?! but they didnt even give me time to receive my bank statement, to notice that Capitol One had not received my check. So NO CALL? NO time to receive my bank statement? NO letter stating late? Then its on my credit report now. I have called them twice for help no help - they are rude, and the supervisor did not even care that I had no notice and no time to receive my statement or not even a email stating a late payment. Also, when I spoke with the supervisor about the email she did not send she said well maybe you need to contact yahoo they have helped with nothing at all. I have worked really hard to keep good standing on credit report until now. I need to get this resolved ASAP. I am purchasing a new home and this is affecting me big time.Desired Settlement: DesiredSettlementID: Other (requires explanation)

As of March Capital one removed my late fee. As a courtesy I would like my late payment to be removed.

Business

Response:

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

Review: Capital One contacted me offering a zero percent interest (until November 2016) Visa credit card. I accepted the offer and received the credit card. After checking my statements, I saw that I was being charged interest. I contacted Capital One twice on March 9, 2016. I spoke with 3 representative that told me I did not have zero percent interest . I told them that the advertising clearly stated I would receive zero percent interest until Nov 2016. They basically told me that was just "advertising" and did not apply to me. This is an extract from their web site regarding the credit card I received. "CAPITAL ONE® APPLICATION TERMS

Annual Percentage Rate (APR) for Purchases and Transfers 0% introductory APR through your 11/2016 billing period. After that, your APR will be 13.24%, 18.24% or 23.24%, based on your creditworthiness. This APR will vary with the market based on the Prime Rate.Interest Rates and Interest Charges. " I think this clearly states that I will receive zero percent interest until November 2016 and then an APR will be determined by creditworthiness.My complaint concerns: a Credit CardDesired Settlement: I would like to keep the credit card ending in 5880 with zero percent interest until November 2016 as advertised. If the offer of zero percent interest cannot be honored request the card be cancelled.

Business

Response:

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

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.

The response is inaccurate. The 0% interest rate was offered on correspondence that was mailed to me from Capital One regarding a new [redacted] credit card.. I also saw the 0% interest rate offered on the Capital One website.Click on the link below. [redacted] card holders were offered 0% apr. I was issued a [redacted] card. [redacted][Provide details of why you are not satisfied with this resolution.]

Regards,

Review: In July of 2012 I opened a Capital One Secured Card to reestablish my credit score. I unfortunately lost rental property during the housing market collapse and my credit score was a casualty. I did not lose employment, did not need the card for its credit, merely as a vehicle to increase my credit score over time. As such, when I used the card for purchases I paid the balance off using my checking account/[redacted] card, never paying interest for the life of the card. Since the available to spend was such a low amount, I make deposits in accordance with their policy to increase the "credit" line. I believe the original amount of the card was $200, increased to $300 for good payment history. A few months ago I made a deposit of $300 from my checking account to the card to increase the available to spend to a more palatable $600. This was processed by Capital One without issue. On September 19th I again made a deposit through their website in the amount of $400 to increase the available to spend to $1000 from the same account. When one makes a deposit you are logged in securely to your account, are asked to verify that you authorize the payment, and the funds are then debited from your account within 10 days. When I went online to pay a recent charge of $32.74 I noticed that my account was restricted for "fraud" concerns (Capital One did accept my payment of $32.74 while the account was restricted). I first chatted with a rep on their secure chat feature who wouldnt tell me what happened to my account. When I called later that night the reason for restriction was not given to me until I escalated the issue to a superior, who told me my account was restricted for interesting transactions, and that Capital One needed to verify my bank account. This is the same bank account that I have used for the prior deposit, and most if not all of the multiple payments per MONTH I send to keep the account at zero. I understand the spending habits may seem peculiar for a secured card, as they are often issued to people in financial transition. I am not. However, I feel my consumer rights have been violated here and someone has to stand up for the consumer in situations such as this. I asked Capital One why it accepted the funds and then after asked to verify my account rather than rejecting the deposit and restricting the account, and there was no explanation given. I asked Capital One why they accepted a payment to the account during restriction and there was no explanation. Frustrated with these bizarre business practices I instructed Capital One to close my account and send back my secured deposits. I do NOT want to do business with a company that acts in such a manner with its excellent customers. I was told closing my account was not an option, as the funds in my account are "unverified". So as it stands, my account is restricted without usage, my money is being held in escrow against my will, and I cannot close my account and move my business to another credit card company. Nowhere in the customer agreement are the practices listed. I demand that Capital One either release my funds back to me or open my account and allow access to my deposits. Holding my funds in escrow as such is illegal. It is unfathomable to me that Capital One thinks this practice is acceptable by any means.Desired Settlement: Capital One's first option is to open the account and let me have access to my funds. I refuse to be treated in such a way by a corporation just because they felt they can restrict access to my money at their whimsy. I will not have my privacy attacked by some foolish, arbitrary, random "policy". The other option is to close my account and return my money to me. Thanks, [redacted]

Business

Response:

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

Review: I had cancellex my account they have said they sent my check.but havent recived one its now a month later noone there seems to know what they r doing none of the customer service reps have any information.Desired Settlement: I just want my money back thats all :(

Business

Response:

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

Review: I'm displeased w/the cust. service experience I've had recently w/the Fraud Dept. in hopes of resolving a very stressful & aggravating situation. I had an unauthorized charge on my account on 1/1/16; I took the appropriate steps of reviewing my transactions, contacting the local merchant & cust. service dept. to verify the fraud. charges had been made only to be told that there was no record of the transaction & "to contact the credit card company to report the fraudulent charge". I proceeded to file a case for the charge & a temp. credit was issued. I awaited final review/decision after the Capital One Fraud Dept. conducted their investigation. Finally on 1/22/16 I received a letter notifying me that the matter had been resolved & my account was perm. credited for the fraudulent charge (as I knew it would, b/c I hadn't gone to the merchant on said date). Fast forward to 3/4/16 & I see an adj. charge on my acct. for the fraudulent charge. I called into customer service to have the issue looked into & the charges credited again, seeing as how I'd already gone through this 2 months prior, needless to say my experience was awful!!! I was on the phone for over 3 hrs & spoke w/3 diff. people. Most of my time was spent going in circles over charges that were completely unrelated to the charge in question. I was initially told that my case was a dispute when it should've been a fraud investigation; after about an hr., the story changed & I was told it was a fraud investigation when it should've been a dispute. At this point, every " [redacted] me off button" triggered & my aggravation level was HIGH! I was repeatedly told that I'd have to wait for the Dispute Dept to open at 8 am, to have the matter looked into b/c the supervisor I was speaking to in the Fraud department couldn't do her job & resolve the matter despite the case having been "resolved" by the Fraud Dept., a month earlier. What happened to the " 0% Fraud Liability Guarantee"? What about protecting your customers?!?My complaint concerns: a Credit CardDesired Settlement: Reversal of charges and unauthorized the merchant to charge my account again. Proper protocol being taught to Customer Services Reps and problem resolution the first time an issue is brought to your attention.

Business

Response:

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

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

Business

Response:

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

Review: I am writing to dispute the following information that your company provided to trans union report has incorrect information

capital one was included in my bankruptcy and should be remove from my credit file.. I am requesting that capital one bank have the item removed from my credit file.

Please reinvestigate this matter and contact the national credit reporting companies to which you provided this information to have them delete as soon as possible.

Sincerely, [redacted]Complaint concerns: a Credit CardDesired Settlement: I am writing to dispute the following information that your company provided to trans union report has incorrect information

capital one was included in my bankruptcy and should be remove from my credit file.. I am requesting that capital one bank have the item removed from my credit file.

Please reinvestigate this matter and contact the national credit reporting companies to which you provided this information to have them delete as soon as possible.

Sincerely, [redacted]

Business

Response:

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

Review: WE WERE CONTACTED AND SERVED ASUMMONS IN MY DAUGHTER'S NAME ON DECEMBER 17, 2015, ALLEGING SHE OPENED A CREDIT CARD ACCOUNT IN 2003. SHE WAS 8 YEARS OLD AT THAT TIME. WE IMMEDIATELY CONTACTED THE COMPANY. THE EMPLOYEE CHECKED HIS RECORDS AND ACKNOWLEDGED IT WAS NOT MY DAUGHTER. HE CHECKED SOCIAL SECURITY NUMBERS AND AGE. TODAY, JANUARY 13, 2016 WE RECEIVED ANOTHER LETTER FROM CAPITAL ONE AND CONTACTED THE COMPANY AGAIN. THE COMPANY REPRESENTATIVE AGAIN COULD FIND NO EVIDENCE MY DAUGHTER HAD OPENED A CREDIT CARD ACCOUNT, BUT WAS UNABLE TO RECTIFY THE SITUATION. NEITHER EMPLOYEE WOULD MAKE A NOTE OF THE SITUATION IN THE CASE FILE. MY DAUGHTER, NAOMI, SUPPLIED HER SOCIAL SECURITY NUMBER AND BOTH EMPLOYEES CROSS CHECKED TO ENSURE SHE WAS NOT THE PERSON THAT OPENED THE ACCOUNT.My complaint concerns: a Credit CardDesired Settlement: FOR THE CAPITAL ONE COMPANY STOP HARRASING MY DAUGHTER ABOUT AN ACCOUNT SHE HAS NOTING TO DO WITH. MY DESIRED OUTCOME IS FOR CAPITAL ONE TO STOP SENDING LETTERS ABOUT AN ACCOUNT MY DAUGHTER DID NOT OPEN AND TO PURSUE THE CORRECT INDIVIDUAL, SINCE THEY ARE AWARE IT IS NOT MY DAUGHTER. CASE # [redacted]. ACCOUNT ENDING IN [redacted].

Business

Response:

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

Review: On 11/25/13 Capital One processed an unauthorized bank debit in the amount of $986.00. I have been trying to resolve this issue with them since 11/25/13. I have been told by their customer service department there is nothing they can do until they hear from "the back office". I have called daily to see if they have heard from the mysterious "back office". To date, they have not. I just spoke with [redacted] and she asked me to stop calling her as there is nothing she can do. I would like someone who can do something to call me and fix this issue.

Business

Response:

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

Review: I have a capital one credit card. I made a 427.00 payment on 11/14/2014. Based on the posting time frame with states that payments submitted before 8 pm eastern time will be posted to the account the same day my midnight and the funds would be available the day after the payment post by 8 am eastern time. I made three purchase with the card after my payment was made and now I'm being told that the account is in the negative due to insufficient funds in my personal checking account when they tried to get the funds from my bank account that I was under the impression was already received by them. After contacting capital one about this I was told that they allow card holders to use the card after the payment is made within the posting time frame assuming that the funds are available and then capital one after a few days will debit the bank account for the funds. I am not pleased with this misleading process, because I made the payment within the time frame, and I was making purchases with the card under the assumption that the funds was posted and available to my credit card account.Complaint concerns: a Credit CardDesired Settlement: I would like a credit refund of 427.00 to my master card. I would like for capital one to be more specific on their payment procedures because the current one is very misleading.

Business

Response:

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

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: My credit limit is $500, and this company allowed a merchant to charge $657.70 OVER my $500 credit limit.

HOW does that happen when my credit limit is only $500?My complaint concerns: a Credit CardDesired Settlement: I want my account corrected and this charge reversed.

Business

Response:

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

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 will update this complaint once the claim with Capital One completed.

Regards,

Review: I emailed the below to Michelle A[redacted], Director per instructions on 5/21

In March 2016 I received two overdraft charges to my account and I rang CapitalOne to inquire. I have explicitly stated in previous calls and when I set up my account that I did not want overdraft feature. It was confirmed in 2015 that it had been taken off.

When speaking to the representative in March, he bluntly advised there was nothing he could do due to the fact that the previous charges had been refunded even though I had explain the reason was is that Capital One is incorrectly placing these charges on my account. The representative said he would have the escalation team return my call and I advised him I was overseas for the next week and asked they call the following week. The week I was overseas CapitalOne called me THREE times wanting to resolve the issue. It was ~3am my local time each time they called.

When I returned to the US I called and was told there was still nothing NOONE in the entire organization could do. I rang approximately five times over the course of a month to have this resolved only to be told either there is nothing someone could do and they will have escalations call back or they would submit for investigation. After having noone return any of my calls I then submitted a verbal complaint with the representative and received no follow up or reply. After, I submitted a formal email with no answer or reply. I then called again to follow up and received the same "we'll have someone call you back"

My account and it has been CLOSED. The overdraft fees have been paid as a charge out and account CLOSED. I received no notification or correspondence alerting me to this. SO not only has capital ignored every single attempt I've made to resolve these charges, you have gone and closed my account without my knowledge and potentially added a black mark against my name credit wise.

I requested a written response over a week ago and have not received anything.My complaint concerns: a Banking Account (Checking)Desired Settlement: The overdraft to be reversed and any nonfiction to the credit bureau to be reversed.

Business

Response:

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

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.

capital one provided no resolution. The provided documentation but I had changed this option 2 months after the account was opened and have had charges reversed as they were erroneously charged. I do not accept their response.

Regards,

Review: Contacted customer service in order to setup a TRAVEL NOTICE for my Brazil trip, and requested a PIN number via phone for cash advance after going thru the verification process (Public record, SSN and specific security questions). After setting the new PIN number I was told I would be able to use my card immediately at the overseas ATM.

While having Fraud/Customer service on the phone I attempted to withdraw cash from a Brazilian ATM, the card got denied twice. Customer service then notified me that card was now blocked (even though it was the same session that validated my identity), now the customer service department is telling me that the only way to unblock my credit card is to go to a local bank and have them validate my identity.

However, I walked into TWO different banks in Rio De Janeiro ([redacted] and [redacted]) and both do not have any procedures to do such checks!! they dont know who to report to and have no training. It is impossible for me to get my card unblocked by this unreasonable request by customer service.

Prior to the block by the Capital One Fraud department I already had a TRAVEL NOTICE for Brazil setup, their system still flagged my transaction and totally ignored my prior calls/travel notice. Therefore I believe the company Capital One has not fulfilled their responsibility to support their customer (me) - since this block has largely inconvenience my overseas travel which will last 2 months ending in August 5th 2014.Desired Settlement: Immediate unblocking of my account and resume original account standing, my phone number has changed to [redacted] and they will not update it neither via online banking or via call center stating some stupid procedure....

I can receive mail at [redacted] and they could mail a secret code, but they have not provided this option to verify my identity just some obscure procedure that even Brazilian bankers don't know squat about.

Business

Response:

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

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 had my credit pulled for a new credit card by [redacted]. When I got my my credit report it shows 39 credit inquiries from this Capital One address. The dates run from June, 2012 through December 2013. It needs to stop!! I've never had a Capital One credit card. I have never wanted one. This has dropped my credit significantly. I don't know what can be done. It's not right. It's not fair I had to find out this way that some random sleazy credit card company helped tank my credit. I'm trying to build a life I don't need it looking like I'm a crazy person with 39 credit inquiries in 2 years. Like I said I don't know what can be done, but something should!Desired Settlement: Like I said above I don't know what I want. It's not like they can put my credit back. I most certainly do not want a credit card!

Business

Response:

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

Review: I originally had a Credit Card account with [redacted]. They sold to Capital One. My payments were due on the 2nd of every month. I paid on September 2nd. That was the last payment I made. They had an option on their website that since you were new to Capital One you could choose your new Due Date. I clicked on it and chose September 28th. I now receive a bill telling me I owe another payment on the 28th and that my payment is late. I called them and they give me this explanation about when billing statement switch over the charges go to to another month stuff as a normal consumer we don't know this when we click change due date and there is no information about that under switch due date button. The agent was not helpful at all.Desired Settlement: Update my account as paid and my next payment should only be for 25.00 due October 28th.

Business

Response:

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

Review: Account was opened, used, and locked by Capital One after I called and gave a one time verbal authorization for my wife to handle the call to resolve a credit issue. After they locked the account and refused to unlock it, I proceeded to get a card with another credit company, paid the Capitol One balance in full, then "TRIED" to close out the account. I have a Dec-Jan statement which shows a (0) zero balance. They refuse to close the account because they wanted PII (Personal Identifying Information) about my wife. My wife's name was never on the account, the balance has been paid and now they are charging me a $59.00 member fee on the Jan 29-Feb 28 statement. They are claiming fraudulent use on the account. I personally have never heard of a Thief paying off a bill, trying to close an account and disputing member fees. I have tried on 3 occasions to close the account by phone which is their process stated on the back of the statement. There is no logic in this business practice of holding us hostage to an annual member fee when we no longer have the ability to use the account which was initiated by Capital One.Desired Settlement: Removal of member fee $59.00 and closure of the account without submission of my wife's PII.

Business

Response:

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

Review: Dear Revdex.com:

During multiple communications with Capital One, I have requested the Overdraft to be turned off from my account to avoid the account from being overdrawn. Representative from capital one were asked multiple times that we needed it turned off but either did not know how to turn it off or provided misinformation. This has resulted in 14 fees of $35 in the 10 days. We have explained this to Capital one but they have yet to take actions.

Account # [redacted]My complaint concerns: a Banking Account (Checking)Desired Settlement: Refund all fees.

Thank you,

Petros

Business

Response:

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

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.

The issue here is not whether the fees were valid or not. The fees are by their very nature invalid as [redacted] has requested that the overdraft service be removed from the account at multiple occasions during our conversations with the representatives from capital one. This is why the fees need to be reversed. Customer had requested for the service to be turned off but was misinformed of the inability to do so.

Regards,

Review: Last Friday I tried to purchase a Eurail pass with my VentureOne card for my upcoming trip to Europe, the purchase was declined. I contacted Capital One and asked why it was declined and they told me that they thought it was fraud so they cancelled it, which I can respect since it is such a big purchase. Over the phone they were very kind to me as they explained how I need to upload some documents in order to prove my identity. So I uploaded those three documents immediately and received a phone call shortly after telling me that they were able to clear my driver’s license and my social security card but not my credit card statement. They told me that I could mail in a bank statement or a utility bill or something of that sort so I uploaded another document of my bank statement from April. They told me that they could not validate that because it was not within the past 30 days so they told me to send in one from the past 30 days. So I uploaded another document of my bank statement from May, I received a phone call saying that they could not validate this because it did not have my bank account number on it. Which, does not make sense, I am not positive why my bank account number would have to be on it when you say I can mail in a utility bill to just prove of my residency. Anyways, the person on the phone told me to upload a photo of a voided check to show my bank account number, so I uploaded a document of my voided check. I asked the man on the phone if the person my case was assigned to (Heather) was available and he said that she would contact me within two days. This is where I get a little frustrated. According to Capital One, “Heather” called me on June 23 at 5:20 and because she could not reach me and did not get a voicemail she decided to close my account with no notice to me. I am not sure if she contacted the wrong phone number, or mistyped my number but I never received a phone call from her, I do not have a missed call from that time at all, and I do have a voicemail so she could have easily left a message for me. I am extremely angry that she closed my account, when ALL of my forms could have been validated. I was even more upset when I was on the phone with Michael and another woman and they were both telling me different reasons for why my account was closed. Michael told me that they could not validate my Social Security Card, which I know is false because someone cleared it almost immediately after I first sent it in. Then the woman I talked to told me that I sent in the same three bank statements, which I know is false because I sent in a credit card statement from Nordstrom, a bank statement from April, and a bank statement from May. So I’m not sure if someone just is blind and can’t read the difference from April and May, or they just assumed it was the same bank statement, but I am extremely disappointed that my account was closed after I had uploaded the proper documents and just because Heather could not reach me on the phone. I am leaving for Europe in 3 weeks, I need this resolved immediately.My complaint concerns: a Credit CardDesired Settlement: I leave for Europe in 3 weeks. I needed to purchase my rail pass LAST week when it was declined by YOU. I need my account to be reopened IMMEDIATELY so I can make this purchase by June 28. I wanted to make this purchase so that I could receive my bonus points but I do not see that happening unless you contact me immediately and get my account reopened.

If I do not hear from you soon I will contact you every day until this is resolved.

Business

Response:

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

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:

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

Review: Capital One billed me on more than one occasion when I had already paid the bill. In addition they added on an unautorized late fee.Complaint concerns: OtherDesired Settlement: No more charges from Capital One. Afterall I closed my account after I paid the last balance. No more stealing from Capital One. I don't want them to write or call me. I am going to call the police next time.

Business

Response:

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