Capital One Financial Corporation

Review: I have been lied to from this company by the promise to pay they do not explain what is all in detail information on this I was told that if I agree to make three payments I would receive my credit back. which was a lie by the company makes you give them your bank account information so then can take out the 3 payments and when you cal to get you account active again they tell you they can not reactivate you accountDesired Settlement: I would just like to have my account reactivated and my credit limit given back to me like I was promised

Business

Response:

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

Review: CapitalOne took over accounts from HSBC Retail Services (including mine) while I was deployed. I was not provided any information regarding the new account and am unable to obtain a written statement from CapitalOne in order to handle the account. CapitalOne employees will not provide me any information over the phone, and the nearest branch is over a two-day drive away, in another state. CapitalOne seemingly does not want to make accounts or bill payment accessible to its account holders and makes no effort to accommodate service members.Desired Settlement: Delivery of written statement by mail WITHOUT having to drive four days round-trip to Texas from California.

Business

Response:

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

Review: They told me my account ending in 7040 for not be reported late and even put payments and credits to my account to keep account current and not report late. I truly the believe they deceived me.They keep sending me mislead offers for auto finance and other credit cards. They need to stop this as well.Complaint concerns: a Credit CardDesired Settlement: I would like the 30 day late removed off my credit report or I will take legal action. I will not take responsibility for inconsistentcies of customer service reps not giving me the right information then report inaccuracies on my credit report.

Business

Response:

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

Review: I am disputing the annual fee, which I was never informed or notified about.Desired Settlement: I want the annual fee removed, as I was never notified about any annual fee.

Business

Response:

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

Review: I purchased a motorcycle through Capital One/[redacted] over two years ago. The bike was stolen, and a police report was provided. When I spoke with someone with Capital One/[redacted], they stated they would updated the credit report as a charge off/repossession as they had sent some to take the bike away, however it was stolen. The insurance on the bike would not pay out because it was less then 60 days old. However Capital One keeps selling the account to a collection account, even though they promised to mark it as a charge off/reposseion. I need the account deleted or updated to be a repossession/charge off.My complaint concerns: a Credit CardDesired Settlement: I would like the credit report to be back to only capital one/[redacted] as a charge off and no longer sold to collections

Business

Response:

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

Review: This is in regards to a credit card that I have with capital one with a balance of $654 here is what happened:

1. Capital one failed to provide me a statement and notification online that my statement was available

2. As a result capital one reported my account 60 days late.

3. Because of this I am having difficulty getting a mortgage for a home for my son and I.

4. Their website was changed and because of this tgeir website is unavailable on my computer.

I am a cancer survivor, single mother and disabled veteran. This negative information is detrimental to my child and myself financially.My complaint concerns: a Credit CardDesired Settlement: Correction to my credit report to all 3 bureaus. Paper statements since I can't access their website and capital one doesn't notify me via email that my statement is available.

Business

Response:

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

Review: I've been a Capital One card holder going on 5 years, since April of 2011. I had a situation a few years back where I could not secure a car rental because the rental amount(+Deposit) exceeded my limit, Right away I called customer service to see if anything could be done so that I may continue with my travel plans. The customer service representative was very helpful and provided me with two options, one of which would provide me with immediate results and would put me on my way. As rare as this situation was I had not encountered another like it until now and just like before I called customer service so that I can get it resolved and be on my way. Well the first representative was a guy by the name of Trevor, upon detailing my situation to him and explaining the resolution or "fix" I was given in my prior experience I was met with a very generic screen read response. The response had nothing to do with my situation which inclined me to ask "Did you hear and understand what I just said?, because your response is very generic. He then put me on hold to only come back and say I will transfer you to my "Account specialist". I was then transferred to a lady by the name of Torria, but once again after explaining everything to her I received generic screen read responses and stated she could not help me. After I asked "When did your policy change?" I was told that a letter went out in Oct. about increases for secured accounts, which I did receive. The letter, However, only stated that you could not make any deposits to increase your limit after Jan 1?th it did not state anything about over payments to cover certain transactions or expenses. She also told me that she could not go that far back and look at my acct to see what was done previously and suggested that I rent the car for less days so I it wouldn't exceed my limit, which will not help my travel needs in any way.My complaint concerns: a Credit CardDesired Settlement: The service I got from both representatives was sub par not to mention the "change" back in Oct did not state anything about over payments to cover transactions, which is what would have got me on my way. Also its hard to understand that an Account specialist could not look review my acct to read previous notes or changes. The representatives should be more knowledgeable in the options they can offer their customers and since over payments was not a apart of the change then they should either continue to allow customers to do so or send out a notice stating that you can no longer over pay on your acct.

Business

Response:

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

Review: After using Capital One for a while I have not received an increase at all I have taken care of the card in a responsible manner, I was hung up on but customer service twice and also in the chats as well and I feel like I am a decent customer I deserve an increase, and as a customer for some time now its only right that it is done in respect to me as a customer.My complaint concerns: a Credit CardDesired Settlement: I just want a fair increase, on my credit card like I deserve

Business

Response:

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

Review: A person was able to open a credit card account with Capital One using only part of my name, address, and birth date. I was told Capital One would report the fraud and remove it from my credit report (phone call June 14, 2016 at approximately 10:30 PM EST). However, a person should not be able to open a credit card in my name with that readily available information. I believe the people that might be responsible were in my neighborhood door to door asking for peoples' information because they were pretending to sell Verizon FIOS. The fraudulent Capital One statement I received had an address for PO Box 71083 Charlotte, NC 28272-1083. Their customer service number was 18009557070. When I initially called, they tried to get my social security number. That is when I contacted the customer service number on Capital One's website (1-800-227-4825).My complaint concerns: a Credit CardDesired Settlement: Firstly, I would like someone to catch the frauds. They answer their fake customer service line at 18009557070. Then, from Capital One, confirmation that this cannot happen again, confirmation that my credit score is not impacted, and an explanation as to why someone was able to open a credit card without all of my information.

Business

Response:

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

Review: On May 25th my Capital One Bank Credit card Accounts were access fraudulently by suspect(s) using my stolen social security number. They changed telephone numbers and address numerous times despite me contacting Capital One bank notifying them of the fraud activity. (2) New credit cards where requested by the suspect(s) and delivered via FedEx to the suspect(s) location in Kismet, FL. I received a notification of this via an email. It also stated the package was left at the front door. The breach was made through Capital One Bank and they should be held liable. They are also refusing to cooperate with me as the victim of identity theft granted to me by federal laws in which state all persons, or corporations I contact concerning the recent theft must be forth coming, and cooperative with the victim. Capital One Bank has on more than several occasions has refused to give me the address they had the fraudulent cards delivered to. I have reported this to the FTC, Broward County Sheriff, FBI (Internet Crimes Divisions), IRS, Credit Bureaus, and also FedEx (report [redacted]). FedEx has denied any wrong doing and also refuses to cooperate. and they are currently being dealt with as well.My complaint concerns: a Credit CardDesired Settlement: I want them to give me the full address where the fraudulent cards were delivered to so I may provide it to the detective handling my case. I also want those fraudulent cards delivered to me. I want a real apology and them to acknowledge they really screwed up. I have already closed my accounts because they are unable to protect my personal information. So with that being said I also want my accounts wiped clean. Meaning I owe them nothing! I want a zero balance on both my account so I no longer have to deal with them again. They have caused me a great deal of emotional distress and anxiety.

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.

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

Regards,

I recently applied for a Capital One secured credit card and was approved on 8/15 requiring a deposit. The deposit was made the same day and I was informed it would take 2-3 weeks to receive the card. My account was opened on 8/23. Based on standard banking practices the card would have been ordered shortly after opening account. I called on 8/29 and I was informed to allow 14 days from date of opening to received card. What I don't understand is why it would take 14 days to received the card (excluding any mail delays). The card had been ordered on 8/23 however had not been shipped. This either represent the need to streamlined the process and/or serious inefficiency with the process. What makes it worst is the Customer service specialist don't seem to be adequately trained to explain the delays/processing times.

I have a capital one unsecured credit card and have paid my payments on time and always more than the minimum due since I had the card 4/2016. I recently requested a credit line increase 2 days ago and I was denied because of a returned payment back in June. Now, I called in reference to this back in June before the payment was even returned and spoke with a representative while also placing through another payment for 700.00 (min due is only 25.00) The rep told me that there would be NO issues with my account and NOT TO WORRY. Now I received my denial letter today for an increase and the reasoning was because of the returned payment in June that I called and resolved in June and was informed I had nothing to worry about. I have also been requesting a credit increase on my secured credit card that I received in March 2015 and have been using it faithfully paying on time as well and I have yet to receive and increase for that card either. It gives you an option to request an increase for the secured card but it's ALWAYS denied and the reason is because you are not allowed to make a request for increase on a secured credit card. WHAT'S THE POINT IN TELLING ME TO REQUEST IT IF IT'S GOING TO BE DENIED ANYWAY??? Every rep I have spoken to has told me to do that, but it's a waste of time. No one can ever tell me when I will be able to even be considered for an increase on this card. It's ridiculous, I picked banking with capital one for a reason and this has definitely made me REGRET choosing them.

Review: I made a large payment on my account in the amount of $573.06 on October 3rd, 2013 via the Capital One website. The funds cleared my bank account on October 4th. When I checked my online access on October 6th, it still said I had no credit available and it still required me to make a $25.00 payment for the month of October. The first representative said that they put a hold on my account and that it would be removed by the 10th. After I explained that a hold has never been put on my account, she was kind enough to release the funds since I told her the money has already cleared my account. When I asked about my next $25.00 payment being due, she said that I still had to pay it. I asked for a supervisor and she connected me to [redacted]. [redacted] tone was very harsh when she spoke to me. I explained to her that I shouldn't have to make another payment on October 28th. Her response was although I made a payment on October 3rd, it doesn't count. She then made a smart comment saying "next time you should make your payment on the 4th so you won't have to go through this again." I told her that I'm affected by the government shutdown and wanted to be proactive and make a payment while I could and she seemed un-phased about it. When I told her that I won't be making a payment on the 28th, she said that it's my perogative and that I would get hit with a late fee. I then asked her who her supervisor was and she wouldn't tell me. The only thing she said was that I could write a letter to the corporate office.Desired Settlement: I don't expect a refund because it's my responsibility to make payments on time. If my payment is due the 28th of each month and I make a payment on the 3rd of each month, then whatever amount I pay on the 3rd should be credited. Therefore, I should not be required to make another payment in October. In addition, I am owed an apology because of the way I was treated by management. No one from Capital One even noticed the fact that I made a large payment of $573.06. After this experience I'm starting to regret being a part of the Capital One family.

Business

Response:

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

Review: Capital One has charged me over $300 worth of NSF fees due to multiple transactions from companies that I have requested to not auto draft from my account. Capital One should not have allowed these funds to go through, considering I did not have them and have not authorized overdraft. I have been a loyal customer of Capital One for several years having my checking and credit cards with them and had recommended them to my family who subsequently opened accounts with them. When I tried to call customer service to get assistance they were not helpful even though I explained to them I had been without income for 4 months due to unemployment and had tried to negotiate with these companies.Desired Settlement: I would like this complaint escalated to upper level management and to see these fees refunded. I am a longtime customer of Capital One. My family and I were relying on the funds that Capital One deducted in NSF fees especially considering that I was unemployed for an extended period of time and I would appreciate them looking into what they can do.

Business

Response:

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

Consumer

Response:

Please forward my response to Capital One. Although I am accepting the offer, because they are refusing to refund any thing beyond this.Please forward this message as I wish to notify Capital One, that they have lost me as a loyal/long time customer, and in the near future I intend to close all business that I have involved with Capital One- credit cards, checking, etc., and I will no longer recommend them. I do not expect them to care, as they have shown me in this situation that they could not care less about their customers.

Regards,

Review: I mailed a change of address letter in to Capital One Bank, but apparently that was never received nor processed. As a result, when my mail forwarding expired (I only set it for a year because I did not want the Postal Service selling my new address information to vendors or giving it to partners), I never received my January nor February 2014 statements. I didn't notice because I have monthly payment reminders in [redacted], and cannot pay the full balance off yet anyway. However, when I logged into CapitalOneBank.com to check my balance and make a payment recently, I noticed there were two new messages there, one stating that my January statement had been returned to CapitalOne, and the other saying the February statement had been returned to CapitalOne.

I have an exchange of emails that I can cut and paste into an email to Revdex.com.org when provided with an email address. I asked them to make certain my account settings were correct because I was not receiving email notifications of messages in my online account, and asking them why on earth they would continue to send statements that were rejected and not email me that there was a problem to the email address on record. The communication was so incredibly poor it took three emails from me to simply get to the point where they told me to call the customer service number to have the issue addressed. This is absolutely ridiculous -- there is no reason they can't look refer these two issues to the appropriate departments so they can be researched and get back to me. Me being on the phone with a first line help desk person is only likely to result in me wasting both our time.Desired Settlement: If Revdex.com.org will provide me with the email address, I will provide the email trail. All this concerns my Capital One [redacted] account ending in ....[redacted].

I want corporate customer service to make certain that the issues get researched and resolved so that:

1. I receive email notices when there is a secured message waiting for me;

2. Matters don't just drop when someone's mail gets returned TWICE to Capital One. I should have gotten emailed or called to my address or phone number on record.

3. Customer Service is improved.

Wait until I send you the email trail so you can see the full reason for the annoyance. It was like I was receiving responses from a bot the first two times, and even the third response was vague and unhelpful (no information about which department to request, no direct numbers, etc.). Your online customer service is either too far removed and needs to be provided the information they need to do their job, or this was a really bad clerk/unit. I have no idea whether my request to escalate this to management was actually acted upon or not -- no names are included.

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 have an open account with this company but they are telling me I am not allowed to have a credit card that I can actually use to make purchases with and will not issue a card to me so I read their policies and says basically they can but will not issue my card to use and would like them to grant me and uphold their policiesDesired Settlement: Make the card and credit available for my use its on my credit as open and good standing I have read their policies and its feasible and simple to do

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 have not had an active, valid Capital one Credit card since 2007. I have been getting several collection calls regarding a charge for some type of robotic device for around $1,000. The card used was either a MC or Visa Capital One card which I have not activated since 2007 and the card had expired. This clearly should not have been authorized. I have spent several hours speaking with people in several departments trying to get this resolved. I was informed twice that all my cards were not active and terminated. I was also assured that I did not owe any money on any Capital One cards and that this matter was not sent to a collection agency or reported to credit bureau.

I just recently received a phone call from Capital One regarding this charge despite all the previous conversations I have had with them. I cannot understand how this company can get its records so incorrect by so many employees.Complaint concerns: a Credit CardDesired Settlement: I would like Capital One to do the following:

1) Ensure that any and all current, past and future accounts be terminated

2) Ensure that I do not have any liabilities with and and all Capital One accounts.

3) Ensure that there are not outstanding issues with any Credit Bureau or collection companies regarding any and all Capital One accounts.

4) Ensure that I receive no more phone calls from Capital One.

5) Compensate me for all the time I spent trying to correct this matter that clearly was a Capital One error in the amount of $300.

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 want to lodge a complaint about Capital One and how the ball was dropped on credit card fraud that could of been prevented.

On Friday Feb 12th 2016. I received notification by email that my current available balance was below 500.00 and that I should make a payment to free up some of my credit line. This came as a shock to me as I had just been in the account earlier in the day and there was 8,000+ available credit.. I went into my account and Io and behold there are 10 Fraudulent charges on my card that has nearly wiped out my available credit. How does this happen? Why were these charges not flagged after the first charge and a stop put to my card before the perpetrator was able to charge my card 9 more times to the tune of almost 8 grand? I have had this card for years and have never had this issue. My normal charges certainly do not reflect this type of activity. Now I am without any credit line. I have recurring payments on this card that I will now have to stop and I won't be able to use this card for at the very least 30 days. This is also going to hit my credit showing that I am using the majority of my cards credit line and in turn bring my credit score down. This has put me at a great inconvenience and I am very disappointed in the level of security within Capital One.My complaint concerns: a Credit Card

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: The account I have issue with ends in [redacted]. On Oct 16th I made a double payment on an other account ending in [redacted], a payment $25 and one for $30. I didn't realize it until the 18th. When I called Capital one the representative stated they did see the double payment and would apply the $30 to account ending [redacted] and reverse all fees. Ok now my bill this month my minimum is $55 so when I called the [redacted] or [redacted] first said it was fees since the adjustments was made after the 16th. I don't understand that since the representative stated all fees would be fixed. Then I was told by the representative the $55 payment request was due to the higher balanced owed even though when he did the calculations of interest by 1% of ending balance his calculation came up to less than $25.00 . When I told him I was still not understanding where the extra $30 is coming from he stated it was fees for the payment being adjusted after the 16th, I tried again to explain the representative said it would be reversed. I called back a second time and was told since I made a purchase on the 21 st this brought my minimum payment up and would need to pay the $55 so I would not have a late fee again. WHAT!!!!!!! But if I click on payments made it shows there is no history of a payment for October even though I was told it would be taken from the account I made a double payment ([redacted]) to [redacted]. I don't understand why if the rep said they would apply the payment and credit all fees I am still being told there is a late fee included in this months bill and at the same time being told the higher balance is because I made another purchase of $70 after the 18th. If they were to look in account ending [redacted] the $30 was never taken out. Sounds like no one can really tell me what is going on.Desired Settlement: For both of my accounts to be correct. A correct explanation as to why my monthly charge is $55 this month when it should be $25 like all my other Capital one cards.

Business

Response:

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

Review: On November 06, 2013, I received a voicemail from Capital One (my credit card company since 2003). The message said that my account was past due and that I needed to make a payment right away. Since I don’t receive my statement via mail, I had to go on the Capital One website to check my account. My surprise was that I had been charged a $35 past due since June of this year because my payment for June was received on the May billing cycle (shown on May statement). From that point on, my account kept getting past due fees because I was not meeting the new minimum payment amount. Accumulating $175 in past due fees from June to November (receiving a past due fee each month since June). I was NEVER aware of these past due fees. I NEVER received a call in the past few months to inform me of these irregular charges. Being a loyal and responsible Capital One customer, I would think Capital One would have the courtesy to call me or try to contact me for these charges. I have been making payments every month without missing any payments. Always paying more than the minimum payment and as you can see on the statements I make my payments weeks before the due date. I contacted Capital One in different occasions, have spoken to different account managers and all they have offered me was to waive 2 past due fees for the amount of $70. I do not believe this is fair. I am being penalized for paying early. I do pay interest for using this credit card, it’s not free but I guess the interest charges are not enough income to Capital One Company and are coming out with these irregular fees on dependable customers. I have been a loyal customer for 10 years and have never had a problem with Capital One. I have been making payments every month and I feel that Capital One took advantage of their big company power to charge me these fees and damage my credit records. I am very upset and disappointed at this uncomfortable situation. Besides the fact that Capital One wants me to pay for these irregular fees, these past due fees will be reflecting on my credit records which will affect on the purchase of my first home. I have an excellent credit history and I do not wish to be jeopardized by these irregular charges. I hope that you can advocate on this matter. If you have any questions, please e-mail me. Sincerely, [redacted]Desired Settlement: I want those 5 past due fees to be waived from my credit card account and deleted from my credit records.

Business

Response:

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