Capital One Financial Corporation

Review: I used my Capital One credit card to make a $1,000 donation to a local charity. I completed one of the nonprofit's preprinted forms and handed it to the co-founder and Executive Director, who gave it to the other co-founder. He used a personal [redacted] account to charge my card $1,000 for his personal use. I filed a report with [redacted], Capital One and the police. The suspect is currently incarcerated and the police tell me this is fraud, pure and simple. That was in August of 2013 and since then I have spent countless hours on the phone (mostly on hold) talking to many different customer service reps and supervisors. I have written letters. In short, I have done everything I know how to do. Let me be clear: the nonprofit did not misuse my donation. THEY NEVER GOT MY DONATION. I believe this is fraud and the Executive Director and [redacted] Police Bureau agree with me, but Capital One has nothing but thank me for my patience while they "review" things over and over again. This has been going on for nearly four months.Desired Settlement: I would like my account credited for the original $1,000 plus any interest accrued over the last four months.

Business

Response:

Dear [redacted],

This letter is in follow-up to out conversation on December

18,2013, in regards to the disputed charge with [redacted], on August 12,

2013, in the amount of $1,000.00.

We’ve credited your account for [redacted]! We’ve resolved the dispute with

[redacted] in your favor. Here’s a breakdown of the credit.

August 12, 2012, charge for [redacted]

interest charges for [redacted]

These will be a permanent credits and will show on your December

2013 billing statement.

If you have any additional questions, please call me at

[redacted], Monday through Friday, from 11:30 am to 8pm PT. I’m glad to help

any way I can/

Sincerely,

[redacted], on behalf of Capital One

Review: I had lost my job in June 2013. At this time I had my Capital One Credit Card. I was unable to make payments and fell behind. Capital One sent me letters and emails saying that if I made a payment of a certain amount I would bring my card up to date and would be able to use it. I obtain another job and attempted to make a payment. The first payment was returned because I forgot to update the bank information onmy mobile app. So I called and talked to a Capital One Represenative she informed me that I had a past due amount of $119.00. So I started to proceed to make a payment when she began to explain to me my next amount due would be $75. She stated that if I made the payment that my account would be up to date and my next payment wouldnt be due until March 15th. So I made the double payment under the impression that my account was up to date and I could use my card. However, on 3-5-14 during my lunch break I went to purchase lunch from [redacted]. My card was declined. When I spoke to a representative they informed me that my card was restricted and I wouldnt be able to use it anymore. I explained that I made a payment and was never informed that I couldnt use the card. She stated that would get her supervisor. She returned after a few minute hold and said that her supervisor looked at my account and said it was over 120 days past due and couldnt be changed. I voiced my displeasure and she tried to calm me down my saying that I can reapply later. I asked to speak to her supervisor again and she finaly put her supervisor on the phone (no name was given). Her supervisor tried to say she understood why I was upset but basically couldnt help. I informed her that I was never notified by mail, email, or during my phone call with a representative when I made my payment that I wouldnt be able to use my card. She checked her system and saw no notification of restriction and transfered me to a [redacted] ([redacted] or [redacted]) who basically told me that my card was restricted and that they (Capital One) didnt have to inform me of this decision. I was lead to believe by Capital One and their representatives that if I made a payment I would be able to use my card. Unfortunately, this was not true. I believe that Capital One intentionally withheld this information so that they can receive their payment. This is an unethical business practice and consumers should be informed of such things. Additionally they lied to me prior saying I could have a credit limit increase if I made 1yr worth of payments in a timely manner. However whenever I applied they denied me.Desired Settlement: Honestly, I just want to use my credit card. I have credit issues and I am trying to repair them. Everything in this world is based upon credit and if they close my account and take away my card I wont ever be able to get another card. While I dont blame them for my credit issues I do think they should either re-open my credit card account or give me my money back.

Business

Response:

[redacted],

We are including the details of your complaint and our subsequent phone conversation regarding this matter.

Our customer is concerned that he is no longer able to use his card for purchases. He is also concerned because his credit limit was not increased during the first year after opening the account. Our research shows that the account became over 120 days past due during the February 2014 billing period. Once an account becomes past due for more than 120 days, the account’s charging privileges are permanently restricted. The customer made late payments in March 2012 and July 2012, which made the account ineligible for an automatic credit limit increase through the Credit Steps program. We explained this information to the customer. Please let us know if you have further questions or concerns regarding this matter.

Thank you,

Capital One

Consumer

Response:

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

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

Regards,

Review: This is regarding a hard-pull which took place against my credit report on April 30th of 2013. I do not recall authorizing that a hard-pull take place. Please remove the hard-pull from all records of all credit reporting bureau agencies: Innovis, Experian, Equifax, and Transunion. Do not retaliate against me or any family member in any way for demanding that the hard-pull be removed. For instance, if the removal of a hard pull will further damage my or a family member's credit score, then do not remove it.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Please provide evidence indicating my authorization for a hard-pull. I do not recall this. Neither can [redacted] or my son. In all, remove the hard-pull from all credit reports. If a hard-pull took place for another family member, such as [redacted] or [redacted], then please also remove any hard-pull for them as well.

Business

Response:

Dear ** and [redacted],

We have reviewed the situation you explained to the Revdex.com and want to address your concerns.

Thank you for allowing us the opportunity to review your concerns. We have taken this opportunity to investigate you claims and we have confirmed that we received two applications for financing via our Black Check program on April 30, 2013, for [redacted] and [redacted]. Upon receipt of your complaint, we forwarded your information to our Fraud Department for review and confirmed that the telephone number and mailing address provided in your complaint matches with the information submitted on the application.

We understand that your credit history/rating is important to you, and if you believe that you have been a victim of identity theft, we encourage you to file a police report and fill out an ID Affidavit (you may be able to obtain this form your local police station or from the credit reporting agencies). You may submit a copy of the police report and the ID Affidavit to us via mail at the below address so that we may thoroughly investigate your concerns.

Capital One Auto Finance

ATTN: Credit Bureau Disputes

Please understand that based upon the information available to us at this time, our inquiry on your credit bureau report was made with a permissible purpose. Therefore, we respectfully decline your request to remove any valid inquiries.

Please note that due to privacy issues we are unable to disclose information pertaining to [redacted]. If [redacted] has inquiries on his credit bureau report from Capital One Auto Finance that he believes are invalid, he may dispute them using the information listed above.

we regret any inconvenience this matter may have caused you. If you have additional questions, please contact our Customer Service Department at [redacted]. If you have questions regarding this specific response, I can be reached at [redacted].

Sincerely,

Office of the President, Financial Services

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.

Where during the application process to Capital One indicate/warn that a hard-pull would take place? Where?

Regards,

Review: I have been makinlag my payments with capital one on time for 4 months. I had an issue processing a Payment on the account this month with my bank. I in return made a [redacted] payment to them to pay off my balance. A day later they put a hold on my available credit stating they needed to verify activity on my account. I answered all the security question and before the call was over they need to verify my phone number. Now I got a new phone number to since then, so they number they wanted to call was disconnected. Since they could not call a disconnected number they wanted me to send in My Personal Documents to verify who I was, with Identity Theft already a problem in my pass I refused to send them anything and they would not take the hold off my account. I closed the account with them but very disappointed on how they treat there customers. All I did was make a payment to them.Desired Settlement: A new Account open with my Available $500 Credit would be nice.

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint to the Revdex.com. We would like to try to help you with this.

Before I can look into your concerns, I need to verify your information for security reasons. Please give me call at the number listed below and provide with following:

The last 10 digits of your account number

A copy of your driver's license

A copy of your social security number

A copy of a utility bill that has been issued within the past 60 days (This must include your current address as well as the name of the utility company and a phone number for them)

You can fax this information to [redacted] or mail it to the above address.

Once I receive this information from you, I can check into this. Please give me a call at [redacted], Monday through Friday from 10:30 am to 8 pm PT. I'm glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Consumer

Response:

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

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,

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:

Dear [redacted],

We were recently notified by the Revdex.com of your complaint about the previous temporary hold placed on your account. We value your feedback and I’d like to share more information with you.

I’m sorry to hear of your previous attempts to close the account. Our goal is to stop charges at the first sign of fraudulent use and/or account information. On June 26, 2013, our Fraud Department determined that the social security number added to our system of record for the authorized user, [redacted], verifies to multiple people. This resulted in the temporary hold that was placed on the account restricting you from making any purchases.

On March 25, 2014, my research confirmed that our Fraud Department spoke with you and verified the social security number as correct. Although they removed the temporary hold on the account, as requested, the account was closed. We apologize for any inconvenience, but please know we do this to keep your account secure.

Regarding the Annual Membership Fee for $**, our records indicate that on March 25, 2014, our Customer Service Department credited the account for this amount. Additionally, I confirmed that a Late Fee for $** dated March 25, 2014, was also credited to the account the same day. The total credit of $** reflects on your April 2014 billing statement. The balance as of the date of this letter is zero and the account remains closed as you requested.

If you have additional questions or concerns, please give me a call 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,

Review: I applied for their credit card on two different occasions and the second time was for a lesser card that had an annual fee,they responded with a letter saying that they tried to contact me and the reporting agency and that they could not find accurate information on me each time I filed an application. I belong to [redacted] they had no problem finding my information, nor did I receive a call from them as a check of my phone records will prove.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Their inquiry's have a negative effect on my credit report I would like to have the last inquiry removed from my credit report.

Business

Response:

Dear [redacted],Your complaint to the Revdex.com was forwarded to the attention of the Executive Office for response. We have submitted a request to the Consumer Reporting Agencies to update your credit file and remove the inquiry from October 9, 2014. Please allow up to 60 days for the agencies to update your credit file.When the application was submitted to us, it was not able to be processed immediately. This is because there was a fraud alert on your credit file. We attempted to reach you by phone; however, we were unsuccessful using the phone number that is listed on the fraud alert. As a result, the application was unable to be approved.We appreciate the opportunity to address your concerns. If you have any additional questions, you may contact me at[redacted]. I can be reached Monday through Friday, from 8 a.m. to 4 p.m. ET.Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

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

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

Regards,

we are still negotiating and things have not been resolved, I expect to hear from [redacted] any time soon.

Review: Capital One started sending me credit offers back in October of 2014. I called the opt out number and gave my information to be taken off their mailing list. They still persisted in sending me offers. I have opted out at least four times now to no avail. I even called them directly on January 15th and spoke to two different CSRs, explaining to them that I had opted out starting back in October of 2014, and I didn't appreciate them continuing to send me offers when I am on SSDI and have no use for a credit card. I told them I wanted them to stop immediately, and that if they persisted I would consider it harassment because it is. I was assured that my claim would be escalated and that the offers would cease, but today I received another one in the mail. They obviously have no intention of honoring their word to me, and I am at my wits' end about this. I am not interested in a credit card, and cannot afford one anyhow being on SSDI. I don't know how they got my information considering I haven't applied for credit through anyone at all, and I really, really don't appreciate them spamming me with their offers. I just want them to stop harassing me.Complaint concerns: OtherDesired Settlement: I am hoping that you will be able to put it in terms that Capital One will understand, and that they will never send me another pre-approved credit offer because I am sick to death of them. If they keep on, I will see about contacting my lawyer that I used for disability, and see if they can assist me with this or point me in the direction of someone who can. It's not right that a company should harass someone who has done the right thing, jumped through the hoops to be taken off of their mailing list.

Business

Response:

Capital One Case: [redacted] Revdex.com No. [redacted]

Dear [redacted], This letter is in response to the complaint you filed with the Revdex.com, about receiving credit card offers from us. I would like to address your concerns, and confirm what actions were taken to avoid any future mailings. In your complaint you stated that you have been receiving solicitations from Capital One, despite your attempt to have your information removed from our database. You mentioned that you called the Opt-Out hotline multiple times starting in October 2014, but your efforts were unsuccessful, as you continued to receive these offers. You also stated that you contacted us on January 15, 2015, and spoke with two agents about your dissatisfaction with the many offers you keep receiving in the mail. You informed the agents that you called the hotline to opt-out, and you expect your privacy preferences to be honored. The agents assured you that you will not have to worry about this going forward, as they were updating your information. The 888-5OPT-OUT number that is listed on the mail solicitations is a line that is managed by the Consumer Reporting Agencies (CRAs), like [redacted] and [redacted]. This opt-out channel removes you from the prescreening phase, and regrettably, this form of opt-out is not loaded into our internal privacy database because of it being handled by the CRAs. On January 15, 2015, your request was sent to us from one of our marketing vendors, and our records show that your preferences were updated on January 20, 2015. I confirmed that your information was submitted, again, on January 22, 2015, and on January 27, 2015, to ensure that you are opted out of receiving any offers from us, going forward. As we discussed by phone on February 6, 2015, we are unable to expedite this process, and if your name was previously selected for any of our upcoming mail promotions prior to this request, it is possible for you to receive information from us over the next several weeks. We understand that this can be frustrating for you, and we’re sorry for any inconvenience this may cause. If you have any additional questions, you may contact me at [redacted], Monday through Friday from 9 a.m. to 5:30 p.m. ET.Sincerely,[redacted], on behalf of Capital One

Consumer

Response:

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

I have attempted to get them to stop sending me offers many times now. I used their opt-out hotline starting in October of 2014, and in January I finally called them directly and spoke to two different agents who assured me they would escalate my problem and all communications would cease. They have not ceased still. I am still getting letters from Capital One. I do not understand why this company cannot just erase all of my information from their system which, to my way of thinking, would eradicate any future offers from being sent out. Really, I have dealt with receiving junk mail in the past and one phone call was enough to stop the solicitation. That is not the case with Capital One however, and I am not the only person they are harassing by mail. I do consider this to be harassment at this point as I have repeatedly tried to get them to end the unwanted solicitations. I am a woman on disability - just what do I need with a credit card? I can barely make ends meet as it is. I am going to enclose what they offered me, which really was nothing at all. As I said, I have been dealing with this company since last year and I am still to this day getting unwanted offers from them even after filing this complaint. How hard can it possibly be to stop sending someone unwanted offers? Why, after fighting with them for months now, are they continuing to send me unwanted offers and claiming they cannot expedite the process when the agent that I last spoke with assured me it would be expedited and stopped? I am obviously being lied to here.

Regards,

Review: I paid off my balance in full in 2014 with Capital One for my Credit Card. I then paid any remaining interest rate charges. Capital One had a 5.00 monthly service fee so I scheduled a recurring monthly payment of 5.00 from my bank account to cover that. In August of 2014 Capital One apparently stopped processing these recurring charges and began to cite my account past due however they show closing this account in January 2014 after I paid my balance in full. I was sent a letter in December 2014 stating I had an outstanding balance of $89.01. When I pulled my credit report I show them listing me as 120 days past due deficiency. I never received a phone call from Capital One at any time from billing services citing any outstanding balance that I owed nor the fact my monthly recurring payments had stopped processing. I never used this credit card since I paid off the balance in full and scheduled a recurring automated payment due to the $5.00 service fee Capital One charges to own this Credit Card. I consider this unethical practices and unacceptable business practices. In addition I never requested this account be closed when I paid off the balance in full and I now have no access to the account online to view where these additional charges came from and why my recurring payment was never being processed.Complaint concerns: a Credit CardDesired Settlement: I am seeking that my account be amended to not reflect 120 days past due based on the fact I had setup a recurring monthly service fee charge payment online that Capital One had been processing as paid. I am seeking remediation in reporting this closed account status to credit agencies as not 120 days past due and closed in good standing. I do not desire this account to be re-activated as I have no desire to have a credit card with Capital One any further based on their billing practices. I am seeking full explanation of the $89.01 past due balance, why my monthly recurring balance stopped being processed. I am seeking explanation as to why I never received a phone call in 4 months from Capital One stating my account was past due especially after the initial 30 days this past due occurred. This is standard Business Practice and should occur.

Business

Response:

Dear [redacted],I’m reaching out about your complaint to the Revdex.com, regarding automatic payments, closing your account, and information we are reporting to the Consumer Reporting Agencies (CRAs), like [redacted] and [redacted]. I left you a voicemail on January 7 and 30, 2015. This is the follow-up to our phone conversation on February 2, 2015, and the letter I previously sent you about information we are reporting to the CRAs.Automatic payments for this account were not set up through our online banking website. If you set up payments through your bank, please reach out to them for an investigation as to why the payments were not received by us. The last payment we received was manually submitted online as a one-time payment on June 30, 2014, to be posted on July 21, 2014, for $5.00. Because minimum payments were not received by the due date, the account was billed fees and progressed in delinquency. We did not make calls to collect on this account because of the low balance that was past due. On December 24, 2014, we began an automated close process for past due accounts that have balances that only consist of fees and credited the balance of $89.01. The credit posted on December 26, 2014, and is shown on the January 2014 billing statement. On January 24, 2015, the account had a zero balance; we completed the close process and sent a request to the CRAs to remove the negative payment history from September 2014 through December 2014. Please allow 60 days for the Consumer Reporting Agencies to update our request. If you have questions, please call me at [redacted], Monday through Friday from 8 a.m. to 3:30 p.m. ET. I’m glad to help.Sincerely,[redacted], on behalf of Capital One

Review: I called customer service In December 2014 and reported my card stolen. I was told they would be sending me a new card which they did. A merchant has been abusing the charges going to my card and have the same stolen card number I reported. January 5 I see them charging the stolen card again. I called and advised that they cant allow charges to hit the account when the card is inactive, I was then told that it would be the last one the merchant had already authorized the charge before I reported the card stolen. I call January 20, 2015 speak to a manager advised I want to CLOSE both my checking and savings with them. He does this and I receive a check for the money left in my account. February 5, 2015 charges hit the CLOSED account again making me negative. I call Feb 6 speak to another manager advised the accounts are closed what's going on, She says the merchant authorized the charge. I advised her that the account is closed it doesn't matter what they did. I said if I let this go and end up being negative hundreds of dollars you guys come after me, so what's the point of closing account and reporting a card stolen if you let charges hit the account. I've called more that 2x regarding this. I'm thinking I need to get a lawyer.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the negative reversed like I was told it would be and my accounts CLOSED

Business

Response:

Dear Ms. [redacted]: We are writing in response to the complaint that you recently filed with the Revdex.com (Revdex.com) about your 360 Checking account. We understand that you are upset that transactions posted to your account after you reported your debit card stolen and closed the account. We value your feedback and hope to address your concerns. As explained in our email that was sent to you on February 26, 2015, on December 19, 2014, you reported your wallet stolen and your 360 Checking Card ending in 9476 was deactivated. A new card was mailed to you that same day. On December 30, 2014, you reached out to us because [redacted] withdrew $37.79 on December 21, 2014 from the deactivated card. Our associate correctly advised that, because this withdrawal was preauthorized before the card was deactivated, the purchase was successfully processed when the merchant attempted the transaction. On January 20, 2015, February 6, 2015, and February 9, 2015, when you reached out to us, our associates provided the same information regarding the preauthorization of the card purchases. Per your request, your 360 checking was closed on January 20, 2015, but was re-opened on February 5, 2015, when [redacted] processed another purchase from your card. When you called and spoke with a supervisor on February 6, 2015, she discussed the dispute process and confirmed that your 360 checking account could be closed again once the disputes were complete and the reimbursements made to your account. On February 12, 2015, you contacted us and requested to close your 360 checking account. Our supervisor successfully closed the account, for a second time, since the disputes had been credited in your favor. While our associates shouldn’t have set the expectation that withdrawals couldn’t be made from your 360 Checking card once it was deactivated and your account closed, this situation doesn’t typically occur and only continued to occur in your case because of how the merchant was processing the transaction. We apologize for any inconvenience or frustration this matter has caused. Please know that feedback has been provided to prevent this from reoccurring in the future. Additionally, we confirmed that no additional purchases from [redacted] or any other merchant will occur from your deactivated card, or your closed 360 Checking account. I hope this letter explains the situation and addresses your concerns. If you have additional questions or concerns please contact us at [redacted] or at [redacted]. Associates are available from 8 AM to 8 PM, 7 days a week. Sincerely, [redacted]

Review: My credit card was stolen over 5 months ago. I have been trying to log on to their website and access my account for the past 6 months and it has given me an error every single time. I have emailed them about my stolen card and my account problems, I have called multiple times as well. Each time I have called I am either directed to a machine asking for my account or card number, and I don't have access to either of those. When I finally got through to a person, they hung up on me 6 times right after I provided them with my social security number. The last time I called, the lady told me she had to transfer me to a different department but they were unable to take my call at that time and to try back in the morning. I now have horrible credit because I am unable to pay off my bills, and I can't see if I have any fraudulent transactions on my account either. It has been this way for at least 5 months. Due to this I have been receiving collection calls constantly, which I should not have to pay off collection billings because of a stolen card and denied access to my own account for over 5 months. I have also moved multiple times, and I am unable to change my billing address because of the website denying me access, I have not received any billings from them due to this.Complaint concerns: a Credit CardDesired Settlement: I would like to see my account and view how much money they are charging me for my overdue billings, as well as void all collections each company has attempted to collect. I find it completely unprofessional they would allow this to happen and cause my credit score to plummet due to their horrible customer service and denying me access to my own personal information.

Business

Response:

This is a duplicate case we previously received today through our CFPB regulatory channel and will be responding to the CFPB channel

Review: They have INCORRECTLY applied CHECKS WITH INSTRUCTION letter INCLUDED to be applied to PRINCIPAL PAYMENT ONLY. Instead they apply as regular payments and keep taking interest. Their excuse is "Well that is just our processing center. They can do it wrong sometimes." WOW! Way to go for taking responsibility and I have to BABYSIT my transactions. If you call in to apply a PRINCIPAL ONLY payment...they send you an EMAIL that doesn't state EXACTLY WHAT the payment is for and you are left with nothing but HOPE that they apply it correctly. RIDICULOUS and unethical. They are applying my EXTRA PAYMENT-PRINCIPAL ONLY payments INCORRECTLY every time. I want a RECEIPT for their over the phone billing option to be correct and stating EXACTLY what business was conducted over the phone.Complaint concerns: an Auto LoanDesired Settlement: I want a FULL report of ALL transactions EVER processed on my account. I want a letter from them stating that they COMPLY with the fair credit act.

Business

Response:

Dear Ms. [redacted], I am writing in reference to your submission with the Revdex.com regarding your Capital One Auto Finance account ending [redacted]. This matter was forwarded to Capital One for research and response. We apologize for any delay you may have encountered in obtaining a resolution to your concerns. After a thorough review of your account and the conversations between you and our Capital One Auto Finance Customer Service agents in February and March of this year, we have confirmed that your request has been resolved, as of March 11, 2015. Although the issue was corrected, we also confirmed that our agent regrettably provided some inaccurate information when speaking with you on February 19, 2015. The agent incorrectly informed you that you would be able to send in a payment with a letter to state that you wished for the payment to be applied as principal only. If you would like to make a principal only payment, your account must be current and you must execute this payment online or by telephone with one of our agents. If there are other payments that you intended to be principal only payments, please contact us so that we can further discuss your concern. We regret any inconvenience this may have caused you. If you have questions regarding your account, please contact Capital One Auto Finance Customer Service at [redacted]. If you have any questions regarding this response, I can be reached at [redacted]. Sincerely, [redacted] Office of the President, Financial Services Capital One

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.

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:

Dear [redacted], I am responding to a request filed with the Revdex.com (Revdex.com) asking that we remove the past due reporting from your credit profile. I appreciate the opportunity to assist with your concerns. This letter will serve as confirmation of what we discussed by phone on June 4, 2015. We understand you would like us to modify the information we reported about your account. Our records show that your account was reported as 30 days past due in March 2015, due to non-receipt of payment. I understand that you mailed a check to Capital One that was neither received nor cashed. The decision was made to send a request to the CRAs to remove the derogatory payment history reporting from your credit profile. The confirmation number for the update is: [redacted]. Please allow the CRAs up to 60 days to update this information in your credit profile. We apologize for any inconvenience this may have caused you. When we spoke on June 1, 2015, we confirmed the method which you were currently receiving statements. We also confirmed that you have received all other statements after the missed March statement cycle. Thank you for providing feedback about our associates. We do strive to provide excellent customer service on all of our calls or through chat services, and will use this feedback to make servicing better in the future. Once again, we apologize for any inconvenience this may have caused to you. If you have any additional questions or concerns, please give me a call at [redacted], Monday through Friday from 9 a.m. to 5:30 p.m. ET. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I made a payment for the full amount of my credit card balance. I was shocked to see the next day that two payments were taken from my account instead. They are claiming it was for an automatic payment, however if it was the amount would have been zero because I previously had made a payment for this month. The estimated minimum payment was $0, so I am confused on who authorized this company to take $108 from my account and use it as a credit. leaving me with a credit for $108.

I have other bills to pay and capital one is taking unauthorized random amounts of money from accounts and taking advantage of automatic bill pay.My complaint concerns: a Credit CardDesired Settlement: For my money to be returned but also for their automatic bill pay to be secure.

Business

Response:

Dear [redacted], I am writing in response to concerns you filed with the Revdex.com (Revdex.com) about the recent payment activity on your account. I appreciate the opportunity to review and respond to your concerns. On June 22, 2015, we returned the automatic payment of $108.00 to the checking account from which the payment originated. I am sorry for any inconvenience this situation may have caused. Please allow me to explain further. Our records show on June 4, 2015, an automatic payment of $108.00 was submitted through our website to be debited from your bank account on June 10, 2015. On June 10, 2015, an additional payment was submitted through our mobile application in the amount of $276.55. When setting up an automatic payment, the system begins processing that payment three days prior to the payment being applied to your account. It cannot be canceled or altered during that time, even if you make an additional payment to bring the account balance to zero during the three-day processing window. On June 11, 2015, all future automatic payments were cancelled at your request. If at any time you would like to enroll in automatic payments again, you may visit our website, www.capitalone.com. If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 9:30 a.m. to 6 p.m. ET. When contacting me, please be sure to have the following six digit telephone PIN number available: [redacted]. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I've been a capital one credit card holder since 2011 and when I make purchases I've never had a problem until today 06/21/2015 I have 44.48 in available credit and my card was declined for a 14.00 transaction I called capital one to find the problem out the representative stated that my bill was due on 06/15/2015 and I was declined until they received a payment I've always used my card if available credit was on the card and why was it so different now I believe I'm being unfairly treated and was never made aware of this new so called rule so I will like to make a formal complaint that capital one will not allow me to o use my card without making a payment and I have available crediMy complaint concerns: a Credit CardDesired Settlement: I would like to know what will be done to resolve this matter

Business

Response:

Dear [redacted], I’m reaching out to you about the concern you sent to the Revdex.com (Revdex.com), regarding a transaction decline while having available credit. I’m sorry for the inconvenience this may have caused you, let me share some information with you. Our records show on June 21, 2015, you attempted to use the account to make a purchase at [redacted] #38701 for $14.83. This transaction was declined as we didn’t receive your payment in the amount of $25.00, which was due on June 14, 2015. When your account is past due, even if you have available credit, you will be declined for charges at the point of purchase. On June 26, 2015, we received your payment in the amount of $55.52. This payment was sufficient to bring your account to a current status and the suspension has been lifted. If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Review: I am trying to close down 2 Certificates of Deposits that I have with Capital One. I spend part of the year in Italy (now) and part of the year in PA.. When I contacted the bank in early MAY. to ask how to close down these accounts, since I am not able to come into the branch, I was told to send a letter with notarized signatures requesting these accounts be closed to the King Street Branch. I have been informed by the bank (through numerous long distance phone calls) that as of June 1st they have received the request and are "Processing" the request.They originally told me there was a problem with the address, which is my PA address of record and the address that I receive bank statements and tax documents from them. I have assured them that there is someone at that address (my mom). So there is no danger In sending documents to my address of record. I have spent hours and lots of money on long distance phone calls and driving to the U.S. Embassy to get notarized signatures required by,the bank.I don't understand the delay and want my money as soon as possible.Anything you can do to speed this process along would be appreciated!!Desired Settlement: Close out of my 2 remaining Certificates of Deposit. checks mailed to my address of record with the bank: [redacted]

Business

Response:

Dear Ms. [redacted]: We are writing in response to the complaint that you filed with the Revdex.com (Revdex.com) requesting we close your two Certificate of Deposit accounts ending in [redacted] and [redacted]. As of July 17, 2015, the two above referenced accounts have been closed and cashier’s checks in the amounts of $58,215.84 and $28,953.27 have been issued and shipped to the address on this letter. We regret the delay in processing your request and we apologize for any inconvenience. If you have any additional questions, please contact us at 1-800-655-BANK (2265). Associates are available Sunday-Saturday 7 a.m.-11 p.m. EST, 6 a.m.-10 p.m. CST. Sincerely, [redacted], on behalf of Capital One

Capital one was great at first until they closed my account because of a misunderstanding they had on their part! I called to get a credit increase and as they approved my credit increase of 500, the representative CLOSED my account by mistake! In result of that closure my credit score dropped 40 points hindering me from buying a house! I spoke to Capital One numerous times where each time they stated they would resolve the matter and would request for the credit bureau to delete my account so that it would show as a closed account (since that is what lowered my score) however, nothing has been done yet and I keep getting the run around. I am vey dissatisfied with how their company is handling this situation especially when it is something that was done wrong on their part!

Horrible customer service. Repeatedly lied to by multiple people. Refused to give me any identifying information such as an employee number and refused to transfer me to supervisor. Closing my accounts because there's obviously nothing I can do. Don't know why I'm even bothering with this, the fact that they have an A+ rating tells me how corrupt the Revdex.com is anyway. They have the lowest rating on every consumer website there is.

So me and my wife are on the auto loan for capital one, and she had to file chapter 13 bankruptcy. As she is doing this payments are STILL being made to capital one. After my wife is told by the attorney that she needs to file the chapter 7 instead she has the chapter 13 closed. During the process the attorney says to continue making FULL payments to capital one to which we were. No notice not even a call was given and capital one had MY car repossessed! I'm the one who works hard AND pays my payments. In the process of three major phone calls threw capital one we are only told we have 10 days to come up with $2200 and whatever the repo lot daily charges there are to get the car back. Today the second day I went to get my possessions and was told that the car does not even stay on lot for the whole 10 days! In fact today is Thursday and I'm in Va and he tells me more than likely it will be sent to NC on Monday DAY 5!!!!!! For auto auction prep! I have contacted my attorney and he did warn me of shady company's and capital one from multi sources is WELL known to be the shady type of company!!! Businesses like this should NOT be allowed around! Something needs to be done pronto to stop this company from praying on innocent people!!!!

I've had capital one credit card for a couple months now. Everything was good in the beginning till it got harder to pay my balances off. I work full time and take care of bills and other things at home. I have used the capital one app for my billing payments so I can keep up with them. But as of lately I've tried canceling payments and the app would not let me cancel them. I tried canceling a payment I had made before and it was at maybe 4-5 in the am. So I know the payment hasn't been processed yet and I would be able to cancel it. So it wouldn't mess with my checking account I have with my bank. The app wouldn't let me cancel the payment saying that that there were technical problems. And that I had to call them. So I did and the representative was no help. They didn't listen to me. He kept going off topic trying to buy time. As I told him my reason for calling. Then all of sudden tells me to give me a second and goes to try and cancel it. Then he tells me he can't cancel it and that he is sorry. I was livid because the whole time your holding me up the payment could have been canceled. And I know it could have been canceled because I've done it before. I make payments every week so I can keep up with it. He kept apologizing but apologizing doesn't help me when this is gonna mess with my bank account. So I'm done with capital one. Cause it's been more then a few times they did this. I've had more luck fixing my scheduled payments with my [redacted] credit card.

I over paid by a thousand dollars on my credit card on 10-26-2015 On 10-27-2015 I requested a refund of the overpayment. It is now 11-16-2015 and still no refundI have talked to several supervisors and all have said it will be taken care of. my last two calls resulted in no check sent . money will be deposited directly into my checking account over night last call said it would take at least 5 business days to complete the transaction. I won't hold my breath on that one All this from a company that has a business motto that says "DO THE RIGHT THING". I thought it meant for the customer satisfaction but I was wrong silly me.