Capital One Financial Corporation

Review: Capital One fasley advertises they have a credit steps program for members who sign up for their secured card. However even after emailing CEO Richard Fairbank and speaking with the executive assistant's team I have not been provided with any information on how one is able to enroll in this program.

Today I spoke with Kim at extension [redacted] who basically said the system automatically enrolls clients, but wouldn't or couldn't give details on how the decision is made.

I took multiple hard credit inquries which lowered my credit score in order to apply for my secured card and my Quicksilver card. I make multiple on time payments each month so this is disappointing.

Compeitiors such as Citi offer secured card with a clear path on how to be enrolled in their credit repair programs.My complaint concerns: a Credit CardDesired Settlement: I want to be manually enrolled in the credit steps program and I would like my credit limit on my Quicksilver card increased to $1000 as I have already shown that my payment history is consisent. The low credit limit from my 2 cards dropped my credit score over 100 points. Raising the credit limit will help my score recover and show good faith from Capital One that they wish to keep me as a customer moving forward.

Business

Response:

Dear [redacted], The Revdex.com shared your concerns about your request for a credit limit increase and our Credit Steps program on your accounts. I'd like to share more information with you. Account ending in [redacted] This account was opened as a secured card on August 15, 2015. You requested a credit limit increase on September 28, 2015, and October 15, 2015, for this account. Under the terms of your account, secured credit cards are not eligible for our manual review process at this time. However, you may increase your credit line by increasing the amount of your security deposit, up to your maximum approved line of $3,000.00. Your credit line will increase by the amount of additional security deposit you submit. The deposit can be submitted online by visiting the Services page of your online account. Please note this option will no longer be available after January 19, 2016. Your Secured Card account may be eligible for a credit limit increase, which comes from an automatic review of your account, after your account has been open for six months. This review evaluates your payment history and standing of the account, as well as your overall credit history. Account reviews occur periodically on an ongoing basis. This review is not available upon request. We received your payment of $50.16 on August 27, 2015. This payment was applied to your September 2015 billing statement. We received six payments, totaling $481.79, that were applied to your October 2015 billing statement. These payments satisfied the minimum payment requirement of $25.00 due by October 3, 2015. We received two payments, totaling $338.50, which have applied to your November 2015 billing statement. These payments have satisfied the minimum payment requirement of $25.00 due by November 3, 2015. The Capital One Secured Card is designed to help you take control of your credit. Keep in mind, while using your card wisely can help you build your credit, not making your minimum payment on time each month can harm your credit. The account and Capital One's Credit Steps program are not a credit repair program. Account ending in [redacted] This account was opened as a Quicksilver One card on September 20, 2015. Your credit limit at the time of opening was $500.00 . Your account was enrolled in the Capital One Credit Steps program when your account was opened. Under the terms of this program your account may be eligible for a one time , systemic credit limit increase if you fulfill the following terms: • Activate and use the card within the first 5 months of opening • Make the first five monthly payments on time If these terms are met, you will receive a credit limit increase of $250.00, for a new credit limit of $750 .00, by the seventh billing statement. You requested a cred it limit increase on September 28 , 2015, and October 15, 2015. Both of your requests were declined because your account was too new. You also spoke with Kim in Executive Resolutions on October 15, 2015. She submitted a request to have your account manually reviewed for a credit limit increase on this day. Your request was declined based upon information contained in your credit profile. You may request a credit limit increase on our web site or our phone system. All credit limit increase requests are subject to credit review and approval. For this reason, I am unable to increase your credit limit to $1 ,000.00 without reviewing your credit profile and credit approval. We received three payments totaling $431.43 which were applied to your October 2015 billing statement. These payments satisfied the minimum payment requirement of $25.00. We have also received two payments totaling $636.32 which have applied to your November 2015 billing statement. These payments satisfied the minimum payment requirement of $25.00 due by November 15, 2015. I have confirmed that we placed a hard inquiry on your credit profile for both of your accounts when you applied for credit with us. You were advised of this at the time of application. Hard inquiries are standard inquiries which allow us to evaluate your credits status when you apply for credit. We initiate standard inquiries on applicants for credit to get more detailed information on them . These inquiries may affect your credit score. Capital One reports accounts to the Credit Reporting Agencies (CRAs) on a monthly basis. I have confirmed that we are reporting your accounts correctly as open with no past dues. If you have any questions about how this may affect your credit file, please contact the agencies directly. Experian Equifax TransUnion lnnovis P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 All en, TX 75013 Atlanta , GA 30374 P.O. Box 2000 Columbus, OH 888-397-37 42 800·685-1111 Chester, PA 19022 43216 www.experian.com www.equifax.com 800-888-4213 800-540-2505 www.transunion.com www.innovis.com In case it's helpful, I've enclosed copies of your available billing statements, cardmember agreements, and our credit limit increase responses for your review. If you have any questions, please call me at 800-955-1455, 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'll be happy to help. Sincerely, [redacted], on behalf of Capital One

Review: My name is [redacted], I applied for two Capital One credit cards November 2014, I was approved both credit cards had a limit of $300 dollars each. I misplaced both Capital One credit cards in my house by error, as of September 2015, I was cleaning my house and I located both Capital One credit cards still attached to the paper that they were mailed on, I had never had the opportunity to activate the two Capital One Credit Cards until September 2015, when I dial the activation number, Capital One Fraud Department representative came on the line and said these two Capital One Credit Cards were closed due to fraud. 10-08-15, I mailed Capital One a copy of my Arizona Identification card, a copy of my Social Security Card, a copy of my Birth certificate, a copy of my Epcor Water bill with my name on it. A lady name Kaya, from Capital One Corporate office telephoned me on October 8, 2015 requesting these documents I faxed and I mailed Capital One Corporate Office these sensitive documents to verify my identity, now Capital One cannot locate my Social Security card copy, cannot locate my birth certificate copy cannot locate copy of my Epcor Water bill copy, I was on Capital One this is a LEGIMATE COMPLAINT Capital One is being negligent and FRAUDULENT, regarding their actions towards me this is fraud on the part of Capital One, I will me reporting Capital One to Consumer Financial Protection Bureau and to my State Senator John MCCain and I have reported Capital One to Arizona Office of the Attorney General this is fraudulent the way Capital One is handling this situation this is a serious matter that needs to be brought to the attention of goverment agencies.Desired Settlement: Capital One should reactivate my two Capital One credit cards with a $300 dollar limit, I did nothing wrong to deserve this type of Fraudulent treatment from Capital One, I have reported Capita One to Consumer Financial Protection Agency, Arizona Office of the Attorney General, my State Congressman John McCain, Capital One has been Fraudulent and Negligent. I request that my two Capital One Credit Cards be reinstated and activated immediately, I have done nothing wrong I provided Capital One with copies of my birth certfication, social security card, Arizona Identification card, copy of a utility bill, Arizona Water Company Epcor Water bill with my name on it I have proven that I am [redacted] this is fraud on the part of Capital One

Business

Response:

Dear [redacted], I’m reaching out to you about the concern you sent to the Revdex.com (Revdex.com) regarding reopening your accounts. We would like to share some information with you. We apologize for the frustration that this has caused. We understand you would like us to reopen your accounts. On November 29, 2014, your account ending in [redacted] was closed. On December 5, 2014, your account ending in [redacted] was also closed. We have reviewed both accounts, and have found that our Fraud Department has closed these accounts for security reasons. We’ve confirmed that we have closed these accounts accurately. Our Fraud Department has not received any documentation regarding your identification. You may resubmit your identification information, or ask any questions regarding the account closures, by contacting our Fraud Department. The Fraud Department can be reached at 800·-239-7054. Agents are available 24 hours a day, 7 days a week.If you have any questions or concerns, please give me a call at 800-955-1455 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

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: I have on several occasions reached out to Capital One to dispute a credit inquiry on all 3 credit reports. Last year around October Capital One reported an inquiry that I did not authorize or solicit. I have called and been given various numbers and have been transferred from credit department to loan origination. After countless hours on the phone yesterday the rep named Roberto searched by name, address, and lastly my social security number He kept assuring me that the line is recorded and that sensitive information like my social security number is protected. He could not find an application EVER submitted in my name or with my information and soon transferred me to a rep named Tracy who advised I report it to the fraud department she transferred me and I was on hold for 38 minutes. I NEVER solicited any product offered by Capital One. Last year I reported the same issue a rep from headquarters named Brian called me and said He would investigate and return my call....I am still waiting.My complaint concerns: OtherDesired Settlement: Please remove the unauthorized inquiry. I NEVER initiated any application and all the reps that I spoke to Roberto, Tracy, Charlie and Brian confirmed there is NO application ever submitted by me online, paper or phone.

Business

Response:

Dear [redacted], This letter is in follow up to your concern sent to the Revdex.com (Revdex.com) about information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and Experian. I have some information I’d like to share with you. On October 22, 2015, we sent a request to the (CRAs) asking them to remove the hard inquiry associated with the fraudulent application. The CRAs will determine how this update is reflected in your credit file. If they’re unable to remove the inquiry completely, they may change it to a soft inquiry. Soft inquiries do not have any impact on your credit score. It may take the agencies up to 60 days to update their records. If you have any additional questions or concerns, please call me at 800-955-1455, Monday through Friday from 9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m glad to help any way I can. Sincerely,[redacted], on behalf of Capital One

Review: Recently my [redacted] card was changed to Capital One. After the change, I immediately had trouble logging into the new Capital One website as I was accustomed to using the [redacted] website. I also purchased a home and moved within this timeframe. I received no statements, could not change address online and a payment must have been delayed and recorded as late on my credit report. I have attempted to contact Capital One several times via [redacted] but my requests are rebuffed with a response that leads me to believe that no one even read the letters I wrote before responding. I have been a customer with [redacted] since February 2006 and would be glad to remain a customer but I don't think that will be possible if they can't help me out with this misunderstanding.Desired Settlement: Removal of late payments with all applicable credit agencies.

Business

Response:

Dear [redacted],

I am writing to you regarding the complaint you sent to the Revdex.com regarding the information we have reported to the Consumer Reporting Agency, [redacted].

We recognize that you're upset about this we have submitted a request that the past due payments reported to [redacted] in the months of August and September 2013 have been updated to show as current. Please allow up to 90 days for this change to be reflected on your credit profile.

We apologize if our previous responses did not fully address your concerns and that you were having difficulty with your online account and unable to sign on. In the future if you need assistance with your online account please feel free to contact our [redacted] at [redacted]; they are available 24 hours a day.

Congratulations on your new home! My research shows there were some issues with mail being returned in August 2013, and the issue was corrected on August 21, 2013.

We value your business as our customer and look forward to many more years with you as our customer.

If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 10:30 a.m. to 7 p.m. PT. I'm glad to help any way I can.

Sincerely,

[redacted], On behalf of Capital One

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: This is stated to have been a credit card which I never had ever used. this account does not and has never belonged to me! this company opened up an account for someone and now wants me to pay for their error. [redacted].... $709. per credit reports reporting to all three bureaus. They have also sold this account to portfolio recovery knowing that it is not mine and in dispute not letting them know of this! Portfolio has all new information new account numbers, dates, balance etc... this is not and has never been my account. They do not own so they should recall or remove their tradeline from all three of my credit report.My complaint concerns: OtherDesired Settlement: removal of account [redacted]... from my credit report

or

proof of all credits, debits, ids used to open all information available

they have also sold this account to portfolio recovery knowing that it is not mine and in dispute not letting them know of this! ALONG WITH A GREAT BIG APOLOGY

Business

Response:

Dear [redacted], I’m reaching out to you about your complaint submitted to the Revdex.com (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 a call at [redacted] and provide me with the following: x The last 10 digits of your account number x The last four digits of your Social Security Number x Your date of birth Once I receive this information from you, I can check into this. If you have additional questions, please call me, Monday through Friday from 7 a.m. to 3:15 p.m., PT. I’m glad to help any way I can.Sincerely,[redacted], on behalf of Capital One

Review: I had the option to return a payment with capital one. I questioned a customer service representative and asked if it would affect my account in any negative way. They ensured me that it would not and when I requested a credit increase they said the reason I was denied was because of the returned funds. the whole reason I questioned the representative was because I had the option to not return the payment it was just a preference to have the payment returned. My account has been in good standing and this seems to be the only reason I was denied the credit increase. Furthermore, I called capital one and told them my issue. They said a statement would be sent to the back office on my behalf. I asked when would I get a response to my request. They informed my I might not get one at all. They failed to honor their claim of not affecting my account and stated I might not get a response to my inquiry.Desired Settlement: I would like my request to increase the limit on my card approved or rewards points equal to that increase added to my card. Either one is acceptable.

Business

Response:

Dear [redacted],
In follow up to our phone call about your complaint to the Revdex.com about your
credit limit.
Thank you for taking the time to speak with me to clarify your concerns about your account. I am
pleased to inform you that as of the date of this letter, we have increased your credit limit from
[redacted].
In addition, we are excited that you have accepted enrollment into the [redacted] rewards
program. As confirmation, please see the below information:
? Your account will be upgraded to a Capital One [redacted] (Platinum) card.
? You will receive [redacted] cash back on all net purchases within the next 7-10 business
days.
? By agreeing to these account changes, you will need to wait 6 months before you can
participate in any special offers from Capital One.
? Once accepted we will not be able to return your program to its prior terms.
? Should your account enter into a status other than open, active and in good standing
your account upgrade may not be fulfilled.
? A new card will be issued in 7-10 business days. Make sure to activate your new card
when you receive it.
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,

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 Paid my account in full on 10/21/13 and also called in to customer service right after the transaction and shut the account. I just got a letter in the mail saying that my account is past due for $6.23. I called customer service and said how this can't be right. She told me that this was interest and late fees so I said interest on a closed account that was paid in full and closed by her team member!! She wouldn't remove the fees so I told her that I wasn't paying them and I was contacting the Revdex.com. This is totally fraudulent and if they did this on a routine basis how much more money are they taking from people. I never liked Capital One and this account was taken over by them which is why it's now closed!!Desired Settlement: I want the account to show a zero balance and no negative info reported to my credit report. I PAID THE ACCOUNT IN FULL TO BEGIN WITH!!

Business

Response:

Re: Account ending in [redacted]

Capital One Case: [redacted]

Revdex.com, complaint #: [redacted]

Dear [redacted]

I’m reaching out to you about your complaint we received regarding the servicing of your Capital

One account.

On October 21, 2013, you paid the balance on your Capital One account, and requested the

account to be closed.

Our records show that on October 20, 2013, we fulfilled your request to close your account. You

made an online payment on October 21, 2013, for the amount of $599.49, which left a balance

of $3.19, which showed on your November 2013 statement. The December 2013 statement

showed a balance of $6.23, which we credited, as a one time goodwill courtesy.

Please accept this letter as a confirmation. Your account with Capital One is closed, and you

have no outstanding balance with us.

If you have additional questions, feel free to call me at [redacted], Monday through Friday

from 11:30 a.m. to 8:00 p.m. PT. I am glad to help any way I can.

Sincerely,

Capital One

cc: Revdex.com

Review: I have made two requests for Capital One to contact an alternate number in regards to the loan. The first [redacted] that stated that they change was made was named [redacted], the second being [redacted]. I have explained that with the loss of my stepfather, my mother does not need any more added stress. She authorized myself on the account so that I can speak on her behalf to answer any questions. [redacted] stated the request was made. They still 3-4 times daily call her and harass her wanting payment on the vehicle despite the payment already being sent out with no regard to hers and my request. Today I spoke with another [redacted] by the name of [redacted] who ignored my request and instead transferred me to a voicemail.Desired Settlement: Capital One is to honor the request that they promised and to change the phone number associated with the account and to only call AT MOST twice per week to check on the status.

Business

Response:

November 15, 2013

Revdex.com No.: [redacted]

Our Case No.: [redacted]

Dear[redacted],

I have reviewed the situation explained in your complaint to the Revdex.com and would like to address your concerns. [redacted], as an authorized party we are able to speak with you verbally as it relates to [redacted] Capital One Auto Finance loan; however, because you are not our legally contracted customer we can not make any changes to the account without her permission. Please have [redacted] call in or fax a request to [redacted], and we will place the account under cease and desist. Upon receipt we will cease contact via phone and correspond in writing only. Please understand that our calls are intended to keep you all aware of the status of the loan and to discuss possible solutions to resolve delinquency. The account is currently 46 days past due with a total amount due of $[redacted] (excluding late fees); of the 6 payments made 3 of them have been over 30 days past due. We regret any inconvenience this matter may have caused you. If you have additional questions

regarding this matter, please contact us at [redacted].

Sincerely,

[redacted]On behalf of Capital One

CC: Revdex.com

Review: I sent two money orders to pay for two separate credit cards. The last four digits of each card was written on the corresponding money order. The payment stub included with each statement was included with the appropriate money order. These two payments were sent in separate envelopes.

My complaint stems from the fact that Capital One Bank applied both payments to one account. Then I was charged a late fee on the account that a payment was not applied. This also caused my account history to show I was over limit and late. I submitted the appropriate payments for each account.

I accessed Capital One's online chat support to settle this dispute on July 11, 2015. I had to call Capital One's phone support to retrieve an account code during this chat encounter. After resetting the code, online chat support still could not access my account. The online chat did get my late fee to be reversed. My account still shows I have not made a payment on it, though.

In summary, my complaint is that I was treated to the usual big bank policy of trying to charge me extra fees and maximizing their gains on the interest of the account. The two payments I sent were well over the minimum. They were both applied to one account.My complaint concerns: a Credit CardDesired Settlement: Apply the appropriate payment to my other account. Show that I, in fact, paid my bill on time and was not over limit.

Business

Response:

Dear [redacted], I’m reaching out to you about the concern you sent to the Revdex.com (Revdex.com), regarding a misapplied payments. I’d like to thank you for bringing your concerns to our attention and for giving us the opportunity to address them. Our records show we received two payments on July 3, 2015, in the amount of $83.00 and $36.83. These payments posted to account ending in [redacted]. After further investigation, we have confirmed both payments were sent in separate envelopes, the payment remittance slips received were both for the account ending in [redacted], I have enclosed a copy for your records. On July 11, 2015, you communicated with our Chat Service Department, regarding the misapplied payments. The associate removed the $25.00 past due fee, during that same chat communication we were unable to verify your identity, and the chat communication ended before we can complete our verification process. During our phone conversation on July 22, 2015, we offered to move your $83.00 payment towards the account ending in [redacted], you respectfully declined. We show your next payment of $143.00 is due by August 9, 2015. We apologize for any inconvenience this may have caused, as a courtesy we issued a $50.00 credit towards your account ending in [redacted], this will reflect on your August 2015, billing statement. If you have any questions or concerns, please give me a call at 800-955-1445, 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: 858834. I am happy to help in any way that I can. Sincerely, [redacted], on behalf of Capital One

Consumer

Response:

I must apologize for my late response. Capital One responded to my complaint quickly and completely. I wish to indicate my total satisfaction with the representative that contacted me about my dispute. She insured all my concerns were addressed. She also made a resolution to this dispute in which both parties were satisfied. I would like my statement appended to my dispute. [redacted]

Review: disputed a fraudulent charge by [redacted] and they re billed me and capital one told me they would send me mail asking m e for documentation and what the vendor said so I can dispute it, they never sent anything and called them shortly after labor day just to be told im supposed to send all the documentation by the 8th and they would resend the mail out to me and said it would take 10-15 business days which wouldn't help me with the due date and refused to push it back and then claimed to say I would get it in the mail on the 5th or 6th which I haven't and now im forced to pay the fraudulent charge to keep my credit score high, despite the fact I can prove its a fake charge.Desired Settlement: full refund of $415.27

Business

Response:

Dear [redacted],

I'm reaching out to you about a concern brought to our attention on September 11, 2014, about the disputed transaction from [redacted] in the amount of $415.27.

Our record reflect on July 28, 2014, you initiated an online dispute and received a provisional credit on your account of $415.27. On August 18, 2014, your account was rebilled the amount of $415.27, as the merchant provided documentation to support the charge. At this time, we sent a letter to you with the supporting documents enclosed. In this letter, we requested a response from you by September 8, 2014. I've included these documents with this letter.

On September 4, 2014, you contacted us to inquire about the transaction being reapplied to your account. We informed you of the information we received from the merchant and explained why the charge was applied to your account. At this time you advised us that you had not received the documents. We assisted you by mailing the information again. Unfortunately, we were unable to extend the response date as the address we had on file was correct.

We did not receive a response from you by September 8, 2014, and consider this case closed. We have confirmed that the transaction in dispute is a valid charge which you are responsible for.

If you have any additional questions or concerns, please call me at [redacted], Monday through Friday from 10:30am to 7pm 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 was assured I would get the required documentation by September 5th or 6th in the mail, not September 111th which is 3 days after the due date to send in required documentation/. how is it my fault I was a victim of fraud not only by [redacted] but my own credit card company? not to mention their actions breached a contract with me by the dates I was told as to when I would see the paper work, not to mention this is negligence on their behalf. not even my signature with dish network and have solid proof to dispute it.

Regards,

Review: The online app automatically choose to take out a payment that wasn't authorized to be taken out. Support techs refused to fix the problem and cancel payment and supervisors also refused to fix or reverse charges claiming that they don't have any way to fix problem costing the account in over $200 in fees and charges. Very upset and took out of an account the wrong amounts that were given infact. Very in professional and supervisors didn't even know how to answer questions.Desired Settlement: Refund to bank account imeadiately and fix online application

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint about the service that you received when you contacted us regarding an error with our online banking system. I would like to try to help you with this.

This letter is confirmation of our conversation on June 24,2014.1 apologize again for any inconvenience that you have experienced in the interaction you had with Capital One. We are committed to providing superior quality service to all of our customers, and I regret this was not the case with your concern.

Our records show that a bank account ending in [redacted], for [redacted], was added online on May 14,2014. The same day, a payment for $60.00 was scheduled. In addition, on June 12, 2014, a bank account ending in [redacted], for [redacted], was added online, and a payment for $40.00 was scheduled. Our records show that both payments were authorized by you on the above referenced dates.

Additionally, we show that when the bank account ending in [redacted] was added to your online account, and the payment for $40.00 was scheduled, the system defaulted back to the bank account ending in [redacted]. After careful review, we are unable to honor your request to provide a refund to your bank account for fees accrued due to the payment for 940.00 being returned, as we have found no error with our online banking system that produced the issue. If you feel this information is incorrect, please contact me at the number below.

If you have additional questions, please call me 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

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 appeared]

As stated in your letter you said that the online application referred back to account that want supposed to be taken from. I w would suggest that to better serve your customers you fix problem. I stopped payment on the 40 but initially it was on the apps side. Also suggestions for Capital one call center employees have more training or better communication as employee A doesn't know anything and when the information is Given to employee b employee A never put information in.

Regards,

Review: I now reside in Wisconsin which is out of Capital One's footprint. I have made four phone calls to Capital One to attempt to redeem a certificate of deposit. I was (apparently) misdirected on the first three phone calls. The final phone call, Carla at the West Creek branch informed me that my only option to redeeming the CD was to write a letter, have it notarized and mail it to her. I offered to fax my ID to the branch but Carla refused. When pressed, Carla gave me the "option" of emailing the notarized letter to her. Capital One, as an international company, must have better processes in place for servicing out of footprint clients. They are essentially holding my money hostage.My complaint concerns: a Banking Account (Certificate of Deposit)Desired Settlement: I want Capital One to redeem my CD and mail me a check.

Business

Response:

Dear Ms. Wotapka: We are writing in response to the complaints that you filed with the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and the Revdex.com (Revdex.com), regarding your request to close your Certificate of Deposit (CD) account ending in [redacted]. As explained during our phone call on June 19, 2015, regrettably, we incorrectly advised that your CD would automatically redeem upon maturity, on June 11, 2015. We have provided coaching to the associates you spoke with to ensure similar situations do not occur in the future. On June 18, 2015, we closed your CD and mailed you a check in the amount of $1,061.67. We are glad we were able to accommodate your request without the need to visit a local branch. Again, we regret any inconvenience this matter has caused you. If you have any additional questions or concerns please contact me directly at [redacted] ext. [redacted]. I am happy to help in any way that I can. Sincerely, [redacted]

Review: I have had an account with Capital One now for over two years. I requested an increase and it was denied, this isn't the first time. Before, they said I didn't have enough credit history to allow me for a credit increase, then it was due to my income, while another instance left me perplexed, I had received a letter stating that my account was unable to be processed and therefore cannot be approved for an increase. Now as my most recent request "A credit limit increase on your account is currently not available upon request in order to review

account activity at assigned credit limits". This is absolutely ridiculous. I have established credit with all three bureaus above 730, a very well paying job and no missed or late payments, ever. I cannot get a representative to give me any clear cut answer, its always beating around the bush talk. I might also add that I have had a Discover account the same age and they gave me a $2000 increase just recently. All and any help will be greatly appreciated.

Thank YouDesired Settlement: A credit limit increase (a fair one at that)

Business

Response:

The credit limit increase request was approved.

Review: Dear Sir

Will you look into these statements & is there anything that you can do to help me with this company to get it paid off. I send them more than the payment is, but can't get it down. Soc Sec check does not go very far. Please see what you can do. I am getting old an don't want to have bills left for my family to pay. I have a sick daughter that uses the card for gas & phone each month but it should show some money some where on my part. Please see if you can help. Thank you.Desired Settlement: Please see if you can help.

Business

Response:

Our customer is requesting assistance with the balance on the account. Our research

shows that a long term payment plan on the account has been offered to the customer.

We have confirmed the details of the payment plan with the customer. She states she

has accepted this plan. Customer was satisfied with the resolution.

Review: I have repeatedly called Capitol One for two months to resolve an issue I have had with them to actually rectify the situation but they have not been contacting me at all. I am at a loss for how to fix this issue and find out how to pay a debt I am only learning of now.

Product_Or_Service: Credit cardDesired Settlement: DesiredSettlementID: Other (requires explanation)

I need them to tell me how much I owe and how to pay it in the quickest manner.

Business

Response:

Dear [redacted],

Your recent correspondence through the Revdex.com has been forwarded to my attention for review. As part of The Executive Response Committee, part of my role is to investigate, and respond to, complaints of this nature on behalf of Capital One Bank (Canada Branch). I appreciate the opportunity of addressing your concern.

You state you have been attempting resolve an outstanding debt with Capital One, however have been unsuccessful in receiving any assistance regarding this matter.

I have sent you concern to our contact with the credit bureaus who have responded stating that the account is currently being handled by [redacted], and you are able to contact them directly at [redacted] for up to date balance details.

They may be able to offer a settlement arrangement or a possible payment plan to best suit your budget. Capital One apologizes for any inconvenience this may have caused you.

If you remain unsatisfied with the resolutions of this matter, you may contact The Office of the Capital One Ombudsman for Capital One Bank (Canada Branch). It is important to note that the Ombudsman does not review matters of general policy.

Regards,

Executive Response Committee

Capital One Bank (Canada Branch)

Review: This company is reporting my account as charged off as bad debt when I specifically agreed to the settlement because they said they were not going to report it as charged off as bad debt. They were going to report it as paid. When I was experiencing financial hardship I started defaulting in this account because I was advised by Capital One to do that in order to help me for a payment plan because supposedly they couldn't provide me with a payment plan if the account was current. Then they didn't want to offer me with a payment plan once I had defaulted!!! Then there were may other irregularities, They gave me wrong information about when the account was going to charge off. They sold my account to a collection agency, then they recall it, when I contacted their executive I specifically told them that I would be accepting this settlement if they don't report the account as charged off as bad debt since this is what I was originally offered, please listen to the call that I had with the representative many times, I was VERY clear about this, and they said that they were going to comply to my request. Everything should be recorded. Also, the executive office sent me letters asking me to call them but they didn't include a phone number, then they gave me a number to call that they couldn't help to make the payments and I was then told that I had to call their office to be transfered everytime to make payments. All this wrong information has been given to me in writing and over the phone and should be document and there must be records of this.Desired Settlement: I want the way this account is reported to be corrected. Considering all the wrong information that they have given me over the phone and in writing I want this account to be deleted from my credit line. I started defaulting because they advised me to do it! my account charged off because they refused to help me with a payment plan, my account charged off because of the wrong information they gave me, and now this account is reporting as charged off as bad debt when they specifically agreed to this settlement and to report the account as paid( NOT CHARGED OFF). This account should not reflect a balance of $4,426 either, I ALSO asked them about that and they once again that the account will show as PAID. If they don't want to comply with my request I want all the information that I am requesting in writing: All letters that they have received from me for the last 3 years, all letters that they have sent me for the last 3 years. I want copies of all written communication we've had for the last 3 years. You will see the wrong information that I was provided in writing(including emails). I also want the calls that I have had with your representatives reviewed because it is unacceptable that they continue to provide wrong information to customers, which affects us. It seems this business did not act in good faith by providing me wrong information repeatedly. Please listen to the calls that I had with the representative that offer me this settlement, review the letters and emails they sent. This is not right! In an effort to act in good faith and own up for the misinformation they have repeatedly given me they should delete this account from my credit line. I don't know if this company has customer advocates... but if they don't they NEED IT.. because in my case I have been affected by the wrong information they have given me. I don't want this account to show in my credit report. They continue to affect my credit and provide me with wrong information

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint to the Revdex.com about information we've reported to the Consumer Reporting Agencies, like Equifax and Experian.

We understand you would like us to modify the information we reported about your account. Our records show that your account was settled in the amount of $3,621.62, with a payment plan of six monthly payments of $603.62. The final payment was received on December 20, 2013, per the agreement. We are reporting your account as a paid off charge off, settled. We've confirmed that we're reporting accurate information, and we are unable to change the information that we are reporting for this timeframe. I'm sorry if this isn't the outcome you were hoping for.

If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 10:30 am to 7 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.

They have not listened to the conversations I had with [redacted] who told me that this would not reflect as charged off. This is the reason why I accepted the offer. They should follow up on what they offer and not disclose partial information so that the customer accepts the offer. This is not right.. they should listen to the conversations I had with her... She told me that, otherwise I would not have accepted it.

Regards,

Review: On May 24, 2012 I was notified by [redacted] company that someone tried to use my name and social security number to apply for a credit card under my name. [redacted] was smart and did NOT approve the credit card. Based on this I requested my credit report online. The individual had also applied to [redacted] and Capital One for a credit card using my information. [redacted] also realized the attempt was fraud and did NOT approve the card. Capital One, however, was not smart enough to realize this, even though the year used for my date of birth was wrong by one year. I contacted Capital One on May 24, 2012 and told them the account was not mine and they told me they closed the account. I then called them a week later just to confirm the account was closed and the first agent I spoke to said the account was open. I asked why and they told me they verified the account with the phone number on the account. I told them that did not make sense to verify the account with the person who opened the fraudulent account. The next agent I spoke to told me that the account was closed. I requested my credit report again after that matter and since I did not see Capital One listed I thought everything had been resolved. Now, over a year later, I get a call from Capital One's legal department to set-up payment before they send it to collections. I told the person it was NOT my account and that it should have been taken care of over a year ago. The agent transferred me to their Fraud Department, and the agent there transferred me back to their collections department. I was being transferred from department to department with nobody trying to help me. On August 13, 2013 I went to my local Police Department in [redacted] to try to file a Police Report. The officer there told me they could not file any report with any information from Capital One, but Capital One has told me they can NOT release any information to me without a Police Report. On August 19, 2013 I left a message for [redacted], one of Capital One's Fraud Investigators at [redacted] x[redacted], and since then [redacted] has NOT had the courtesy to return my call. Also on August 19, 2013 I spoke to a [redacted] in Capital One's Recovery Escalations Department. [redacted] reassured me that he would speak to the Fraud Department to help me get the matter resolved. On August 29, 2013, since I had not heard from both [redacted] and [redacted] I left them both another message and as of today, September 9, 2013 none of Capital One's representatives have returned my call to help me clear my name. I was told previously by [redacted] that the person had used the fraudulent credit card to get a cash advance at a [redacted]. Based on that I went to my local [redacted] and with the account number provided by Capital One the [redacted] representative was able to see that transaction for the cash advance in the amount of $3500.00. She was able to see the driver's license number recorded from the person for that transaction and after looking at my driver's license she verified that it did NOT match my driver's license number. I also left this on the machine for [redacted] at Capital One's fraud department, but he has not called me back to tell me anything. I do not understand why Capital One is NOT willing to help me. Clearly Capital One can reach out to [redacted] and request the details from the transaction and use this to clear my name. Capital One seems to be willing to give anyone a credit card without first verifying the information, and then when it turns out to be a fraudulent account they want to give the victim a hard time. When I first told them that the date of birth that was used was incorrect, instead of using that to help clear my name, they instead got my correct date of birth from me and used that to update their records. I am reaching out to the Revdex.com in hopes that you will be able to help me resolve this matter with Capital One. I have never had an account with Capital One and based on their incompetence I never plan on opening an account with them. Thank you very much for your time.Desired Settlement: I would like Capital One to remove this Credit Card information from my Social Security number and name. Someone used my name and Social Security number to open up a credit card with Capital One, and due to Capital One's carelessness the approved the fraudulent account. I would like this matter resolved immediately by Capital One and I want a letter from Capital One stating that everything has been removed from my name and Social Security number.

Business

Response:

We confirmed the account in questions was opened fraudulently and have sent a request to remove the account from the customer's credit file.

Review: I had 2 credit cards with [redacted] for years. Upon losing my job, I got behind on payments. [redacted] sent me an offer to pay each card off at a reduced amount. I accepted this offer and send this in promptly. During this time, [redacted] merged with Capital One Bank. I continued to receive statements from Capital One months after I sent in these payments. Upon calling Capital One, I was told by the representative not to worry, and that my payments had been received, the accounts had been paid off, and that they would report this to the credir bureaus immediately. She also told me that because of the merger, that the processes was slower than usual. 3 months later, I was still receiving statemebnts telling me I had a balance due. I again called Capital One, and this time, they told me that the settlement wasnt received in time. I asked them to look at my previous records of my calls and that they would see that they had received it in time. They refused to assist me further in this matter. I called, wrote them, send in paperwork I had, and also filed a complaint with the [redacted]. I have also requested copies of my telephone call records from Capital One, so I could prove that this matter is incorrect. They refused to release those as well.Desired Settlement: I would olike these credit cards reported as paid to the credit bureaus (as they told me they would do). I would also like these accounts closed and marked as paid (as they told me they were).

Business

Response:

We have confirmed the customer's accounts are reflecting as settled.

Review: My husband and I purchased tickets for a football game through a third party. The game was cancelled due to weather issues. I contacted the third party and inquired about receiving a refund. They agreed and said it would take a few days. After a week or so of not seeing the refund in my capital one account we contacted the third party and they said that on September 10, 2015 the refund was sent to capital one. They said we should contact our bank because apparently they were holding the refund. We did that and capital one said they had never received the refund and that we should contact the third party again. The third party insisted we resolve the issue with capital one. Capital one said we should file a dispute transaction claim. Capital one gave us a provisional credit for $127. On December 14, 2015 capital one withdrew $127 from our account. We called and they said the third party had sent them documentation stating they do not give refunds due to inclement weather. I then called the third party and they said that's an absolute lie! I have multiple emails from the third party stating that yes we would be receiving a refund. According to capital one there is nothing else for them to do. We've sent them more paperwork showing the refund the third party sent to them. Now we are just waiting. We have bills and that money is intended for those bills. We are very dissatisfied!Desired Settlement: I'd like capital one to put the $127 back into our account. As I stated that money is for bills and its money we worked hard for.

Business

Response:

Dear Ms. [redacted]:We reviewed the concerns you expressed to the Revdex.com (Revdex.com) regarding arecent debit card transaction dispute and wanted to follow up with you.We confirmed that your account ending in [redacted] was debited for the amount of $127.70 on May15 by [redacted] Stadium Tix. A claim was filed on October 7 to dispute the transaction; however,during the investigation we received written confirmation from the merchant stating that all salesare final and non-refundable. As a result, the temporary credit that was placed in your accounton October 8 was reversed on December 14.We also confirmed that the documents you submitted from the merchant do not match thetransaction that was disputed. The documentation you sent shows a transaction for $132.79 onDecember 21, 2014 from [redacted] and the last four digits of the card used does not match aCapital One debit card. The transaction you disputed with us was for the amount of $127.70 onMay 14, 2015 from [redacted] Stadium Tix.Based on the above, we respectfully decline your request for reimbursement. We recommendthat you contact the merchant to obtain additional refund options.If you have any additional questions on this, please reach out to us at [redacted]Associates are available Sunday-Saturday 7 a.m.-11p.m. EST, 6 a.m.-10 p.m. CST.Sincerely,[redacted]

Review: Six months ago I address the same issue with Capital One and again it is an issue. They stated they report to the credit bureaus each month, however [redacted] which is their preferred credit agency states that C1 has not report on my credit history since June 2014. When I tried to address the issue C1 stated the would direct me to the credit department. In turn I received a email stating nothing has change with my credit report. However, how would they know since they haven't reported me in seven months? N/R on a credit report from transunion means not reporting. If I had been late they would have reported me each month. They have report that I am paying on time. When I try to send a secure message to get help I am told that they can not locate my account even though I am physically log into my account in order to send a secure message. This has occurred four time in the last three days of trying to get someone to simply help me resolve this on going issue. There credit tracker which is run my transunion is suppose to be a selling point but that is also inaccurate.Complaint concerns: a Credit CardDesired Settlement: I would like someone to address the issue and speak to [redacted] directly if need be to get this straighten out. I want them to report on my pay history for the last seven months. Just as if they are expected to report negative behavior they should be reporting positive also. I would like once this has been corrected that I receive something in writing stating that this has been resolved. I would also like to know what is going to be down to correct this issue from happening again.

Business

Response:

Dear [redacted], I am writing in response to your complaint filed with the Revdex.com (Revdex.com) about the above account reporting to your credit profile. I attempted to speak with you by phone about your concerns; however, I was unable to speak with you. I appreciate the opportunity to review and respond to your concerns. From your complaint, I understand that the above account is not showing on your [redacted] credit file. I have confirmed that we are reporting information on your account status, balance and payment history to [redacted] each month. Capital One is responsible for reporting accurate information to the Consumer Reporting Agencies; however, we do not have control over what the agencies do with this information. While verifying this information, we found that there is a dispute code on the account with [redacted]. If you would like to have this dispute code removed, you can contact [redacted] directly at [redacted]. If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 4 p.m. ET. 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.

,The issue isn't that you have never reported me, the issue is that you have reported me since Oct 2014. That was confirmed by [redacted]. They have stated that the creditor which is you, Capital One needs to contact them to correct the problem.I re-ran my credit report and it still has not been fixed. I can not coordinate your business dealing with [redacted], I have been told by Capital One several times that you report each month.However, [redacted] is stating that is not being done. Someone needs to physically make a phone call to [redacted] and get this problem fixed. Its unfair that how far this has to go to get resolved.

Regards,