Capital One Financial Corporation

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: 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: 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: refusing to to refund deposit per websites information. Website says: Required Security Deposit

$49, $99 or $200 refundable deposit based on your creditworthiness. I was told by two different representatives of CapitalOne a secured deposit will be refunded once account is closed per chat.My complaint concerns: a Credit CardDesired Settlement: Honor the information on their website or correct it.

Business

Response:

Dear [redacted]I am reaching out to you about your recent concerns filed with the Revdex.com(Revdex.com) regarding your request for a refund of your security deposit.Your account was opened on November 12, 2014, after we received your request for credit. Perthe terms and conditions of your account, we required a security deposit upon opening theaccount. We received your deposits in the amount of $180.00 on November 4, 2014, $80.00 onJanuary 7, 2015, and $20.00 on September 12, 2015. We understand you would like yourdeposits in the amount of $280.00 refunded. However, since this is a secured card, we can onlyrefund your security deposit after your account has been closed. If your account has a balance,the funds from your security deposit will be applied to the balance owed on the account and anyremaining balance will be sent to you after two billing cycles. Please keep in mind that yoursecured [redacted] can help strengthen your credit. When you make on-time payments, yourpositive credit history stays on your credit report for up to 10 years.If you have questions or concerns, please give me a call at [redacted] Monday throughFriday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following sixdigit phone PIN available: [redacted]. I’m glad to help any way I can.Sincerely[redacted]

Consumer

Response:

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

Capital One still is not agreeing to thier advertisement. As I told the representatives I am not talking about my current credit card but the credit card and terms advertised. Please see below:Required Security Deposit

$49, $99 or $200 refundable deposit based on your creditworthiness As you can see below it states the security deposit will be refunded not when you close your account but when you are credit worthiness,

Regards,

Review: I feel that I am being taken advantage of by Capital One Auto. There are numerous miscellaneous fees on my account that do not add up. I don't understand how I am over 30 days late on my account when I have been making payments every month. Every attempt I have made via email, phone and mail to get answers has been unsuccessful.My complaint concerns: an Auto LoanDesired Settlement: I would like a FULL explanation of the charges, broken down and the late/unnecessary charges removed.

Business

Response:

Dear Ms. [redacted],We have reviewed the situation you explained to the Revdex.com and wantto address your concerns.After a thorough review of our records, we have confirmed that the fees we assessed onyour account are accurate. Your payment transaction history indicates that youaccumulated $198.33 in late fees. After we waived $23.31 as a courtesy, you have a latefee balance of $175.02. In addition, your account also has a $390.00 repossession fee,which was assessed on April 10, 2014, as a result of your March 16, 2014,repossession. While these fees will need to be paid before we release your title, they willnot accrue interest or cause your account to be reported delinquent.In regards to your account status, we have confirmed that all payments wereappropriately applied to the account based upon the original terms of the contract andthe dates we received the payment. A review of our records indicates your account firstbecame delinquent because you did not make your November 2014 payment untilDecember 5, 2014. As a result of this, and other delinquent payments, your account is83 days past due for your October 14, 2015, payment.For your convenience, we have enclosed the payment transaction history for thisaccount. The transaction history identifies the dates and amounts of all payments wehave received, as well as all fees assessed on the account. It also shows the allocationof each payment to principal, interest and fees.As a result of our investigation Capital One respectfully declines your request to removevalid late fees from your account.While Capital One has found no errors in our handling of your account, we may be ableto offer assistance with bringing your account current. In order to so please contact ourCustomer Care Department at [redacted] to discuss possible payment options.If you have additional questions, I can be reached at [redacted]Sincerely,[redacted]

Review: My card went on a restriction term due to not being able to pay a while back. I then paid 630 dollars thinking that I would be able to use that. They then told me there was nothing they could do to lift the restriction. I believe there is more they could have done and just didn't do it.My complaint concerns: a Credit CardDesired Settlement: I want the money I paid released for me to use on the credit card.

Business

Response:

I’m reaching out to you about your concerns sent to the Revdex.com (Revdex.com)regarding removing the restriction placed on your account. We take your concerns seriously,and we’re glad to share more information about this.We’ve reviewed your account and the restriction on the account will not be removed. I haveplaced credits on the account totaling $19.00 for the Annual Membership Fee (AMF) billed onJanuary 26, 2016, and a $26.57 miscellaneous credit (totaling $45.57) to bring your account to$0.00. These credits will appear on your February 2016 statement.Our records show that on November 25, 2015, we restricted your account for delinquentpayments. We received a $100.00 mobile payment on June 17, 2015, and no payment wasreceived until a debit card phone payment for $25.00 on January 5, 2016. In addition, wereceived a $630.00 mobile payment from you on February 13, 2016.We’ve also reviewed the call to our Collections Department on December 30, 2015, in which aPromise to Pay was set up for $25.00 by January 6, 2016. However, I confirmed that that theagent did not state that a payment of $630.00 would remove the restriction.If you have any questions or concerns, please give me a call at [redacted], Monday throughFriday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have thefollowing six digit phone PIN available: [redacted]. I am happy to help in any way that I can.Sincerely,

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: 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: My account has an annual membership fee which I asked to be waived. I was told over the phone that I would receive a credit within the next two to three business days. More than a week later the account was still showing a balance of $39.00 as the fee was not credited. I then sent (2) secure messages and was told that the account was not eligible for a fee credit unless the account status was closed. I sent a second message stating that obviously my business wasn't that important and to close the account. The second reply stated that I once again my account was reviewed and wasn't eligible for an account credit.

Through the automated system, I telephoned and closed account. I then asked for a supervisor and explained the situation. The supervisor re-opened the account and told me that the account would be credited in the next one to two business days.Desired Settlement: Train appropriate personnel and empower them to be able to credit accounts as necessary. The experience I received was poor and I don't want it repeated. Hopefully neither I nor other customers will have to endure this frustrating experience in the future.

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint about the service that you received when you contacted us regarding the annual membership fee on the account. I would like to try to help you with this.

I apologize 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. I've removed the annual membership fee from your account terms. In addition, I've credited your account for $[redacted], which will appear on your June 2014 billing statement.

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 find that this resolution to be more than satisfactory. I appreciated the two phone calls and the $** credit to my account.

I consider the issue resolved and closed.

Regards,

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: I scheduled a payment of 120 dollars to be paid on May 23rd 2013 to Capital One from my checking account. This morning May 28th 2013, I had to pay a bill in the amount of 202 dollars to [redacted]. When I checked to see which card I was going to use, I had enough money in my checking account and not enough on my credit cards, so I paid the bill with my checking account. About an hour later, I recieved an email alert saying that 120 dollars came out of my checking account paid to capital one. This trans action, will make my transaction that I did with my [redacted] card go over drawn. If they would have took the money out when I set up the payment back on the 23rd, I would have used my capital one card to make the payment and not have this issue.Desired Settlement: I need this money refunded today, so my bank account will not go over drawn. If my Bank account does go over drawn because of this issue then they need to pay the over draft fee as well, because when I called them, they first told me that there was nothing they can do, and then they said it would be a 3 day process before they can do anything about it.

Business

Response:

We have explained to our

customer the payment process, credited a $** cash advance fee, and advised that

the payment of $[redacted] returned for not being authorized.

Review: I recently needed to pay my [redacted] down so I could keep using the card to get a [redacted] rebate on my next big purchase. I was told I could pay at the store and the check would go through in a couple days. I called the [redacted] and was told my balance was back to zero. I then went to M[redacted] to make my purchase which was declined. So the next day I called a spoke to a live person who also stated my account was back to zero and I could use my card. I then went back to [redacted] for my purchase and was declined again. So I called the [redacted] once again and was transferred to someone who told me there is up to a 12 day hold on the card. What a joke.Desired Settlement: Speed up the process and give me my 13 % rebate......

Business

Response:

RESOLUTION - CALLED CUSTOMER AT HOME PHONE NUMBER - [redacted]

** ADVISED HIS PAYMENT POSTED AFTER HE FILED HIS COMPLAINT, AND THAT HE ONLY WENT TO Revdex.com OUT OF FRUSTRATION. ** AGREED ISSUE IS RESOLVED. CREDITED [redacted] AS CUSTOMER COURTESY. CUSTOMER IS SATISFIED WITH RESOLUTION.

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: 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 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: 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 Capitol One Services, Inc. a deposit to open a debit card account in December of 2012. I have also paid a membership fee. They have failed to activate my card. They have requested documents for proof of ownership of the account I sent the deposit from. I have faxed this information to them 3 times. The first two times they denied receiving it. The third time they said that they received the paperwork and would call me back within 24-48 hours. A month later I called and received the same reply, that they would process the paperwork and call me back in 24-48 hours. It has been another month and I've had no response other than automated billing notices. In the several phone calls I've made they said they would reverse the membership fee's that I've already paid, since I have not had access to my account. I have not received any money back, my card is still not active, and they are billing me for a yearly membership fee and adding late fees.Desired Settlement: I would like all deposits back and my account to be closed.

Business

Response:

Dear [redacted],

I've been attempting to contact you to discuss the complaint that was sent to the Revdex.com on January 8, 2014.

So that I may research your concerns, I need to verify your information for security reasons. Please give me a call at [redacted] and provide me with the following:

Your current address

The last 10 digits of your account number

The last four digits of your Social Security Number

Your date of birth

If you perfer, you may mail this information to the address above, or fax it to [redacted].

Once I receive this information from you, I can check into this. I am available Monday through Friday from 11 a.m. to 8 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.

I have provided Capitol One with my information 4 times and have had no resolution. I just end up wasting an hour of my time each time I address this concern with them.

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: 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: 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,