Capital One Financial Corporation

Review: On 10/02/15 I made a payment to Capital One in the amount of $25 and received confirmation that this was paid. On Monday 10/5/15 I was told the money was never taken from my account right away and now there are insufficient funds, however I still have confirmation that this was paid. I called and spoke with several reps who stumbled over every possible excuse as to why the money was not taken out, even though I have confirmation that it was. I am willing to pay every cent other than the $25 that they now say I still owe because the money was not taken out right away even though my confirmation tells me otherwise. Capital One should be held responsible for the $25 as I have no control over their internal payment systemMy complaint concerns: a Credit CardDesired Settlement: To have the $25 removed from my statement

Business

Response:

Dear [redacted], I’m reaching out to you about your complaint to the Revdex.com (Revdex.com) about a payment made onto your account. We do take your concerns seriously and I have more information to share about this. As a courtesy, I have issued a credit in the amount of $25.00. You will see this adjustment on your October 2015 billing statement. Our records show a payment was scheduled on October 2, 2015, in the amount of $25.00 from your Capital One checking account ending in [redacted]. The payment posted on your account on the same day. Unfortunately, the funds did not deduct from your checking account on the same day, due to normal processing times for deducting funds. On October 6, 2015, the payment was returned due to insufficient funds. We sent you a letter dated October 14, 2015, advising you of this information. I have enclosed a copy for your records. Thank you for letting us know about your experience. We are always looking for ways to improve the level of service we provide and sincerely appreciate your feedback. If you have additional questions, please call me at [redacted], 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 am happy 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: Upon settlement of my account to resolve the debt owed to Capital One Bank, the derogatory credit information was not removed from my credit report. My understanding in July of 2012 when agreeing on a settlement, was that upon payment the derogatory account information was to be removed from credit report. I have been communication with the company for almost 6 months, written several letters and they have yet to remove the account information. Capital One Bank has failed to comply with the agreement and has caused significant damage to my credit and finances due to legal counsel on this matter. The company's noncompliance is unacceptable and a formal complaint is necessary for this matter to be resolved.Desired Settlement: Removal of the derogatory account history from my credit report

Business

Response:

Dear Sir/Madam:

Your complaint to the Revdex.com was forwarded to the attention of our Executive Office for response. We appreciate the opportunity to address your concerns.

Unfortunately, the limited information that was provided within the complaint is insufficient for us to address your concerns. However, I do want to assist you. In order to do so, additional information will be required.

So that I may appropriately address your concerns, please provide me with the name and address we have on file, full 16-digit account number, your date of birth, and the last 4 digits of your social security number within your mailed correspondence.

Your correspondence may be sent to me directly at the following address.:

Capital One

Attn: [redacted]

[redacted], [redacted]

If you have any questions, please feel free to contact me at [redacted]. I am available Monday through Friday from 8:30 AM until 4:30 PM Eastern Time.

Review: On July 8, 2013 I paid 351.00 to pay off my balance of 350.00 and odd change. On Sept 2013 I recieved an email regarding overdue charges so I called them and come to find out , they are charging me 43.14 for membership charge and 15.69 enterest which is a total of 58.83. I called them to see why they were charging me now a total of 99.00 and I told them I wanted to cancel my card but they still want me to pay the membership fee which I dont understand if im cancelling why are they charging me. I hope you can help me in this matter because I work hard for my money and I think this is wrongly being done.Desired Settlement: I would like them to close my account and leave my balance as it was on 00 when I paid my last balance.

Business

Response:

We waived the fees in question and advised the customer her balance is now

Review: My mother passed away in April 2013. She had a loan that was originally owned by [redacted] which was purchased by Capital One 360. Upon her passing I have provided Capital One 360 with a certified death certificate, notice of direction and a copy of the [redacted] (which my name appears on). I wish to refinance the property and not use Capital One 360 as it is not a primary residence. Since May 2013 I have paid a lawyer to open an estate which would give me a Letter of Administration and a Letter of Testamentary. This was done in July and sent to Capital One. I have made over 20 phone calls to check status of the paper work and something is always missing which is preventing me from getting payoff to this loan, which hinders my ability to use another financing institution to get a loan. Every time I call I must speak to a new person and describe the situation and every time something is “missing” that is required. This process takes over an hour EACH time that I call.

I feel Capital One is slowing this process down in order to keep making money from the mortgage of my deceased mother and is creating a hardship for meDesired Settlement: I want access to my mothers loan information (both house and equity loans) so that I may obtain a new loan from a different institution.

Business

Response:

Dear [redacted],

I have reviewed the situation that you explained to the Revdex.com ("Revdex.com") and want to address your concerns regarding [redacted] Capital One Mortgage. At this time of writing, this issue has been resolved.

First of all, we note that on May 10, 2013 you notified Capital One of the passing of your mother [redacted]. Please accept our condolences for your loss.

In your complaint, you state that Capital One refuses to provide you with a payoff statement for [redacted] Capital One Mortgage and Home Equity Line of Credit. You also state that you have repeatedly provided the documents required to release a payoff statement. In order to resolve your concerns, you request that we provide a payoff statement for both loan accounts.

We have taken this opportunity to review our records and have confirmed that all of the requested documents were not received until September 23, 2013. We received a copy of the death certificate and the quick claim deed on May 10, 2013. On several occasions you were notified via mail that we still needed a copy of the Letters of Testamentary or Letter of Administration. Please be advised that we were unable to provide you with a payoff statement without this documentation.

Upon receipt of the Letters of Testamentary on September 23, 2013, we mailed the Capital One Mortgage payoff statement on September 25, 2013 and Home Equity Line of Credit payoff statement on September 27, 2013. These statements were mailed to the address listed above. You should receive the letters within five to seven business days from those dates.

We thank you for taking the time to write us and appreciate the opportunity to address your concerns. If you have any additional questions or concerns, feel free to contact us at [redacted]. For your convenience, we are available from 8:00 am to 8:00 pm, seven days a week.

Sincerely,

[redacted] On behalf of Capital One

Review: I APPLIED FOR A CREDIT CARD ABOUT A YEAR AGO FROM CAPITAL ONE. THEY SENT A LETTER OF DENIAL. DEAL DONE - NOTHING. YESTERDAY, I RECEIVED A STATEMENT FROM CAPITAL ONE STATING THAT THE YEARLTY FEE WILL BE BILLED TO 'MY ACCOUNT' NEXT MONTH. I NEVER RECEIVED A CARD FROM THEM, NEVER ANYTHING IMPLYING THAT I WAS FINALLY APPROVED - NOTHING. MY WIFE CALLED THEM AND SAID 'SEEING AS HOW THERE IS NO ACCOUNT WITH THEM HOW CAN WE OWE THEM A FEE?" THEY WOULD NOT TALK WITH HER. SHE TOLD THEM THEY HAD NO CHANCE IN HELL THAT THEY WOULD GET ANY FEE AS THEY HAD DENIED US AND WE NEVER RECEIVED ANY CARD OF ANY TYPE.Desired Settlement: THERE IS NO FEE AS THERE WAS NEVER AN ACCOUNT ESTABLISHED.

Business

Response:

We removed the Annual Membership Fee from the account's terms.

Review: I have a Capital One credit card. Recently I switched to [redacted], but kept my Capital One Card for traveling. I had thought I had paid it off and didn't look at it online for 5 months. I log on and find I have around $100 in late fees. So I look back five months and find that a [redacted] I had bought for my wife hadn't been paid. It had racked up fees which I was willing to pay. But it had also hurt my credit score as I found out later when applying for a Car loan. My complaint is that I never received any communication from Capital One telling me that I had late payments. I did receive emails that my monthly statement was ready. But I receive those every month with or without anything on the card. I have an old [redacted] with 160,000 miles that I need to replace, but I can't because my credit history says too many deliquesces. I called customer support and explained my situation and that for the last 5 years I had paid my bill on time every month. They said there was nothing they could do to help. I received no letter or email telling me I had overdue payments, otherwise I would have dealt with this before it ruined my credit score.Desired Settlement: I want the "serious deliquesces" in my credit score fixed. You can keep your $100 in late fees. I just want to be able to get a loan.

Business

Response:

We explained that we are unable to change the information we report to the consumer reporting agencies and that we are required to report accurate information.

Review: I am in the process of trying to buy a house. While in the process the bank had to look at my credit report, needless to say because of this inaccurate account with Capital One Auto Fin. I can't buy my home right now. I looked through my files and I can't find an account with this company or account number. I have written to them at 45, 90 and 120 days and asked them to send me documentation of 100 % acceptance or approval of this account, to date they have not done so. At this point this being on my credit report is preventing me from buying a home. I have repeatedly disputed this and it still on my credit. I have even gone so far as to hire someone to help me fix my credit and it's still there. This has caused me a great deal of emotional distress and I would like it taken care of.Desired Settlement: I consider this defamation and want this removed from my three credit reports immediately.

Business

Response:

Dear [redacted],

We have received your recent submission to the Revdex.com and would like to address your concerns.

Attached with this response, please find a copy of a contract for the auto loan ending in [redacted], listing you as the borrower. Our records indicate that the loan originated on or about April 19, 2008, and that the vehicle was purchased from the [redacted] dealership. Should you feel that this information is incorrect, we would encourage you to contact the dealership for further assistance. As our records indicate that this loan is valid, we must respectfully decline your request to remove the loan from your credit bureau reporting.

If you have additional questions, please contact our Customer Service Department at [redacted]. If you have questions regarding this response, I can be reached at [redacted].

Sincerely,

[redacted]On behalf of Capital One

Review: I've been a loyal customer of capital one for well over 5 years. I have. Good credit score never miss a payment. They will not increase my credit limit from $300 for over 5 years ago. I have a friend with the same card had his for 2 years and has terrible credit and doesn't make much money. They increased his from 300 to now over 1200 in less then a year. I'm consistently trying to increase my credit score and having such a low credit limit never being increased actually henders me from improving my scores they have caused me to miss out on better interest rates and being able to finance things I have recently acquired another credit card from another company who in just 3 months increased my credit limit +300 without me even having to ask for it capital one is a joke yea they gave me my first line of credit but it has held me back ever sinceDesired Settlement: Would like to be treated like a valued customer after treating them good for so long never missing a payment or going over my limit

Business

Response:

Customer filed a Revdex.com complaint with a request for a credit limit increase. He states that Capital One has not increased his credit limit in the five years he has had the card, and having a low credit limit is hindering his ability to improve his score and miss out on low interests rates. I discovered the customer closed his account in early November; after informing the customer of his options over the phone, he decided to reopen the card and seek a credit line increase. I reopened the account and waived the annual membership fee in goodwill, and was able to obtain a credit line increase from $300 to $500. Resolved over the phone.

Review: I have been a loyal customer of CapitalOne for many years despite the repeated issues that this company kept putting before me. However, several days ago my account with them got blocked for unexplained reason. As I have called to find out the cause of this problem I was told that the 'Executive Response Team' needed to talk to me. I have actually requested to talk to them on several occasion over the course of the previous month, but my requests and voicemails that I've left have always been unanswered. I was also told that until I speak with someone from that department I won't be able to reactivate, nor close the account, nor withdraw my cash-back dollars. I have once again requested to receive the call from them, which hasn't happened over the course of the past 3 days, even though their claimed turn around time is 24-48 hours. There was, however, a change on my account: it is now listed as 'Closed' and the ~$6500 in cash-back points that have been accumulated on my account have disappeared.Desired Settlement: At the very least I would like to receive that promised phone call from whatever 'response team' I am supposed to receive it from. What I would also like is for CapitalOne to pay-out the cash-back dollars that I have accumulated on the account and which remained the main reason why I loyally continued to use this card despite the multitude of hurdles this company likes to impose on their customers. Ideally, I would like to have my account reopened, however that is not mandatory at all.

Business

Response:

[redacted]

January 15, 2014

Re: Account ending in [redacted]

Dear [redacted]

This letter is further to the letter issued on January 10, 2014 as well as your recent complaint filed with the Revdex.com.

In your complaint to the Revdex.com, you explained that your account had been closed by Capital One’s decision, but that your Rewards balance had not been redeemed. You also stated that you’d like to have your account re-opened, but that this was not necessary to the satisfaction of your complaint.

As explained in the letter of January 10, 2014 your account was closed in accordance with the Customer Agreement associated with your account. The decision to close your account was based on past and present interactions with Capital One staff, particularly in the Disputes department. It appeared upon review of your account history that you have received several months of service that did not meet your expectations – specifically, you have had multiple disputes transactions on your account at various points of time in which you refused to provide additional and supporting documentation pertaining to your disputed transactions. There were multiple reports that you had acted aggressively and abusively when dealing with staff at Capital One contact centres. As a gesture of goodwill, the current dispute items ($[redacted]) were credited to your account before closing. In addition, your Rewards balance was redeemed and that amount was applied to your account balance. As explained in the previous letter, this could take 5 to 7 business days. Upon a review of your account, we note that this amount posted to your account but that you had been in contact with the contact centre today and requested that the Rewards balance be sent to you by cheque. It appears this request has been fulfilled. The decision to keep this account closed will stand.

If you remain unsatisfied with this response, you may contact Capital One’s Office of the Ombudsman. It is important to note that this Office investigates complaints in accordance within its own mandate and terms of reference. This mandate does not include matters of general policy.

Mail: Office of the Capital One Ombudsman

E-mail: [redacted]

Fax: [redacted]

Regards,

Capital One Bank (Canada Branch)

Review: Customer Service Specialist was rude to me being a on time paying customer and they have restricted my account without my knowledge and have -$14.99 becuase have made payments on time and it conflicted with the balance.Desired Settlement: Would like account to be restotred and a full refund on the negative balance and that account be resolved do not want a negative effect on credit score

Business

Response:

Dear [redacted],

I’m reaching out to you about your concerns to the Revdex.com about the account

restriction.

Thank you for taking the time to express your concerns regarding the servicing of your account.

Capital One strives to satisfy our customers' expectations, and I sincerely apologize for the

frustration that you may have experienced regarding this matter.

Our records show that you contacted us on August 27, 2014, and at that time, we advised you

that the account ending in 6235 had been restricted permanently. The account restriction details

were not given over the phone, but we did send you a letter on August 27, 2014, advising you

that we permanently restricted your account from further use because you used an account to

pay your credit card bill that you were not authorized to use. I have included a copy of this letter

for your review. I confirmed that the agent you spoke to that day did advise you that your other

two accounts ending in 6492 and 4421 had not been restricted at that time. We stand by our

previous decision, and the account ending in 6235 will remain permanently restricted. We have

also made the decision to permanently restrict the account numbers ending in 6492 and 4421

from further use. Please update your information for these accounts for any recurring or

automatic payments.

You stated in your complaint that we owe you $14.99. I confirmed that we do not owe you any

money on any of the three accounts. I have also confirmed that we are reporting accurate

information on the above referenced accounts, and to date, we have not reported the accounts

as past due.

If you have additional 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:

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

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

Regards,

Review: I applied for the capital one card after my bankruptcy was discharged.

I have been faithfully paying my bill on time, with a four day grace period.

The first of January, I receive a bill that I was late with my payment. I called and said I had a four day grace period. I was told that I do not.

I emailed Capital One and they refuse to refund the $33.00

I talked to someone online and they worked to have the fee taken off.

They applied the same one and charged me again.Complaint concerns: a Credit CardDesired Settlement: Refund all the $99.00 in fees.

Give me a 4 day grace period, including weekends.

No other payments will be made until this is resolved.

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com Case: [redacted] Dear [redacted], I am reaching out regarding your complaint to the Revdex.com on January 27, 2015, about your payments, past due fees, and the grace period of your Capital One credit card. I was unable to reach you by phone, and I’d like to share my findings. A past due fee of $35.00 was billed to your account on January 5, 2015, because we did not receive your minimum payment of $42.00 by your January 5, 2015, payment due date. I have credited the past due fees of $25.00 that was billed on November 5, 2014, and $35.00 on January 5, 2015. You’ll see these credits on your February 2015 statement. We have received a payment for $25.00 on January 9, 2015. This payment will be applied to the minimum amount of $94.00 due by February 5, 2015. In order to avoid additional past due fees, please make the remaining payment of $69.00 by February 5, 2015. Your payment due date does not have a grace period, as your payments are due by your payment due date of the 5th. The grace period for your Capital One credit card is the period of time you have to pay your bill without being charged interest on transactions. This is the time from your statement date, or cycle date, to your payment due date. Your account is under grace only if your balance was paid in full the previous month. We appreciate the opportunity to address your concerns. If you have any additional questions, you may contact me at [redacted], Monday through Friday, from 9 a.m. to 6 p.m. ET. Sincerely, [redacted], on behalf of Capital One

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

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

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

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

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

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

Sincerely, [redacted]

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com Case: [redacted] Dear [redacted], I’m following up with you about your complaint to the Revdex.com regarding information we’ve reported to the Consumer Reporting Agencies (CRAs), like [redacted] and [redacted].We understand you would like us to remove the account from your credit profile. We received notification of your bankruptcy on April 14, 2014. Our records show your account ending in [redacted] is reporting as discharged through Chapter 7 Bankruptcy. We’ve confirmed that we’re reporting accurate information. As a result, we are not able to change what is being reported. If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 8 a.m. to 5 p.m. ET. I’m glad to help any way I can. Sincerely,[redacted], on behalf of Capital One

Review: my capital one [redacted] was stolen account ending in [redacted] and someone acquired my pin and withdrew money, my fraud investigator for capital one put the money back on my account and said it was over. I withdrew the money. I now get a call from same adjuster telling me he feels I removed the money yelled at me and treated me like a criminal. and when I asked what proof he had to think my card was not stolen and pin compromised he said he had no proof just a gut reaction! I asked him what he did for 2 mths while investigating my case and he said not a whole lot. I was shocked!! for his rude cantor. he said a theif would of changed my pin. I said how would they do that, he said with my social security number I said what if they didn't have it. he had no answer. he said I used the atm before where the money was taken out and thats proof enough to say this is not fraud. this fraud investagator should not be working for capital one.

stated in capital ones contract they state no transactions that I did not authorize I will be accountable for! this is a breach of contract.My complaint concerns: a Credit CardDesired Settlement: I want the funds that were removed fraudulently to be returned to my account. in the sum of $282

Business

Response:

Dear [redacted], This letter is in response to your concerns to the Revdex.com (Revdex.com) about potential fraudulent activity on your account. Thank you for your patience while we investigated this matter.We apologize for any frustration this matter may have caused. Our records show that we’ve exchanged letters and phone calls with you about the below mentioned cash advance charges and cash advance fees. On June 9, 2015, the account was rebilled for a total amount of $332.00. You will see this adjustment on your July 2015 statement. Date Store or Merchant Name Amount of Charge Amount of fee April 14, 2015 CMS INC $63.00 $10.00April 14, 2015 CMS INC $63.00 $10.00April 14, 2015 CMS INC $63.00 $10.00April 14, 2015 CMS INC $103.00 $10.00On April 18, 2015, you spoke to a representative in our Fraud Department and explained that the charges listed above were not authorized by you. We closed the account ending in [redacted] and transferred it to a new account ending in [redacted]. On this same date our Fraud Department sent you a letter explaining that temporary credits were issued for the total amount of the disputed charges and any related fees (letter enclosed). On June 8, 2015, our Fraud Department verified that you used your Personal Identification Number (PIN) for the above list of charges. This PIN was required to complete the transactions. We verified that when you activated your card, you selected the PIN from your home phone number of [redacted]. We also verified that this PIN has not been changed. For this reason, we found no indication of fraud and the charges were reapplied to the account (letter enclosed). We reviewed the call, which took place on June 8, 2015, with our fraud representative and the information provided to you was accurate. In your concerns, you mentioned our no fraud liability statement referenced in the letter dated June 18, 2015. Please keep in mind, you’re not held liable for charges that are deemed as fraud. We have determined that there has been no error If you have any questions or concerns, please give me a call at [redacted], Monday through Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m happy to help in any way that I can. Sincerely,[redacted], on behalf of Capital One

Review: I am writing regarding an ATM deposit that was made but was never credited to my checking account. On either 5/29/2015 or 6/1/2015, I deposited two checks via a Capital One ATM at the Pender Village ([redacted]) location in Fairfax, VA. When my online banking account did not reflect the deposit, I called Capital One to describe my issue and was given a provisional credit pending an investigation. I was not asked for any details of the checks but did provide an estimate of the total deposit and the day I believed the deposit to have been made.

After not receiving any communication regarding the progress of my claim, I received a letter on 7/24/2015 that was dated 7/17/2015 stating that my claim had been denied and that the provisional credit will be removed on the 28th of July. The letter also stated that I may call for the details of the decision as well as to receive copies of any documentation used in the decision making process. I called immediately upon receiving the letter on 7/24/2015 and was told that the person that worked on my claim had gone for the day, that only this individual could look into my claim and provide me the information I needed, that the individual had attempted to call me ONCE on 7/16/2015 (they did not leave a message or attempt to call again), and I was told to call again on 7/27 during business hours of 8 am- 8 pm.

As of today I have called and spoken to several individuals about my claim. No one that is able to discuss the claim is available. I have all documentation needed to confirm that the deposits were made and cleared the check writer's accounts but do not have the credit for the deposit. I have been informed that the individual working on my claim is out of the office today and all management that would be able to assist me are in a meeting (It is going on 2.5 hours and I have been given this response twice). Not only has a deposit of mine disappeared, Capital One has had no sense of urgency in investigating my loss.My complaint concerns: a Banking Account (Checking)Desired Settlement: As the check amounts have been debited from the check writer's account, I would like my deposit to be credited to my account. I would like a thorough investigation including research of the check images, a look into camera footage of the ATM on those dates, and communication to the check writer's institution for confirmation that the checks were deposited/ cashed. I would also like to be reimbursed for any overdraft fees incurred due to Capital One's lack of urgency in resolving this matter and their disregard in working with a customer on missing funds.

Business

Response:

Dear Mr. [redacted]: We are writing in response to the complaint that you filed with the Revdex.com (Revdex.com) regarding the reversal of a claim for a missing ATM deposit on your personal checking account ending in 1925. As we discussed in our conversation on August 7, 2015, the provisional credit of $993.00, that was credited to your account on June 5, 2015, has not been reversed. Rather, the claim has been finalized in your favor and that credit is now permanent. We understand that we initially provided you notification indicating that your claim was going to be denied and the provisional credit reversed. We apologize for any frustration and confusion as this was not the case. Just to confirm, our records do not show any returned transactions or overdrafts on your account from the time the provisional credit was granted on June 5, 2015. I hope this letter explains the situation and addresses your concerns. If you have additional questions or concerns about this matter, please contact me at 1-888-784-9198 ext. [redacted]. Sincerely, [redacted], on behalf of Capital One

Review: Applied for an auto loan on their website becuase of the low rate and had to withdraw my application because the purchase amount was low.My complaint concerns: an Auto LoanDesired Settlement: I would like them to remove that credit inquiry from my credit report. If I would have known that the credit limit was lower than my purchase price I would have used another financial institution. The credit limit was not advertised during the credit process.

Business

Response:

Dear Mr. [redacted],I am writing you today regarding the situation you explained to the Revdex.com, concerning your credit application dated September 3, 2015. This matter was forwarded to Capital One for research and response. We appreciate the opportunity to address your concerns.After a thorough review of your concerns, our records indicate that the maximum finance amount of $40,000 is provided in both the Disclosures and Frequently Asked Questions(“FAQ”) sections of our Auto Navigator website. In the Disclosures section, under “Total Amount Financed Restrictions,” it reads “You may apply for financing up to $40,000 for new and used vehicles.”Under the Frequently Asked Questions section, it states “Your approved Total Amount Financed will depend on your credit history, income and the vehicle you choose to purchase with a maximum Total Amount Financed of $40,000.”Based on the results of our investigation, we must respectfully decline your request to remove the credit bureau inquiry. We regret any inconvenience this matter may have caused you. If you have additional questions, please contact our Customer Service Department at (800) 946-0332. If you have questions regarding this specific response, I can be reached at [redacted].Sincerely,[redacted]

Review: I completed a transfer online from an external account to a Capital One 360 Savings and was never informed about the required 5 day hold at the time of the transfer. The only message displayed at the time of the transfer was that the transfer would be completed by September 4th, 2015. It was not until the money left my external account and was in the activity of the Capital One 360 Savings that I had knowledge of any hold. The activity reads that the money will not be available until September 14th, 2015. I called customer service and was informed that I should have been informed and that there was nothing I could do but wait. They would not do a partial release of the funds either.My complaint concerns: a Banking Account (Savings)Desired Settlement: A release of $1,000 and a revaluation of your transfer website.

Business

Response:

Dear [redacted], We’re writing in response to the complaint you filed with the Revdex.com (Revdex.com) regarding the hold on the $30,000 transfer from your [redacted] checking account xxxx[redacted] to your 360 Savings xxxx[redacted] on September 4, 2015. We understand that when scheduling the transfer online, our website advised the funds would transfer on September 4, 2015. Please know that we reviewed your web session from September 4, 2015. During the session, you requested to transfer $30,000 from your [redacted] checking account xxxx[redacted] to your 360 Savings xxxx[redacted]. We confirmed that on the “Validate” and “Confirmation” pages, the website correctly advised the funds would be available on September 14, 2015. For your records, we enclosed screenshots of your web session showing the availability date with this letter. As stated in the Terms and Conditions for 360 Savings, these types of deposits are on hold for 5 business days. As a result, we’re unable to remove the hold on the funds prior to that date. To review the Terms and Conditions, please visit https://home.capitalone360.com/terms_360savings. If you have any additional questions regarding this matter, please give me a call at 1-302-255-3277. I’m available from 8:30 AM to 5:00 PM ET, Monday through Friday. Thanks, [redacted], on behalf of Capital One

The hold time, when calling via phone is extremely long. Customer service is poor on follow up. I am unable to check my account online via my [redacted] phone, or on app; hence the need to call in. I can only check on a computer. I was told someone would contact me within 48 hours to resolve the matter, and that was 2 weeks ago. I called again for another issue, and a rep stated they would make a note of it, and I would have to call back in to a different department. So I have to call back in and wait on hold, just for a technician to play trial and error.

I now know that I had it good at [redacted] and plan to go back once my affairs are in order. There was not one perk in joining Capital One. I thought because I have a Capital one 360 account the transfer process would be faster. No, its like any external account. I started the process of opening the new account via phone. When I asked the rep how long the transfer process was between the 2 accounts , he stated he did not know, but assumed it would not be long. He said he would put me on hold to find out, but we were already on the phone entirely too long. He kept putting me on hold to complete the initial process of opening a checking account. The rep said that starting the process over the phone would save me time when I go to my local branch. Wrong! I had to do everything all over again. Nothing was saved. The information the rep in the branch had was old information from credit cards. I am more satisfied with my 360 account. Hold time is shorter when I call, and they follow up if there is an issue with the account. Another issue is, the atm and bank set up is inconvenient. In the drive in area at my local bank, the teller is right before the atm. So I have to wait until someone finishes with a teller to go to get "quick" cash. That eliminates the convenience of the process, when you do not want to get out your car to get cash.

Lastly, I have credit cards with capital one, and I have been satisfied with my experience. Unfortunately, I have been unable to make minimum payments because my unemployment benefits have exhausted like the many million unemployed people in this country. That is not an excuse, just a fact. However, the way I am made to feel when a rep brings this up when I inquire about my CHECKING account is insulting. I have a problem with my checking account, and my credit card issue is brought up. Yet, my issue has not been resolved with this checking account. It makes me think I am being targeted due to my inability to pay. This has been a rough year, and the choice to leave my primary bank of 14 years was not easy. I had to because I needed to . I don't think I have ever been this dissatisfied with a company, and honestly my heart is broken. I have a bachelors and a Masters degree, and I can't secure gainful employment at this time. I have enough to deal with trying to keep my car, my home, while only working part time. The last thing I need, issues with a checking account. I will be taking my business elsewhere.

Review: I was unable to use my credit card over seas even though I had requested this in advance.Prior to international travel I contacted customer service to notify them of this travel so purchases would not be blocked. Every time I tried to use the card, the purchase was denied. The Fraud department contacted my work phone in USA and left a voicemail they also may have tried to reach my cell phone. After returning I contacted customer service and they confirmed the notes about my travel were in the system, however they when on to say that the fraud department is automated and does not recognize any requests to approve international travel. Thankfully my other cards don't have such an antiquated system. Why advise customers to notify them in advance about travel if there is no connection between "notes on the account" and the fraud department?Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would appreciate an apology and an explanation of their plan make this system work properly, or to be up front with customers that because of their antiquated system the card will not be honored when traveling outside the United States.

Business

Response:

We have responded to the cardmember by mail on June 10, 2013. The matter has been resolved in the cardmembers favor.

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. They apologized for for the failure of the current system of identifying prearranged travel notification which does not communicate with the fraud protection section of the company. They have told me that a request has been made to fix either by process or technology to link travel notification and fraud protection. That is the best that can be expected at this time, so I will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Review: After a year of having my credit card and having animoecable credit history with them during this time.I called a couple weeks before my 0% apy will end. I asked for an upgrade on my rewards or lower interest rate. I was told that I need to call a day after the 0%period ended, so I did. I was transfer to a "manager" regarding lowring my interest rate. This person lady was very rude, she check and told me I did not have an offe rto lower my interest, so I told her I have to close my account if we cant get a another deal (like rewards, or other card) -better deal was offered to me just 2 weeks by another representative- I was expecting for the agent to show me different option. She just answer ok I will close it and close my account on the spot, I did not liste to the disclosures fromher, she did not verify my decision. Just close it.!! On the spot! And hang ip on me.I contact them inmediatly to veirfy and let them know that I did no want my account close via chat but the guy told me that she did close it and sorry.Capital one did no care about my business, it show a poor customer service and I am sure that lady was having a bad day and took it on me.Desired Settlement: I want my account back! I never agree on closing it. I was just trying to negotiate. She never read all disclosures to me.

Business

Response:

I spoke to our customer on the phone and advised of the resolution. Our customer is satisfied.

Review: I closed my account with capital one due to the monthly services charges, I've been a long time customer had several accounts one was a car and I paid that off. The balance e was $15.00 due on 3rd I called in on the 3rd and paid with my bank debit card , my payments go to [redacted], [redacted], **, but when I paid I was switch somewhere else. she told me even though it was 2pm wst that I was late & would be charged a late fee of $15.00 thats the balance of the card. I feel this is unfair I have never been late since having the card why am I being penalized..Desired Settlement: reverse the charge and except I am no longer a customer

Business

Response:

We credited the past due fee on the customer's account.