Date Received: 2023-12-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2023 I place an order for a mobility chair with XXXX for {$42.00}. After ; waiting for quite a while, I finally received notice from USPS that my item was undeliverable and to come to the Post Office to pick it up. The reason they couldn't deliver it was because the sender did not include postage for it. When I got to the post office they showed me a small padded envelope that contained a box the size of an index card. I would have to pay {$5.00} postage if I wanted to take the package. Knowing it wasn't a mobility chair I declined and the PO didn't offer me anything to show that I declined the small package. On XX/XX/XXXX, I called Capital One to file a dispute on the purchase saying I had not received what I ordered. Capital One immediate gave me a temporary credit for {$42.00} on my Capital One card. On XX/XX/XXXX I received an electric correspondence from Capital One that they had requested further information on the transaction and I didn't respond. I did not receive a request for further information. Capital one then reapplied the charge of {$42.00}. I had to scan and digitize the info I had and send that back to them. I received an electronic notice from them that the information I had sent did not fulfill their requirements to receive a credit. I had made phone calls all through this to see what I needed to do. My problem is that Capital One advertises any problems with purchases they will work with me to get an answer. In the meantime, the only way to correspond to XXXX was through email and the last few attempts would not go through. Capital One said to contact the company for further assistance.
Company Response:
State: KS
Zip: 67207
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am trying to get information that you refuse to send. I have a dispute in place here for my business Spark card but I also have XXXX personal cards that you closed at the same time XX/XX/XXXX. Since XXXX I have been on restricted view unable to see my accounts. I am a paperless customer and you have never sent my statements via USPS.You have blocked me altogether from entering through the app or your online banking portal. This is wrong. You closed all three of my accounts while being paid as agreed and never late. That was in XX/XX/XXXX. When asked why you closed my accounts I was told too many bounced payments. When I asked you to go verify that of course knowing it was wrong I then was told I opened too many disputes. I opened XXXX dispute on my Spark Card and that was at the end of XX/XX/XXXX and by XX/XX/XXXX the money was refunded to me and you took your provisional money back. A well executed text book handled dispute. The Company was Spoiled Child. I have tried to explain my thoughts on the disputes that were opened by YOU. XX/XX/XXXX at around XXXX I was siting with the watch commander of the XXXX XXXX My computer had been hacked and the money in my personal account had been turned into crypto currency. While filling out the police report he suggested I call the furnishers of credit. Being that i put all my eggs in one basket and had both my personal and business cards with only Capital One I phoned as a courtesy and shared what transpired I also made it very clear that none of my cards had been affected. But thought you should know on the off chance something did transpire. From that 4 minute phone call all XXXX broke loose. It wouldn't be until XXXX and my vendors were reaching out and saying they were not going to be paid. XXXX said your financial instituton has begun chargebacks and disputes. Now if I had a dispute and it was through XXXX I would have them dispute the charge I would take care of that I would not expect that you would go to XXXX on my behalf and without me knowing but that is what you did. XXXX could not close the disputes that had to come through you. And even thought i phoned and asked how this started and to stop it you continued right on going. What this did was force me to pay those people places and things by other means. Which is what I have done. You Executive team sent me a letter saying that they did not open disputes and no charge backs occurred. That is not true or correct. Many of the things the Executive Team had in their letter was wrong. Dates, what transpired and when it transpired. They even said that in XXXX when they finally realized an in-house mistake was made that you opened up my XXXX accounts again. That is not true of correct either.What you did was close my accounts and within 24 hours you had reported my accounts closed to all three credit bureaus. My FICO went from XXXX to XXXX overnight. I lost a parent loan for my XXXX XXXX, I was turned down by creditors, my credit limits lowered on my XXXX card and you left me unable to secure another XXXX. And to date I am unable to secure any credit. You took my good credit and you ruined it overnight. Your Executive Team seems to think they fixed the incorrect reporting with all three bureaus. Or, at least thats what a letter says. I was on the phone with each CRA yesterday and not a single person at Capital One has made the attempt to fix what was ruined by you. In fact there are not many things that you have gotten right with this. Your letter states dates and time when you think things occurred and you are very wrong. You have tried to twist this and turn it into a me problem.When it's a you problem. I have been fighting this for a year and my last letter to you like all the others sent before it, has been sent certified mail USPS. My last letter to you was XX/XX/XXXX. My last call 7 days ago. I have been sent to collections for my Spark card but after showing the collection agency my paperwork they sent me back to you. Why?? because there is nothing to collect on. My XXXX personal cards are the same. but I cant seem to find where they are. You have refused to send me statements, you have refused to pull the restricted view on my accounts and I have no clue how I am supposed to see whats going on when you don't want me to? That is clear. I have noticed for the 4 days I was allowed into the app in XXXX things did not look the same. When I brought that to the powers that be I was closed out once again and never allowed to enter the system again. I have sent you proof of the people places and things being paid I have asked you for every statement on both personal accounts and proof that I owe. To date I have never received either. I have sent the CEO of Capital One and the VP of Fraud many emails with the attachments that you were sent via USPS. And I know that both are opening my emails I have a tracker I know that when the letter arrived it mentioned me reaching out the the CEO so I know my attachments are there.. You have gone way past the XXXX billing cycles getting me the answers and my proof. You run on Capital Ones time. I have asked you to post my store returns where the original source of payment has been credited and what did you do about that?? You sent me dispute paperwork. The dispute is with you not with XXXX or XXXX. I have given you the return transaction numbers, along with the dates. And nothing changes.The mistakes are endless .You have only issued to me XXXX Capital One credit cards one Spark ending in # XXXX and XXXX personal # XXXX and # XXXX. So why are there charges on other card numbers I have never activated or used? You have never reopened any of the accounts like your letter states You have never cleaned up my credit like you letter states. But you need to do this now. You have failed to follow the Credit Card laws and I am really suffering because of your endless lies. Do you know that there is a number you posted on all three of the CRA stating that if a future creditor wanted to find out why you had closed my accounts in good standing they could call you. I called and what you said about me was taped but also not true. I would like you to put the store credit where they belong put all my payments onto the accounts where they belong credit the money I paid to the people and places you refused to. and then send me a copy of all the statements. I can tell you know if you do this correctly you will owe me money at the end. I have sent you a few credits that should be posted as well as chargebacks ruled in my favor I have sent you the dispute form you sent me when I asked you to post XXXX credit and you made it a new charge. I have sent you copies of the original payments made and of course you have been sent everything numerous times its too much to post it all here.
Company Response:
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have two cards with CapitalOne, and I made a {$150.00} payment and {$25.00} to each card. I just saw a past due fee on my card, XXXX, and I called in to get the past due fee waived. I was advised the {$25.00} payment was returned, and I paid it, but CapitalOne refused to waive the late fee. They blamed it on their system and showed no compassion when I told them I had lost my brother and I had a good record of payment. I spoke with XXXX, the account manager. I even asked if a customer has a lot going on and if there should be a way you can help.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Friday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY, XXXX Date of Birth : XX/XX/XXXX SSN : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , GA XXXX Dear XXXX, I received a copy of my credit report and am writing to dispute the following information that appears on my XXXX report. Please verify or remove immediately the following accounts : Account ending in XXXX Creditor : Capital One N.A. This account is incorrectly being reported as a collection account with a balance due. Please provide proof of the collection and update the balance to {$0.00} or delete the negative payment status on this account. By the provisions of the Fair Credit Reporting Act, I demand that these items be investigated and removed from my report. Please remove any information that the creditor can not verify. I understand that under 15 U.S.C. Sec. 1681i ( a ), you must complete this reinvestigation within 30 days of receipt of this letter. Thank you for your time and help in this matter. Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Subject : Deletion of Unauthorized Credit Inquiry & Retraction CAPITOL ONE AUTO FINANCE I am writing to formally request the removal of an unauthorized credit inquiry made by your institution on XXXX, XXXX. After reviewing my credit report, I noticed an inquiry listed under my name without my consent or knowledge. The inquiry was made on XXXX, XXXX, and was not associated with any credit application or agreement initiated by me. As a result, I did not receive any benefit or services from your institution corresponding to this inquiry. I kindly request that you investigate this matter and remove the unauthorized inquiry from my credit report as soon as possible. I understand that these inquiries can impact my credit score, and given that I did not engage in any transaction or seek credit from your company, I urge you to rectify this error promptly. I also demand retraction of any applications or securities in your possession. Please provide confirmation once the unauthorized inquiry has been deleted from my credit report. I appreciate your prompt attention to this matter and your assistance in resolving this issue.
Company Response:
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: This is regarding my Capital One Quicksilver credit card that I've had for at least the last 4 years. I pay my bill IN FULL each month using the company 's online autopay service that offers me several payment choices. I always choose Pay on my Due Date, which is the first of each month, and it's never been a problem until recently. About four months ago, my autopay was made as usual ( balance in full ), but I was charged interest on my outstanding balance, even though I paid it in full and on time. Capital one reversed the charges upon my request and all was well. Same thing happened the next month, and the next month after that. Then again this month. This time they refused to reverse the interest charges and accused me of making my payment late each month, even though I'm selecting their autopay option to pay in full on my due date, which is the first of each month. Even their automated phone prompt says, " We received your last payment on XX/XX/XXXX, '' which is when my payment is due. I pointed this out to the agent but she continued to accuse me of making my payment late. This company needs a stern talking to about their billing practices. Thank you.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Capital one approved me of their quicksilver credit card after sending me multiple mail offers and then proceeded to lock my account the next day after I get approved now I have a hard inquiry and no access to the credit.
Company Response:
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This bank account was opened as XXXX many many years ago. XXXX was acquired by ING Direct, who eventually were acquired by CapitalOne. I had a scheduled bill pay for my rent that would ship the XXXX of each month for delivery by the XXXX. It's been in use for about four years and never been a problem. The XX/XX/XXXX payment went out as expected ( and fully funded ) on XX/XX/XXXX but on XX/XX/XXXX, my landlord called to inform me that the payment did not arrive. I expedited my landlord a paper check ( which cleared immediately ) and called the bank to stop payment. I was told I could receive provisional credit within 10 days, but it may take 45 for the dispute to be closed. The check did not arrive as a result of a failure by CapitalOne to deliver it by the promised date. The stop payment should be instantaneous ( this is XXXX after all ) and the funds should be returned to my account immediately ( or next business day, at the very longest ). I've now called twice, had my call escalated to a manger on both calls, and been told there is nothing they can do. At this point, all I want is my money back and to close my account. I'll never do business with this bank again.
Company Response:
State: NY
Zip: 107XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: I have XXXX inquiries I did not consent XXXX, Capital One auto finance, XXXX XXXX XXXX, XXXX XXXX,
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am the victim of identity fraud. This happened in XXXX. I contacted CapitalOne to advise them because the fraudster has taken over my online profile and my credit cards. I have to call them almost everyday to report daily fraud. Tje fraudster has access to my SS number, all three credit reports and a copy of a non valid driver 's license. There have been countless fraud request filed to have my online profile DEACTIVATED not suspended as the fraud person can unsuspend because they have the information to answer the questions for verification, EVEN AFTER I HAVE PROVIDED THE UPDATED ID. I am simply asking for assistance to locate my information that has been sent several times, and DEACTIVATE my online profile. May I also add they provided a 10 day SLA and I haven't heard from them proactively since XX/XX/XXXX. Please help me. Initial call was XX/XX/XXXX Provide new documentation XX/XX/XXXX and several times after Provided most recently XXXX XXXX Capital one Platinum card closed XX/XX/23 Case number XXXX XXXX XXXX XXXX XXXX XXXX XXXX closed no reason XXXX XXXX XXXX - XXXX XXXXXXXX Second claim- account reopen XXXX XXXX Case XXXX Rewards Account XXXX XXXX XXXX XXXX Contacted online via XXXX, no resolution XXXX XXXX XXXX Called and advised case from XXXX XXXX was still under review No current updates Associate hung up on me when asked to speak with a supervisor XXXX XXXX XXXX XXXX XX/XX/XXXX account closed Account closed by fraudster XXXX XXXX XXXX- CapitalOne Added balance transfer option XXXX at XXXX XXXX Account opened No -ETA on XXXX Call XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A