Date Received: 2024-01-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: CapitalOne deducted {$2800.00} from my checking account via their BillPay service on XX/XX/2024 for my mortgage payment to XXXX XXXX. They claim for payment timing to XXXX XXXX " We'll try to pay this bill electronically. Most payments arrive in 1 to 2 business days but can take up to 7. '' In the past, the payments after being deducted from my checking account show on my XXXX XXXX account as paid within 24 hours. As of XX/XX/XXXX ( 13 days after the money was withdrawn from my checking account ) my mortgage with XXXX XXXX remains unpaid.
Company Response:
State: NC
Zip: 28104
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: The company called me earlier than XXXX XXXX. Used text messages and blocked numbers. Left detail information and called more than 7 times in a week and left more than 7 messages in a week
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Capital One regarding the closure of my account on XX/XX/year>, and the unauthorized conversion of my accumulated XXXX reward points into a {$2600.00} statement credit. This action was executed without my prior knowledge or consent, which I find to be highly unethical and unprofessional. The primary reason for my association with Capital One has been the accumulation of reward points for transferring to my airline loyalty account, with the intention of redeeming them for flight tickets valued at over {$10000.00} USD. The forced conversion of these points into statement credits, at a significantly lower value, not only undermines my financial planning but also violates my consumer rights. I am not concerned with the reasons behind the closure of my account. My primary focus is the restoration of my XXXX reward points. The reward program was the sole reason for my choice of Capital One over other banks or credit card options. Through this complaint, I urge the CFPB to facilitate a dialogue with Capital One to resolve this issue by reinstating my reward points and allowing their transfer to my airline loyalty account as per my original intention. If Capital One fails to comply, I am prepared to pursue legal action, including a small claims lawsuit, to seek compensation for the direct and potential losses incurred due to their actions. Your prompt attention to this matter would be greatly appreciated, and I look forward to a swift and favorable resolution.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: CAPITAL ONE XX/XX/2024 - Opened Account with Capital One XX/XX/2024 - Initiated inbound transfer to fund new account ( {$50000.00} ) XX/XX/2024 - Informed of account lock XX/XX/2024 - Responded to account lock providing additional personal information for verification ( Valid State ID / Drivers License ) ; Was informed the data would be processed in two business days, and/or I would be contacted XX/XX/2024 - Zero contact from bank XX/XX/2024 - Contacted bank over telephone ; Authenticated into automated systems to gather more details regarding account lock ; Unable to access any information, support rep requested secure personal information over nonsecure line; Requested account to be closed ; Informed that Capital One was unable to close account/ comply with deletion requests ; Escalated to manager -- Manager was argumentative, but confirmed that he would close the account, Refused to provide any information regarding delation of personal data XX/XX/2024 - Attempted to submit request for deletion of personal information from bank databases ; Unable to complete request either due to account lock, or broken IT infrastructure
Company Response:
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have contacted Capital One on numerous accounts. I first called on XX/XX/2023 to see if I could find more information regarding a fraudulent credit inquiry. Was repeatedly told there was nothing out of the ordinary with my accounts and that there was nothing suspicious noted. My account is actually fine. I explained that there was a hard credit pull initiated on XX/XX/2023 from a unknown phone number which appeared in my credit reports and that I would like to remove that from my credit history. I was told to contact the credit reporting bureaus ( which I did ) and discussed the matter with a representative from XXXX, XXXX, and XXXX. They explained the bank should resolve the matter but if not I needed a letter from Capital One authorizing the deletion of said credit inquiry. Capital has yet to comply and sent me a letter explaining how my current account is in good standing ( which isn't what I asked for ). The bureaus then explained that I need to send both a letter from Capital One and a separate authorization letter to remove the latest credit inquiry. Currently in the process of mailing letters of proof to get my initial letter to then pass on to the bureaus. A lot of he said, she said and sending the consumer ( me ) in roundabout circles when no one will provide action or support and just have me keep sending letters and letters of evidence when its clear on their end because if I can access this information, all parties are privy to it as well.
Company Response:
State: NY
Zip: 10573
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I called the number provided to request information regarding my account and making a payment. I was told my account would close in XXXX days, unless I made a payment before then. I immediately made a payment. I was then told, by a different representative, that my account was already closed ( something that did not appear online via the customer portal ) - and the situation was escalated to higher support staff. The staff member informed me that they were creating a case that would trigger an investigation in which the previous call ( described above ) would be reviewed, and someone would contact me thereafter. After not receiving any correspondence, I logged into the online portal on XX/XX/XXXX and to my surprise, it read that my account was closed. I asked for information regarding the case, and was told that was inaccessible to the agents I have access to speak with on the phone. I was told another case was being generated and that I could expect correspondence in XXXX business days. I received a call on XX/XX/XXXX informing me that my account was closed, no resolution, and that there were no other steps to take in this matter. I was quite frankly lied to and made a payment under false pretenses and promises made to me by the representative I spoke to. I was not previously notified my account was closed, or on the brink of closing, until the representative gave me the XXXX deadline- just to find out that was not factual. In my professional opinion, the payment was made under duress and false pretenses to ensure my account would be in good standing.
Company Response:
State: TX
Zip: 75216
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance to the Fair Credit Reporting Act 15 USC 1681 section 602 a " There is a need to insure that consumer reporting agencies exercise their great responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' CAPITAL ONE, XXXXXXXX XXXX XXXX XXXX XXXX are financial institutions by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' CAPITAL ONE, XXXX, XXXX XXXX XXXX XXXX any financial institution and the Consumer reporting agencies XXXX, XXXX and XXXX DO NOT have my consent to furnish this information and they surely DO NOT have my written consent. Any and all consent to XXXX, XXXX, XXXX, CAPITAL ONE, XXXX, XXXX XXXX XXXX XXXX whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' CAPITAL ONE, XXXXXXXX XXXX XXXX XXXX XXXX Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' These accounts are adverse items they are reporting without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2024 I clicked on a promotional offer from Capital One on the website of one of their marketing partners ( XXXX, XXXX, etc. ). The promotion offered a {$200.00} dollar signup bonus for a new Quicksilver credit card account, so long as the new cardholder spent {$500.00} in the first 3 months following activation of the card. After clicking on the offer, I was sent to the application page for Capital One and filled out the application, answered all the questions, submitted the application and received immediate approval. I activated the card on XX/XX/2024. Today, XX/XX/2024, I went through the enclosed information in the envelope in which the credit card had arrived and didnt see any details about the bonus, so I called the number on the back of the card. The agent who assisted me ( XXXX, employee # XXXX ) informed me in sort of vague terms that I hadnt signed up for the bonus, as if I had missed some section of fine print or something on the application. I tried to get better clarification, retelling the narrative of the steps I took as outlined above, and he subsequently left me on hold for an extended period as he claimed to be conferring with someone about the issue. He came back and expressed some further vague confirmation that I had not signed up for the bonus, though he did concede that the card does include a bonus, but had trouble articulating to me in more specific terms why I didnt qualify for the bonus, even though I had followed all the steps outlined above. Its possible that native language difference was preventing us from accomplishing better communication. Regardless, I did finish by restating my narrative one final time, and asking him to confirm once more for the record that Capital One, through their representative, him, XXXX, that the bank was refusing to provide the sign up bonus which, as it turns out is a real thing they do offer, and which had prompted me to apply for the card, which I had activated by clicking on the offer link on the website of one of their official promotional partners that in light of all this, they were indeed still denying me the bonus. He emitted an uncertain mumbly, yes and I thanked him.
Company Response:
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: KOHLS, is in violation of multiple laws set forth by Congress in regards to the following account XXXX XXXX XXXX XXXX 15 U.S. Code 1681a ( 2 ) ( a ) ( i ) states that the consumer report does not include information solely as to transactions or experiences ( payment history, charge off status ), between the consumer ( myself ) and the person ( KOHLS ) making the report. Additionally, 15 U.S. Code 1681 s-2 ( a ) ( 1 ) ( A ) states that A person ( KOHLS ) shall not furnish any information relating to a consumer ( ME ) to any consumer reporting agency ( XXXX, XXXX XXXX XXXX XXXX ) if the person knows or has reasonable cause to believe that the information is inaccurate. KOHLS, can not collect on a discharged debt. This is now considered a certificate of indebtedness per the IRS and income can not be reported. The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes reporting of this account inaccurate! I provided a screenshot from the IRS website. By Definition, the IRS Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is inaccurate. I never received a 1099-C from KOHLS, for the cancelled debt of { { {$640.00} } } in order to file as ordinary income. Where is my 1099-C? KOHLS is clearly writing off debt with the IRS without sending out 1099-C as required by the IRS for debts greater than { { {$600.00} } }. This is unsatisfactory! KOHLS has been HEREBY PUT ON NOTICE that they are furnishing incorrect inaccurate information. In KOHLS terms and conditions they agreed not to share my information with non affiliates. XXXX, XXXX XXXX AND XXXX are not affiliates of KOHLS nor are they " bureaus ''. The only true credit bureau is the CFPB and they DO NOT furnish consumer reports as stated in federal law. I have a right to privacy and Per the Privacy Act of 1974 as a federally protected consumer I am now revoking any and all authorization I the consumer may have given you written, non written, verbal, and nonverbal per 5 U.S. Code 552a. Per the FCRA as a federally protected consumer I am now opting out of any and all authorization I the consumer may have given you written, non written, verbal, and non verbal per 15 USC 6802. I shall also point out their responsibility pursuant 15 U.S. Code section 1681s-2 ( a ) ( 1 ) ( B ) ( ii ) : ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is, in fact, inaccurate.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to file a formal complaint against Capital One Auto Finance regarding their unauthorized sharing of my nonpublic personal information with non-affiliated third parties and consumer reporting agencies. I have taken appropriate steps to exercise my rights under 15 USC 6802 of the Gramm-Leach-Bliley Act ( GLBA ) to opt out of such information sharing and I believe my privacy rights have been violated. On XX/XX/XXXX, I notified Capital One Auto Finance that I am opting out of all authorizations, whether written, unwritten, verbal, or nonverbal, for the sharing of my nonpublic personal information with non-affiliated third parties, including consumer reporting agencies, for any purpose other than those necessary to provide me with financial products or services. I provided this opt-out notice in accordance with the legal requirements outlined in 15 USC 6802 , and I have retained documentation of my communication with the institution. Despite my explicit opt-out request and my clear assertion of my rights under the GLBA, I have a reason to believe Capital One Auto Finance has continued to furnish my nonpublic personal information to non-affiliated third parties and consumer reporting agencies without my consent. This unauthorized sharing of my personal information constitutes a serious violation of my privacy rights and a breach of federal law. I am deeply concerned about the potential consequences of this unauthorized sharing including the potential for identity theft, fraud, or other financial harm. I kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly and take appropriate action to ensure that Capital One Auto Finance complies with all federal regulations and las, including the GLBA, to protect the privacy and information security of consumers like me. Additionally, I would appreciate regular updates on the progress of this investigation and any actions taken to address the violations committed by Capital One Auto Finance. Please feel free to contact me at XXXX or XXXX if you require any further information or documentation to proceed with the investigation. I am committed to cooperating fully with your office to resolve this matter and to protect my privacy rights.
Company Response:
State: PA
Zip: 19104
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A