Date Received: 2023-11-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This happens with my checking accounts at CAPITAL ONE 2 weeks ago XX/XX/XXXX and XX/XX/XXXX I received a wire transfer from my business partner in real estate regarding a house flipping {$60000.00} and {$50000.00} Then I made few transfer and cash withdrawals in between my business account and checking account Then I did a wire transfer out to a titled company Next thing I got an email from consumer protection saying I have to give them a call regarding a suspicious activity in my account I ignored the email think it was a spam The next day my account was restricted/ freezed and the wire transfer I did to the title company was returned Now I have {$100000.00} tied up and unaccessible in my capital one checking accounts Then I got an email saying my account may be closed and I will recieve a check after the review I then decided to call they told me my account has been closed and is under pending review This all happened on XX/XX/XXXX Then they told me to go to my CAPITAL ONE branch in person I did and they supervisor called their customer protection service then they ask for the number of the person that did the transfer I gave it to them they verified the number They also asked me to tell the person that sent the wire transfer to send them proof that she is the one that sent the transfer My business partner told her bank thats XXXX XXXX to fax the wire transmission log to my branch and proof it is her that did the wire transfer They faxed all this info last week Now i called today they told me that my account is closed but the review/investigation is still pending for over 11 days now I have no money to take on a project or to pay my bills It has being pending since XX/XX/XXXX they confirmed today that my account is closed through a call Then I asked for an update regarding the status on my account closure during a call there was none on my profile Where by my money {$100000.00} is still tied up with them Now send me a closed out check to my address on file they are telling me theres is still an investigation or review So now Im reaching out to you guys to help me solve this problem Below in the image my the status of my account before it was closed and the wire transmission log and proof that my business partner sent me the wire transfer and other images
Company Response:
State: NJ
Zip: 07208
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: It appears that a checking account was opened in my name at Capital One without my permission. XX/XX/2023, XXXX - Received at email from XXXX with the subject line " We've updated your phone number You're all set! '' XX/XX/2023, XXXX - Received an email from XXXX with the subject line " Congrats! Your new XXXX Checking account is open. '' XX/XX/2023, XXXX - Received an email from XXXX with the subject line " Please confirm some info to use your accounts. '' The body of the email began " One or more of your accounts is temporarily restricted, Theres been some suspicious activity on your accounts recently and weve restricted them for your safety. Youll need to confirm some information with us before the restriction is removed ... '' I assumed that the above emails were a phishing attempt as they all contained links and I have never applied for a Capital One account. Therefore, I did not respond or click on any of the links. I also did not contact Capital One. Then XXXX XXXXXX/XX/2023, I received a debit card from Capital One with my name one it and instructions to activate it. I tried going directly to the Capital One website ( https : //www.capitalone.com ) and entered my last name, SSN, and birthdate and the site said there were no customers with matching that information.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This happens with my checking accounts at CAPITAL ONE XXXX weeks ago I received a wire transfer from my business partner in real estate regarding a house flipping {$60000.00} and {$50000.00} Then I made few transfer and cash withdrawals in between my business account and checking account Then I did a wire transfer out to a titled company Next thing I got an email from consumer protection saying I have to give them a call regarding a suspicious activity in my account I ignored the email think it was a spam The next day my account was restricted and the wire transfer I did to the title company was returned Now I have {$100000.00} tied up in my capital one checking accounts Then I got an email saying my account XXXX be closed and I will recieve a check after the review I then decided to call they told me my account has been closed and is under pending review This all happened on XX/XX/XXXX Then they told me to go to my CAPITAL ONE branch in person I did and they supervisor called their customer protection service then they ask for the number of the person that did the transfer I gave it to them they verified the number They also asked me to tell the person that sent the wire transfer to send them proof that she is the XXXX that sent the transfer My business partner told her bank thats Td bank to fax the wire transmission log to my branch and proof it is her that did the wire transfer They faxed all this info last week Now i called today they told me that my account is closed but the review/investigation is still pending for over 11 days now I have no money to take on project to foot my bills It has being pending since XX/XX/XXXX they confirmed today that my account is closed through a call Now send me a closed out check to my address on file they are telling me theres is still an investigation or review So now XXXX reaching out to you guys to help me solve this problem ( I WANT MY BALANCE IN MY CHECKING ACCOUNT SENT TO ME STOP HOLDING MY MONEY PLEASE ) Below in the image my the status of my account before it was closed and the wire transmission log and proof that my business partner sent me the wire transfer and other images
Company Response:
State: NJ
Zip: 07208
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2023, I disputed a charge of {$150.00} - details below. Capital One sent a message to me that it was providing a provisional credit, an agent would review the dispute and contact the merchant, and would notify me of the merchant 's response. Capital One did NOT request any information from me, other than what I told Capital One when making the dispute. Today, XX/XX/XXXX, I received a letter dated XX/XX/XXXX from Capital One that it had " requested information from you. We have not received your response ''. It never contacted me for additional information. Nor has it notified me of the merchant 's response. In fact, it appears that Capital One did NOT contact the merchant about my dispute. But, rather Capital One CRIMINALLY and FRAUDULENTLY dismissed my dispute without ever investigating it. Capital One refuses to deal with me further and demands payment of the disputed charge. The dispute is that I notified the merchant, XXXX XXXX, on XX/XX/XXXX NOT to renew my policy on XX/XX/XXXX. It confirmed a non-renewal for the renewal date XX/XX/XXXX. Earlier on XX/XX/XXXX I cancelled Auto Pay. When I complained to XXXX about the unauthorized charge, XXXX confirmed in a saved chat that it would refund the charge within XXXX days and in the same form - credit card- as charged. Had Capital One actually contacted the merchant, XXXX would have disclosed this information and not contested my dispute. Capital One is STEALING {$150.00} from me.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Repossession
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Capital One hired XXXX XXXX XXXX to repossess my vehicle. Capital One violated me by now providing a letter or rescission which is a violation of 15 USC 1635a. 15 USC 1605 was also violated because the insurance was never included into the finance charge, I was made to obtain insurance before I left the car dealership. Once I provided my social security number and signed the application Capital One was supposed to provide a check to me for the total amount of the consumer credit transaction ( according to the definition of a purchase money loan in 16 CFR 433.1 ). I provided the security and it was supposed to be accepted with the debt in exchange for the good or service according to the National Banking Act 1863
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Having been a Capital One Venture One account holder in good standing for a number of years, I was deeply troubled by how my fraud alert issue was recently handled, prompting a formal written complaint to their Corporate Headquarters by certified mail on Tuesday XX/XX/2023 What began as a potential fraud alert on my account in response to a purchase I attempted to make on XX/XX/2023 devolved into a complete systems failure by Capital One to have additional protocols in place to process identity verifications. Following a week of attempts to verify my identity, I was permanently locked out of my account, in spite of submitting numerous forms of valid state and federal identification, as well as requested support documents. As a result of this completely avoidable and easily remedied action, my account is now permanently restricted. I can no longer use my credit card nor access my XXXX plus hard earned awards points. How could this happen? I will recount the details of my unfortunate exchanges with Capital One Venture One as thoroughly as possible. On XX/XX/2023, I attempted to make a purchase in the amount of {$1900.00} for a newsletter subscription to XXXX XXXX, a financial newsletter subscription service. I received an alert via phone and email that I needed to call to verify that I indeed was making this purchase. ( Typically, with past alerts, I have received a simple text asking me to respond with either a ( Y ) es, confirming the purchase, or a ( N ) o, which would signify that there was an attempted fraud on my card. I did not receive that. If I had, this matter could have been resolved in seconds. ) At that time I proceeded to call Capital One to confirm that I did indeed authorize the {$1900.00} charge, and that there was no attempted fraud. After that call was made the representative lifted the fraud alert, allowing me to access me credit card. However, just moments after it was lifted, the fraud alert was reinitiated and my account was restricted again.The representative did not explain why the restriction was reinitiated, which I found to be an inadequate response. After pressing the issue, the representative said that the credit card attempted to re initiate the {$1900.00} charge, which flagged another fraud alert, resulting in my being locked out again. Why did Capital One do that? If they had simply allowed me to re initiate the charge myself, I would have verified it was a legitimate charge and the issue would have been easily settled. I was then asked to provide more information that would once again verify my identity. After doing so, the representative said she would call me back on another line to verify that this was indeed my cell phone number. Unfortunately, that call went right to voicemail, as I had my incoming calls on call forward. We were then disconnected. Events began to needlessly escalate from that point forward. The next time I called back, XX/XX/XXXX, I was told that another layer of identity verification was now required. I was somewhat perturbed yet understood that this may be necessary in order to protect my account. Fine. A link was texted that allowed me to send a photo of the front and back of my current valid Arizona State Drivers License. After several attempts I was finally able to successfully upload my ID, but the representative apparently could not see the images. I was frustrated and said I would call back the next morning to attempt the verification again. Hours had ticked by and I had meetings to attend. The next business day, the representative/supervisor I reached said she could no longer send me a text for verification and that I would NOW have to respond via an email link. Ok. Fine. Via the email link I was finally able to upload my ID. The supervisor said I should wait on the line while she scanned the my drivers license to verify it. This all should finally be resolved, I thought. Unfortunately not. The supervisor returned to the phone to inform me that inexplicably, my valid, current Arizona Drivers License was not able to be verified. I was flabbergasted. I told the supervisor that there must be some mistake as my license is an absolutely current and valid State ID. I tried to send it again. Same result. She could not explain why a valid current form of ID was rejected. This was more and more looking like an internal systems failure. ( I took the photos with my XXXX XXXX XXXX XXXX.which has always taken easily upload-able, readable and valid documents, including various forms of ID. ) The bar code on the ID should have been read properly. When I called back a bit later, I told the representative that I was also in possession of my current, valid Federal US Passport, as I was currently in XXXX for business. Would that serve as an acceptable replacement? The supervisor asked me to submit it. I did. He scanned it, and, after review told me that it was indeed a valid form of identification and that he was able to immediately reinstate access to my account. He apologized for the inconvenience. I thought, well, finally, after 3 days of dealing with this, the issue was settled. However, within minutes of my fraud alert being lifted, it was again, inexplicably locked. My patience at this point was being sorely tested. There seemed to be not only an internal systems failure, but a level of customer service confusion that was needlessly escalating an easily resolvable issue. When I called back to inquire as to why my account was locked again,, I was told I was now required to submit 3 separate pieces of identification : A valid State ID, a Social Security Card and a utility bill verifying my address, account # and billing details. I had access to all 3 back in XXXX XXXX, but I could not respond until I got back home Tuesday, XX/XX/XXXX. I was informed that my valid, Federal current US Passport was not an acceptable, even though after scanning it, they said it was deemed a valid Passport. ( I used the same XXXX XXXX to upload that document fyi. ) There was no reason given as to why. This was becoming a tremendous inconvenience. However I was sure it would all be resolved as soon as I presented all required documentation. Week 2 : XXXX XX/XX/2023 I called Capital One that morning, and after being connected with yet another Supervisor, I explained what had happened the previous day ; that my account was unlocked after uploading a copy of my US Passport and then inexplicably restricted again. She had no explanation. Instead she reiterated that I should upload all 3 forms of previously requested Identification. I alerted the Supervisor that my valid Arizona Drivers License had been previously rejected. She could not explain why. No worries, I told her, I also had a valid, current recently issued California Real ID card that I could send instead. I now had multiple forms of identification. She requested I submit both my Arizona Drivers license ( again ) and the California Real ID Card. I did so. My Social Security Card was also uploaded, scanned and verified. My utility bill was sent, scanned and, after calling the utility company with me on the line to confirm, also verified. However, not only was my Drivers License once again rejected but so was my legal, current California Real ID card! I could not believe that this was happening. I told her that this must be an internal issue. She did not respond. I then suggested that I would be happy to upload my valid Federal US Passport again, ( the same one that a previous supervisor had accepted on XX/XX/XXXX, which had been scanned, verified, and approved, resulting in the initial lifting of the restriction on my account ) At that time the supervisor placed me on hold and then confirmed that a current valid Federal US Passport was not an acceptable form of Identification. It was shocking to me that a valid current US passport was not an acceptable back up form of acceptable Identification. This customer service response represents perhaps the single most egregious example of what was becoming more and more apparent ; that Capital One has a confusing, contradictory and deeply flawed identity verification process that does not provide for an effective alternative method of identity verification ; In this case, a valid, current Federal US Passport. How could 2 valid state IDs be rejected and a valid Federal US Passport not be acceptable? Baffling. Not one supervisor had an answer for me. Over the next two days, I spoke to several more supervisors who said that my account would remain locked and that no more attempts to upload documents would be accepted. There was nothing more they could do. At that time I was still able to access my account online. I asked the representative how I could access or redeem my XXXX plus accrued award points if my account was now permanently restricted? The supervisor said that I could not and would not be able to access them. Again, I could not believe what I was hearing. Infuriating. On Friday XXXX XXXX, I received an email from Capital One informing me that a new document was available in my account to review. However, when I attempted to sign in to my account, I found my user name and password was not accepted. I was locked out. When I called Capital One to ask why I could not gain access, the representative said that because my account was permanently restricted I could no longer access it. I told him I needed access to my statements so that I could properly prepare expenditures for my 2023 tax returns. He said that was no longer possible ( but confirmed that my Autopay was still in place and that my bank account would still be debited, as always, for the full payment due ). I was stunned beyond words. Literally stunned. And furious. On Friday, XXXX XXXX..over one week since this debacle began, I called and asked the representative where I could mail or email a formal written complaint. She wasnt sure. She said she would try to find out. A supervisor came on the line and informed me that there was no email, or mailing address available to file a formal complaint. Really? She suggested I sign in to my account and send a message. I almost burst out laughing. Obviously, as I could no longer access my account, that would be impossible. She had no response. It was as if I was speaking to a bot. On XX/XX/XXXX, I called again, and told the representative that I had received an email from Capital One informing me that an outstanding balance would be withdrawn from my checking account via Autopay on XX/XX/2023. I told the representative that I needed to access to my statements to confirm that the charges were accurate. THIS time, the representative said, no problem. XXXX XXXX would email me my statements for review. I was extremely surprised, because the week before a representative told me that as my account was locked, I would not be able to access my statements.. Within the hour, the statements were sent to me via email. Again, confusing and contradictory customer service responses. When I called the next day to attempt to apply my XXXX plus awards points to my balance due, I was told that as my account was permanently locked, I would not be able to access my awards posts and that my balance due would be extracted from my bank account on XX/XX/XXXX. I made one more attempt to ask if I could upload my ID 's and supporting materials to see if perhaps this time they would be accepted. I told her that I would even use a brand new XXXX XXXX XXXX camera to upload to see if that might make the difference. She was kind enough to send me a link to do so. She sympathized with my situation however she said she could not guarantee that the department that reviews documents would permit another attempt to upload current, valid documents and ID 's. I told her I thought that was extremely unfair, and that I would be unfairly penalized, resulting in the forfeiture of my Award Points. Was there any recourse.? She could not answer. As of this date, I have not received a response. This frustrating and truly degrading series of events is why I sent a formal letter of complaint to Capital One Corporate Headquarters, detailing what has been an exhausting, chaotic, unprofessional, incompetent and utterly unacceptable customer service experience. Again, this should have been an easily and quickly resolved issue on day one, call one. By the way, I used another credit card to process the same {$1900.00} charge. It took 10 seconds to approve. The issue that now remains unresolved is how I will be reimbursed .... or able to apply my XXXX Award Points against future purchases, if I no longer have access to my Credit Card account? I am requesting that the CFPB investigate this issue. I should be given every opportunity to re establish my account and claim my Awards, or receive financial compensation equalling the full value of my accrued awards. Thank you.
Company Response:
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom It May Concern, I am writing to dispute the handling of my credit card account referenced above and to request an immediate correction of the associated records. This request is made pursuant to the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, and the amendments made under the Coronavirus Aid, Relief, and Economic Security ( CARES ) Act regarding credit reporting accuracy and dispute handling. On XX/XX/2023, I made a payment in the amount of {$200.00}, which was intended to cover the total balance due on my account. This payment was returned on XX/XX/2023, a critical fact of which I was not notified by any means. The absence of such notification is a direct violation of the FCRA, which mandates that consumers be informed of any adverse actions taken that are based on information from their credit reports ( 15 U.S.C. 1681m ( a ) ) and that furnishers conduct an investigation upon notice of a dispute from a consumer regarding the completeness or accuracy of any information reported ( 15 U.S.C. 1681s-2 ( b ) ). Subsequent to the returned payment, the following fees and interest charges were imposed on my account without my knowledge : -A past due fee of {$29.00} on XX/XX/2023 -An interest charge of {$5.00} on XX/XX/2023 -A past due fee of {$40.00} on XX/XX/2023 -An interest charge of {$6.00} on XX/XX/2023 These charges were assessed and reported to the credit bureaus, leading to a derogatory mark on my credit reports. On XX/XX/2023, after being alerted to my account status by credit monitoring services, I paid the full balance of {$290.00}, as confirmed by transaction number XXXX. The CARES Act, enacted in response to the COVID-19 pandemic, includes provisions that amend the FCRA to protect consumers ' credit scores from the impact of financial disruptions caused by the global crisis. Under these provisions, furnishers are required to report accounts as current when accommodations are made for consumers affected by COVID-19, provided the consumer meets the terms of the accommodation ( CARES Act, Section 4021 ). Given these points, I request the following actions be taken by Capital One : -A full reversal of all late fees and interest charges applied to my account post the returned payment, considering the lack of notification and opportunity provided to me to take corrective action. -An immediate and thorough investigation into the handling of my payment and subsequent reporting of my account status. -Correction of my credit information with all credit reporting agencies to remove the 30-day past due notation. -Written confirmation of the actions taken to resolve these issues sent to my address upon completion of your investigation. I have attached copies of the payment confirmation and the credit report alerts for your reference. Please note that failure to comply with the FCRA and CARES Act provisions may result in further action, including filing a complaint with the Consumer Financial Protection Bureau and seeking legal remedies. I expect a prompt response to this letter and resolution of the matter. Please contact me directly should you require further information or clarification. Thank you for your immediate attention to this matter.
Company Response:
State: FL
Zip: 32168
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was attempting to rent an apartment from a " XXXX XXXX '' on XXXX on XX/XX/2022 and was told to leave a deposit for the apartment. After multiple deposits were sent to the person, to different email addresses and names, I became suspicious and visited the property in person and spoke with the owner and they had informed me that the apartment was not available to rent and the posting was false. In total, an amount of {$5300.00} were scammed from myself and I reported this to my bank, with a follow-up on XXXX XXXX to investigate the claims. I was told that these claims could not be reimbursed since I sent the money and they ignored my comments of being scammed.
Company Response:
State: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: On XX/XX/2023, my bill was due for {$170.00}. I made a payment in the amount of {$200.00}. Capital One applied the Interest to my account on XX/XX/2023 in the amount of {$120.00}. The interest in this Credit card has about a {$1.00} increase every month. The interest had also increased about {$20.00} every month since the start of the year. Ive never missed a payment to my account. And there is always an over draft when I only had XXXX auto drafted payments made on my card monthly. I have discontinued the auto draft payment. Now there is only a {$40.00} payment that will get placed on this card monthly. XXXX month they are charging me {$90.00} over payment. I have called and have not really got the right answer.
Company Response:
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States | have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for and purpose.
Company Response:
State: WA
Zip: 99301
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A