Date Received: 2023-11-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have not Supplied proof under the doctrine of Estoppel by Silence Engelhardt V. Gravens ( mo ) 281SW 715,719. I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists.
Company Response:
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I have two credit cards from Capital One - a personal card and a card for my small business. This complaint applies to both. I was set up for automated notifications to both my cell phone and email account one week before payments are due. I rely on these notifications as I work essentially XXXXXXXX XXXX XXXX XXXX XXXX days per week, and can be anywhere in the world when payments are due since I work domestically as a XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX After a lengthy history of on-time payments each and every month, there came a time a month ago that I received no notification, either via email or text, until the payment was late ( by no more than a day or so ). As it is important to me that all payments are on-time, this was upsetting to me. After making the payment I immediately contacted Capital One 's customer service department to determine what had happened and why I had received no notification. They determined - and relayed to me - that for some reason, the notifications I had set up had cleared and were no longer set. I received an apology, and the customer service representative remitted the late fees ( one from each of the two accounts ). I was also promised that they would make efforts to ensure this did not happen again. Unfortunately, it did happen again, one month later ( this past weekend ), when I once again received a late notice without ever having received any of the notifications I had set up ( email or text, on either card ). Once again it was no more than a day or two, and once again I immediately made payment and then contacted Capital One ( on XXXX XXXX XXXX XXXX ) to understand why notifications had failed a second time. The female representative I spoke with set up a conference call between me, her, and a Capital One technical support representative. With regard to text notices, the tech support rep theorized that a software update at Capital One 's end might have cleared the flags. As far as email notices were concerned, with all three of us on the line, the support rep attempted to manually trigger notices and we were all able to determine that they were bouncing. The support representative suggested that the ISP that handles the XXXX email account may be applying an overly strict Spam protocol that was not letting the emails through and therefore they were never actually reaching my computer. They suggested contacting the ISP and requesting that the Spam filtering be reduced to a less aggressive level. Although I have used the same ISP for more than a decade, have not made any changes to my email in years, am not aware of any changes made by the ISP, and have not had any such difficulty with any other vendor, I did subsequently follow through and make that request of my ISP. Before disconnecting, I expressed the concern to the customer service representative that since creditworthiness is usually determined algorithmically by computer, I now potentially had four negative flags against my accounts : two latenesses each, however slight, against two different accounts. I expressed that since we had established that these were failures of technology and not my failures, I wanted to ensure that there would be no negative impacts moving forward. The representative assured me that there would be no such impacts. " I'm looking at your accounts right now, '' she told me. " You've been a perfect customer. I'm notating your file concerning what happened here. You're not going to have any problem about this. '' This morning, XX/XX/2023, I received an emailed notice from Capital One that the credit limit on my business card was being reduced from its original {$12000.00} to {$4000.00} due to the late pays on both accounts. This is the exact outcome the Capital One representative promised on XX/XX/2023, would not occur. As you know, having my credit limit reduced substantially by a lender is extremely damaging to my XXXX score. The effect is to punish me ( and my small business ) because Capital One 's technology failed - after an express promise to the contrary by a Capital One representative. Because the failure affected both credit cards, I anticipate that while this complaint is pending, it is likely that the other card will receive the same punitive action, although that has not happened yet. I called in response to the notice and ended up being transferred to an individual who identified himself as " XXXX XXXX' with an employee number of XXXX, and a job title of " Accounts Supervisor. '' XXXX made clear that he had the personal authority to return the credit limit to its original level, but refused to do so. He stated that despite the statements to the contrary by the previous rep and the technical support rep, he believed the notices had in fact been sent out. He didn't care what representations had been made before. XXXX refused to transfer my call to anybody else, stating that he was the highest authority who actually spoke directly to customers, and that this ended the matter. I made one additional follow-up call to Capital One to obtain the first name and employee number of the female representative I had spoken with on XXXX XXXX XXXX the one who had assured me that there would be no negative impact from the two failures to send me the notifications I had subscribed to. Capital One 's representatives refused to provide that information but stated that the individual 's notes were indeed in their system and could be retrieved and read. As the matter currently stands, the credit limit on my small business card remains at its reduced level and I anticipate that the company will do the same thing with my personal card while this complaint is pending. As a secondary issue, the credit line reduction notice mentions " The amount of your recent monthly payment ( s ) relative to the balance on this Capital One account. '' After three years of relatively meager earnings by the business due to the pandemic ( but carried by my concurrent employment as a XXXX XXXXXXXX ), I had not been charging significant amounts to these cards. However, we then booked about {$50000.00} in work from a longtime client. I therefore felt free to run up the balances on these cards a bit in anticipation of that income. I was not aware that making payments that were more than the minimum but did not meet some unpublished criteria considered internally by Capital One would justify a credit line decrease. Presumably the reduction would not have occurred but for the late payments, taken in tandem with this secondary issue. FIRST : I would respectfully advance the proposition that when a credit card company offers a notification service like this one, and a customer relies upon that system to their detriment, the company should be estopped from penalizing the customer in any way as a consequence of a failure of that system. SECOND : It is unfair and unreasonable for a credit card company to maintain a secret set of criteria ( in this case, an unpublished relationship between balance and payment amount ) and use that to reduce a credit limit without advance notice and opportunity to correct the problem. If the bank has a concern about those two numbers, it should be required to publish the algorithm so customers know what their obligations are in advance. Additionally, if such a concern develops, the lender should be required to notify the customer and provide an opportunity for correction prior to taking action that will have a negative impact on the customer or the customer 's reputation or XXXX score.
Company Response:
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Hello Capital one sent me and offer welcome letter for one of their credit card and Said I was also pre approved on top of the welcome offer. They have sent me many different times. And said we run your credit already. Then when i clicked finish the application they denied me for that same card. And thats misleading I have asked them to remove the hard inquiry on my records and they refused to do it. I also reached out to the 3 credit bureau and they said capital one can remove it. But even talking to their seniors and supervisors they said they would not remove it. Even tho we send you the welcome offer letter and the pre approval. Please help this is hurting my credit and adding more hard inquiries.
Company Response:
State: MN
Zip: 55432
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Okay, I will update the email to reflect there were three returned payments that you paid back : Subject : Complaint Regarding Closed Credit Card Account To whom it may concern, I am writing to submit a complaint regarding the recent closure of my credit card account with Capitol One ending in XXXX & XXXX. I have been a Capitol One credit card holder for over 3 years and have always paid my statement balance in full and on time each month. However, my account was abruptly closed by Capitol One due to three returned payments over the last few months. These returned payments were the result of my checking account being compromised by fraud, which I have reported to my bank and have documentation proving unauthorized charges were made. I contacted Capitol One immediately upon notification of each returned payment, explained the situation, and repaid the payments. I also provided documentation from my bank showing my checking account had been hacked each time. Despite repaying the returned payments and providing proof of fraud, Capitol One still chose to close my account. Closing my account without allowing me to dispute the returned payments or taking into account my long history as a good standing customer has negatively impacted my credit score and ability to obtain credit. I would like Capitol One to reopen my account given I have proof the returned payments were due to fraudulent activity on my checking account that was out of my control. Please assist me in getting Capitol One to properly investigate the situation and reconsider their decision to close my account. Having good credit is essential and this has caused undue harm that I am hoping can be corrected. Thank you for your assistance in this very important matter. Please let me know if you need any additional information or documentation from me. Regards, XXXX XXXX
Company Response:
State: NJ
Zip: 07424
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
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: I have had a dispute with Capital One for over a year regarding incorrect amounts they have for my account, they claim I owe over {$700.00} but the card was not used by me for months before the balance was that high, I made them aware of this and they continue to play games and not respond to emails, I am currently on the phone with Capital One right now and the guy is saying there was no dispute filed but I have a digitally certified email from Capital One saying they filed a dispute for me. I have faxed, emailed, sent certified mail, and called them regarding proof and documentation and they always claim it was never received and then do not respond back to help me fix the balance on the account.
Company Response:
State: NJ
Zip: 08330
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XXXX and XXXX I called and confirmed that if I had made a payment by phone, the amount would be available for a out of country trip I was taking on XX/XX/XXXX. I was told by multiple agents that as long as the payment was made by XXXX XXXX, the funds would be available the next XXXX at XXXX XXXX. With this in mind, I made the payment. On the XXXX of XX/XX/XXXX, the funds were not available. I called and they informed me their procedure won't allow them to make the funds available until XX/XX/XXXX. At this point I had paid the {$600.00} payment and couldn't make other arrangements to use a card out of the country, leaving me without an option for our time in XXXX. These calls were recorded and serve as proof. These calls were made to avoid the situation I know find myself in. This has put me and my family in a tough spot financially but also will make it tough to do the things we wanted to do on the trip.
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
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 my Capital One XXXX XXXX XXXX Statement there were XXXX charges I did not make. XX/XX/XXXX and XX/XX/XXXX, both for {$130.00} at XXXX XXXX XXXX VA, XXXX, XXXX. I contacted Capital One and they said they said they would launch an investigation. On XX/XX/XXXX I received a letter that said there was insufficient evidence of fraud.and I was responsible for the charges. When I called again they told me it had to do with the chip on the credit card.I think they could have put more effort into the investigation.
Company Response:
State: RI
Zip: 02906
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I received emails about a new credit card opened at Capital One and a hard credit check on my credit report today. XX/XX/23
Company Response:
State: MN
Zip: 56301
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I try to " Convert Rewards '' over CapitalOne 's website, they try to do a verification with my phone number. Every time their website gives an error saying " We can not verify your phone number '' or " Sorry, we can not match that number to your name ''. I have this number on my name since XXXX and it is with XXXX. This phone verification is the only option to " Convert Rewards '' to one of their third party partners ( XXXX XXXX XXXX ). They can not do this over phone and they do not provide any alternative verification options on their website. I called their support line multiple times over the week since XX/XX/XXXX and spoke with multiple agents. Nobody was able to solve my issue. They say they are working with a third part service and can not do anything about this. I bought this CapitalOne XXXX card only for this reason, and they are blocking me from using all the miles I had saved so far. I believe this is false advertisement and discrimination since other people can easily " Convert Rewards '' with their website.
Company Response:
State: CA
Zip: 95054
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been a Capital One customer for quite sometime using their Venture Rewards card which advertises points earned which can be transferred to Frequent flyer programs. Recently I wanted to transfer to a program which I have transferred to many times. I needed a last minute plane ticket and this would save me {$500.00}. The website wanted to send me a SMS for verification. It would NOT send the SMS. I was asked to call. I talked for two hours to many incompetent people. Nobody knew what to do. One person told me that you can not transfer. your points, and only turn them into a measly bill credit. It was very frustrating. At the end of the day I have no way to redeem the points I earned. Capital One customer service is useless and outsourced to people who read a script. I would like to of course cancel my card as I can not trust my finances with such a useless bank. I am left with a point balance I want to use as advertised.
Company Response:
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A