Date Received: 2023-10-13
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: This all started when I realized my existing physical credit card expired on XX/XX/XXXXXXXX and my replacement card was returned to CapitalOne due to a move. I called CapitalOne to request my card be mailed to my new address. After confirming my new address and identity, I was assured by the CapitalOne customer service rep that my replacement card would arrive within 5-10 business days to my new residence. After some time, the card arrived and everything was just fine. Until it wasn't. XX/XX/XXXXXXXX : I received in the mail a new credit card application ( App ID : XXXX ) and in order to complete the appliation, I was to submit additional documents by XX/XX/XXXXXXXX otherwise CapitalOne would not be able to continue processing my application. I never followed through with submitting these documents via mail or fax. On XX/XX/XXXX, I received a letter stated I was approved for a credit card issues by CapitalOne with a {$500.00} credit limit for application ID XXXX. XX/XX/XXXX : I called and reported a fraudulent claim against CapitalOne. I was not given any help and was told to make a report with my local police department but was not given the name or employee ID of the rep who was in charge of sending my card to my new address or why an application was started with my name and approved even when I didn't respone. REFERENCE INFO FOR COMPLAINT : CapitalOne CASE # XXXX Employee : XXXX / XXXX
Company Response:
State: AZ
Zip: 85086
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Capital One had a data breach in XXXX. A class action lawsuit was filed and I just found out about it. I called the company 's listed number for the settlement ( XXXX ) today - XX/XX/XXXX. The representative on the phone told me I am not showing in their database. I had them check my maiden name, which is XXXX and she was able to find me in the system. I changed my last name 6 years ago and updated the company and cards at that time. That was odd to me, that my last name was not updated. The representative confirmed with me that I was in fact affected by the data breach, and that I should have submitted a claim. She claims I was sent and email. I told her I never received an email. She said it was sent to my email, which she and I both confirmed was accurate. I went through all of my emails ( which I always archive if they have to do with banking/credit cards/payments/notices ) and I never received one. She told me that it was too late to file a claim, as the due date was XX/XX/XXXX. I don't understand how they can easily find me to market to me, send me credit card offers in the physical mail, remind me to pay my card, and confirm payments, but not get in touch with me to let me know that my data was compromised and that I was entitled to settlement money. There are a lot of folks that are just now hearing about this, and have the exact same experience as myself. I have two credit cards with Capital One, and both of those accounts have been open for over 10 years. I feel like this was purposeful negligence and I would like to be able to submit a claim or be compensated.
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: In XXXX of XXXX Capital One credit card company requested my date of birth for the account. I provided the information three times, before their stated deadline. I received a call that the info was finally received by them on XX/XX/XXXX, before the deadline of XX/XX/XXXX. They closed the account anyway without notification to me. We have requested that the account be reopened. Every time I call to find out the status of reopening the account we are told it's still being worked on. I have been given a case number and contact person, but have no way to actually get back in touch with the contact person. I just called for another update and was told that the account still does not have my date of birth on record. Today is XX/XX/2023.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for the CapitalOne SavorOne credit card through CapitalOne 's website after seeing the benefits of the card online on CapitalOne 's website, including a New Cardmember Offer prominently featured as follows : " Earn a one-time {$200.00} cash bonus once you spend {$500.00} on purchases within the first 3 months from account opening 2 ''. If you scroll further down the web page Footnote 2 reads as follows : " 2This one-time bonus is available by clicking the Apply Now button on this page, and may not be available if you navigate away from or close this page. Existing or previous cardmembers are not eligible for this product if they have received a new cardmember bonus for this product in the past 48 months. '' I did not at any time navigate away from the website or close the page, and I am not an existing or previous cardmember of CapitalOne. I applied for the SavorOne card immediately upon seeing the promotion, and my application was approved immediately. I was notified via email I would be receiving the card in the mail and have since received it. Upon setting up an online account with CapitalOne I did not see anything that mentioned I would be getting a {$200.00} cash bonus upon a {$500.00} spend within the first 3 months. I searched specifically in a section entitled " Important Disclosures '' and there was no mention of a {$200.00} cash bonus. On XX/XX/XXXX, I along with my mom contacted CapitalOne at XXXX. We spoke to a representative named XXXX and inquired about the {$200.00} cash bonus. We were told if it was not reflected in my online account I would not be receiving it. I mentioned that the promotion was prominently displayed on the SavorOne page of CapitalOne 's website but she said she could not just give me access to the promotion. We then asked to speak to manager, and shortly thereafter we spoke to a manager named XXXX who let us know he would submit the case to be reviewed by a back end supervisor. That same day, I received a call on my phone from a supervisor at CapitalOne named XXXX who confirmed that I would not be receiving the promotion. According to XXXX the promotion is only available to customers with a certain credit score. We informed XXXX that there is no such limitation on CapitalOne 's website in connection with the SavorOne card and urged him to check for himself. The only limitation displayed on CapitalOne 's website is Footnote 2, which states that " This one-time bonus is available by clicking the Apply Now button on this page, and may not be available if you navigate away from or close this page '' or if you are an " existing or previous cardmember '' who previously " received a new cardmember bonus for this product in the past 48 months ''. Based on CapitalOne 's online marketing I should not be denied the {$200.00} cash bonus opportunity upon a minimum {$500.00} spend on the grounds that I don't meet a certain credit score, as my credit rating is not stated as a condition of receiving a cash bonus anywhere on CaptialOne 's website. XXXX responded by saying he can't just give me a cash bonus and that there have been others who have complained but he does not have authority to dole out benefits. At the time I applied for the SavorOne card my credit score as published on XXXX was XXXX. CapitalOne lured me into applying for their SavorOne card. I applied thinking I would be eligible for a {$200.00} cash bonus offer because I could see nothing on CapitalOne 's website that would disqualify me for it. Also I could have applied for the student version of the SavorOne card which advertised a {$50.00} cash bonus, although I have no confidence I would have received that bonus either. My mom asked how we could contact the legal department and XXXX told us all we can do is make a general inquiry via the USPS at XXXX XXXX XXXX, XXXX XXXX XXXX, Utah XXXX, while also letting us know there was no guarantee we would ever receive a response back.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I reported back in XXXX that several fraudulent cards were opened under my name. I explained to Capital One that these were opened without my authorization and using my stolen SSN. They said that I shouldnt worry and that all of those were closed. Flash forward, I get a small claims complaint against me for an amount owed on XXXX of the cards, I called Capital One and they said they couldnt do anything and that I have to wait XXXX days for the new fraud claim. I asked them to get in touch with the legal firm representing them to cancel the court filing, they said they couldnt, I asked them what could I do, and they said thats not on them an to wait. I also have a lawsuit ( criminal ) because those who opened the cards, not only obtained goods, but used stolen bank accounts to pay and keep using them. I explained the situation and that I need a letter from them saying that they have been closed and that there was a fraud claim. They said to keep calling and to wait XXXX days, not even saying that my lawyer will contact them, they said they would do something. Im requesting them, not only to close the accounts, but also send letters for my lawyer to use for my defense. And get this solved urgently.
Company Response:
State: WI
Zip: 53051
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Since I've had this card with Capital One Quicksilver, I have always made multiple daily purchases and multiple monthly payments. 3 weeks ago, I found that I had no availability to use the card and I called the company, and they insisted that because I make frequent payments, they needed me to get on the phone with them while they spoke to my bank to verify that I am the owner of my own bank account. Once this was done, they opened my credit back up to me. Since that time, I have not changed my spending patterns and I continue to make frequent payments. On the XXXX of XXXX, I made a payment of {$3200.00} on my account and since that time, my purchases have been denied due to " no credit available ''. My balance is only 1/3 of my credit limit. I called and spoke with " XXXX '' who said that my payment of XX/XX/XXXX ( it posted on the XXXX and went through my bank on the XXXX ) was " on-hold '' until XX/XX/XXXX, because Capital One wanted to be sure that my payment was good and not returned to them. I stated that this was absurd because my payments have never been returned and asked him why all of a sudden, they would do this. he was unable to provide me with any information and I asked to speak with his supervisor. He connected me to " XXXX '' who stated she was a supervisor and I asked there the same question. She stated that Capital One sometimes does this when there is a change in spending patterns or payments. I stated that she could look at my account and see that there had been no such changes. She then said, that sometimes Capital One would place an account on hold just to be sure the payment is not returned. She then said in the future, I should make sure that my payments are good and that I am not late with my payments. I said again, that is outrageous since I've never had a late payment with them, nor have I ever had a payment returned to them. She said that " honestly, Capital One will do this for multiple reasons, but we don't have access to these reasons. '' I said fine, then connect me with the person who does have access. She said I can't do that. I said you must be able to connect me with the person/department that makes these decisions. She said, no, these decisions are made in the back office and there is no way to contact them. She then continued to read from a script and would not stop talking from this script about how federal law allows Capital One to put holds on accounts. I tried to talk over her, but she would not stop reading from her script, to say that I understand they are allowed to do it. However, they are NOT allowed to avoid giving me a specific reason. Truthfully, I don't need this credit card. It is the principle of the matter- you can not do something that can harm my credit or good standing with no specific explanation. Can you please help me??? Thank you.
Company Response:
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have had a Capital One credit card for a while. In XXXXXXXX XXXX XXXX, I noticed charges that I believed were not made by me. I disputed the charges and a new card was sent to me. I did not activate that card ( no 2 ). I discovered that a number of charges were made to that card when I received a bill. When I realized something was going on, I notified Capital One and locked my account. I filled out and submitted all of the documents that Capital One requested. Ultimately, these charges were determined to be fraudulent. While I was trying to resolve the issues with card no 2, a new card was issued to me. This card was sent to my family post office box. I did not request this card, either. I believe the card was sent to that po box because I had requested the documents I needed to dispute the charges on card no 2 be sent there. At this point, I was concerned that someone was intercepting my mail and had activated card no 2. I did not activate that card No 3. However, it was used to purchase {$7000.00} in product from one vendor. Initially, without my requesting, Capital One reversed that charge, but then reinstated. At the time of the transaction, I had received an email notification indicating the possibility of a fraudulent charge and I acknowledged that the charge was fraudulent. I have notified Capital One that I believe I am a victim of identity theft and fraud. There were several strange incidents around this charge. 1. the fraud alert, 2. there was an effort to pay the bill from a bank that is not mine, ( this was reversed ), XXXX there have been attempts to log into the account which were not made my me ( I have tried calling about this but was told there was no way to trace it ), 4. once when I tried to log in, another person 's name came up although I had saved my log in information. I have tried to resolve this with Capital One, i have called many many time and have not been able to resolve this problem.
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Yesterday, on XX/XX/XXXX, I received two emails from Capital One. The first email indicated that I had a new enquiry in my credit, and the second one was an approval for a Capital One card. In response to this, I promptly contacted Capital One this morning, and they assured me that they would investigate and resolve the issue. I also took the initiative to reach out to XXXX, which is the credit bureau associated with this card. They confirmed that they had canceled the request and placed a fraud alert on my credit report to prevent any unauthorized activity.In addition, I got in touch with XXXX, and they successfully removed the request associated with the Capital One card application from my credit report. However, when I contacted XXXX, they advised me to create a report here and send some specific information to them via a letter. My primary goal is to have the request from Capital One on XX/XX/XXXX completely removed from my credit report to prevent any negative impact on my credit score.
Company Response:
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I had opened the account to do a balance transfer to a different credit card. The other credit card company never received the transfer. I have been going back and forth with capital one about this and have gotten no help they have been telling me one thing then another. When I asked for the check information that was sent over all they gave me was an amount and date. They couldn't even give me an account routing number or even a copy of the check. I have been going through this since XXXX of 2022 and still no one is willing to help. I have spent numerous amounts of hours and taken lots of time to resolve this and there has been nothing solved.
Company Response:
State: WI
Zip: 53511
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I closed my Capital One credit card account ending in XXXX in XXXX at which time I was advised by customer service representative that there was no balance due for this card and they were able to close my account. Recently, I accidentally realized my credit score dropped a lot because of the past due credit card payments reported by Capital One. I called the Capital One customer service on XX/XX/2023 trying to figure out what happened and they told me that I have a balance of {$110.00} due for my closed credit card account. This involves a XXXX membership fee of {$42.00} due on XX/XX/2023 plus late fee charges and interest charges. I explained that my credit card account was already closed and I did not receive any credit card statement since I closed my account so that I was unable to know I had a balance due. Upon bargaining, I made a full payment of the balance due which is {$110.00} right away over the phone and the customer service representative was able to request for a refund of a {$40.00} late fee charge and {$1.00} interest charge for me. But my request for the refund of {$29.00} late fee charge and {$0.00} interest charge was denied. I feel its really unfair. As a consumer, I am not supposed to pay for what I had no knowledge of. The late fee and interest charged by Capital One for a balance that the consumer had never been informed is apparently an action of taking advantage of the consumer. I would like to request for a refund of the {$29.00} late fee and {$0.00} interest charged by Capital One for the billing cycle of XX/XX/2023 to XX/XX/2023.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A