Date Received: 2023-09-18
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 or about XX/XX/XXXX, I inadvertently made an incorrect payment amount to XXXX. I contacted XXXX and was ultimately informed for me to file a dispute with Capital One. I did so and since then the credit in the amount of {$5000.00} with XXXX has been reversed. On XX/XX/XXXX, I was contacted by Capital one ( online portal ) that I would be re-billed for the full amount of {$5000.00}. At this point the {$5000.00} that I am being charged for is unaccounted for. Additionally, I also being charged for multiple items that have been returned to XXXX ( tracking already provided to XXXX XXXX Capital One ) and Capital One is refusing to continue with dispute ( XXXX ). I have previously filed a complaint with the XXXX in hopes to get a resolution, contacted customer service, contacted disputes department, contacted fraud department ( XXXX XX/XX/XXXX ), and I have also contacted the corporate office multiple times with no resolution ( XXXX ). A copy of this report ( CFPB ) will be forwarded to Capital One dispute department on XXXX XXXX XXXX This type of activity is to be considered fraudulent because money and merchandise once again in not accounted for.
Company Response:
State: TX
Zip: 77054
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Regarding the debit card account, for Capital One, the website says, " No fees to open, keep & use '' & " There are no fees to open, keep or use your Capital One 360 Checking account, or for foreign transactions fee. '' I recently used my debit card to withdrawal money from ATM, and the looking at my statement I seeing fee amounts for each withdraw. 6 withdrawals ranging from XX/XX/XXXX to XX/XX/XXXX. ( see attachments ) Fees totaling : {$30.00} I called capital one asking them to uphold their original statements from the website and they refused. I am considering closing this account because of this unprofessionalism and shady practices by Capital One.
Company Response:
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Late payments on my report are incorrect
Company Response:
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX of the year 2023. I got a message from the XXXX XXXX app ( an app that I link to my account Capital One 360 to control my budget ) telling me someone made a purchase of {$1100.00} from XXXX XXXX XXXX XXXX XXXX. I instantly called the bank to see why this purchase, they told me it was pending and they couldn't do anything until the transaction was processed. The first lady told me that someone had cloned my card, but I made the report as soon as I noticed it. My wife had this card for emergencies, but she usually took money from the ATM with a PIN #. When I called my wife, she told me she was in a flea market in XXXX and had that debit card in her wallet inside the car. So when she got back to the car someone stole her wallet with the debit card and other important documents of hers and mine. That person that stole the wallet made a purchase so, from then I have been calling the bank and they are just rejecting my dispute giving me from my point of view excuses to not pay me back that money. 1st : One of the CS representatives told me the purchase was made and it didn't ask for the PIN #. 2nd : The bank never protected me as their customer or asked for my authorization to allow this rare purchase from a strange place. They never send me a message or email to allow this purchase they just allow it with any other restriction. Also, a CS representative said they tried to make several other purchases with this card from the same merchant, but as I told you before as soon I saw the purchase I reported it. 3rd : They don't have the address or phone number of the merchant. One of their answers says : " We reviewed your dispute ( s ). Based on the information we have, your claim ( s ) has been denied because of your assertion about the debit card possession and transaction information. You can still try to resolve this directly with the merchant. '' I'm telling them and proving that the card was stolen and I don't have an idea of what kind of commerce is : XXXX XXXX XXXX XXXX XXXX. Please help me with this issue it seems the bank just doesn't want to accept their responsibility and not refunding me this fraudulent purchase. Tell the bank to provide you with all the information they have from this issue, the transactions tried to do with this card after the report, the time that was made the purchase and how the purchase was made, and what they asked to accept the purchase from this merchant if signature or pin and check the signature, please!!! help me, I'm struggling a lot to put food on the table for my kids.
Company Response:
State: TX
Zip: 78573
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: At XXXX on XX/XX/2023, I received and email from Capital One that my phone number was updated on my account ( that I do not have ) and that I was approved for the Venture XXXX credit card with the company. Welcome to the family, XXXX! Now that youre approved for your new XXXX card, you should receive it in the mail in XXXX days. In the meantime, check out your Important Disclosures and Credit Score Disclosure Notice. Then, be sure to download or print and save a copy for your records. At the same time, my bank notified me that there was a credit check on my account since it notifies me of any credit score changes. I never applied for this account nor did I consent to my credit to be checked for this account.
Company Response:
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Capital One Auto Finance sent me a 1099c Cancelation of Debt form to file with the IRS but have recently placed my account in delinquent status. If the debt was discharged and and a cancellation of debt form was sent to me, then I should no longer be liable for any balance of the account. My credit score dropped over XXXX points for Capital One incorrectly reporting this information to the credit bureaus. I have tried to solve this issue with Capital One, but the agents do not seem to know about anything that I am speaking about. If I still have to pay taxes on the debt to the IRS for the cancellation of the debt, the debt should show as canceled and no balance should be shown. I was sent the 1099c Copy B on XX/XX/2023 but this delinquency was reported on XXXX XXXX. I will upload a copy of the 1099C form that I was sent, and I want this to be resolved and the balance to be XXXX out.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
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: This regards my wife and I 's Capital One Travel Card and Capital One 's refusal to XXXX ) honor a travel credit and XXXX ) refund my wife and I for flights that we were refused service on. This concerns capital one case number : XXXX This concerns a disputed transaction in the amount of {$5400.00}. XXXX travel miles were used to fund this purchase, in addition to {$4300.00}. We expect a full refund of travel miles and monetary amounts, for reasons explained below. The disputed {$5400.00} transaction consists of XXXX flights : ( XXXX ) outbound from XXXX to XXXX to XXXX to XXXX ; ( XXXX ) XXXX to XXXX to XXXX. The costs were split down the middle for each leg after the application of our Capital One Travel miles. These were first class tickets. In dealing with our complaint, Capital One has ignored that this concerns separate transactions and erroneously focuses on XXXX leg -- a concession that at least half the charge we dispute is improper on its face. Below, we first discuss the factual details pertinent to leg XXXX and our entitlement to a refund due to erroneous, and likely fraudulent, representations made by Capital One Travel agents. Second, we discuss leg XXXX ( return to XXXX ), and the factual details relevant to our entitlement to a refund due to the egregious mistreatment detailed therein. Leg XXXX ( XXXX to XXXX XXXX ) We were scheduled to depart from XXXX on XX/XX/2023, at XXXX XXXX. on XXXX XXXX XXXX XXXX. XXXX XXXXXXXX. Approximately XXXX hours before our scheduled departure time on XX/XX/XXXX, we called Capital One Travel for assistance rescheduling our flight to the following day as we were unable to get to the airport due to emergency circumstances out of our control. We reached a Capital One agent, who told us that we were well within the time frame for us to reschedule the trip and that there would be ( XXXX ) no issue refunding the full cost for leg XXXX ( including travel credit ) used to purchase the tickets and ( XXXX ) applying the equivalent amount ( i.e., half of {$5400.00} ) toward booking another flight the following day to the same destination. However, the Capital One Travel agent stated that to effectuate the refund and apply the credit to book a new flight, we would first have to call XXXX XXXX to cancel our flight directly. We followed Capital One Travels instruction to do so and called XXXX XXXX to cancel our flight, which they did. When we called Capital One Travel back to utilize our refunded travel credits and rebook our flight, the new agent that we spoke with indicated that he was unable to refund the travel credit and rebook with the credit because the flight was cancelled by XXXX XXXX. This was contradictory to the instructions explicitly provided by the prior Capital One Travel agent. Under no circumstances would we have canceled our flight with XXXX XXXX if we knew the Capital One agent was going to refuse to provide us a refundwe did so, to our detriment, based explicitly on the promises and representations made by Capital One Travel and its agents. At this point, Capital One Travel refused to utilize our promised travel credit to rebook the flight through Capital One Travel. The Capital One Travel agent further told us that he was unable to book the flight at all and stated we would have to work directly with XXXX XXXX. We did so, at a significantly increased costall based on representations by Capital One Travel. In effect, we were defrauded out of the right to refund and use travel credits through Capital One XXXX and forced to incur additional expenses in booking the flight through XXXX XXXX directly. Capital One did not refund the cost of the cancelled flight onto our Capital One credit card and it must now do so. Leg XXXX ( XXXX to XXXX ) In the afternoon of XX/XX/XXXX, my wife, XXXX XXXX, and I arrived at XXXX XXXX XXXX XXXX XXXX located in XXXX XXXX XXXX XXXX XXXX ) around XXXX XXXX and navigated through customs and security without incident. When our boarding group was called, my wife and I lined up and showed the ticketing agent our boarding passes and passports. The ticketing agent told us both to proceed with boarding by walking across the tarmac approximately XXXXXXXX XXXX to the waiting aircraft. Once at the aircraft steps, my wife once again showed her boarding pass and passport to another XXXX XXXX agent and was informed she needed to step aside and could not board. We asked for an explanation as to why my wife was suddenly being prevented from boarding and the XXXX XXXX agent stated that her boarding pass contained a passport number that did not match her passport. This was a lie. As I explained to the agent at the time, my wifes boarding pass did not contain any passport number on it indeed, no boarding pass, including mine, contained any passport information and, even if it did, the XXXX XXXX employee who reviewed the boarding pass made XXXX effort to review my wifes passport, meaning it was impossible for him to determine in the few seconds he looked at my wifes boarding pass that the numbers did not match. After a few minutes of standing on the XXXX tarmac without any explanation as to why we could not board, an XXXX XXXX XXXX XXXX XXXX that she was randomly selected for a secondary screening and that she would need to walk the approximately XXXX XXXX back to the airport terminal. We were informed that I could not accompany her and that I had no choice but to board the flight without my wife. This was extraordinarily bizarre to us as XXXX had already gone through the security screening process and had shown her boarding pass to XXXX XXXX security officials and the gate/ticketing agent without issue and without any indication that further security screening was necessary. Further, we observed that other passengers who had been selected for secondary screening were informed of the screening on the loudspeaker in the airport terminal prior to boarding. We had not received any such notice or announcement. To that end, we asked for an explanation about what type of screening was now suddenly required and why, and none was given. At this point, we were both extremely concerned for my wifes safety, given XXXX XXXX refusal to explain why my wife needed to undergo additional screening at this late juncture in the boarding process and the suspicious and erroneous reasons that were being offered. In asking to return to the terminal alongside my wife, I explained to XXXX XXXX that it would make us more comfortable if we could remain together as we were traveling in a foreign country. My wife is a petite framed woman who was now being inexplicably pulled from the plane steps as she was about to depart a foreign country ; our request to remain together, or at least within eyeshot of each other, was entirely within reason. Instead, XXXX XXXX ignored our requests and demanded, again without reason, that XXXX go with them alone despite already having passed through multiple screening processes without issue. Notably, they did not take my wifes bags with them, undercutting any notion that they were genuinely interested in conducting a legitimate security screening of my wife. She was terrified but complied with their requests and followed the XXXX XXXX employee back to the gate without issue. I did not know where my wife had been taken or when and if she would rejoin me. At the now-empty terminal, my wife was told to sit down and shut up by a group of female XXXX XXXX XXXX XXXX The XXXX XXXX agents continued with their wildly inappropriate behavior by throwing my wifes belongings onto the airport floor. When she asked the agents if she would be able to board after the search, as she was now alone in the terminal, the XXXX XXXX agents jeered at her and refused to answer. Meanwhile, I was still seated on the airline and all other passengers had boarded. An XXXX XXXX agent informed me that the flight was leaving and that if I left the flight, I could not reboard. Facing the option of leaving my wife behind in a foreign country, I was forced to exit the plane so I could rejoin my wife and ensure her safety. I walked the approximately XXXX XXXX back to the empty terminal where I saw my wife, who looked shaken and was surrounded by XXXX to XXXX XXXX XXXX agents. The employees promptly backed up when they saw me enter the terminal and continued to snicker with each other. I asked for an explanation as to how we could fly home as they had needlessly and arbitrarily prevented us from flying on our purchased flight and the XXXX XXXX agents told us to exit the area and go down to the XXXX XXXX ticketing counter to re-book our flights. When we went downstairs in attempt to do so, the XXXX XXXX agent at the ticketing counter told us she was inexplicably unable to book us another flight. Indeed, they stated they would only be able to rebook us if by giving us a direct call, which we found strange. Nevertheless, we returned to our hotel and waited for the callto this day, no one from XXXX XXXX has reached out. If we did not book another flight, as detailed below, we would effectively be stranded at XXXX XXXX. After returning to our hotel, and realizing XXXX XXXX was going to be unhelpful, we promptly booked return flights home with XXXX XXXX for the following day. Unfortunately, we were forced to incur significant monetary damages in connection with XXXX XXXX inexplicable and arbitrary failure to permit us to board our purchased flight. These costs include a stay at the XXXX XXXX XXXX XXXX on Friday, XX/XX/XXXX, our main cabin seating flight home via XXXX XXXX, round-trip taxi transportation to and from the airport/hotel, additional meal expenses, and additional long-term parking at XXXX XXXX XXXX XXXX. We were so distraught by the bizarre event that we contacted the American embassy to report the incident and filed a police report with the XXXX XXXX police XXXX We also drafted a detailed legal demand letter which we sent to XXXX XXXX XXXX Department via first class mail to ensure delivery. XXXX XXXX did not respond, nor have they refunded the flight to our Capital One credit card on which the flight was purchased. Capital One Travel can not allow XXXX XXXX to wrongfully keep payment for which no service was rendered. Because the flight was purchased through Capital One Travel, Capital One must refund the value of the flight. In sum, we expect that this information is sufficient to establish our right to a full refund of the disputed fee and travel miles. We think Capital One should honor its agents statements to us and issue a full refund for the disputed fee. Thus far, this case is a clear example of Capital One Travel failing to honor their agents explicit promises ( and, thus, the type of corporate fraud and abuse State and Federal agencies are designed to protect against ). Company 's Actions to Date To date, we have explained all of this to Capital One, with documentation. Capital One 's latest response stated that they closed the matter because we failed to provide certain information -- this is false. As can be seen from the detailed explanation above, we have provided all information available to us -- Capital One, for its part, refuses to take its blinders off and actually investigate this matter, and instead is clearly trying to just avoid this matter and give us the runaround.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have Capital One Venture One Visa card. There is a number on the back of the card to call. When I call that number after going through all the prompts the automated system tells me the wait is more than 20 minutes. I don't have 20 minutes. I have no other way to communicate with Capital One. Please help me be able to communicate with them with out spending an unreasonable period of my personal time. I am not their employee. They do not compensate me for my lost time.
Company Response:
State: CA
Zip: 90277
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Capital One customer service rep who I spoke with on XX/XX/XXXX lied to me over the phone. I spoke with this customer service rep over the phone for about 15 to 20 minutes maybe even longer. She advised me that my credit card was still active. She told me over the phone that if I made the credit card payment of {$110.00} that it would push my credit card out 60 days and it would be active for 60 more days. She also put me on hold for a while and then came back to me over the phone with a new payment arrangement. She told me the payment arrangement was that they will not add anymore interest to my credit card until I pay my deliquent balance. I was in a car accident and had serious injuries so I missed one of my payments a few months ago and that's why I had called them to let them know that I would like to make a payment. I made the payment and she said my card was good and would remain active. Unbeknownst to me she lied and charged my card off! And, I have called several times and they stated they would research it and then they told me an employee listened to the conversation that I had with the woman and the woman told me your card is going to be charged off when that is a flat lie!!! A bold face lie!! The woman never said charge off. She said my credit card would remain active for 60 more days from the day I made the payment on XX/XX/XXXX. And, Capital One will not reserve this charge off even though it is a complete lie. I could not believe that someone would just lie and state they heard her say that when she did not. I need help!! I need for Capital One to be honest and turn my card back on and correct all 3 of my credit reports. I need for them to correct this mistake they have made. Please help me!!
Company Response:
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the creditor 's customer service representative.
Company Response:
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A