Date Received: 2023-08-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting Act XXXX XXXX XXXX XXXX has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an 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 plan as late for any purpose.
Company Response:
State: AL
Zip: 36117
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
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/XXXX I opened a dispute with my Capital One credit card. The reason I opened a dispute is because I was scammed out of {$450.00} from an online website. I ordered a glass neon sign from XXXX and received a cheap flimsy LED sign made out of plastic. I did not get what I paid for, so I opened an item not as described dispute. Capital One also made it difficult for me to open the dispute. I had to complete an online questionnaire, but they did not let me submit any of my own documents showing proof of being scammed. They also would not finalize the dispute until I called them. This was a lengthy, time consuming, and frustrating process that I have not had to do with any other credit card company. Initially, I contacted the neon sign customer service in an attempt to get a refund and they admitted over the phone that there was a mistake with my order and that I was overcharged. The company also admitted that they do not make glass neon signs because nobody wants them. The company offered me a partial refund of only {$120.00}. I declined this offer because I did not receive what I wanted. I wanted to return the product for a full refund. The customer service representative told me that they would call me back. I never received a call from them, which is why I opened the dispute. When I called Capital One customer service XX/XX/XXXX, they told me that they would ask me for additional information if they needed it since I was not able to submit any. They credited the purchase on my account temporarily. Then, on XX/XX/XXXX I received a letter from Capital One saying that I had lost the dispute and if I wanted to challenge it further I had to submit following : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement/ contract, and information and / or evidence to support how the merchandise ordered differs from what was received. A second opinion on company letterhead from another merchant in the same field stating specifically what the original merchant did incorrectly, how the problem can be corrected, and what that will cost. A statement that includes the number of times the merchant tried to correct the problem, and a description of how you tried to resolve the dispute with the merchant. If you returned the installed parts, please provide the date and proof of return or the date they were made available for pick-up. If the merchant gave you a refund voucher, please provide that as well. I contacted Capital One customer service on XX/XX/XXXX after receiving the letter that I lost the dispute. I expressed my concerns that I was unable to submit any of my own documents. I also asked if all my proof had to be mailed and they said no and sent me a link to provide my documents. I also expressed concerns about the a second opinion on company letterhead from another merchant in the same field stating specifically what the original merchant did incorrectly section on the letter from them. I inquired why another business that has nothing to do with the dispute would be willing to write a letter for me. They told me on the phone that I did not have to include that letter and still could potentially win the dispute without it. On XX/XX/XXXX, I provided them with the information provided minus the letter from another merchant. On XX/XX/XXXX, I received another letter from Capital One saying that I did not provide them with the information they asked for and that the dispute would remain closed. Outraged, I called Capital One customer service and asked what additional information they needed. They gave me a list of things to send in, which still did not include the letter from another merchant. I compiled the documents and submitted them the same day on XX/XX/XXXX. Almost immediately after submitting the documents I received an email from Capital One stating that the case would remain closed. A real person could not have even reviewed the documents in the time that I submitted them and received the email stating that the case would remain closed. It was almost instantaneous. I did heaps of work providing proof for my documents to not even be looked at by a real person. I also received the same document every time that did not even elaborate on what was missing from my dispute evidence. It just stated that I did not provide them with what they asked for, which was not true. I called customer service again on XX/XX/XXXX and demanded to speak to a supervisor after I was told that I needed the letterhead from another merchant in the same field. I was frustrated because I was told twice by customer service that it was not necessary. I was on the phone for over an hour with the Capital One supervisor. She was rude and dismissive. She said our evidence was not good enough despite it providing all of what they had been asking for. She just stated that we needed the letterhead from another merchant and a progressive essay, which was essentially what I had already submitted and spent hours working on. I also complained that the charge was put back on my account. The supervisor told me that the case was not closed and that the money was just floating around. I do not believe this to be true as the purchase adjustment was put back on my account on XX/XX/XXXX. It appears to me that they had already made their decision. They told me that the letter I kept receiving was a generic letter and the case was not actually closed. I also believe this to be a lie because the funds were immediately put back onto my account and I continuously received the same document stating that the case was closed. Nowhere in the letter did it say I was able to provide more evidence. I was only able to provide more evidence because I continued calling customer service for a link. This situation was ridiculous to me as the dispute was already extremely time consuming and now I had to find a merchant who had nothing to do with the dispute to write a letter explaining what was wrong with the product I received. Extremely frustrated, I decided to get the letterhead from another business in the area. One last time, I contacted Capital One customer service before I obtained the letterhead to see what I was even attempting to prove. The business, XXXX XXXX submitted that I had received a glass neon sign according to the customer service representative. In my evidence, I showed Capital One that I did not receive a glass sign and that it was a plastic LED sign. However, I still decided to pursue the letterhead from another merchant as a last attempt at getting my money back. On XX/XX/XXXX, I submitted my final proof to Capital One, this time I included the letterhead from another merchant. Again, almost immediately I received a letter stating that I had lost the dispute. I received the same letter that I had gotten prior. The dispute was permanently closed on XX/XX/XXXX and I could no longer provide anymore evidence I had to do hours of work with pages of proof that included pictures of what I received with explanations and dates. The business, XXXX XXXXXXXX, only had to submit one document stating that the customer received what they ordered and their terms and conditions and stated that I ordered from the wrong link. I did not order from the wrong link and proved this to both Capital One and the business and still have not received any sort of refund from anyone. It is absurd that the consumer who was scammed had to submit pages and pages of evidence and the business only had to submit one sentence and the invoice of my purchase. Additionally, I believe that all of the time spent on the dispute was a waste of time. Since they put the charge back on my account from the moment I got the first letter from Capital One. No one even looked at my documents. I received the same letter from Capital One countless times saying that I lost. These letters were sent in minutes where it would be impossible for a real person to review my evidence. I spent hours on my proof to get my money back, but Capital One did not even bother to look at it. I wasted my time and still lost my money. In the document from Capital One on XX/XX/XXXX, it shows the proof that the business, XXXX XXXX submitted. It is minuscule compared to what I had to send in and still lose the dispute. Additionally, I reported the business to the XXXX and they admitted that they offered me a partial refund, meaning that there was something wrong with the product I received. I never received this refund as shown in my statement. I submitted this proof to Capital One, but of course it was not even looked at. I had to pay full price for an item that was falsely advertised. I am providing all of the documents that I sent to Capital One and the business to show the extensive work I had to do for no help from Capital One. They did not treat me fairly. The business was valued more than me as I had to submit an obscene amount of evidence. Capital One does not value their customers.
Company Response:
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I bought a ticket for my daughter from XXXX XXXX. The XXXX XXXX ticket representative was unable to connect her ticket to XXXX XXXX. She told my daughter that she refunded the ticket, and that I will received a refund in three days. I called XXXX XXXX after three days, they told that their system is not working but I can call my bank to get a refund. Capital one denied to give me a refund after opening two claims. the amount is {$1100.00}.
Company Response:
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Purchased concert tickets from XXXX XXXX XXXX XXXX for an event in XXXX. XXXX XXXX XXXX ( Florida ) is refusing to release the tickets and requiring will call pickup. Which we live in PA, and this wasnt disclosed upfront. Capital One rejected dispute, claiming I authorized the purchase. But the dispute was specific to the fact that XXXX is refusing to refund or release the tickets, digitally. I have done everything from trying to contact the Artist, resolve with XXXX, and with Capital One. I will be out {$1100.00} Capital One has denied dispute under the umbrella that I have the ability to obtain services in Florida. But it was never disclosed that tickets must be picked up at Will Call. For this, the FTC has provided guidance and Capital One is a co-conspire under PART 435MAIL, INTERNET, OR TELEPHONE ORDER MERCHANDISE. And Capital One is not honoring the Consumer Protection Act as outlined here https : //consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products.
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is the fourth time this has happened with capital one credit card AND my XXXX XXXXt account. My XXXX XXXX account was linked to make payments and it is booting my account off every month for no reason. I provided capital one with everything they asked for from XXXX XXXX, I call every week and it is not resolved. I need this resolved this time. And i need someone from this end to contact me at this point, because this is ridiculous and should not be happening. I want to pay my bills and not be stuck in debt, but capital one is not working and helping me, they keep giving me the run around. Please please please someone contact me and lets resolve this.
Company Response:
State: NJ
Zip: 08648
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Charged upfront or unexpected fees
Subissue:
Consumer Complaint: Someone has access to my bank account information. An auto loan was opened in XXXX along with another loan with Capital One in XXXX.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
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 traveled to XXXX and got a taxi which was supposed to be {$60.00} we signed a POS system and entered our email address while verifying it was {$60.00}. They were supposed to email us a receipt and never did. During the ride I received a text message from the credit card company asking if I authorized a charge for {$380.00} I replied to the text no and I also called my company immediately even while during the taxi ride. The credit card agent told me to wait until the charge processed and I could dispute it. They did not turn off my card or freeze it and I never got a receipt from the taxi company. I filed a dispute which was denied I also filed a fraud claim which was recommended by Capital One supervisor both were denied. I have asked the credit card company to contact the merchant and provide the signed copy of what we signed in the taxi and they have said even if the merchant doesn't respond because I don't have a receipt I am liable for almost {$400.00} charge that I did not authorize and I immediately notified the company of.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I sent letters to have this account removed if my credit reports due to being reported inaccurate on my credit report. 15 U.S.C. 1681 section 602 A. I have the right to privacy. 15 U.S.C. 1681 Section 604 A section 2 : it also states, a consumer reporting agency, can not furnish a account without my written instructions.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
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: Captial One mallicoiusly lied to disqualify my dispute. After a year of frequently calling, checking and waiting- I was told to submit documents several times. After nearly two years of run-around, I was told that the case was disqualified at the start for being 10 days late to a paperwork submission deadline. I HAD NO NOTIFICATION OF THIS DEADLINE. I was told ( after 1.5 years ) that Capital One expects customers to log in and frequently check a hidden " documents '' area to get notifications. They do not provide direct notification and disqualified my request retroactively because of this excuse. Then, they lied saying the issue was fully resolved. I believe them, but later discovered that they corrected ONLY ONE OF TWO FALSE CHARGES. Capital One was notified of this issue 10+ times by phone and 5 times THROUGH THE CFPB and continues to defend their fraudulent behavior.
Company Response:
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I viewed my reports and noticed items that weren't mine. I haven't applied for credit with Capital One XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A