Date Received: 2023-08-08
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: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau c/o Case Manager XXXX XXXX XXXX XXXX XXXX XXXX Dear Sir or Madam : The purpose of this letter to request a claim be opened against Capital One over unethical business practices and business errors made by their Fraud Department in XXXX. Please find the details below. In XXXX and XXXX of XXXX, my Capital One Venture card account ending in XXXX experienced several fraudulent transactions included unauthorized purchases and payments resulting in several thousand dollars of fraud. As per the terms of service provided by Capital One, I contacted the fraud department in XXXX of XXXX to report the fraudulent activity. The representative from Capital One went line by line through my transaction history to verify which purchases were mine and which were fraudulent. After verifying this information, I informed the representative that all other transactions were fraudulent. The account was credited, and I acquired a final payoff balance in XX/XX/XXXX where the account was then closed. Beginning in XX/XX/XXXX, I started receiving mail and phone calls from Capital One informing me that I owed {$5600.00} due to returned payments on the closed account. In several telephone conversations, I informed that I would not pay for fraudulent transactions on the account and had reported all such transactions the previous year. The representatives, and account manager, informed me that I was responsible for the balance as the payment from the previous year was returned. My question to them was, if they had done the appropriate fraud investigation on all fraudulent transactions as I reported, how could they come back almost a year later and tell me I owed such a balance? I told them that since their fraud department failed to do its duty and responsibility to conduct a thorough investigation, they would need to either absorb the balance or re-open the fraud case and pursue the individual responsible. They continue to harass me with mail and phone calls about this balance. I am asking that the Consumer Financial Protection Bureau step in, open a claim against Capital One for their unethical business practices and poor business practices, and clear my closed account of the balance and subsequent record on my credit report. If you have questions or need further clarification, please contact me at XXXX XXXX XXXX
Company Response:
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: They have raised my interest rate to 31 % making it impossible to pay the card off and I recently called asking to waive a {$40.00} late charge as a ONE time courtesy and they refused stating because my account was closed. This courtesy is affording to other clients but I have been alienated due to my financial hardship.
Company Response:
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To Whom It May Concern, It is a crime to threaten lawsuit with no intention of doing so, therefore you can take heed that I am very serious about filing suit against your company. I have sent 3 previous letters to you, all by certified mail ( receipts enclosed ) requesting that you remove inaccurate information from my file and you have failed to do so. Accordingly, I can show a judge that these accounts are inaccurate and that you violated the Fair Credit Reporting Act by ignoring my requests to investigate the items. My previous letters stated my reasons for an investigation and these reasons were not frivolous in any way. If this final request does not prompt you to conduct a proper investigation of these accounts in question, and send proof to me of said investigation, I will file a civil suit in my county for damages and you can travel to defend yourself. I take my credit very serious and your lack of professionalism and assistance disappoints me. I am well aware of my rights under the Fair Credit Reporting Act and I intend to pursue them to the maximum. I await your response.
Company Response:
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Capital one egged my into applying for a loan with emotional ploy advertisement and denied me then played me to apply again and denied me and now they are telling me to apply again and leave a survey on how I am enjoying capital one. I am being discriminated upon and have XXXX unauthorized inquires because no clear and conspicuous disclosures were given and I was tricked.
Company Response:
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Dear [ Capital One Consumer Disputes Team ], I hope this letter finds you well. I am writing to express my deep disappointment and concern regarding the recent experience I had while attempting to open an account at Capital One Bank. I have been a loyal customer of Capital One for 2 years and have always appreciated the high level of service and professionalism that your institution has provided. However, my recent encounter has left me disheartened and frustrated. On XX/XX/2023, I called your branch located at XXXX XXXX XXXX XXXX, IL with the intention of opening a new account. I was met with an alarming lack of courtesy and respect from the bank staff. Despite providing all necessary documentation and adhering to the established procedures, I was met with unnecessary delays, unexplained rejections, and an overall dismissive attitude. It is deeply concerning to me that a bank I have trusted for so long would treat a loyal customer in such a disrespectful manner. I believe that all customers, regardless of their background or circumstances, deserve to be treated with dignity and professionalism. I kindly request an immediate review of my situation and a thorough investigation into the actions of the staff involved. Additionally, I ask for a sincere apology and assurance that steps will be taken to prevent such incidents from occurring in the future. I value my relationship with Capital One and hope that this matter can be resolved promptly. If necessary, I am open to discussing this issue further with a representative from your team. Please feel free to contact me at XXXX or XXXX to arrange a suitable time for a conversation. Thank you for your attention to this matter. I look forward to a swift resolution and a continuation of the positive banking relationship I have enjoyed with Capital One. Sincerely, XXXX XXXX XXXX
Company Response:
State: IN
Zip: 464XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have been a card holder for going on 2years.Have not missed any due dates pay on or before due date.Have tried for a credit increase 4diffrent times.Was denied every time.Each time the response is negative with a different reason.When I ask were or how they get there information i am told there's no one who can tell me why or how they get the results.Also they tell me there's no number to speak to anyone about their response.I have spoke to 8 different people.They all Tell me the same thing.
Company Response:
State: KY
Zip: 40503
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I hope this letter finds you well. I am writing to bring to your attention a concerning matter regarding my Spark Capital One credit card account. I have encountered an unfortunate situation that has resulted in late payments being reported on my credit history, and I kindly request your assistance in resolving this issue in good faith. On [ date ], I received notification that my Spark Capital One credit card account was closed unexpectedly. This closure took me by surprise, as I have been a loyal customer in good standing for many years, consistently making on-time payments and maintaining a responsible financial history. Prior to the account closure, I had set up an auto-pay feature for my Spark Capital One account. This auto-pay feature reliably deducted the previous minimum payment amount from my bank account each month, ensuring timely payment of my credit card bill. However, after the account closure, I noticed that the minimum payment amount was not updated, and the auto-pay system continued to attempt to deduct the previous minimum payment. As a result, my payments were not covering the newly adjusted minimum amount, leading to late payments being recorded on my credit report. This situation has caused considerable distress, as my creditworthiness has been adversely affected due to an oversight beyond my control. I understand that the responsibility for updating the auto-pay feature after the account closure lies with the financial institution, but it has unfortunately resulted in negative consequences for me. Therefore, I am requesting your assistance in rectifying this matter and removing the late payments from my credit report in good faith. I have attached relevant documentation to demonstrate that my balance with Spark Capital One is up to date, and I have diligently fulfilled my payment obligations before the account closure. Additionally, I have initiated the necessary steps to rectify the auto-pay issue and prevent any further negative impacts on my credit history. I kindly ask that you investigate this matter thoroughly and work with Spark Capital One to ensure the prompt removal of the late payment remarks from my credit report. Your intervention will be greatly appreciated, as it will significantly impact my financial standing and overall creditworthiness.
Company Response:
State: IL
Zip: 60477
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The hard inquiries are preventing me from establishing my credit I did not give them permission to run my credit
Company Response:
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I've been a CapitalOne customer for 10+ years, currently having 6 different accounts with them ( checking, savings, CD, credit card, etc ). I've tried to open an additional Savings Account ( Performance Savings ) with them on XX/XX/XXXX using their online banking interface. As a step in that process the system asked for me to upload my government ID, for which I uploaded my current drivers license. The system accepted the upload, but later I got a message that I still need to call their customer service to complete the process. Once I called, it was revealed to me that the process of ID verification has failed, and I need to do it again. Customer representative needed to send me a code to my phone number to proceed, but was unable to do so. I have two phone numbers on file with CapitalOne, and neither worked. One of the numbers is a virtual phone line ( XXXX XXXX ), which indeed doesn't work sometimes with some services. But the second line is a legitimate cellular number in my name, yet they were unable to send the code and at that point it was too much hustle to continue so I aborted the request. Scrolling forward, on XX/XX/XXXX I decided to try again opening that same type of account with Capital One. This time I tried to use my valid US passport for verification. The system again accepted the upload, but next day I again found a message that it didn't work and I need to call CapitalOne. I also logged into my CapitalOne online account and found that all of my accounts are frozen. I called CapitalOne, and was informed by the customer representative that I my accounts are frozen because I failed ID verification. They sent me a link to upload the ID again, which I did, getting the confirmation screen that the upload was successful. However, representative informed me that my ID verification failed, and they need to send me the authorization code to my number. Basically the same process that I described earlier from XX/XX/XXXX. This process again failed. Representative then suggested they are going to do me a " favor '' and work around the system to unlock my accounts, but the call disconnected and accounts remained locked. In summary, CapitalOne utilizes an ID verification system that is extremely unreliable. CapitalOne also utilizes authentication system via SMS messaging that is unreliable. The result is that a customer may end up locked out of their money. I don't have access to my accounts as of right now.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: Hello, I used capital one travel credit card to book a hotel room in XXXX on XX/XX/XXXX because I had a layover in the city and needed a place to sleep. I arrived in XXXX at XXXX XXXX. And then I took a taxi to the hotel, but the hotel was closed. According to Capital one, I should have read the details of the hotel as it says that the hotel closes at XXXX XXXX. But that was not communicated to me and it was buried somewhere in details. In addition, the hotel never sent me an email regarding the hotel hours that it closes at XXXX XXXX I have been trying to resolve this issue with capital one for over two days.I called them from XXXX and promised to get it resolved and get a refund. They never got back to me. Then when I came back home, I called them and then after 24 hours, they told me that they can not get me a refund for the hotel that I never used. I had to book another hotel to stay at that night. So I ask the government to help me get back my {$120.00} for the hotel I booked. I really never seen anywhere in the world where hotels close at XXXX XXXX. This is quite a scam. Thank you
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A