Date Received: 2023-08-02
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/2023, I entered an agreement with a merchant ( XXXX ) via a broker ( XXXX ) to rent ( on a short-term basis ) a property in XXXX, XXXX. Translation : I booked a location for a vacation. On XX/XX/XXXX, we arrived at the property to find it was not as described ( and in fact hazardous to human health ). We took photos, videos, tried to contact our host, contacted XXXX, left the property, checked in somewhere else, and did not take the booking. Over the course of several days of back-and-forth, we were ultimately told " no refunds for any reason. '' On XX/XX/XXXX, I submitted a dispute claim for this booking to CapitalOne, the provider of the credit card used to make this transaction, stating that the service rendered ( and not accepted ) was not as advertised, and citing XXXX 's 'book with confidence guarantee ' My complaint is not that CapitalOne has denied my dispute. My complaint is that the dispute is in limbo. On XX/XX/XXXX and XX/XX/XXXX, I submitted over 40 documents showing my correspondence via email, text, and XXXX app about the property and its uninhabitability, photos of the property and its uninhabitabily, invoices from XXXX and XXXX, my credit card statement with the charge, pdfs of my statement about what happened and why I was opening my dispute, a video of the problem, etc. What was CapitalOne 's response to these documents? They sent a letter via their web app that effectively said : " We're sorry, you did not supply all the requested information. Please call this number if you want to talk about it. '' I called CapitalOne 's number on XX/XX/XXXX. The representative was walked through the situation, and they informed me that the team that reviewed the submission could not find the receipt showing that I paid the amount. I pointed out that the receipt was submitted ; the representative confirmed they saw the receipt and promised to re-open the case. Five minutes later, I received another letter via their web app. " We're sorry, you did not supply all the requested information. Please call this number if you want to talk about it. '' So, late that night on XX/XX/XXXX, I called AGAIN. I walked a brand new representative through the situation AGAIN, and this time they informed me that the team that reviewed the submission could not verify that the receipt I sent was really for the property in question. I kept this representative on the phone while I then submitted the original property advertisement to show how it differs, and a screenshot from XXXX saying 'you stayed at this place ' - ie, MY BOOKING. The representative assured me that this would make it to the team for review. On XX/XX/XXXX, I woke up to receive yet another letter via their web app. " We're sorry, you did not supply all the requested information ... '' So I call the representatives AGAIN. This time, it was " I'm not really sure why, the team says they didn't get a statement from the merchant promising a refund, the team didn't see an invoice or receipt that matched the dollar amount disputed, the team didn't receive a statement about why you're requesting a dispute ... '' are you kidding me? So now we're moving backwards? During the long hold time to get that information, I submitted even more screenshots of the XXXX app, showing my booking and my payment dates. Spoke with a manager who effectively told me the same thing - " the team doesn't see this, yeah, we don't really know why, no, we can't talk to them directly, just keep submitting documents until they see it. '' At this point I'm starting to re-submit the same documents in differing orders, or with the receipts and invoices all pasted into the same PDF document. It seems like whatever 'team ' they have doing this is a set of goldfish in a bowl with a tiny attention span and the inability to contact the outside world - nobody can talk to them, nobody can get anything but form letters from them, nobody can even send them direct messages. This is inane. I don't care if my dispute gets a 'yes ' or a 'no, ' I just need it to get something other than a 'we didn't get the documents we are asking for! '
Company Response:
State: CA
Zip: 91405
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I don't want to see this on my credit report, I'm begging you this is not mine, This is totally Fraud.
Company Response:
State: NC
Zip: 28540
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Went to XXXX to check credit card offers so I can get a card with intro rate of XXXX % for specific period as one card is coming to an end and I still have a {$600.00} plus bal. On my XXXX account it matched me to several credit card offers and I chose Capital One Savor One Cash Rewards card. I applied and created an account online. I tried to log into said account to expedite a balance transfer but was unable to log on to my newly created account. After several attempts online I called the Capital One number associated with the card ( XXXX ) XXXX. From there i had to enter my personal information and I found out that my account had been sold to a debt collector. XXXX ' ; to which I was " transferred '' or would be transferred but I was asked for my social security number again. I did NOT enter it at that time and I hung up. My credit score is XXXX when I checked it after logging onto XXXX and it went down XXXX XXXX with the Capital one credit check. However this 'debt ' that I DO NOT HAVE i fear will disrupt my credit rating. I used to have an account with Capital One over a decade ago which was XXXX though a XXXX back then. So I didn't think this sort of thing could happen when there is no real debt. This all happened today XXXX XX/XX/2023 around XXXX XXXX so some of the info I had to provide through your site didn't quite match with the problem I am experiencing and don't know what will happen now. One minute I get approved for a card and then I can't log on to my brand new account and then I find my account had been sold to a debt collector when there shouldn't be any debt. This is where I am at. Can you help me.
Company Response:
State: FL
Zip: 32168
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Inquries i do not recognize
Company Response:
State: WI
Zip: 537XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: This Capital One account ending in XXXX was listed as part of my bankruptcy in XXXX. This account has not been listed on any of the 3 credit bureaus in over 17 years. I went to pay another Capital One account that is in good standings and my bank never removed this account ending in XXXX from the list of creditors I pay by phone. In XX/XX/XXXX. I accidently made a {$190.00} payment to what I thought was the active Capital One account. The payment went to this closed account. I called Capital One and told them this account was in bankruptcy and to return the money. They would not return the money. The Capital One representative told me that she would turn this dispute over to the Capital one attorneys and get back to me in 10 days. She never did and I never received a call from the attorneys. Next month for the first time in 17 years I received a statement from Capital One for payment on account ending in XXXX. They took the {$190.00} payment. Chopped up the amounts into smaller payments of that money from {$38.00} to {$73.00}. Backdated those payments and spread that {$190.00} payment from XX/XX/XXXX back to XXXX to XXXX to make it seem like I have been paying all along which I have not done. Then they reported this account as charge off. I pay all my bills on time. My credit score was XXXX. Now because of Capital One AND ONLY Capital one my credit score is XXXX. All the credit card have with good rates have now increased the interest rate to 29.99 % Because of this charge off. I am not in collections because when I gave the lawyer of of the collection agency my statement. They had no further contact with me. My recent credit bureau dated XX/XX/XXXX reports " 0 collections found ''. I feel that because I am XXXX XXXX XXXX, Capital One bank took advantage of me and treated me unfairly as a senior citizen by : 1 ) Not listening to me and returning the money when I told them the account was listed in bankruptcy. 2 ) Lying to me by telling me that a Capital One attorney would be contacting me and never did. 3 ) Fraudulently not showing the {$190.00} payment made in XX/XX/XXXX but deceiving me by sending me a statement with small monthly payments backdated and spread out over 10 months to make me think I was paying all along. I am on a fixed income and the financial burden Capital One create by paying extra interest on my other cards has affcted my quality of life. Please help me
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I was charged interest 21 days after paying my balance in full. Capital One Quicksilver.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Recently, I did an investigation on my credit report which is caused XXXX XXXX upon and found unverifiable, invalidated, inaccurate, and questionable items that your agency didn't make sure it was reporting 100 % correct. In accordance with the Fair Credit Reporting Act, everything has to be 100 % accurate on my credit report and Under 15. U.S Code 1681 e ( b ) and 15 U.S Code 1681i ( 5 ) these accounts are in violation of not reporting 100 % accurate. The credit reporting agencies stated that these accounts were properly investigated and came back as verified. However, how is this true when there are several inaccuracies showing on my report? As a consumer, I request to know all the steps your agency took to insure these items were % 100 accurate under 15. U.S.C 1681i ( 7 ) Method of verification-Description of reinvestigation procedure.
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday, XX/XX/28 I deposited a {$3200.00} treasury check via mobile deposit to my Capital One Checking account. Ive had this account for some time and make regular mobile deposits of my paper pay checks. This check was in my name deposited to my account. I also verified it on treasury.gov. A few hours later, Capital One locked my entire balance in both checking and savings. I called capital one and was told I needed to verify my identity and the reason for the check. I sent in all information they requested and was told an investigation would take 60-90 days and I wouldnt have access to my money until it was complete. Also that capital one would be ending banking relations. Today, XXXX I called again for an update and was told they check has cleared but I needed to send in a reason for the check as they couldnt verify it. I went on treasury.gov again and the check verified and was marked as paid. Capital one told me I would need proof of that from the treasury ( impossible ) and that I would need to provide that to the investigator before they could complete their investigation. I still have no access to my money.
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Recently, I did an investigation on my credit report which is caused XXXX XXXX upon and found unverifiable, invalidated, inaccurate, and questionable items that your agency didn't make sure it was reporting 100 % correct. In accordance with the Fair Credit Reporting Act, everything has to be 100 % accurate on my credit report and Under 15. U.S Code 1681 e ( b ) and 15 U.S Code 1681i ( 5 ) these accounts are in violation of not reporting 100 % accurate. The credit reporting agencies stated that these accounts were properly investigated and came back as verified. However, how is this true when there are several inaccuracies showing on my report? As a consumer, I request to know all the steps your agency took to insure these items were % 100 accurate under 15. U.S.C 1681i ( 7 ) Method of verification-Description of reinvestigation procedure.
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Capital One and XXXX continue to report a charged off account. Under federal law any consumer account that incurs a finance charge should be reimbursed to me the consumer withing 7 days upon the written request of the consumer. I have request Capital One to send my payment and I have not received it. Capital One is not allowed to collect on a discharged debt. Per the IRS once a debt is discharged it is considered a certificate of indebtedness which is income and income can not be reported to the reporting agencies. In Capital One terms and conditions they agreed not to share my information with non affiliates unless it was the credit bureaus, The only credit bureau recognized by the government is the CFPB and they do not furnish credit report. XXXX, XXXX, and XXXX are independent companies with no affiliation to Capital One thus Capital One is breaking privacy laws by releasing my non public information. 1026.11 Treatment of credit balances ; account termination. ( a ) Credit balances. When a credit balance in excess of {$1.00} is created on a credit account ( through transmittal of funds to a creditor in excess of the total balance due on an account, through rebates of unearned finance charges or insurance premiums, or through amounts otherwise owed to or held for the benefit of the consumer ), the creditor shall : ( 1 ) Credit the amount of the credit balance to the consumer 's account ; ( 2 ) Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer ; ( 3 ) Make a good faith effort to refund to the consumer by cash, check, or money order, or credit to a deposit account of the consumer, any part of the credit balance remaining in the account for more than six months. No further action is required if the consumer 's current location is not known to the creditor and can not be traced through the consumer 's last known address or telephone number. 1026.13 Billing error resolution. ( a ) Definition of billing error. For purposes of this section, the term billing error means : ( 1 ) A reflection on or with a periodic statement of an extension of credit that is not made to the consumer or to a person who has actual, implied, or apparent authority to use the consumer 's credit card or open-end credit plan. ( 2 ) A reflection on or with a periodic statement of an extension of credit that is not identified in accor dance with the requirements of 1026.7 ( a ) ( 2 ) or ( b ) ( 2 ), as applicable, and 1026.8. ( 3 ) A reflection on or with a periodic statement of an extension of credit for property or services not accepted by the consumer or the consumer 's designee, or not delivered to the consumer or the consumer 's designee as agreed. ( 4 ) A reflection on a periodic statement of the creditor 's failure to credit properly a payment or other credit issued to the consumer 's account. ( 5 ) A reflection on a periodic statement of a computational or similar error of an accounting nature that is made by the creditor. ( 6 ) A reflection on a periodic statement of an extension of credit for which the consumer requests additional clarification, including documentary evidence. ( 7 ) The creditor 's failure to mail or deliver a periodic statement to the consumer 's last known address if that address was received by the creditor, in writing, at least 20 days before the end of the billing cycle for which the statement was required. ( b ) Billing error notice. A billing error notice is a written notice from a consumer that : ( 1 ) Is received by a creditor at the address disclosed under 1026.7 ( a ) ( 9 ) or ( b ) ( 9 ), as applicable, no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error ; ( 2 ) Enables the creditor to identify the consumer 's name and account number; and ( 3 ) To the extent possible, indicates the consumer 's belief and the reasons for the belief that a billing error exists, and the type, date, and amount of the error. ( c ) Time for resolution ; general procedures. ( 1 ) The creditor shall mail or deliver written acknowledgment to the consumer within 30 days of receiving a billing error notice, unless the creditor has complied with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within the 30-day period; and ( 2 ) The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice. ( d ) Rules pending resolution. Until a billing error is resolved under paragraph ( e ) or ( f ) of this section, the following rules apply : ( 1 ) Consumer 's right to withhold disputed amount ; collection action prohibited. The consumer need not pay ( and the creditor may not try to collect ) any portion of any required payment that the consumer believes is related to the disputed amount ( including related finance or other charges ). If the cardholder has enrolled in an automatic payment plan offered by the card issuer and has agreed to pay the credit card indebtedness by periodic deductions from the cardholder 's deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date. ( 2 ) Adverse credit reports prohibited. The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges. ( 3 ) Acceleration of debt and restriction of account prohibited. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 U.S.C. 1666 ( e ) for failure to comply with any of the requirements of this section. ( 4 ) Permitted creditor actions. A creditor is not prohibited from taking action to collect any undisputed portion of the item or bill ; from deducting any disputed amount and related finance or other charges from the consumer 's credit limit on the account ; or from reflecting a disputed amount and related finance or other charges on a periodic statement, provided that the creditor indicates on or with the periodic statement that payment of any disputed amount and related finance or other charges is not required pending the creditor 's compliance with this section. ( e ) Procedures if billing error occurred as asserted. If a creditor determines that a billing error occurred as asserted, it shall within the time limits in paragraph ( c ) ( 2 ) of this section : ( 1 ) Correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable; and ( 2 ) Mail or deliver a correction notice to the consumer. ( f ) Procedures if different billing error or no billing error occurred. If, after conducting a reasonable investigation, a creditor determines that no billing error occurred or that a different billing error occurred from that asserted, the creditor shall within the time limits in paragraph ( c ) ( 2 ) of this section : ( 1 ) Mail or deliver to the consumer an explanation that sets forth the reasons for the creditor 's belief that the billing error alleged by the consumer is incorrect in whole or in part ; ( 2 ) Furnish copies of documentary evidence of the consumer 's indebtedness, if the consumer so requests ; and ( 3 ) If a different billing error occurred, correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable. ( g ) Creditor 's rights and duties after resolution. If a creditor, after complying with all of the requirements of this section, determines that a consumer owes all or part of the disputed amount and related finance or other charges, the creditor : ( 1 ) Shall promptly notify the consumer in writing of the time when payment is due and the portion of the disputed amount and related finance or other charges that the consumer still owes ; ( 2 ) Shall allow any time period disclosed under 1026.6 ( a ) ( 1 ) or ( b ) ( 2 ) ( v ), as applicable, and 1026.7 ( a ) ( 8 ) or ( b ) ( 8 ), as applicable, during which the consumer can pay the amount due under paragraph ( g ) ( 1 ) of this section without incurring additional finance or other charges ; ( 3 ) May report an account or amount as delinquent because the amount due under paragraph ( g ) ( 1 ) of this section remains unpaid after the creditor has allowed any time period disclosed under 1026.6 ( a ) ( 1 ) or ( b ) ( 2 ) ( v ), as applicable, and 1026.7 ( a ) ( 8 ) or ( b ) ( 8 ), as applicable or 10 days ( whichever is longer ) during which the consumer can pay the amount ; but ( 4 ) May not report that an amount or account is delinquent because the amount due under paragraph ( g ) ( 1 ) of the section remains unpaid, if the creditor receives ( within the time allowed for payment in paragraph ( g ) ( 3 ) of this section ) further written notice from the consumer that any portion of the billing error is still in dispute, unless the creditor also : ( i ) Promptly reports that the amount or account is in dispute ; ( ii ) Mails or delivers to the consumer ( at the same time the report is made ) a written notice of the name and address of each person to whom the creditor makes a report ; and ( iii ) Promptly reports any subsequent resolution of the reported delinquency to all persons to whom the creditor has made a report. ( h ) Reassertion of billing error. A creditor that has fully complied with the requirements of this section has no further responsibilities under this section ( other than as provided in paragraph ( g ) ( 4 ) of this section ) if a consumer reasserts substantially the same billing error. ( i ) Relation to Electronic Fund Transfer Act and Regulation E. A creditor shall comply with the requirements of Regulation E, 12 CFR 1005.11, and 1005.18 ( e ) as applicable, governing error resolution rather than those of paragraphs ( a ), ( b ), ( c ), ( e ), ( f ), and ( h ) of this section if : ( 1 ) Except with respect to a prepaid account as defined in 1026.61, an extension of credit that is incident to an electronic fund transfer occurs under an agreement between the consumer and a financial institution to extend credit when the consumer 's account is overdrawn or to maintain a specified minimum balance in the consumer 's account ; or ( 2 ) With regard to a covered separate credit feature and an asset feature of a prepaid account where both are accessible by a hybrid prepaid-credit card as defined in 1026.61, an extension of credit that is incident to an electronic fund transfer occurs when the hybrid prepaid-credit card accesses both funds in the asset feature of the prepaid account and a credit extension from the credit feature with respect to a particular transaction.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A