Date Received: 2023-08-01
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/2023, I applied online for a line of credit. Capital One Auto Finance immediately denied an extension of my credit. This is 2 violations of ECOA / Regulation B by denying me and further discouraging me from applying for an extension of my credit.
Company Response:
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: The following letter sent to Capital One describes the fraud : XXXX XXXX : XXXX dated XX/XX/2023 This is in reference to the above mentioned claim files for my stolen credit card and used by someone else for more than {$10000.00}. I have received your letter for denying my claim for these transaction stating not enough evidence to support. Please undewrstand if someone loses credit card, what proof is he supposed to give you to prove that it was used by someone else? Also i would like to put forward the following for your reference to prove that it was not used by me. XXXX. In the history my credit crd for last more than 5 years, m my card is only used at not more than XXXX locastions on weekly basis. So your system should have detected unusual acivity right at the first instance when it was swiped at XXXX shop in different location. XXXX. It is business card, so any activity other than businesses should have prompted by your system anmd styopped the transaction, but it did not happened. Also it was never used at the night time in my purchase history. XXXX. I have attached my XX/XX/XXXX Timeline to prove my activities on XX/XX/XXXX all day for your reference. XXXX. Also filed a report with XXXX XXXX police department case XXXX on XXXX XXXX, 2023 to prove my innocense. XXXX. I will request you to escalate the case with npolice department as they can check the camera at places where the card was used. XXXX XXXX, XXXX XXXX XXXX all have camera 's to prove my innocense and find out the person who has done this fraud. Your response has made a big question mark on my safety of using your card for future puirchases. If I lose it again and someone swipes it for {$50000.00} than will I be responsible for those fruad?? I will request you to review the case again and credit my account for those charges. Thank you XXXX XXXX ( Phone XXXX )
Company Response:
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: This is an update to CFPB complaint # XXXX previously submitted on this matter. I am an XXXX person currently staying in XXXX XXXX XXXX to receive medical treatment for several ongoing health conditions. Since my arrival in XXXX last year I have relied on my Capital One Venture Visa Card # XXXX XXXX XXXX XXXX to pay for my medical treatment and other expenses. This card expired on XX/XX/2023. Due to the upcoming card expiration, on XX/XX/2023 I requested that Capital One send me a replacement Venture Visa Card in XXXX. On XX/XX/2023 I received an email from Capital One stating that " a shiny new card is on the way '' and " should arrive by XX/XX/2023 '' ( see attached email ). Capital One further confirmed to me by phone that the replacement card was sent to me by XXXX XXXX. As of today XX/XX/2023 the replacement card has not been received. I have made multiple trips to the local XXXX office to inquire about this card. Each trip requires a lengthy transit time followed by standing outside in line under hot sun for an extended period. This is extremely difficult for me due to my ill health. XXXX has stated that no information can be provided about the card without a tracking number for the shipment. Despite multiple requests Capital One has refused to provide a tracking number for the card shipment. Capital One has also refused to respond to the pending CFPB complaint on this matter. At this point due to the actions and negligence of Capital One I have no active credit card and therefore am unable to pay my medical and other expenses in XXXX. As a result I am suffering from extreme inconvenience, hardship and emotional distress. Thank you very much for your prompt attention to this matter. XXXX XXXX XXXX
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a cash deposit at a ATM on XX/XX/XXXX around XXXX to XXXX XXXX at the Capital One Branch located at XXXX XXXXXXXX XXXX XXXXXXXX XXXX NY XXXX in ATM # XXXX and while the ATM was counting the money it ran into a error and shut down for about XXXX minutes, the ATM did not apply my money to my account. because the bank is not open until XXXX I called customer service and I opened a case, the person who opened the case entered the wrong address and also the wrong ATM id, causing a delay into my investigation and ultimately a denial of the claim, because of human error at customer service, now Capital One is giving me a difficult time with the re-investigation. I understand that the ATM might be third party owned, but why cant they review the cameras at the Branch in the mean time to try to speed up the process or have it expedited because the customer care person entered the wrong address and ATM #. now they want me to wait another 10 business days
Company Response:
State: NY
Zip: 10466
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Was charged {$40.00} in fees and {$12.00} in interest in statement for period ending XX/XX/2023. Payment was due XX/XX/XXXX. Payment was sent from XXXX XXXX on XX/XX/XXXX. Total new balance on statement for period ending XX/XX/2023 was {$52.00}. I called Capital One to complain about the late fee and interest since the check was mailed two weeks ahead of the due date. They waived the late fee of {$40.00} but would not waive the interest. I asked if making a payment of {$12.00} would fully pay the balance and they said yes. I paid the {$12.00}. On the statement for the period ending XX/XX/2023, there was a fee of {$25.00}. I called Capital One to inform them that there should be no late fee since I paid the previous balance on time with the {$40.00} fee adjustment and the {$12.00} payment. They said the fee adjustment did not count as a payment and since I only sent in {$12.00} and not the entire {$52.00} I was subject to the fee and they did not waive it. This seems inappropriate as the adjusted new balance following the fee adjustment would have been {$12.00}. Additionally, their representative stated that me sending {$12.00} would pay the balance in full. It also seems to me that Capital One may be delaying the reciept/recording of check payments in order to charge fees. They are the only company out of many that I pay via check that have had issues receiving payments on time.
Company Response:
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received an Alert from XXXX XXXX that an Inquiry from Capital One hit my credit report on XX/XX/2023. I did not apply for credit with them or any other lender recently. I contacted XXXX and they instituted a Freeze to my XXXX credit report and instructed me to contact both XXXX XXXX and XXXX to do the same, which I did ; my credit report is now frozen at all three bureaus and all also have an alert to potential creditors to contact me if anyone tries to use my information. I was also told to contact Capital One and report the fraudulent activity, which I also did. The application apparently used a XXXX XXXX CA address but that was all Capital One could divulge. Capital One also informed me that I could contact FTC.Gov who would notify me of any further attempts to use my information, but that is what led me to this CFPB site. Capital One said they would investigate the application but that I could also file a report with the Police Department, which I will consider doing ... not sure how that would resolve / add to the resolution as I have not yet seen any other fraudulent activity.
Company Response:
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
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: I am writing to dispute these fraudulent charges on my account. I am a victim of identity theft, and I did not make this charge. I request that you remove the fraudulent charge and any related finance charges from my account. Please send me an updated and accurate statement and BLOCK the account.
Company Response:
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
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 am writing to file a formal complaint against Capital One regarding their unfair handling of a disputed transaction and their consumer-hostile fraud investigations, which are adversely affecting consumers like me. The incident in question occurred on XX/XX/2023, when I was charged three times for the same purchase by the vendor XXXX while on vacation in XXXX. Upon noticing the discrepancy on my Capital One account, I immediately contacted their customer service to initiate a dispute for the unauthorized charges. After an initial investigation, Capital One credited my account for the disputed amount of {$60.00}. However, despite clear evidence supporting my claim, Capital One has unfairly declined to investigate further, asserting that the merchant provided information supporting the transactions. During my attempts to resolve the matter in person with the XXXX merchant, I discovered that the error was due to the employee 's mishandling of the transaction on their handheld card terminal. Despite my efforts, the employee expressed a lack of knowledge and inability to reverse the erroneous charges on the spot, which further validates the legitimacy of my dispute. Capital One 's refusal to continue the investigation and their insistence on reapplying the charge to my account without just cause has left me significantly disadvantaged as a consumer. The unfair treatment in this matter reflects poorly on their commitment to protecting their customers and resolving disputes in a fair and transparent manner. Furthermore, I must bring to your attention the issue of Capital One 's hyper conservative fraud investigations. While it is essential for financial institutions to maintain secure practices, their anti-consumer approach is harming consumers. Capital One 's measures have resulted in the denial of genuine disputes like mine, where there is clear evidence of an error made by the vendor. I provided detailed statements showing the vendor charged me XXXX XXXX once, XXXX a second time and then XXXX XXXX the third time. I highlighted and showed Capital how its evident the merchant submitted a second charge for the same purchase but missing a zero and then charged the difference when charging me XXXX XXXX. While this amount is not material in the grand scheme I'm worried Capital One is unfairly pushing these mistakes on consumers. Other credit card companies offer seamless dispute investigations, online document processes, and direct phone lines to discuss disputes ; instead Capital One purposefully chooses consumer-hostile methods which serve no purpose other than discouraging consumers from pursuing remedies further. I had to find time to find a working fax machine to dispute their initial decline notice. This hyper conservative approach not only leads to wrongful denials of legitimate claims but also creates a sense of frustration and helplessness for customers who expect their financial institution to protect their interests. It undermines the trust consumers place in their credit card company, and in turn, affects our financial well-being and peace of mind.
Company Response:
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I recently ran XXXX XXXX to check on status of my information. It had status of " Hard Inquiry '' on the account with Capital One. When I looked at information I have not had any contact with Capital One CAPITAL ONE XXXX CAPITAL ONE XXXX, VA XXXX for years, at one time maybe 15 plus years ago I had a credit card with Capital One however since than it was added into my bankruptcy. This should not be still showing up on my credit. I tried calling the number for Capital One XXXX they had listed to talk to personell however they just kept asking for my credit card number and I have no credit card from them nor have for years. Respectfully, XXXX XXXX
Company Response:
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX, XXXX This Consumer phoned Capital One Credit Call Customer Service XXXX to find out " WHY '' Capital One locked this Consumer out of her Credit Card XXXX After receiving a few Email Notices concerning a Declined. Charge from XXXX ( a Grocery and Delivery Service ) about a charge of {$160.00}. Capital One 's Email and Capital One 's Customer 's Call Center 's Female Representative DID NOT ADDRESS THIS CONSUMER 'S QUESTION OF " WHY '' SHE WAS LOCKED OUT OF HER CREDIT ACCOUNT. This Capital One 's Representative wanted this Consumer to make a payment to help avoid future declines. She also told this Consumer that Consumer owed Capital One a balance of {$150.00}. ( Also stated in Capital One 's Email ). Consumer repeatedly inquired what credit amount was available on this Consumer 's Account. Getting very frustrated with this Representative 's demand for ANOTHER PAYMENT. This Representative finally answered this Consumer 's available credit amount available {$140.00}. Then This Consumer was told that Consumer had to change Consumer 's Password. Explained that She had to read terms/conditions that this Consumer HAD TO AGREE TO. She read the first Term/Condition- Consumer asked if Consumer would receive a copy of this Term/Condition that Consumer HAD TO AGREE TO. Representative DID NOT RESPOND. Representative stated to Consumer had to agree to this agreement so Representative get into Consumer 's Account and for Consumer to change Password. Under VERBAL PROTEST Replied " I guess so '. 2nd Term/Condition disclosed to Consumer was stated for Consumer. At this Time, Consumer asked again, would Consumer receive a copy of this Agreement. REPRESENTATIVE RESPONDED WITH SILENCE. Consumer stated- '' Consumer is going ro have to Record Conversations like these '' ( Common Sense.Consumer will Not receive a Copy of these terms/Conditions, being forced to agree to. ) CAPITAL ONE 'S REPRESENTATIVE VERY RUDELY STATED TO THIS CONSUMER TO " TURN OFF CONSUMER 'S RECORDING OF THIS CONVERSATION. '' ( Several times ). Which Consumer stated " IF CONSUMER WAS RECORDING THE CONVERSATION. '' Consumer tried to explained that CA has laws about Consumer 's have to receive copies of any Contract within ten days. [ CA CIVIL CODE sec. 1799.202 ] Also stated in the [ CA Consumer Protection Act, 2002 ] - states for Internet contracts/Agreements -15 days to be delivered to Consumer. Representative insisted that This Consumer HAD to Agree to Capital One 's 2nd Terms/Conditions that Consumer has to Agree to pay Consumer 's Data costs to allow Capital One 's Notices. Under PROTEST this Consumer felt threaten to do so, to save Consumer 's Credit Rating. This Consumer Demands that Capital One to Rescind these 2 Terms/Conditions that this Consumer was forced, undress to agree to. Just to change a XXXX PASSWORD. Consumer 's quoted [ CA CIVIL CODE sec. 1689 ] - " Rescission extinguishes the Contract, terminates further liability on the agreement, and restores the parties to their former positions '' This generally requires each party to return any consideration received prior to the rescission. '' LASTLY- ALL OF THIS MISUNDERSTANDINGS WERE DUE TO THIS CONSUMER FORGOT SHE FROZE HER CARD FOR THE PROTECTION OF WRONGFUL USE OF HER CREDIT CARD. NO RECOGNITION THAT THIS CONSUMER FIRST PAYMENT WAS NOT THE MINUIM PAYMENT VUT RATHER {$100.00} ( 3-4 times over the minimum amount ) THAT WAS DUE THE MONTH OF XXXX. This Consumer feels that Consumer 's DO NOT HAVE TO PAY WITH CONSUMER 'S DATA PLANS FOR CAPITAL ONE 'S ABUSIVE CONSTANT ADVERTISING OF OTHER CAPITAL ONE 'S SERVICES. THESE SERVICES BELONG TO CAPITAL ONE 'S BUSINESS EXPENSIVE OF BEING IN THEIR BUSINESS COSTS OF ADVERTISING NOT DELEGATING THEIR BUSINESS CHOICE OF ADVERTISING TO THE CONSUMER. This Consumer feels is due 1 Stock Certificate from Capital One, cause she is paying for Capital One 's business Expensive 's and Considered a Stock Member of Capital One. CONSUMER WANTS TO HEAR WHAT CAPITAL ONE HAS TO SAY FOR THEMSELVES. DO NOT RESPOND " APOLOGIZE FOR THIS CONSUMER 'S INCONVENIENCE '' THIS IS CONSUMER " BASHING '' AND A " DIRECT AGGRESSIVE ASSAULT ON CONSUMER 'S '' CAPITAL ONE IS HEREBY NOTIFIED THAT CONSUMER 'S INCOME THAT PAYS CAPITAL ONE 'S MONTHLY PAYMENTS AS PREVIOUSLY AGREED UPON IS PROTECTED UBDER [ [ 42 U.S.C. 407 ] SOICAL SECURITY ACT sec. 207 GREED SENDS A MESSAGE TO CONSUMER'S- CREDIT CARD INSTITUTIONS FORCES CONSUMER TO PAY CASH. CONSUMER 'S WILL TURN AWAY FROM CREDIT INSTITUTIONS CREDIT FINANCIAL INSTITUTIONS WILL NOT MAKE PROFITS OFF THE CONSUMER 'S PAYING YOUR INTEREST RATES! SO THUS CAPITAL ONE 'S COMPANIES WILL CRASH. RIGHT?
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A