Date Received: 2023-07-07
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 filed a dispute with capital one regarding a charge of {$530.00} with a company called XXXX. The disputed transaction is related to a 2-night hotel stay at the XXXX XXXX XXXX XXXX XXXX which I reserved through XXXX. Unfortunately, upon arrival at the hotel on XX/XX/2023, it became evident that the booking was not honored and I was unable to check-in for the second night of my stay. This directly contradicts the reservation I made and the payment I made in good faith. Due to this I had to book a second hotel, with my own money and pay for transportation to the new hotel. To resolve the issue, I immediately contacted XXXX and was assured by their customer service representatives on numerous occasions that I would receive a refund, given the fact that I did not receive the service I paid ( 2 full nights stay at the hotel ), normally they have a " no refund policy '', however as I did not get the service I had paid for they were going to refund me the funds. The XXXX company claimed to try to contact with the XXXX XXXX XXXX XXXX to resolve the matter and confirm what had happened. I called XXXX multiple times and they repeatedly kept telling me they " were having issues reaching the hotel ''. They assured me they would refund me my money once they confirmed with the hotel that the funds were going to be refunded to XXXX, so they could then refund them to me. I then called the XXXX XXXX XXXX XXXX myself and was easily able to speak with someone. They confirmed that the hotel had been in contact with XXXX and that they had already confirmed with them that they had refunded the money to XXXX so that it could be refunded from me. After revealing this to XXXX they stopped communicating with me. At this point I filed a chargeback for the {$530.00} I had paid XXXX with capital one on the terms of not receiving the product/service ( 2 night stay at hotel ) that I had paid for, this caused a huge disruption in my trip and also I had to book an additional hotel using my own funds. Capital one then opened a dispute and sided with XXXX I appealed this and provided them with the information to support my claim. The information they requested was the following : please send us a signed and dated letter that includes your case number, the merchant 's name, the date of the transaction, and the disputed amount by XX/XX/2023. Please also provide the following information in your letter : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant. I in turn sent them the following documentation to support my claim 1. Emails exchanged between myself and XXXX where they confirmed their intention to refund my payment, acknowledging their failure to provide the booked service. XXXX. An email from the XXXX XXXX XXXX XXXX, confirming to their communication with the merchant and confirming that I did not receive the complete 2-night hotel stay. IN ADDITION THEY CONFIRMED THAT THEY REFUNDED THE COST OF THE STAY BACK TO TRAVELUROHOTELS, THIS SHOULD HAVE BEEN AT LEAST REFUNDED TO ME BUT WAS NOT. TRAVELUROHOTELS KEPT THE MONEY!! XXXX. The original receipt from XXXX, clearly indicating a stay duration of XX/XX/2023, to XX/XX/2023, which they failed to fulfill. XXXX. A receipt from the XXXX XXXX XXXX XXXX, XXXX that my actual stay was only from XX/XX/2023, to XX/XX/2023, thereby necessitating an additional hotel booking. The receipt from the second hotel I had to book from XX/XX/2023, to XX/XX/2023, due to the incomplete service provided by XXXX. I then received a response from capital one stating the following : At that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. I sent capital one more than enough information to support my claim, and their response was that I did not send them anything that they asked for? This is a blatant lie. I was scammed out of {$530.00} of my hard earned money and capital one has been terrible. I have been a customer of theirs for many many years and they do not care about that. I should have the support of capital one as I tried to resolve the issue with the merchant directly but they were not cooperating. I was charged for a service I did not receive and have provided sufficient evidence to capital one, yet they fail to protect me as a consumer from unjust practices. CAPITAL ONE CASE NUMBER XXXX
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I Have intentions of paying the balance but having placed on my credit profile without contact is unprofessional. Furthermore a representative informing me that this could negatively impact my credit isnt within the guidelines for a creditor/debt collector to discuss with a customer.
Company Response:
State: FL
Zip: 32703
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I dispute any debt your company claimed to have on me you must stop all collection activities do not call my telephone number ( XXXX ) if you were ever given permission to call this number ( XXXX ) I am revoking that now my demands are : for you to provide a audit trail. ( This is what I need included in that audit trail. ) Original signed Contract Account File Ledger All account Documents Transactional History please be sure to provide everything the mentioned in this letter. According to fair credit reporting act section 609 ( a ) ( 1 ) ( A ). you are required by federal law to verify through the physical verification of the original signed consumer contract any and all accounts that you post on a credit report otherwise anyone paying for your reporting services could fax, mail, or email, in fraudulent accounts If you are unable to provide the demanded information you must immediately delete this account. If you fail to communicate to the consumer report and agencies that this debt is in disputed that would be a violation pursuant 15USC 1692E8 - false or misleading representation. The law is very clear as to the civil lability and the remedy available to me according to 15 USC 1692K. Furthermore failure to honor this request will lead me to fully intend on pursuing litigation in this matter is suing your company for actual damage sustained. Please be aware that freezing this account is not an update to my credit report. Under federal law you have 30 days to complete your re-investigation please be advised that the description of the procedure used to determine the accuracy of completeness of the information is hereby requested as well, to be provided within 15 days of the completion of your re-investigation I also attched a my identytheft report Thanks for giving this letter your prompt attention.
Company Response:
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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: The presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as it has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the significant financial and emotional XXXX this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear CAPITAL ONE, I am writing to dispute certain inaccuracies that are currently appearing on my credit report, which are affecting my credit standing and financial well-being. I kindly request that you take immediate action to remove and delete the following inaccurate information from my credit report : Account name CAPITAL ONE Account number XXXX Account type Credit card Responsibility Individual Date opened XX/XX/XXXX Status Account charged off. {$1.00}, XXXX written off. {$1.00}, XXXX past due as of XX/XX/XXXX. Status updated XX/XX/XXXX Balance {$1400.00} Balance updated XX/XX/XXXX I have thoroughly reviewed my credit report and have determined that these items are incorrect and do not reflect the accurate state of my financial history with your institution. The presence of these inaccuracies is causing significant distress and adversely impacting my ability to access credit and financial opportunities. Under the Fair Credit Reporting Act ( FCRA ), it is your responsibility as the creditor to ensure that the information you report to credit bureaus is accurate, verifiable, and up-to-date. I urge you to conduct an immediate investigation into these disputed items and take the necessary steps to remove them from my credit report without delay. I kindly request that you provide written confirmation of the removal of these inaccurate items from my credit report within 15 days of receiving this letter. Failure to comply with this request may result in further legal action to protect my rights as a consumer under the FCRA. I trust that you will handle this matter with the utmost urgency and professionalism. Should you require any additional information or documentation to support my dispute, please do not hesitate to contact me. Thank you for your prompt attention to this matter and for ensuring the accuracy of my credit report. Sincerely,
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: At some point in the last month, CapitalOne bank inflicted a change to their online bill payment service from XXXX XXXX XXXX. This resulted in an abyssmal reduction of the usefulness and functionality of the online bill payment service, and neither company is offering support. XXXX XXXX itself as being " fintech '' and " anti paper check '', noting that the very first result for XXXX in XXXX search is " XXXX scams '', and that they have no meaningful social media presence since XXXX and no one answers their phones. I set up a single online payment to my cable internet service provider on XX/XX/XXXX for the amount of {$110.00}, which was due XX/XX/XXXX. In the process of setting that up, the cable provider payment address information was prepopulated and I had to provide the account number. The screen informed that it would be processed as an electronic payment and paid within 1 to 2 business days. Instead, I learned on XX/XX/XXXX that my bill had not been paid and that they had mailed a paper check, guaranteeing that the payment would be received late. That notification came in an email. There is no indication of this in the online bill payment screen. The screen only says that the payment was made on XX/XX/XXXX, and the money was deducted from my account on XX/XX/XXXX. I contacted the bank on XX/XX/XXXX and was forced to go through their standard dispute process, to put a stop payment on the check and now the bank wants me to wait 10 business days to have the money credited back to my account for a basic theft that they enabled from my account. Now I also have to expose my debit card to yet another third party payee due to misleading bill payment information on the part of both Capital One and XXXX, in order to pay this bill on time. AND be denied the use of my funds for 10 business days for having to essentially pay this bill twice. I should not be penalized 10 days use of my money without interest or other consideration for 3 hours on the phone trying to resolve this issue and basically being told " too bad XXXX customer, that is the process '' -- when it is the bank themselves that created the process and enabled this robbery. I do not give CapitalOne or XXXX consent to free use of my social security benefits. I was told that I could receive a " good will letter '' sometime next week that the bill was paid on time but processed incorrectly, but this does not solve the problem, and as far as I can see this bank does not have an ounce of good will to give. This was escalated to a formal complaint, but none of the managers I have spoken to at Capital One are willing or able to correct their own error in any way to benefit the customer. I do not feel that as a customer having been intentionally mislead about the banks service and process should be penalized 10 days use of my funds without compensation due to the bank 's own falsified bill payment process and intentional misinformation.
Company Response:
State: TX
Zip: 776XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I called capital one finance on XXXX to the fact that my billing was incorrect. I spoke to a rep name XXXX whose identification was XXXX. I explained to him that when I bought the vehicle in XXXX, my monthly payment was {$580.00}. I have paid it on time and have made extra payments towards my vehicle to get my monthly payment lower. I brought the payment down to {$440.00} XX/XX/XXXX. I received a bill in XXXX of another bill of {$580.00} till now with still hanging my payments on time and paying towards the principal. I spoke to the rep who clearly ignored my question multiple times, and did not answer my question properly he forwarded me to a supervisor who also could know, answer my question or help me in any situation.
Company Response:
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I had a car and credit card through capitol one. I removed my wife at the time from my credit card somewhere around XXXX of XXXX. She filed for divorce in XX/XX/XXXX. The divorce was finalized XXXX of XXXX. They gave her the car which she paid off in XX/XX/XXXX. She paid the car payment through Capital one app. She didnt have any of my username or password but had access to my credit card purchases. I contacted Capitol one fraud department in XXXX of XXXX and they said she wasnt on the account and she couldnt see my purchases. She sent me pictures of charges from her phone. I had Capitol one cancel my card and reissue me a new card. Also I got a new XXXX XXXX card in XXXX. I had passwords that my ex wife did not know. Then my ex wife sent me more pictures of my account on XX/XX/XXXX. I called Capitol one XXXX department again and told them about this situation and the replied they was no way that she could see my account. I paid off both cards and canceled both accounts. I contacted my ex wife and she said she just login her Capitol one app where she used to pay here car payment and my information was on her dashboard on app. This is invasion of my privacy and Capitol one could do nothing to protect me.
Company Response:
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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: The presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as it has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 was contacted by XXXX customer service, well what I thought was XXXX Customer Service, which turned out to be a scammer. According to this person, there were unknown charges on my Capital One Credit Card account. When I called the credit card company, there was no record of any unknown charges. In addition, I have also filed a report with the FTC regarding this situation. The scammer told me that in order to stop my XXXX account from being compromised, that I had to go to stores and purchase gift cards from XXXX, XXXX, XXXX, and XXXX. Unknowingly, I followed suit and then after the fact, realized that I have fallen a victim of a scam. I immediately contacted Capital One and explained the situation and that I would like to have all charges disputed. Capital One followed suit and disputed all charges. Fast forward to XX/XX/XXXX, Capital One sends me a letter stating that XXXX has denied my dispute for {$450.00}. They have stated that there is nothing that can be done. I also worry that I will be responsible for the other charges that were made from the other merchants.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A