Date Received: 2023-05-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Capital one closed my account on XXXX XXXX for no reason or explanation. I am writing to express my deep dissatisfaction and concern regarding the recent closure of my account with Capital One Bank, which was conducted without any prior notice or valid reason. I provided my social security number when opening the account, yet I have received no benefit or explanation for the abrupt closure.
Company Response:
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This complaint is against Capital One on how they handled unauthorized transactions on my account and how callous they are with fraudulent transactions on consumers account simply because they know they can deny your claim for any reason and get away with it. this is not right. who is protecting the consumers again these big corporations. Capital One holds his loyal customers responsible for unauthorized and fraudulent transactions and expect them to pay for charges they did not authorize with their hard earned money. On XX/XX/XXXX, I contacted Capital One about an unauthorized charge of {$44.00} cents by XXXX on my account that was posted on XX/XX/XXXX, XXXX upon further investigation, the agent and i found out it was a recurring transaction that was posted also on XXXX, XXXX, for {$44.00} cents and XX/XX/XXXX for {$44.00} cents. so the agent filed the complaints for all three. Now the fraud operation, although acknowledge the transactions were unauthorized, denied the claim to reimburse me for the charges for XX/XX/XXXX and XX/XX/XXXX by stating I am responsible for the unauthorized charges because it is too late to contact the seller. I believe Capital One should be responsible to protect their customers against unauthorized charges or fraud on their account. I should not be responsible for transactions I did not make. I should have XXXX liability when fraud has been determined and established. I Spoke to XXXX, id number XXXX, who identified himself as the manager. he told me my claim was denied because they are older than 60 days therefore I am responsible for these fraudulent charges. How does a credit card company hold his consumers responsible for unauthorized charges on their account. who is protecting the consumers? What is Capital One 's responsibility? the goal of my complaint is because I want Capital One to reimburse me for those unauthorized charges and not place the burden or blame on their consumers for fraudulent transactions.
Company Response:
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX Account # 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 a consumer reporting agency can not furnish my 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 credit plan as late for any purpose.
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On Monday morning, XX/XX/2023, I used the Capital One Mobile App to open a checking account. I went through the steps it showed on the screen, filling out the requested information, but it would not let me complete the setup without contacting customer service, which I did. After verifying my identity via the ID verification process provided by the Capital One Customer Service, I received an email saying the account had been successfully created, and I needed to create a username and password for it. However, when I returned to the webpage to complete the process and create the username and password, I was greeted with another page telling me I needed to call customer service again and again verify my government ID. I did that, and over the course of an hour had to verify my ID four separate times, none of which allowed me to access my account. The final customer service representative on the phone told me I needed to go into my local Capital One physical branch, which I did. After talking with a very nice customer service representative in person, she called the same customer service line I had spent an hour on hold multiple times trying to figure things out. After she attempted to prove to the other customer service representative on the phone that I was indeed who I said I was, which I proved by bringing my drivers license and SSN, she handed the phone to me. The man on the line was very hard to understand, but I gave him my phone number like I had four other times to go through the verification process. However, I was met with a cold response, almost as if he was reading a script, of We are unable to verify your government-issued ID. We are closing and locking your accounts. You are unable to bank with us again. There is no need for you to contact us anymore, please do not call us again. I handed the customer service representative the phone back, and the man on the line hung up on her after fifteen seconds or so. She told me Capital One thought someone else had access to my SSN, and that I should file a complaint, which I am doing now. Again, she was very nice and apologized about the whole situation. However, I am disappointed that Capital One was unable to provide me with a clear reason as to why they were unable to verify my government ID and why they closed my accounts, barring me from banking with them. I am certain that they believe me to be two separate people, because I created both a savings and checking account, but I was only ever able to access my savings account. This leads me to believe that although I went through all the same processes, Capital One thought I was a different person the second time, the time I tried to set up my checking account. However, I am not willing to risk my financial security because of Capital Ones poorly designed system. I want to be guaranteed that I am not at risk of identity theft, something that Capital One told me I had either experienced or was in great risk of, without ever giving me any resources to remedy the problem they caused. I have never had any issues with any other bank, and until today I did not have any reason to be concerned. But because of Capital One, I am now worried about the possibility they likely caused because of their inability to do their job. I will not be banking with Capital One again, not because they have barred me from doing so, but because their entire customer service system is incredibly bad. The in-person people helping should not have to wait on hold on the same phone lines as every customer. It does not make sense, and I believe the situation could have been handled better if the representative who I met with in-person had been able to take care of things without having to call the same customer service line I did. Dear Capital One, please do better, and let your employees who meet in-person actually help us customers instead of having to go through the same backed up phone system.
Company Response:
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Victim of identity theft
Company Response:
State: NJ
Zip: 08817
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I complained that I was treated unfair after completing a hardship payment plan. Which ended in XX/XX/2023 I made my XXXX payment to keep from getting a collection call and I keep my account current. They said I owed XXXX still for XXXX when I was told I would be in good shape after the Hardship payments ended. I do not call paying the XXXX and XXXX for XXXX in good shape. I just wanted a XXXX late fee for XXXX refunded which they refused. It is no wonder Walmart is suing them to end their contract with them because of poor customer service.
Company Response:
State: OH
Zip: 45373
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Company refuses to acknowledge that there is an error in their credit limit system. Keeps responding with a generic automated reply without even looking into it. If they look at their own reply, and read the documents on Capital one, they'll realize that the XXXX denial is wrongly attributed to a secured card, which my card is not, and hasn't been for a long time now. The system seems to have never updated the card from secured. Nevertheless, the incompetent representatives at the executive office seem to not be able to understand this, or know how to research it. Instead replying with a voicemail, and auto generated letter through here. A voicemail which states a number to call them back on and extension, but they never pick up. And they all state that their only in the office till 4pm or so EST, which is 1pm PST. I suggest reading your reply, then reading your own website, before sending these terrible automated replies that don't like into the issue. I'll make it even easier and show the parts of the reply which are completely incorrect. " Were reaching out to you about the request submitted to the Consumer Financial protection Bureau ( CFPB ), regarding your credit limit. We understand you would like us to increase your credit limit. Unfortunately, for the reasons outlined in our letter ( enclosed ) dated XX/XX/2023, your account isnt eligible at this time. Please note that you may visit XXXX for more information about credit limit increases. " Okay, so " my account isn't eligible at this time '' Okay so let 's visit www.capitalone.com/credit-cards/credit-line-increase/ for more information about credit limit increases and see what it says. " 1. Are all Capital One cards eligible for a credit line increase? '' Some accounts aren't eligible for increased credit lines upon request. Accounts that are usually ineligible : Are new accounts opened within the past several months. Are secured credit cards. Have received a credit line increase or decrease over the past several months. So my account XXXX : Are new accounts opened within the past several months. NO Are secured credit cards. NO, but used to be so this is where the problem is!!! System was probably never updated to reflect this change! Have received a credit line increase or decrease over the past several months. NO. So until you actually fix this. I am more than glad to file regulatory complaints with CFPB, CA attorney general 's office, California Department XXXX XXXX XXXX and XXXX, Better Business Bureau, and so on, on repeat, until the problem is actually addressed and fixed. And not just replying with a cookie-cutter automated reply that chat XXXX could've wrote which is factually completely wrong.
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I deposited a check for {$990.00}. On XXXX the check was returned for Non Sufficient Funds. The Bank, XXXX XXXX Bank, VALIDATED to Capital One that the check was a valid check to a valid account, but the account did not have sufficient funds. Capital One, on XXXX FROZE my accounts. ALL of my accounts. I have {$2600.00} of my personal funds FROZEN because of a XXXX party writing a check which had non sufficient funds. On XXXX my Mortgage XXXX was returned costing me {$25.00} in fees because my mortgage payment was RETURNED. I called Capital One twice to resolve this issue. They insist that it is their " policy '' to " Validate '' the check WITH THE XXXX XXXX. This XXXX party is difficult to get ahold of, and when I asked her to comply with Capital Ones Policy, she told me it's NOT HER PROBLEM and she does not want to do so. 1. WHY is Capital One FORCING a THIRD PARTY to " Validate '' a non sufficient Funds Check? This has significant legal ramifications. A. On what XXXX BASIS does Capital One have to FORCE a 3rd Party to comply with their internal " policy ''? B. On whaXXXX XXXX BASIS does Capital One have to force me to SUE the 3rd Party to comply with their policy? If the 3rd Party does not comply with Capital Ones policy, in order for my funds to be unfrozen, I must then sue them to force a judge to compel them to comply with Capital Ones policy (!!! ) 2. WHY is Capital One forcing a XXXX party to " validate '' a check when the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX that the check was valid and attempted to withdraw funds. The check was NOT RETURNED invalid, it was returned as VALID but non sufficient funds. XXXX. WHY is Capital One taking ADVERSE POSSESSION of my Property beyond the amount in dispute? What VALID LEGAL reason does Capital One have to in essence confiscate/ take adverse possession, even if temporary, of ALL of my funds in EXCESS of the amount in dispute? A. This creates significant financial harm to ANY CONSUMER of Capital One who encounters a nonsufficient funds check written to them by a 3rd party. B. Thus creates undue significant time and expenditure attempting to contact AND COMPEL A 3RD PARTY to " validate '' that they actually wrote the check. XXXX. Why is Capital One the ONLY BANK I have ever encountered this " policy '' This policy is Unreasonable. No other Bank to my knowledge has this absurd policy. Freezing funds beyond the disputed amount is unreasonable. Freezing funds causing significant financial harm is unreasonable. Freezing funds forcing consumers to compel a 3rd party to validate a check ALREADY VALIDATED by the 3rd party 's bank is unreasonable and absurd. This policy is Unconstitutional and ILLEGAL. Capital One has NO XXXX BASIS to compel non-clients to comply with its internal policies. Capital Ones policy creates circumstances which forces a client to possibly sue the 3rd party to obtain a court order from a judge to comply with Capital Ones internal policy.
Company Response:
State: IL
Zip: 61614
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX You are in Direct Violation of The Fair Credit Reporting Act ( XXXX XXXX & XXXX XXXX ), has violated several of my rights. 15 U.S.C 1681 section 602 A. Cloarty states that 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 an account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose. Remove these late payment and update this account immediately as you are in direct violation of several laws under The Fair Credit Reporting Act.
Company Response:
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I have opened my account with Capital one on XX/XX/XXXX, using promo code XXXX and deposited {$100000.00}, as advertised from my XXXX account. Per terms of advertisement if I keep my money for 90 days, I will get {$1000.00} as sign on bonus. I kept my money in account until XX/XX/XXXX ( i.e. 94 days ). I call bank on XX/XX/2023 and asked when I will get my bonus customer support told me I am not eligible, I argued with them and then transferred to supervisor. The supervisor told me I am eligible and will get my bonus on XX/XX/XXXX ( ref number for call : XXXX ). Today on XX/XX/XXXX, I didn't receive my bonus. I called bank again and spoke to supervisor. She told me, other supervisor mentioned I might be eligible and she didn't guarantee. I remember she did mentioned I will get it as it is per the term. I asked to listen to recording and file a complain for it ( ref number for call : XXXX ) As next step bank will take 30 more days to resolve this whether I will bonus or not. So, I want to raise this complain with CFPB as well. Happy to provide all relevant information as well.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A