Date Received: 2023-05-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX at approximately XXXX XXXX, my Capital One Venture X card was placed in restricted status freezing the use of the card for all 5 users ( 1 primary 4 supplemental ) of the account pending that I ( as primary ) contact capital one. My complaint is focused on the restriction/unlock process which is disproportionate and unfair to the customer in several aspects : 1. Capital One while staffing its customer service line 24/7 ( and states as such in their restriction notification ) does NOT staff its fraud department in a similar manner. If you call outside of the frauds departments office hours ( which are not declared ) you have to wait until the next business day. 2. When calling the Fraud department, the agent follows a standard script which tells customers you that it will take " 7-10 days '' to remove the restriction on what is being sold as a Travel focused credit card product where users are likely to be overseas and critically reliant on use of the card. The only way to accelerate this timeline is to request speaking with a fraud supervisor -- something cap1 does not share to the customer. In short, the people cap1 encourages customers to contact are not empowered to help. 3. In my particular case, I requested escalation to a fraud supervisor who told me that " their systems were down '' and I'd have to call back in " 2-4hrs '' as my account could not be accessed. In short Cap1 enterprise/production systems have very little business resiliency when it comes to their fraud operations. In my view this is a critical/material audit failure of multiple regulatory requirements associated wtih disaster recovery/business continuity. For 2-4 hrs to be part of a responders call script, the customer systems are not capable of even " two '' 9 availability. 4. When calling back ( Cap1 makes no effort to arrange to contact you ), you are told only a valid state ID can be presented to unlock your account -- federal ID such as valid US passports are not accepted because whatever authentication system Cap1 uses does not know how to process them/Cap1 is not paying for that feature set. a ) cap1 makes no mention of how this data will be used, retained or what third party they are passing the information on to when requesting the submittal via a link sent to the customer through email. There is no ability for the user to communicate with cap1 secure messaging via cap1 's own website. b ) cap1 offers no tech assistance in having their own cap1 app scan/upload the id. However if the id is not scanned/photo 'd in a way clear enough for the authentication system to validate, the account can be permanently suspended with no recourse. I am writing because while I was able to get my account unlocked, this process caused tremendous stress to my family who were travelling overseas and relying on a fair and transparent fraud monitoring process from Capital One in the event there were concerns about our purchases. To note : there is *nothing* I/my family can do to prevent this from happening again -- as there was no fraud and cap1 refuses to provide information as to what triggered the restriction other than a generic reference to an airfare purchase using capital one 's own travel portal website. 5. After processing my submitted id
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: They have closed my account agsin without notifying me. They also refuse to reopen it if I pay the full balance. They closed it due to a single return payment which is ridiculous bc I didnt schedule a payment and they never called to ask about it or why it was returned, just closed my acct.
Company Response:
State: WV
Zip: 26508
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX, I was alerted of a charge to my Capital One credit card account made on XX/XX/XXXX. When I checked the account activity, I saw a fraudulent purchase was made on my credit card ( my account, husband 's card ) in the amount of {$510.00} at a XXXX XXXX XXXX in XXXXXXXX XXXX XXXX I live in XXXX, XXXX ). I immediately called the fraud line at Cap One to dispute the charge and they said it was made with the chip card ( I had cut up the card when I received it in the mail so how this can occur is beyond me ) but they would investigate. Not 24 hours later, I received an email stating there was " insufficient evidence '' that I did not make the purchase and I was responsible fir the charge. I called the fraud line again and spoke with a manager on XX/XX/XXXX who called the XXXX XXXX XXXX XXXX and spoke with a staff member there ( while I was on the phone as well ) who looked up my account ( I do have a business account at XXXX 'XXXX XXXX in XXXXXXXX XXXX XXXX and the staff member told the Cap One manager the only activity I had for XXXX was a purchase I made on XX/XX/XXXX in the amount of {$21.00}. Despite this, because the staff member was unable to look up the credit card information, the Cap One manager told me the case closed, " her hands were tied '' and " there is nothing else I can do. '' Not satisfied with this as I am not willing to pay for criminal activity and fraudulent charges I didn't make in a state I'm not even close to, I called again on XX/XX/XXXX asking for further assistance with the matter. They sent me an email to send any documents I could to provide any evidence to make my case ( basically investigate my own situation, something they should have done for me as their customer! ). I called the XXXX XXXX XXXXXXXX in XXXX ( the store here the purchase was made ) and asked if they were able to bring up footage of that date and they said they would need a police report. I called the non-emergency line at the XXXX Police Department and filed a report for fraudulent charges and explained the situation which is now under investigation. I sent these documents to the email provided by Cap One. I am awaiting reply by the XXXX.
Company Response:
State: MD
Zip: 21030
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: My XXXX XXXXXXXX let me know there was a credit card opened in my name, i never opened this specific capital one credit card.
Company Response:
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2023 - Capital One transferred {$20000.00} to my XXXX Bank account per my request XX/XX/2023 - Capital One issued a reversal request to XXXX Bank and requested the transfer be returned from XXXX Bank to Capital One saying a fraud alert was triggered ; the money was removed from my XXXX Bank account ( see attached documents ) XX/XX/2023 - I called Capital One to address the issue and they said I'd receive a response in XXXX XX/XX/2023 - I received an email confirming the reversal in the amount of {$20000.00} and the amount would be credited within XXXX hours ( see attached email with confirmation ) XX/XX/2023 - the amount has not been credited to my account and Capital One representatives are saying it is deposited and I should check with XXXX bank ; XXXX bank said via phone call they returned the money XXXX and it should have been received by Capital One no later than XX/XX/2023 Capital One issued a fraud alert and stopped XXXX of my deposit. They made me jump through all sort of unnecessary hoops to verify my accounts when they could've just confirmed all the info with the other bank. They then lost, and are refusing to return, the {$20000.00} they reversed from my bank account. I have the paper trails from both accounts showing the transactions to prove the missing money and timelines.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had long relationships with Capital One. I trusted my finances to Capital One : I sent Capital One check when I bought a car XXXX years ago, all incoming wires, all incoming deposits, XXXX payments ( in and out ), payments to my credit cards was made from Capital One. My sister sent me international wire {$15000.00} on XXXX XXXX. Later I got a voicemail from official Capital One phone from XXXX that Capital One needs additional information before proceeding/releasing wire. Right after that my account was restricted. Yesterday ( XX/XX/XXXX ) I have an email it was closed. Even someone from XXXX said he would keep it open if wire still arrives. Another Representative denies someone from Capital One called me about wire, even I have XXXXe proof of voicemail. All Representatives were not really helpful, no one saw this wire coming, except XXXX, who left a voicemail and never tried to contact me again. Without reason Capital One decided to close my account. As a result, {$15000.00} are somewhere, not in my American account, not in my sisters account. No one returns {$450.00} commission fee to my sister, if she ever sees her funds back. My question is : why did Capital One close my account? I did not do anything wrong. Besides I was doing the same what I was doing last XXXX years. Capital One was fine with my iXXXX incoming wires. I am a Customer in good standing, who trusted Capital One and the Bank failed to service me when I mostly needed this.
Company Response:
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: The 3 credit bureaus are reporting my account incorrectly, It shows a past due balance and a charge off. I have asked them over and over to remove this account but no progress yet. XXXX, XXXX and XXXX claim that the debt has been verified and that it beongs to me.
Company Response:
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Capitalone Auto Financing reported my account late multiple times when I have a bill of sale dated XX/XX/23. This company reported my account late multiple times in a 30 day period when it was not delinquent. Lost check from car dealership. Multiple issues getting the title.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am not liable for this debt with Capital One and do not have a contract with Capital One. They did not provide me with the original application like i asked but I keep getting automated responses
Company Response:
State: FL
Zip: 33407
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Capital One Bank is not paying or denying payment requests through ACH to XXXX XXXX Bank which has been ongoing since XX/XX/2022. Capital One Bank does not process payment requests during the specified payment timeframes and seem to wait until the last minute to pay items which cause payments to get denied resulting in negative consequences like closed credit card accounts or fees. Capital One bank told XXXX XXXX Bank too close my credit card account even though I pay the credit card thru ACH using the same account since XX/XX/2022 which receives direct deposits from the same employer for 3 years. Capital One Bank had placed my account on hold in XX/XX/2022 for no stated reason and without warning causing me to run out of gas on the way to work which resulted in me having beg a stranger at the gas station for {$2.00} to make it to the bank. Next having to call and beg Capital One customer service, while in the banks driveway at XXXX, to contact corporate employees to release some of my funds for use in XX/XX/2022. Capital One Bank as recent as XX/XX/2022 told XXXX XXXX bank to close my credit card account after denying payment and a XXXX female manager refused to let me talk to anyone to resolve my issue and the in-branch tellers told me that my only option was to call the XXXX number and talk to customer service. Capital One Bank manager said that the call was recorded and there should be an official record of the call which happened in XX/XX/2022. I suspect this manager was the one who sent me a letter threatening to close my account if I called back to complain and possibly the one who told XXXX XXXX Bank to close my account.
Company Response:
State: TX
Zip: 75216
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A