Date Received: 2023-05-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This complaint refers to a {$1000.00} deposit made as part of the sign-up process for a Capital One 360 Performance Savings account. The account has been closed and Capital One has failed to return this deposit. On XXXX XX/XX/2023 I opened a Capital One 360 Performance Savings account. Part of the process was to initiate a transfer of funds from a personal local savings account into this new account. I made the transfer of {$1000.00}, and my local bank shows the transfer having been completed. On XXXX XXXX, I did not have full access to the new account, so I called their customer service number. I was told that my account needed additional verification ( there had been no notice of this via email or via messaging through my new account ), and that I would need to download an app to my phone which would then be used in a complex operation to take a picture of my drivers license, front and back, under very narrow constraints. After half an hour, the process continued to fail and so I told the customer service rep that I didnt feel like online banking should be this complicated. I asked them to close my account and return my {$1000.00} initial deposit. After the phone call was transferred to somebody else I was informed that the account would be closed, and that the deposit would be returned to its original account. On XXXX XXXX I found that I was no longer able to log into my Capital One account ( which is understandable, and was part of what I requested ), and that I would need to call their customer service number. In the meantime, my {$1000.00} from my local bank had not been returned. I called Capital One customer service number and, after entering my information, was directed to voice mail. It appears that there is now no way I can actually talk to anybody. The voice mail greeting says to leave name and phone number, and that they will try to return the call if its needed. On XXXX XXXX, my {$1000.00} deposit still has not been returned, and I have left a third voice mail ( again, there is no way to access a live representative ) informing them of the problem, that they need to return my {$1000.00} initial deposit to the local account from whence it came, that I have filed a complaint with the Better Business Bureau, and that I am now preparing this complaint for submission to the CFPB. I do not suspect malicious behaviour, but probable significant deficits in their customer service that prevent this from being resolved. Nevertheless, they continue to retain my {$1000.00} initial deposit and they provide no way for me to resolve the situation other than for me to leave voice messages that they say they might return if necessary.
Company Response:
State: AK
Zip: 997XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
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: After trying to reach a company I made a purchase to in the amount of {$1100.00}, and since they didn't respond to me in over a month, I decided to dispute the charge. Capital One asked me for all the documentation and I submitted everything they asked me for over and over again. I also called Capital One almost every day to ask them if there's anything else they needed from me. If there was I gave it to them. They found I was right in my dispute the first time and removed the charge from my card. However, because the supposedly company in question ( they company in question went bankrupt and sold to an outside party while I was waiting the 11 months for me chair therefore couldn't be the same company ) sent them a paper saying the product was delivered they charged it back to me. Of course it was, I never disputed that. The issue was it was incorrect. Built wrong. This chair is as the website describes supposed to be XXXX. However, it's XXXX. I gave Capital One all the pictures, measurements, paperwork, receipts, text messages where I tried to get them to call me asap, etc. I gave them everything they asked me for not once, but twice since they charged it back to my card and made me jump through hoops again and resubmit all my documents again for the second time. Which I did and also called them every day to see if there was anything else they needed. I was assured they had everything. Then I get a letter on XX/XX/2023 saying I had not given them everything they asked for. Therefore I called to see what was happening. They actually told me I needed a second opinion. They wanted me, a XXXX yr old woman who'd had 2 XXXX XXXX with XXXX to rent a truck, hire a mover, load the chair up, take it to a manufacture and let them measure it, write Capital One a letter on their letterhead saying it's built incorrectly. That is beyond ludicris. I gave them pictures of the measurements, I have supplied documents of what the measurements where supposed to be, I gave them everything to show this chair is incorrect. I am Capital One 's customer and they should be looking out for my best interest, not the people who are trying to take advantage of me by making me pay for something they know is wrong and won't return my calls or text or contact me whatsoever. I've submitted over 30 documents to prove my case and they make it out like I'm some kind of criminal because I refuse to pay for something that's not what I ordered. I've never in my life disputed anything and I see why people don't. These credit card companies make the customer out to be the villain and take the side of the person who's doing wrong. My case number with Capital One is XXXX
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: When I signed up for my store card I told the associate I had a different billing address than my residential and she assured me that she put both addresses and I will receive statements and information to log onto their payment portal. This was incorrect because I never received anything. I also could not place a payment on their portal because when inputting my address it gave me an error saying my information was not matching what was on file for the card. I called and talked to a representative which understood and agreed that this was kohls error due to the incorrect address. He also waived the late fee on my account because of this error. However they refuse to remove the delinquency from my credit report. They issued me 30 days late. By the time they corrected the address on file I didn't get the statements only the delinquency paperwork I attached here. I need this removed from my credit report. I have paid them off completely but the delinquency remains even though this was Kohls error.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Hello, my name is XXXX XXXX. I have an account with Capital One National Association since XXXX. XXXXXXXX XXXX I have set up several scheduled payments with Capital One, but they consistently withdrew the payments later than the scheduled date. When I became aware of this issue, I contacted Capital One customer service, but I was transferred from one department to another. Finally, I was advised that they would re-run the payment so that I would not have to make another payment due to their error. However, despite their reassurance, my account became delinquent. Capital One began contacting me frequently, making more than two to four calls a day, using a spam number. I have tried to solve this matter in the best way, but the company ignores my correspondence, I have spent a lot of time and my emotional and financial life is being affected by this problem. I have worked with the company for over 8 years and have never been late, have paid on time, and have tried to build a good credit score. I also have another account with Capital One for 7 years and I have a good payment history with them.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have been paying off my statement balances in full. On XX/XX/XXXX, I had a statement balance of {$190.00}. I had some reward points for {$13.00} and made a payment of {$180.00}. I miscalculated and was short {$3.00} for paying the balance off. I didn't think it was a big deal, since my statement literally reads ... '' we will charge you interest on the unpaid balance ''. I thought no big deal, how much interest is there going to be for {$3.00}. The next month Payment due on XX/XX/XXXX I got my statement and I was charged {$6.00} interest. When I looked at the bottom of my statement as to how that was calculated, they charging me interest not on the unpaid balance but on {$330.00}. This is not correct. The unpaid balance from the previous month is {$3.00}. I called to complain, and the customer service rep and their manager started making things up that do not fit what is written on my statement, as to how the interest is calculated. I paid my XXXX statement in FULL, including the incorrect interest amount. The next statement that I received for XXXX was even worse. This one has an interest amount of {$12.00}. This was calculated on an amount of {$640.00}. I called again to complain, and the rep and their manager were trying to tell me interest is calculated on how much I charge on the account. THIS IS INCORRECT. I paid all of my balance is full each month ... with the exception of the month of XXXX I was short {$3.00}. They have literally charged me almost {$20.00} in interest for being short {$3.00}. There is something wrong with this
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
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: Capital one Quicksilver continues to commit fraud by lying, they never sent an affidavit, and in so need to be reported to a higher power. What capital one Quicksilver is engaging in is called fraud, and I have recordings proving they lie. No affidavit ever came to the address to be signed. Another total lie, I can prove this because they can not provide proof of postage, as if they do, it will be mail fraud. At this point I'm positive they'll commit mail fraud, because the company is committing various other kinds of fraud.
Company Response:
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On or about XX/XX/XXXX of 2022 I opened a checking account with Capital One via my cellular device and internet. I proceeded to have my fianc, whom at the time had most of my money send me via XXXX two transactions of XXXX as repayments. And to this very day both transactions remain in good standing not she nor her banks have flagged either one of those initial transactions as bad, fraudulent, etc. A few days later I attempted to make an online purchase. That purchase did not go through, so I decided to reach out to capital one customer service in an attempt to figure out why my transactions were not going through and during that time they were extremely vague and advised me that I needed to come to an office to verify my identity. At the time I was in the process of waiting for my new identification card to come in then mail and that was the only form of identification capital 1 was accepting as being valid during that time. So until I was able to receive mine in the mail, I was not able to go in to a branch to verify my identity. Keep in mind capital 1 is primarily an online only bank as far as Californians is concerned. However In the meantime of obtaining my id, I received XXXX payments over the next few months most of which were reimbursements for labor and or materials and such from clients that I being the handy man I am had previously performed work for. Which I had done during covid when every extra penny helped. Also some of the payments were from close friends as well. So their payments consisted of but werent limited to : refunds for travel and past trips and meals, or activities that I had previously covered. Etc ... some of the payments I can hardy remember given the fact that its now XXXX entire year later I dont think anyone remembers every transaction made to their accounts a year later. Around or about in XXXX I tried to withdraw some of the money which I was unable to do. Upon reaching out to capital one they informed me that there was now an investigation going on with my account and that they had actually closed my account and ended the banking relationship with an account balance of XXXX altogether. I have called them every day for months its now been a full year later and they never tell me anything other than being very rude and vague with me telling me they arent disclosed to discuss anything with me so I ask for someone who I can speak to and then they begin transferring me to the next person who then transfers me again until finally one of them directs me to a voicemail and to leave a message. I have left probably close to 100 voicemails with their investigation team which they always direct me to. Not once have I ever received a phone call back. I have told the and left voicemails that I am late on my Bills and rent bc they wont help me. None of them show any sort of concern or sympathy. They are all like robots who read a script and show no ability to be able to solve problems or at the very least show some sort of empathy. They never try to help instead they just forward me to the next. I dont even get treated like a human being. They will never answer my question what I did wrong they say the only one who can speak about it is the investigator which they refuse to put me in direct contact with. I have gone down to one of there physical locations that they refer to as a cafe with the individuals who have sent me money so they can verify that these transactions are valid and still they will not release my funds. They never notified me of any closure of any account. Not by mail or by any means. One of their representatives actually told me they froze my account because I logged in with a VPN a virtual private network which is a program I choose too annually pay for which is 100 % legal and for my own personal protection when surfing the web as it is used to prevent hackers and viruses. Ive been very patient to allow them to do their investigation but the last time I called the representative told me they will not be releasing any funds for no reason other than the fact that I have not brought every single person in to one of their branches. I literally had 7 or 8 individuals take time out of there busy lives to go down to there bank to acknowledge that they did send me that money and still nothing changed, and they will still not release my funds. they had closed my account before a majority of those transactions were even sent. Why did they allow transactions TO GO THROUGH A CLOSED ACCOUNT All the transactions on my account are valid. FROM THE MOMENT I RECEIVED ANY SORt OF MONEY TO THE ACCOUNT ALL THE WAY UNTIL NOW XXXX MORE THAN A YEAR LATER NOT ONE SINGLE TRANSACTION HAS BEEN DISPUTED THERE FOR SHOULD AUTOMATICALLY LET THEM KNOW THE FUNDS ARE INFACT VALID Not one single person has disputed that they have not sent me money. Every time I call, they are extremely rude because they can not provide me any answers of why this happening because I have done nothing wrong instead they send me thru the same loop hole instead of actually doing their job and helping out a worried customer. Last time I checked people can use XXXX to send money. It has been months now if someone was going to dispute these XXXX transactions they would have done it by now. I am in contact with most of the Individuals who have sent me money so I can provide their names and phone numbers if needed I tried time and time again to prove my case and they just completely ignore all of it. I haven't done any fraudulent activities with this account, and I wish for them to release my funds immediately. This company should be shut down because they're a bunch of criminals I lost my house, and my car has been repossessed because I was unable to make the payments. I have done nothing to receive this type of treatment. They won't return my calls they won't let me prove that all the transactions are in fact legitimate instead they close my account with no notice and refuse to release the funds. Now they have withdrawn all of the money that was in the account. Where did it go? I did not receive it. They are literally stealing my hard-earned money and I would like it back imediatly. I can prove a XXXX times over that all of these transaction or legitamate. Them of which will not have one single reason for all of this damage other than me using a VPN and providing a wrong address on accident ( I live between 2 houses ) .Please help me get what is rightfully mine. My family has gone through so much damage because of this bully of a bank and thats exactly what they are, a big bully that steals money FOR NO REASON!!!! They wont even give me an address to where I can send them documents. So far my patients has gotten my absolutey no where and I would like them to return all of the money they have taken that I have received from family and friends.
Company Response:
State: CA
Zip: 92841
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the fair credit reporting act this creditor has violated my rights under 15 USC 1681 Section 602 states I have the right to privacy 15 USC 1681 Section 604 A Section 2 It also states a consumer reporting agency can not furnish an account without my written instructions Under 15 USC 's 1666 B 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: 95632
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX PA XXXX XXXX YOU ARE IN DIRECT VIOLATION OF THE FAIR CREDIT REPORTING ACT CAPITAL ONE AUTO FINANCE ACCOUNT # XXXX HAS VIOLATED SERVAL OF MY RIGHTS. 15 U.S.C 1681 SECTION 602 A CLARLY STATES THAT I HAVE THE RIGHT TO PRIVACY. 15 U.S.C 1681 SECTION 604 A SECTION 2 IT ALSO STATES A CONSUMER REPORTING 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 OPEN- END CONSUMER CREDIT PLAN AS LATE FOR ANY PURPOSE. REMOVE THE LATE PAYMENT AND UPDATE THIS ACCOUNT IMMEDIATELY AS YOU ARE VIOLATION OF SEVERAL LAWS UNDER THE FAIR CREDIT REPORTING ACT.
Company Response:
State: PA
Zip: 17406
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance to the fair credit reporting act XXXX act # XXXX has violating my rights. 15 USC 1681 section 602 states that I have the right to privacy. 15 USC 1681 section 604 A section 2 states a consumer reporting agency can not furnish account without my written instructions. 15 USC 1666B : a creditor may not treat a payment on a credit card account under open end consumer credit plan as late for any purpose
Company Response:
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A