Date Received: 2023-04-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I was XXXX at XXXX and released XX/XX/23. It takes at 2 months to even get into a DPS station for an ID. I was given a XXXX ID which is accepted by the state of Texas everywhere,, except for Capital One. This afternoon I spoke with a woman name XXXX Employee ID # XXXX, Call Reference No XXXX who stated that this form of ID is not " acceptable. '' I can not even change my telephone number or access my bank account These people are rude, harsh and unprofessional and obviously inhumane.
Company Response:
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
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: XX/XX/XXXX This matter involves Capital One and their mishandling of a dispute I have with a merchant. Below is a chronological list of pertinent facts : XXXX XXXX, XXXX : XXXX charged me {$110.00} as an automatic renewal for annual antivirus protection. The existing subscription did not expire until XX/XX/XXXX. XX/XX/XXXX : I reject the automatic renewal and receive an email confirming the cancellation of the automatic renewal. XX/XX/XXXX : Call and talk to XXXX disputing the XX/XX/XXXX charge of {$110.00}. She opens case # XXXX. XX/XX/XXXX : Letter from Capital One that they've credited my account {$110.00} for the invalid charge since XXXX apparently never credited my account. XX/XX/XXXX : Letter from Capital One stating XXXX has no record the automatic renewal was cancelled. Documentation from XXXX clearly states that " your subscription will automatically renew at the then applicable rate price unless cancelled by you '' ( Part 2 - General Terms, section 5a ), page 2 of 6 ). Invalid charge is reinstated. XX/XX/XXXX : Send correspondence along with copy of XX/XX/XXXX cancellation email from XXXX to Capital One. Included in the correspondence is an additional note stating that not only is there indisputable proof that the automatic renewal was cancelled on XX/XX/XXXX, but that the charge should also be reversed as the renewal period didn't begin for 5 more days and I clearly didn't want it. XX/XX/XXXX : Letter from Capital One stating my XX/XX/XXXX correspondence " ... .. 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. '' XX/XX/XXXX : Called Capital One and spoke with a lady named XXXX who barely spoke XXXX. XXXX confirmed that they had all of the documentation detailed above including the XX/XX/XXXX cancellation email. I asked her what else was necessary and she didn't know what to say, finally suggesting I needed to provide a cancellation number ( although one was never provided ) and later a copy of the cancellation policy ( even though it was detailed in the documentation XXXX submitted ). I told her I had provided irrefutable proof that the renewal had been cancelled and further was disputing in well in advance of the automatic renewal date of XX/XX/XXXX. This call lasted approximately XXXX minutes and included numerous periods of me being put on hold for several minutes without any notice. Clearly, this customer service representative was in a third world country where XXXX in not the native language. She was also clearly uneducated and untrained in basic business transactions that occur in the United States of America. I asked if they provided XXXX with a copy of my cancellation email and she said they had not because they didn't need to. I finally asked her to just close my account which she assured me repeatedly she could do. XX/XX/XXXX : After waiting a few hours, I called Capital One to confirm if my account had been closed based on my previous discussion earlier this day and it had not. I then asked the customer service representative to close my account which I subsequently confirmed had actually occurred. XX/XX/XXXX : Statement showing charge has been reinstated, late fees, interest added. XX/XX/XXXX : Call Capital One and get a lady from a third world country who doesn't speak XXXX. I couldn't understand one word she said. I asked to speak to someone in the United States and get transferred to XXXX. I explain the situation to XXXX and she transfers me to XXXX. I ask XXXX why this charge has been reinstated and she says it's because I didn't dispute it 60 days prior to the renewal period ending. When I explained I disputed it on XX/XX/XXXX, the same day it was charged, she changes the reason to not disputing it to 60 days prior to XX/XX/XXXX. I asked her what she was basing these statements on and she could provide no specific document, policy, etc., she literally was just making reasons up. I explained that I had clearly gotten the charge cancelled on the same day it happened and Capital One was just being lazy, ignorant, and irresponsible by trying to bully me instead of a company it undoubtedly does business with on a daily basis. This account was opened on XX/XX/XXXX, and has always been paid it in full on or within a few days after the statement is received - always well in advance of the actual statement payment due date. I've always paid for all legitimate charges which has included every charge since the account was opened until XX/XX/XXXX. My current credit score is XXXX. I'm XXXX XXXX XXXX. I've always paid for every legitimate charge I've ever experienced in my life. Capital One clearly doesn't want to charge this illegitimate fee back to the merchant- perhaps because it's easier to just dump it back on me and hope I don't say anything and just pay it. Rather than hassle a merchant they undoubtedly do significant business with, they can just bully a single person who they think will just cave to their demands. Capital One outsources their customer service and dispute reporting to third world countries that don't speak XXXX and are uneducated and largely untrained. It appears their training is possibly limited to rejecting all claims, automatically siding with the merchant, and just blindly dumping illegitimate charges back on individuals. This matter isn't complicated. I've proven beyond any doubt that I cancelled the automatic renewal- on the same day it was charged. Further, I disputed it well in advance of the current subscription period expiring- by approximately 5 weeks. At the very least, Capital One needs to credit back my account for the illegitimate charge and any associated fees and interest. Any erroneous reporting to Credit Agencies must also be corrected. Fines against Capital One should strongly be considered. Capital One has confirmed that they have all relevant documentation although additional copies can be provided upon demand.
Company Response:
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Send the company a letter in regards of late payments show up accumulated during the pandemic. Demand them to remove it and it be more then 45 days this company has not responded or hasnt removed the late payment. According to the CARES ACT Under Section 4021 of the CARES Act, the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et. seq., this is violating my rights as a consumer I ask for you to remove it immediately with a copy of the update or removal thank you. I havent received anything and I have gave this company more then a timely manner
Company Response:
State: FL
Zip: 32114
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
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 states A section 2 : It also states a consumer reporting agency can not furnish a 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: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XX/XX/23 A checking account was opened under my name without my approval. I do not know how my social security number got leaked. I reached out to the FTC as soon as I found out. I was unable to find a checking account number because it is not letting me change my password
Company Response:
State: VA
Zip: 22033
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I submitted a payment, via my checking account, to my credit card on XX/XX/23 to pay the full balance of my credit card. The payment was accepted by the credit card company and has been paid by my bank since XX/XX/23. The payment is reflected in my credit card account but my available credit is at {$0.00}. When I call the credit company, I was told that there is a hold on the available balance until XX/XX/23. This has been an ongoing issue with this account for several months. I have made several complaints and have even done 3-way calls between the credit card company, myself and my bank in order to have the balance released before the hold period is up.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: The dates are continuing. I'm being constantly and I have no funds.
Company Response:
State: CA
Zip: 92870
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: First date of delinquency XX/XX/XXXX on a joint account opened XX/XX/XXXX. I was co/signer on account. The account was never brought current and surrendered in XXXX. The account was closed XX/XX/XXXX and bankruptcy was filed by other party not myself. The account was reported closed and showed not reported until XX/XX/XXXX was vehicle was sold. During all of remainder of XXXX, XXXX, XXXX, until XX/XX/XXXX I was showing account closed. I opened a credit card with capital one and XXXX card through them doing this time. No late payments with no other company until this shows up as XXXX dates in XX/XX/XXXX. This has now denied me credit increases with them after saying I was recently late and this is false, I want it fixed due to its too old to report since my date of first delinquency was XX/XX/XXXX and vehicle was closed and sold. This is terrible to do this to someone for something so old
Company Response:
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX ca XXXX You are in Direct Violation ol The Fair Credit Reporting Act SOURCE RECEIVABLES M, has violated several of my rights. 15 U.S.C 1681 section 602 A. Clearly states that I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : 11 also states a consumer reporting agency can not furnish an account without my writter instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit eard account und open-and 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: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: The entire ordeal started with 18 charges to a fraudulent website starting last XXXX. It took multiple calls to customer service to try to dispute the charges and get adjustments. In the end there was only 14 of the 18 adjusted. Of the 14 adjusted all of the charges reapplied. After multiple calls to customer service I was told it was because you needed additional information, and electronically sent a letter requesting it. However, I have no access to such letters, and agin multiple calls to customer service couldn't explain why I didn't have access to the documents. Finally I was told computer error, but the charges couldn't be readjusted because I didn't respond ( to paperwork I never got ). At this point, all I wanted to do was close the accounts, but wasn't allowed to do that either. So I decided to withdraw the funds. Nope, account locked, and again, multiple calls to customer serve ( which is a joke in itself ) resulted in nothing. So... XXXX. There's $ XXXX dollars in reward money that was supposed to be credited to the account which has just disappeared. XXXX. There are {$830.00} worth of charges to a fraudulent website, which neither you nor I can get in touch with that you wont adjust and wont re-dispute. XXXX. There's a checking and saving account with funds that you wont release.
Company Response:
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A