Date Received: 2024-01-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Capital One sold me on a high yield 360 savings account. Ive had the account for years. When rates moved the account paid more/less interest. All of a sudden when rates increase. Their rate did not increase. I was never notified that there were any changes to my account. Today I learn via the XXXX that they changed the terms on my account and created a performance account that pays market interest. I have transferred my balance to the performance account but would like someone to hold them accountable. This is fraud plain and simple. You cant sell someone on a 360 high yield savings account and the when rates increase pay as if it were a savings account.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I spoke with a Capital One supervisor, XXXX, on XX/XX/XXXX from XXXX on a recorded line about my issue which is : Ever since I had the specific credit card, I have ALWAYS paid on time and NEVER ( to the best of my knowledge ) incurred any late fees or interest. Additionally, my practice has been to ALWAYS pay my balance in full at a Capital One branch. In this particular instance, because I was out of state and in a location where, when I went to find a nearby branch, I got the response on the website, " Looks like there aren't any locations within XXXX miles. Try our digital options or search another location, '' I scheduled a payment in full in advance on the Capital One website for the due date, XX/XX/XXXX. When I got an email XXXX days later stating that my payment was late, I immediately phoned Capital One, explained the situation to XXXX who made the payment over the phone ( conf # XXXX ). Additionally, XXXX, because I did attempt to make the payment timely, reversed the late fee. I assumed that the matter was closed, but it wasn't. I just learned that I have a balance on the account of {$40.00} all of which is interest charged on the alleged late payment amount. There are no other charges on the card other than that interest charge. Especially under the circumstances, it is my contention that, if a late fee is to be reversed, the interest associated with the XXXX days for which that alleged late payment was late should also be reversed since they are a " package. '' It makes no rational sense to reverse a late fee with cause then charge interest on that alleged late balance, which was immediately paid when learning the scheduled payment failed to be credited. When I spoke with XXXX, he told me that either the late fee or the interest could be reversed but not both. I pointed out that such a situation makes no rational sense since, if a late fee is reversed, any interest associated with the alleged late payment should also be reversed. XXXX told me that he and that no one at Capital One could reverse the interest charge. In answer to my question, he stated that even the Capital One president couldn't reverse the interest charge. He also told me that there is no procedure to escalate my concern to anyone above him. I requested that the recording of my telephone conversation be reviewed by someone above his level and that that person get back to me. He said that would not happen and ultimately hung up. I am requesting that the CFPB review the situation including the telephone conversation that, as noted above, was said to be on a recorded line. I believe the entire situation to be in that category of " outrageous. '' In order to avoid further complications, I am going to pay the interest charge today, the cycle 's due date. I trust and hope to resolve it prior to my next billing cycle including a return of the alleged interest charge I am paying. Thank you. XXXX XXXX
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I XXXX XXXX am I writing in regards to inquiries on my report that I did not authorize.
Company Response:
State: ND
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I pulled a credit report in some credit cards are on my report that I have no clue aboutcapital one for XXXX. XXXX for XXXX. Capital one for XXXX. XXXX for XXXX. And a car loan for XXXX. I have no clue about these accounts
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
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/2024 my XXXX account was hacked. Moments before the transactions were made I got a message that someone from Texas logged onto my account. They quickly purchased the same thing multiple times. I don't even know what this is but they purchased XXXX XXXX XXXX XXXX XXXX XXXX XXXX at least 4 times before I was able to block more purchases. This listing was weird to begin with as they wanted {$150.00} for shipping. Here is a similar listing from the same seller. XXXX XXXX XXXX XXXX XXXX XXXX I could have found way cheaper options of the same listing if I really wanted the item. They used the card I had on file on my XXXX account. I quickly blocked my card and called chatted with XXXX about the issue. I then called Capital One to report the Fraud. My XXXX account has now been locked because of the fraudulent activity. On XXXX XXXX I received a letter from Capital One saying they couldn't find any evidence of fraud and I would be responsible for the charges. I have been with XXXX since XXXX and a Capital One member for the same amount of time. I have never had anything like this happen and I am very upset Capital One is not believing my fraud claim. If you were to look at my previous credit card statements going back years you can see that I very rarely have ever bought anything off XXXX let alone spending more than {$700.00}. These charges are very out of the ordinary and should have been flagged as suspicious. Below is my transcript from my conversation with XXXX and the fraud denial letter from Capital One. XXXX XXXX XXXX XXXX Hello! Thank you for contacting XXXX Customer Service - my name is XXXX. Please allow me a few moments to catch up on your conversation so far. XXXX XXXX XXXX Hi there! I appreciate your time and effort in contacting us today. I hope you and your loved ones are safe. XXXX XXXX XXXX Oh, wow! You've been an XXXX family for XXXX years! Appreciate it. XXXX XXXX XXXX Could you tell me more about your concern, XXXX? XXXX XXXX XXXX Hello. It appears my account has been hacked and someone bought the same item a ton of times from the same seller. I have changed my password and canceled my card but it appears the items have been shipped. XXXX XXXX XXXX I'm so sorry to hear that XXXX, I'll definitely do my best to help you with this. XXXX XXXX XXXX Can I have the order number to further investigate with this, please? XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total : {$240.00} Order number : XXXX Item ID : XXXXXXXX XXXX XXXX XXXX I have no idea what this is but its purchased at least XXXX times XXXX XXXX XXXX XXXX 2. Order number : XXXX XXXX XXXX XXXX XXXX 3. Order number : XXXX XXXX XXXX XXXX I can only imagine how you feel right now XXXX XXXX especially that this was done a couple of times. I'll definitely do my best to help you with this. XXXX XXXX XXXX Are we talking about the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Order number : XXXX XXXX XXXX XXXX XXXX All four are the same thing I believe XXXX XXXX XXXX I know that this is not what you're expecting XXXX. May I please know how do you want us to proceed with this? XXXX XXXX XXXX I see you typing but not receiving any response, I just want to make sure. Is everything alright? XXXX XXXX XXXX I obviously dont want the items since I didnt order them what are my options XXXX XXXX XXXX I couldn't agree more with that XXXX. XXXX XXXX XXXX I'm so sorry to hear that you're not the one who purchased this XXXX. XXXX XXXX XXXX Here 's what I recommend you to do XXXX. Since you've already contacted the seller about this, I highly recommend you to get in touch with your bank to ask for a dispute for these purchases. XXXX XXXX XXXX And after that XXXX, I can guarantee you that we'll help you get the refund from these purchases. XXXX XXXX XXXX Okay thanks. I already disputed the charges with my credit card company XXXX XXXX XXXX That's really great to hear that you're able to contact your bank. XXXX XXXX XXXX I can give you my full assurance that you'll receive the full refund from these purchases, you deserve your money back XXXX. XXXX XXXX XXXX okay thanks XXXX XXXX XXXX Oh, please don't mention it. You deserve all of the assistance that I'm now providing. XXXX XXXX XXXX Since you've already done your part here XXXX, please just wait for the item to be marked as delivered and contact us again to help you get the full refund, alright? XXXX XXXX XXXX Sounds good ty XXXX XXXX XXXX Oh, please don't mention it. You deserve all of the assistance that I'm now providing. XXXX XXXX XXXX By the way I love your patience and participation in resolving this and you're so calm I appreciate it. XXXX XXXX XXXX I really enjoyed assisting you and talking to you today! XXXX XXXX XXXX Here in XXXX I can guarantee you that we always got your back so there's absolutely nothing to worry, your money and purchase is safe because XXXX is 100 % with you! XXXX XXXX XXXX Resolving your concern is my top priority. Have I fully resolved and answered your concern for today about receiving the full refund of these purchases? XXXX XXXX XXXX Let 's close this conversation as a RESOLVED as I was able to help you get the full refund and this resolution that I have provided works all the time. XXXX XXXX XXXX I may have missed your response. Are you still online? XXXX XXXX XXXX As Im not getting a response from you, Ill assume youve left the chat session.. Thank you again for XXXX customer service. If youd like to get in contact at a future point, well be happy to help. Have a good day! XXXX XXXX XXXX My pleasure to assist you today. Thank you for contacting XXXX Customer Service. Again my name is XXXX. XXXX XXXX XXXX I will close this live chat as a Resolved now. Bye for now. I wish you all the best. Take care for me, please. May your blessings be multiplied this year and throughout all your life! Happy Holidays wishes to you! I then called Capital One to dispute the charges. They started investigating and I received this letter on XX/XX/XXXX. Dear XXXX XXXX XXXX : You recently told us you didn't make the following charges, so we opened an investigation to figure out what happened. After researching your case, we found insufficient evidence of fraud because : Information we discovered leads us to believe you or another account user benefitted from the transactions. Since there's insufficient evidence of fraud, you're responsible for the charges listed below. If temporary credits were provided for these transactions, an offsetting adjustment will appear on your upcoming statement or the following statement as " Purchase Adjustments. '' We appreciate your business and look forward to serving you in the future. Please don't hesitate to call us at XXXX, if you have any questions about these charges or our fraud investigation. Sincerely, Capital One Fraud Operations Phone : XXXX Available Monday through Friday from XXXX XXXX XXXX XXXX XXXX. ET
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: At the end of XXXX I lost my bank debit card, upon waiting for the new card to come in the mail I used my capital one card by making payments every day the new card did not come in the mail. Also at this time my bank account was hacked and emptied without knowledge until it was to late and unfortunately the payments bounced. My account was closed. I called to explain the situation and asked f I could send proof from the bank that the account was compromised at the time to reopen the account. I was told they could submit a request to open the account once I paid {$1100.00} on the account and it had cleared for XXXX days. I did this and upon calling back was told in order to be considered I needed to pay of the interest for the month on the card and then a request would be open to reopen the card and I could send my proof for review. Which I did, I paid another {$200.00} on the account. I then called and was told they would not be able to put in the request and there was nothing they could do, I feel like they lied to me to get me to keep following the instructions when they had no intention of helping me. They have not even taken the time to let me submit my document from the bank saying my account was hacked! This was an unintentional event that I was promised help with over and over and then told sorry not sorry. This is not only dishonest but disheartening as I believe capital one practices unenthical business such as lying to get people do do what they want and then not bothering to help them.
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: Myself and a co-borrower ( fianc at time ) financed a vehicle through XXXX. At the time of the purchase I was the co borrower on the acct. I refinanced the car through capital one and all was well, or so I thought. A couple weeks after the refinance, Capital one rejected paperwork related to the title stating it was submitted incorrectly. I tried submitting multiple times after and each time it was rejected. The co-borrower and I are no longer together, and he is now unwilling to sign any more documentation. He has had the vehicle in his possession for the last XXXX months and is unwilling to return it to me. Ive reached out to the police and my local DMV and neither were helpful. According to the DMV he is still on the title/registration as an owner and it shows XXXX XXXX as the lien holder. So legally they cant take the car from his possession. I cant afford to pay for a vehicle I dont have nor using, and have been forced to find other means of transportation. Ive tried reaching a resolution multiple times with Capital one to no avail. Capital One stated because I dont have the vehicle, and there are issues with the title paperwork, I am unable to voluntarily surrender the car. They also stated that the title issues would prevent them from being able to fully reposes the vehicle. The car payment is now months behind and my credit is being severely affected. They are demanding me to pay for a vehicle I dont have full ownership to. I feel capital one made a mistake and are making me pay for it. Im stuck with a {$25000.00} bill for a vehicle I dont have and doesnt fully belong to me. I would never agree to these terms and would not have gone into business capital one had I have known. I feel they are very deceptive and unwilling to take accountability.
Company Response:
State: CO
Zip: 80249
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: XXXX XXXX XXXX With this company I didnt give them authorization to run my credit at all. XXXX XXXX With this company I didnt give them authorization to run my credit at all. XXXX XXXX XXXX With this company I didnt give them authorization to run my credit at all. XXXX XXXX XXXX With this company I didnt give them authorization to run my credit at all. XXXX XXXX # XXXX I didnt give this company authorization to run my credit at all. XXXX XXXX # XXXX I didnt give this company authorization to run my credit at all. XXXX XXXX XXXX My credit wa ranned twice with them, I didnt give them authorization to run my credit. XXXX XXXX XXXX credit wasnt supposed been ranned at all with this company. XXXX XXXX This company didnt have the authorization to run my credit at all.
Company Response:
State: AL
Zip: 36109
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: You said do not include Social Security Number! Capital One has had my account for well over 10 years. I have always paid my charges in full, have an outstanding credit score and multiple Capital One accounts. I was sent a letter they were instructed by the government to verify certain information. I did everything except the TIN and or Social Security number -- which I told them I would not over the phone!! Since there were no changes since they first issued the card I thought that just telling that there were no changes would suffice. The person on the phone was very rude and said if I did not give them my SS # they would close my account -- which they have or as they said they have restricted my account -- I can not use it. If I select a file to attach it will have the account number etc, which your instructions are not to send.
Company Response:
State: LA
Zip: 71270
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My account was compromised by identity theft and now its restricted and have negative balance on the credit account as well as checking account is restricted
Company Response:
State: LA
Zip: 713XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A