Date Received: 2023-12-25
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: I resided in Wisconsin until XX/XX/XXXX, where I held a monthly car wash subscription ( XXXX 'XXXX XXXX XXXX ) billed to my Capital One Credit Card ending in XXXX. Upon relocating to XXXX, GA on XX/XX/XXXX, I took proactive steps by canceling the subscription in person with XXXX 's, which does not operate in the state of Georgia. The subscription started at {$22.00} and increased to {$26.00}. Despite canceling in person and disputing unauthorized charges with XXXX 's in XXXX and XX/XX/XXXX, their response was to direct me to dispute the charges with my credit card company. Consequently, I lodged disputes with Capital One for charges in XXXX, XXXX, and XX/XX/XXXX, resulting in resolved disputes and credited amounts to my account. Surprisingly, subsequent disputes were handled differently, with some closed and initial credits reversed, while others were denied citing the age of the dispute. I am perplexed by the inconsistency in the resolution process, given the identical circumstances. The charges only ceased when I acquired a new card. Regrettably, Capital One did not satisfactorily resolve this matter, prompting my request for an investigation by the Consumer Financial Protection Bureau ( CFPB ). I believe I am due credits for the disputed charges, and I seek a fair and comprehensive resolution to this ongoing issue.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On the website capitalone.com you may see be automatically considered for a higher credit line in as little as 6 months without additional deposit. The product is Quicksilver Secured Rewards Credit Card. After 6 months with a good standing account there was no increment or notice that account was reviewed. On the first account statement date is XX/XX/2023. And on XX/XX/2023 using button in the account menu I requested to increase credit line. Response you may see on the picture. Second request was XX/XX/2023. For me not clear the reason I was turned down with a request and what was the result after 6 months? I think that supposed to be some kind of a report or a notice of automatically consideration, but representative by the phone said that theres nothing about it. Both written responses saying that it couldnt be done to this type of account. The only answer by the phone I received that I have to wait a year. Not clear what I have to wait for and why so, because after a year response could the same and wait another year. Written response confronted product information on the website.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Capital one bank received two direct deposits in the amount of total sum XXXX from FEMA as a direct deposit into my checking account. When I inquired about my account I had a hard time ID verifying through the means over the phone and was never given any adequate information about my account I was asked to go verify in person which I did twice with the first time being on the visit was told by an ambassador that everything was fine and then my account I would have access to the next day which I did not. The second time I went to do an ID verification process again I was told that out of the total amount of sum of money that was directly deposited by FEMA in my account was at {$3.00} standing and they did not have any more information for me except an investigation have been concluded and there's nothing more than you tell me and I couldn't even get an ATM card to access the XXXX dollars to my account. So that's I felt robbed a XXXX that I did not have access to then apparently was unauthorized it was never been given a proper access by me too due to all these inconveniences I'm responsible for these funds for they were giving to me by the federal government for my disaster relief wish they did not get to be used due to my non-access capability to my Capital One account and still have no access to this account but I'm told there's no information for me to be told
Company Response:
State: CA
Zip: 95337
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
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: Capital One closed account after billing error. Tried to dispute account from billing error but nothing was done and account was closed which resulted in extra charges, negative reporting on credit report Tender of payment was refused after mailing payment 15 U.S Code 6802 15 U.S Code 6805
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: As a federally protected consumer I sent a notice to such company to opt out with information sharing on XX/XX/XXXX. I have never received notice or disclosure to opt out per XXXX XXXX XXXX. Furthermore, Per the FCRA as a federally protected consumer I am now opting out of any and all authorization, I, the consumer XXXX have given you written, unwritten, verbal and nonverbal to any third party that is effectively immediately and indefinitely.Per the privacy act of XXXX, such financial institution violated their terms and conditions against me as they promised not to share my banking, personal, and private information with non-affiliates. Lastly, this account is reporting inaccurately across all credit agencies and needs to be updated immediately to paid as agreed.
Company Response:
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Capital One card was opened by me. The company was informed that this account was paid by some individual that was not me. The amount {$9100.00} This was not my account, nor did I make any payments. This was opened with the information that was on my credit report. I'm asking that the information be removed, and the account closed. I would like as well that the social security number blocked from opening any account in my name. I filed a police report XXXX in XXXX XXXX police department. XXXX XXXX XXXX Thank you. XXXX XXXX
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Subject : Dispute of Missed Payments on Credit Report Dear CFPB, I am writing to dispute the accuracy of information on my credit report as provided by your agency. After reviewing my credit report, I have identified discrepancies related to missed payments that are inaccurately reported. I request a thorough investigation into the matter to rectify these errors promptly. Below, I have outlined the details of the disputed information : Creditor Name : Kohl 's Account Number : XXXX Date of Reported Missed Payment ( XXXX ) : XX/XX/2023 Inaccurate Information : Charged me a late fee along with not sending me an email or any reminder to pay off my card. Paid off the full amount as soon as I was notified of a late fee charge. Do know that this is an unfair situation this systematic error had caused. I pay off all of my statements on time. I believe the information mentioned above is inaccurate, and I request that you investigate this matter as per the guidelines set forth by the Fair Credit Reporting Act ( FCRA ). I have attached supporting documentation, including [ any relevant documents you have ], to assist in your investigation. Please provide a written response outlining the results of your investigation within the timeframe stipulated by the FCRA. If you find that the information is indeed inaccurate, I request the following actions be taken : Correct the information on my credit report. Provide an updated copy of my credit report reflecting the corrections. Notify all parties that have received my credit report in the last XXXX months of the corrections made. I appreciate your prompt attention to this matter and your cooperation in resolving this dispute. If you require any additional information, please do not hesitate to contact me. Thank you for your assistance in rectifying this matter promptly. Sincerely, XXXX XXXX
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
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 states a consumer reporting agency canno furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a XXXX XXXX account under an open end XXXX XXXX plan as late for and purpose.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
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 states a consumer reporting agency canno 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 and purpose.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
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: I received my XXXX credit card statement and there was a small charge ( {$3.00}, maybe ) that I did not recognize, so I called to ask for supporting documentation the verify the legitimacy of the same. I was told it had to be a fraud claim and that they had issue a new credit card. Then on received three letters from them that were all dated XX/XX/XXXX one said they initiated the claim, one said they concluded the claim and that I didnt have any financial responsibility, and the final one said something very strange ( that after researching your case, we found insufficient evidence of fraud because : information we discovered leads us to believe you or another account user benefited from the transactions ) which seems to contradict the second letter and provides no information to support the charge ( or their representation ). When I called on XX/XX/XXXX to question the contradictory letters and get clarification, I spoke with a very unpolished and unprofessional representative after holding for 40 minutes, and the automated system before she picked up did not recognize me or my phone number or my credit card number as an account holder even. I asked to speak with a more senior representative and was out back into the hold queue for another 20 minutes, and then an alleged supervisor picked up the call and also could not give me any information, or help with anything. I tried again on XX/XX/XXXX and spoke with XXXX first, after holding for 35 minutes, and she was downright condescending and patronizing but even less sophisticated and unhelpful. She asked if I wanted her to read the letter to me when I asked what they meant by it, what was done as part of the investigation ( the same day that they opened the claim ), and why she and one of the letters contradicted another after she said the charge was valid. I asked to speak with her manager to file a complaint, as well as to get more information and close my account afterwards, and she put me back into the queue for another 25 minutes when another representative picked up who was not a supervisor and knew nothing about my situation. It seems this is a call center in some third world country and these people should not be responsible for any financial information or security as they demonstrate a consistent lack of communication and offer no evidence of fiduciary responsibility or customer care. Even though the charge was small, it is my understanding that I should not be financially liable for it without proper supporting documentation. If it was a legitimate charge then they should be able to provide this, and if it wasnt then I am not supposed to have to pay it. And in any event they should have to explain themselves, what they did, how they came to one of their two ( albeit disparate ) conclusions ), etc. So on principal I am filing this formal complaint and hope you can compel them to respond with something that actually provides some information, to void the charge, and mandate them to close my account after crediting back and refunding the disputed amount or my requests which have all gone unanswered by these very frustrating amateur people. My suspicion in they my situation is far from unique and they a fine is also in order so that they change their personnel, prentices and procedures to something more appropriate for their role. I stand ready to answer any questions that you might have and/or to clarify anything that is not clear herein. Thank you in advance for your assistance.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A