Date Received: 2023-03-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hello, The credit card company charged us {$30.00} late fee on XX/XX/2022. For many years now, we use our local bank - XXXX - to pay every bill via on-line Bill Pay feature. As always, per our directions, XXXX made the full payment on the due date of XX/XX/2022. However, the credit card company recorded the payment on the next day - XX/XX/2022. Because of that, we were charged late fee. After talking to three different representatives of Capital One, they refuse to reimburse {$30.00} fee. They said that their bank was switched and it is too late at this point. I don't agree I should be penalized for either of them switching the banks ( from XXXX MasterCard to Capital One ) or them processing my full and timely payment a day later. Both of those things are out of my control. I am asking for help to refund the wrongfully charged {$30.00} late fee. Thank you.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Violation of sharing my information without my permission.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My e-mail address : XXXX In summary : capital one is forcefully closing my credit card despite my perfect payment history and countless attempts of reaching out and resolving the problem. This is one of the oldest credit cards I have, so having this line of credit closed will be detrimental to my credit score. I have repeatedly expressed my concern for this and have been patient and cooperative, however their administrative incompetence and lack of communication has made it impossible for me to resolve this problem without governmental help ( thank you cfpb ) Timeline : XX/XX/XXXX : Opened credit card ( ending in XXXX ), perfect payment history for 2 years. I was living in XXXX at the time. XX/XX/XXXX : I have moved to XXXX for work, the phone number ( XXXX ) I had used in XXXX for the two-factor authentication to log in to the capital one online profile is no longer in use at this point. Approx XX/XX/XXXX : After multiple calls with capital one in attempt to log in without using my phone number, they had told me it was impossible for me to log in without a US phone number. This meant I could not check my statement online, so I locked my card. My plan was to obtain a US phone plan next time I was in America. With COVID restrictions, leaving XXXX was very risky ( XXXX closing boarders ), so I have been staying in XXXX since then. XX/XX/XXXX : I got an e-mail from Capitol One saying that my account will be closing in XX/XX/XXXX due to inactivity. The e-mail instructed me to use the card at least once to keep the account open. Since my card is locked, I needed to unlock the card first. XX/XX/XXXX : Case number XXXX. I called the customer help phone number to have my card unlocked and was told that I needed to verify my identity. I submitted a picture of my drivers license immediately, and was told that the verification can take up to 2 weeks. XX/XX/XXXX : Since I got no word regarding the verification, I have called them again to check on the status. It turns out that the verification was denied due to the picture being blurry ( it was not blurry in my opinion ). They said they had called my old number ( XXXX ) to notify me. I had told them repeatedly previously that the phone number is not in service anymore, and I have reminded them that fact again. This phone call took hours, I was transferred to multiple departments without them transferring the information, thus I had to explain my situation 4 times. I have resubmitted my drivers license photo, which was approved. They told me they would send me a new card ( ending in XXXX ) for me to activate and use. XX/XX/XXXX : The new card ( ending in XXXX ) arrived, and I have called capital one customer phone line to activate my account. They have told me that the credit card number can not be activated for some reason, and they told me that they would send me another card with a different card number ( but on the same line of credit ). They have told me that they have expedited the shipping and the new card would arrive in 4-6 business days. XX/XX/XXXX : The card has not arrived yet. My account will close on XX/XX/XXXX if I dont unlock my account and use the credit card. I am livid, and I am scared that my account will close. Other notes : I have other bank accounts and a credit card in the US, and I have had no problem logging in from XXXX. Capital ones insistence on using cell-phone text authentication without any other options ( email etc ) is a major hindrance in their online platform functioning, and is inconsiderate for those who live overseas despite them touting themselves as being a versatile global company.
Company Response:
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a capitol One Savor card that applied a late fee of {$29.00}. The due date is the XXXX of each month. This month ( XXXX ) I made my payment as usual on the XXXX however I paid it at XXXX. Apparently there is a cut off time of XXXX. So on XX/XX/XXXX, the due date, at XX/XX/XXXX XXXX my payment was considered late and an additional charge of {$29.00} was imposed. This is unfair and I dont understand how it can be legal. I reached out to the card holder and no help was given. Ive never been delinquent nor carried any overdue balance and no consideration was made. Card companies should not be allowed to do this, what is the purpose? What difference does it make what time a payment is due, it was paid on the due date.
Company Response:
State: FL
Zip: 33054
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened one CD account with Capital one on XX/XX/2023 with an 11month 5 % interest ; I entered and confirmed the external account around XX/XX/2023 then opened another CD around XX/XX/XXXX. To date, the accounts have not been funded and I called my bank ( XXXX ) who stated they do not show anything coming in to transfer the funds over ; I have called Capital One twice, they keep saying they have had " technical '' issues with lots of customers and those are no longer available. they can not transfer the money and refused to give me any information regarding an ACH Trace to prove they even tried to fund it. They now say that CD is no longer available and I would have to request to open a new CD 's at 5 % but it would be 12 months and I will not get approval for at least 20 days.
Company Response:
State: MI
Zip: 48047
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act the creditors has violated my rights. Under 15USC1681 section 602 states : I have a right to privacy. 15USC 1681 Section 604A Section 2 also states that consumer reporting agency can not furnish an account without my written instructions. Under 15USC1666B a creditor can not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response:
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
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 have an auto-pay with XXXX XXXX for my monthly service. Due to a cyber attack I did not receive my XXXX bill. The last bill I received from XXXX XXXX was on XX/XX/XXXX ( auto-paid on XX/XX/XXXX ). On XX/XX/XXXX, I was charged by XXXX an amount that is {$10.00} more than my normal amount. My attempts to contact XXXX have been unsuccessful. Their site is down so I can't access my account ( attached is a screen shot of their current site ). I've tried to call several times and their call center is overwhelmed so my call is either disconnected noting they are experiencing abnormal amounts of calls and to call back or put on hold with a hold time of 50-59 minutes. I waited on one of these calls for 55 minutes to finally talk to a person who put me back on hold. After about 20 more minutes, the call got looped back to the normal customer service. I have even tried to send a private message on XXXX which fails. In good faith ( since I know my normal amount due ), I only disputed this additional charge with my Credit card company ( Capital One ). - After the first call on XX/XX/XXXX, I received an update letter with the incorrect dispute amount and asking for the information I gave over the phone. I promptly sent that back. - On XX/XX/XXXX, I received an update stating I didn't provide the necessary information. I called again on XX/XX/XXXX & was told they'd update my dispute amount and start the investigation again. -On XX/XX/XXXX, I received XXXX Dispute update letters. Two were the same as I received on 3/13 in different amounts ( one with for {$1.00} and the other for the correct {$10.00}. The third was to disregard the letter I received on XX/XX/XXXX. I filled out the one with the correct amount of {$10.00} and sent it back. I noted I don't have access to my account and can not contact the vendor. I put the website ( mydish.com ) and phone number ( XXXX ). -On XX/XX/XXXX, I received a resolution letter for the amount of {$1.00}. I called Capital one on XX/XX/XXXX and was put on hold for 45 minutes only to be told there was nothing they would do about this dispute because I failed to provide my bill showing I was overcharged. I tried to explain again that I didn't receive a bill and they refused to do anything. Credit card companies are supposed to protect consumers from issues like this & they did nothing to assist me. Im not sure what else to do except file a complaint since I cant get anyone to help me with this issue. Attached is the last Dispute letter I sent back to them and the screen shot of what I get when I tried to access my Dish account.
Company Response:
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Capital One Auto did not change my address. Paid off early but still didn't give me my title and put a late fee on my credit report.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
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: To whom it may concern : This letter is intended to be a progressive account of the credit requested and granted for my airline purchase from XXXX. On XX/XX/XXXX, at around XXXX XXXX EST, I spoke with a family member and decided to take a trip to California in XXXX for a family function. At that time, I started searching online for a flight. I found a flight that had favorable departure and arrival times and decided to book the flight. I went on the XXXX website and booked the flight, entering all of my pertinent information. This flight was made at approximate XXXX XXXX on XX/XX/XXXX. I received a confirmation email from gotogate.com acknowledging this flight arrangement was made, and the email included the Order # XXXX and the Flight confirmation XXXX ( attachment # 1 ). Immediately after booking the flight, I realized there was another flight for the same amount that I could purchase directly from XXXX airline, so I decided to do that. At that point, I purchased another flight directly from XXXX airline. The confirmation for that purchase is attached ( attachment # 2 ). After purchasing my flight from XXXX, I went back to XXXX to cancel my booking. Per XXXX, the policy for cancelation/refund is as follows : How does the refund process work? Because of the pandemic, the airline industry is facing a difficult situation with a large number of flight cancellations and pending payment refunds. If you wish to change or cancel your flight reservation, we will contact the airline on your behalf, although please keep in mind that airline rules vary from airline to airline and we can not guarantee that the airline you are traveling with will be able to meet your request. Please know that we are doing our best to support you in this challenging situation. Read more about our fee for the manual handling here. We handle all refunds or change requests in the order we receive them and the expected handling time is longer than usual due to the pandemic and the increased volume. We are doing our very best to assist you as quickly as possible. How will you keep me informed about updates? You will receive an email when your change or refund has been processed and we ask you to wait for such further information via email before contacting us. Remember that you can check your refund status by logging in to " My Bookings '', which you can access through the top right corner of our site, or by clicking here. Log in with XXXX or XXXX if you used your linked email account to make the booking, or enter your order number and the email you used when booking. Additionally, the XXXX cancelation policy states : If a Guest cancels a reservation within 24 hours or less from booking, for a flight that is seven or more days away, they are eligible for a full refund in the original form of payment. Guests who are not entitled to a refund will receive a Reservation Credit for the remaining balance of the original purchase after change, cancel, and / or other non-refundable service charges are deducted. Airfare and government tax and fee differences may apply when making itinerary changes to a reservation. Change and cancellation charges do not apply to bookings made prior to XX/XX/XXXX ( XXXX XXXX XXXX XXXX Based on these policies, I submitted my cancelation request within 24 hours or less from booking for a flight that is seven or more days away, and should have received an email confirming the cancelation was successful. I submitted my request and received a confirmation email that the refund has been processed and that the cancelation was successful via email, attached ( attachment # 3 ). I do not understand why this claim in denied. Please reopen this case and submit my credit for the refund of {$210.00} ( the total airline charge of {$210.00} less a discount of {$1.00} ). Please contact me regarding next steps and when I can expect a proper resolution for this issue. Thank you, XXXX XXXX XXXX XXXX XXXX UPDATE : On XX/XX/XXXX, I received a confirmation letter from Capital One that my dispute is being denied because I did not submit the correct documentation. I submitted all documentation relevant to the case.
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
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 tried to resolve the dispute in the amount {$4000.00} with the Capital One credit card dispute department. This amount was charged for my truck repair but the repair wasnt done, even worse the truck was damaged and I suffered enormous financial loss after the repair attempt. The merchant is XXXX XXXX XXXX of XXXX ( XXXX ). They damaged my ruck and had to tow it to another repair facility. I tried to resolve the issue with the met first but the merchant refused the refund. I sent all documents necessary to Capital One for this dispute, but Capital One frivolously closed my case 4 times and left this charge on my account. Im not supposed to pay for that charge. I sent the second opinion from another repair facility, sent my original notarized affidavit to Capital One that I personally saw what caused the damage and other documents. Capital one stuff just keep closing my case and every time ask for additional document which I keep providing. XXXX XXXX : XXXX. Please help me get this off my statement, if any additional info needed Im happy to provide it. Thank you
Company Response:
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A