Date Received: 2023-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I recently checked my credit report and noticed that Capital One is listed on it. However, I never applied for a Capital One credit card. This is a clear case of fraudulent activity.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX both of my credit card accounts were closed. I made payments promptly and never had a late payment for the entirety of card ownership. Fast forward to the next year and I recieved preapproval letters from Capital One for another card so I applied and was instantly approved. A couple days later on XX/XX/XXXX Capital One again closed my account and restricted all access. From all of my cards, I never recieved my rewards balance despite having earned them through made purchases. I exhausted all channels of customer service to reopen my account unsuccessfully. I did not violate any terms of my agreement and Capital One refused to acklowledge that nor give me a reason as to why my accounts were closed. I was in absolutely great standing with Capital One until the week after XXXX when my cards were locked and later my account closed. They refuse to provide the exact code or line of the agreement that was violated because there was no justification in closing my accounts much less offering me another card, blacklisting me and closing that too. It was completely unethical.
Company Response:
State: CA
Zip: 92706
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I called CapitalOne to file a dispute for a charge on my credit card on XX/XX/2023. The bank took on the dispute that same day ( XXXX XXXX : XXXX ) and requested additional information ( Attachment # XXXX ) to be submitted by XX/XX/2023. I made a detailed evidence submission ( Attachment # XXXX ) as per what they requested on XX/XX/2023 only receive an automated reply on XX/XX/XXXX ( Attachment # XXXX ) stating that my submission 'lacks all of the previously requested information needed to validate your dispute '. Over the next couple of weeks I called CapitalOne a number of times asking for clarification on what was exactly was missing from my submission. I was persistent because I knew that I had submitted everything they asked for to continue the dispute. I did not get a clear answer as to what exactly was missing until XX/XX/XXXX when the agent I was speaking with at the time stated that the reason my case was closed was because the receipt I submitted for the dispute was not in XXXX. The credit card in question is an international credit card, which I have held for over 10 years - and on which I have sucessfully disputed charges, which were not necesssarily made in the United States by submitting receipts which were not necessarily in XXXX. Thus, in my view, the reason for the premature closure of my dispute was not valid as this had never ever come up before. I proceeded to point out to the agent that although the receipt my not be entirely in XXXX, it was written in XXXX script ( i.e. it's not like it was in XXXX! ) and thus one could very easily and readily identify the merchant name, the date and time of the transaction and the total amount charged- I had even submitted screenshots of my credit card statement, which showed the same merchant name on both the statement and the receipt. The agent promptly agreed with that my case should not have been dismissed, and that the person evaluating my submission should have taken a closer look at the receipt in order to match it to the transaction in question, thereby allowing for the dispute to more the next stage consisting of the bank getting in touch with the merchant. At this point, I was instructed by the agent to make a XXXX submission, which was essentially a letter asking re-evaluate the first submission in order to reopen the case. He said making this XXXX submission was a formality, but at the same time a necessary step in order to effectivley reopen the case. Thus I promptly made the XXXX submission requested of me that very same day ( Attachment # XXXX ) on XX/XX/2023. A few days later, on XX/XX/2023, I received an automated reponse form the bank, which stated that the timeframe ( apparently of 60 days following disputed transaction ) for revering the charge had expired and so the bank was dismissing the dispute yet again ( Attachment # XXXX ). This was quite funny ( and by that I mean infuriating ) to receive because the date on which the bank agreed to take on the dispute ( XX/XX/2023 ) was already closer to 90 days past the transcation. Thus, it doesn't make sense that the purported deadline ( never mentioned until then ) was somehow not a problem at the start - but suddenly a problem at that point. I received this letter while on holiday, so after I came back I called CapitalOne on XX/XX/XXXX. At that point, the agent I was speaking with entirely disregarded the letter from XX/XX/XXXX and simply stated that by their policies they had only a month ( 30 days ) from XX/XX/2023 ( the day I initiatied the dispute ) to act on my behalf and that this had now passed- so their hands were tied. This month-long period was a completely new deadline, which was not only different than the one from the XX/XX/XXXX letter, but also never communicated to me before in any of my conversations with CapitalOne agents. Moreover, the agent who advised me to make a XXXX submission on XX/XX/XXXX in order to reopen the case never mentioned it- please keep in mind, that the conversation I was having with him was already happening basically XXXX weeks AFTER the apparent window of 30 days following the initial dispute opening ( i.e. I was being instructed on how to reopen an prematurely closed case on XX/XX/XXXX .... while the window for them to act apparently ended on XX/XX/XXXX - or so I was told on XX/XX/XXXX ). Thus it became extremely confusing and inconsistent from a customer point of view. Whether it was intentional or not, I can not say. However, what I can state is that it is neither transparent nor fair for a consumer to be put through pointless jumps and hooops. Furthermore, I can state that CapitalOne not only prematurely closed, but also unnecessarily stalled the disputing of this charge in order to effectivley expire the window of possibility to effectively dispute the charge. This stalling was achieved by : ( 1 ) not communicating deadlines I need to be aware of ( 2 ) not reviewing my initial submission thoroughly ( 3 ) not providing clear communication on what they thought was missing from my initial submission, thereby forcing me to repeadly call and ask what else I need to submit in order to continue the dispute process ( 4 ) asking me to make a 2nd submission as a pre-requisite for reopening the case after they had closed it prematurley in error ( which of course led to a further delays and time lost on my part ) ( 5 ) communicating conflicting deadlines at different times in the process in order to mislead the customer, while substantiating the bank 's arguments In conclustion, I followed all stated processses and requirements asked of me, but this did not lead to the expected progress of the dispute. Moreover, the last two agents I spoke with ( on XX/XX/XXXX and XX/XX/XXXX ) effectivley confirmed that there was an issue with the handling of my case ( i.e. it was prematurely closed when it should have been pursured ). While trying to presuade me to drop the dispute they skillfully came short of attributing fault to the bank or its employees and did not offer anything to remedy the situation after acknowledging the midshandlement of the case. As a result, I feel I have been misled and treated unfairly. Finally, if the XX/XX/XXXX response from the bank ( Attachment # XXXX ) had clearly communicated the specifics of the issue with my initial evidence submission ( i.e. the reading of the receipt proved difficult due to it not being entirely in XXXX ), then I would have made the XXXX clarifying submission much sooner and definitely before XX/XX/XXXX, which is the XXXX deadline the last agent I spoke with communicated to me as the final cut-off for proceeding with the dispute. Instead the XX/XX/XXXX letter basically said that they didn't receive what they asked for. And with that vague wording, I was essentially set up to fail in progressing this dispute on time.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In XXXX XXXX, Capital One Bank changed vendors for their online banking system and " migrated '' users ' online Bill Payment information to the new system. A notice was emailed to users beforehand saying the system would be unavailable for several days of a weekend. When the new system was available, it had a completely new user interface. Billers ( i.e., payees ) and scheduled payments were listed in full whether you wanted them or not. And, there was no access to recurring payments to change due dates or payment amounts. I began calling Capital One every few days to find out when I would be able to edit a recurring payment - and was told " There are temporary problems with the ability to edit a biller. Try again later. '' Then, one day, I was told that the only way to " edit '' recurring payment was to delete the existing scheduled payment and enter all the information again by setting up a " new '' payee. Initially, I refused to do this and insisted that the edit capability must be restored. Finally, around XX/XX/XXXX, I gave up and deleted the old payment and tried to start a new/replacement payee. But, the system hit a " snag '' and said to try back later. I called again and raised a major fuss about the incompetence of CapOne 's IT operation and their inability to provide access to my accounts and money so that I would conduct banking operations. My complaint was escalated and I was told someone in IT would contact me about my problems. The supervisor admitted that he was fielding many complaints such as mine and that all the other supervisors he worked with were also receiving complaints about the " Bill Pay '' portion of their system. On XX/XX/XXXX, I received an email saying that the new payee I had attempted to add had been successful and that I could proceed to set up payments. This morning, ( XX/XX/XXXX ) I tried to do that and the message was " Oops, we've hit a snag - try again later ''. I called again and asked to speak to a supervisor. Her name is XXXX. She listened to my long-running set of compaints, said she could see records of my previous calls, and told me there was a " system-wide '' failure of online banking this morning but that IT was working to resolve problems. I was not satisfied. She said she could provide me with my Case ID number ; they had opened a file on me : ID XXXX XXXX XXXX XXXX XXXX. She then said she had received an email during our call to tell customers not to change anything regarding their online banking info. I told her that, at this point, I am being reduced to writing a check and mailing it to the payee because CapOne 's online banking system was denying me access to my money - which I said was illegal. This is a monumental, colossal failure of a major banking institution to effectively manage computer system operations and amounts to a denial of service. They have my money but I can't spend it in the manner which any online banking system should provide.
Company Response:
State: WV
Zip: 249XX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made consistent and timely payments to both cards, from my Checking Account with the same company. The online webpage ledger for the checking account would show sufficient balance to make payments to the two cards ( same company ), yet the last 3 times, the payments failed. The failed payments do not show as transactions. When I called to complain, the woman said I could not rely on my online webpage, but that I needed to also consult emails and SMS texts!! I complained that that was not transparent. When XXXX tried to make charges and then refund, none of them showed the next day. They closed the credit cards. She said there could be no Appeal process. The other card is a {$99.00} Secured Card. I had one since XXXX and the other since XXXX.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am writing to formally dispute and request rectification for the adverse actions taken by Capital One on my credit account, specifically the reduction of my credit limit from {$4200.00} to {$2000.00}. This dispute arises from events surrounding the erroneous reporting of a 30-day late notice, and subsequent actions taken by Capital One based on this misinformation. On XX/XX/, I was alerted by XXXX, a third-party credit monitoring service, about a change in my credit file. According to the notification, a creditor reported a 30-day late notice, prompting Capital One to decrease my credit limit. After confirming this with Capital One customer service, I promptly contacted the credit bureau to dispute the error, and the correction was made on XX/XX/, resulting in an XXXX increase in my credit score. Subsequently, on XX/XX/, XXXX reported an 80 % utilization ratio based on the new credit limit of {$2000.00}, despite my balance being {$1600.00}. I contacted Capital One customer service to rectify this, explaining that the credit limit reduction was a reactionary measure based on incorrect information. I was informed that to restore my original credit limit, I needed to reapply for a credit increase. I find this process unfair, as the initial credit limit reduction was a consequence of an error on an unrelated account, which has since been corrected and updated in my credit report. Despite my efforts, Capital One has refused to correct this unjust reduction. On XX/XX/, I received a letter from Capital One requesting me to call customer service regarding the dispute letter I previously submitted. Upon calling, I was informed that I am still reported as 30 days past due, and if I wish to increase my spending limit, I must submit a request, subject to a soft pull on my credit report. I assert that Capital One 's reliance on third-party information and refusal to correct a reduction caused by an error on my credit report is unjust and may lead to further damage to my credit score. This may result in the loss of better credit opportunities and favorable rates. Moreover, I am concerned that Capital One is not adhering to government standards regarding the collection of customer information, and the denial of access to speak with a manager further compounds my dissatisfaction.
Company Response:
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent a letter asking XXXX, to reinvestigate my accounts. Here is my tracking # XXXX. It has been over thirty days without a reply. I'm trying to buy a house for my family and XXXX hasn't sent me anything. They also haven't modified the accounts to ensure everything is 100 % accurate, nor have they updated the current status of the disputed information, which is another violation. This is causing me stress. I feel helpless because the credit bureaus are not doing their job. According to 15 USC 168, XXXX, XXXX, and XXXX have thirty days to investigate and send me results. I have all evidence attached below.
Company Response:
State: PA
Zip: 17325
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Per the FCRA as a federally protected consumer I am now opting out of any and all authorization I have giving you written unwritten verbal and non verbal per 15 U.S.C.6802
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Electronic communications
Subissue: Frequent or repeated messages
Consumer Complaint: I spoke with Capital one on the phone. and through email. I acknowledge that they assume that I owe them upwards of {$700.00}. I denied ownership of the debt. but I acknowledge that they contacted me. and yet they still contact me every day. Via email. this is excessive and aggressive.i have reported them and I am reporting them again.
Company Response:
State: KS
Zip: 66614
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/XXXX was the 1st attempt to wire transfer the amount of {$20000.00} to a family member for financial support. ( Account restriction placed ) On XX/XX/XXXX Account restriction lifted ( advised by the CSR at Capital One to initiate a 2nd attempt ) on XX/XX/XXXX was the 2nd attempt to wire the amount of {$20000.00} to the same family member for financial support. ( account restriction placed ) After making contact and disclosing all the necessary information and proof of validation, It was determined the restriction could be lifted and I could proceed with another transaction. I made the 2nd attempt to wire the same amount to the same family member. I called Capital One to make sure there would be no issue. Capital One assured me that there would not be an issue and to go ahead and proceed. After several hours I get a notification that the restriction was placed a 2nd time. At this point, I contacted Capital One to see what the issue was again. They then told me my account would be closed and the investigation would be launched a 2nd time for the wire transfer. My funds are unavailable until the investigation is complete. I was not given an estimate as to when it would be or who the active investigator is. They said this was not something they provided. They questioned my source of income and the source of the added deposit to the account from a friend. which I provided. No fraudulent activity. All digital currency was converted to USD and deposited into my account.
Company Response:
State: NY
Zip: 13905
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A