Date Received: 2023-12-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Unfortunately, this is my second complaint against this particular bank. Due to identity theft and fraudulent transactions I have had to dispute some transactions from XXXX to XXXX. I have recently disputed XXXX transactions, XXXX being invalidly denied. The other that is being worked on currently I am not feeling very hopeful and I have XXXX confidence in the team that is investigating either claim. Some of the representatives have been rude and have even hung up on me throughout this stressfully situation. I am overwhelmed and over this bank especially after dening at least XXXX of my disputes and overdrafting my account as a result. I am looking for a way to resolve this situation and more importantly to protect my accounts and finances overall. Sincerely, XXXX XXXX
Company Response:
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/XXXX I was placing Walmart order and in checkout. I was using my EBT card and CAPITAL ONE CARD. I realized there were two more items I wanted to add to my Walmart cart and I LEFT THE CHECKOUT. I added the two items to my cart and was going to checkout, however I noticed the CAPITAL ONE REWARDS I had applied was no longer reflecting in my cart. It was XXXX point which was {$15.00} which should have been applied and deducted from my total. I previously did not checkout but left the checkout. I went online to CAPITAL ONE and saw they took the Rewards and also saw that WALMART had charged my CAPITAL ONE Account the {$36.00} as if I had placed an order. I DID NOT PLACE THE ORDER. I DUD NOT AUTHORIZE WALMART TO TAKE ANYTHING FROM CAPITAL ONE. I DID NOT AUTHORIZE CAPITAL ONE TO TAKE MY REWARDS. I NEVER COMPLETED TRANSACTION. CAPITAL ONE TOLD ME THAT THE {$36.00} WAS DEBITED BY WALMART AND THEY ALSO HAD A CREDIT FOR SAME AMOUNT. THEY TOLD ME IT WAS A WASH AND I DID NOT HAVE TO BE CONCERNED. THE REWARDS THEY SAID WOULD TAKE MORE TIME TO BE RETURNED TO ME. I SAY AGAIN I NEVER CHECKED OUT OR PLACED THE ORDER. I DID NOT COMPLETE ANYTHING MORE ON XX/XX/XXXX BECAUSE I was upset over this bring done without any authorization or placing an order. Today is Wednesday XX/XX/XXXX. I check my CAPITAL ONE ACCOUNT and my rewards have not been returned to me. The WALMART charge is there dated XX/XX/XXXX as a PENDING CHARGE. I once again go into a chat on XXXX XX/XX/XXXX with an agent for CAPITAL ONE who tells me it can take up to 60 days to get the XXXX in rewards back to my account. They tell me they can't help me until the WALMART CHARGE ON XX/XX/XXXX CHANGES FROM PENDING TO A CHARGE AND THAT WHEN THAT FIES HAPPEN I CAN CONTACT THEM AGAIN AND GILE A DISPUTE. THEY ALSO TELL ME I MUST CONTACT THE MERCHANT WHICH IS WALMART. I GET OUT OF THAT CHAT WITH CAPITAL ONE. NEXT I CONTACT WALMART. WALMART TELLS ME THEY HAVE DONE A SEARCH AND THEY DO NOT SEE ANY TRANSACTION FOR XX/XX/XXXX IN THE AMOUNT OF {$36.00} NEITHER PENDING OR COMPLETED. I DID COMPLEYE MY WALMART ORDER ON MONDAY XX/XX/XXXX. BOTTOM LONE IS I CAN NOT GET EITHER CAPITAL ONE OR WALMART TO REMOVE A CHARGE FROM MY CAPITAL ONE ACCOUNT. WALMART SAYS THEY CAN NOT FIND A CHARGE AND CAPITAL ONE TELLS ME THEY CAN NOT HELP UNTIL THE CHARGE CHANGES FROM PENDING TO ACTUAL DEBIT TO MY CREDIT CARD ACCOUT. THEN I CAN FILE A DISPUTE. BOTTOM LINE IS NEITHER ARE A HELP. IT ALL FALLS BACK ON CONSUMER TO REMEDY A SITUATION WHICH NEVER SHOULD HAVE HAPPENED IN FIRST PLACE AS NO ORDER WAS EVER COMPLETED IN WALMART ON XX/XX/XXXX. NO CHECKOUT. NO ORDER PLACED. NO AUTHORIZATION FOR EITHER CAPITAL ONE TO CHARGE AND TAKE MY REWARDS AWAY AND SAME FOR WALMART THE MERCHANT PLACING A CHARGE ON CAPITAL ONE ACCOUNT. IT IS A TERRIBLE THING GOING ON. I want the pending removed by WALMART that they say they can't find and I want CAPITAL ONE to return rewards. It floors me that this happens and I have spent over 4 hours today, Wednesday, XX/XX/XXXX attempting to get either one if them to mitigate and remedy this situation only for neither of them to help. Please do what you can to help resolve this on my behalf. They had no right to do this when I NEVER CHECKED OUT OR PLACED AN ORDER.
Company Response:
State: CA
Zip: 92544
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Per the FCRA, as a federally protected consumer, I am now opting out of any and all authorization, i.e., the consumer may have given you written, unwritten, verbal, and non-verbal per 15 USC 6802. to the Following Companies XXXX ( XXXX XXXX ), Capital One, XXXX XXXX ( XXXX XXXX )
Company Response:
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
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 filed a dispute of {$100.00} with Capital One, they are not resolving the dispute and I did provide them the documentation, even after providing them the documentation they are not ready to give me a credit of {$100.00} and make it permanent. they reversed the credit of {$100.00} they gave to me.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have 5 credit cards with Capital one. I had a problem paying my bill due to our business almost closing and my account due to our accounts being hacked. I have had to switch my bank so I can make proper payments which I made minimum payments on XX/XX/XXXX. All of my 5 credit cards have this restriction. I am submitting this claim because I have been a loyal capital one customer since XXXX I need this restriction lifted so I can have access to my credit when I make payments and not to have my credit destroyed.
Company Response:
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: I keep getting soft inquiries from XXXX for no apparent reason, this needs to stop now.
Company Response:
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I don't remember the exact date I know it was the end of XXXX of this year XXXX, someone hacked into my account without me giving any information to anybody, stole {$250.00} through XXXX ( XXXX ; so {$500.00} total ) as well as {$100.00} for XXXX. About a week later they hacked into my account again requested to increase my credit line I received an email asking to confirm more information so being curious I called to find out that the hacker hacked into my account tried to increase my credit line as well as make a transaction of {$17.00} for XXXX the bank also informed me that there was activity in the XXXX as well as XXXX I live in the United States, I closed the account and opened a new one in hopes that the hacker could not gain entry back into my account, they still did somehow and now when I look at my bank statements it's as if it never happened I don't know if it's because I opened a new account and it's locked in the other account but because this hacker is talented they made the transactions look authorized the bank did not take me seriously close the case less than a week later. About a week after the money was stolen I tried logging into my account to no avail due to too many failed login attempts, when my login method is my fingerprint. They immediately deemed it denied and close the case. And now I refuse to pay off my credit card with them because why am I going to pay on a credit card that a hacker is just going to use and steal for me? The bank is Capital One 360 it took me a very long time to save up that money their job is to protect my money and they did not they took it as a joke as if filing a dispute is what I do for fun. Every representative I spoke to has twisted my story and made it different depending on who you spoke to. Because that account is closed I do know the debit card number and credit card number. My name is XXXX XXXX XXXX XXXX DEBIT CARD NUMBER XXXX XXXX XXXX XXXX CREDIT CARD NUMBER XXXX XXXX XXXX XXXX AND I DO KNOW THAT MY ACCOUNT NUMBER ENDED XXXX WHICH IS STILL ATTACHED TO THE NEW ACCOUNT NUMBER AND ROUTING NUMBER WHICH NOW ENDS XXXX. IF YOU NEED ANY OTHER INFORMATION FROM ME PLEASE FEEL FREE TO REACH OUT TO ME THROUGH MY PHONE NUMBER WHICH IS XXXX OR EMAIL XXXX.
Company Response:
State: FL
Zip: 33781
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In accordance with the fair credit reporting act, the creditor Capital One has violated my rights under 15 USC 1681 section 602 states that I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions under 15 USC 1666B : A creditor my not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: IN
Zip: 46324
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This credit card institution, Capital One, closed my credit card account due to inactivity without first notifying me and giving me a chance to make a reasonable effort to keep the card active and in good standing. There is no record in my email warning me of an impending closure and no contacts in my paper mail or by phone were made. I called their customer service department the same day that I was notified of the closure, and they refused to offer any information pertaining to the reinstatement of the card. It is my understanding that a credit card company will reasonably reinstate a card as long as they are contacted in a timely manner soon after the closure. This is my oldest credit card and impacts my credit age and credit score, and I was not given a reasonable means of keeping my credit in good standing.
Company Response:
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Welcome to our Capital One secure chat service! This chat will be monitored and recorded. XXXX XXXX You're now chatting with XXXX. XXXX, XXXX, this is XXXX, and welcome to our Capital One secure chat service! This chat will be monitored and recorded. Please Note : Your chat window may be pushed behind your browser window while navigating our site. If your open chat window is lost, you should be able to locate it again by minimizing any other open browser windows. Can we start by asking for your first and last name? Welcome to our Capital One secure chat service! This chat will be monitored and recorded. Thank you for reaching out to our live chat today. To ensure you have the best experience we suggest you keep your chat window open, ensure you have a good network connection and close any additional tabs. This will minimize any problems while we are chatting. Hello! Good morning. It's nice to have you on chat. How are you doing today? You, Hi this will take a minute to type please I called and spoke with one of your people XX/XX/XXXX last month. I said I used the card but had no funds on it. XXXX, I will be right with you. You, I specifically asked XXXX was her name Even when I pay you on the XXXX or XXXX. Can I make my XXXX payment on the XXXX because otherwise it will cancel my XXXX order XXXX she said yes XXXX, I will be right with you. You, I need my bill to reflect XX/XX/XXXX bill for the month of XXXX. Late fee when I called today was waved however you at capitalone want me to pay more than my typical {$40.00} a month and I can not do that. The XX/XX/XXXX bill is where I should be XXXX, Let me pull up your account information first and see what I can do to help you today. For security purposes, I will send a " Validate Identity '' form and please fill it out with your details ( exactly how it appears on the card and profile ) then click " submit '' once you are done so I can pull up your account here. Validate Identity You, When I pay you the {$40.00} each month I always have about {$17.00} on the card to use Last four on card XXXX XXXX, Let me pull up your account and check what's going on. You, XXXX XXXX Last on social XXXX XXXX, Did you receive the " Validate Identity '' form that I sent? Kindly fill out the form so I can pull up your account from our system. You, The bill should be dropped from {$1000.00} It should be dropped by another {$30.00} let me look will that be on my email? XXXX, I sent it on this chat. Let me send it again. XXXX XXXX You, ok I did it XXXX, Got it. Thank you. Please bear with me a moment while I locate your account information. You, XXXX XXXX, Thank you for your patience with me. I have your account ending in XXXX pulled up already. The current amount due is {$99.00}. Please give me a minute to review your account. Thank you for waiting! You, k XXXX, Upon checking, your current amount now is {$99.00} because it includes your missed minimum payment due on XXXX XXXX for {$35.00} plus the current minimum payment for XXXX XXXX which is {$64.00}. The late fee was charged because you missed your payment due on XXXX XXXX. The last payment we received was on XXXX XXXX which was still applied to your XX/XX/XXXX statement because your billing cycle ends every XXXX of the month. My apologies that you were given an incorrect information when you asked if it will be applied to your XXXX statement. You, Ok I understand But you need to understand When I called Your rep. I asked can I pay on XX/XX/XXXX because I ordered something on XXXX and used the wrong card. So my order wouldn't be canceled can I pay XXXX rather than wait until later in the month. And can it count for my XXXX XXXX. Your rep said yes There is no late fee nor additional fee it was paid on the XXXX of XXXX XXXX, I definitely understand where you are coming from. And I am sorry that it was not explained to you properly that the payment you will be doing on XX/XX/XXXX will not be applied to your XXXX statement since the statement for XXXX is not even generated on that day. Your cycle ends every XXXX of the month and the new statement will be generated on the XXXX. You, Her name was XXXX. She is from XXXX XXXX Time of my call was XXXX XXXX Im sorry I'm not paying because your staff doesn't know what they are doing That is not my fault I've been with capitalone sense XXXX And I've never missed my Payments XXXX, I will be right with you. You, k XXXX, There was a late fee charged on your account because the minimum payment due on XXXX XXXX due date was not received. Good thing is I see here that late fee of {$29.00} has been waived on your account today. You, And I'll say it again XXXX there is Not! My payment on the XXXX of XXXX was for the month of XXXX Because I asked and your rep said it was ok XXXX, I will be right with you. You, ok XXXX, I'm sorry but I am trying to explain to you what happened and what should have been done on your account. I acknowledged that it's XXXX of our representative 's fault that your payment was posted on your XXXX statement instead of XXXX. How may I exactly help you on your account today? You, I understand what happened Your not getting what I'm Saying XXXX, May I know how can we exactly help you? You, I normally pay by about the XXXX or XXXX even though its not due untill the XXXX or so. That is why I called on XX/XX/XXXX and asked specifically can I make this XXXX payment early so that I can cover the charges for my XXXX purchase Your rep said Yes and it would count for the XXXX payment XXXX, I will be right with you. You, XXXX XXXX, CFPB READ THIS. Let me verify your concern, are you asking us to post your payment of {$40.00} on XXXX XXXX to your XXXX statement instead? You, Yes That was what I asked XXXX and she said yes XXXX, I hear you. Let me verify to XXXX of our supervisors if that can be done. One moment please. You, What ever the bill was on XXXX XXXX that is what would have been paid around the XXXX or XXXX of XXXX ok XXXX, Don't worry I certainly understand your concern. I know it was not your intention to missed your XXXX statement. This may take a few minutes. Please bear with me. You, ok ty XXXXXXXX XXXX XXXX, I will be right with you. You, ok ty XXXXXXXX XXXX XXXX, I will be right with you. Thank you for waiting. I'll be with you in just a moment. You, ok XXXXXXXX XXXX XXXXXXXX, I will be right with you. You, XXXX XXXX, Thank you for patiently waiting! You, no problem XXXX, I did my best already but and I hate to say this but we can not really move the payment across statement cycles. Your payment will remain as posted on that day which is XXXX XXXX and still for applied for XXXX statement and the XXXX statement still needs to be paid separately. Right now, the amount due will still be {$99.00} due on XXXX XXXX. You can split your payments if that will be more manageable. You, Well I guess I'll cut up the card and you can let go to collection. There not going to get anything from me. And I don't care about my score. Your people need better training sorry its ended like this after 6 years but it not my fault. XXXX, The payment you made on XXXX XXXX still applied towards your full balance. You, You are wanting money I can't and shouldn't pay XXXX, Are you having challenges in paying the required amount of {$99.00} by the due date? You, Yes because I shouldn't pay it! Your Rep said I could do what I did and now retract and I'm left holding the bag. I did what you people said I can do. now I'm being punished for it. If you will check you will see every month sense I went with you. I've Never missed a payment Never and I always made the minimum payments required XXXX, I will be right with you. You, XXXX XXXXXXXX XXXX XXXXXXXX, I will be right with you. You, XXXX XXXX, CFPB READ THIS. I am really sorry for the inconvenience it may have caused you. However your are still responsible for any outstanding balance on the account because you used the card XXXX. We acknowledged that the previous agent provided you an incorrect information rest assured that I will send a feedback about it. We have waived the late fee charged on your account already because we know it was not your intention that the XXXX statement was not paid by the due date because you actually paid it earlier before the statement was generated. I understand that it's harder for you for you to pay now for this month since you did not expect that the amount due will be higher now and I am more than willing to help you now if you are having challenges in bringing your account back to current. By the way I have already sent a feedback about your previous experience that the agent has misinformed you. You, I'm sorry but I can not pay for the mistake of CapitalOne support. I've done nothing wrong and I shouldn't be punished because of your mistakes. I will record this conversation for legal purposes. You guys need to change your ways. My account is now canceled CFPB They have attacked me this day by taking XXXX points off my score. I want members of CapitalOne terminated. I want my points back Now! And wish to have a letter sent to all credit unions. CapitalOne does not have my permission to send my personal Information to anyone. If they do it's a violation under the XXXX XXXX. I removed my last four of social and of my bank card. My Phone Number is XXXX It will not let me edit. Thank you.
Company Response:
State: WY
Zip: 824XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A