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BBB Accredited Business since

Capital One Financial Corporation

Find a Location

Phone: (800) 955-7070 Fax: (888) 259-3021 View Additional Phone Numbers 15000 Capital One Dr, Richmond, VA 23238 http://www.capitalone.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Capital One offers a broad array of financial products and services to consumers, small businesses, and commercial clients through branches, the Internet, and other distribution channels.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Capital One Financial Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Find a Location


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Capital One Financial Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 4238 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

4238 complaints closed with BBB in last 3 years | 1380 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 242
Billing/Collection Issues 1735
Delivery Issues 42
Guarantee/Warranty Issues 15
Problems with Product/Service 2204
Total Closed Complaints 4238

Customer Reviews Summary Read customer reviews

61 Customer Reviews on Capital One Financial Corporation
Customer Experience Total Customer Reviews
Positive Experience 9
Neutral Experience 1
Negative Experience 51
Total Customer Reviews 61

Additional Information

BBB file opened: December 20, 1994 Business started: 05/03/1994 in VA Business incorporated 05/03/1994 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Mortgage Licensing System

http://www.nmlsconsumeraccess.org

Type of Entity

Corporation

Business Management
Mr. Tim Nelson, Extended Operations Manager
Contact Information
Customer Contact: Ms. Laura Farley
Business Category

Credit Cards & Plans Mortgage Lender Banks

Alternate Business Names
Capital One Capital One Auto Finance Capital One Bank CAPITAL ONE BANK (CAPSTONE) Capital One Bank (USA), N.A. Capital One Credit Card Capital One Direct Bank Capital One HealthCare Finance Capital One Home Loans Capital One Investing, LLC Capital One Services, Inc. Capital One Services, LLC Capital One Small Business Capital One, N.A. Direct Authority Bankcard GE Healthcare Financial Solutions GM Credit Card ING Direct ING Sharebuilder Sony Card Sony Card Product

Customer Review Rating plus BBB Rating Summary

Capital One Financial Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 15000 Capital One Dr

    Richmond, VA 23238

  • Attention: 12075-0450 PO#12000-0000125512
    15000 Capital One Drive

    Richmond, VA 23238

  • THIS LOCATION IS NOT BBB ACCREDITED

    135 E Baltimore St

    Baltimore, MD 21202

  • THIS LOCATION IS NOT BBB ACCREDITED

    4745 Dorsey Hall Dr

    Ellicott City, MD 21042

  • THIS LOCATION IS NOT BBB ACCREDITED

    7937 Ritchie Hwy

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    2063 West St

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    5400 Corporate Dr

    Frederick, MD 21703

  • THIS LOCATION IS NOT BBB ACCREDITED

    7821 Quarterfield Rd

    Severn, MD 21144

  • THIS LOCATION IS NOT BBB ACCREDITED

    5507 Ridge Rd

    Mount Airy, MD 21771

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 70

    Tonawanda, NY 14151

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1970

    Williamsville, NY 14231

  • THIS LOCATION IS NOT BBB ACCREDITED

    5650 Yonge St, 13th Floor

    North York, ON M2M 4G3

  • THIS LOCATION IS NOT BBB ACCREDITED

    270 Federal Rd

    Brookfield, CT 06804

  • THIS LOCATION IS NOT BBB ACCREDITED

    1111 Avenue K

    Brooklyn, NY 11230

  • THIS LOCATION IS NOT BBB ACCREDITED

    5811 Foster Avenue

    Brooklyn, NY 11234

  • THIS LOCATION IS NOT BBB ACCREDITED

    45 East 49th Street

    New York, NY 10017

  • THIS LOCATION IS NOT BBB ACCREDITED

    968 3rd Avenue

    New York , NY 10022

  • THIS LOCATION IS NOT BBB ACCREDITED

    209 Lackawanna Ave

    Olyphant, PA 18447

  • 1680 Capital One Dr

    Mc Lean, VA 22102

  • 1680 Capital One Drive

    McLean, VA 22102

  • THIS LOCATION IS NOT BBB ACCREDITED

    1636 Walnut Street

    Philadelphia, PA 19103

  • 1 South Orange Street

    Wilmington, DE 19801

  • 802 Delaware Avenue

    Wilmington, DE 19801

  • THIS LOCATION IS NOT BBB ACCREDITED

    po box 85051

    richmond, VA 45238

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 105722

    Atlanta, GA 30348

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 761

    Cornelius, NC 28031

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 71104

    Charlotte, NC 28272

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 551896

    Fort Lauderdale, FL 33109

  • THIS LOCATION IS NOT BBB ACCREDITED

    8745 Henderson Rd

    Tampa, FL 33634

  • THIS LOCATION IS NOT BBB ACCREDITED

    8705 Henderson Rd

    Tampa, FL 33634

  • THIS LOCATION IS NOT BBB ACCREDITED

    7301 N. Lincoln Av

    Lincolnwood, IL 60712

  • THIS LOCATION IS NOT BBB ACCREDITED

    21 E. Chestnut

    Chicago, IL 60611

  • THIS LOCATION IS NOT BBB ACCREDITED

    21 E. Chestnut

    Chicago, IL 60611

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 Washington Ave. S.

    Minneapolis, MN 55401

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 West Saint Germain Street

    Saint Cloud, MN 56301

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 60

    Saint Cloud, MN 56302

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 4000

    Fenton, MO 63026

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 E 41st St

    Austin, TX 78751

  • THIS LOCATION IS NOT BBB ACCREDITED

    1020 Ne Loop 410

    San Antonio, TX 78209

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 S St Mary's

    San Antonio, TX 78205

  • THIS LOCATION IS NOT BBB ACCREDITED

    10901 N Lamar Blvd, Ste B-1

    Austin, TX 78753

  • THIS LOCATION IS NOT BBB ACCREDITED

    10999 Hwy 10 W, #100

    San Antonio, TX 78230

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Goliad Rd

    San Antonio, TX 78223

  • THIS LOCATION IS NOT BBB ACCREDITED

    11800 Domain Dr

    Austin, TX 78759

  • THIS LOCATION IS NOT BBB ACCREDITED

    12503 Nw Military Hwy

    San Antonio, TX 78231

  • THIS LOCATION IS NOT BBB ACCREDITED

    140 W Slaughter Ln

    Austin, TX 78748

  • THIS LOCATION IS NOT BBB ACCREDITED

    1434 Austin Hwy

    San Antonio, TX 78209

  • THIS LOCATION IS NOT BBB ACCREDITED

    1503 Vance Jackson Rd

    San Antonio, TX 78213

  • THIS LOCATION IS NOT BBB ACCREDITED

    1521 N I-35

    Bellmead, TX 76705

  • THIS LOCATION IS NOT BBB ACCREDITED

    1607 N County Rd W

    Odessa, TX 79763

  • THIS LOCATION IS NOT BBB ACCREDITED

    1811 S Congress Ave

    Austin, TX 78704

  • THIS LOCATION IS NOT BBB ACCREDITED

    18402 U.S. Hwy 281 North #215

    San Antonio, TX 78259

  • THIS LOCATION IS NOT BBB ACCREDITED

    18402 U.S. Hwy 281 North #215

    San Antonio, TX 78259

  • THIS LOCATION IS NOT BBB ACCREDITED

    1904 Guadalupe St

    Austin, TX 78705

  • THIS LOCATION IS NOT BBB ACCREDITED

    2119 E Seventh St

    Austin, TX 78702

  • THIS LOCATION IS NOT BBB ACCREDITED

    2130 Sw Military Dr

    San Antonio, TX 78224

  • THIS LOCATION IS NOT BBB ACCREDITED

    221 East Parmer Lane

    Austin, TX 78758

  • THIS LOCATION IS NOT BBB ACCREDITED

    2224 Walsh Tarlton Ln

    West Lake Hls, TX 78746

  • THIS LOCATION IS NOT BBB ACCREDITED

    2301 W Missouri

    Midland, TX 79701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2323 Nw Military Hwy

    San Antonio, TX 78231

  • THIS LOCATION IS NOT BBB ACCREDITED

    2414 Guadalupe St

    Austin, TX 78705

  • THIS LOCATION IS NOT BBB ACCREDITED

    2711 W Anderson Ln

    Austin, TX 78757

  • THIS LOCATION IS NOT BBB ACCREDITED

    3166 Se Military Dr, Ste 101

    San Antonio, TX 78223

  • THIS LOCATION IS NOT BBB ACCREDITED

    320 N New Rd

    Waco, TX 76710

  • THIS LOCATION IS NOT BBB ACCREDITED

    3209 Courtyard Dr

    Midland, TX 79705

  • THIS LOCATION IS NOT BBB ACCREDITED

    3267 Bee Cave Rd

    Austin, TX 78746

  • THIS LOCATION IS NOT BBB ACCREDITED

    3520 W Slaughter Ln

    Austin, TX 78749

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 E 42nd St

    Odessa, TX 79762

  • THIS LOCATION IS NOT BBB ACCREDITED

    4011 San Pedro

    San Antonio, TX 78212

  • THIS LOCATION IS NOT BBB ACCREDITED

    4601 N Lamar Blvd

    Austin, TX 78751

  • THIS LOCATION IS NOT BBB ACCREDITED

    4620 Broadway St

    San Antonio, TX 78209

  • THIS LOCATION IS NOT BBB ACCREDITED

    4703 Medical Dr

    San Antonio, TX 78229

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 W Wall St

    Midland, TX 79701

  • THIS LOCATION IS NOT BBB ACCREDITED

    5033 Nw Loop 410

    San Antonio, TX 78228

  • THIS LOCATION IS NOT BBB ACCREDITED

    504 Lavaca

    Austin, TX 78701

  • THIS LOCATION IS NOT BBB ACCREDITED

    510 Nw Loop 410

    San Antonio, TX 78216

  • THIS LOCATION IS NOT BBB ACCREDITED

    512 E Highland Blvd

    San Antonio, TX 78210

  • THIS LOCATION IS NOT BBB ACCREDITED

    519 E Highland Blvd

    San Antonio, TX 78210

  • THIS LOCATION IS NOT BBB ACCREDITED

    5407 N I H 35

    Austin, TX 78723

  • THIS LOCATION IS NOT BBB ACCREDITED

    5700 W Slaughter Ln

    Austin, TX 78749

  • THIS LOCATION IS NOT BBB ACCREDITED

    5801 Babcock Rd

    San Antonio, TX 78240

  • THIS LOCATION IS NOT BBB ACCREDITED

    5900 Broadway

    San Antonio, TX 78209

  • THIS LOCATION IS NOT BBB ACCREDITED

    6000 Ingram Rd

    San Antonio, TX 78238

  • THIS LOCATION IS NOT BBB ACCREDITED

    6001 Montgomery

    Windcrest, TX 78239

  • THIS LOCATION IS NOT BBB ACCREDITED

    6200 Bee Cave Rd

    Austin, TX 78746

  • THIS LOCATION IS NOT BBB ACCREDITED

    6406 N Ih 35, Ste #2850

    Austin, TX 78752

  • THIS LOCATION IS NOT BBB ACCREDITED

    6596 Fm 78

    San Antonio, TX 78244

  • THIS LOCATION IS NOT BBB ACCREDITED

    6600 S Mopac Bldg 1000

    Austin, TX 78749

  • THIS LOCATION IS NOT BBB ACCREDITED

    6800 Westgate Blvd, #111

    Austin, TX 78745

  • THIS LOCATION IS NOT BBB ACCREDITED

    6900 Brodie Ln

    Austin, TX 78745

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 E Stassney Ln Bldg J

    Austin, TX 78745

  • THIS LOCATION IS NOT BBB ACCREDITED

    707 Bandera

    San Antonio, TX 78228

  • THIS LOCATION IS NOT BBB ACCREDITED

    7300 Fm 2222

    Austin, TX 78730

  • THIS LOCATION IS NOT BBB ACCREDITED

    7559 Nw Loop 410

    San Antonio, TX 78245

  • THIS LOCATION IS NOT BBB ACCREDITED

    7600 Burnet Rd

    Austin, TX 78757

  • THIS LOCATION IS NOT BBB ACCREDITED

    7935 Shoal Creek Blvd

    Austin, TX 78757

  • THIS LOCATION IS NOT BBB ACCREDITED

    7959 Fredericksburg Rd

    San Antonio, TX 78229

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 Hewitt Dr

    Waco, TX 76712

  • THIS LOCATION IS NOT BBB ACCREDITED

    8014 Bandera Rd

    San Antonio, TX 78250

  • THIS LOCATION IS NOT BBB ACCREDITED

    8235 St Hwy 151

    San Antonio, TX 78245

  • THIS LOCATION IS NOT BBB ACCREDITED

    8306 Marbach Rd

    San Antonio, TX 78227

  • THIS LOCATION IS NOT BBB ACCREDITED

    8597 Blanco Rd

    San Antonio, TX 78216

  • THIS LOCATION IS NOT BBB ACCREDITED

    9739 Great Hills Trail

    Austin, TX 78759

  • THIS LOCATION IS NOT BBB ACCREDITED

    9901 N Lamar Blvd

    Austin, TX 78753

  • 440 Third Street

    Baton Rouge, LA 70802

  • PO Box 3597

    Baton Rouge, LA 70821

  • 1255 N Main St

    Vidor, TX 77662

  • 1255 N Main St

    Vidor, TX 77662

  • 2335 Texas Ave

    Bridge City, TX 77611

  • 2335 Texas Ave

    Bridge City, TX 77611

  • 2950 Highway 365

    Port Arthur, TX 77642

  • 2950 Highway 365

    Port Arthur, TX 77642

  • 302 5th St

    Orange, TX 77630

  • 3475 Phelan Blvd

    Beaumont, TX 77707

  • 3475 Phelan Blvd

    Beaumont, TX 77707

  • 3738 N 16th St

    Orange, TX 77632

  • 3738 N 16th St

    Orange, TX 77632

  • 3775 Stagg Dr

    Beaumont, TX 77701

  • 3775 Stagg Dr

    Beaumont, TX 77701

  • 3950 Dowlen Rd

    Beaumont, TX 77706

  • 3950 Dowlen Rd

    Beaumont, TX 77706

  • 441 Austin Ave

    Port Arthur, TX 77640

  • 441 Austin Ave

    Port Arthur, TX 77640

  • 510 Park St

    Beaumont, TX 77701

  • 510 Park St

    Beaumont, TX 77701

  • 6363 Phelan Blvd

    Beaumont, TX 77706

  • 6363 Phelan Blvd

    Beaumont, TX 77706

  • PO Box 2751

    Beaumont, TX 77704

  • PO Box 2751

    Beaumont, TX 77704

  • PO Box 3928

    Beaumont, TX 77704

  • PO Box 3928

    Beaumont, TX 77704

  • THIS LOCATION IS NOT BBB ACCREDITED

    1610 South First

    Lufkin, TX 75901

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 2058

    Lufkin, TX 75902

  • THIS LOCATION IS NOT BBB ACCREDITED

    715 Main

    Chireno, TX 75937

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. BOX 84

    Chireno, TX 75937

  • THIS LOCATION IS NOT BBB ACCREDITED

    7933 Preston Rd

    Plano, TX 75024

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 660068

    Dallas, TX 75266

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 AMON CARTER BLVD

    FORT WORTH, TX 76155

  • THIS LOCATION IS NOT BBB ACCREDITED

    2245 north loop 336 west

    conroe, TX 77304

  • THIS LOCATION IS NOT BBB ACCREDITED

    10951 Jones Rd.

    Houston, TX 77065

  • THIS LOCATION IS NOT BBB ACCREDITED

    11697 Westhiemer Road

    Houston , TX 77077

  • THIS LOCATION IS NOT BBB ACCREDITED

    1192 W. Dallas

    Conroe, TX 77301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1250 Pin Oak Rd.

    Katy, TX 77494

  • THIS LOCATION IS NOT BBB ACCREDITED

    1260 Blalock, Suite 100

    Houston, TX 77055

  • THIS LOCATION IS NOT BBB ACCREDITED

    14011 Park Drive, Suite 115

    Tomball, TX 77377

  • THIS LOCATION IS NOT BBB ACCREDITED

    1410 North Ed Carey Drive

    Harlingen , TX 78550

  • THIS LOCATION IS NOT BBB ACCREDITED

    14310 FM 2920

    Tomball , TX 77377

  • THIS LOCATION IS NOT BBB ACCREDITED

    16000 Steubner Airline Rd., Ste 100

    Spring, TX 77379

  • THIS LOCATION IS NOT BBB ACCREDITED

    1621-B FM 517 Rd. E

    Dickinson, TX 77539

  • THIS LOCATION IS NOT BBB ACCREDITED

    1629 S. Voss

    Houston, TX 77057

  • THIS LOCATION IS NOT BBB ACCREDITED

    1855 West Bay Area Blvd.

    Webster , TX 77598

  • THIS LOCATION IS NOT BBB ACCREDITED

    19311 W Lake Houston Prwy

    Humble, TX 77346

  • THIS LOCATION IS NOT BBB ACCREDITED

    2120 Thompson Hwy.

    Richmond, TX 77469

  • THIS LOCATION IS NOT BBB ACCREDITED

    2353 Town Center Dr.

    Sugar Land, TX 77478

  • THIS LOCATION IS NOT BBB ACCREDITED

    2404 Research Forest Dr.

    The Woodlands, TX 77381

  • THIS LOCATION IS NOT BBB ACCREDITED

    2600 S. Gessner, Suite 100

    Houston, TX 77063

  • THIS LOCATION IS NOT BBB ACCREDITED

    2810 First Street

    Rosenberg, TX 77471

  • THIS LOCATION IS NOT BBB ACCREDITED

    3207 Westpark

    Houston, TX 77005

  • THIS LOCATION IS NOT BBB ACCREDITED

    5718 Westheimer, Suite 600

    Houston, TX 77057

  • THIS LOCATION IS NOT BBB ACCREDITED

    8 Braeswood Square

    Houston, TX 77096

  • THIS LOCATION IS NOT BBB ACCREDITED

    870 S. Mason Rd., Suite 100

    Katy, TX 77450

  • THIS LOCATION IS NOT BBB ACCREDITED

    915 H North Shepherd

    Houston, TX 77008

  • THIS LOCATION IS NOT BBB ACCREDITED

    9461 FM 1960 Bypass Rd W

    Humble , TX 77338

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 4199

    Houston , TX 77210

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 4199

    Houston, TX 77210

  • THIS LOCATION IS NOT BBB ACCREDITED

    POB 4200

    Houston, TX 77210

  • 3225 Ryan Street

    Lake Charles, LA 70601

  • One Lakeshore Dr.

    Lake Charles, LA 70629

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Lakeshore Drive

    Lake Charles, LA 70601

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 N. Pine

    DeQuincy, LA 70633

  • THIS LOCATION IS NOT BBB ACCREDITED

    109 S. Thompson Avenue

    Iowa, LA 70647

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Enterprise Boulevard

    Lake Charles, LA 70601

  • THIS LOCATION IS NOT BBB ACCREDITED

    113 Arthur Avenue

    Lake Arthur, LA 70549

  • THIS LOCATION IS NOT BBB ACCREDITED

    115 N. 11th Street

    Oakdale, LA 71463

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 Ruth Street

    Sulphur, LA 70663

  • THIS LOCATION IS NOT BBB ACCREDITED

    1511 Sampson Street

    Westlake, LA 70669

  • THIS LOCATION IS NOT BBB ACCREDITED

    1601 Loree Street

    Vinton, LA 70668

  • THIS LOCATION IS NOT BBB ACCREDITED

    1855 Country Club Road

    Lake Charles, LA 70605

  • THIS LOCATION IS NOT BBB ACCREDITED

    1920 Highway 14

    Lake Charles, LA 70601

  • THIS LOCATION IS NOT BBB ACCREDITED

    3448 5th Avenue

    Lake Charles, LA 70605

  • THIS LOCATION IS NOT BBB ACCREDITED

    3621 Maplewood Drive

    Sulphur, LA 70663

  • THIS LOCATION IS NOT BBB ACCREDITED

    372 Sam Houston Jones Parkway

    Lake Charles, LA 70611

  • THIS LOCATION IS NOT BBB ACCREDITED

    409 Cary Avenue

    Jennings, LA 70546

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 N. 9th Street

    Kinder, LA 70648

  • THIS LOCATION IS NOT BBB ACCREDITED

    451 Marshall Street

    Cameron, LA 70631

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 3402

    Lake Charles, LA 70602

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Thomas Road

    West Monroe, LA 71291

  • THIS LOCATION IS NOT BBB ACCREDITED

    1808 N 18th St

    Monroe, LA 71201

  • THIS LOCATION IS NOT BBB ACCREDITED

    P. O. Box 2265

    Monroe, LA 71207

  • THIS LOCATION IS NOT BBB ACCREDITED

    13524 River Road

    Destrehan, LA 70047

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 61540

    New Orleans, LA 70161

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Baronne Street

    New Orleans, LA 70112

  • THIS LOCATION IS NOT BBB ACCREDITED

    313 Carondelet Street

    New Orleans, LA 70130

  • THIS LOCATION IS NOT BBB ACCREDITED

    3540 St Charles Avenue

    New Orleans, LA 70115

  • THIS LOCATION IS NOT BBB ACCREDITED

    3644 Williams Blvd

    Kenner, LA 70065

  • THIS LOCATION IS NOT BBB ACCREDITED

    627 Belle Terre

    La Place, LA 70068

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 61336

    New Orleans, LA 70161

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 61540

    New Orleans, LA 70161

  • THIS LOCATION IS NOT BBB ACCREDITED

    22014 MARTIN LUTHER KING BLVD

    Houma , LA 70360

  • 122 W Church St

    Bunkie, LA 71322

  • 211 4th St

    Alexandria, LA 71301

  • 2730 Highway 28 E

    Pineville, LA 71360

  • 345 Tunica Dr E

    Marksville, LA 71351

  • 3499 Masonic Dr

    Alexandria, LA 71301

  • 3701 Jackson St Ext

    Alexandria, LA 71303

  • 4401 Coliseum Blvd

    Alexandria, LA 71303

  • 5101 Shreveport Hwy.

    Tioga, LA 71477

  • 6110 Monroe Hwy

    Pineville, LA 71405

  • 818 Fourth St.

    Alexandria, LA 71301

  • 934 Third St. Fourth Floor

    Alexandria, LA 71301

  • 942 Bryan Street

    Bunkie, LA 71322

  • Hwy 165 North

    Ball, LA 71405

  • PO Box 100

    Bunkie, LA 71322

  • (Fairgrounds Location)
    2321 Greenwood Rd

    Shreveport, LA 71103

  • (Greenwood Location)
    3715 Greenwood Rd

    Shreveport, LA 71109

  • (Huntington Location)
    7701 Pines Rd

    Shreveport, LA 71129

  • (I-20 West Location)
    6161 Greenwood Rd

    Shreveport, LA 71119

  • (Jordan Location)
    814 Jordan St

    Shreveport, LA 71101

  • (North Market Location)
    1927 N Market St

    Shreveport, LA 71107

  • (Northwood Location)
    5895 N Market St

    Shreveport, LA 71107

  • (South Shreveport Location)
    9181 Mansfield Rd

    Shreveport, LA 71118

  • (Southfield Location)
    5750 Youree Dr

    Shreveport, LA 71105

  • (Southwood)
    9360 Mansfield Rd

    Shreveport, LA 71118

  • (Uptown Location)
    4855 Line Ave

    Shreveport, LA 71106

  • 1004 Main Street

    Haynesville, LA 71038

  • 105 Highway 5

    Logansport, LA 71049

  • 1201 Shreve City Station
    (Shreve City Location)

    Shreveport, LA 71105

  • 1914 Main St

    Haynesville, LA 71038

  • 2045 Airline Dr
    (airline Location)

    Bossier City, LA 71111

  • 214 South Washington

    Mansfield, LA 71052

  • 301 Benton Rd
    (benton Road Location)

    Bossier City, LA 71111

  • 309 East Palmetto Street

    Plain Dealing, LA 71064

  • 333 Travis St

    Shreveport, LA 71101

  • 571 Highway 171

    Stonewall, LA 71078

  • 617 W Main St

    Homer, LA 71040

  • 618 Main St

    Minden, LA 71055

  • 700 East Kings Highway
    (Broadmoor Drive-Up)

    Shreveport, LA 71105

  • 8386 Hwy 171

    Grand Cane, LA 71032

  • 8989 Ellerbe Rd
    (ellerbe Location)

    Shreveport, LA 71106

  • Hollywood Location)
    5836 Mansfield Rd

    Shreveport, LA 71108

  • P.O. Box 17100

    Shreveport, LA 71148

  • PO Box 17100

    Shreveport, LA 71148

  • 100 W. Broad St.

    Texarkana, TX 75503

  • 103 E. New Boston Rd.

    Texarkana, TX 75501

  • 107 Loop 59

    Atlanta, TX 75551

  • 2318 Richmond Rd

    Texarkana, TX 75503

  • 3900 S. Lake Drive

    Texarkana, TX 75501

  • 4805 Texas Blvd

    Texarkana, TX 75503

  • 600 Redwater Rd

    Wake Village, TX 75501

  • THIS LOCATION IS NOT BBB ACCREDITED

    124 Heymann Blvd.

    Lafayette, LA 70508

  • 213 Vermilion St.

    Lafayette, LA 70501

  • P.O. Box 3847

    Lafayette, LA 70502

  • THIS LOCATION IS NOT BBB ACCREDITED

    3527 W Pinhook Rd

    Lafayette, LA 70508

  • THIS LOCATION IS NOT BBB ACCREDITED

    4416 Ambassador Caffery

    Lafayette, LA 70508

  • THIS LOCATION IS NOT BBB ACCREDITED

    112 E. Kaliste Saloom Rd.

    Lafayette, LA 70508

  • THIS LOCATION IS NOT BBB ACCREDITED

    3200 Johnston St

    Lafayette, LA 70503

  • THIS LOCATION IS NOT BBB ACCREDITED

    3105 Louisiana Avenue

    Lafayette, LA 70501

  • 2501 S Main

    Lindale, TX 75771

  • 222 S Ragsdale St

    Jacksonville, TX 75766

  • THIS LOCATION IS NOT BBB ACCREDITED

    16920 Village Lake Dr

    Lindale, TX 75771

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 N Main St

    Gladewater, TX 75647

  • THIS LOCATION IS NOT BBB ACCREDITED

    519 N Sycamore St

    Palestine, TX 75801

  • 909 E Southeast Loop 323

    Tyler, TX 75701

  • 1701 W Loop 281

    Longview, TX 75604

  • 2121 S Loop 256

    Palestine, TX 75801

  • 7601 S Broadway

    Tyler, TX 75703

  • 2815 SSW Loop 323

    Tyler, TX 75701

  • 115 Main St.

    Elysian Fields, TX 75642

  • 536 E Broad St

    Mineola, TX 75773

  • 100 N Bolivar St

    Marshall, TX 75670

  • 1111 Judson Rd

    Longview, TX 75601

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    1958 Kalakaua Ave

    Honolulu, HI 96815

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    1958 Kalakaua Ave

    Honolulu, HI 96815

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    PO Box 30253Q

    Salt Lake City, UT 84130

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    PO Box 30284

    Salt Lake City, UT 84130

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    PO Box 30285

    Salt Lake City, UT 84130

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    401 West A St #1000

    San Diego, CA 92101

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    17525 Ventura Blvd. Suite 300

    Encino, CA 91316

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    PO Box 60501

    City of Industry, CA 91716

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    City of Industry, CA 91716

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    13952 Peach Grove Street

    Sherman Oaks, CA 91423

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    23011 Moulton Parkway Suite C-2

    Laguna Hills, CA 91724

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    Long Beach, CA 90804

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    P.O. Box 60024

    City Indust, CA 91716

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    P.O. Box 93016

    Long Beach, CA 90809

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    PO Box 60000

    Seattle, WA 98190

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    1445 120th Ave NE

    Bellevue, WA 98005

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    1445 120th Ave NE

    Bellevue, WA 98005

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    83 S King St Ste 700

    Seattle, WA 98104

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    83 S King St Ste 700

    Seattle, WA 98104

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    PO Box 60504

    City of Industry, CA 91716

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    13952 Peach Grove Street

    Sherman Oaks, CA 91423

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    Sherman Oaks, CA 91423

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    3233 Grand Avenue Suite N348

    Chino, CA 91709

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/28/2016 Problems with Product/Service | Complaint Details Unavailable
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4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted capital one almost or over a year ago to cancel the payment protection program. There is a documented notation on my account from I believe the second to last time I had to call to unlock my account in which I was given another 800 number to call to cancel it, which I did the following day because that department was closed. I have never used it my entire time as a customer for over 7 years. I had though the issue was resolve and as capital one's apr is pretty high on a normal I didn't notice it was still there until I had gotten a letter that it was going to be canceled automatically because of a business decision to term the program itself. I then reviewed my account in more detail and had found they had not canceled so I called that number a second time and they told me since they had no record of the 1st call they couldn't do anything and disconnected. I called a third time and the third person had state not only were there no notes the 1st time but also no notes the second time either. This is very upsetting as I have never had an issue with capital one the entire time I've been a customer aside from occasionally getting locked out of my online account and needing to call in to unlock it. This is horrible business and not only are they profiting off of the high apr but also on a feature I've clearly have never used and wanted canceled a long time ago.

My complaint concerns: a Credit Card

Desired Settlement: I request that Capital One makes this right. I've never used the feature nor did I want it for over a year and called in to cancel it probably over a year or maybe 2 ago. I'm not completely sure on the time frame but me asking for the number should be notated by a normal rep who unlock my online account I believe the second to last time. The resolution requested is either a complete refund of the pure profit they earn from the feature being on my account and never use and for the horrible customer service I've experienced from this shady department or a refund back to the exact date that I called in and specifically asked for the number in my notes back onto my card's balance.

Business Response: I am writing in response to the concern you submitted to the Better Business Bureau regarding
your request for a refund of Payment Protection fees on the above account. I attempted to
contact you by phone; however, I was unable to speak with you.
To address your concerns with Payment Protection, your enrollment was canceled on April 22,
2016, and a credit in the amount of $375.69 was applied to your account. This credit is a refund
for the Payment Protection fees billed to your account since enrollment. The credit will appear
on your April 2016 statement.
If you have additional questions or concerns, please give me a call at ************, Monday
through Friday from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the
following six digit phone PIN available: ******. I’m glad to help any way I can.
Sincerely,

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************
Regards,
******** *********



4/25/2016 Advertising/Sales Issues
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4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Given the recent history of credit and banking institutions, it would only make sense that transparency of billing processes be enhanced to their optimal level. Currently, Capital one runs charges to the credit card in a sequential order without provide a running balance. I have two additional cards with other organizations and they provide a real time running balance so that the consumer is best informed of the pending charges and make more responsible financial decisions. I generally pay my entire balanced within 5 to 30 business days each month, but it is extremely difficult to reconcile my account when there is no balance from one transaction to the next. Given that the standard for other financial institutions is to provide this running balance, I can only assume that Capital One is intentionally omitting this practice in an effort to confuse and push for clients to incur additional debts. I think it would be of most benefit to all parties involved for Capital One to follow better business practices. This is a simple fix and one that falls with general industry standards. Please advise. Regards, ***** ******

My complaint concerns: a Credit Card

Desired Settlement: Change the all billing systems to reflect on going available balances so that clients can better reconcile billing.

Business Response: Dear ***** *******
I am following up with you regarding the concerns you filed with the Better Business Bureau
(BBB) regarding our billing process. Thank you for speaking with me on April 12, 2016. I’m sorry
for any frustration this may have caused.
I understand that you would like the balance to reflect all recent and posted transactions on your
account. Recent transactions are transactions that a merchant is closing on but has not
completely posted to your credit card account. These types of transactions will usually officially
post within 24 hours. There are many factors that may affect the posting of transactions. To
ensure the information is accurate, we include only posted transactions in your current balance.
Although some transactions may not reflect in your balance immediately, all transactions are
removed from your available credit. This information is available online at Capitalone.com,
through our mobile applications - Capital One Wallet and Capital One Mobile Banking, and by
phone using our automated system or when speaking with a representative.
In review of your account, our records show that you are enrolled in our Online Services. You
may also set up automatic monthly payments using AutoPay. AutoPay is a convenient option
we give our customers to maintain a good payment history without the hassle of setting up
individual payments. You may choose to have the minimum amount due, the statement balance
or a fixed amount ($35.00 or greater) automatically paid from your checking account on your
payment due date.
I want to assure you that Capital One adheres to all applicable laws and regulations as it relates
to the billing of transactions.
If you have questions or concerns, please give me a call at ************* Monday through
Friday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six
digit phone PIN available: ******. I’m glad to help any way I can.

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4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My car, which was paid for in cash, was taken by Capitol One because they erroneously put a lein on the vehicle. I have never been a Capitol One customer. I have the title to the vehicle but they took my property and it took over a week to get the vehicle back from them.

My complaint concerns: Other

Desired Settlement: I want to get reimbursed for the expenses i incurred in trying to get my car back from Capitol One and the time and effort my wife and i have expended in doing so.

Business Response: Dear Mr. ******,
We have reviewed the situation you explained to the Better Business Bureau and want
to address your concerns.
We appreciate the opportunity to address your concerns and have forwarded your
customer experience feedback to the appropriate manager to review. We assure you
that Capital One is committed to providing superior quality service
We have conducted a thorough investigation into your concerns, and confirmed that we
hold a valid lien on the **** *** ******** **** *****************, which is now
in your possession. Our lien was removed without our knowledge or permission. Our
records confirm that we never issued a lien release on the above vehicle. Due to the
nature in which our lien was removed from the title for the above vehicle, we believe that
we had a right to possession of the vehicle when we repossessed it on September 14,
2015.
However, as a gesture of goodwill, we agreed to return the vehicle on September 21,
2015. Prior to returning the vehicle, we had it washed and filled with premium gasoline.
We also offered a $50 gift card. Please note, while we have agreed to return the vehicle,
we are not warranting the validity of your title.
Based on the above facts, we respectfully decline your demand for $17,000. However,
we would like to reach an amicable resolution in this matter. Please contact me directly
at ***** ******** to discuss this matter further.
We regret any inconvenience this matter may have caused you. If you have questions
regarding this specific response, I can be reached at ***** *********
Sincerely,

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was restricted when I added authorized users to. Although when I called and asked what the procedure was and how it worked the CSR that I spoke to said all I needed to do was to provide SS# and Full name. Which I did. Now they are requiring picture of SS card as well as Passport ID or Drivers License. I provided this information for 3 people on my account the my daughter and sister other people are friends and families partner whom would be using the CC for car rental purposes while on a family vacation this weekend. I have called and even asked to remove anyone that would not provide the information as they did not feel comfortable giving me that information in fear that I would make them responsible in the future for this account. Since I told them that all I needed was the actual number and full name to add them which was the information that capital one CSR provided. I have spoken to a lot of CSR before I was transferred to James (manager) said that Capital One has the right to restrict or cancel my account at any time without reason or warning. That they do not have to give me any reason to do so either. Please enlighten me on this type of situation because I do not think that is how business is conducted.

My complaint concerns: a Credit Card

Desired Settlement: I would like the restriction to be removed from my account and if needed for them to remove whomever I can not provide SS card and ID for as they will not provide it since they are not comfortable doing so.

Business Response: Dear ***** ********** This is a follow-up to our phone conversation on March 29, 2016, regarding the concerns you submitted to the Better Business Bureau (BBB), about temporary restrictions placed on the account. I apologize for any frustration this issue may have caused. As of the date of this letter your account is no longer restricted and is available for use. Rest assured that our fraud policies are in place to protect your account and are not intended to inconvenience you in any way. We confirmed that you spoke with one of our fraud agents on January 28, 2016. The information you provided about the authorized users over the phone was sufficient at that time and the restriction was removed that day. On March 16, 2016, our Fraud Department had additional concerns relating to the authorized users and proceeded to restrict the account. To clear the concerns, our Fraud Department requested you provide us with documentation to confirm the identity for all of the authorized users. On March 23, 2016, we received the documentation for ******* ******** and ***** **********. As we only received documentation for these two authorized users we were unable to remove the restriction from your account that day. On March 29, 2016, we processed your request to remove the authorized users from this account as they did not want to provide the documents we requested and we were able to lift the restriction. Please note that to avoid being responsible for any additional charges for these individuals; please be sure their cards are destroyed and you cancel any automatic or recurring charges billed to the card. On April 1, 2016, we submitted a request to the Consumer Reporting Agencies to remove this account from the credit profiles of the authorized users that were removed from the account. I have provided the reference numbers for these updates for your records. Please allow up to 60 days for the CRAs to update their files. If you have any questions or concerns, please give me a call at ************, Monday through Friday from 8:30 a.m. to 5 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN number available: ******. I am happy to help in any way that I can.

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3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had not received any statement for my capital one credit card ending in 9551 for August and September of 2015. They were sent to wrong email address and regular mail statement were not sent to me either. I was alerted by the credit bureau and i called capital one. They removed the late fees and the representative told me that they would remove the late payments from the credit bureaus as well since the statements were not sent to the correct e mail address.i followed up on that several times and i was told the same thing that the late payment history would be removed. I just checked my credit report and the late payment of 30 days for Sept 2015 has still not been removed. Kindly help me in resolving this issue with capital one since it is badly affecting my credit worthiness. Thanks

My complaint concerns: a Credit Card

Desired Settlement: Removal of 30 days late status for September 2015 from my credit report.

Business Response: Dear ******* ******, I’m reaching out to you about your request to Better Business Bureau (BBB) regarding the information we’ve reported about your account to the Consumer Reporting Agencies (CRAs), like Equifax and Experian. We confirmed your account was enrolled in online banking on September 9, 2013, with the email address of ******************** On June 11, 2015, you requested to have online statements only, selecting to no longer receive statements in the mail. We attempted to send multiple alerts to the email address on file but they were returned. Payments weren’t received for the July 12, 2015, and August 12, 2015, due dates resulting in a 30 day past due payment history for September 2015 reporting to the CRAs. On September 20, 2015, you contacted us by phone and made a payment for $265.67. At that time, the agent credited back the past due fees of $25.00 and $35.00 that had been billed and your email address was updated to ******************** We were unable to confirm you were advised the past due payment history would be removed. The agent you spoke with submitted a request to our Credit Bureau Department to remove the 30 day past due payment history. We responded to you via letter on September 24, 2015, advising we were unable to honor your request. The response letter is enclosed for your review. On December 2, 2015, you called advising you disagreed with the response and another request was submitted for review. When the request was submitted, the agent put the incorrect year for the information you were disputing. We apologize for any inconvenience this may have caused. On December 30, 2015, you called us again requesting the past due payment history removed. The agent submitted your request for additional review. We responded to you via letter on January 1, 2016, again declining your request. The response letter is enclosed for your review. We made the decision to remove the past due payment history from your credit file as requested. A request has been submitted to the CRAs to remove the 30 day past due paymenthistory for September 2015. The confirmation number for this request is ********. Please note, it may take up to 60 days for the agencies to update their records. Upon review of your account, I verified you again signed up for online statements only. The email alerts we have since attempted to send you at ******************* have been returned. Please log into your account on our website at ****************** to update your email address if it is not correct. You can also call the number on the back of your card to update it over the phone. If you have any questions or concerns, please give me a call at ************, Monday through Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: ******. I am happy to help in any way that I can. Sincerely,

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3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Number of phone calls at very early morning time frames between 7 and 9 AM or very late between 6 and 9 PM. Credit card payment is late, however, I have until April 13th to make the account current after that time the company may report to the credit agencies as late. Numerous phone calls isn't the way I wish to be informed that the payment is late. I'm a smart guy I know it's late. Bad economic time has hit me recently a payment will be made on April the 3rd no money before then please stop the phone calls. These "Collection " attempts can be made through letter from in the U.S. Mail.

My complaint concerns: a Credit Card

Desired Settlement: End of phone calls.

Business Response: **** ******* ** ****
I’m reaching out to you about your recent concerns submitted to the Better Business Bureau
(BBB) regarding calls from our company. Thank you for allowing me to address your concerns.
I’m sorry to hear of the difficult times that you are experiencing at this time. Our calls are not
intended to inconvenience or frustrate you in any kind of way. Per your request, we have placed
your account into a do not call status, which means that you will not receive any collection calls
from us.
In accordance with applicable laws and regulations, we're allowed to call our customers
between the hours of 8 a.m. and 9 p.m. in the customer's time zone. Our records show that
between March 19, 2016, and March 22, 2016, we made calls in an attempt to discuss your
account. However, we did not call any earlier than 8 a.m. ET or any later than 9 p.m.ET.
As a courtesy, we have issued a credit for the $25.00 past due fee assessed on March 14,
2016. You will see this credit on your April 2016 billing statement.
If you have any additional questions, please give me a call at ************, Monday through
Friday from 9 a.m. to 6 p.m. ET. When contacting me, please be sure to have the following six
digit phone PIN number available: ******. I’m happy to help any way I can.
Sincerely,

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************
Regards,

******* ***



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3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have contacted capital one several times making a settlement on my accounts ending in **** and **** spoke with several people with not any return contact. i spoke with shekeya jakson never returned call after repeatedly calling her. ********** Johnson told me she would look into account never called back and Amanda told me she cant deal with the case it is already assigned to someone. i have emailed and called all of these people in the executive office and nothing . I just am asking for my credit reports to be fixed and updated.

My complaint concerns: a Credit Card

Desired Settlement: I would like my credit report corrected with correct information after i contacted capital one and in good faith settled my debt! I was told after settling these account they would be reported as a zero balance to my credit report that is not the case they are still reporting a balance. I would like them report paid and zero balance . i have even emailed the CEO ******* ***** 3 time to clear this matter up. i am in good faith contacting this company this false reporting is severally impacting my credit and would like to buy a house. so please correct the credit report . I have paid my debt. i do not want them to contact me just send me a letter saying it was fixed or give me a letter to send to the 3 credit bureaus. thanks so much ***** ****** ********* account numbers are **** and ****

Business Response: Dear ***** ****** **********
I’m responding to your additional concerns submitted to the Better Business Bureau (BBB),
about information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and
Experian.
Upon receiving your first complaint from the BBB and researching your concerns, I located a
letter dated March 6, 2015, stating that you had received information from your attorney. For this
reason, ********** and I were unable to return your calls immediately. I was unable to locate
any records of attorney representation and thereafter, we were able to contact you and your
spouse, ******* *******
I’ve reviewed the conversations with our Recoveries Department on February 1, 2016, and
February11, 2016, and confirmed that we did not discuss with you and/or Jessica Garcia the
reporting of your accounts after the settlements would be satisfied. We are unable to report the
accounts as paid in full as you paid less than the full balance. Please refer to the enclosed
response for more information as to when you can expect the CRAs to reflect the settlement
reporting.
If you have questions or concerns, please give me a call at ************, Monday through
Friday from 8:30 a.m. to 5:30 p.m. ET. When contacting me, please be sure to have the
following six digit phone PIN available: ******. I’m glad to help any way I can.
Sincerely,

3/8/2016 Problems with Product/Service
3/8/2016 Billing/Collection Issues
3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My card went on a restriction term due to not being able to pay a while back. I then paid 630 dollars thinking that I would be able to use that. They then told me there was nothing they could do to lift the restriction. I believe there is more they could have done and just didn't do it.

My complaint concerns: a Credit Card

Desired Settlement: I want the money I paid released for me to use on the credit card.

Business Response: I’m reaching out to you about your concerns sent to the Better Business Bureau (BBB)
regarding removing the restriction placed on your account. We take your concerns seriously,
and we’re glad to share more information about this.
We’ve reviewed your account and the restriction on the account will not be removed. I have
placed credits on the account totaling $19.00 for the Annual Membership Fee (AMF) billed on
January 26, 2016, and a $26.57 miscellaneous credit (totaling $45.57) to bring your account to
$0.00. These credits will appear on your February 2016 statement.
Our records show that on November 25, 2015, we restricted your account for delinquent
payments. We received a $100.00 mobile payment on June 17, 2015, and no payment was
received until a debit card phone payment for $25.00 on January 5, 2016. In addition, we
received a $630.00 mobile payment from you on February 13, 2016.
We’ve also reviewed the call to our Collections Department on December 30, 2015, in which a
Promise to Pay was set up for $25.00 by January 6, 2016. However, I confirmed that that the
agent did not state that a payment of $630.00 would remove the restriction.
If you have any questions or concerns, please give me a call at ************, Monday through
Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the
following six digit phone PIN available: ******. I am happy to help in any way that I can.
Sincerely,

3/8/2016 Billing/Collection Issues
3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal customer since 2012 and since then my credit worthiness has improved. My apr interest approx 15% and prime interest approx 4% leaves me with combine interest rate close to 20%. I believe when I am applying for cards with 0% interest promo or apr lowest interest cards, they are using a scale base on race and income and over working my credit worthiness. This practice has been evident with banks and car dealerships.

My complaint concerns: a Credit Card

Desired Settlement: I need to be provided a copy of credit profile and look at how my interest slowly has been increasing since this wrong practice.

Business Response:

Dear ******* *******
I’m reaching out to you about your concerns to the Better Business Bureaus (BBB) regarding
the Annual Percentage Rate (APR) applied on your account. I’d like to share more information
with you about this.
We reviewed your account and unfortunately, it’s not eligible for a lower purchase APR at this
time. We’re unable to offer you a lower interest rate now, but we review accounts from time-totime
to see if they’re eligible for a lower APR. If your account does become eligible, we’ll be
happy to let you know.
Our records show your account was opened on December 2, 2012, with a 0% introductory rate
for purchases. After the introductory rate expired on March 1, 2014, the regular purchase rate of
15.65% + Quarterly Prime Rate would apply to the account. The March 2014 statement reflects
a purchase APR of 18.90% variable. The prime rate at that time was 3.25%. The APR terms
were disclosed to you at the time of application and as part of the Customer Agreement that we
sent to you.
On June 15, 2015, you accepted an offer to reduce the purchase rate to 14.90% variable (11.65
+ Quarterly Prime Rate) for seven months. After the offer expired on January 15, 2015, the rate
would revert back to the previous purchase APR of 15.65% + Quarterly Prime Rate.
Please note, your APR is variable and it may increase or decrease if the Prime Rate changes.
Your APR recently increased due to the Federal Reserve’s Fed Fund Rate increase by 0.25%
that took effect in January 2016. The Prime Rate is published in The Wall Street Journal. This
information is provided to you on your monthly billing statements.
We are unable to provide you with a copy of your credit profile or information that explains how
we determine what APR to assign your account as this is proprietary information.

You may contact the agencies directly for further assistance with your request for a credit report.
******** **** *** **** ****** ** ***** ************ **************** ******* **** *** ****** ******** ** ***** ************ *************** ********** ***********
**** *** **** ******** ** ***** ************ ******************
******* **** *** ****
********* ** ***** ************ ***************
If you have additional questions or concerns, please give me a call at ************, Monday
through Friday from 10:30 a.m. to 7 p.m. PT. When contacting me, please be sure to have the
following six digit phone PIN available: ******. I am happy to help in any way that I can.
Sincerely,

Consumer Response:

Better Business Bureau:

I have reviewed the response from Capital One in reference to complaint ID ********, and find that this resolution has only provided a report of my variable and prime rate fluctuation from 0% to 19.15% with periods of a lowered interest. A representative informed me of the option to apply for a Capital One card to see if I qualify for a low interest apr which I didn't think to do. I value good customer service, listening ears and problem solvers. The last two csr representatives of Capial One I spoke were helpful and knowledgeable. I will keep the proprietary information in mind when I choose to seek other services from Capital One.

******* ******


3/6/2016 Problems with Product/Service | Complaint Details Unavailable
3/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear: Capital One I had a acct* **************** ******** ** ***** ******* **** ******** Financed car loan with Capital One Auto Financial from March 2009 - August 2011. On August 2011 I traded in my car to the dealer. I received a payoff quote from Capital One. I saw that my September 2011 monthly car payment was going to be due and payoffs could take up to two weeks before posting. I went ahead and paid Septembers car payment. Four days later received a my car payment back into my checking account. Check my Capital One loan account online, ACH Transfer payment made by dealership, car loan payoff. Excellent. About 10-15 days later paid in full letter from Capital One Auto arrived.Two month I get a credit monitoring alert, late payment post on your credit file. WHAT!! Capital One report 90 delinquency. Call them immediately, Rep tells me account paid in full 90 delinquency Charge off. WHAT!! I have paid in full letter with me and loan balance is zero on my account.I ask whats going on?, no answer or response. I never received email or phone call telling me that my loan was in default or much less a charge off. I even tried to make a extra payment on my loan.It has been 5 five years since then, no one has bother to investigate or even look at what I'm saying is true. I have been punishment on my credit file for something that was not my error or fault. Every time a call its the same story, paid in full 90 days late charge off.Please someone just look a the facts, was a payoff made on the loan amount in full in September before any late or Charge off, was a paid in full letter mail out in September, did my account show a attempt of a car payment was made, but got refunded.I tried calling the today, to get some information or proof of what I'm saying. Only thing rep could provide was paid in full letter and original sign contract. Nothing to help me show what I'm telling is correct.

My complaint concerns: an Auto Loan

Desired Settlement: Please remove incorrect info on my credit file or provide information that shows me what I'm saying is incorrect.

Business Response: Dear Mr. *******,
We have reviewed the situation you explained to the Better Business Bureau and want
to address your concerns.
In reviewing this matter, we confirmed that we previously received similar
correspondence from you regarding this matter via the Better Business Bureau
(Complaint ID # *******). We have ******** copies of our previous responses for your
review. Please note that our position has not changed since our previous response.
However, we have completed another review of your account, and again, we have
confirmed that we are accurately reporting your account to the consumer reporting
agencies. While we understand that you would like Capital One to modify the information
we reported about your account, we have confirmed that we are reporting accurately.
Therefore, we respectfully decline your request to change the reporting of your payment
history.
If you have additional questions, I can be reached at ***** *********
Sincerely,

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************
Regards,

******* *******



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2/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i deposited several checks that are not in my name into my account and they cashed those checks and kept the money. i have been trying to work with them for the past week, and they are giving me the run around.

Desired Settlement: just retun my money. thats it

Business Response: Dear Mr. ****,
We reviewed the concerns you expressed to the Better Business Bureau (BBB) regarding
checks deposited into your 360 Checking and wanted to follow up with you.
After reviewing your account activity, we found that many of your check deposits were returned
due to insufficient funds and the fact that the checks weren’t made payable to your name. As a
result, the decision was made to end our business relationship with you, and you’ll be unable to
open new accounts going forward.
We confimred that your 360 Checking was closed on February 10, 2016. The remaining balance
of $234.54 was sent to your mailing address on file. You can expect the check to arrive 5-7
business days from the account closure date.
If you have any additional questions, please reach out to our Customer Security Team at ****** ********. Associates are available Monday – Friday, 8 AM ET – 11 PM ET, and Saturday, 8
AM ET to 6 PM ET.
Sincerely,

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************
Regards,

******* ****



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Additional Notes

Complaint: While I pay off a credit card, Capital One then contacts all 3 credit bureaus stating that I'm behind in payments even though the balance is zero.

My complaint concerns: a Credit Card

Desired Settlement: update all credit bureaus with the updated information

Business Response:

Dear ******* ** *****
We are responding to your correspondence received by the Better Business Bureau regarding
the reporting of your account to the Consumer Reporting Agencies (CRAs).
Our records show your account was reported 30 days past due for the month of July 2015. We
confirmed payments were not received for June 2015 and July 2015. On June 22, 2015, a past
due fee of $25.00 was billed to the account. On July 21, 2015, a $35.00 past due fee was also
billed to the account. On August 10, 2015, your online payment of $122.00 was received,
bringing your account current. This payment posted on your August 2015 billing statement.
Your account was also reported 30 days past due for December 2015. We confirmed payments
were not received for November 2015 and December 2015. On November 21, 2015, a past due
fee of $25.00 was billed to the account. On December 21, 2015, a $35.00 past dye fee was also
billed to the account. On December 29, 2015, your online payment of $716.61 was received,
bringing your account current.
The account was reported 30 days past due for the month of July 2015 and December 2015 to
the CRAs. We confirmed this information is correct and we are unable to delete the reporting.
Additionally, I confirmed the account balance, as of the date of this letter, is $0.00.
If you have any questions or concerns, please give me a call at ************, Monday through
Friday from 7 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following
six digit phone PIN available: ******. I am happy to help in any way that I can.
Sincerely,

****** ****

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1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased tickets for a football game through a third party. The game was cancelled due to weather issues. I contacted the third party and inquired about receiving a refund. They agreed and said it would take a few days. After a week or so of not seeing the refund in my capital one account we contacted the third party and they said that on September 10, 2015 the refund was sent to capital one. They said we should contact our bank because apparently they were holding the refund. We did that and capital one said they had never received the refund and that we should contact the third party again. The third party insisted we resolve the issue with capital one. Capital one said we should file a dispute transaction claim. Capital one gave us a provisional credit for $127. On December 14, 2015 capital one withdrew $127 from our account. We called and they said the third party had sent them documentation stating they do not give refunds due to inclement weather. I then called the third party and they said that's an absolute lie! I have multiple emails from the third party stating that yes we would be receiving a refund. According to capital one there is nothing else for them to do. We've sent them more paperwork showing the refund the third party sent to them. Now we are just waiting. We have bills and that money is intended for those bills. We are very dissatisfied!

Desired Settlement: I'd like capital one to put the $127 back into our account. As I stated that money is for bills and its money we worked hard for.

Business Response:

Dear Ms. ******:
We reviewed the concerns you expressed to the Better Business Bureau (BBB) regarding a
recent debit card transaction dispute and wanted to follow up with you.
We confirmed that your account ending in **** was debited for the amount of $127.70 on May
15 by *** Stadium Tix. A claim was filed on October 7 to dispute the transaction; however,
during the investigation we received written confirmation from the merchant stating that all sales
are final and non-refundable. As a result, the temporary credit that was placed in your account
on October 8 was reversed on December 14.
We also confirmed that the documents you submitted from the merchant do not match the
transaction that was disputed. The documentation you sent shows a transaction for $132.79 on
December 21, 2014 from ********** and the last four digits of the card used does not match a
Capital One debit card. The transaction you disputed with us was for the amount of $127.70 on
May 14, 2015 from *** Stadium Tix.
Based on the above, we respectfully decline your request for reimbursement. We recommend
that you contact the merchant to obtain additional refund options.
If you have any additional questions on this, please reach out to us at ************** *******
Associates are available Sunday-Saturday 7 a.m.-11p.m. EST, 6 a.m.-10 p.m. CST.
Sincerely,

***** ******

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I feel that I am being taken advantage of by Capital One Auto. There are numerous miscellaneous fees on my account that do not add up. I don't understand how I am over 30 days late on my account when I have been making payments every month. Every attempt I have made via email, phone and mail to get answers has been unsuccessful.

My complaint concerns: an Auto Loan

Desired Settlement: I would like a FULL explanation of the charges, broken down and the late/unnecessary charges removed.

Business Response: Dear Ms. *******,
We have reviewed the situation you explained to the Better Business Bureau and want
to address your concerns.
After a thorough review of our records, we have confirmed that the fees we assessed on
your account are accurate. Your payment transaction history indicates that you
accumulated $198.33 in late fees. After we waived $23.31 as a courtesy, you have a late
fee balance of $175.02. In addition, your account also has a $390.00 repossession fee,
which was assessed on April 10, 2014, as a result of your March 16, 2014,
repossession. While these fees will need to be paid before we release your title, they will
not accrue interest or cause your account to be reported delinquent.
In regards to your account status, we have confirmed that all payments were
appropriately applied to the account based upon the original terms of the contract and
the dates we received the payment. A review of our records indicates your account first
became delinquent because you did not make your November 2014 payment until
December 5, 2014. As a result of this, and other delinquent payments, your account is
83 days past due for your October 14, 2015, payment.
For your convenience, we have enclosed the payment transaction history for this
account. The transaction history identifies the dates and amounts of all payments we
have received, as well as all fees assessed on the account. It also shows the allocation
of each payment to principal, interest and fees.
As a result of our investigation Capital One respectfully declines your request to remove
valid late fees from your account.
While Capital One has found no errors in our handling of your account, we may be able
to offer assistance with bringing your account current. In order to so please contact our
Customer Care Department at ***** ********* to discuss possible payment options.
If you have additional questions, I can be reached at ***** *********
Sincerely,
***** *****

1/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I put both of my Capital One credit cards into my debt consolidation (in which they accepted this) and they are still reporting my cards as open on my credit reports and reporting me late every month. None of my other cards are doing this. They reported my cards as closed and have me reported on time. I fell into hard times, and needed to do this debt consolidation. I have NEVER paid any of my cards late and now, this is putting a negative on my credit report when I am already getting a hit on my cbr from doing my debt consolidation. I contacted capital one, and did a live chat with a David M****** (I think his name was) and he stated my cards were never requested to be closed, so I advised him to close them, he refused stating I needed to contact my debt consolidation place before they could close them? I also advised him that they are reporting me late every month on my credit report when they are receiving the payments as agreed upon, and again, he stated I needed to contact my debt consolidation place. I advised him that they would have nothing to do with reporting to the credit bureau for Capital One. Capital one is refusing to close both of my credit cards and refusing to update my credit report that I am NOT late since they are receiving my payments monthly. I made a dispute thru transunion, and it was resolved with capital one not making any changes.

My complaint concerns: a Credit Card

Desired Settlement: I would like both of my credit cards closed and and ALL of my credit reports updated that they are closed and I have not been late on my payments. They so far, have 3 months showing late on my reports.

Business Response:

Dear ****** ** *******
I’m following up with you about your concerns submitted to the Better Business Bureau (BBB)
regarding the information we’ve reported about your account to the Consumer Reporting
Agencies (CRAs), like ******* and ********. We apologize for any frustration you may have
experienced, please allow me to share my findings with you.
On December 29, 2015, we submitted a request to the CRAs to reflect your accounts as closed
by consumer with a balance. The control numbers for the submissions are AUD ******** for
account number ending in 9595 and AUD ******** for account number ending in ****. Please
allow the CRAs up to 60 days to update their records.
As I have confirmed that we are correctly reporting both accounts as past due for September
2015, October 2015, and November 2015, at this time, we are unable to make any corrections
to the past due portion of your credit report. We do not report the fact that you are on the
Workout Program to the CRAs. I have enclosed a copy of our acceptance letter for the program
for your review. Even though we can’t change what we reported, we did request that the CRAs
place a dispute code on your credit file, to show that you're disputing the way your credit is
being reported. The control numbers for the submissions are AUD ******** for account ending
in 9595 and AUD ******** for account ending in ****. As with the previous submissions,
please allow the CRAs up to 60 days to update their records.
Our records show that we did not receive a payment for August 2015 for both accounts. For
account number ending in 9595, $25.00 was due on August 8, 2015. For account number
ending in ****, $28.00 was due on August 15, 2015. Unfortunately, both accounts were past
due when you began the program. The first program approved payments we received were on
September 8, 2015, in the amounts of $22.00 for each account. As advised in our acceptance
letter, after three consecutive months of on-time program payments your account would no
longer be past due. As of the date of this letter your account is no longer being reported as past
due.
We are sorry that your customer experience with our chat agent on December 9, 2015, did not
meet our expectations. We take these matters seriously because it helps to identify
opportunities we have to improve our processes In case you have questions relating to how our Workout Program will affect your credit rating,
you may want to reach out to the CRAs directly. I have provided the contact information for
them below:
******** **** *** **** ****** ** ***** ************ **************** ******* **** *** ****** ******** ** ***** ************ *************** ********** *********** **** *** **** ******** ** ***** ************ ****************** ******* **** *** **** ********* ** ***** ************ ***************
If you have any questions or concerns, please give me a call at ************, Monday through
Friday from 7 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following
six digit phone PIN available: ******. I’m glad to help any way I can.
Sincerely,

****** ******

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Additional Notes

Complaint: Notified card issuer multiple times most recently on December 5, 2015 by facsimile and December 13, 2015 by phone regarding a disputed charge from ***** ***** ***** ******* ** ***** *** ***** *********** and I requested a credit to my account in the amount of the disputed charge $2,700.00 due to merchandise from transaction with ***** ***** ***** ******* ** ***** USA being returned and a refund to my prior CAPITAL ONE account ending in 1157 being due and owed from ***** ***** ***** ******* ** ***** *** . Both my card issuer, CAPITAL ONE and ***** ***** ***** ******* ** ***** *** are aware that ***** ***** ***** ******* ** ***** *** completed the original $2,700 transaction as a split tender from my own personal account with CAPITAL ONE and an account that belongs to another third party for which I have no control or ownership. CAPITAL ONE was provided a sworn affidavit in which I attested that I received no refund, benefit or products from ***** ***** #R106 TUKWILA WA 98118 USA in regards to the transaction in error and that a credit is due to me from ***** ***** ***** ******* ** ***** *** in the amount of $2,700.00.

My complaint concerns: a Credit Card

Desired Settlement: I would like for CAPITAL ONE, to credit the amount of the $2,700.00 disputed charge in addition to interest late fees and penalties occurring as a result of its failure to properly dispute and resolve ***** ***** ***** ******* ** ***** USA billing error on my behalf.

Business Response:

Dear ****** **********
I’m reaching out to you about your concerns filed with the Better Business Bureau (BBB)
regarding a recently disputed transaction. I have fully researched your concerns, please allow
me to explain further.
On July 10, 2015, ***** ***** charged your account $2,700.00. We received a dispute for
this transaction through our website on July 14, 2015. Our Disputes Department reviewed the
information you provided in your dispute stating that you had returned this merchandise to the
store. A temporary credit was issued to your account for the full amount of the transaction while
we processed your request. On July 18,2015, a request was sent to the merchant requesting a
refund for the full amount of the charge.
We received a response to our request from ***** ***** on September 12, 2015, advising
that they had processed the full refund of the merchandise to a different card ending in 5267. I
have ******** a copy of their response for your review. We removed the temporary credit from
your account and sent a request to your address above for additional information about your
dispute due by October 14, 2015.
On November 10, 2015, we received your response advising that the full refund had not been
properly credited back to your Capital One credit card. A letter was sent on November 16, 2015,
explaining that because the refund had been processed on another credit card, Capital One
would not be able to assist you further with this dispute. (copy ********) Additionally, on
November 26, 2015, you spoke with our Disputes Department who advised you of the outcome
of this dispute. Unfortunately, we are unable to further assist you with your request.If you have additional questions, please give me a call at 800-955-1455, Monday through Friday
from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit
phone PIN available: ******. I’m happy to help in any way I can.
Sincerely,

****** ******

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please review and have Capital One to review the ******** documents which I have submitted in response to its response from December 
31, 2015.



Regards,

****** *********




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Additional Notes

Complaint: Capital One has refused to protect my credit card against fraud. An online company, ****, continued to charge my credit card without my authorization, more than $2000, even after I explicitly sent them a written email to demand that they cease. I then called them three times to cancel my account, to no avail, and I tried to cancel my account online, but they blocked my access. This continued from August through October 2015. When I complained to Capital One, I asked them to block charges from this online company, but they refused. As an alternative, they offered by refund each charge. But the charges continued. So I cancelled my credit card number, as the final way to stop the continuing charges. Then the online company refuted my claim to Capital One with totally false statements (others have called them a fraudulent company in online forums). I rebutted all their claims with 19 pages of written documentation, including the email of August 3 to the online company in which I said I would cancel my online account if they continued to charge it without my authorization (and I included their reply). But now Capital One has refused to refund my charges and tells me to "contact the merchant and work directly with them." Capital One will not protect its customers from fraud.

Desired Settlement: Capital One should credit my account for the fraudulent charges, and refuse to pay the merchant.

Business Response: This is a duplicate to a CFPB complaint we received earlier today, we will be responding through the CFPB regulatory channel.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Capital One has not yet provided a solution in their message. So I am waiting.

Regards,

********* ****




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Additional Notes

Complaint: 4 fraudulent charges were charged to my account from brazil. I was contacted by capital one and I told them that these were not my charges,considering I live in north Carolina it should have been obvious. after many hours pn the phone with capital one I was told that the funds would be made available. after checking my account,i noticed the funds were indeed NOT available. I called back to ask why I was lied to they just said sorry. after I was told an investigation had to be completed I asked how far it had been investigated. after she finished double talking me, I was told that they have not started an investigation. I eventually paid the charges and the turned around and took them back out of my account.thus making me pay twice and I still do not have access to these funds. I have been double talked and passed from person to person so much that I had no recourse but to file a complaint.

My complaint concerns: a Credit Card

Desired Settlement: I want full credit for the payment of the fraudulent charges and credit for where I paid for them. in total I have paid over $211 for these charges made in brazil

Business Response: Dear ******** ** *****, This letter is in follow-up to your concerns directed to the Better Business Bureau (BBB) regarding the fraud charges applied to your account and your request for a refund. I have information to share. I’m sorry for the frustration that you may have experienced regarding this matter. I have credited your account $100.00. The credit of $100.00 will be reflected on your December 2015 statement. On November 18, 2015, four charges from Brazil trigged a fraud alert an on that day an agent spoke with you and you confirmed the charges were unauthorized. The agent submitted a request to have the charges credited of $105.20 to your account and sent you a new card. On November 20, 2015, the credits of $105.20 were applied to your account and the investigation was started. The fraud claim has been since resolved in your favor and the credits are permanent. On November 25, 2015, you called and spoke with an agent regarding the available balance on your account. Our agent advised you that you had a payment hold for $750.55 and for that reason the funds were not available. The payment was made during the fraud investigation and due to the unusual payment amount a payment hold was placed on the funds. Capital One will place a hold on a payment to allow enough time to pass for your bank to process your payment. You may have seen that your bank authorized the payment, but since it’s electronic it will took a few days for the payment to be cleared. A supervisor spoke with you and confirmed that the payment hold would be removed. On November 27, 2015, the payment hold was released. They funds was available to use that day. Our records confirmed you are not owed a credit as claim in the amount of $211.00. The only payment we’ve received is the one listed above. Your November 15, 2015, statement closed with a balance of $496.24. We show you’ve made new transaction since the November 2015 statement. Once you receive the December 2015 statement if you see any discrepancies please contact me at the number listed below. If you have any questions or concerns, please give me a call at ************, Monday through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following six digit PIN available: ******. I’m glad to help any way I can. Sincerely,
***** ****

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************

Regards,
******** *****



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Additional Notes

Complaint: 10/21/15 I checked into a room at the ******* *** *** ****** and was charged $155.26. The room was unsanity and I got a headached from fumes after 10 seconds of exposure. I went immediately to the front desk and asked for a non-smoking room. I was advised there was not one. I asked for a refund. I was advised I had to wait until the following day for a manager to call. I left the property after booking another hotel in the ******* *** lobby - about 15 minutes later. I never returned to the property. I was never contacted by ******* ***. On 10/23/15 I called ******* *** and asked to speak to the manager. I was told by ****** I would get a call back by the manager, ********. I never received a call back. On 10/24/15 I called ******* *** and asked to speak to the manager. I was advised there was no manager and that I would get a call back. I never received a call back. On or about 10/24/15 I contacted Capital One to dispute this charge. I spoke with Tiffany. Tiffany did not transcribe the case accurately. I had to speak with her supervisor, Maya. ******* *** responded to the dispute and claimed that I checked out of the room the next day on 10/22/15 around 12:15 pm. The property runs surveillance cameras. I wasn't on the property on 10/22/15 - their statement is fraudulent. Capital One rebilled me. I called to get more information and was put on hold for over an hour before I disconnected. I was advised I would receive mail from Capital One and the deadline for me to respond was in December. So far I have not received any documentation from Capital One. I have contacted Capital One no less than 10 times and generally get a Filipino who cannot speak English and cannot assist. I spoke with employee Chuck 12/2/15 who put me on hold for about 15 minutes. I then asked to speak with Chuck's supervisor, **** employee ID: TWW218. I asked **** for assistance and to email me the documents and he advised me he cannot assist. **** disconnected my call.

My complaint concerns: a Credit Card

Desired Settlement: Email or overnight mail the vendor's response so I can reply to it. Credit me back $155.26 and stop wasting my time. You can see that I rented another room on the credit card hours later.

Business Response:

Dear ******** ** ****** I’m reaching out to you about your concerns filed with the Better Business Bureau (BBB) regarding a recently disputed transaction and your concern regarding the service you received while trying to resolve this situation. I’m sorry for the frustration this situation may have caused you. I have confirmed that on December 2, 2015, a permanent credit was issued to your account for $155.26. The calls that you mentioned in your correspondence were reviewed. Please know that feedback has been provided to the appropriate area. The permanent credit will appear on your December 2015 billing statement. However, I have broken down the credits and debits that appear on your account as a result of this dispute in the table below:
Date Transaction Credit Debit 10/23/2015 ******* *** * ****** $155.26
10/26/2015 Purchase Adjustment $155.26
11/21/2015 Transaction Rebill $155.26
12/02/2015
Miscellaneous Adjustment $155.26
If you have additional questions, please give me a call at ************, Monday through Friday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: ******. I’m happy to help in any way I can. Sincerely,

**** *****

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************

Regards,
*** *****



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Additional Notes

Complaint: Capital one offered a minors a Credit Card with a limit of $500. Per their policies, you must be 18 years of age! The consumer (Myself) found out that a capital one card was in my name and tried to settle the account with Capital One! It's been eight years and I am still unable to come to a resolution with this company! They are also still reporting to the credit bureau which is preventing me from opening new accounts!

My complaint concerns: a Credit Card

Desired Settlement: I would like Capital One to be removed from my credit report!

Business Response: BBB No: ********
Capital One Case: **************
Our customer states that an account was opened in her name prior to her turning 18
years old. We have shared with our customer that in order to investigate her request, we
need a copy of her Driver’s License for verification. After requesting this information from
our customer several times by phone, we have not received it as of December 3, 2015.

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Additional Notes

Complaint: I have spoken to several customer services reps about my several attempts to do credit card combination. Initially I was not qualified because I did not meet the criteria listed. I fought really hard to meet the criteria and still to no avail, am not eligible. The Reason state: Account Combination No Cards Eligible Sorry! None of your cards are currently eligible for an account combination. There are several reasons why a card may not be eligible, here are the main ones: •Card accounts must be in good standing •Card accounts must be open for at least 6 months •One card account must have a $0 balance and no pending transactions •Card accounts must be linked in your online banking profile According to the reasons listed above I more than qualify; however, it also sate "several reasons why a card may not be eligible, here are the main one". After speaking to the reps from capital one, there still is no resolution, my accounts still do not qualify even though I meet all the requirements listed above, and till this day I cannot nor can Capital One's representatives (over the phone or on chat) tell me, let alone find the remaining reason/requirements. I feel all the requirements should be listed as this is false leading.

My complaint concerns: a Credit Card

Desired Settlement: I would like for my cards to be combined according to the listed reasons/requirements that came up on the website after applying several times, and Capital One correct the website so all the requirements are listed, not just the "main ones."

Business Response:

Dear ***** ** ********
I’m reaching out to you about a concern filed with Better Business Bureau (BBB) regarding your
request to combine your accounts.
I attempted to reach you at the phone numbers in your BBB correspondence. I was not able to
reach you.
We apologize for any frustration this matter may have caused. Please be assured that we
adhere to all applicable laws and regulations concerning the management of our accounts.
Account combination is an online servicing tool that allows eligible US Card customers to
request to combine cards. Not all accounts are currently eligible to combine, even if they appear
to meet the eligibility criteria. As disclosed online, there are several reasons why a card may or
may not be eligible. We do provide online the main four reasons an account may not be eligible,
but this is not a complete list of eligibility reasons. Although we are unable to provide the
specific reason, you can request an account combination online as often as you would like with
no impact to your credit or accounts. Account combination is new functionality, and we are
assessing opportunities to increase eligibility in the future.
If you have any additional questions, please give me a call at ************, Monday through
Thursday from 8 a.m. to 6:20 p.m. ET. When contacting me, please be sure to have the
following six digit phone PIN available: ******. I am happy to help in any way that I can.
Sincerely,

****** ******

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The offer states the same thing my initial complaint is about. My accounts have not been combined and there is no reason as to why they were denied. This reply on the behalf of Capital One is repetative. The message stated the same things exact reasoning Capital Ones customer service dept. told me which does not fix the problem nor tells me the reason why the problem exist. 

Regards,
***** *******




12/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: refusing to to refund deposit per websites information. Website says: Required Security Deposit $49, $99 or $200 refundable deposit based on your creditworthiness. I was told by two different representatives of CapitalOne a secured deposit will be refunded once account is closed per chat.

My complaint concerns: a Credit Card

Desired Settlement: Honor the information on their website or correct it.

Business Response:

Dear ****** ******
I am reaching out to you about your recent concerns filed with the Better Business Bureau
(BBB) regarding your request for a refund of your security deposit.
Your account was opened on November 12, 2014, after we received your request for credit. Per
the terms and conditions of your account, we required a security deposit upon opening the
account. We received your deposits in the amount of $180.00 on November 4, 2014, $80.00 on
January 7, 2015, and $20.00 on September 12, 2015. We understand you would like your
deposits in the amount of $280.00 refunded. However, since this is a secured card, we can only
refund your security deposit after your account has been closed. If your account has a balance,
the funds from your security deposit will be applied to the balance owed on the account and any
remaining balance will be sent to you after two billing cycles. Please keep in mind that your
secured ********** can help strengthen your credit. When you make on-time payments, your
positive credit history stays on your credit report for up to 10 years.
If you have questions or concerns, please give me a call at ************* Monday through
Friday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six
digit phone PIN available: ******. I’m glad to help any way I can.
Sincerely

********

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Capital One still is not  agreeing to thier advertisement. As I told the representatives I am not talking about my current credit card but the credit card and terms advertised. Please see below:

Required Security Deposit

$49, $99 or $200 refundable deposit based on your creditworthiness

 

As you can see below it states the security deposit will be refunded not when you close your account but when you are credit worthiness,

 


Regards,

****** *****




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11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Capital One fasley advertises they have a credit steps program for members who sign up for their secured card. However even after emailing CEO Richard Fairbank and speaking with the executive assistant's team I have not been provided with any information on how one is able to enroll in this program. Today I spoke with Kim at extension ******* who basically said the system automatically enrolls clients, but wouldn't or couldn't give details on how the decision is made. I took multiple hard credit inquries which lowered my credit score in order to apply for my secured card and my Quicksilver card. I make multiple on time payments each month so this is disappointing. Compeitiors such as Citi offer secured card with a clear path on how to be enrolled in their credit repair programs.

My complaint concerns: a Credit Card

Desired Settlement: I want to be manually enrolled in the credit steps program and I would like my credit limit on my Quicksilver card increased to $1000 as I have already shown that my payment history is consisent. The low credit limit from my 2 cards dropped my credit score over 100 points. Raising the credit limit will help my score recover and show good faith from Capital One that they wish to keep me as a customer moving forward.

Business Response: Dear ******* ** *******, 

The Better Business Bureau shared your concerns about your request for a credit limit increase 
and our Credit Steps program on your accounts. I'd like to share more information with you. 

Account ending in **** 
This account was opened as a secured card on August 15, 2015. You requested a credit limit 
increase on September 28, 2015, and October 15, 2015, for this account. Under the terms of 
your account, secured credit cards are not eligible for our manual review process at this time. 
However, you may increase your credit line by increasing the amount of your security deposit, 
up to your maximum approved line of $3,000.00. Your credit line will increase by the amount of 
additional security deposit you submit. The deposit can be submitted online by visiting the 
Services page of your online account. Please note this option will no longer be available after 
January 19, 2016. 

Your Secured Card account may be eligible for a credit limit increase, which comes from an 
automatic review of your account, after your account has been open for six months. This review 
evaluates your payment history and standing of the account, as well as your overall credit 
history. Account reviews occur periodically on an ongoing basis. This review is not available 
upon request. 

We received your payment of $50.16 on August 27, 2015. This payment was applied to your 
September 2015 billing statement. We received six payments, totaling $481.79, that were 
applied to your October 2015 billing statement. These payments satisfied the minimum payment 
requirement of $25.00 due by October 3, 2015. We received two payments, totaling $338.50, 
which have applied to your November 2015 billing statement. These payments have satisfied 
the minimum payment requirement of $25.00 due by November 3, 2015. 

The Capital One Secured Card is designed to help you take control of your credit. Keep in mind, 
while using your card wisely can help you build your credit, not making your minimum payment 
on time each month can harm your credit. The account and Capital One's Credit Steps program 
are not a credit repair program. 


Account ending in **** 
This account was opened as a Quicksilver One card on September 20, 2015. Your credit limit at 
the time of opening was $500.00 . Your account was enrolled in the Capital One Credit Steps 
program when your account was opened. Under the terms of this program your account may be 
eligible for a one time , systemic credit limit increase if you fulfill the following terms: 

• Activate and use the card within the first 5 months of opening 
• Make the first five monthly payments on time 

If these terms are met, you will receive a credit limit increase of $250.00, for a new credit limit of 
$750 .00, by the seventh billing statement. 

You requested a cred it limit increase on September 28 , 2015, and October 15, 2015. Both of 
your requests were declined because your account was too new. You also spoke with Kim in 
Executive Resolutions on October 15, 2015. She submitted a request to have your account 
manually reviewed for a credit limit increase on this day. Your request was declined based upon 
information contained in your credit profile. 

You may request a credit limit increase on our web site or our phone system. All credit limit 
increase requests are subject to credit review and approval. For this reason, I am unable to 
increase your credit limit to $1 ,000.00 without reviewing your credit profile and credit approval. 

We received three payments totaling $431.43 which were applied to your October 2015 billing 
statement. These payments satisfied the minimum payment requirement of $25.00. We have 
also received two payments totaling $636.32 which have applied to your November 2015 billing 
statement. These payments satisfied the minimum payment requirement of $25.00 due by 
November 15, 2015. 

I have confirmed that we placed a hard inquiry on your credit profile for both of your accounts 
when you applied for credit with us. You were advised of this at the time of application. Hard 
inquiries are standard inquiries which allow us to evaluate your credits status when you apply 
for credit. We initiate standard inquiries on applicants for credit to get more detailed information 
on them . These inquiries may affect your credit score. 

Capital One reports accounts to the Credit Reporting Agencies (CRAs) on a monthly basis. I 
have confirmed that we are reporting your accounts correctly as open with no past dues. If you 
have any questions about how this may affect your credit file, please contact the agencies 
directly. 

Experian Equifax TransUnion lnnovis 
P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 
All en, TX 75013 Atlanta , GA 30374 P.O. Box 2000 Columbus, OH 
888-397-37 42 800·685-1111 Chester, PA 19022 43216 
www.experian.com www.equifax.com 800-888-4213 800-540-2505 
www.transunion.com www.innovis.com 

In case it's helpful, I've enclosed copies of your available billing statements, cardmember 
agreements, and our credit limit increase responses for your review. 
If you have any questions, please call me at 800-955-1455, Monday through Friday from 8 a.m. 
to 4:30 p.m. PT. When contacting me , please be sure to have the following six digit phone PIN 
available: ******. I'll be happy to help. 

Sincerely, 


***** *****, on behalf of Capital One 

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11/23/2015 Problems with Product/Service
11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in March 2009 , I called and advised Capital One that I would be deployed for several months at a time and that I would be limited to internet access. I gave provided them with the my address to send the statements. The first month 04/2009, I never received the statement to address that I provided for them and I reached out to customer support and they mailed out a statement immediately and had my payment posted immediately. She apologized for my inconvenience and stated that my account was up to date and nothing negative was showing. From April 2009, September 2009-November 2009. I did not receive the statement and advise the representative of this second, third, etc error and it was taken care of immediately. Once again, I was told that I was not responsible for any late fees since it was Capital One's fault that they did not mail my statement to the address provided since I was overseas. After coming back to the states in 2014, I thoroughly reviewed my credit report and saw that my Platinum MasterCard (which is now closed, acct #************xxxx) was sent to collections due to them never sending my statements to me. I filed a complaint with CFPB and Capital One came back saying they are not responsible. They took responsibility each time I had an issue with not receiving my statement. This account was sent to collections and the judge dismissed the case and ordered Capital One to remove the charge off status and reopen the account to good standing at a zero balance and for Midland to delete all collection account from all three credit bureaus. I have court documents showing that this account was dismissed in court and Midland has already removed their account from all three credit bureaus.

Desired Settlement: I am a soldier protecting this country and Capital One cannot even hold themselves responsible for an account that was charged off, which should have never been charged off due to no fault of mine. I want Capital One to reopen my open for the opening date of 10/01/2008 with a zero balance and to remove charge off status all past due status from my account. I am a long time cardholder of Capital One and I would have to end my relationship because of their error. I still have the card #************xxxx in my possession so Capital One can just reopen the card (ending in 1650) for use. Also, I would like to have the card increased to match my highest credit limit of $10,000.

Business Response: Dear ****** *****, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about 
information we have reported to the Consumer Reporting Agencies (CRAs). We appreciate your 
feedback and I would like to provide more information about this. 

Your account charged off on February 23, 2010, and was sold to ******* ******* ***, on 
March 10, 2010. We made a business decision to send a request to the CRAs on November 9, 
2015, asking them to delete our tradeline from your credit file. The reference number for this 
request is ********. It may take up to 60 days for the CRAs to update their records. 

Please contact ******* ******* ***, at ************ if you have additional concerns about 
your account. 

Thank you for your service to our country! I noticed that you indicated you are a 
Servicemember. If you would like us to review your accounts for eligibility in our SCRA Program, 
please call us at 855-227-1645 (or 855-CAPONEMIL) and we can go through our program with 
you. We will need information about your military service to determine whether you are eligible 
for SCRA benefits, including a copy of the military orders showing the start date of your military 
service. One or more of the following documents are acceptable: 

? Military orders that include an active duty start date and military branch 
? A letter on military letterhead from an executive or commanding officer that includes an 
active duty start date and military branch; or 
? Any other relevant military documentation 

You can fax or mail this information to: 

Fax: 1-866-516-4023 Mail: Capital One 
Attn: SCRA Request 
PO Box 30285 
Salt Lake City, UT 84130-0285 


The Servicemembers Civil Relief Act (SCRA) statute ensures that financial institutions do not 
take certain adverse actions on a Servicemember’s account as a result of having requested 
and/or having been provided with SCRA benefits. However, minimum monthly payments are 
still required on accounts enrolled in the SCRA program. Specifically, the SCRA does not 
protect a Servicemember from negative credit reporting in the event the Servicemember does 
not make payments or pays late. It also does not protect against charge off in the event the 
account remains delinquent for 180 days, and any subsequent sale of the account to another 
company. 

We have confirmed that we accurately reported your account to the Consumer Reporting 
Agencies as charged off on February 23, 2010, when we did not receive your minimum payment 
amount due by the date shown on your statements. However, as mentioned above, to resolve 
this complaint we submitted a request to the CRAs to have this account removed from your 
credit profile. 

You mentioned that in a recent legal action a judge ordered Capital One to take certain actions 
on your account. We are unable to locate any record of this legal action involving Capital One. 
Please send us the court documents so that we can further review these concerns. 

We respectfully decline your request to reactivate the account, because the charge off was 
valid. 

If you have additional questions or concerns, please call me at 800-955-1455. I am available to 
assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: 973864. I am happy to 
help in any way that I can. 

Sincerely, 


**** ******, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

****** *****



11/23/2015 Problems with Product/Service
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11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal customer with capital one for almost about 7 months now. When I signed up in the agreement it said that if the credit card bill was paid on time for the first 6 months they would give me a credit line increase. I am working full time, and I do have a job. I called up to see if there was anything that could be done she was telling me one payment was missed, I immediately checked my Experian credit report monitoring, and all payments were paid on time. I then called up once again and reached a customer service agent, and she specifically told me that the issue could be due to my age, or length of credit history. Which is against the laws regarding the FCRA under CFPB. Then she started to compare me to her son's age and was stating that since he is my age he didn't get approved. She then also started to go over some of the health information on my credit report which is a huge HIPPA violation by mentioning which creditors were owed and how much. and , not only did she compare me to him which I feel discriminated against. But, under the FCRA, and the CFPB; it is illegal to base a decision on age, sex, or orientation. I also feel that the customer service is horrible, and I was promised that someone would reach out to me . I am a Citizen with all the right credentials to apply for a credit card, and increase, I also feel that they took that into thought as well.

My complaint concerns: a Credit Card

Desired Settlement: I have two lines of credit with Capital one, I would like to have my credit raised on both of my cards for the inconvenience. Or to take both balances with both cards, and have just one credit card with higher limits.

Business Response: Dear ******* *******, 

I am responding to your submission to the Better Business Bureau (BBB) about concerns with 
credit limit increases for your accounts. 

I reviewed our records and found that we received payments after the cutoff time for each of 
your accounts while your account was enrolled in Credit Steps. Because of this, your account 
credit limit increases were delayed to apply on your 10th billing cycle rather than your seventh 
billing cycle. Our agents explained the Credit Steps program during your interactions with them 
by phone when you contacted us for assistance with credit limit increases. As a courtesy, I 
issued a credit (for the account ending in ****) in the amount of $25.00 on November 10, 2015, 
for the past due fee billed on May 4, 2015. The past due fee for your account ending in **** 
was previously credited on June 15, 2015. 

You state in your submission to the BBB that we did not report your accounts as being past due 
to the Consumer Reporting Agencies (CRAs). We report the status of your accounts to the 
CRAs monthly. Because neither of your accounts cycled as 30 days past due, this information 
was not reported to the CRAs. 

In an effort to resolve your concerns, I attempted to contact you on the phone number provided 
in your complaint, but was unable to reach you. The purpose of my call was to advise that we 
have an option to manually review your accounts for a credit limit increase. This does not 
guarantee approval; however, it gives our underwriters the chance to review your information to 
see if our decision would be different. If you wish to move forward with a manual review, please 
return my call at the number provided below. In order to complete the manual review, I will ask 
you to provide information related to your employment status, income information, housing 
information, and authorization for us to access your credit file to process the request. 



EQUAL CREDIT OPPORTUNITY ACT 
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, 
religion, national origin, sex, marital status, age (provided that the applicant has the capacity to enter into a binding contract); 
because all or part of the applicant's income derives from any public assistance program; or because the applicant has in good faith 
exercised any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law 
concerning this creditor is: Bureau of Consumer Financial Protection, 1700 G Street NW, Washington, DC 20006. 



Finally, I reviewed your interactions with our agents and, while I found no errors with the 
servicing of your account, I appreciate the feedback you provided about our credit limit increase 
program. I have provided this feedback to the appropriate areas. Please note that we are unable 
to increase your credit limit for either of your accounts based on any inconvenience you have 
experienced and will need this information to process the manual review should you choose to 
provide the information needed. I apologize for any frustration this may cause. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: 973864. I’m glad to help any way I can. 

Sincerely, 



******** *******, on behalf of Capital One 

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The issue started when I was contacted by a company to do purchasing for them. They had me make purchases and I was immediately reimbursed. They had given me an account to get my money back and put on my credit card for the amount I had spent. Everything was fine until the end when I found out they were denying payment to me. I attempted to contact them and got no answer. The job I was offered ended up scamming me out of $12,500. I have attempted to talk with the card company and am told they cannot do anything about it. As this is a fraud I disagree with their answer. I am also told now they want $325 monthly and I cannot use my card. They also have put information on my credit report reducing my score by almost 100 points.

My complaint concerns: a Credit Card

Desired Settlement: I would like the amount of the fraud/scam removed from my account as I have always paid my bill on time. I also want the credit score corrected. I should not be responsible for fraud/scam.

Business Response: Dear **** ****** 

I’m reaching out to you about the concern you sent to the Better Business Bureau (BBB) 
regarding fraudulent charges on your account, and also over the information we’ve reported to 
the Consumer Reporting Agencies (CRAs), like Equifax and Experian. We would like to share 
some information with you. 

We understand that this may be a frustrating time for you. After careful review, Capital one has 
determined that these transactions are not fraudulent since you have acknowledged that you 
made purchases for Better Warehouse Operations (BWO).At this time, Capital One is upholding 
the restriction on your account until you are able to bring the account’s balance back under the 
credit limit. 

As of November 13, 2015, we have confirmed that we are not reporting any delinquencies about 
this account. If you have additional concerns regarding how the account is reporting, you may 
contact the CRAs directly. We have provided the following names, mail, email addresses, and 
phone numbers for the CRAs below: 

Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 P.O. Box 2000 Columbus, OH 
888-397-3742 800-685-1111 Chester, PA 19022 43216 
www.experian.com www.equifax.com 800-888-4213 800-540-2505 
www.transunion.com www.innovis.com 

On September 25, 2015, you spoke with one of our agents from the Fraud Department about 
charges from *************. Capital One filed a lost and stolen report to create a new account 
number for you, and we credited the charges of $9.00, $34.95, and $147.00 onto your account. 
On September 28, 2015, the merchant issued credits for the transactions. As such, the credits 
issued by Capital One were rebilled onto your account. For your records, we have attached a 
copy of the letter advising you of these actions taken on your account. 





If you have any questions or concerns, please give me a call at 800-955-1455 Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: 973864. I am happy to help in any way that I can. 

Sincerely, 


******* ******, on behalf of Capital One 

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They are not telling the whole truth about the reporting of the information.   They have already reported that the credit limit was exceeded.  Their response states they are not reporting to the credit agencies.  Also as this was a scam by a company on me they should have investigated more than a couple days.  They also stated I told one of their representatives that I had purchased all the materials that were charged to my card and this is false as I have never told any of the representatives that this was done by me solely. 

Regards,

**** ******




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11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been sending correspondence to this company since 2011 regarding two accounts. Each time I attempt having these accounts removed or updated, this institution does not provide the requested documentation or answers. In addition, I contacted Director ******, who could not be reached. Eva in the Executive Office could not review the accounts within your company's system and placed the responsibility with the credit bureaus to have them removed, when the credit bureaus place the responsibility on Cap. One. I have correspondence dating back to 2011 to include letters from my financial institution regarding one or two of the accounts. I would like to forward the correspondence as my physical evidence of attempting to have the late payments on one account verified/ removed and the other account removed.

My complaint concerns: a Credit Card

Desired Settlement: I would like to have the accounts deleted, it's been stressful trying to get the information I am seeking from this financial institution whether in writing or over the telephone.

Business Response: Dear ****** ******, 

I’m reaching out to you about your concerns to the Better Business Bureau (BBB) about the way 
we handled your accounts. We do take your concerns seriously and I have more information to 
share about this. 

Account ending in ****: 

We understand you would like us to remove the account from the Consumer Reporting 
Agencies (CRAs). We have confirmed we are reporting the account as closed by consumer, and 
past due for January 2012, February 2012, March 2012, April 2012 and May 2012. We have 
confirmed your account is reporting accurately. For this reason, we are unable to remove this 
account from your credit profile. 

I was unable to locate any record of your request to delete the account in 2011. However, we 
did receive a letter from you shortly after you opened the account inquiring the timeframe as to 
when the new account would appear on your credit file. 

Our records show we received your correspondence disputing the balance reporting to the 
CRAs and we responded on September 7, 2013, (copies enclosed). 

Below is a list of all of the payments made on the account and the status. If you have concerns 
with any of the payments listed, please contact me so we can further discuss. 

Payment Date Amount Payment Method Status 
September 22, 2011 $192.33 Pay by Phone Valid payment 
October 29, 2011 $159.57 Online Valid payment 
December 29, 2011 $81.90 Online Returned, due to insufficient funds 
February 4, 2012 $133.00 Direct Debt ACH Returned, due to insufficient funds 
June 6, 2012 $1,189.96 Direct Debt ACH Valid payment 



Account ending in ****: 

We have confirmed that we are no longer reporting this account to the CRAs. If you have a 
current copy of your credit report that reflects this account, you can fax it to me at ************ 
and I will research this further. 

We have confirmed there are no records of you contacting our Director or record of you 
speaking to an agent by the name of Eva in regards to your concerns. In general, if there are 
concerns with the reporting of your account we can submit a dispute on your behalf or we would 
direct you to initiate a dispute with the CRAs. 

If you have additional questions, please call me at 800-955-1455, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: 973864. I am happy to help any way I can. 

Sincerely, 



***** ******, on behalf of Capital One 

11/18/2015 Problems with Product/Service | Complaint Details Unavailable
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11/18/2015 Billing/Collection Issues
11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have three capital one credit cards and they all have been over charged with excess fees and additional interest particularly the one with largest balance.

My complaint concerns: a Credit Card

Desired Settlement: Refund of late fees, excess fees, and excess interest.

Business Response: Dear ******* ** ************, 

I am responding to your concern filed with the Better Business Bureau (BBB) in regards to your 
request to have past due fees and interest credited back to your accounts. I’m sorry for any 
frustration this concern may have caused you. I have looked into your concerns and have found 
the following information that I would like to share with you. 

We usually don’t credit past due fees when we receive payments after the due date or payment 
cutoff time. However, as a courtesy, we’re going to credit your account ending in **** a total of 
$105.00 for the past due fees. The dates the account was past due are August 20, 2015, 
September 20, 2015, and October 20, 2015. You’ll see this credit on your November 2015 
statement. For the account ending in 3378, we’re going to credit the account a total of $78.00 
for the past due fees. The dates the account was past due are June 8, 2015 and July 8, 2015. 
You’ll see this credit on your November 2015 statement 

I’d like to explain more about past due fees. We will charge a past due fee up to $35.00, on 
each one of your accounts if we don’t receive the minimum payment by the due date or by the 
payment cutoff time. In case it’s helpful, I’ve enclosed a copy of your Customer Agreement 
which has more information on fees. 

Please note that our payment cutoff time is 8 p.m., ET, on the day your payment is due. You 
may find some of our Online Banking tools helpful for managing payments. For more 
information on features like automatic payments and payment-due alerts, visit 
www.capitalone.com. 

Regrettably we can’t waive the interest on either account. Interest charges are calculated from 
the average daily balance for the billing cycle. Your highest Annual Percentage Rate (APR) is a 
variable rate of 22.90%. Based on the balance you carry on the account month to month, the 
interest is around $60.00 per month. A customer who always pays off their entire purchase 
balance listed on their statement by their due date and is not carrying any other balances on 
their account, will not pay interest. 



Lastly, you mentioned that you had three accounts with us. I was only able to locate two 
accounts. If you would like to contact me with the third account number, I will be happy to see 
what I can do to resolve any concerns you may have on that account. 

If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 9 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six 
digit phone PIN available: 973864. I am happy to help in any way that I can. 

Sincerely, 



******* ******* on behalf of Capital One 

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've contact Capital One several times and requested information where they can show this credit was opened by me. I have not heard back from them or received any documentation proving this. I do not recall opening an account for a credit card with Capital one and I need paper work showing this was. They have not responded.

My complaint concerns: a Credit Card

Desired Settlement: By law, they need to show me proof this was me. If they can not provide documentation showing this was me, I need this removed from my credit report immediately.

Business Response: Dear ***** *********, 

I am following up with you regarding the concerns you filed with the Better Business Bureau 
(BBB) on October 22, 2015, requesting information or that we take action on your account. 

In accordance to our internal policies, we sent a request to the Consumer Reporting Agencies 
(CRAs) to delete the Capital One account from your credit files. The reference number for this 
request is ********. It may take up to 60 days for the CRAs to update their records. 

Please note that your account charged off on September 11, 2013, and was sold on December 
17, 2014, to ********* ******** **********, and they may be reporting the account to the CRAs. 
You do not owe us a balance anymore, but you may still owe something to ********* ********  **********. If you have any questions about this, you can call ********* ******** ********** at 
************. 

We confirmed that the account ending in **** was opened on July 24, 2012, with an online 
application. 

The following information confirms you are the owner of this account: 

• Because the account was opened online there is not a signed copy of an application to 
provide. 

• The phone number we have on record, ************, has been linked to you by public 
records. 

• The address we have on record, **** ** *** ******* ****** ** *****, has been 
linked to you by public records. 


• We mailed billing statements to the address of **** ** *** ******* ****** ** *****, 
and have no record of having received any returned billing statements or other mail that 
we sent to this address to the U.S. Postal Service. For your reference, I enclosed copies 
of the billing statements from August 2012 to September 2013. 



• The Social Security number and date of birth we have on record for this account was 
verified as yours in our review of your consumer credit file. 

• We have confirmed the account at ******** ***** ending in **** used to make a 
payment of $168.00 on February 1, 2013, belongs to you. 

I was not able to locate any records of any previous request from you about this information. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m glad to help any way I can. 

Sincerely, 


**** ********, on behalf of Capital One

11/16/2015 Problems with Product/Service
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11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I owned a business for 16 years and had a business credit card with capital one a majority of the years with them. I sold my business last year do to hard times I always tried to be fair with my debts however I would just pay my bills without really looking at the statement I thought I could never get caught up with them due to the fact my interest rate increased due to some late or missed payments. What I didn't realize is for years I was being charged money for some credit card protection plan that I had never signed up for and was not a part of the original agreement . I spoke to capital one about these charges right before I sold my business and they sent me to some other department to get it removed. That never happened on top of that I spoke with a customer representative that asked me why I didn't not feel I should have to pay the bill I told him for years I have been paying for a plan I never signed up for or new about so I didn't feel I owned them any more money because the amount they were trying to collect was less than the amount I had been charged for the plan I was being charged for. He said he would have someone contact me to see what they could do! I never heard back from him or anyone for months. I tried calling the numerous time to get a resolution that would work but they couldn't provide any answer for me on a resolution. They kept sending me to the protection plan department and that got me no where. Now my credit is being dinged for charges I never authorized. I would still like proof that I signed up for this protection plan! If one can not be provided I think this needs to be dropped from my credit. Thanks ***** *******

My complaint concerns: a Credit Card

Business Response: Dear ***** ** *******, 

Thanks for speaking with me about the concerns you submitted to the Better Business Bureau 
(BBB) regarding not signing up for Payment Protection or authorizing enrollment in this product. 
You also requested that we stop reporting this account to the Consumer Reporting Agencies 
(CRAs) as a charged off account. I’d like to share my findings with you, after reviewing your 
account. 

We’ve made the decision to refund to you all Payment Protection product fees, associated fees, 
and interest charges since your enrollment in the product. As a result, we applied a credit of 
$7,279.36 to your account, which left a credit balance of $4,819.24. A refund check has been 
processed and mailed to you. According to notes on your account, you’ve confirmed receipt of 
this check. 

We’ve also sent a request to the CRAs to report this account as paid in full after charge off, and 
we’re no longer going to attempt to collect on this debt. We respectfully decline your request to 
stop reporting the account as charged off, because this account validly charged off. Please 
allow me to explain further. 

Capital One Payment Protection is an optional debt cancellation product that will make benefit 
payments to a Spark Business customer’s account in the event of an eligible loss (such as 
temporary disability or a business hardship). If a customer becomes totally and permanently 
disabled, it will also pay off the eligible balance as of the date of the total and permanent 
disability, up to $10,000. Unemployment as a result of permanent business closure is not 
covered under this or any other benefit associated with this plan. Payment Protection is not a 
credit card insurance product, and requires the customer to contact us to initiate benefits for any 
qualifying event. 

In reviewing your account, we found that you were enrolled in Payment Protection through your 
selections in our automated phone system on May 30, 2002. Our records also show that on May 
1, 2014, you called to inquire about eligible benefits and our agent explained that unfortunately 
your product did not cover your personal situation of unemployment/business liquidation. 
Subsequently, we received a call from you on August 22, 2014, during which you requested that 
we cancel your Payment Protection enrollment. Your request was processed that same day. 


The last payment that we received from you was for $200.00 on April 28, 2014. Since we did not 
receive any additional payments, your account became delinquent. When your account became 
180 days delinquent, it charged off as an unpaid debt on December 26, 2014, with a balance of 
$2,460.12. This charge off is considered valid as we did not find any error in your payment 
history. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 9 a.m. to 6 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m glad to help any way I can. 

Sincerely, 



***** *****, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10831230, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't not agree with capital ones assesment of there explanation ! I never signed up for this plan!! I also was only inquiring what this was and since I had it why I had not known about it and if so if I was elgible to use it. I appreciate the gesture but I didn't call for a refund I called because this is affecting my credit and if they refunded regardless of what they say they are admitting fault I will only be happy if this is deleted off my credit other than that this is not satisfactory and the credit is great but this needs to be removed or we will continue to have complaints filed.

Regards,

***** *******



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11/9/2015 Billing/Collection Issues
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11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a card on oct. 2, 2015. I was told that the money would come out of my account and I would receive a card in 7-10 days. The money was deducted on oct. 5. I called on the 15th, they told me to keep waiting a card was coming. They said it would be there by the 21st. I called on the 22nd as I had no card. They said they would send another card that would be there in 4-6 days. They said it would be here by the 27th. Today is the 28th and no card. They said to wait another 4-6 days. I do not believe that they ever sent me a card. I think they took my money and are scamming me. I asked to have my money returned into my bank account. They said they only thing they could do was mail me a check in two weeks. I have waited over 3 weeks for a card that I believe they never sent, how can I trust them to send a check? I think this is a scam.

Desired Settlement: I either want to the money sent back into my bank account, or I want a card send via FEDEX overnight.

Business Response: Dear ******* ****, 

I’m reaching out to you about the concern you sent to the Better Business Bureau (BBB) 
regarding receiving your credit card in the mail. We attempted to contact you; however, we were 
unsuccessful in reaching you. We would like to share some information with you. 

We apologize for any frustration this matter has caused. We have reviewed our records and 
found that when you originally applied for your account on October 2, 2015, your application 
was done online. Your account was generated on October 11, 2015. On October 13, 2015, your 
first card was mailed to the address found on your application, ** ***** ***** **** ******* ** 
*****. 

We understand that you did not receive the first card. On October 22, 2015, you contacted our 
Customer Service Department to have a new card sent. You changed the primary address on 
your account to **** *** **** ******* ** *****. On October 26, 2015, your second card was 
created and then sent out to the new P.O. Box address. We are unable to send your card via 
Fed Ex to a P.O. Box. If you still have not received your card by the time you receive this letter 
please contact us directly at the phone number below. 

I understand you would like your security deposit returned. The security deposit remains in a 
non-interest bearing account until the Secured Mastercard is closed. If your account is closed 
the deposit will be applied as a credit to the account balance, not as a payment. If the deposit 
does not cover the full balance, you will still be responsible for the outstanding amount owed. 

We would like nothing more than for you to remain as our customer; however, if you would like 
to close your account in order to receive a refund for your security deposit please contact me at 
the number below. 


I can be reached at 800-955-1455 Monday through Friday from 8 a.m. to 4:30 p.m. PT. When 
contacting me, please be sure to have the following six digit phone PIN available: ******. I am 
happy to help in any way that I can. 

Sincerely, 


******* ******* on behalf of Capital One 

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved to California and unable to go to a local branch because there is none in California I trying to close my CD with capitalone without any luck. I spoke to customer service and the mailed me forms and I never got a response, I called again and was told that they not received anything I mailed the forms again to a different address and no response again. This is going on for more than two months. As directed I mailed the forms to two different addresses in Virginia P.O BOX 12021-0210 Richmond Va, and 10750 Capital One way Glen Allen Va.

My complaint concerns: a Banking Account (Certificate of Deposit)

Desired Settlement: I just want that somebody will contact me to close the account and withdrew the money

Business Response: Dear Mr. ***********: 

We are writing in response to the complaint that was forwarded to us from the Better Business Bureau 
(BBB) regarding the closure of your Individual Retirement Accounts (IRA) ending in **** & ****. 

Our records confirm that on October 30th, your IRA accounts were closed and checks were mailed for 
the remaining balance to the address on file. 

We apologize for the delay in processing your request. 

If you have any additional questions, please reach out to us at ********** **** ******. 

Sincerely, 

******* ***** 

******* ****** on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

***** ***********


11/9/2015 Problems with Product/Service
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Additional Notes

Complaint: I spent thousands of dollars using Capital One (CO) Financial's credit card over my other credit cards for the purposes of the rewards benefits. Due to a discrepancy that occurred on my account, my account was place on a "hold". Due to the fact that CO placed my account on hold, I am unable to use their systemic process that would allow me to book my flight (using their ****** partnering website) for the full rewards value of $683.02. The only solution that CO offered me was a check for half of my rewards. I specifically asked that my account to be noted that I did not want to receive a check for half of my rewards. I was assured that they would not send a check unless I requested/accepted their solution. I was forced to seek BBB support after that. I contacted CO and M. ****** as suggested by the BBB website. The issue was not resolve by my direct contact with the suggested person but rather caused more aggravation and dissatisfaction. After sending an email to M. ******, her representative (K. M***) contacted me on 10/28/15 via letter asking me to send more required details, which I immediately supplied. I did not receive any additional contact from CO or K. M*** after that. On 10/31/15, I received a check in the mail for half of my rewards $341.51 without my approval or even further dialog. I was clear expressing to CO that their "only option" according to their supervisors was NOT acceptable to me then nor is it now. CO is placing accounts on hold status which then does not allow their customers to leverage their hard earned rewards in full. Instead CO steadily guide customers to accept less value via their only option of a check which conveniently is to CO's benefit and not the consumer who earned the rewards through faithful used of their credit card. I contacted CO again after receiving the unwanted partial check and was rudely advised "on a recorded line" by a supervisor "Jonathan" that "I should be happy with something over nothing"

My complaint concerns: a Credit Card

Desired Settlement: I want my remaining rewards value of $341.51.

Business Response: Dear ******* ******, 

I am reaching out to you about your recent concerns filed with the Better Business Bureau 
(BBB) and also our conversation from November 5, 2015, regarding your request to have a 
check mailed for the full travel value of your rewards miles. You also expressed concern over a 
recent negative interaction you had with one of our agents on October 31, 2015. 

I can confirm that a check for $341.51 has been requested to be issued as a courtesy to you for 
the remaining travel value of your rewards miles. Please allow 2-3 weeks for delivery. 

Additionally, I reviewed the recent interaction that you had with us on October 31, 2015. At 
Capital One, we strive to deliver the highest level of quality service to all of our customers. We 
regret that in your case we did not meet our goal and, more importantly, your expectations. 
Please know, the feedback you provided was forwarded to the appropriate area. 

If you have any further questions or concerns, please call 800-955-1455. I am available Monday 
through Friday from 10 a.m. to 7 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m happy to help any way I can. 

Sincerely, 



***** ****, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

******* ******



11/9/2015 Billing/Collection Issues | Complaint Details Unavailable
11/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been disputing this cause capital 1 will not take responsibility for not having the correct information to properly send me my bill as my original creditor ******* **** i would like this removed from my credit report asap i had called and gave capital one my current address and email after they have failed to send my bill and also once received it was already late i paid my account in full and closed my account if you look at the account there had been no charges up till that point and no bill was sent to me until i had called I gave them the current address and the correct email the email they had on file was completely wrong. I would really apperciate this be removed from my credit report asap and thank them for there time and quick response to this complaint.

My complaint concerns: a Credit Card

Desired Settlement: Please remove this negative item from my credit report and I do thank you for your time.

Business Response: Dear ******* ** *******, 

This letter is in follow-up to our conversation on October 27, 2015, and your concerns submitted 
to the Better Business Bureau about the reporting of your account to the Consumer Reporting 
Agencies (CRAs). 

We reviewed your account and made a decision to delete the 30 days past due from January 
2015 as the balance consisted of fees and interest. On October 27, 2015, a request was 
submitted to the CRAs, the confirmation number of this request is ********. Please keep this 
number for your records. Please allow up to 60 days for the update to report on your credit file. 

Our records show that on March 19, 2014, your email address was updated to 
***************************** from ************************. The email address we 
have on file is also the same email address you provided in your complaint. We have no record 
of any other requests of updating your email address. 

Your November 2014 billing statement closed with a balance of $59.58, which consists of a 
$59.00 Annual Membership Fee (AMF) and $0.58 for Personal Account Protection Elite. Your 
minimum payment of $25.00 was due by December 16, 2014. Our records show no payments 
were received from December 2014 through January 2015. The account was reported 30 days 
for the month of January 2015 as no payment was received. 

The account was billed a past due fee in the amount of $25.00 for the month of December 2015. 
A $35.00 past due fee was also billed to your account for the months of January 2015 and 
February 2015. 

Your February 2015 billing statement closed with a balance of $124.24. On February 17, 2015, 
we received your online payment in the amount of $175.16. This payment paid your account in 
full and created a credit balance in the amount of $15.92. 



We were able to locate the call of February 18, 2015, in which you spoke with our Customer 
Service Department to close your account. You informed the agent you were not receiving 
statements and was not aware you had been billed for an AMF of $59.00. The agent informed 
you that you were signed up for paperless statements and we were sending email alerts 
advising that your statements were available online. On this same day your account was 
removed from paperless statements and your address was updated to ***** ***** ****** 
****** ********** ** *****, per your request. 

Our records show a credit balance refund was requested on March 6, 2015, in the amount of 
$15.92. 

If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 7 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: ******. I am happy to help in any way that I can. 

Sincerely, 




******** ********, on behalf of Capital One 

Consumer Response: I am satisfied with the companies decision to this matter. I thank them for working with me and I have no further complaint at this time. 

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11/5/2015 Billing/Collection Issues
11/5/2015 Problems with Product/Service
11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in to file a fraud report on some fraudulent activity on my accounts, they called me back and basically told me that I'm a liar, I found the person to be very rude, I refused to make the monthly payments because of these charges until they were cleared up, so now I have marks on my credit report too

My complaint concerns: a Credit Card

Desired Settlement: I would like the money for the fraudulent activity adjusted plus a credit for the rude representative and the troubles of all this and my credit report corrected

Business Response: Dear **** ** ******** 

I am reaching out to you about your concerns filed with the Better Business Bureau (BBB) 
regarding fraudulent activity on your account and its effect to your credit profile. 

I am sorry for the frustration this situation may have caused you. Our Fraud Department has 
reviewed your account and found no indication of fraud. Based on these findings, we must 
respectfully decline your request to update the information we are reporting to your credit profile. 
Please allow me to explain further. 

On September 4, 2015, we received a request via phone to initiate a fraud investigation on 
several charges on your account totaling $206.79. When the fraud investigation was initiated, 
provisional credits for each of the transactions were added to your account while the fraud 
investigation was conducted. A fraud investigation can take up to 90 days to complete. 

Your July 2015 billing statement showed a minimum payment of $25.00 was due by August 12, 
2015. Your August 2015 billing statement showed a minimum payment of $64.00 was due by 
September 12, 2015. As stated on the back of your billing statement, you are not required to 
pay for disputed transactions. However, you are required to maintain your regular minimum 
payments. When we did not receive payments by your August 2015 and September 2015 due 
dates, your account became 30 days delinquent and was reported as such to the Consumer 
Reporting Agencies (CRAs). 

The fraud investigation was completed on October 21, 2015. Our Fraud Department found no 
indication of fraud and the provisional credits for each of these transactions will be billed back to 
your account. Because these transactions were found to be valid charges, the reporting of this 
account is considered accurate and no update is required with the CRAs. 

On October 26, 2015, we sent notification to the CRAs that you are disputing the information we 
are reporting concerning this account. The confirmation number for this notification is 76876546. 
If you have any additional questions about your credit file, please contact the CRAs directly. To 
assist you, I have provided the following names, addresses, and phone numbers for the CRAs 
below: 


Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 P.O. Box 2000 Columbus, OH 
888-397-3742 800-685-1111 Chester, PA 19022 43216 
www.experian.com www.equifax.com 800-888-4213 800-540-2505 
www.transunion.com www.innovis.com


Please know that we take feedback from our customer’s very seriously. The calls you 
mentioned were reviewed and there was no indication of misconduct. However, I have 
forwarded your concerns to the appropriate area. 

If you have additional questions, please give me a call at ************* Monday through Friday 
from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit 
phone PIN available: ******. I’m happy to help in any way I can. 

Sincerely, 




******** ****, on behalf of Capital One

11/5/2015 Problems with Product/Service
11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a credit card with Capital one. There was another cardholder on the account, **** ******, back in February 2015. **** made charges on the account and made a $300 payment as a responsible cardholder at the time in April. I then had him removed from the account because we were no longer partners. He was just recently able to have his payment refunded and now I am stuck paying $300 of his debt. Capital one should not be putting this $300 charge on me when it rightfully belongs to the other card holder, ****. He was a cardholder at the time of payment so it should not have been legal to reverse it.

My complaint concerns: a Credit Card

Desired Settlement: I would like this adjustment to be removed from my account since it was not my debt and now it is 6+ months after the charges even took place. Capital one should not have refunded money to a person who was a card holder and made a payment they were responsible for.

Business Response: Dear ****** ********, 

I’m reaching out to you about your concerns to the Better Business Bureau (BBB) about the way 
we handled your account. We do take your concerns seriously and I have more information to 
share about this. 

As a courtesy, I have issued a credit in the amount of $200.00. You will see this adjustment on 
your November 2015 billing statement. 

When you added the Authorized User (AU) ******* ****** on the account, you gave him 
permission to make charges on the account. He was able to make purchases, cash advances, 
request general account information, request a fee waive, make phone payments, initiate a 
dispute, report a card lost or stolen and remove himself from the account. The AU would not 
have financial responsibility on your account. I have enclosed a copy of your Customer 
Agreement for review. 

If you have additional questions, please call me at ************, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: ******. I am happy to help any way I can. 

Sincerely, 



***** ******* on behalf of Capital One 

11/5/2015 Problems with Product/Service
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11/5/2015 Billing/Collection Issues | Complaint Details Unavailable
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11/4/2015 Problems with Product/Service | Complaint Details Unavailable
11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is **** ***** ********, I applied for two Capital One credit cards November 2014, I was approved both credit cards had a limit of $300 dollars each. I misplaced both Capital One credit cards in my house by error, as of September 2015, I was cleaning my house and I located both Capital One credit cards still attached to the paper that they were mailed on, I had never had the opportunity to activate the two Capital One Credit Cards until September 2015, when I dial the activation number, Capital One Fraud Department representative came on the line and said these two Capital One Credit Cards were closed due to fraud. 10-08-15, I mailed Capital One a copy of my Arizona Identification card, a copy of my Social Security Card, a copy of my Birth certificate, a copy of my Epcor Water bill with my name on it. A lady name Kaya, from Capital One Corporate office telephoned me on October 8, 2015 requesting these documents I faxed and I mailed Capital One Corporate Office these sensitive documents to verify my identity, now Capital One cannot locate my Social Security card copy, cannot locate my birth certificate copy cannot locate copy of my Epcor Water bill copy, I was on Capital One this is a LEGIMATE COMPLAINT Capital One is being negligent and FRAUDULENT, regarding their actions towards me this is fraud on the part of Capital One, I will me reporting Capital One to Consumer Financial Protection Bureau and to my State Senator John MCCain and I have reported Capital One to Arizona Office of the Attorney General this is fraudulent the way Capital One is handling this situation this is a serious matter that needs to be brought to the attention of goverment agencies.

Desired Settlement: Capital One should reactivate my two Capital One credit cards with a $300 dollar limit, I did nothing wrong to deserve this type of Fraudulent treatment from Capital One, I have reported Capita One to Consumer Financial Protection Agency, Arizona Office of the Attorney General, my State Congressman John McCain, Capital One has been Fraudulent and Negligent. I request that my two Capital One Credit Cards be reinstated and activated immediately, I have done nothing wrong I provided Capital One with copies of my birth certfication, social security card, Arizona Identification card, copy of a utility bill, Arizona Water Company Epcor Water bill with my name on it I have proven that I am **** ******** this is fraud on the part of Capital One

Business Response: Dear **** ** ********, 

I’m reaching out to you about the concern you sent to the Better Business Bureau (BBB) 
regarding reopening your accounts. We would like to share some information with you. 

We apologize for the frustration that this has caused. We understand you would like us to 
reopen your accounts. On November 29, 2014, your account ending in **** was closed. On 
December 5, 2014, your account ending in **** was also closed. We have reviewed both 
accounts, and have found that our Fraud Department has closed these accounts for security 
reasons. We’ve confirmed that we have closed these accounts accurately. 

Our Fraud Department has not received any documentation regarding your identification. You 
may resubmit your identification information, or ask any questions regarding the account 
closures, by contacting our Fraud Department. The Fraud Department can be reached at 800·-
239-7054. Agents are available 24 hours a day, 7 days a week.

If you have any questions or concerns, please give me a call at 800-955-1455 Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: ******. I am happy to help in any way that I can. 

Sincerely,


******* ******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr. **** ******** could not open the letter from Capital One regarding the BBB Complaint on 10-26-15, Mr. **** ******** request that Capital one mail the recent letter to his home address.  Please thank you **** ********.  
Capital One gave no valid reason as to why Capital One closed my two credit cards?  Capital One has been very unprofessional throughout this whole process, Capital One has been unreasonable and difficult to deal with.  Capital One is a very unreasonable, suspicious company.  Always thinking a customer is fraudulent for no good valid reason.  Thanks Mr. **** ********, 
Capital One never did re-open my two Capital One credit card Capital one gave no valid reason for closing my credit cards.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *****




11/2/2015 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I have on several occasions reached out to Capital One to dispute a credit inquiry on all 3 credit reports. Last year around October Capital One reported an inquiry that I did not authorize or solicit. I have called and been given various numbers and have been transferred from credit department to loan origination. After countless hours on the phone yesterday the rep named Roberto searched by name, address, and lastly my social security number He kept assuring me that the line is recorded and that sensitive information like my social security number is protected. He could not find an application EVER submitted in my name or with my information and soon transferred me to a rep named Tracy who advised I report it to the fraud department she transferred me and I was on hold for 38 minutes. I NEVER solicited any product offered by Capital One. Last year I reported the same issue a rep from headquarters named Brian called me and said He would investigate and return my call....I am still waiting.

My complaint concerns: Other

Desired Settlement: Please remove the unauthorized inquiry. I NEVER initiated any application and all the reps that I spoke to Roberto, Tracy, Charlie and Brian confirmed there is NO application ever submitted by me online, paper or phone.

Business Response: Dear ******** ******, 

This letter is in follow up to your concern sent to the Better Business Bureau (BBB) about 
information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and 
Experian. I have some information I’d like to share with you. 

On October 22, 2015, we sent a request to the (CRAs) asking them to remove the hard inquiry 
associated with the fraudulent application. The CRAs will determine how this update is reflected 
in your credit file. If they’re unable to remove the inquiry completely, they may change it to a soft 
inquiry. Soft inquiries do not have any impact on your credit score. It may take the agencies up 
to 60 days to update their records. 

If you have any additional questions or concerns, please call me at 800-955-1455, Monday 
through Friday from 9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m glad to help any way I can. 

Sincerely,


**** *******, on behalf of Capital One 

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10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent you guys a letter asking to remove a credit card I had with you guys that is showing adversely on my credit report. Instead you guys thought that I was asking to be removed from my wife’s account as an authorized user and that is not what I was asking. The account that I want removed ends in **** but instead you all have stated that you will be removing the one that I’m authorized on when I do not want you to do that. My wife’s account ends in **** and again I DO want that to be on my credit report. I do not however what the **** on my credit report as I have paid it off and want it removed.

My complaint concerns: a Credit Card

Desired Settlement: i want the **** account deleted from my credit report and I want the **** to continue to be on my credit report, i do not want it deleted

Business Response: Dear ****** ** ********, 

This letter is in response to your concerns forwarded to the Better Business Bureau (BBB), 
about information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and 
Experian. We realize you’re concerned with this and I’d like to share more information with you. 

Account ending in ****: 

We show that we have previously responded to a similar letter from you regarding this account. 
On April 8, 2015, my colleague ******* ****** provided a letter to you that detailed our position 
regarding the reporting of this account. In addition, I confirmed the account is reporting as 
account as charged off; paid less than full balance. We strive to provide excellent service to all 
of our customers. Respectfully, we continue to uphold our position. For your review, I have 
enclosed a copy of this previous response letter. 

First date of delinquency for this account was May 21, 2009. This information typically reports 
on your credit profile for up to 7 years. This means that this account will report up until May 
2016. 

Account ending in ****: 

We have confirmed that this account is currently reporting your name as an authorized user. 
Our records show that on September 22, 2014, you were added as an authorized user on this 
account, as Mr. ****** ** ********. On October 9, 2015, online user ***********, logged into 
this account using our secured Electronic Online Servicing (EOS) and removed the name of Mr. 
****** ** ********. On this same day, the name of ****** ******** was added. This did not 
change the reporting of your name as the authorized user for this account. 



If you have any additional questions, you may contact me at ************, Monday through 
Friday from 8:30 a.m. to 5 p.m. When contacting me, please be sure to have the following six 
digit phone PIN available: ******. I’m glad to help in any way I can. 

Sincerely, 



******* ** *******, on behalf of Capital One 

10/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There where charges made to the account from a glacier payments company that I did not make, the charges where disputed by me, after capital ones investigation I know owe all charges related plus late charges tacked on. I don't think I should pay for something I did not order.

My complaint concerns: a Credit Card

Desired Settlement: not to be charged for something I didn't order with tacked on late charges and fees.

Business Response: Dear **** ** ***** **, 

We were recently notified by the Better Business Bureau (BBB) about your concerns with 
disputed charges and past due fees on your account. We realize you’re concerned with this and 
I’d like to share more information with you. 

Unfortunately, based on the information you provided on April 6, 2015, to our Disputes 
Department regarding the following disputed charges, our position remains the same, we are 
unable to provide further credits for the following charges: 

• March 10, 2015 www.************** $74.98 
• March 10, 2015 www.*********** $79.98 
• March 25, 2015 www.*********** $79.98 
• April 09, 2015 www.************** $74.98 

On April 6, 2015, you contacted us regarding the two disputed charges on March 10, 2015, and 
the one charge on March 25, 2015, your account was immediately credited for each of the 
charges. You advised that the merchants did not inform you of their automatic billing policy. I 
have enclosed the letters that were mailed to you informing you of the credits. The credits 
appeared on your April 2015 billing statement. 

Due to the information provided by the merchants, on April 22, 2015, your account was rebilled 
for the disputed transactions. There was no dispute request submitted for the charge on April 9, 
2015. On April 21, 2015, letters were sent advising of the rebilling to your account. In addition, 
the letters requested that you provide us with a copy of your sales invoice or purchase 
agreement and the date and proof of cancellation and/or return. As of the date of this letter, we 
have not received any additional documentation from you. 

The last payment we received for the account was on April 16, 2015, in the amount of $25.00, 
your account was billed past due fees due to non-payment for the following days and amounts: 

• May 18, 2015, you were billed $25.00 for past due fee. The minimum payment due was 
$25.00. 
• On June 18, 2015, you were billed $35.00 for past due fee. The minimum payment due 
was $56.00. 

© 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. 
• On July 18, 2015, you were billed $35.00 for past due fee. The minimum payment due 
was $98.00. 

Your account will be billed a past due fee if we do not receive your minimum payment on or 
before the payment due date. Your current due date is the 18th of each month. Your account will 
also be billed a past due fee if the entire required minimum payment is not received. When this 
happens, we add the outstanding amount of the minimum payment to your following month’s 
required minimum payment. 

If there’s anything you haven’t shared with us about your dispute claims, or if any information 
has changed, please send it to us and we’ll be happy to take another look. 

If you have additional questions or concerns, please give me a call at ************, Monday 
through Friday from 7 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN number: ******. I’m happy to help any way I can. 

Sincerely, 



****** ******** on behalf of Capital One 

10/29/2015 Problems with Product/Service
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Additional Notes

Complaint: i call them for close me account some time last year.latel they send me the bill for 87.00.they told me this is the final bill.Which ipaid it.After that they are keep sending me bill for differant amounts.Icalled them many time to tell them why they are sending me the bill every month,even i closed the account.they told me they will give me the credit.And then they send me another bill for 142.34.i called them again if they didn't stop this i will contect with BBB.Now they send me another bill for 142.34.

Business Response: Dear ***** ****, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about the 
servicing of your account, and information we have reported to the Consumer Reporting 
Agencies (CRAs). 

I understand there is confusion in the way we handled your account balance, payments, and 
fees. I’m sorry to hear about the inconvenience you have experience while trying to resolve this. 
We completed an investigation and found no errors in the way your account was handled. I 
would like to share the details of this: 

Your April 2015 billing statement showed a balance of $94.64, with a minimum payment of 
$87.00 due on May 24, 2015. On May 27, 2015, we received your minimum payment for 
$87.00. As the payment was received after the due date, your account was charged a $35.00 
past due fee on May 25, 2015. Your new balance was $43.58, with a $25.00 payment due on 
June 24, 2015. As no further payments were received, the account continued to be charged 
past due fees and interest charges. 

Please accept this letter as confirmation that your account was closed on April 4, 2015. We also 
credited your account $143.05 to remove the outstanding balance. As October 15, 2015, your 
account has a zero balance. 

We also sent an update to the CRAs to remove the delinquency from your credit profile for the 
months of July, August, and September 2015. Please allow these agencies up to 60 days to 
update their records. For your reference the control number for this update is ********. 

If you have additional questions or concerns, please call me at 800-955-1455. I am available to 
assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: ******* I am happy to 
help in any way that I can. 

Sincerely, 


**** ******, on behalf of Capital One 

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2010 I opened a line of credit with **** **** in 2011 Capital One took over my credit card I'm guessing because **** went of out business. When I opened my account with **** I had no annual fees or membership fee. I never did any new application with Capital One nothing. All of sudden 9/26/2015 I get my statement on my credit card 4 yrs and capital one charged me a membership fee of $59.00. I call I talk to CSR and a Supvr they did this same thing to me in 2014 with this fee keep saying my application and disclosures I never did a application with capital one. My application process with **** I had no fees for this account and then they are going to what 4 yrs later and turn around say their charging me fee these fees to offset cost to manage my account really a credit limit of 400.00 cost so much to manage. An the services I use I never asked or use any of their services. I do not have the card I been paying on time and doing everything to pay it off and now they just set me back by cahrging me another 60.00 i gotta pay again towards my balance when I had my balance down under 300.00

My complaint concerns: a Credit Card

Desired Settlement: Refund from 2014 and 2015 fee my account should have never been changed never had my consent. I never did my application process with Capital one I did my credit card application with **** when they originally took over the account they kept advertising our accounts where not going to be effected and they lied. They by far are practicing fair for the consumer. I have two accounts with them I have never been this dissatisfied I will not use capital one again.

Business Response: Dear ******** ** ****, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about the 
way we handled your account. We appreciate your feedback and I would like to provide more 
information about this. 

I understand you have concerns with the Annual Membership Fee (AMF), which is billed to your 
account each year in September. We completed an investigation and found no errors. I would 
like to explain this. 

I’m sorry to hear about the inconvenience you have experience while trying to resolve this. I’m 
glad to inform you that we removed the AMF from your account. We have also credited $177.00 
in total, which is amount billed to your account since 2012 when we acquired this account from 
****. 

I’ve enclosed a copy of your Customer Agreement which details everything about your account 
including the AMF. I’m also including a copy of the change in terms we sent when the account 
was converted to Capital One. 

This account has incurred AMF fees since it was established and was owned by ****. An 
AMF of $59.00 was billed every year in September when the account was owned by ****. We 
were able to obtain a copy of the original customer agreement that was sent when the account 
was established, and we confirmed you were provided a disclosure about the AMF. Please see 
enclosed copy. 

If you have additional questions or concerns, please call me at 800-955-1455. I am available to 
assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: ******* I am happy to 
help in any way that I can. 




Sincerely, 


**** ******, on behalf of Capital One 

10/29/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: When I opened my capital credit card I was guaranteed "Hassle free disputes" with other merchants. I filed disputes with two merchants, and both times I received hassle. In my first dispute, Capital One sided with the Merchant even though I provided concrete proof. I submitted emails from the merchant, in which the merchant acknowledged I asked for a refund in the allowed time frame. I also had a voicemail from the merchant. In my new dispute, I have photos validating my claim, and Capital One still sided with the Merchant. Capital One is in violation of it's advertising of "hassle free" services.

My complaint concerns: a Credit Card

Business Response: Dear ****** ******, 

This letter is in follow up to your concern submitted to the Better Business Bureau (BBB) 
regarding a disputed transaction with ****** ********* for $688.00. I have some 
information I’d like to share with you. 

On October 19, 2015, credits totaling $127.74 have been applied to your account. These credits 
are for $27.74 in interest charges billed to your account, and a $100.00 goodwill credit for any 
frustration this situation may have caused you. You will be able to see these credits on your 
November 2015 billing statement. 

We took another look into your dispute, and we are unable to provide a credit for the 
transaction. In order for us to refund the transaction, we would need to have a copy of a refund 
voucher or proof of cancellation. 

In our research we found that the merchant provided alternate accommodations, once the 
reservation and room error was discovered. The merchant has also offered a future travel credit 
for the inconvenience you experienced at the time of your arrival. If you still wish to dispute the 
charge, please contact the merchant and work directly with them on this matter. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 9:30 a.m. to 6 p.m. PT. When calling, please be sure to have the following 
six digit phone PIN available: ******. 

Sincerely, 



**** *******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Capital One fails to accept that I did not get the room that I was promised. The Hotel staff and *** *** did NOT provide me with any assistance when I needed. A room was available 4 HOURS after the time I scheduled. Most importantly, IT WAS NOT THE ROOM THAT WAS RESERVED. I provided Capital One with the emailed confirmation that CLEARLY stated my room was to be a deluxe junior suite with an ocean view. I did not get said room. I was fortunate enough to find family, to use their room to prepare for the wedding. Furthermore, I refuse to pay for something I did not receive. I cannot believe Capital One supports the deceptive practices of *** ***. By offering me vouchers, the company assumes I want to fly to Mexico and patron their resort again. The Hotel made too many mistakes for me to visit again. I would be foolish to make arrangements with such an establishment. I will never plan travels with *** *** again either. Capital One claims they need proof of cancellation. My statement to Capital One has continuously been that my room was given away prior to my arrival. The hotel cancelled my room! I do not understand how "executives" cannot comprehend that; the cancellation was at the hand of the hotel. Capital One has known this from the beginning of my complaint. When I was in Mexico, the Hotel and *** *** continued to blame each other. Now that I am safely in the United States, I am reversing the charges through my credit card company. The company that supposedly guaranteed "no hassle disputes." The time to offer any voucher, was at the time of incident. I cannot risk flying to the same hotel. I demand Capital One pull the $688 from *** *** as the company breached the initial contract that was made. By siding with the company that did not provide what they claimed they would, Capital One supports deceptive practices. 
Regards,

****** ******




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Additional Notes

Complaint: I TOLD THE REP. I AM NOT GOING TO BE HOME SO DO NOT MAIL OUT MY CREDIT CARD OUT. THE REP. STOP MY CARD AND MAILED OUT THE NEW CARD... NOW I HAVE NO MEANS OF FUNDS.

My complaint concerns: a Credit Card

Desired Settlement: OVER NIGHT THER NEW CARD....... THE REP SAID. TOO BAD WE ONLY MAIL IT OUT IF OUR CAR BREAKS DOWN OR IF YOUR DYING.

Business Response: Dear ******* ** *******, 

This letter is in response to the request you sent to the Better Business Bureau (BBB) about 
your credit card account. I am writing to follow up on our phone call about the fraud investigation 
that our agents conducted for your account between October 2, 2015, and October 6, 2015. 
This morning, I checked your account to confirm that your new was card delivered and 
activated. The account restriction has been removed. 

I am glad that I could help you with the courtesy credit that we posted to your account on 
October 6, 2015, but I also want to apologize. Capital One tries to provide the highest level of 
customer service for our customers, and we failed to meet your expectations in this case. 
Please let me assure you that we have provide feedback to the appropriate people. 

In your conversation with the account supervisor on October 4, 2015, you mentioned that the 
account restriction may have caused you to miss an opportunity to add some Rewards points to 
your account. As a courtesy, I have processed a $100.00 Rewards credit. 

Thank you for your patience while we were addressing your concerns. If you have any other 
concerns, please don’t hesitate to give me a call at ************, Monday through Friday from 
8:30 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six-digit 
phone PIN available: ******. I’m happy to help any way I can. 

Sincerely, 



**** *******, on behalf of Capital One 

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from Capital One in late February. I did not think much of it and did not open it as normally letters are only promotional interest rates, low fee checks, etc. Going through my records today I opened and read the letter to determine it was a change on the APR on my account. The change took my APR from 4.85% to 9.99% which is a outrageous increase of nearly 2 fold total and over 3 fold on the plus prime interest. I believe this practice is price gouging and unfair as I have been a loyal and responsible customer for several years.

My complaint concerns: a Credit Card

Desired Settlement: I believe the difference in credit charged between the 9.99% and the 4.85% should be refunded to be as well as my APR rate should be returned the promised prime +2% rate I signed up for under good faith when I got the card. The fact that Canada Prime has decreased over the years doesn't constitute a good rationale for the interest rates to have increased so drastically. The practice is simply unfair, while I understand Capital One likely doesn't want this interest rate to continue with new customers, I think fair practice should dictate honouring the agreement made with it's current customers with the prime plus 2% rate.

Business Response: Dear *** ********, 

We recently spoke with you by phone about a complaint that was escalated to our Executive Response Committee 
(ERC). We’re writing to confirm that we now consider the complaint closed. 

If you’re not satisfied with our response to your complaint, you can escalate it to the Capital One Ombudsman. The 
Capital One Ombudsman can be reached in the following ways: 

Email: ************************ 
Mail: Capital One Ombudsman, P.O. Box 511, Scarborough Stn. D, 
Scarborough, ON M1R 0A4 
Toll-free Fax: 1-416-549-2768 

Please note that if 90 days have passed since your complaint was received by the ERC (as noted above), you can also 
escalate it directly to the Ombudsman for Banking Services and Investments (OBSI). The OBSI can be reached in the 
following ways: 

Toll-free Telephone: 1-888-451-4519 
TTY Telephone: 1-855-TTY-OBSI (1-855-889-6274) 
Email: ombudsman@obsi.ca 
Mail: Ombudsman for Banking Services and Investments, 401 Bay Street, 
Suite 1505, P.O. Box 5, Toronto, ON M5H 2Y4 
Toll-free Fax: 1-888-422-2865 

Thanks for contacting Capital One®. 

Sincerely, 





* ******* 
Executive Response Committee 
Capital One Bank (Canada Branch) 

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10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Capital One refuses to reimburse me for a Microsoft Office that I did not receive or use after filing a dispute.

My complaint concerns: a Credit Card

Desired Settlement: To be reimbursed for $69.99 for a the product I have not received or use.

Business Response: Dear ***** ** *******,

This is a follow-up to your request to the Better Business Bureau (BBB) about a disputed 
*********** charge. Thank you for your patience while we resolved this. We apologize for 
any inconvenience this may have caused you. Please allow me the opportunity to address your 
concerns.

We’ve exchanged several letters with you about a transaction for $69.99 that was billed to your 
account by *********** on August 5, 2015. In case it’s helpful, I’ve enclosed copies of those 
letters.

After a review, we made a business decision to credit your account $69.99 for the disputed 
charge. You’ll see this credit on your November 2015 statement.

I understand that you have requested no further contact from Capital One. We will cease 
contact on this account per your request. We will not be able to contact you to inform you of any 
special offers available to the account. When required by law, Capital One must still send 
statements and contact you about any legal action that may result from the unpaid debt. Capital 
One is willing to work with you to resolve your debt, and you may choose to contact us at any 
time regarding this account.

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m glad to help any way I can. 

Sincerely,


**** ********* on behalf of Capital One

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

***** *******



10/27/2015 Billing/Collection Issues
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My credit limit is $500, and this company allowed a merchant to charge $657.70 OVER my $500 credit limit. HOW does that happen when my credit limit is only $500?

My complaint concerns: a Credit Card

Desired Settlement: I want my account corrected and this charge reversed.

Business Response: Dear ********* *******, 

This letter is in response to the concerns you filed with the Better Business Bureau (BBB), about 
the dispute you filed for the transaction charged on September 14, 2015, with ***** *******
*** ********* ** for $657.70. 

On October 14, 2015, we spoke over the phone and you advised me that you were disputing the 
amount of the transaction charged from the merchant mentioned above. You also said that you 
were concerned that we allowed the transaction to be approved, even though the charge was 
larger than your total credit limit of $500.00. Please allow me the opportunity to share more 
information about your case. 

On September 18, 2015, you told us that the transaction was unauthorized, we opened a fraud 
claim, and a credit was issued to the account for $657.70. We then determined that the 
transaction wasn’t fraudulent, but a disputed charge. The credit was then debited back to the 
account and we began a dispute case. 

On October 12, 2015, your account was provided another provisional credit for the disputed 
amount and we notified the merchant of your claim. The same day, we sent you a response 
letter informing you of our actions, and requested additional information. For your records, I 
have enclosed a copy of our response letters concerning the specific transaction. 

If you are still interested in continuing the dispute process, please follow the instructions as 
disclosed in the letter from October 12, 2015. I also faxed this letter to the fax number you 
provided me (************) on October 14, 2015. 

Rental agencies do have the right to bill your account regardless of your credit limit. To make 
sure you don't go over your credit limit, please confirm the merchant’s policy regarding possible 
future billings for extended use or damages. 


If you have additional questions, please call me at 800-955-1455, Monday through Friday from 
6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: ******. 

Sincerely, 



****** *****, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I will update this complaint once the claim with Capital One completed.

Regards,

********* *******




10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a credit card and it was charged off. it has been paid in full. yet capital one still continues to report it to the 3 credit reporting agencies, last updated in august. this was charged off in 2012, debt was sold and paid. so why is it still reporting. All 3 are saying something different from upid to charged off to paid. please address this. I would like to see this removed from all 3 credit reports. the constant updates on a debt you no longer owed for sometime are really hurting me. Thanks and I hope for a quick resolution

My complaint concerns: a Credit Card

Desired Settlement: I would like this tradline removed completely from all 3 credit reporting agencies

Business Response: Dear ******* ** ****, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about 
information we have reported to the Consumer Reporting Agencies (CRAs). I would like to 
share the status of your case. 

Due to delinquency, your account charged off on December 26, 2012, with a balance of 
$791.62, and was sold to Portfolio Recovery Associates, on March 24, 2015. I have confirmed 
that the account was reporting correctly with the CRAs as charged off and sold. If you have a 
recent credit report showing different information, please fax that to my attention at *******-
****. 

We have reviewed your information and came to the business decision to request the delete the 
account from your credit file with the CRAs. It may take up to 60 days for this update to reflect 
with the CRAs. For your reference of this update the AUD number is ********. In the 
meantime, if you have additional credit reporting questions, please contact the agencies directly. 

Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 P.O. Box 2000 P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 Chester, PA 19022 Columbus, OH 43216 
888-397-3742 800-685-1111 800-888-4213 800-540-2505 
www.experian.com www.equifax.com www.transunion.com www.innovis.com 


Our records show that the account was not paid in full with Capital One. If you have paid off the 
account with ********* ******** **********, please contact them directly at ************ to 
verify how they are reporting the account with the CRAs. If you have documentation from 
Capital One stating that the account was paid in full, please fax that to my attention at *******-
****. 







© 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. 



If you have questions or concerns, please give me a call at 866-280-0118, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: 973864. I am happy to help in any way that I can. 

Sincerely, 



********* *****, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,
******* ****



10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During these past two months, I've spoken to different phone operaters to reissue a new credit card due to me misplacing it. Was told five different times, that a new card was suppose to arrive in the mail, but unfortunately I have not received any card.

My complaint concerns: a Credit Card

Desired Settlement: Kindly asking for a replacement credit card to be sent to the address on-file and would like to add my daughter as an additional card holder. Her name is Ava Waddell. Same address and ssn ends in 8888 for security reasons.

Business Response: Dear ****** ***, 

I’m reaching out to you about your concerns directed to the Better Business Bureau (BBB) 
requesting a new card and to add an authorize user to the account. I have some information to 
share with you. 

I’m sorry for any frustration this may have caused. Our records show you filed a request with the 
BBB on June 13, 2015, with concerns regarding your account. Our response letter dated July 
31, 2015, stated that your account is permanently restricted as of March 19, 2015, due to 
payments received from a bank account you weren’t authorized to use, to pay your credit card 
bill. This letter also advised that we came to the business decision to credit the full balance on 
the account and to update the past due history on the account. For your review, I have enclosed 
a copy of this letter. 

Due to the permanent restriction, we are unable to add an authorize user or mail a new card to 
you as the account is no longer active. After review of the account, we confirmed you’ve spoke 
with our customer service representatives. Unfortunately, we don’t have access to the recorded 
calls as we record calls for training opportunity and may not have all calls available. 

If you have any questions or concerns, please give me a call at ************, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN number available: ******. I’m glad to help any way I can. 

Sincerely,


********* ******, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

****** ***



10/22/2015 Billing/Collection Issues | Complaint Details Unavailable
10/22/2015 Billing/Collection Issues | Complaint Details Unavailable
10/22/2015 Problems with Product/Service
10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a Capital One banker and Credit Card holder for many years. I had to recently open up a new credit card with a rival company to pay our daycare on a routine and standardized basis (they only take ********) so I paid off my Capital One and called to have it canceled since they charge an annual fee and I didn't want to leave the account open AND pay the fee. Once it was canceled, I asked the gentleman If I would have my rewards check mailed to me ($6.00 and change) and he said it was forfeited because I canceled. That is absolutely ridiculous! I earned those rewards and was a Cap One customer for 8+ years and extremely faithful. They should send me a check for what I was owed. If not, I will never think of using them again over greed. I agree it's only six dollars but it's the fact and principal. They are stealing from me.

My complaint concerns: a Credit Card

Desired Settlement: I would like my rewards

Business Response: Dear ***** ** ********* 

I’m reaching out to you regarding your concerns directed to the Better Business Bureau (BBB), 
about account rewards. I would like to share more information with you about this. 

I’m sorry for any frustration this may have has caused you, and I thank you for the feedback you 
provided. A refund check of $6.29 has been sent to the address listed above for your rewards 
points. You will receive the refund check within 15 business days of the date listed on this letter. 

I confirmed that your account was handled correctly. As long as your account is open you will 
not lose your rewards. However, if your account is closed, you will lose any rewards you haven’t 
redeemed. This information was provided to you on the application disclosure. For your review, I 
have enclosed a copy of the disclosure. 

If you have additional questions or concerns, please call me at 800-955-1455. I am available to 
assist you from the hours of 8 a.m. to 4:30 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: ******. I am happy to 
help in any way that I can. 

Sincerely,


********* ******, on behalf of Capital One 

10/22/2015 Problems with Product/Service | Complaint Details Unavailable
10/22/2015 Billing/Collection Issues
10/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is stated to have been a credit card which i never had ever used. this account does not and has never belonged to me! this company opened up an account for someone and now wants me to pay for their error. ****.... $709. per credit reports reporting to all three bureaus. They have also sold this account to portfolio recovery knowing that it is not mine and in dispute not letting them know of this! Portfolio has all new information new account numbers, dates, balance etc... this is not and has never been my account. They do not own so they should recall or remove their tradeline from all three of my credit report.

My complaint concerns: Other

Desired Settlement: removal of account ****... from my credit report or proof of all credits, debits, ids used to open all information available they have also sold this account to portfolio recovery knowing that it is not mine and in dispute not letting them know of this! ALONG WITH A GREAT BIG APOLOGY

Business Response: Dear ***** ********, 

I’m reaching out to you about your complaint submitted to the Better Business Bureau (BBB). 
We would like to try to help you with this. 

Before I can look into your concerns, I need to verify your information for security reasons. 
Please give me a call at ************ and provide me with the following: 

x The last 10 digits of your account number 
x The last four digits of your Social Security Number 
x Your date of birth 

Once I receive this information from you, I can check into this. If you have additional questions, 
please call me, Monday through Friday from 7 a.m. to 3:15 p.m., PT. I’m glad to help any way I 
can.

Sincerely,


****** *******, on behalf of Capital One 

10/22/2015 Billing/Collection Issues | Complaint Details Unavailable
10/22/2015 Problems with Product/Service
10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Problems with Product/Service
10/21/2015 Problems with Product/Service
10/21/2015 Problems with Product/Service | Complaint Details Unavailable
10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Billing/Collection Issues
10/21/2015 Problems with Product/Service
10/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Credit card paid in full months ago. I have called and requested my account to be closed several times without response. As I've been away for some time and didn't have access to my mail, I realize they've sent bills for fees I should not have accrued considering I requested my account to be closed several times. I also now have a delinquent reporting on my credit report.

My complaint concerns: a Credit Card

Desired Settlement: I would like the fees to be deducted and my credit report to be updated to reflect my request to close the account.

Business Response: Dear ****** ** ******, 

This letter is in follow-up to your concerns directed to the Better Business Bureau (BBB) 
regarding your account closure and information we’ve reported to the Consumer Reporting 
Agencies (CRAs). I have information to share. 

On February 10, 2015, you contacted Capital One requesting to close your account. On January 
19, 2014, a payment of $839.67 was received and it was returned on January 20, 2014, as it 
belonged to a bank account that we were unable to verify as belonging to you. 

On January 21, 2014, your account was placed with a permanent fraud restriction due to the 
returned payment. On January 30, 2014, you contact us and stated that a family member 
advised you that you could use the routing and account number even though it was not yours. 
This agent advised you that the restriction would remain permanent. 

For reasons listed above, on February 10, 2015, the agent had to transfer you to the fraud agent 
to process your request to close the account. However, the agent was unavailable and you were 
transferred to her voicemail. On February 18, 2015, the agent contacted you back and left you a 
voicemail requesting that you call her back to submit the request to close the account. Our 
records of your account shows that the agent was not contacted back and your account 
remained open. On October 5, 2015, we closed your account. We’ve taken another look into the 
handling of your account and confirmed there were not any errors. 

On August 5, 2015, the account was billed for the Annual Membership Fee of $39.00. On 
September 2, 2015, the account was billed a past due fee of $15.00. On September 5, 2015, 
the account was billed an interest fee of $0.69. On October 2, 2015, the account was billed a 
past due fee of $34.00. This balance of $88.69 has been credited to your account. This credit 
will appear on the October 2015 statement sent to you. The account balance is now zero. 



I have confirmed that we are not reporting past due payments on your credit file. Your account 
will now report as closed with a zero balance. It may take up to 60 days for this to reflect with 
the CRAs. In the meantime, if you have additional credit reporting questions, please contact the 
agencies directly. 


Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 P.O. Box 2000 P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 Chester, PA 19022 Columbus, OH 43216 
888-397-3742 800-685-1111 800-888-4213 800-540-2505 
www.experian.com www.equifax.com www.transunion.com www.innovis.com 


If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit PIN available: ******. I’m glad to help any way I can. 

Sincerely, 




********* ******, on behalf of Capital One 

10/21/2015 Billing/Collection Issues
10/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a secured credit card with capital one. I have been making payment arrangements with capital one who says on their website - if you need several months to make your payment - call us we can help. I have called and made payment arrangements - three payments at a time for the last month or so. at no time did they say my card was going to be closed. I even had three payment arrangements for the 28th, September 11, and sept 25th $25 each. they said that they were making special payment arrangements and late payments and over the limit charges would not be charged to help me catch up. I called two days ago to change one of my payments from the 28th to the 31st of august and they said that my account was closed. this has caused me great harm as I was relying on this credit card to help me rebuild my credit so I can purchase a house. now it is closed like a charge off on my credit report. closed - and reported as a negative account which hurts my credit score. I am upset because if someone would had told me that the $25 payment arrangements were not sufficient enough and that I needed to make at least this much by this date, I would have done whatever I could to make sure I had it paid. but when I made the $25 payment arrangements and no one said anything, I thought since I was making regular payments that my account was ok. someone should have said something to me instead of letting me believe that my payment arrangements were making a difference. now I have one more terrible mark on my credit report that hurts my score even more. instead of my plans to bring the balance down to 30 percent of the balance to help my credit improve, I am now worse than I was because I was not told the true status of my account over the many many payment arrangements I have been making.

My complaint concerns: a Credit Card

Desired Settlement: I want my credit card put back to active status so that I can make my payments and bring it current so that this card can help my credit instead of hurting my credit. I have a 2nd regular credit card that I have been making payment arrangements on as well. what is the status of this card? are you going to charge this off even though I am making payments?????? my card was closed when I had payment arrangements and have been making payments. I know all of the payments I have been making, I could not be as far behind as you say I was.

Business Response: Dear ******* ** *****, 

This letter is in response to the concern you sent to the Better Business Bureau (BBB) about the 
status of the accounts listed above. 

We’ve tried to contact you to discuss what potential options may be available to resolve your 
concerns regarding each of the accounts listed above, but we haven’t been able to reach you. I 
would like to speak with you at your earliest convenience. As a courtesy, we have credited 
$100.00 to your account ending in ****. I’ve also found the following information that I’d like to 
share with you. For clarity, I’ll address each account separately. 

Account Ending in **** 

On February 15, 2015, you made a payment of $60.00, which was returned by your bank. 
According to our records, we sent you a letter on February 21, 2015, stating that your account 
was two payments behind. The letter also explained that a minimum payment of $163.00 was 
due by March 15, 2015, to bring your account up-to-date. As shown on the March 2015 
statement, a minimum payment of $182.00 was due by April 15, 2015. This statement also 
explained that the account had been suspended. 

On April 15, 2015, you contacted us by phone and authorized three future payments for $35.00 
each. Those payments were scheduled for April 25, 2015, May 9, 2015, and May 23, 2015. As 
shown on your April statement, however, your account remained suspended. 

On May 8, 2015, you contacted us by phone to cancel the payment previously scheduled for 
May 9, 2015, and to schedule two additional payments. The first payment was scheduled for 
May 9, 2015, for $38.00, and the second payment was scheduled for May 23, 2015, for $35.00. 
The agent you spoke with provided information about the status of your account. Your May 
statement also showed that your account was still suspended. 

Your June statement showed that your account remained suspended. On June 22, 2015, we 
sent you a letter explaining that making a payment of $184.00 by July 15, 2015, would bring 
your account current and help you avoid having your security deposit applied to your balance 
and your account closed. 



You contacted us on June 29, 2015, to schedule three future payments. The first payment was 
scheduled for July 3, 2015, for $30.00, and the other two payments were for $25.00 each, and 
scheduled for July 17, 2015, and July 31, 2015. You contacted us again on July 7, 2015. We 
discovered that your payment information had been entered incorrectly by our agent when you 
contacted us on June 29, 2015, to schedule payments. We corrected that issue during the July 
7, 2015, call. However, the account remained past due and suspended, as shown on your July 
2015 statement. Also, according to our records, the July 17, 2015, payment was not honored by 
your bank. 

On August 14, 2015, you contacted us to schedule three additional payments in the amount of 
$25.00 each. The payments were scheduled for August 28, 2015, September 11, 2015, and 
September 25, 2015. However, due to the status, and as shown on your August 2015 
statement, we restricted the account on August 18, 2015. 

On September 8, 2015, we mailed you a letter explaining that we were closing your account, 
and that your card was no longer active. We applied your security deposit of $1,250.00 to the 
balance. We also credited the past due fee of $24.61, and the Annual Membership Fee of 
$24.00, that billed to the account in August 2015. 

As explained above, information about your account status was provided in your monthly 
statements and in the letters sent to you. However, I’ve tried to contact you to discuss what 
potential options may be available to resolve your concerns regarding this account. I would like 
to speak with you at your earliest convenience. Please contact me at the number below. 

Account Ending in **** 

The account ending in **** became past due on April 27, 2015, when we didn’t receive your 
minimum payment of $27.00, due by that date. The account became further past due and then, 
as shown on your May 2015 statement, was restricted. 

According to our records, we sent you a letter on June 6, 2015, stating that your account was 
two payments behind. The letter also explained that a minimum payment of $143.00 was due by 
June 27, 2015, to bring your account up-to-date. You contacted us on June 29, 2015, to 
schedule three future payments. The first payment was scheduled for July 3, 2015, for $30.00, 
and the other two payments were for $25.00 each, and scheduled for July 17, 2015, and July 
31, 2015. As shown on your June 2015 statement, however, your account remained restricted. 

You contacted us again on July 7, 2015. We discovered that your payment information had 
been entered incorrectly by our agent when you contacted us on June 29, 2015, to schedule 
payments. We corrected that issue during the July 7, 2015, call. However, the account remained 
past due and restricted, as shown on your July 2015 statement. Also, according to our records, 
the July 17, 2015, payment was not honored by your bank. 

On August 7, 2015, we sent another letter regarding the status of your account. In that letter, we 
explained that a minimum payment of $183.00 was due by August 27, 2015, to bring your 
account up-to-date. We also explained that a $30.00 payment made by August 27, 2015, would 
prevent the account from falling further past due. You contacted us on August 14, 2015, and 
scheduled three future payments of $25.00 each for the following dates: August 28, 2015, 



September 11, 2015, and September 25, 2015. As shown on your August 2015 statement, 
however, your account remained restricted. 

You contacted us on August 24, 2015, and cancelled the payments you scheduled on August 
14, 2015. You also scheduled three new payments for the following dates and amounts: August 
31, 2015, for $30.00; September 11, 2015, for $25.00; and September 25, 2015, for $25.00. On 
August 29, 2015, you cancelled the payment scheduled for August 31, 2015. You made an 
online payment of $5.00 on September 12, 2015. As shown on your September 2015 statement, 
however, your account remained restricted. The account currently remains restricted. 

As explained above, information about your account status was provided in your monthly 
statements and in the letters sent to you. However, I’ve tried to contact you to discuss what 
potential options may be available to resolve your concerns regarding this account. I would like 
to speak with you at your earliest convenience. Please contact me at the number below. 

If you have any questions or concerns, please give me a call at ************, Monday through 
Friday, from 9 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six 
digit phone PIN available: ******. I am happy to help in any way that I can. 

Sincerely, 



******* ******, on behalf of Capital One 

10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Problems with Product/Service
10/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Have a unsecured credit card, and I applied for an increase and I have made more than required payments and was denied ever single time, for the month of September i made over $400.00 In payments. Yesterday I applied again and again I was denied, this time the letter stated that i had a return payment. On my last payment of 130 the bank returned it because I tried to pay through my savings which I didn't know so I moved my money to my checking and made a $139 payment. First of all,this was not a required payment I had paid that plus more. I called CO and they informed me I needed to wait 2-3 month for this to clear up in their system. I don't think that is fair. I know i have provided my credit worthiness and I should be issued an increase.

My complaint concerns: a Credit Card

Desired Settlement: I earned an increase to my credit limit.

Business Response: Dear ********* ** ****, 

I’m reaching out to you regarding your concerns directed to the Better Business Bureau (BBB) 
regarding a credit limit increase. I have some information to share with you. 

Thank you for speaking with me on October 2, 2015, I was able to submit your request for a 
credit limit increase. Congratulations! I have confirmed that the credit limit for your account has 
been increased to $700.00. This increase is effective as of October 5, 2015. 

I would also like to apologize for any frustration you may have experienced when requesting a 
credit limit increase. I have applied a $50.00 credit to your account. The credit will appear on 
your October 2015 statement. 

In your letter you mention you received a declined letter stating that you had a return payment. 
A review of your account has confirmed that it was handled correctly and Capital One may look 
at a variety of factors as far as on-time payment history, average monthly payment amount, 
credit bureau information, and credit score. This information and more about credit limit 
increases can be found at www.capitalone.com/creditlineFAQ. 

If you have questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: 973864. I am happy to help in any way that I can. 

Sincerely, 



********* *****, on behalf of Capital One 

10/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is in regards to a credit card that I have with capital one with a balance of $654 here is what happened: 1. Capital one failed to provide me a statement and notification online that my statement was available 2. As a result capital one reported my account 60 days late. 3. Because of this I am having difficulty getting a mortgage for a home for my son and I. 4. Their website was changed and because of this tgeir website is unavailable on my computer. I am a cancer survivor, single mother and disabled veteran. This negative information is detrimental to my child and myself financially.

My complaint concerns: a Credit Card

Desired Settlement: Correction to my credit report to all 3 bureaus. Paper statements since I can't access their website and capital one doesn't notify me via email that my statement is available.

Business Response: Dear ********* *****, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about 
information we have reported to the Consumer Reporting Agencies (CRAs). I would like to 
share the status of your case. 

Our records show your concerns were addressed in our July 1, 2015, response letter. I have 
enclosed a copy of that response for your review. We respectfully decline your request to 
update the reporting on your account to remove delinquencies as we have confirmed that we 
are reporting accurate information about your account’s status to the CRAs. 

Although we have confirmed that you are receiving email and text alerts about your account 
status and availability of biling statements, and that you have logged on to online banking and 
viewed such statements, I neverless updated your account preferences based on your 
complaints. You will start receiving paper statements again to the address we have on file within 
the next 1-2 billing cycles. 

If you have additional questions or concerns, please call me at ************. I am available to 
assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: ******. I am happy to 
help in any way that I can. 

Sincerely, 


**** ******, on behalf of Capital One 

10/21/2015 Problems with Product/Service
10/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a motorcycle through Capital One/****** over two years ago. The bike was stolen, and a police report was provided. When I spoke with someone with Capital One/******, they stated they would updated the credit report as a charge off/repossession as they had sent some to take the bike away, however it was stolen. The insurance on the bike would not pay out because it was less then 60 days old. However Capital One keeps selling the account to a collection account, even though they promised to mark it as a charge off/reposseion. I need the account deleted or updated to be a repossession/charge off.

My complaint concerns: a Credit Card

Desired Settlement: I would like the credit report to be back to only capital one/****** as a charge off and no longer sold to collections

Business Response: Dear ******* *******, 

I’m reaching out to you regarding your concerns to the Better Business Bureau (BBB), about 
information we have reported to the Consumer Reporting Agencies (CRAs). 

I understand there is confusion in the way we reported your Yamaha account to the CRAs. Your 
account was established on June 21, 2013, with a total limit of $18,600.00. You stated the 
motorcycle was stolen on July 10, 2013, and you filed a police report on July 11, 2013, but you 
did not provide a copy of this to us until April 14, 2014, which was 9 months after the loss. 

Your account charged off on July 31, 2014, with a balance of $16,854.20. The account was sold 
to ***** *** on August 14, 2014, and they became the legal owners. If you need to contact 
them, you may call them directly at 877-304-0146. 

We were not able to find any record of advising that we would change the reporting of your 
account from charged off and sold to charge off and repossessed. On April 11, 2014, when you 
called us to report the loss, we told you we would update our records and close the repossesion 
order. We do not use the repossession information to report to the customer credit profiles. 

Your account is being reported to the CRAs as charged off and sold to ***** ***. We’re 
reporting your account accurately as charged off and sold. This is why we are not able to 
change the way we are reporting your account to the CRAs. 

If you have additional questions or concerns, please call me at 866-280-0118. I am available to 
assist you from the hours of 9:30 a.m. to 6 p.m. PT, Monday through Friday. When contacting 
me, please be sure to have the following six digit phone PIN available: 973864. I am happy to 
help in any way that I can. 

Sincerely, 


**** ******, on behalf of Capital One 

10/20/2015 Advertising/Sales Issues
10/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/02/15 I made a payment to Capital One in the amount of $25 and received confirmation that this was paid. On Monday 10/5/15 I was told the money was never taken from my account right away and now there are insufficient funds, however I still have confirmation that this was paid. I called and spoke with several reps who stumbled over every possible excuse as to why the money was not taken out, even though I have confirmation that it was. I am willing to pay every cent other than the $25 that they now say I still owe because the money was not taken out right away even though my confirmation tells me otherwise. Capital One should be held responsible for the $25 as I have no control over their internal payment system

My complaint concerns: a Credit Card

Desired Settlement: To have the $25 removed from my statement

Business Response: Dear ****** ********, 

I’m reaching out to you about your complaint to the Better Business Bureau (BBB) about a 
payment made onto your account. We do take your concerns seriously and I have more 
information to share about this. 

As a courtesy, I have issued a credit in the amount of $25.00. You will see this adjustment on 
your October 2015 billing statement. 

Our records show a payment was scheduled on October 2, 2015, in the amount of $25.00 from 
your Capital One checking account ending in ****. The payment posted on your account on the 
same day. Unfortunately, the funds did not deduct from your checking account on the same day, 
due to normal processing times for deducting funds. On October 6, 2015, the payment was 
returned due to insufficient funds. We sent you a letter dated October 14, 2015, advising you of 
this information. I have enclosed a copy for your records. 

Thank you for letting us know about your experience. We are always looking for ways to 
improve the level of service we provide and sincerely appreciate your feedback. 

If you have additional questions, please call me at ************, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: ******. I am happy to help any way I can. 

Sincerely, 



***** ******, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

****** ********



10/20/2015 Problems with Product/Service
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Additional Notes

Complaint: I was contacted by Capital One and told that my credit card information, as well as several thousand others, had been compromised and for the 5th time in 3 years I would need to close my account and have a card reissued. While I can appreciate that this type of fraud is happening more and more often in a world where data bases are hacked on a regular basis, I had one very simple question. Where was my data hacked? As a victim of the fraud, I have a right to know. I'm being told that I will not be given that information. This is similar to having my car stolen, the police stating that they know who stole it, but they will not tell me. I have called Capital One twice, engaged in 2 irritating chat sessions., asked for someone to call me with an answer to my question and have yet to have a call initiated by Capital One to me. I can only assume that either Capital One's data base was hacked and they don't want the word to get out or that they are protecting a large merchant who is more important to them than me. In fact, Stanley, the last person at CO that I talked to, told me as much, stating that merchants have rights, too or that maybe I could call local law enforcement and they could tell me. Really?? So patronizing and insulting.

My complaint concerns: a Credit Card

Desired Settlement: I want to know where my information was compromised.

Business Response: Dear ***** ** *****, 

This is a follow-up to your request to the Better Business Bureau (BBB) about information 
pertaining to a recent compromise. Thank you for your patience while we resolved this. We 
apologize for any inconvenience this may have caused you. Please allow me the opportunity to 
address your concerns. 

On September 11, 2015, Capital One received information that your account number, along with 
others, was compromised; however, we did not receive information on which merchant was 
compromised. Upon receipt of the information, we filed a lost/stolen report, closed your old 
account number ending in ****, and transferred your balance to a new account number ending 
in ****. We understand that it can be frustrating when your account number changes when you 
least expect it. We strive to provide as much information as possible when these things happen. 

You stated that you spoke with one of our associates about the compromise and your 
experience wasn’t what you expected. We appreciate your feedback and we’ll forward this 
information to the appropriate parties. Because the source of the compromise is still under 
investigation, we are unable to provide where the compromise took place. Our Investigations 
Department will continue to monitor all risks and refer all necessary information to law 
enforcement. Rest assured, our Fraud Protection Department monitors our customer’s accounts 
24 hours a day, seven days a week. We are proactive in safeguarding our customer’s 
information. If there is any suspicious activity on your account in the future, we’ll inform you 
immediately. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I’m glad to help any way I can. 

Sincerely, 


**** ********, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *****




10/15/2015 Problems with Product/Service
10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i had a credit card with capital one My account was restricted and i had requested them to close my account but capital one did not close my account and applied annual fee to the account which i was not aware ofl. The account went past due for 2 months in june and july and is till being reported to the bureau as late. I kindly request BBB to let capital one correct my account reflected on the my credit report as never late or removed from my file entirely. Thanks

Desired Settlement: I want capital one to remove late payment history from the credit reports.

Business Response: Dear **** *****, 

This letter is in response to the request you sent to the Better Business Bureau (BBB) about 
your secured credit card. We are honoring your request to remove the past due reporting for this 
account. I have provided details below. 

After a thorough investigation into the facts and circumstances of your case, we made the 
decision to remove the past due payment history from your credit file as requested. An update 
has been submitted to the Consumer Reporting Agencies (CRAs) to remove the past due 
reporting for June and July 2013. The confirmation number for this request is ********. Please 
note, it may take up to 60 days for the agencies to update their records. 

Our records show that this account was opened on March 20, 2012. On January 29, 2013, the 
account was restricted due to possible fraudulent activity. On September 19, 2014, the account 
was closed because the balance was due only to fees and interest that were charged. After the 
account closed, we sent a request to the CRAs to remove the past due reporting for October 
2013 through September 2014. We have confirmed that the account is not being reported as 
past due for those dates. The account is currently being reported as closed by the consumer 
with a $0.00 balance. When the CRAs remove the past due reporting for June and July 2013, 
there will be no negative reporting for this account. 

Thank you for your patience while we were addressing your concerns. If you have any other 
concerns, please give me a call at 800-955-1455, Monday through Friday from 8:30 a.m. to 5 
p.m. ET. When contacting me, please be sure to have the following six-digit phone PIN 
available: ******. I’m happy to help any way I can. 

Sincerely, 



**** *******, on behalf of Capital One 

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Additional Notes

Complaint: I can't believe I have to resort to filing a complaint on here. But from the looks of it no one wants to help me or make the effort to get my money back. But recently I had canceled my card because my neighbour gave me my credit card he found at ** ********* *** However I had it in my possession my card. I called in and asked why there was an exact replica of my card. The woman on the phone bluntly stated that I requested a new card when I had not. Anyhow I noticed some charges that occurred in Whitehall PA and a few other places I had not been to. I filed the report I was asked to mail in my forms. They were recharged because they did not get the form. So I faxed it in and the woman who called said she saw no fraud. Um hello I didn't make most of those charges what would you call them? I did make a few charges that I had to dispute because of non receipt but someone marked it as fraud I don't know why and now no one will help me. I can't be reached by phone because I live in a Dead Area. So mostly email.

My complaint concerns: a Credit Card

Desired Settlement: To proceed to reclaim my monies from these agencies.

Business Response: Dear ***** *******, 

I’m reaching out to you about your concerns filed with the Better Business Bureau (BBB) 
regarding fraudulent transactions on your account. 

I’m sorry for the frustration this situation may have caused you. As a courtesy to you, I have 
credited your account $100.00. This credit will appear on your September 2015 billing 
statement. 

On July 17, 2015, a caller who verified your personal information requested a new card be 
issued. On August 14, 2015, you called our Customer Service Department to notify us that you 
did not make this request and of the potentially fraudulent transactions on your account. At this 
time, a fraud case was opened and several transactions were identified as potentially 
fraudulent. 

On September 4, 2015, ***** *. in our Fraud Department reached out to you to complete the 
research into your fraud case. When you spoke with *****, you confirmed that several of the 
transactions were valid. A letter was sent to you on September 4, 2015 (copy enclosed), 
confirming these transactions were valid and would be billed back to your account. 

Listed below are the transactions that were deemed to be fraudulent transactions and were 
credited to your account: 














Date Merchant Amount 
August 3, 2015 ******** $22.28 
August 7, 2015 ****** ******* $16.68 
August 7, 2015 ****** ******* $3.37 
August 12, 2015 ***** *** $20.00 
August 12, 2015 ****** $15.55 
August 12, 2015 ****** ***** $30.13 
August 12, 2015 ****** **** $4.79 
August 12, 2015 ***** ****** $3.37 
August 12, 2015 ***** ****** $35.89 

If you have additional questions, please give me a call at 800-955-1455, Monday through Friday 
from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I’m happy to help in any way I can. 

Sincerely, 




******** ***** on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

those are correct as fraud. How ever I have faxed a letter an added those that aren't mine and should also be added. I did not add a second card. 

Regards,

***** *******




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Additional Notes

Complaint: Being defrauded for charges made on an existing credit card in which I did not authorize and Capital One is outrightly refusing to stop the said company ** **** ******* for charging my account in coordination with ******** *********** and ****** ***** and **** ** ******* .FYI ** **** ******* the alledged company is non existent and is npot even a recpognized business on the Better Business Bureau lists.

My complaint concerns: Other

Desired Settlement: Billing readjustments and the unauthorized charges be written off my account .

Business Response: Dear ******** ** *****, 

I’m reaching out to you about your concerns sent to the Better Business Bureau (BBB) 
regarding charges from ******** *******. We take your concerns seriously, and we’re 
glad to share more information about this. 

I’ve credited the account for the charge of $59.95 billed on August 23, 2015, by ******** 
*******. In addition, I have credited the account for the interest charges of $11.90 billed on 
September 28, 2015. These credits will appear on your October 2015 statement and are 
permanent. We had previously credited you for the charge of $4.95 billed on August 11, 2015, 
and the credit appeared on your August 2015 statement. 

Please allow me to explain what occurred. On August 28, 2015, we temporarily credited your 
account for the disputed charge of $59.95 from August 23, 2015, with ******** *******, 
while we reviewed your dispute. Per the letter we sent you, dated August 27, 2015, we let the 
merchant know about your dispute and explained we were required to give the merchant time to 
contest it. The merchant responded to us and provided supporting documentation showing the 
charge as valid. Based on this information, we rebilled the charge to your account and sent you 
a letter dated September 16, 2015, requesting additional information from you to support your 
claim and further dispute the charge. However, as we have credited the charge as a courtesy, 
no further action is needed on your part. 

Unfortunately, the transaction does not qualify for us to block the merchant from charging to 
your account. As of the date of this letter, there have been no further charges from this 
merchant on your account. If you feel you would like to change your account number, please 
contact our Customer Service Department at 800-955-7070, to process the change. 



If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I am happy to help in any way that I can. 

Sincerely, 



****** *****, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

******** *****

Sincerely thankful .

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Additional Notes

Complaint: We're trying to access a checking account we opened five years ago but you refuse to grant us access to the account, despite us having all our credentials. Previously we were able to access the account, but you would not allow us to withdraw our OWN money out of the account! What kind of a bank does this??? And now you've gone and locked down our account for no reason, and we have $300+ just sitting in there that we want to take out so we can be done with you and your awful service. Instead, you're making my father call when he's not even located in the US anymore. Does he really need to deal with the time difference and the hassle of making a long distance call when we just want to take our own money out? What kind of a bank does this to its own customer? A horrible bank like you that's who. All we're trying to do is access to the account so we can transfer the money back to THE SAME ACCOUNT that we used to transfer the money in in the first place. We're not trying to withdraw it at the ATM or even transfer it to a different account, so we don't even know what the problem is in the first place. Basically as soon as this account was created and we stupidly transferred the money in, it was locked and we were unable to withdraw or transfer the money out again. Seriously outrageous.

My complaint concerns: a Banking Account (Checking)

Desired Settlement: LET US WITHDRAW OUR OWN MONEY!!!!

Business Response: Dear *****, 

We reviewed the concerns you expressed to the Better Business Bureau and we wanted to 
follow up with you. It’s important to understand that we take security very seriously, especially 
when we don’t get to meet our Customers face-to-face as with our direct banking Capital One 
360 accounts. Part of this security is making sure we’re able to verify each Customer’s identity 
and account activity to avoid any possible fraudulent activity. 

While we understand you’d like us to remove a restriction on your father’s account and close it, 
for security reasons, we’re unable to do so without speaking to your father first, and we’re 
unable to make an exception. Please have your father give us a call at 1-866-877-2995, and an 
Associate will be happy to assist him. You mentioned that he’s no longer in the U.S., so he can 
call us collect at 1-302-658-9593. We’re available from 8 AM to 11 PM ET Monday through 
Friday, and 8 AM to 6 PM ET on Saturday. 

If you’d like to discuss this further, I can be reached at 1-302-255-3277. I’m available from 8:30 
AM to 5:00 PM ET, Monday through Friday. 

Thanks, 



***** *******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Seriously, I don't understand why they make it so difficult to close an account and why they're making us go through all this trouble. No we do not accept their response, and we want to get our **** money back!!

Regards,

***** **




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Additional Notes

Complaint: Incessant, borderline on abusive and harassing mailing and advertising practices. I have emailed Capital One customer support, I have reached out to Capital One twice via social media (*******), I have marked every single letter as "Return To Sender" and even paid additional postage and proceeded to do this until my postman refused to deliver these letters any longer. The fact that a company is so awful and incessant at marketing that there are people in the world who feel they are being abused and harassed by Capital One, so much so that they must file a complaint with the BBB says a lot.

My complaint concerns: Other

Desired Settlement: For Capital One to NEVER ever contact me again, permanently. Not "remove yourself from our mailing list for 5 years" I wished to be removed from their mailing list PERMANENTLY for the remainder of my entire lifespan, 100+ years.

Business Response:

Dear ******* ** *********, 

This letter is in follow-up to your concerns with the Better Business Bureau (BBB) about 
solicitations that you are receiving. I’m sorry for any inconvenience this may have caused you. 

As of September 3, 2015, we have removed your name and address from our solicitation 
database. However, you may need to do this for any variation in the spelling of your name or 
address. Please allow 30 days from the date of this letter for all mail from us to stop. This 
means you’ll no longer receive any offers from us. 

In your submission to the BBB you stated that you emailed customer support and reached out 
through social media, but we do not show that you previously contacted us to be removed from 
our solicitation database. 

Pre-screened credit card offers are compiled from information obtained from the Consumer 
Reporting Agencies (CRAs). When you opt out of pre-screened offers, your credit profile 
information will no longer be reviewed for a potential credit card application. Pre-screened credit 
card offers are compiled from information obtained from the CRAs. 

If you do not want to receive prescreened offers of credit from this and other companies, call the 
CRAs toll-free, 888-5-OPT-OUT (888-567-8688); or write them individually at: 

Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 P.O. Box 2000 P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 Chester, PA 19022 Columbus, OH 43216 
888-397-3742 800-685-1111 800-888-4213 800-540-2505 
www.experian.com www.equifax.com www.transunion.com www.innovis.com 



If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way I can. 

Sincerely, 

***** ******, On Behalf of Capital One


10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up my August payment for 8/7/15 and for some reason the system did not process it. I was charged a $25.00 late fee and never notified about the payment not being processed. I don't feel I should be responsible for a problem with their system.

My complaint concerns: a Credit Card

Desired Settlement: I would like the $25.00 fee removed.

Business Response: Dear ***** ** ********, 

I’m reaching out to you about your concerns you sent to the Better Business Bureau (BBB) 
regarding your August 2015 online payment and the past due fee. 

Thank you for providing me with the opportunity to look into this for you. As a courtesy, on 
September 10, 2015, I issued a credit to your account for the $25.00 past due fee that billed on 
August 7, 2015. Please allow up to 72 hours for this credit to post, and it will appear on your 
October 2015 statement. 

According to your account login information, your online account was accessed on July 10, 
2015, and July 14, 2015. During those logins only the account balance and pending 
transactions sections were viewed. The online banking section used to set up payments on your 
account was not accessed and a payment was not set up for your August 7, 2015 due date. 

Anytime the required minimum payment is not received the account is subject to past due fees 
and interest charges per the Terms and Conditions that were provided when the account was 
opened. We notify our customers of the status of their account on a monthly basis by providing 
the statement. Additionally, customers have the option of setting up alerts on their accounts in 
order to be notified when certain actions occur (ie. Payment is past due). 

We are only able to communicate with you using the methods that you have given us 
permission to use. In your case, your online preferences are only set to notify you if your 
payment has posted and when a payment is scheduled. If you would like to be notified by email 
about other alerts for your account, please login online and provide us with the permission to do 
so. Below I have outlined some other alert preferences available online: 

? Payment is 2 days past due 
? Payment due notice sent days before due date 
? Minimum payment not posted 








I trust that my response has addressed your concerns. If you have additional questions or 
concerns, please give me a call at ###-###-####, I am available from 7 a.m. to 3:30 p.m. PT, 
Monday through Friday. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I am happy to help in any way that I can. 

Sincerely, 



****** ********, on behalf of Capital One 

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9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I APPLIED 1 TIME FOR CREDIT FROM CAPITAL ONE.FOR SOME REASON THEY HAVE 12 DIFFERENT HARD INQUIRIES ON MY CREDIT REPORT.I DO NOT HAVE ANY KNOWLEDGE ON WHY OR HOW CAPITAL ONE WOULD HAVE TO RUN SO MANY INQUIRIES WITHOUT ME STARTING THE PROCESS WHICH I DID NOT.THIS REALLY HAD AN EFFECT ON MY CREDIT SCORE WHICH REALLY MAKES ME UPSET.

My complaint concerns: Other

Desired Settlement: REMOVE ALL HARD INQUIRIES THAT CAPITAL ON HAS ON MY CREDIT REPORTS.

Business Response: Dear ****** ***********, 

This letter is in response to the concern you sent to the Better Business Bureau (BBB), about 
the inquiries reflecting on your credit file. In your request you stated that you applied for a 
Capital One account only once. However, you stated that there were 12 hard inquiries reporting, 
and you would like all the inquiries removed. Thank you for your patience while we researched 
this matter. 

After reviewing this information, we confirmed that there were a total of six inquiries reflecting on 
your credit file from Capital One. Out of the six inquires; we made the business decision to 
remove one inquiry dated June 16, 2014. We found that the other inquiries are valid, and will 
remain on your credit file. Please allow me to provide further details of our research findings. 

We received internet applications for credit on June 16, 2014, December 10, 2014, December 
13, 2014, January 13, 2015, June 29, 2015, and August 9, 2015. These applications were not 
approved and letters were sent providing the reasons for the declines. I have enclosed copies of 
these letters for your review. We verified that the name, address, phone number, and email 
address used on the valid applications link to you in public records. The Social Security number 
and date of birth used on the applications match information on your credit file. In addition, the 
information you provided on your request to the BBB also match what we found in public 
records. 

Finally, we were unable to link you to the address provided in the application we received on 
June 16, 2014. However, all other personal information provided linked to you in public records. 
As mentioned above, we submitted a request to have this inquiry removed. We ask that you 
please allow the Consumer Reporting Agencies (CRAs) 60 days to update this information. We 
are unable to determine how these inquires may impact your credit score. Please reach out to 
the CRAs for further information. 



If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 9 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six 
digit phone PIN available: 858834. I am happy to help in any way that I can. 

Sincerely, 



******* ******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

i contacted capital one,the fraud department agreed this was a cause of fraud.like i told them i applied for a secured card on december 10th 2014 and a business card august 2014.the rest were not done by me.as for 6 inquiries.thats 6 per credit agency total of 18.why did the capital one fraud department agree to send letters to credit bureaus.now you have a different answer.this is very damaging to my credit report im trying to fix.i want 12 removed from my credit reports and stop accepting applications in my name.as for the letters you sent.i have never seen any letters sent to this address.so now where are they getting sent to?all i want is 12 inquiries i didnt not apply for or give anyone permission to apply for.also for you to stop any applications sent in with my name on them.

Regards,

Dennis Hildebrandt




9/21/2015 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I completed a transfer online from an external account to a Capital One 360 Savings and was never informed about the required 5 day hold at the time of the transfer. The only message displayed at the time of the transfer was that the transfer would be completed by September 4th, 2015. It was not until the money left my external account and was in the activity of the Capital One 360 Savings that I had knowledge of any hold. The activity reads that the money will not be available until September 14th, 2015. I called customer service and was informed that I should have been informed and that there was nothing I could do but wait. They would not do a partial release of the funds either.

My complaint concerns: a Banking Account (Savings)

Desired Settlement: A release of $1,000 and a revaluation of your transfer website.

Business Response: Dear ********, 

We’re writing in response to the complaint you filed with the Better Business Bureau (BBB) 
regarding the hold on the $30,000 transfer from your ** ****** ***** checking account 
xxxx**** to your 360 Savings xxxx**** on September 4, 2015. We understand that when 
scheduling the transfer online, our website advised the funds would transfer on September 4, 
2015. 

Please know that we reviewed your web session from September 4, 2015. During the session, 
you requested to transfer $30,000 from your ** ****** ***** checking account xxxx**** to 
your 360 Savings xxxx****. We confirmed that on the “Validate” and “Confirmation” pages, the 
website correctly advised the funds would be available on September 14, 2015. For your 
records, we enclosed screenshots of your web session showing the availability date with this 
letter. As stated in the Terms and Conditions for 360 Savings, these types of deposits are on 
hold for 5 business days. As a result, we’re unable to remove the hold on the funds prior to that 
date. 

To review the Terms and Conditions, please visit 
https://home.capitalone360.com/terms_360savings. 

If you have any additional questions regarding this matter, please give me a call at 1-302-255-
3277. I’m available from 8:30 AM to 5:00 PM ET, Monday through Friday. 


Thanks, 



***** *******, on behalf of Capital One

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Additional Notes

Complaint: I signed up for a cashback checking account with Capital One. I was told when I sign up and as clearly stated in the terms and conditions, that I would get $0.10 cashback for every withdrawal transaction without minimum amount. However, they arbitrarily decide after the fact that they did not want to reward me for the small $1 bill pays I made to my credit cards, and yet they refused to tell me at what minimum amount they would count it for the cash back. Another words, false advertisement for their cashback checking program, do not abide their original terms and conditions, and changing the rules without providing customers with a updated terms and conditions, and refused to provide customers with clear explanations of terms and conditions.

My complaint concerns: a Banking Account (Checking)

Desired Settlement: I would appreciate if the company would honor all my withdrawal transactions and reward me for them regardless of amount. If they should choose to change their terms and conditions, send me the updated clear and easy to understand/follow set of terms and conditions with no contradictions (make sure to include the effective date).

Business Response:  Dear Ms. **: 

We are writing in response to the complaint that you filed with the Better Business 
Bureau (BBB) regarding the cashback disclosures on your Spark Business Cashback 
Checking account. 

We have reviewed the account, and according to our records you should be earning 
$0.10 on each debit card purchase, withdrawal, or electronic bill pay regardless of the 
transaction amount. 

In addition, we do see $9.40 posted to your rewards account on August 28, 2015. 

Please be advised the rewards may take up to 60 day to be posted to your account for 
prior month. 

We do apologize for the confusion and want to make you aware our disclosures as of 
today have not changed. 

If you have additional questions or concerns, please reach out to us at 1-800-655-2265. 
We are here from 7:00 a.m.-11:00 p.m. EST, 7 days a week. 


Sincerely, 

***** ******** 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the business's honesty in recognizing the validity of my complaint. However they still have not fully credited my account with the appropriate for all the debits that were made on my account. The special reward of $9.40 that was credited on 8/26 seem somewhat arbitrary to me since it does not correspond to all the debits I made in the previous month.  I understand that the rewards may take up to 60 days, so I will be looking to see if they will make further credits for small debits ($1 or less) that has not been credited yet. Currently, I notice that their system will only automatically credit me the reward if the debits are more than $1.

Regards,

******** **




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Additional Notes

Complaint: I was told my credit card balance would be cancelled over a month ago for my payment protection elite. This has not been done can you please tell me why? I have spoken to several representatives. Please help!!!

My complaint concerns: Other

Desired Settlement: Please do what was promised over a month ago.

Business Response:
Dear ****** ****, 

I’m reaching out to you about your concerns to the Better Business Bureau (BBB) regarding the 
Personal Account Protection Elite product on your account. We do take your concerns seriously 
and I’m glad to share more information about this. 

On March 31, 2015, we received your request by phone to file for a temporary disability benefit 
with a qualifying event date of March 18, 2015. This benefit is currently active and covers your 
disability for 18 months. You will be eligible for a debt cancellation if you remain temporarily 
disabled through September 18, 2016. Our records confirm you had a previous temporary 
disability benefit from September 15, 2014, through February 25, 2015, when you requested for 
the benefits to be deactivated. 

If you have additional questions, please call me at 800-955-1455, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I am happy to help any way I can. 

Sincerely,


***** ******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10801131, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  So you are basically telling me that my initial claim from Feb 2014 to now that I have to wait another 18 months before you will even honor my benefit.  I HAVE WORKED A TOTAL Of 8 hours since February 2014.    I keep writing , I call and I have filed disputes with all three credit bureaus.  When I call you just transfer me.   I was on the phone almost three hours tonight with Capital One.   I was transferred to 8 different people with no resolution with the only response being we will have someone call you  back in 24 to 48 hours.  DO YOU NOT UNDERSTAND how frustrating this is.    Do you need to be deceased for the benefit to work?

[Provide details of why you are not satisfied with this resolution.]

Regards,
****** ****



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Additional Notes

Complaint: I've been trying to get an increase on my card to $3000 because I will be doing some traveling soon and I do not wish to carry cash everywhere. I pay my bill on time every month. Sometimes 2-3 times a month. If I can't get an increase just to help with traveling, I will have to go to another company.

My complaint concerns: a Credit Card

Desired Settlement: I just would like my credit like increase to 3000 or even 2500 so I can travel comfortably please.

Business Response: Dear ******* *****

I am following up with you in regards to our September 1, 2015, conversation about your 
request for a credit limit increase. Your feedback is important to us, and I have good news to 
share!

Effective immediately, your account now has a $3,000.00 credit limit. I know this will come in 
handy with your upcoming travel.

If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 9 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six 
digit phone PIN available: 858834. I am happy to help in any way that I can.

Sincerely,


******* ******, on behalf of Capital One

9/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Applied for an auto loan on their website becuase of the low rate and had to withdraw my application because the purchase amount was low.

My complaint concerns: an Auto Loan

Desired Settlement: I would like them to remove that credit inquiry from my credit report. If I would have known that the credit limit was lower than my purchase price I would have used another financial institution. The credit limit was not advertised during the credit process.

Business Response: Dear Mr. ******,

I am writing you today regarding the situation you explained to the Better Business 
Bureau, concerning your credit application dated September 3, 2015. This matter was 
forwarded to Capital One for research and response. We appreciate the opportunity to 
address your concerns.

After a thorough review of your concerns, our records indicate that the maximum finance 
amount of $40,000 is provided in both the Disclosures and Frequently Asked Questions
(“FAQ”) sections of our Auto Navigator website. In the Disclosures section, under “Total 
Amount Financed Restrictions,” it reads “You may apply for financing up to $40,000 for 
new and used vehicles.”

Under the Frequently Asked Questions section, it states “Your approved Total Amount 
Financed will depend on your credit history, income and the vehicle you choose to 
purchase with a maximum Total Amount Financed of $40,000.”

Based on the results of our investigation, we must respectfully decline your request to 
remove the credit bureau inquiry. We regret any inconvenience this matter may have 
caused you. If you have additional questions, please contact our Customer Service 
Department at (800) 946-0332. If you have questions regarding this specific response, I 
can be reached at ***** ********.

Sincerely,




******* ** *****

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Additional Notes

Complaint: I have been receiving junk mail/advertising mail from CapitalOne for over one year. I have poor credit and this makes me a target of most banks and credit card offers. However, I have had fraud, identity theft against me recently and over the past two years. I am trying to avoid any new credit line or offers from any financial instituition. I have requested by calling and by mail that CapitalOne stop sending me credit card offers, as this is causing me undo hardship and possible identity theft issues. Recently, I asked twice that CapitalOne stop sending credit card offers/advertisment to me, but they just keep on sending the mail/offers anyway. I want this mail to stop coming.

My complaint concerns: Other

Desired Settlement: I need the credit card offers to stop, in order to avoid identity theft, and if identity theft does occure as a result of CapitalOne not honoring my request, that they be liable for any identity theft, or fianancial hardship incurred.

Business Response: Dear ***** *****, 

I am writing in response to a complaint you filed with the Better Business Bureau (BBB) about 
mailed solicitations you are receiving.

I have removed your name and address from our mailing list. However, you may need to do this 
for any variation in the spelling of your name or address. Please allow 30 days from the date of 
this letter for all mail from us to stop. This means you’ll no longer receive any offers from us. We 
did not find any previous requests from this address asking to opt out, but apologize for any 
inconvenience or frustrations these offers may have caused. 

Additionally, you may call the prescreen opt-out line managed by the Consumer Reporting 
Agencies if you wish to be removed from the prescreened lists they provide to us. Their number 
is 888-5-OPT-OUT. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 10 a.m. to 6:30 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way I can. 

Sincerely,


***** ****, on behalf of Capital One 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Capital One offered a credit card. I accepted. The address used for the card is: ****** ****** ***** ** **** ** ******** ***** **** ******* ***** ** ***** I am an expatriate US citizen, born and raised in the. However, I work in Saudi Arabia; I am an instructor at **** **** ********** ** ********* * ********, in ******** ***** ******. Capital One has "restricted" my card due to "suspicions of fraudulent activity." There has been no such "fraudulent activity." I have explained this to Capital One. Capital One instead insists that I "verify" or "substantiate" my identity. Their demands are excessive. My complaint is: 1). I owe them nothing. I paid off the card; there is no balance owed. They accepted the money sent to them, but when I attempted to use the card, they demanded that I send identity documents to verify my identity. When I sent them money, no such request for identity verification was made; they accepted the money unquestioningly. 2). They have asked for a). a scan of my Social Security card, b). a scan of my US passport, c). a statement from my US bank (to verify my address), d). a scan of my DD214. I sent them everything they asked for but drew the line at the DD214. NONE of the above-mentioned documents were demanded to open the account, NONE were demanded in order for them to accept money, but they demand them in order to "substantiate" my ID. Capital One has NO RIGHT WHATSOEVER to possess any of the information requested. I see no reason whatsoever to supply them with such information. 3). Capital One will neither lift the restriction on the card nor will they close the account until I provide them with the personal information that they have demanded. IN SUM: I wish to have NO RELATIONSHIP WHATSOEVER with Capital One, but Capital One refuses to cancel my account until I provide them with identity documents. I ABSOLUTELY REFUSE and instead demand to have this "master-slave" relationship ended NOW!!!!!

My complaint concerns: a Credit Card

Desired Settlement: I want either the restrictions on the card lifted OR I want the account closed.

Business Response: Dear ****** ** *****,

This letter is in response to the concerns you sent to the Better Business Bureau (BBB) about
your request to have the restriction removed from your account. Please allow me the 
opportunity to address your concerns.

I’m sorry for any frustration this situation may have caused you. We reviewed the 
documentation you submitted and we were able to remove the restriction on August 14, 2015. 
All of the account terms will remain the same. 

Our records show that your account was restricted on October 31, 2014, due to fraud concerns. 
We sent you a letter the same day advising you of the restriction. We take the security of your 
account seriously and do not intend to frustrate you or inconvenience you in any kind of way.

On November 28, 2014, our Fraud Department spoke with you and provided a list of documents 
needed to clear the fraud concerns. 

On December 1, 2014, we received two out of the three documents required to clear the 
concerns. We did not receive a document verifying your Social Security number.

On August 14, 2015, we were able to reinstate the account after a further review of the identity 
documents that were previously submitted and made the business decision to lift the restriction 
on the account. We apologize for the length of time it took to resolve the issue.

If you have any other concerns, please give me a call at 800-955-1455, Monday through Friday 
from 8 a.m. to 4:30 p.m. ET. When contacting me, please be sure to have the following six-digit 
phone PIN available: 858834.

Sincerely,


**** ********, on behalf of Capital One

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Additional Notes

Complaint: I have an account on my credit report labeled as the following: CAP ONE #************ PO Box 30281 Salt Lake City, UT 84130 (800) 955-7070 Per my credit report the account was closed 11/2006 but no one at Capital One is able to provide me details nor can they find me. I do not want to make a dispute with the credit bureau as I am unsure if the account is really mine or not. I have been on hold for over 2 hours of my day being transferred to multiple departments and no end result. I need this copies ASAP just in case of identify theft.

My complaint concerns: a Credit Card

Desired Settlement: I would like all my statements for this Capital One account for the entire year of 2006.

Business Response: Dear ******** ** *******, 

I’m reaching out to you about your complaint to the Better Business Bureau (BBB) regarding 
information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and 
Experian, and copies of statements for the timeframe the account was opened. We know your 
credit is important to you so we want to help you understand what we found. 

We are sorry that we were not able to locate the above account information on your initial call to 
us.

Our records show this account was established in the name of ******** ** ****** on July 7, 
2005, after we received an application by phone. For this reason, there is no application to 
provide you with. The account was established with the address **** ****** ***** **** *, 
********** ** *****. This address was verified through public record and has been linked to 
you from February 2002 through October 2007. We confirmed your name, Social Security 
number and date of birth matches the information in your credit files. 

As requested, we have enclosed statements from August 2005 through October 2006. 
If you have additional questions or concerns, please give me a call at 800-955-1455, I am 
available from 6:45 a.m. to 3:15 p.m. PT, Monday through Friday. When contacting me, please 
be sure to have the following six digit phone PIN available: 858834. I am happy to help in any 
way that I can. 

Sincerely,


****** *******, on behalf of Capital One 

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Additional Notes

Complaint: On 09/07/2014, CAP ONE generated a hard inquiry on my credit report with Experian and TransUnion. Several calls and letters were sent to Capital One to provide me with further information to determine who gave them permission to review my credit report with Experian and TransUnion. All attempts have failed.

My complaint concerns: Other

Desired Settlement: I will request to have Capital One removed the hard inquiry on my credit report on 09/07/2014 with Experian and Equifax.

Business Response: Dear ******* *******, 

I’m reaching out to you about your complaint to the Better Business Bureau (BBB) regarding 
information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and 
Experian. Please allow me to share more information about this. We know your credit is 
important to you so we want to help you understand what we found. 

In my research, I found that the hard inquiry reporting on your credit profile which you are 
requesting to be removed is due to the application processed for the above account. The 
application was processed by internet on September 7, 2014, but not approved until September 
17, 2014. For this reason, we are unable to send an update to modify your credit file. 

If you have additional questions or concerns, please give me a call at 800-955-1455, I am 
available from 6:45 a.m. to 3:15 p.m. PT, Monday through Friday. When contacting me, please 
be sure to have the following six digit phone PIN available: 858834. I am happy to help in any 
way that I can. 

Sincerely, 



****** *******, on behalf of Capital One 

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Additional Notes

Complaint: Capital one since January has sent me 3 to 4 advertisements per week. I have now called Capital One 475 times asking them remove me from their mailing list. They refuse and I continue to get 4 to 5 mailings per week. I have spoken w/200 different supervisors and noting has been done. This amounts to harassment by mail.

My complaint concerns: Other

Desired Settlement: business to never ever contact me again. Also, I may contact the state of IL to ban Capital One from doing business in IL>

Business Response: Dear *** ******, 

I’m reaching out to you about your concerns to the Better Business Bureau (BBB) about offers 
you have received from us for a credit card and request to be removed from our mailing list. I’m 
glad to share more information about this. 

On August 5, 2015, we received your request to opt out of our mail offers. We’ve updated our 
records to ensure no further solicitations are mailed. Also, we have removed your contact 
information from our database. Please know that if a solicitation was already in the process of 
being mailed at the time we updated our records, it is possible that it may be received over the 
next several weeks. Thank you for letting us know about your experience. We are always 
looking for ways to improve the level of service we provide and sincerely appreciate your 
feedback. 

If you have additional questions, please call me at 800-955-1455, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I am happy to help any way I can. 

Sincerely, 


***** ******, on behalf of Capital One 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with Capital One's response.  ***** ****** says "On August 5, 2015, we received your request to opt out of our mail offers."  They received my request to not receive anymore solicitations from Capital one as of JANUARY 15, 2015 VIA MAIL AND VIA PHONE, OVER 500 CALLS TO CAPITAL ONE AND I WANT CAPITAL ONE TO ACKNOWLEDGE THE TRUE DATE ON THEIR RESPONSE.  Their is response that they received it on August 5, 2015 is a lie!  Thank you.



Regards,

*** ******




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Additional Notes

Complaint: I was recently approved for a capital one quick silver card but when I tried to enroll the card online I was unable to because capital one said I already have an existing account I was unable to access my account online because I did not remember my old credentials.I have previously opened up a an account with **** *** in 2010 and I had a capital one platinum card in 2006 both of these accounts were closed out.I could not retrieve the username or password to set up this account.so I contacted the customer service chat I explained to Ally and let me repeat her name Allie the account specialist manager who I spent almost 2 hours online with back-and-forthI explained to her my situation that I did not have a phone at the time and was unable to call to activate the cardI provided her with my Social Security I verified the AA the account number on the back of the card the security code my date of birth but still she would not activate the card for me nor give me the credentials to my old account.she would continue to put me on hold back-and-forth every time I complain to her sheets a hold on the second and would tell me I'm sorry I can't do anything for you and this went back-and-forth for almost 2 hours.I told her that this was something that should've taken only five minutes and this was clearly capital one's fault she proceeded to tell me I needed to call the customer service number but explain to her that I couldn't because my phone was off.I ended up having to use the phone at my employerand.and it took me less than a minute to activate the card over the phone which was something that she should've been able to do for me with the information that I already provided her.but now because there's information that is why I cannot access my account to view my balance to manage the payments see really quite frustrating that capital one with two hours of my day tell me they can't do anything

Desired Settlement: I want capital one to provide me with the credentials to the old account if they cannot do that then I would like capital one to remove all the old information pertaining to the 2006 platinum credit card information they have on file and the **** *** account so that I can re-register this card to manage the account to make payments you my balance

Business Response: Dear **** ** *******, 

We were recently notified by the Better Business Bureau (BBB) of your concerns about not 
being able to access your account online and your request to activate your new card. I 
appreciate you taking the time to bring your concerns to our attention. 

I attempted to reach you at the phone number on file but I was unsuccessful. I have issued a 
$50.00 credit to your account as a courtesy. 

Our records show that you applied for this account on July 28, 2015. During the application 
process, you enrolled the account into our online banking creating a user name and password. 

You contacted us on August 4, 2015, by chat, requesting assistance with activating your new 
card and enrolling in online banking. You shared with us that you were receiving an error 
message when you attempted to enroll the account. During this chat, we shared with you that 
we are unable to assist you with enrolling your account into online banking and asked you to 
contact us. You shared with us that you were not able to contact us by phone because the 
service to your phone has been turned off. Unfortunately, we are unable to assist through chat 
with enrolling the account into online banking. 

During the same chat, you shared with us that you would like to activate your new card. I 
apologize that our chat representatives did not activate your card at that time. Instead, you were 
advised to contact us by phone. We apologize for any inconvenience this may have caused you. 
We have provided feedback to the appropriate area. 

We have confirmed that your card was successfully activated on August 4, 2015, through our 
automated system and transactions are posting to your account. Your account was also 
enrolled into online banking on August 8, 2015. 


If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Thursday, from 8:30 a.m. to 7 p.m. ET. When contacting me, please be sure to have 
the following six digit phone pin available: 858834. I’m glad to help any way I can. 

Sincerely, 


***** *****, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me but the point of this complaint was the fact that the lady held me up on the computer for two hours and she kept putting me on hold
When  I was able to gain access to a telephone all I had to do was over the automated system which required the same questions that the lady in chat had asked from me. 
**** *******



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Additional Notes

Complaint: no knowledge of this consent

Desired Settlement: i would like it removed from all 3 credit reports

Business Response: Dear Mr. *********, 

We have reviewed the situation you explained to the Better Business Bureau and want 
to address your concerns. 

In reviewing your concerns, we have confirmed that we received requests for financing 
from **** ******* *** and **** ******* ***, who submitted applications on your behalf 
on May 31, 2014. When you are shopping for a vehicle, the dealership may submit your 
information to various financial institutions in an attempt to obtain and/or secure 
financing for you. The inquiries placed on your credit report were valid and we are 
unable to remove these inquiries. Should you have any additional questions regarding 
the applications submitted or the dealerships’ actions, please contact the dealership. 

We regret any inconvenience this matter may have caused you. If you have additional 
questions, I can be reached at (844) 846-0244. 

Sincerely, 



********* ******* 
Office of the President, Financial Services 
Capital One 

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Additional Notes

Complaint: i signed up for a capital one credit card, under the advertising for the card i was promised 100 card credit upon initial signup if i spent 1000 dollars in 3 months. i spent over 2000 dollars in the first 90 days. i was never given a credit i was also charged a yearly fee in the first statement although the card agreement stated no annual fees. after numerous attempts and correcting the issue, i was told that i was given a different card because of my credit score and because i had numerous delinquencies on my account. after verifying the info with all 3 credit reports the statements provided by capital one have been false. i decided to cancel my card and requesting the following outcome outlined below. My Name is ****** ***** **** the last four of my social is **** the billing address is as follows **** ** ***** ****** ***** ** ***** billing phone number is ************

My complaint concerns: a Credit Card

Desired Settlement: deletion of all credit inquiries from my credit report for accounts ending in ****, ****, final closure of my account and deletion from credit bureaus. removal from any future mailing list.

Business Response: Dear ****** **********, 

Thanks for speaking with about your concerns submitted through the Better Business Bureau of 
Central Virginia (BBB). Please consider this letter as a confirmation of our conversations. 

As promised, I’ve credited $100.00 to your account ending in **** as a courtesy. This credit 
brings your account balance to a credit balance of -$100.00, which will be issued to you in the 
form of a credit balance refund check. Please allow up to seven business days for the check to 
be issued and up to ten additional days for mail time. 

I understand you had concerns that the account ending in **** did not have the terms for which 
you applied, and you did not intend to apply for the account ending in ****. I’ve confirmed that 
both accounts were opened as a result of online applications for credit. I found no error in the 
terms provided on either application. Since the applications were not submitted fraudulently, I 
must respectfully decline your request to delete these tradelines from your credit file. I’m sorry 
for any frustration this may cause. 

I’ve also confirmed that two different applications were submitted on July 3, 2015, referenced 
above. However, both applications were declined because there is a FACTA alert on your credit 
file that does not contain a valid contact number for you. Since neither application was 
submitted fraudulently, I must again decline your request to delete the inquiries that resulted 
from these applications from your credit file. 

As we discussed, I can reopen your account ending in **** and submit a request to increase 
the credit line on this account. However, you’ll need to contact the Consumer Reporting 
Agencies (CRAs) to update your FACTA alert first because we’ll need to access your credit file 
before making a decision (this is a soft inquiry that does not negatively impact your credit 
score). I’ve provided the CRA’s contact information below: 



EQUAL CREDIT OPPORTUNITY ACT 
The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, 
religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract); because all 
or part of the applicant's income derives from any public assistance program; or because the applicant has in good faith exercised 
any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this 
creditor is Bureau of Consumer Financial Protection, 1700 G Street NW., Washington DC 20006. 



Experian Equifax TransUnion LLC Innovis 
PO Box 2002 PO Box 105069 Attn: Fraud Victim Attn: Consumer 
Allen TX 75013 Atlanta, GA 30348 Assistance Department Assistance 
888-397-3742 800-685-1111 PO Box 6790 PO Box 26 
www.experian.com/ www.alerts.equifax.com Fullerton, CA 92834 Pittsburgh, PA 15230 
fraud 800-916-8800 www.innovis.com 
www.transunion.com 

Regrettably, the line was disconnected during our last conversation prior to confirming whether 
or not you’d like to reopen your account. At this time, the account remains closed. Please 
contact me at the number referenced below if you’d like to reopen your account. 

Lastly, you mentioned in your request to the BBB that you’d like to be removed from future 
mailing lists. I have entered your preferences into our system and your request will be 
processed immediately. If your name was previously selected for any of our upcoming mail 
promotions prior to this request, it’s possible for you to receive information from us over the next 
several weeks. 

Please keep in mind that this choice does not include information we may send you in our 
regular communications, like your billing statement or when you call in to our Customer Service 
Center, about products and services that are directly related to your account, such as balance 
transfer or purchase check offers. Additionally, your choice will apply to all of your Capital One 
branded accounts. If you have a private-label credit card with one of our partner companies, 
you’ll need to contact our private label Customer Service Department separately. 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 9 a.m. to 6 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way I can. 

Sincerely, 



***** *****, on behalf of Capital One 

8/27/2015 Billing/Collection Issues
8/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Capital One charged me $33 dollars for a protection plan that I did not authorize. When I called the customer service representative he said I would have to call in the next day to cancel. I asked why I had to cancel something I did not authorize. He said he would get his supervisor...he then hung up on me. I want the charged reversed immediately. Account Number Ending in ****.

Desired Settlement: Charge reversed on my account

Business Response: Dear ********* ********, 

I am writing in follow-up to your concerns directed to the Better Business Bureau (BBB) 
regarding Payment Protection billing to your account. I attempted to contact you by phone; 
however, I was unable to speak with you. 

To address your concerns with Payment Protection, we cancelled it from your account on July 
29, 2015, and credited your account a total of $2,096.21 on August 13, 2015. The credits refund 
all Payment Protection product fees as well as associated fees and finance charges since 
enrollment. The credits will appear on your August 2015 statement. I apologize for any 
frustration you may have experienced while trying to reach us about your concerns. . 

If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way I can. 

Sincerely, 



******** *******, on behalf of Capital One 

8/27/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Complaint Details Unavailable
8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a month ago I received an offer to upgrade my current Capital One card to the VentureOne card. I have been a Capital One customer for approximately 5 years. I have never made a late payment and I have a zero balance on my account right now. I also have outstanding credit (750+). I of course wanted to upgrade to the card since it is a great rewards card. I was also under the impression that in upgrading to the VentureOne card I would receive the introductory offer of receiving 20,000 bonus miles when you spend $1,000 in the first 3 months of having the card. My wife and I are planning a trip to the Carribean in January so this offer appealed to me especially. However, when I received the card, I checked my account and noticed that there were no special offers attached to my account. After contacting their customer service department they informed me that since they upgraded my account as a "courtesy" to me for being a good customer, I did not in turn qualify for this special offer. I asked the customer service representative and she told me that there was no way she could include this offer on my account but that I was welcome to apply for another account in order to receive the introductory offer. Why would I want to have multiple Capital One accounts open? And why would I want a hard inquiry on my credit if I don't need to have that? Why couldn't Capital One simply add the introductory rewards offer to my account as a reward for being a good, loyal customer. I was always under the impression that when you had these higher level cards, they went out of their way to provide you with excellent customer service. This is not what I expected.

My complaint concerns: a Credit Card

Desired Settlement: Please add the VentureOne introductory rewards offer to my account.

Business Response: Dear **** ******, 

I’m reaching out to you about your concerns sent to the Better Business Bureau (BBB) with your 
recent account upgrade to the VentureOne card. We do take your concerns seriously and I’m 
glad to share more information about this. 

I have added 20,000 bonus miles to your account, as a one-time courtesy. As of the date of this 
letter, your available rewards balance is 23,539 miles. 

The upgrade offer did not include a benefit of 20,000 bonus miles when you spend $1,000.00 in 
the first three months. I was not able to locate any calls in which we communicated this to you. I 
confirmed you accepted the upgrade online, including its terms. 

We value your business and hope you enjoy all the benefits the VentureOne card has to offer! 

If you have additional questions, please call me at 800-955-1455, Monday through Friday from 
9:30 a.m. to 6 p.m. PT. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I am happy to help any way I can. 

Sincerely, 

***** ******, on behalf of Capital One 

8/26/2015 Problems with Product/Service | Complaint Details Unavailable
8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing regarding an ATM deposit that was made but was never credited to my checking account. On either 5/29/2015 or 6/1/2015, I deposited two checks via a Capital One ATM at the Pender Village (**** ***** ***) location in Fairfax, VA. When my online banking account did not reflect the deposit, I called Capital One to describe my issue and was given a provisional credit pending an investigation. I was not asked for any details of the checks but did provide an estimate of the total deposit and the day I believed the deposit to have been made. After not receiving any communication regarding the progress of my claim, I received a letter on 7/24/2015 that was dated 7/17/2015 stating that my claim had been denied and that the provisional credit will be removed on the 28th of July. The letter also stated that I may call for the details of the decision as well as to receive copies of any documentation used in the decision making process. I called immediately upon receiving the letter on 7/24/2015 and was told that the person that worked on my claim had gone for the day, that only this individual could look into my claim and provide me the information I needed, that the individual had attempted to call me ONCE on 7/16/2015 (they did not leave a message or attempt to call again), and I was told to call again on 7/27 during business hours of 8 am- 8 pm. As of today I have called and spoken to several individuals about my claim. No one that is able to discuss the claim is available. I have all documentation needed to confirm that the deposits were made and cleared the check writer's accounts but do not have the credit for the deposit. I have been informed that the individual working on my claim is out of the office today and all management that would be able to assist me are in a meeting (It is going on 2.5 hours and I have been given this response twice). Not only has a deposit of mine disappeared, Capital One has had no sense of urgency in investigating my loss.

My complaint concerns: a Banking Account (Checking)

Desired Settlement: As the check amounts have been debited from the check writer's account, I would like my deposit to be credited to my account. I would like a thorough investigation including research of the check images, a look into camera footage of the ATM on those dates, and communication to the check writer's institution for confirmation that the checks were deposited/ cashed. I would also like to be reimbursed for any overdraft fees incurred due to Capital One's lack of urgency in resolving this matter and their disregard in working with a customer on missing funds.

Business Response: Dear Mr. *****: 

We are writing in response to the complaint that you filed with the Better Business Bureau 
(BBB) regarding the reversal of a claim for a missing ATM deposit on your personal checking 
account ending in 1925. 

As we discussed in our conversation on August 7, 2015, the provisional credit of $993.00, that 
was credited to your account on June 5, 2015, has not been reversed. Rather, the claim has 
been finalized in your favor and that credit is now permanent. 

We understand that we initially provided you notification indicating that your claim was going to 
be denied and the provisional credit reversed. We apologize for any frustration and confusion as 
this was not the case. Just to confirm, our records do not show any returned transactions or 
overdrafts on your account from the time the provisional credit was granted on June 5, 2015. 

I hope this letter explains the situation and addresses your concerns. If you have additional 
questions or concerns about this matter, please contact me at 1-888-784-9198 ext. *******. 

Sincerely, 



****** ******, on behalf of Capital One 

8/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have submitted multiple times for Capital One a letter to show proof that the debt that is on my credit is mine. They haven't sent anything but a letter saying We have reviewed our records and found that we previously responded to your request. Based on our investigation of your records, we believe that our original determination is correct. They haven't sent proof that the debt is mine. Acct# **** and Acct# ****. I want these off of all three credit reports.

My complaint concerns: a Credit Card

Desired Settlement: I want these two credit cards off of all three credit reports

Business Response: Dear ***** *******, 

I’m reaching out to you about your concerns filed with the Better Business Bureau (BBB) 
regarding your request for validation of the debt for each of your accounts. For your 
convenience I have addressed each account individually below. 

Account ending in ****: 

Our records show that this account was opened on October 10, 2005. This account was applied 
for either online or by phone; therefore, we do not have a paper application available to send 
you. I have attached copies of your account statements from October 2005 to January 2010. 
These statements were sent to the address on file, which I was able to link to you through public 
record, and show the progression of the balance and the transactions that were billed during 
this time period. 

Since your account had a balance; payment was due. When we did not receive the requested 
minimum payments by the due dates shown on your statements, fees and interest charges were 
billed in accordance with the terms of your account. The account then charged off due to 
delinquency on February 23, 2010. 

On March 10, 2010, we made the business decision to sell this account to Portfolio Recoveries 
Associate. Since we no longer own this debt, we cannot assist you with your concerns. We ask 
that you please direct your inquires to ********* ********** *********. You may reach them at 
************.

We have reviewed your account and found no requests made to Capital One for a validation of 
this debt. However, several requests were made to the Consumer Reporting Agencies (CRAs) 
regarding this account. I have outlined below the requests we received from the CRAs and the 
dates of our responses. Additionally, I have attached a copy of each response for your review: 


x 5/13/2015: Request received by the Consumer Reporting Agencies 
x 5/13/2015: A letter was mailed to the address of record (attached) 
x 5/14/2015: Request received by the Consumer Reporting Agencies, no response based 
on previous response mailed the day before 
x 7/26/2015: Request received by the Consumer Reporting Agencies 
x 7/26/2015: A letter was mailed to the address of record (attached) 

Account ending in ****: 

Our records show that this account was opened on February 2, 2009. This account was applied 
for either online or by phone; therefore, we do not have a paper application available to send 
you. I have attached copies of your account statements from February 2009 to April 2010. 
These statements were sent to the address on file, which I was able to link to you through public 
record, and show the progression of the balance and the transactions that were billed during 
this time period. 

Since your account had a balance; payment was due. When we did not receive the requested 
minimum payments by the due dates shown on your statements, fees and interest charges were 
billed in accordance with the terms of your account. The account then charged off due to 
delinquency on April 27, 2010. 

On May 12, 2010, we made the business decision to sell this account to ******* ******** ***. 
Since we no longer own this debt, we cannot assist you with your concerns. We ask that you 
please direct your inquires to ******* ******* ***. You may reach them at ************. 

We have reviewed your account and found no requests made to Capital One for a validation of 
this debt. However, a request was made to the Consumer Reporting Agencies (CRAs) 
regarding this account. I have outlined below the request we received from the CRAs and the 
dates of our response. Additionally, I have attached a copy of this response for your review: 

x 5/14/2015: Request received from the Consumer Reporting Agencies 
x 5/14/2015: Response sent to address of record (attached) 

If you have additional questions, please give me a call at 800-955-1455, Monday through Friday 
from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the following six digit 
phone PIN available: 858834. I’m happy to help in any way I can. 

Sincerely,


******** ****, on behalf of Capital One 

8/25/2015 Problems with Product/Service | Complaint Details Unavailable
8/24/2015 Billing/Collection Issues | Complaint Details Unavailable
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8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Advertising/Sales Issues | Complaint Details Unavailable
8/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Several weeks ago I received five pre-screened / pre-approved credit card offers from Capital One. I called their contact number and asked that all mailings be stopped. The person I spoke with was heavily accented. She kept asking for my emailing address. She repeatedly asked me to spell my name and give my address and spell that. I became incredibly frustrated. I was rude. I asked her if she was stupid. The mailings have not stopped. I have sent them back "Return to Sender." The mailings have not stopped. I've sent emails, I sent emails to their abuse line, I promised I'd contact the BBB and still the mailings have not stopped. I called the "opt out" number and they wanted my social security and birth date. What does that have to do with getting my name off a mailing list? I even contacted the BBB on line and ******* informed me that filing complaints was my responsibility. I know that. Her messages felt accusatory and demonstrated a lack of desire to help me. I thought that was what the BBB was for. I was wrong...at least in that person's case.

Desired Settlement: I want this company to take my name off ALL mailing lists in EVERY city of EVERY state. I want this company to LEAVE ME ALONE.And I do not think it should be this hard to get somebody to take notice and respond to what started out to be a simple request. This has been going on over two months and I want it to stopp.

Business Response: Dear **** ** *****, 

I’m reaching out to you about your concerns sent to the Better Business Bureau (BBB) 
regarding pre-screened/pre-approved offers you are receiving by mail. We take your concerns 
seriously, and we’re glad to share more information about this. 

We’ve removed your name and address from our mailing list. However, you may need to do this 
for any variation in the spelling of your name or address. Please allow 30 days from the date of 
this letter for all mail offers from us to stop. 

We’d like to apologize for any frustration that this matter may have caused you when contacting 
us to opt-out. 

If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: ******. I am happy to help in any way that I can. 

Sincerely,


****** *****, on behalf of Capital One 

8/21/2015 Billing/Collection Issues
8/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Capital one took an unauthorized amount of $200 from my checking account. They gave me the run around by apologizing, asking me to place a stop payment through my bank for a payment that they already took out, which was impossible, and their employees , including supervisors lied to me about how I was going to get my money back for a canceled application. They assured me no money would be that no money would be taken from my account and they took it anyway. Then told me they would send me a check in 14 days. This has caused a lot of stress and anxiety because I spent money using my debit card based on knowing my money is in my account. They are very unprofessional, told lies, and unsympathetic about giving me my money back.

My complaint concerns: a Banking Account (Checking)

Desired Settlement: I would like my funds to be reversed immediately back into my checking account. I'm a veteran that need my money. Request retraining of staff so they know their company policies and procedures so they can better serve the public.

Business Response: Dear ****** ** ****, 

The Better Business Bureau (BBB) shared your concerns about a refund of your security 
deposit. I apologize for any frustration that you may have experienced regarding this matter. 

On August 3, 2015, we refunded the security deposit in the amount of $200.00, and we 
confirmed that this was deposited into your bank account. I attempted to contact you by phone, 
but my attempts were unsuccessful. I wanted to speak with you directly to advise you of this. 

On July 27, 2015, you were approved for the secured credit card, after we received your online 
credit application. We show that you called us that same day to confirm if we had received the 
security deposit, and we advised that we did receive the deposit, and the funds were in the 
process of being cleared with your bank. We received another phone call from you that same 
day, and you advised the agent that you would like to withdraw the credit application. The agent 
processed your request and advised you that a confirmation letter would be sent to you 
confirming your request to withdraw that application. During the conversations you had with our 
agents on July 27, the security deposit was never discussed. However, on July 29, 2015, you 
contacted us about the security deposit and we informed you that the security deposit takes 10 
business days to be refunded. 

Please be advised that upon approval of your credit application, you are notified of the security 
deposit amount required for your account. We provide you with a customer number in order to 
make a security deposit. Before submitting the deposit, you need to review and accept the 
terms and conditions of the account, prior to submitting the security deposit. By doing this, you 
authorize the funds to be debited electronically from your bank account. We also sent you a 
letter on July 27, 2015, advising you of this process (copy enclosed). We found no error in the 
processing of your application or the opening of your account. 


If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way that I can. 

Sincerely, 



***** ******, on behalf of Capital One 

8/20/2015 Problems with Product/Service | Complaint Details Unavailable
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8/19/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Capital One 360 has blocked my account and would like them to cancel any accounts under my name

My complaint concerns: a Banking Account (Savings)

Desired Settlement: Cancellation of Accounts

Business Response: Dear Mr. ****: 

We’re writing in response to the complaint that you filed with the Better Business Bureau (BBB) 
about the status of your Capital One 360 accounts. 

We understand that our 360 Customer Satisfaction Team has reached out to you on this and 
confirmed that your 360 Savings accounts were restricted by our 360 Customer Security Team 
on January 7, 2015. We were waiting on verbal verification with you to remove the restrictions. 

That being said, we decided to make an exception and both your 360 Savings accounts were 
closed, per your request. The remaining balance ($1) was transferred to your linked external 
checking account on file (**** ****** ***** ****, N.A.) on August 10, 2015. 

If you’d like to discuss your ability to open accounts with Capital One 360 again in the future, 
please give our 360 Customer Security Team a call at 1-866-877-2995. Associates are available 
Monday to Friday from 8 AM to 10 PM ET and Saturday from 8 AM to 6 PM ET. 

Sincerely, 



****** ******, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

****** ****



8/18/2015 Problems with Product/Service
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8/17/2015 Billing/Collection Issues | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues
8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have never used Capital One services. But they have created a huge problem for me. I recently moved from Iowa City to Albany. I went to open a bank account and was informed that I have a lower credit score because Capital One has reported to the credit bureau that I owe them $128. The truth is that I don't have any dealings/accounts with Capital One. I tried calling Capital One to fix it, since my credit rating is lowered due to their report, in November 2014. I called 3 times. Capital One says that they don't have me in their system. They want ME to get a credit report and send them my details. I moved recently, the Credit bureaus will not give me my credit report. I have tried to file the request but they have denied it. So now, I have a lower credit score becasue of Capital One reporting that I owe them money. But I have never previously had any accounts with Capital One. Though they have made a huge mistake, they won't correct it unless I send them my credit report. But I can't get a credit report since I moved recently. So basically I am stuck because of the poor work and wrong reporting done to the credit bureaus, by Capital One. Can you please have Capital One take the responsibility to clear my name, since I have never owed them anything ever. And if I do owe them (which is impossible), they should have the decency of contacting me directly. They cannot harm citizens this way. They are trying to destroy lives. I have many students that I teach and will have to warn my students to be very vigilant of companies like Capital One, which can destroy them. Thanks much, **** ************, MD Professor ******* **

My complaint concerns: Other

Desired Settlement: They must IMMEDIATELY call the credit bureau and withdraw their fake complaint. My life is at a standstill becasue of their wrong. Thanks much, ar

Business Response: Dear **** ************, 

I’m reaching out to you about your complaint to the Better Business Bureau (BBB) regarding 
information we’ve reported to the Consumer Reporting Agencies (CRAs), like Equifax and 
Experian. We know your credit is important to you, and we’re glad to share more information 
about this. 

I'm sorry for any inconvenience or frustration this may have caused. We confirmed this account 
was opened on November 26, 2014, under your name. After a thorough investigation by our 
Fraud Department, we were unable to verify you applied for or used this account. We have sent 
a request to the CRAs, to delete the tradeline and the hard inquiry associated with this account 
from your credit profile. Please allow up to 60 days for the update to report on your credit files. 
As a confirmation of the request to delete the tradeline, the AUD number is ********. Please 
keep this number for your records. 

If you haven’t already done so, you can contact the CRAs directly to review your options for 
placing a fraud alert on your credit report. To assist you, we have provided the following names, 
addresses, and phone numbers for the CRAs below: 

Experian Equifax TransUnion Innovis 
P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 
Allen, TX 75013 Atlanta, GA 30374 P.O. Box 2000 Columbus, OH 
888-397-3742 800-685-1111 Chester, PA 19022 43216 
www.experian.com www.equifax.com 800-888-4213 800-540-2505 
www.transunion.com www.innovis.com 

I was unable to locate any record of your previous attempt to contact us about this matter. 



If you have additional questions or concerns, please give me a call at 866-280-0118, I am 
available from 6:45 a.m. to 3:15 p.m. PT, Monday through Friday. When contacting me, please 
be sure to have the following six digit phone PIN number available: 858834. I am happy to help 
in any way that I can. 

Sincerely, 



****** ******** on behalf of Capital One 

Consumer Response:

Thank you.
It does appears to have been solved. I got letter from the Capital One that they will correct their records and clear my name.
Thank you very much for your super assistance in clearing this matter for me.
Regards,
**** ************

8/14/2015 Billing/Collection Issues
8/14/2015 Billing/Collection Issues | Complaint Details Unavailable
8/14/2015 Advertising/Sales Issues
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8/13/2015 Billing/Collection Issues | Complaint Details Unavailable
8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a Capital One 360 Checking and Savings Customer - for almost two weeks I have been locked out of using the iphone App for managing my Capital One 360 Accounts. As of today I have been locked out of ONLINE BANKING in its entirety - meaning I am 100% unable to access my accounts as 360 is a type of account that operates solely via the website. I have made several phone calls to the 800 customer service number. No one ever returns my calls with a solution or even update to the issue as the representatives claim they will. The latest notes I was read on my open technical issue ticket are just that the technical department is aware that some customers are having this glitch with login to the website and app due to the change over from using a pin number to a alphanumeric password - "NO WORK AROUND IS AVAILABLE AT THIS TIME AND THERE IS NOT TIME FRAME FOR A SOLUTION AT THIS TIME." This is the only information I am being offered. I have no access to either my checking or saving accounts whatsoever and there are no solutions being offered. This is unconscionable and absolutely unacceptable. I am speeches that this is considered an acceptable response - I cannot even close my account easily because there are pending transactions open! Capital One couldn't even offer me an immediate wire transfer to an alter banking institution so I could have access to funds! They simple stated - "yes the time for transfers is at least 2 business days"?! This is so deplorable and such terrible business practice it seems totally illegal to me to withhold ALL banking access with NO solution date and no temporary fix!

My complaint concerns: a Banking Account (Checking)

Desired Settlement: I want an sense of urgency and a specific date of return of full services! Additional I want an IMMEDIATE wire transfer of my current funds to an alternate banking institution (AND THE FEE FOR THIS WAIVED!). A resolution to this MAJOR issue! And some kind of credit or compensation for this MAJOR inconvenience! In addition what guarantee do I have that once my account access is restored that my account balances won't read ZERO?! Capital One 360's biggest add campaign is "24/7 Access to your Accounts" way to lock your customers out of their accounts ENTIRELY!

Business Response:  Dear Ms. *******: 

We are writing in response to the complaint that was forwarded to us from the Better Business 
Bureau (BBB) regarding your difficulty with signing into our mobile app and website. 

As previously explained, beginning in September 2014, we began migrating existing Customers 
to choose a Username and Password instead of a Customer Number/Saver ID and PIN. This 
new sign-in process allows Customers to use the same sign-in credentials between various 
Capital One lines of business and to navigate seamlessly between different Capital One 
websites. After reviewing your situation further, we confirmed that you’re having difficulty signing 
into the mobile app and the website due to a technical issue with your migration to a Username 
and Password. 

Our records show that you previously had two Capital One Credit Cards and you’re online 
access for those accounts is currently locked. While both of these accounts were charged off 
and closed, one of the cards (MASTERCARD PLATIUNUM ending in ****) is still enrolled in 
the website and needs to be removed. Please know that these two factors are the root cause of 
the technical issue you’re experiencing and they’ll need to be resolved in order to correct it. 
Please contact our Capital One Credit Card Team to have your account unlocked and to 
remove the charged off card from the website. The Credit Card Team can be reached at 1-866-
750-0873, and are available 24 hours a day, 7 days a week. 

Once completed, you’ll be able to sign into capitalone360.com, complete the migration to a 
Username and Password, and access your accounts online or through the mobile app. Please 
know we’re unable to reach out to the Credit Card Team on your behalf to complete these 
steps. For security, you’ll need to speak with them directly and be verified before the online 
access can be restored and the charged off card removed. 

We also understand that you’d like us to wire funds from your accounts, but we see that you 
already made the following transfers: 

? $756.90 transfer from your 360 Checking account ending in **** to your M&T Bank 
checking account ending in **** on July 28, 2015. 
? $980 transfer from your 360 Savings account ending in **** to your M&T Bank 
checking account ending in **** on July 27, 2015. 
? $20.73 transfer from your 360 Savings account ending in **** to your M&T Bank 
checking account ending in **** on August 3, 2015 (closed 360 Savings xxxx****). 






We can assure you that any remaining funds (after the above transfers were completed) are still 
in your accounts. Keep in mind that you can initiate transfers over the phone by calling us at 1-
888-464-0727. Associates are available from 8 AM to 8 PM, 7 days a week. 

We see that you called and requested a June 2015 statement on July 29, 2015. After reviewing 
the phone call you shared with our Associate, he incorrectly advised the statement would be 
sent to you via email instead of Secure Message. For security, we’re unable to send an account 
specific document, such as a statement, via email since it’s not a secure way to transmit 
sensitive information. We apologize for any inconvenience this may have caused and we’re 
following up with our Associate to prevent this from recurring. Because you’re unable to sign in 
to the website, we reimbursed the $5 Statement Charge you incurred on July 29, 2015, and 
mailed you a duplicate copy free of charge. The statement was sent to your mailing address on 
file and it should arrive within 5-7 business days. Once you speak to our Credit Card Team and 
unlock your online access/remove the charged off card from the website, you’ll be able to 
access your eStatements online. 

While we’re unable to provide you with monetary compensation due to these issues, we’d be 
happy to reimburse any fees you may have incurred as a result of these issues. Please fax 
(302-255-3095), email (customersatisfaction@capitalone360.com), or mail documentation 
showing the fees incurred to: 

Capital One 360 
Attn: Customer Satisfaction 
P.O. Box 60 
St. Cloud, MN 56301 

Please be sure to note your name and Customer Number or Username, and we’ll credit the 
reimbursement to your 360 Checking account. 

If you have additional questions or concerns about this matter, please reach out to us at 888-
464-0727 from 8am to 8pm EST or at customersatisfaction@capitalone360.com. 


Sincerely, 

******* ***** 

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Additional Notes

Complaint: I am disputing the annual fee, which I was never informed or notified about.

Desired Settlement: I want the annual fee removed, as I was never notified about any annual fee.

Business Response: Dear ***** **********, 

I’m reaching out to you about your concerns submitted to the Better Business Bureau (BBB), 
about the Annual Membership Fee (AMF). 

We received your online application on June 30, 2014, with a solicitation code of 12874. We’ve 
confirmed that the Account Terms were available online, which explained the AMF. On July 14, 
2014, the Customer Agreement and the Welcome Kit were sent to you separately. 

On July, 20, 2015, we credited your account $39.00 for the AMF, I also removed the AMF from 
your account terms. 

I’ve enclosed a copy of your Customer Agreement which details everything about your account 
including the AMF. 

If you have any questions or concerns, please give me a call at 800-955-1455, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: 858834. I am happy to help in any way that I can. 

Sincerely, 



***** ****, on behalf of Capital One 

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Additional Notes

Complaint: I sent two money orders to pay for two separate credit cards. The last four digits of each card was written on the corresponding money order. The payment stub included with each statement was included with the appropriate money order. These two payments were sent in separate envelopes. My complaint stems from the fact that Capital One Bank applied both payments to one account. Then I was charged a late fee on the account that a payment was not applied. This also caused my account history to show I was over limit and late. I submitted the appropriate payments for each account. I accessed Capital One's online chat support to settle this dispute on July 11, 2015. I had to call Capital One's phone support to retrieve an account code during this chat encounter. After resetting the code, online chat support still could not access my account. The online chat did get my late fee to be reversed. My account still shows I have not made a payment on it, though. In summary, my complaint is that I was treated to the usual big bank policy of trying to charge me extra fees and maximizing their gains on the interest of the account. The two payments I sent were well over the minimum. They were both applied to one account.

My complaint concerns: a Credit Card

Desired Settlement: Apply the appropriate payment to my other account. Show that I, in fact, paid my bill on time and was not over limit.

Business Response: Dear ****** *****, 

I’m reaching out to you about the concern you sent to the Better Business Bureau (BBB), 
regarding a misapplied payments. 

I’d like to thank you for bringing your concerns to our attention and for giving us the opportunity 
to address them. Our records show we received two payments on July 3, 2015, in the amount of 
$83.00 and $36.83. These payments posted to account ending in ****. After further 
investigation, we have confirmed both payments were sent in separate envelopes, the payment 
remittance slips received were both for the account ending in ****, I have enclosed a copy for 
your records. 

On July 11, 2015, you communicated with our Chat Service Department, regarding the 
misapplied payments. The associate removed the $25.00 past due fee, during that same chat 
communication we were unable to verify your identity, and the chat communication ended 
before we can complete our verification process. 

During our phone conversation on July 22, 2015, we offered to move your $83.00 payment 
towards the account ending in ****, you respectfully declined. We show your next payment of 
$143.00 is due by August 9, 2015. 

We apologize for any inconvenience this may have caused, as a courtesy we issued a $50.00 
credit towards your account ending in ****, this will reflect on your August 2015, billing 
statement. 







If you have any questions or concerns, please give me a call at 800-955-1445, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN available: 858834. I am happy to help in any way that I can. 

Sincerely, 



***** ****, on behalf of Capital One 

Consumer Response:

I must apologize for my late response.  Capital One responded to my complaint quickly and completely.  I wish to indicate my total satisfaction with the representative that contacted me about my dispute.  She insured all my concerns were addressed.  She also made a resolution to this dispute in which both parties were satisfied.

 

I would like my statement appended to my dispute.

 

****** *****

** *** ***

******* ** *****

***** ********

********************

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Additional Notes

Complaint: When I opened my checking account in May 2014, I ordered two checkbooks. They were the same numbering sequence, so one was deactivated and I've been writing checks out of the other checkbook for the last year with no problem. My non-deactivated checkbook from Capital One 360 (*** ******) was cancelled randomly in June 2015, a year later, with no notification to me whatsoever. They are remedying by giving me a checkbook with a different sequence. That is fine, but I had written a check from the checkbook deactivated in June 2015 and incurred a "bounced check fee" by my landlord. This is not my fault and asked Capital One 360 to reimburse me for the $12 fee. They refused, even though the situation is their fault. They have screwed up twice, and now they want me to be responsible for a fee that resulted from their mistake.

Desired Settlement: $12 reimbursement and an apology.

Business Response: Dear Ms. ********: 

We are writing in response to the complaint that you filed with the Better Business 
Bureau (BBB) about a check returned on your Capital One 360 Checking account. 

We understand that our 360 Customer Satisfaction Team already reached out to you on 
this and confirmed that check #329 was returned because stop payments had been 
placed on the check numbers contained in the duplicative checkbook you mistakenly 
received from our vendor. The stop payments were placed as part of an upgrade to our 
check activation system and were not intended to apply to the original checks. 

Again, we understand the importance of paying your living expenses on time and can’t 
imagine how you must’ve felt when your check was returned at no fault of your own. We 
sincerely apologize for this inconvenience and have credited $12.00 to your account to 
cover the returned fee incurred from your landlord. 

If you incurred any additional fees because of this, please fax (1-302-255-3095), email 
(officeofthepresident@capitalone360.com) or mail documentation showing the fees you 
incurred to: 

Capital One 360 
ATTN: Office of the President 
30 7th Ave. South 
St. Cloud, MN 56301 

Please be sure to note your name and Username, and we’ll credit the reimbursement to 
your account. 

If you have additional questions, please reach out to us at **************. Associates 
are available from 8AM - 11PM EST Monday - Sunday or at 
**************************************. 

Sincerely, 
***** ******** 
***** ********, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

****** ********



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Additional Notes

Complaint: I was charged late payment fee when i didn't receive statement from kohls. When i requested khols about the same they rejected to waive fee. I was charged late payment fee when i didn't receive statement from kohls. When i requested kohls about the same they rejected to waive fee as it was kohls issue

Desired Settlement: Refund late payment feee

Business Response: Dear ***** ********, 

Your complaint filed with the Better Business Bureau (BBB) was forwarded to my attention in the 
Executive Office of Kohl’s for resolution. While Kohl’s has an established partnership with Capital One 
N.A., we provide the in-house servicing for your Kohl’s Charge account. As it is my intent to provide our 
valued customers with quality service, I appreciate the opportunity to review and resolve your concerns. 

In your complaint, you state you did not receive your March 2015 statement, which subsequently led to 
you missing your April 2015 due date and a late fee billing your account. You ask that we refund the late 
fee based on this information. 

As a courtesy to you, we have credited the $25.00 late fee back to your account. This credit resulted in a 
credit balance in the amount of $25.00. You can use this credit against your next purchase, contact us 
directly to have a check mailed to you, or a check will be automatically issued to you if the credit balance 
remains after 90 days of no new activity. 

Our records show that your March 2015 statement showed a balance of $54.11, with a minimum of 
$25.00 due by April 12, 2015. Regrettably, we did not receive your payment by the due date, resulting in 
the assessment of a $25.00 late fee to your account. This fee appeared on your April 2015 billing 
statement, which reflected a balance of $80.17 and a minimum of $51.00 due by May 12, 2015. On April 
22, 2015, we received your payment of $80.17, bringing your account balance to zero. 

I have confirmed that you registered for e-statements on November 17, 2013, with your email address 
listed as ************************. We have not received any returned statements from this email 
address. Even though the assessment of the late fee is in accordance with your Cardholder Agreement 
with us, we have refunded the fee as explained above. 

I trust the information provided resolves your concerns. If you have any further questions, please do not 
hesitate to contact me directly at 262-704-9413. 

Sincerely, 



***** ***** 
Sr. Executive Correspondence Advisor 
Office of the President 
Kohl’s Department Stores 

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Additional Notes

Complaint: Capital one repo my car. I got it back and it was damage and things was stolen out my car. I followed all the rules, it's been 4 months and I have spoken to Ms.******* who was handling my case she called me telling me that they approved my car getting fix. She told me that they sent the check to the dealership, then she told me that she didn't no which dealership. I called and sent emails she call me back saying she's still working on it. Then she called me on last Friday saying that they lost the check, I guess she forgot she told me she sent it to the dealership. She said she would call me 1st thing Monday morning she didn't. I called on Friday she never answer the phone so I sent a email and then today is Saturday I got a letter in the mail saying I DIDNT follow the process and that they not fixing my car, I need file with the tow company and the auction people. Capital one is a scam she lied to me the whole time. I have all my information all my emails and pictures. The calls I made, In the attempt of getting my car fix. I feel like she new from the start. Thank u!

Desired Settlement: Please fix my car, and stop giving me the run around. Thank u!

Business Response: Dear Ms. ********, 

I am writing you today regarding the situation you explained to the Better Business 
Bureau regarding damage to your vehicle during repossession. This matter was 
forwarded to Capital One for research and response. We appreciate the opportunity to 
address your concerns. 

First and foremost, I apologize for any frustration that has been caused by our handling 
of this issue or our communications with you. Capital One puts tremendous effort into 
providing excellent customer service, and we have fallen short in your case. 

Our records indicate you spoke with a Capital One associate on July 20, 2015, and were 
informed that the denial letter you received regarding your Damaged Car Claim had 
been sent in error. We apologize for any confusion this has caused. The claim you filed 
for repairs to your vehicle has been approved for $2,286.19. A check was sent on July 
22, 2015, to the repair facility by Ready Auto Transport that damaged your vehicle. 

If you have additional questions, please contact our Damaged Car Claims team at (800) 
735-8719. If you have questions regarding this specific response, I can be reached at 
(972) 515-2010. 

Sincerely, 





******* ** ***** 
Office of the President, Financial Services 
Capital One Bank, N.A. 

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Additional Notes

Complaint: I called Capital One - no one can help me. I became a member in March 2014. I requested the call strictly because of the commercials - no black-out dates for flying, no specific airline (the commercials had Alex Baldwin and now Jennifer Garner). I called Capital One and asked for that card SPECIFICALLY. I wanted it strictly for the miles. They asked even what I wanted to appear on the card, and I said a tropical beach, because that's my goal. And, I used the card . Now, I just tried to redeem my miles and was told that the card was not one where I can redeem my miles. I feel that it was pure fraud. Bait and switch. They will not give me anything for my existing miles which are in the thousands.

My complaint concerns: a Credit Card

Desired Settlement: I want Capital One to honor the miles that I was promised when I first joined. If not the miles, than I want money $400+ in order to book a flight from Providence to Newport News, Virginia, in October. I feel I was totally ripped off.

Business Response: Dear ***** ** *****, 

This letter is in follow-up to our conversation about your concerns to the Better Business Bureau 
(BBB) regarding the rewards program on your account. I would like to share my findings with 
you. 

Per our conversation on July 21, 2015, we reopened your account, and upgraded your account 
to a Venture card. You will be earning 1.25 miles on all of your net purchases. However, your 
new rewards earning will not start until 5-7 business days from accepting the upgrade. 

Your current card is valid until you activate your new credit card. Additionally, we added 20,358 
miles to the account. This amount was calculated based upon the life to date spending on the 
account which totaled $16,286.57. 

As discussed previously on July 13, 2015, the credit card account that you applied for did not 
have any type of rewards program. You told me that you had applied over the phone. I was 
unable to locate a call where we had processed an application over the phone. However, I do 
show that the account was opened on March 4, 2014, after we received an online credit 
application. Please be advised that your Welcome Kit states that with the Capital One Image 
Card, you’re able to redesign your card as often as you like. Just visit us online at 
capitalone.com/imagecard. I have also enclosed a copy of your Welcome Kit for your review. 

On July 10, 2015, you contacted us requesting to redeem your miles. We advised you that your 
account is not currently enrolled in a miles rewards program. We also advised that we are 
constantly making new options available, so you can always check back to see if new offers are 
available on your account. Since the account was not on a rewards program, you requested to 
close the account and we did so that same day. 

When applying for the credit card online, a disclosure is provided, and may assist in helping to 
make an informed decision prior to accepting the terms and conditions of the account. Prior to 
completing the online application, the terms of the account that are disclosed must be accepted. 
We found no error in the servicing of your account. Capital One complies with all applicable 
laws and regulations. 


© 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. 




If you have additional questions or concerns, please give me a call at 800-955-1455, Monday 
through Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the 
following six digit phone PIN available: 858834. I’m glad to help any way that I can. 

Sincerely, 



***** ******, on behalf of Capital One 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

***** *****



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Additional Notes

Complaint: On April 2, 2015 I wrote Capital One a letter in regards to a collection bill, that was on file in my name. I have not received a response from them at all. Today is July 16, 2015 and I still have not received a response. I am asking them for proof of the account, and if there is an account I would like to set up payment arrangement. But first I would like PROOF OF DOCUMENTATION that the account is mine. The account number is **************

Desired Settlement: I would like proof that this is account is mine, and if so I would like to make payment arrangements. If the account is not mine I would like it removed from all 3 of my credit reports asap!

Business Response: Dear ******* ***** ******, 

This letter is in follow-up to your Better Business Bureau request for validation of the account, 
payment arrangements, and to delete the account from your credit file with the Consumer 
Reporting Agencies (GRAs). I have information to share. 

A review of your account shows we received a letter from you dated April 2, 2015, requesting for 
assistance with making payments on the account due to a hardship. On April 10, 2015, a letter 
was sent to you advising you to contact ***** *********** at ************ as they are the new 
owners of the account and can assist you with payment arrangements. 

Due to delinquency, your account charged off on November 3, 2008, with a balance of 
$1 ,040.56, and sold to ***** *********** on June 22, 2009. Capital One is no longer reporting 
your account. The debt buyer ***** *********** may still be reporting the account. Please 
contact ***** *********** at ************ for any questions or concerns regarding the 
account. 

I have confirmed the account was opened on March 9, 2005. I have enclosed a copy of the 
application. The application has an address listed of **** ******** *** * *******, California 
*****. This address has been linked to you through public records from February 2005 through 
October 2013. For your view, I have enclosed a copy of the application and copies of 
statements from September 2006 through October 2008. 

If you have any questions or concerns, please give me a call at ************, Monday through 
Friday from 8 a.m. to 4:30 p.m. PT. When contacting me, please be sure to have the following 
six digit phone PIN number available: ******. I'm glad to help any way I can. 

Sincerely, 


********* ******, on behalf of Capital One 

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