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Central Virginia

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Description

Capital One Financial Corporation is a credit card issuing company. The firm issues secured and unsecured credit cards and is a direct marketer of consumer lending products.

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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

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

  • Government action(s) against business

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 7119 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

7119 complaints closed with BBB in last 3 years | 1425 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 262
Billing/Collection Issues 2551
Delivery Issues 45
Guarantee/Warranty Issues 21
Problems with Product/Service 4240
Total Closed Complaints 7119

Additional Complaint Information

On May 1, 2012, Capital One acquired HSBC’s domestic credit card portfolio.  This includes accounts from Orchard Bank, Household Bank, Direct Merchants and several other retail brands.  For more information or if you have questions, visit the Capital One web site at www.capitalone.com

Customer Reviews Summary Read customer reviews

15 Customer Reviews on Capital One Financial Corporation
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 13
Total Customer Reviews 15

Additional Information

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BBB file opened: December 20, 1994 Business started: 05/03/1994 in VA Business incorporated: 05/03/1994 in VA
Type of Entity

Corporation

Business Management
Mr. Pat Jernigan Mr. Richard Fairbank, C.E.O. Mr. Tim Nelson, Extended Operations Manager
Contact Information
Principal: Mr. Pat Jernigan
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 Credit Card Capital One Direct Bank Capital One HealthCare Finance Capital One Home Loans Capital One Services, Inc. Capital One Small Business Direct Authority Bankcard ING Direct ING Sharebuilder Sony Card Sony Card Product
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Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business.
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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On July 16, 2012, Capital One Bank entered into a Consent Order with the Consumer Financial Protection Bureau.  The Order settles allegations that the business used deceptive marketing tactics to pressure or mislead consumers into paying for "add-on products" such as payment protection and credit monitoring when they activated their credit cards.  Under terms of the Consent Order, Capital One agrees to end deceptive marketing and completely repay two million consumers.  The Consent Order was for settlement purposes only and should not be considered as an admission of guilt or finding of violation of the law.  For more details, go to  http://www.occ.treas.gov/news-issuances/news-releases/2012/nr-occ-2012-110a.pdf