POBOX 85870, VIRGINIA -- To make a long story, I've been a customer for years and have two accounts with them. Each month I would send one check payment for both of my accounts. On my check I would include both acct# numbers, and the dollar# amount for each account. I would also, include both payment slips indicating how to apply my payment. Well in, January of 2009 Capital One applied my check payment to just one of my accounts, not only that they applied my check as a digital payment. Which means the bank does not receive a copy of the front and back of your check. So the account where my payment was not posted to I got a late fee of $40.00 month after month.
I of course tried calling to explain what happened and that my payment was misapplied without success. To date I have been billed illegally $488.00 in late fees since Feb of 2009. Before then, my account was in good standing and current. Not to mention all the payments I have made the last year have not been applied to my balance, but to late fees in which I still getting every month to date on 3-29-10. Not to mention affecting my credit, higher interest rates.
I thought that one could only receive 4 or 5 late fee charges for the same occurrence anyway? Capital One has charged 12 late fee charges for the same occurrence? I continued making my regular monthly $40.00 payments- but Capital One did not apply my payments to my balance but to my late fees, which I'm still accruing every month. I've tried calling to get resolved with no success until I ended up having to file a complaint with the (Comptroller of The Currency) in Aug 2009, which is supposed to be the Watchdog for consumer with Bank Credit Card Complaints.
Truthfully, (Comptroller of The Currency) have not been much help either. They automatically accept the word of the rich Capital One Bank without reviewing the proof I had provided. I'm currently in an appeal status, we'll see what happens. Today, I received a letter from Capital One offering to give a partial credit $390.00 on my account. Stating, I still owe $151.00 dollars in late fees. I do not accept their offer.
I do not accept to pay what I do not owe-not to mention the $480.00 worth of payments I made within the last year not being applied to my balance. Not to mention my credit being scarred. Not to mention, my interest rate they jumped from 14.99% to 22.99. See my partial reply to Capital One Bank: How many other people have you done this too? I notice in your reply that you ignored my request for a copy of the Front & back of my paid check **, why? Because as I stated previously it will show how I requested my payments to be applied. Payments for account #** for $20.00 & #** for $26.00 was misapplied to only acct#**.
And as you mentioned #** payment slip shows a payment amount of $20.00, and on that same slip #** for $26.00 was written. You use the excuse, that because you LIE and state there was no payment slip for #**, that justifies you applying the full amount to # **. I have had these two accounts for years and have paid the same way with two payment slips. There was a second payment slip for #** which shows $26.00 on that same payment slip account #** for $20.00, which matches what is listed on the check.
But say, if it was true, which is not. That is absolutely no excuse for applying my payments to one account, when that payment slip tells you in writing how to apply my payment to the two separate accounts. And list on the payment slip the other account and the dollar to apply payment. Not to mention my check, that it's also in writing tells you how to apply my two payments on both accounts, not just one account.
WHAT YOU ARE DOING IS CRIMINAL- That you would continued to illegally bill me going on a year for late fees, when you have proof of my payment being received and on time. You refuse to admit you made a mistake and correct it! WELL, I REFUSE TO PAY MORE THAN I OWE AND I WILL FIGHT TO THE END. That means contacting and making complaints BBB, News Blogs, Consumer Agencies and spreading the word about your illegal billing practices!
In June 2007 I opened a Cap 1 rewards money market account and transferred funds into it electronically from my credit union. I subsequently set up an automatic monthly transfer ($900) from my credit union checking account to the Cap 1 account. After a couple months I decided I didn't like that arrangement, and I went online and deleted the automatic monthly transfer (more on this comes later). Everything was fine with the account at that point. I periodically checked the account online.
Around May of 2008 I tried to check the account and couldn't get on. The message said that the system was being "serviced" and to try later. After multiple tries over about a week, I finally called the bank. I was told that I couldn't access that account online, because I had to use my "business account" number.
This was interesting, since I don't have a business or a business account. I explained this to the representative who (unbelievably!) argued with me that yes, I did have a business in Orlando, and a business account. I insisted that NO, I don't have a business, don't have a business account, and have never even been to Orlando! When he finally transferred me to another representative the second guy was able to figure out that there was a business account set up with a tax I.d. number the same as my SSN and they had linked the accounts.
While I guess this is a mistake anyone could have made, it did not inspire confidence in me, so I transferred all my money back to the credit union and planned to close the account in a couple weeks. Well, I never got around to closing the account, but since there was no money left, I didn't worry about it.
(Now back to the automatic transfer...) Then, in November of 2008, I got an email saying that my scheduled automatic transfer of $900 would take place that day. I really thought this must be a scam email, but called Cap 1 to make sure. In fact, there WAS a scheduled transfer in their system. When I told them that I had cancelled the automatic transfer online a year ago, the representative replied that the cancellation is only effective for 1 year from when it is placed, AND THEN THE AUTOMATIC TRANSFER REQUEST IS REINSTATED!!
How is that even legal!? I couldn't believe they could do this. I told him to stop the (unauthorized!) transfer. He said he couldn't. I told him to close my account. He said he couldn't. I said "let me talk to someone who can do something." Ten minutes later, I talked to a woman who said she was stopping the transfer as we spoke, and closing the account.
Since I didn't have much confidence they would actually do what they said, I then called my credit union and asked if they could stop the transfer on their end. They said they couldn't, but to monitor my account over the next couple of days (this all happened on Friday afternoon) and see if the money got moved. If it did, I could come into the Credit Union and place a Fraudulent Transfer claim. Well, as of Monday morning, Cap 1 had taken $900 from my credit union checking account, so I filed the Fraudulent Transfer claim.
I have the money back in my checking account now, but I still seem to have a working Capital 1 account. They actually had the nerve to call my credit union to claim I was trying to pull something over on them!! I would avoid this company like the plague. Regardless how appealing their bonuses or rewards are, the risks and hassle are not worth it. I'm just glad this hasn't cost me any money, like most of the others who've posted here.
MARYLAND -- I don't know where they found the people who work for this bank, but they are without a doubt the most ignorant people I have ever encountered in such a setting. I never had any problems with Chevy Chase Bank, but as soon as Capital One took over, everything started to go wrong. The two most frustrating things are: 1. You have to have at least two and a half hours to kill if you need to go to a branch and speak to a person (who has that kind of time?). 2. In this modern age, they have no way to provide you with a statement except by mail.
I had the day off yesterday, so I went to a branch and waited and waited to see someone. I asked why I can't get access to my account through their online banking system. I had some little ghetto ass punks make fun of me and tell each other I must be stupid if I can't get it to work. One little kid just stood there playing with his crotch the whole time and looking at the guy next to him. The other one gave me all kinds of attitude, but couldn't answer a single question.
I then waited again to speak with a "specialist" who was no better. I also asked why my "incredible interest" account is not earning any interest despite meeting the necessary balance requirements. The "specialist" was able to view both my balance and the account minimums. However, she was completely incapable of comparing the two and determining which one was greater. She got so confused, she decided to just close the account and start a new one??
When she told me her intent, I said "NO! I will be back later to close my account and will not be opening any new ones with you." I then asked for my ID back and she refused to give it to me. For 10 minutes I demanded she return my license and she only did so after I indicated I would call the police.
As we all know, we are in some tough economic times. My Capital One bill was running a bit late and I was aware of this. I called them, trying to work out some kind of payment plan (I've never had to do this, being a long time customer). The woman I spoke with was very nice and allowed me to make two separate payments, one on the 15th and one on the 21st. I specifically told her that I needed it to be removed on the 21st because that's when I would get paid. She said that would be fine and the payments would post to my account within 24 hours. The first payment came out just as she said on the 15th.
The second however, didn't come out until the 27th, almost a full week after what I had requested. I received a bounced check fee (incredible considering I requested it to be debited) of $30. I got paid, in form of direct deposit to my bank on the 27th so I assumed that the extra money in my account was due to my recent raise and spent a bit. Now, Capital One's very rude representative is telling me that it's my fault, I should have known better and if I didn't want it to be taken out I shouldn't have allowed them to do it. I try to explain to him that if the money was removed when I requested, I wouldn't be having this issue.
He got very loud with me and I asked for a supervisor. The supervisor, who was also rude, huffed and puffed through my very calm demeanor and told me more or less to suck up the charges. It wasn't her fault, after all, that I wasn't told by HER REPRESENTATIVE that the money would not be debited but removed in the form of a check and not for another 6-7 days after the request. I have never had to make a payment plan on my bills so I think it is terrible to treat a customer this way. They were rude, frustrating and loud.
They put me on hold for an extremely long time, there was laughing in the background while the SUPERVISOR was having another conversation and all I was trying to do was a good customer. All I was asking for was an apology for this miscommunication and a credit of $29.00 on my next bill. They scoffed and continued to tell me about how I should better watch my finances. I agreed that while that may be true, if the money was removed when I asked, we wouldn't need to discuss this. I canceled my account and will not, ever, use Capital One's services (if you can call them that) ever again.
What a complete nightmare! We got this card thinking it would be great for international travel. Wow, were we wrong. We were overcharged by Advantage Rent a car in Mexico City, and tried to dispute a portion of the charge ($92.95) immediately when we got back to the US.
Capital One not only made it impossible to dispute the charge which Advantage Rent-a-Car admitted was incorrect (now bankrupt with its assets in liquidation), but they then made big accounting errors, charged us finance charges that they later only removed after we had to explain to them like grade schoolers why their arithmetic was wrong, and they have outsourced their customer service so nobody has any authority to use common sense.
So our disputed charge is a long story but we booked a rental car on Travelocity and then were charged an entirely fraudulent exchange rate overcharged on top of that, and the office which was supposed to be open 24 hours was closed when we went to return the car and catch our international flight.
After numerous telephone calls, over a hundred pages of evidence, faxes and letters, we ended up asking to close our account. Not only did we waste a ton of time, we got different answers whenever we called. The customer service reps have no authority to resolve anything and they honestly asked us to provide them a "second opinion" from a competing car rental company in Mexico City who was willing to say that we were overcharged. C'mon! Setting aside that no other car rental company is going to do that for a complete stranger anywhere (and Capital One knows that, which is what one representative admitted to us, agreeing that it is just their way of making charges impossible to dispute). We had provided Capital One our rental agreement, our Travelocity reservation, written statements, and pages of online comparisons which were obviously not enough.
It gets worse. The partial charge was credited, then re-debited to our account, but not just the part we had disputed. No... Capital One charged us the full amount again (part of which we had already paid since we only dispute A PART of our charge). Several calls, faxes, letters later they re-credited us but for the wrong amount, then (despite being specifically told by a customer service representative that they would not charge us anything further) they charged us a finance charge even though we had already paid it off and then a late charge. Several calls, faxes later, they told us to re-dispute the charge and finally in the end, having gotten to the point of complete frustration I just paid the amount that the unscrupulous car rental company had overcharged us, and requested that my account be closed. Still Capital One has not closed my account.
NEVER USE THIS CARD! They do not have your back, put something else, cash in your wallet!
I have been a long time customer of Capital One banking and credit cards without a problem. I started the online bill pay several months ago and was excited to have a new easy ability to pay bills. I downloaded the iPhone app for Capital One to pay some bills. I paid them through my phone and it did not look like it went through the next day. So, I made them again.
Once I got back from vacation, I got to a computer to check and there was double payments for everything. However, it was not showing up that way on my phone app. I immediately sent an email requesting that they void the double transactions and never heard back. So, I called the next day and they told me they phone app does not work correctly. I asked them to void and the representative wanted to charge me $35 a check. What? It was your app that was not working correctly.
I cooled down for a couple of days and called back a second time. This time things seemed to be more understanding and I was told that the stop payments would be put in place at no charge to me. I wake up this morning to see my account overdrawn. I call bill pay and was told the representative from before told did not leave good notes and there was nothing about covering the stop payments.
Then I went on to explain what happened. I was told it would be her word versus mine and they do not place things in writing. Then the representative told me that even though the app was acting up (even though I did not know) I should have called before making double payments and it was my fault. I was like, "so since you app does not work and you failed to let people now, it is my fault because I did not call you?" Yes, that is correct. Unbelievable that a company cannot recognize a system's issue and correct it for their clients. This is poor judgment of the bill pay side of the bank.
SALT LAKE CITY, UTAH -- I received an offer from Capital One for convenience checks with a very low promotional rate as long as checks posted by a certain date. So I wrote two checks a couple weeks before that date. The first posted to Capital One within a few days and I received the promotional rate on it. The second posted to the Capital One card - on the last date the special rate applied. When I received my statement though, I did not get the promotional rate even though the mailing clearly stated in multiple places the offer was good through that date. Thankfully I kept all the paperwork.
So Capital One is INCORRECTLY charging the wrong interest rate on this transaction, one almost four times higher than the promotional rate. I phoned Capital One and was on the phone for 30 minutes with a representative stationed God-knows-where who could not help.
The supervisor he transferred me to was better; she is sending this over to another department to review. Just in case that is not enough to get this corrected, I just wrote their Disputes department, and am sending copies of all the paperwork I saved, including the initial offer which clearly states "must post by x/xx." And my caveat to you reader is to save paperwork and check your statements carefully, especially when dealing with Capital One.
RICHMOND, VIRGINIA -- Months ago I needed to send some money to my mother who lives in Brazil. She doesn't speak English, has never been or has any intention of ever coming to the US and of course, doesn't have a social security number either. Luckily for her, she never had the unfortunate experience of ever being contacted by those credit ** "Capital One".
I used Western Union (bad, bad idea!) to send the money. Even though I called Western Union and specifically told the representative that I didn't want to share my personal information or have the info on the money transfer sold to other companies, Western Union sold it to one of the biggest junk mail senders in the World, Capital One.
Didn't take long and my mail box has been flooded with unsolicited credit card offers from capital One. I called them and gave all the info to the representatives who in more than one occasion have promised me that the harassment was going to stop. It doesn't. All these letters come in my mother's name with the same misspelling that the Western Union had. It's pathetic and I'm really hopeless. When I see or hear the word "Capital One", the first thing that comes to my mind is a dusty basement office in some condemned building, in a God's forgotten little town in Oklahoma with some crook trying to steal people's credit information using a rotary phone. I hate this company!
Today I called again after receiving another letter in the mail. I spoke to Laida ID# ** and just like every other time I called, she told me that my mother's name was removed. They keep on saying it but I keep on getting the junk mail. She claims that it should stop by 11/12/10. I doubt. They lie to you all the time! Stay away from Capital One! If you're not a customer and get all this aggravation, can you imagine the hell you will get if you actually sign up to do business with them? No way!
CHARLOTTE, NORTH CAROLINA -- My wife got behind on a credit card bill with Capital One, but agreed to pay it through a collection agency (United Recovery Systems). We have been paying this bill for the past seven months now and all of a sudden, I receive a bill from Capital One requesting payment also.
After speaking with a supervisor for Capital One, she stated that due to President Obama, they are required to send a quarterly statement and that is what it was, a quarterly statement and not a bill. The problem with her statement is that, a quarterly statement would not come with a detachable payment sheet, payment instructions, and an envelope to mail this mythical statement (payment) in with. On top of that, it is the first one that I received in the past seven months of making payments. They were also charging me interest, which United Recovery Systems stated at the beginning that they would forgo once I started making payments to them on behalf of Capital One.
Now I am told that they (United Recovery Systems) forgot, missed, or just plain didn't do it, but United Recovery Systems stated that they would stop the interest as of right now and try to backdate it with no guarantee that they could, even though that was our original agreement in the beginning.
I contacted the Kentucky Attorney Generals office of Consumer Protection and informed them of this and was told to send a complaint with all documentation attached. An employee of that office informed my husband that they are very interested in this because others in the same situation may mistakenly send in payments and therefore be making double payments. She also told him that once a collections agency gets involved, that it is illegal and a company cannot bill a customer period.
I feel that this is something that needs to be told to the general public, so that no one is duped into making a duplicate payment. I attempted to get an email from Capital One to send a copy of this, but they refused to give one and stated that they only do correspondence through mail or fax, so I sent this to their abuse department. After all I guess you could call this abuse to the nth degree.