Capital One Financial Corporation

Dear Ms***: We are writing in response to the complaints that were forwarded to us from the Consumer Finance Protection
Bureau (CFPB) and the Revdex.com (Revdex.com) regarding our dispute process for unauthorized transactions not yet posted to your Capital One account ending in 3588. We understand you preferred to dispute the unauthorized transactions right awayHowever, we are unable to accept and process a dispute on a “Pending” transaction that has not been finalized and the funds not yet delivered to the merchantPending transactions may not post to your account, therefore, we must wait until the funds actually post before a dispute can be submitted. When you called to notify us of the fraudulent transactions on June 1, 2015, we were unable to submit the $*** *** dispute because it was still pendingOnce it posted to your account on June 2, 2015, you submitted the dispute onlineWe reviewed the claim and closed it in your favor the same dayIn regards to the $purchase at *** ***, we confirmed that this transaction was declined on May 30, 2015, and wasn’t authorized on your joint holder’s cardAs a result, this transaction did not post to your account. When we contacted you on June 5, 2015, to further explain the process, you asked to close your Capital One accountsWe confirmed the accounts were closed and the funds transferred to your *** *** checking account. We appreciate your honest and direct feedback regarding this experienceWhile we can’t say any changes will be made to the process, we’re always looking for ways to improve the experience for our customersIf you have any questions please reach out to us at 1-888-464-or at [email protected] are available from 8- AM to PM, days a week. Sincerely,
*** *** *** *** on behalf of Capital One

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

Customer service is terribleThey never sent me my credit card and stated that they will not refund me for two months!! I asked the rep to overnight my card or I will be forced to cancelShe then cancelled the account without trying to resolveStay away from this company if you'd like to avoid a headache

Our customer has requested a copy of a lien release/title for a *** *** *** sports vehicleWe confirmed that a lien release letter was processed and was sent 5/21/to the customer by ***The tracking number is *** and he will receive the document 5/22/We called
the customer to advise him of the delivery. We apologized for the delay from his previous requests

[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.]
Revdex.com:
I have reviewed the
offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Thank You for your helpThe Revdex.com website does not provide a response service for which I can send communicationsI have to goto the Revdex.com to read, go back to my email account, locate the email sent and respond to youPlease provide instructions or functionality to respond directly on Revdex.com's website when I log in to view responses sent. I appreciate all of the help providedThe Capital One matter is resolved. Respectfully,*** ***

Revdex.com:
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,
*** ***
This is an on-going attempt to collect significant interest from me since I do pay the balance on timeThe response is completely unsatisfactoryPlease make sure my complaint shows up in the Revdex.com ratings
*** ***

Revdex.com:
Please forward my response to Capital OneAlthough I am accepting the offer, because they are refusing to refund any thing beyond this.Please forward
this message as I wish to notify Capital One, that they have lost me as a loyal/long time customer, and in the near future I intend to close all business that I have involved with Capital One- credit cards, checking, etc., and I will no longer recommend themI do not expect them to care, as they have shown me in this situation that they could not care less about their customers
Regards,
*** ***

Revdex.com:
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
First, their letter stated that the account was open on Nov 3, using my name, social security number and a address and phone number that I never had (have my current address since 1982)
Second, their letter acknowledge my fraud claim filed to the consumer reporting agencies on Feb 2, (nine months before the opening of the account they claimed I open with them ???)
Third, On you "investigation" of my dispute on September 10, You decided that I was responsible for the debt - was your decision based on having my name and social security number?
Fourth, On Feb 23, I received a letter from you office *** *** *** *** *** *** ** *** dated Feb 17, in response to a case number *** on account ending in stating that you looked into my claim and found that it is fraudulent and you have sent a request to the credit reporting agencies to delete this account from my credit file (file attached)
Today, March 21, I received this e-mail from the Revdex.com in relation to my complain and Capital One offering letter contradicted the letter I received from them on Feb 23, (see Fourth above)Conclusion, I will accept Capital One letter dated Feb 17, in relation to account # ending on *** and Case # *** after I received from them a copy of a report from the credit reporting agencies *** *** *** *** *** ***
Regards,
*** ***

I have never been over 30+ days past due with my credit card payment to Capital one I asked them to correct this their was a system issue to where I couldn't get in to the account in the Two years I have had the service I have never been late I talked to a Supervisor stated that my payment is due on the 10th of each month I edu the supervisor that not the understanding that I had my payments have always need on the or of each month bc I have never had an issue with the company I dont look at my statments what ever I use the card for is what I make my payments forI asked the Sup to have this removed and corrected the sup told me noi have a screen shot of the message I gotbut that still wasnt good for the sup that was being rude

Revdex.com:
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,
*** ***
Capital one was supposed to manually review my request for a reasonable credit line increase but never followed up on they gave me an insulting dollar increase on the one cardIm tired of having low limits on my car it affects my credit when I charge a few hundred dollars a month but by doing this because my limits are so low it jumps my utilization beyond percentThey never contacted me or sent me any letter for there reasoning behind this minisucle limit increase I have made my payments on time and more than the minimum amountIf capital one does not increase the limits on my card I will pursue this matter either through a state agency or through a legal processI want to use my quick silver car for the rewards but its hard to when the limit was so low capital one needs to respond to this complaint and if they do need to speak to me it needs to be don't via email only
Modification/discontinuance of an advertised claimselectDesired Outcome: I wat to have credit limits of $on each card

I had fraud on my card and when I was dealing with that I didnt pay my payment and I talk to a lady ( her ID # is *** ) said that she is going to get it fix and send me a new cardShe submitted my credit to be fix and never did! My account is blocked and I can never used itSO NOW I AM ***I am in collections when I am still paying my payment!

[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.]
Revdex.com:
I
have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
I ACCEPT THE OFFER, IN AS MUCH AS I DID RECEIVE A CHECK, HOWEVER THEY DID NOT ADVISE ME THAT A CHECK WAS ISSUED ON JANUARY 16THIF THEY HAD I WOULD NOT HAVE CONTACTED THE Revdex.com

We resolved the customer's concerns by phone on March 3, 2015, and confirmed Mr*** received his card we re-issued on February 13, In addition, we informed the customer's current balance as of March 3, 2015, is zero with a credit balance refund on the account for $248.52, but is
subject to change contingent upon daily purchases

Revdex.com:
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,
*** ***

Dear [redacted], I'm reaching out to you about your concerns to the Revdex.com (Revdex.com) about your account.
"">We were unable to find any calls where you were provided the information you stated in your complaintOur goal is to provide the highest level of quality service to all of our customers. We're sorry to hear that the service you received did not meet your expectations.
I understand your concerns about a hold on your payment and not having those funds immediately availableSometimes a hold is placed on them while the bank processes the paymentAs of the date of this letter, the funds are available for useI apologize for any inconvenience this may have caused you.
Here are a few things you can do to help reduce the likelihood of having a hold placed on your payments: - Continue to make payments on time - Avoid having payments returned - Ensure payments aren't higher than your credit limit - Keep your balance within your credit limit - Use the same bank account for payments when possible In your correspondence, you also state that you had concerns about it taking five months to receive your credit cardI was able to confirm we attempted to send the card to you previously and the card was returned because we did not have a good address on fileWe did not receive any other calls on this account until September 23, 2016, when we expedited the card. Additionally, you requested to have the *% Introductory Annual Percentage Rate (APR) extended by five monthsUnfortunately, we are unable to extended the introductory rate by five monthsHowever, we did make the business decision to extend it to April 1, 2017. © Capital OneCapital One is a federally registered service markAll rights reserved. If you have any questions or concerns, please give me a call at 800-955-1455, Monday-Friday from a.m.-p.mETWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted]I am glad to help any way I can. Sincerely, Tiffany R[redacted], on behalf of Capital One cc: Revdex.com

Dear [redacted], We are responding to your correspondence received by the Revdex.com and our conversation on January 9, 2017, regarding your account.
"">Thank you for taking the time in speaking with me and clarifying that your request is to settle your account and not to review your statements to identify possible unauthorized transactions on your accountPlease note our Fraud Department is happy to assist; however, without knowing which transactions are unauthorized we are unable to file a fraud claim for investigation. On November 2, 2016, we received your payment of $[redacted]This payment was returned on November 9, 2016, for insufficient funds. Our records show that your account was enrolled in a Debt Management Program on July 9, 2015, with monthly payments in the amount of $[redacted]Unfortunately, we do not have other payment assistance or settlement offers available at this time. We understand you would like us to delete your account from the Consumer Reporting Agencies (CRAs)We have confirmed your account is reporting correctly to the CRAs as closed by credit grantor with a balance of $[redacted] and days past due in December For this reason, we are unable to delete the reporting. © Capital OneCapital One is a federally registered service markAll rights reservedIf you have questions or concerns, please give me a call at 800-955-1455, Monday-Friday from a.m.-3:p.mPTWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted]I'm glad to help any way I can. Sincerely,Patricia M[redacted], on behalf of Capital One cc: Revdex.com

Dear Mr[redacted]We have reviewed the situation you explained to the Revdex.com and want to address your concerns.
"">Thank you for providing your feedback relating to your experience with our total loss processFeedback is always important to us, and helps us identify opportunities to improveWe have provided your feedback to the appropriate managers to ensure that we provide excellent customer service moving forward.We were notified your vehicle was declared a total loss on December 7, We provided your insurance company a payoff quote, in the amount of $[redacted], on December 13, This quote included all unpaid fees and unposted payments which were required to pay the account in full.When your insurance company sent Capital One Auto Finance the payoff check, they did not include your name or an accurate account numberAs a result, we were unable to apply the payment to your account until December 27, However, we back dated the effective date of the payment to December 17, 2016.As a customer courtesy, we waived $[redacted] in late fees on December 15, After processing the insurance company's payment, and waiving the late fees, your account has a surplus of $[redacted]We issued an electronic refund in this amount on January 9,2017.Should you have any questions regarding your account, please contact our Customer Service Department at (800) 946-If you have additional questions regarding this specific response, I can be reached at ([redacted]Sincerely, Tierra C[redacted]Office of the President, Financial ServicesCapital One

Dear [redacted] We reviewed the concerns you expressed to the Revdex.com (Revdex.com) regarding our available account ownership options and wanted to follow up with you.
"">Please know at this time, we've made a business decision to not offer beneficiary, trust, or payable on death options on our Capital One deposit productsThat said, we do offer the option to add a joint holder to those accounts and have a process that an executor would follow should an account holder pass away. We understand this is not the outcome you were hoping for and appreciate your feedback. While we're unable to confirm if or when these options will be available for products, we'll update our website with any changes that are made.If you have any questions regarding the details of this letter, you can reach me directly at 1-302-255-I'm generally available Monday through Friday, from AM to 4:PM ET. Thanks, Alyse Y[redacted], on behalf of Capital One cc: Revdex.com (Revdex.com) © Capital OneCapital One is a federally registered service markAll rights reserved

Dear [redacted]You recently contacted the Revdex.com with concerns about this account and we understand you believe that it may have been opened without your permission
"">We did some research and confirmed the account ending in was opened on May 26, 2015, with an inbound phone call applicationAfter reviewing your case, we believe the account belongs to you and that you are responsible for the balance for the following reasons:x The July billing statement (copy enclosed) reflects an airline purchase with your name listed as the passenger.x The Social Security number and date of birth we have on record for this account was verified as yours in our review of public records. x The address and phone number we have on record, [redacted], and [redacted], have been linked to you by public records.On February 16, 2016, your account was charged off with a balance of $[redacted]We understand you would like us to delete the information we reported about your accountOur records show that this account is reporting as charged off and closed per credit grantorWe confirmed that we're reporting accurate information, and are for this reason respectfully declining your request to change the information we are reporting. On January 3, 2017, we requested that the [redacted] report your account as being disputed by youPlease allow up to days for these agencies to update their records. If you have any questions about how this may affect your credit file, please contact the agencies directly. [redacted]
© Capital OneCapital One is a federally registered service markAll rights reserved.We received multiple dispute notices from the [redacted] stating that you believe this account does not belong to youOn October 14, 2016, we contacted you for additional information concerning your claimDuring that conversation, you advised you would send a copy of the police report; unfortunately, we never received the report from youWe continued our investigation and responded to your concerns on October 19, 2016, December 15, 2016, and December 29, For your review, I've enclosed copies of the letters we sent concerning this. If you have any questions or concerns, please give me a call at 800-955-1455, Monday-Friday from 7:a.m.-p.mPT so we can work this outWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted]I'm glad to help any way I can.Sincerely,
Lola L[redacted], on behalf of Capital OneEnclosurescc: Revdex.com

Capital One® PO Box 85870 Richmond, VA 23285-5870 January 3, 2017
"">[redacted] [redacted]
[redacted]
[redacted] Re: Account ending in Capital One Case: [redacted] Revdex.com No: [redacted] Dear [redacted], I'm reaching out to you about your inquiry to the Revdex.com (Revdex.com) regarding your account ending in We take your concerns seriously and have more information we would like to share with you about this. Our goal is to provide the highest level of quality service to all of our customersWe're sorry to hear that the service you received did not meet those expectationsPlease be assured that management has been provided the feedback. We took another look at your account and made the decision to apply a one-time credit of $[redacted] to your account balance, which will appear on your December statement. We have good news! x Your account is now unrestricted, and we sent you a new credit card on December 10, 2016 x All the terms and conditions of your account will remain the same x As of the date of this letter, your current balance is $[redacted] If you have questions or concerns, please give me a call at 800-955-1455, Monday-Friday from a.m.-3:p.mPTWhen contacting me, please use [redacted] as the 6-digit PIN when promptedMy 7-digit extension is [redacted]I'm glad to help any way I can. Sincerely, Jamie G[redacted], on behalf of Capital One cc: Revdex.com © Capital OneCapital One is a federally registered service markAll rights reserved