Capital One Financial Corporation

[redacted]Thanks for speaking with me about your request submitted to the Revdex.com ofCentral Virginia (Revdex.com). Please consider this letter as a confirmation of our conversation.I confirmed there are no pending or recent applications for a credit card in your name in...

oursystem. Additionally, the only account on record was closed on June 22, 2002, and is no longerreporting to your credit file. The inquiries appearing on your credit file are instead pre-screeninginquiries related to solicitations. These inquiries are soft inquiries, which do not negativelyimpact your credit score, and are viewable only by you.To address your concerns, I’ve updated your privacy preferences to opt-out of mail solicitationsfor the following name and address combinations:[redacted]
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[redacted]I’ve also updated your preferences to opt-out of email solicitations to [redacted] andtelemarketing calls to [redacted]Per our phone conversation, please keep in mind the following timeframes for your preferencesto take effect:Mail Offers Opt-Out: If your name was previously selected for any of our upcoming mailpromotions prior to this request, it’s possible for you to receive information from us overthe next several weeks.Phone Offers Opt-Out: It may take up to 30 days for your Do Not Call request to beremoved from all offers. If you receive a Capital One telemarketing call during this 30-day period, please inform the caller that you’ve recently made a request not to receivetelemarketing calls or ask the caller to submit a new Do Not Call request.Email Offers Opt-Out: If your name was previously selected for any of our upcomingemail offers, it‘s possible for you to receive information from us over the next 10business days.Your choices will only apply to the contact information you provided. If you move or change anyof the above information, you’ll need to contact us to update your preferences again.It was my pleasure researching this matter for you. If you have additional questions or concerns,please give me a call at [redacted] Monday through Friday from 9 a.m. to 6 p.m. ET. I’mglad to help any way I can.Sincerely,

Dear Ms. [redacted] 
We have reviewed the situation you explained to the Revdex.com and want to address your concerns. We appreciate your feedback regarding your recent experiences, and have forwarded it to the appropriate manager for review. Feedback is always...

important to us, and helps us identify opportunities to improve. I attempted to contact you by telephone to discuss your concerns, but was unable to speak with you. I hope that this response addresses your concerns. However, if you have additional questions after reviewing our response, please feel free to contact me at the telephone number provided below. We are sorry to hear about the circumstances which have caused your account to fall behind. Upon receipt of your complaint we completed a thorough investigation into your concerns, and confirmed you were provided with all available options for which your account is currently eligible. At this time your account is not eligible for an extension. While it is our wish to assist every customer in some instances we are unable to do so. As of the date of this letter, your account is 73 days past due for your October 2016, November 2016 and December 2016 payments. We would encourage you to contact our Customer Service Department at (800) 946-0332 to make arrangements. If you have questions regarding this response, you may contact me directly at [redacted]
[redacted] 
Sincerely, Dustin D[redacted] Office of the President, Financial Services 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 [redacted], and find that this resolution would be satisfactory to me. The company has already made this adjustment on the account and I fully consider this complaint resolved. If for any reason the adjustment is reversed and the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There is no reason for the payment due date not to be the closing date of my billing. If I pay beyond the payment date, I get a late charge, but they don't count any payments after that towards future payments? Basically, it says for 5 days after the previous billing date I can't post any payments without being docked in some fashion, either by having to still pay another fee or another portion of the bill.
This is illogical and serves to confuse consumers. For a mortgage or any other form of debt, you pay early and it goes to your next payment (unless otherwise specified) after the due date passes. The due date IS the closing date of your statement. My other credit cards function this way.  Capitol One's delay of the closing date was attributed by their customer phone support team as "outsourced, so they have no control if the closing date is later than the due date." 
This is a sketchy process and, given this not being the norm, can cause other users of their system to accrue fees DESPITE being proactive bill payers. There is no notice when you select to pay in the future that it is falling in a different pay period.   
My concern is for future users and current users of Capitol One that might not know this is standard practice.
Regards,[redacted]

Capital One received this complaint and corresponded directly with our customer to resolve the matter

[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 [redacted], 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: [email protected].
Regards,
[redacted]

[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 [redacted], 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: [redacted].
Regards,
[redacted]

Dear [redacted]
I’m reaching out to you about your concerns that we received from the Revdex.com (Revdex.com), regarding your account. I’m sorry to hear about the difficulties you are experiencing. Verdana; font-size: 11px;">I attempted to reach out to you, multiple times, but was unable to reach you. Please allow me to share with you the information I found during my review of your concerns.Our records show that the account became delinquent at the July 12, 2016, due date. The minimum payment due was $[redacted], and we received a payment of $[redacted]. Since the full minimum payment was not received by the due date, your next minimum payment increased to $[redacted]. This included the past due amount for July 2016 and the minimum due for August 2016.While we received payments for each due date, they did not meet the minimum required for each billing cycle. This caused past due fees to be assessed and interest was billed to your account. Additionally, the minimum amount due increased as the account balance increased. For clarity, in the chart below, I have listed the minimum amount due for each month as well as the payment we received:Month Year Minimum Due Payment ReceivedJuly 2016 $[redacted]August 2016 $[redacted]September 2016 $[redacted]October 2016 $[redacted]November 2016 $[redacted]December 2016 $[redacted]January 2017 [redacted]Please note that the $[redacted] payment we received in December 2016 was returned due to insufficient funds. However, on January 6, 2017, we issued you a $[redacted] credit. This credit will be visible on your January 2017 statement. © 2017 Capital One. Capital One is a federally registered service mark. All rights reserved. Our Collections Department reached out to you on January 9, 2017, with options for repayment. Our records show that the offers were declined by you. If you would like to discuss any payment options that may be available to you, please contact them directly at 800-955-6600.You also mentioned, in your complaint, that you wanted to dispute the charges from [redacted]. We understand that you would like us to permanently credit your account for these charges. We opened a dispute case on January 12, 2017, because you advised that you did not receive the service you paid for. We declined your dispute claim as explained in our letter, sent on January 12, 2017 (enclosed). If you have any additional information regarding your dispute, we recommend working directly with the merchant, or contacting our Disputes Department at 800-887-8643.You also mentioned you would like to no longer receive calls from us. I added the following phone numbers to Capital One’s Do Not Call list: 530-320-7222 and 530-878-5088. Please allow 30 calendar days for this change to take effect.If you have questions or concerns, please give me a call at 800-955-1455, Monday-Friday from 8 a.m.-5 p.m. ET. When contacting me, please use [redacted] as the 6-digit PIN when prompted. My 7-digit extension is [redacted]. I’m glad to help any way I can.Sincerely,Amanda H. T[redacted], on behalf of Capital OneEnclosurecc: Revdex.com

I have been a loyal Cap1 customer for many years. Both a credit card and auto-loan customer. Recently I made a payment on my credit card using the Cap1 app on my mobile device. Unfortunately, on accident I selected an old/closed checking account that was saved in the app. I attempted it twice before I realized I was using the old account. Both payments were returned to Cap1 with an error saying that the bank account was closed. Once I realized this, I immediately called to make payment with the correct account only to find out that they closed my card and there was no way to re-open! I was never notified via phone, through the app or by any other means that there was a problem with my payment. I would have immediately taken care of the situation had I been aware. I am very disappointed and will be making it a priority to tell people about this terrible experience!
Terrible customer experience and it keeps getting more frustrating! Now they say it will take 7-10 days to "research" the issue. It sure didn't take them long to close my account and they did so with no research, outreach or communication.

[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 [redacted], 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: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve...

my complaint.  For your reference, details of the offer I reviewed appear below.
It's nice to know that Capital One has "decided" to end doing business with me and has now "apologized" from thinking they wouldn't. I can't help but laugh at Capital One's response. 
Regards,
[redacted]

Dear [redacted],
We recently received your concern from the Revdex.com about the balance and status of your Capital One credit card account. We take your concerns seriously, and I'd like to share more information about this.
Your account was opened on June...

3, 2010, through an application you mailed in to [redacted]. Since July 12, 2013, your account was fully converted to Capital One.
On September 18, 2014, we closed your account and cancelled Personal Account Protection Elite. We credited back all fees and interest, which have been applied since June 18, 2014. The account is now closed with a zero balance, and no further charges or fees will be applied. You'll see this credit on your October billing statement.
We also requested the Consumer Reporting Agencies remove the past due reporting for August 2014 from your credit report for your account ending in [redacted]. These agencies may take up to 60 days to update your credit profile.
If you have additional questions or concerns, please give me a call at [redacted], Monday through Friday from 10:30am to 7pm PT. I'm glad to help anyway I can.
Sincerely,
[redacted], on behalf of Capital One

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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,
[redacted]

The hold time, when calling via phone is extremely long. Customer service is poor on follow up. I am unable to check my account online via my [redacted] phone, or on app; hence the need to call in. I can only check on a computer. I was told someone would contact me within 48 hours to resolve the matter, and that was 2 weeks ago. I called again for another issue, and a rep stated they would make a note of it, and I would have to call back in to a different department. So I have to call back in and wait on hold, just for a technician to play trial and error.
I now know that I had it good at [redacted] and plan to go back once my affairs are in order. There was not one perk in joining Capital One. I thought because I have a Capital one 360 account the transfer process would be faster. No, its like any external account. I started the process of opening the new account via phone. When I asked the rep how long the transfer process was between the 2 accounts , he stated he did not know, but assumed it would not be long. He said he would put me on hold to find out, but we were already on the phone entirely too long. He kept putting me on hold to complete the initial process of opening a checking account. The rep said that starting the process over the phone would save me time when I go to my local branch. Wrong! I had to do everything all over again. Nothing was saved. The information the rep in the branch had was old information from credit cards. I am more satisfied with my 360 account. Hold time is shorter when I call, and they follow up if there is an issue with the account. Another issue is, the atm and bank set up is inconvenient. In the drive in area at my local bank, the teller is right before the atm. So I have to wait until someone finishes with a teller to go to get "quick" cash. That eliminates the convenience of the process, when you do not want to get out your car to get cash.
Lastly, I have credit cards with capital one, and I have been satisfied with my experience. Unfortunately, I have been unable to make minimum payments because my unemployment benefits have exhausted like the many million unemployed people in this country. That is not an excuse, just a fact. However, the way I am made to feel when a rep brings this up when I inquire about my CHECKING account is insulting. I have a problem with my checking account, and my credit card issue is brought up. Yet, my issue has not been resolved with this checking account. It makes me think I am being targeted due to my inability to pay. This has been a rough year, and the choice to leave my primary bank of 14 years was not easy. I had to because I needed to . I don't think I have ever been this dissatisfied with a company, and honestly my heart is broken. I have a bachelors and a Masters degree, and I can't secure gainful employment at this time. I have enough to deal with trying to keep my car, my home, while only working part time. The last thing I need, issues with a checking account. I will be taking my business elsewhere.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
I want nothing to do with capital one and they're sexist customer service line. I was treated like a criminal and that is absurd. I don't want anything from capital one but for people to know what a horrible business they are.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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 lied over the phone to me.  They offered me no solution and could not even tell me when I would be able to qualify for another extension.  I would like to state that if they can not offer a solution that is fair then I will simply file another complaint and file other complaints with multiple government agencies.  I would like to request a copy of the recorded phone call I made when I first called asking for an extension when the agent over the phone laughed when I told him that they basically leave people with no options and could not tell me when I would qualify for an extension on my car.  I refuse their offer.
Regards,
[redacted]

[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 10352207, and find that this resolution would be satisfactory to me. The company took swift action and addressed my concerns, I really appreciate that. Thanks again!
Regards,[redacted]

[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 [redacted], 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: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
This does not address the harm done to my credit, nor the absolute lack of respect afforded to hundreds, if not thousands, of their customers - including me. There is no reason to close a decade-old account without any warning. This action not only affects my daily access to credit, but will affect me for years to come since it will remain on my credit report. A simple web search will show that this has been a common complaint for years, yet this company shows no interest in rectifying the situation. 
Regards,
[redacted]

[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 [redacted], 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: [redacted].
Regards,
[redacted]