Complain about a product or service

Capital One

Deborah of Tifton, GA September 28, 2009

I canceled my Capitol One card over 6 months ago via telephone. Unfortunately I discarded the paper with the persons name that I spoke with but felt sure it had been closed as I had not received any statements from them in months. Then on Sept 4, 2009 a packagfe was ordered on this card in my name and to be delivered to my home. I immediately contacted tapeandmedia.com which is where the package was coming from to advise them I had not ordered anything and the cc used was supposed to have been closed months ago. I refused the package when it came, contacted capitol one and they advised they would have to do a fraud investigation. I requested if the account was still active and was told yes. I told them i wanted it closed and was advised it could not be until fraud dispute was resolved. It was difficult to understand the person i was speaking with and the next thing I know i receive new cards-which I did not activate. I received a letter on Sept. 14, 2009 that the fraud investigation had been resolved and i have been trying to close my account since then. Today I have been on the phone since 4:23 pm and have spoken to customer fraud protection x3, customer service x2 and to Investigative solutions dept x 2 and now back to customer services and no one can close this account. It is currently 5:20 pm and I am still on hold. I am paying off and closing all my credit cards and of course my credit rating is going down.

stacy of fayetteville, NC September 28, 2009

I am very angry with your company! I had spoke to Alton. I was very angry when i was transfered to him as an account manger! He had no customer service and was rude. I asked him to take off the membership fee which was charged to my account of 59.00 he said he could not do that! I said that i have not once received that fee and if thatwere the case i would close my accout! He said this year becasue of the economy that yall would be charging! Number one not fair you have to letyour customers know if you decide to charge a fee there not aware of. So they i said so u can take the fee off he said yes but not this year.

So my comment back was so were in a econmomy fall and you just are now going to charge your customers more money because you as a company are not doing we.. (no answer) I cant take the fee off. With a rude tone. Okay then i said i need a number and now your manager number so i can speak to them about this he said there was no number or person i could speak too but that i could mail in a complaint and that there was no other way. But funny how i found the website to email a commplaint. Then HE tells me " why would You think anybody in the office would care to talk to you and you think they vare to listen" REALLY REAlly is that right. Well if that is the kind of company im dealing with then i will close my account and so will my family and friends that i have already spoke to about how your service manager handles things. and also i could not believe that because i am not a president or a certant card member that has no money limit that i would be set apart any differnt.

Scott of Cincinnati, OH September 28, 2009

Like many others on this site, I did not receive their alleged May 2009 change in terms notice. On my 8/25/09 billing statement my interest rate was increased to 22.90% from 16.44%. I called to see why this had occurred. I spoke with three representatives at this company (the first two spoke broken English and the connection was very bad) the last one (Jamie, Employee #XXG336) explained he was the last person I would be able to speak with.

I was told the following between the three; There had been an alleged mailing to me around May of 2009 explaining the new terms with opt out instructions (of which I never received), due to the economy they needed this increase, it wasn't due to anything with my account, they hadn't changed my rates in over three years so they were due, even though I had not received the notice there was nothing they could do now (Jamie offered me a 50 one time credit however).

When I asked if there was any proof of the (required by law) mailing explaining the change in terms I was told they didn't need any proof according to the law. I explained that none of my statements had warned of a pending change in terms, there was nothing on their website on my account under messages and alerts regarding a mailing or any change, there was also nothing on their website where they archive my last 13 statements regarding a notice.

I find it rather sneaky and deceitful that the only way that I would know of a pending change and my rights to opt out would be by a separate mailing where there is absolutely no possible way for Capital One to know I had in fact received it, or would I would know I hadn't received it until it was too late. Most other credit card companies do all these aformentioned things to inform their customers. It seems like Capital One is "banking" on the fact that a certain amount of these notices will not be sent/delivered and they will reap the rewards of customers being stuck with new terms that they did not and do not agree to (why would someone not opt out to a 40% increase in interest rates?).

I was even told by their agent that he had received calls from other consumers with accounts ten times larger than me who said they did not receive such a notice and since they didn't get any satisfaction from their call, why should I expect to? He also revealed that in previous years such changes were listed on the statements and that Capital One had decided to remove these notices from the statements for this year (this reeks of intentional deceit).

I do not understand how this bank can be allowed to operate in this manner and it be legal. Their entire notification system seems suspect to me and is certainly set up to fail in their favor. If they were obligated to put notice on their statements that an important change in terms was mailed out recently and I had not received the mailing, I would have called them. If I had not received my statement with the notice, I would have called because I would have been expecting the statement each month. If I am not expecting a separate mailing and have no idea it is being sent and it gets lost in the mail (or not sent at all through some error on their end) then how am I to be protected?

If their intent was not to be deceitful, in a situation where a customer did not receive their separate mailing, it would in no way damage them to allow a customer to opt out and close the account under the old terms two months later when the change was revealed on the statement by an increased interest rate. They intend to be deceitful, this is why they have opted to not mention a pending change in terms on statements any more (after all, people expect their statement each month and read them as well). They need to be held accountable for this practice and banks need to stop being allowed to unilaterally change a contract they have with their customers for no apparent reason.

Claudine of Sycamore, IL September 28, 2009

After having a Capital One Credit card with a 500 limit,in 2006 I could not longer pay the minimum. Due to finanial loss of income and the death of my mother it made my financial situation difficult. Since they would never allow a person to go over the credit limit, in Jan 2006 it was a 435, then in the fall after checking my credit report and not receive any statement the bal was at 700. I moved to a new address and have not received anything from them until now.

They sent a summons to my son's house to appear in court to answer the debt now at almost 1700.00. They have never attempted to contact me at my new address or send me a bill with details. How can they justify this amount. I'm sure they charged a late fee than an over the limit fee when the lpc and finance chgs put me over the limit. It is also interesting that the 100 plus court cases that day the majority of the credit card companies most of the case were from Capital One. I have had other credit card with the same limit and in the same situation, they never had a balance this high for added fees and also settled the account for amount of the orginal credit card limit. They also were able to contact me at my right mailing address and phone.

It is very suspicious that at a time when credit card companies are about to be limited with legislation that they are agressively pursuing collection with out prior contact. I find this to be abusive and only hurt those consumer that are financially struggling. I have paid back the orfinal 500 many times over with the finance charges, but this amount is rediculous.

Loren of Camas, WA September 27, 2009

In November of 2008 I noticed that there were some charges on my card that were not mine. I called Capitol one and they were great, they canceled the card and refunded all of the charges. They canceled the card and reissued a new one, which I never recieved. I didn't mind since I wasn't planning on using the cardI did a special promotion for no interest for 18 months. My only goal was to pay the card off in 18 months, so I wasn't using it. But again in February of 2009 I found more charges that were on the new account. I again called Capitol one, this time I was really concerned since I was never sent a new card and it had a new account number, I asked them how it was possible that someone was using my new account when "I" didn't even have the new account number. Unless it was an inside job.

They assured me that they would take off the charges and get to the bottom of the problem. So they cut off all access to my account. I have not been allowed to see my account since February 2009. "7" months now. They quit sending me paper statements, they cut off my account from the internet. I have no way to make a payment, They call here every month asking for a payment, I made 2 over the phone and I explained that I wasn't able to see my account, they told me since my account was behind they couldn't send me a statement. So I made payments, still no statement. I finally refused to talk to them, my husband started dealing with them, now for 5 months they tell him you just need to make a payment and we will send you a statement. He has more patients than I do, and he's also more gullible, it only took me 2 months to figure out they were never going to let me see the account. The last two times he talked to them he was so upset and they babied him oh mr. Brooks we are so sorry aabout your statement but as soon as you make a statement I will fax you a copy. We didn't have a fax machine so the guy promised Loren that he would send it out withing 3 days. a month goes by they call again wanting a payment, Loren once again, But ready for them this time with a fax number they could send our statement to, Loren being the good guy that he is explains about the statement, that we have not been able to see our account for 7 months and that he had a fax number for them.

Loren makes another payment gives them the fax number, not only do they not fax us anything but they called 3 days later to tell Loren that he needs to make another 135.00 payment to pay all the late fees and fees for making the payment over the phone!!! Can you believe that. They will not allow us to make payments on the internet, will not send us a statement to make a payment, they will not let us see our account, and all along they have been charging us late fees and fees for making the payment over the phone? We have filled out all of the fraud papers, twice. The same person never calls so you have to explain everytime what is going on, we finally figured out they don't care, all they want is the payment, they will tell you anything to get it. I told one lady, Look I need to talk to the same person I talked to last time, so I don't have to keep explaining this and she told me "that is not how we operate" who ever gets your name calls. Capitol one is a big company and they are abusing there power. Have you ever heard of such a thing, not letting someone see their account, but they want you to keep making your payments, even though your account has been frauded twice, once when you didn't even have a card or the account number to use, "It had to be a inside job"? how elce could they use it. How many people would keep making payment on an account they had no access to and you know it's being frauded?

Sherry of Tempe, AZ September 27, 2009

My husband was laid off, and we were not able to make the minimum payments. We did try and make a 25 payment each month to show our good faith in paying our bill. Soon, the account was over the limit, and we were charged 39 over limit fee, and 39 late fee, plus interest. I called and tried to work out a payment plan. Our other credit cards worked out a payment plan with us and stopped the late fees. Capital one stated I could pay 102 per month, and after three months our account would be current. I assumed this meant the late fees would be stopped.

I checked the next bill, and they had charged 78 in fees again. I called, asking what happened, I thought the fees would be stopped under the plan. No, we would just be "current." What good does that do us? They are charging us 108 per month in fees and interest, and are asking us to pay 102 per month! Why would they set up a plan with us that will only increase our debt? We will never get out of debt, and the balance will just go up and up. It is now 324 over the limit (3324 total due). We don't have that amount. My husband was out of work for four months, and we are trying to get caught up. I am so upset that they won't work with us. We have been good customers for eight years, never more than a day or two late (due to mistakes), always paying at least the minimum payment. We aren't trying to cheat the company. I cannot believe that this company is so money grubbing that they cannot work with people in hard times, especially people who have had a good history with them. I think they are a disreputable company, and I would never recommend them to anyone, and will tell everyone how horrible they are to their customers.

Sally of Studio City , CA September 25, 2009

I called to apply for a Business card in the name of my entity the HOLLYWOOD FILM CHORALE, to replace the Advanta Card I had in that name. Advanta has canceled all its accounts of this type - In May or June of this year - they have discontinued, not canceled for lack of payment, etc. I specifically explained that I needed a card in the name of the chorale. I was assured 4,5,6, 7 times that I could call back in 48 hours and add that name to the card. I clearly told the representative, (and in follow-up calls) that I did NOT want or need another credit card unless it was in the name of the chorale.

I was approved while still on the phone. I am fortunate to have maintained a good credit rating. I called back as instructed, 48 hours later and was "not yet in the system" so told to call back in a few more days. I called again. This time I was told that I would have to wait till I received my card as they could not locate my account number, but that this was a "personal" account, and I could NOT have it in the name of the HOllywood Film Chorale. I told them I did not want the card then. They said it was too late. It was already processed.

When the card arrived I called again, they located the account, and again, told me it was a "persona" account, could NOT be changed, that I would have to re-apply and cancel this card. I spent ONE HOUR on the phone, going from person to person and the bottom line was that I would have to call back to telemarketing to request a small business card. That is what I had done in the first place. I am not hopeful of a proper result the second time. I was lied to by the original representative who took my application.

Denise of Ellicot City, MD September 25, 2009

I have been a capital one member for abour 7 years. For the past year my family has gone through a financial crisis. I went through a foreclosure, my car was repossed. And know I am going through the burden of paying capital one more than 500 in over the limit fees plus late fees, each of 35.

I called on 09/23/2009 and explained to the agent that I would will be paying the whole amount due which was 868.58. I asked the agent if he could give me credit for some fees, he pleasently said yes, the following were his words. "I will credit you 3 charges and you should get credited back 105, I will note this into your account. I insisted the agent to note it down in my file so there wouldnt be any misunderstandings when A called back. He assured me that he had noted evertyhing down.

Today I called back and the agent who took my call tells me that there are no notes in my file indicating the 105 credit. I explained to her what the other agent had done, she said that she could only credit me 35 and nothing more. To me this is an abuse that a company can benefit from the consumers, this is a fraud.

I have paid about 500 dollars in extra fees and they only credited me 35. The manager did not help at all, she only apologized for the inconvinience. Who ever reads my complaint I would really appreciate if someone can get in contact with me, this is just not fair.

Brian of Hazleton, PA September 24, 2009

On Capitol Ones Credit Card statement this month I noticed the percentage rate jump from 7.9% to 17.9%. I contacted customer service and was told this rise was due to the current economic climate. My credit score is in the mid 700's and I have a great payment history for the past 6 years. I was also informed that notification was sent in June, 2009. If I got it I never read it. I would have had the option to close the account at the lower rate and continue making payments.

I question if closing the account would have a negative affect on my credit rating. The supervisor was no help, she sugested I transfer the balance to an account with a lower rate. Its just very hard to take after all that has happened with the banks being bailed out with taxpayers money, and now being hit with a 10% rate increase. EXTREMELY UNHAPPY WITH CAPITAL ONE!

Trish of Anaheim, CA September 24, 2009

On the month on March I stared to go to a hard-ship with my fanacial, by May I was late on payment or not paying the bills. I called the credict card companies and I explain my situation. All of them offer me to lower my APR with minimum payments. I called Capital One which I have TWO Credict Card. The First Credict CArd I was told they couldn't do anything for me for I had late fees so there was no offer for me at the moment but if I brough my balance up to date they would be abel to lower my INTRES RATE. I was desapoint but I said ok, I told him I had another credict card with them. He said I need to call back for that was part of his deparment. I call the credict card proctetion plan that I had with that credict card. They said I need to hopitalize in order for them to help me, so I told them I was going to call Capital One on my Own see I could work out something. On the second Credict card the APR is 23.85% I talk to a female I explain the situation I was going thrue and she offer to lower my APR to 8%. I was abel to joke with her about the Protection Plan.

Yesturday, I checking my credict stament for I had brough my one the credict card up to date. I called them and I explain to them what I been going thrue and what I was told. They told me there was nothing they could for me. I explain to them what they had told me in my previous combersetion and they said sorry "we don't have any offer for you at this moment plus your account is close" I told them I didn't need any offer I going thru hard ship and what the person I spoke to me said. I brough my account up to date. They said sorry. I Told him about the SECOND CREDICT CARD the lower 8% APR the female had promes me. They said sorry for what she promes you, but there is nothing they could do and there where no offers for me and sorry. They would take care of the female I had spoken for she had no permission to give me that offer of lowering my APR. I took notes that day when I called them and plus they log every called and record them. I told them they could go back and check that I was not laying. THEY SAID THEY TRUS ME OF NOT LYING BUT SORRY.

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