Consumer complaint received 2018-10-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
From : XXXX <XXXX> To : XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> Cc : XXXX   <XXXX> ; XXXX   <XXXX> Subject : Re : FDCPA Violation Date : Wed, XX/XX/2018 XXXX XXXX Good evening, I called the Executive Office today and spoke with someone that hung up on me.

Information Requested : DOB : XX/XX/XXXX Last 4 : XXXX  On the original case that was not answered. The second person I reached indicated they would submit a new case. A letter requesting the above information was received this past Saturday XX/XX/18. This allowed three business days to respond. However speaking today with the Executive Office and being the third business day does not allow enough time for us to respond with this information.

A response a not received on the first case and appears there will not be one one this second case. Now a third case is being opened. This is unacceptable customer service /customer experience.

We request that this matter be reviewed in a timely manner.

Best, XXXX XXXX XXXX XXXX -- -- -Original Message -- -- - From : XXXX  <XXXX> To : XXXX  <XXXX> ; XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> Cc : XXXX   <XXXX> Sent : Mon, XX/XX/2018 XXXX XXXX   Subject : Re : FDCPA Violation Good morning , A letter with a resolution was never provided to us. Instead you moved forward with a garnishment of wages.

We spoke with the Executive Office Rep once. I received one voicemail before that.

Escalation protocols were not followed on this case.

This matter is going to be referred to the CFPB and OCC. This matter will include you mishandling of the complaint.

Best, XXXX XXXX XXXX XXXX -- -- -Original Message -- -- - From : XXXX <XXXX> To : XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> ; XXXX.XXXX   <XXXX> Sent : Sun, XX/XX/2018 XXXX XXXX   Subject : FDCPA Violation Dear Capital One Executive Office, Judgement paperwork was received on XX/XX/2018 in the amount of {$1800.00} by XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, NY XXXX. Notification of the hearing was not provided. In addition while the account was past due / in collections, and/or with your third party collections agency you violated the FDCPA ( Fair Debt Collections Act ).

Detailed messages had been left on familys voicemails as to what the call was about ie a past due account. In addition some people had been reached and verbally was told detailed information, called multiple times, and they felt harassed.

We request that you pull and review the phones called the account was past due. Attempts to set up a payment plan and a settlement ( less than owed ) had been made on this account.

Re : Account Ending : XXXX Desired Resolution : Settle the existing judgement ( {$1800.00} ) to {$0.00} ( XXXX  ) for the grief and law violations.

We hope to resolve this matter without engaging the OCC, NY Attorney General, Governor, Senator, and other regulatory agencies I.e. CFPB.

Best, XXXX XXXX XXXX ( brother ) in behalf of XXXX XXXX XXXX

Company response to consumer: Closed with explanation