Consumer complaint received 2022-07-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Capital One as I have said from the start of this mess you have caused it will continue to snowball unless ONE PERSON works on this and not the 20 who have their hands in the pot. Your reply left here is a joke. You see what the problem is from department to department within your system there is nothing cohesive. The customer service department only knows so much and they show different dates of the events that transpired then the fraud department. So let me share with you how wrong your reply is that you left here. 
Let 's go over your XX/XX/2022 reply to the CFPB. 

In your letter you say that you believe that I am the one who thinks that Capital One placed a fraud dispute on every card on every transaction. I didn't tell you that XXXX XXXX is the one who told me that there were fraud charges placed on all charges on all cards. I didn't tell you that you told me that. I can't even get a straight answer why you canceled all three of my cards which were in excellent standing and paid as agreed. Could you let me know why on XX/XX/2022 you did this?? You see I have been given many answers none of them make sense and none of them once you look at my statements are even true. So do you just make up reasons why you would cancel a customer who is in good standing and never late?? Not to mention I had just paid all three cards off. 

Question 1. 
Why did you close my accounts that were in good standing?? 

Your letter goes on to say that I feel the interest and late fees are wrong. Yes they are. You have made charges on my cards where there should be credits. I returned quite a bit to XXXX and they show that my card XXXX was refunded. You show it as a new charge. So you are charging me interest on items that should be credits not new charges. And this has been going on since the first of the year. I have included two of the many credits that should have been posted in XXXX. 

My accounts were not reopened on XX/XX/XXXX as your letter states. My accounts were re-opened Wednesday XX/XX/2022. Up until that time I was locked out and unable to see any transactions or letters that you have sent. 

XX/XX/XXXX I received a letter from you sent by XXXX. The letter states that your expectations have not been met and my accounts are permanently closed. Again what did I do?? This is the only letter you sent me via USPS or XXXX. I never got one saying my accounts were reopened. And why three days later did you not bother to tell me this? 

I will let you know because you are not being honest. You canceled three great standing accounts that were paid on time or ahead of time and often paid in full You made a huge mistake on your end and while I was standing with the desk Sgt at XXXX handling a computer hacking and crypto he suggested that I phone you and share what transpired. I did so in front of the desk Sgt who heard every word I shared with Customer Service. Which was hello I am calling to let you know that my computer has been hacked and my bank account compromised. Thank goodness your cards were not used in this but the Sgt wanted me to call you as a courtesy to let you know should anything arise From that conversation on XXXX  XX/XX/XXXX that took all of three minutes fraud was opened up and from what your Customer Service department says on all charges on all cards. Again those are your words not mine. 

From there I was locked out and unable to use my cards or see my account. I have called daily spending at times 3 to 6 hrs dealing with this and no further along today than I was in XXXX. I have opened a dispute and that was on my business card the Company Spoiled Child. You adjusted my account and when Spoiled Child paid you took back the adjusted amount of {$180.00}. 

You say that there were charges disputed but not of my doing. In your letter you show a XXXX twice on for {$25.00} the other {$47.00} She is a vendor I purchased items from for my store. You took it upon yourself to reach out to XXXX to open the dispute and then rule in my favor so again you are very confused. You see I paid XXXX when you refused to so why is this charge and XXXX XXXX charge and XXXX XXXX charge all back on my account with you? This is double charging me. My business relies on merchandise and I do many auctions. I used to use your cards to pay but when you closed my accounts and refused to pay the vendors I was not going to get my items. So as you can see I paid for items you still have on my cards and are still charging me late fees and interest. I know what is owed on each card and moreover what is not owed but you have put charges on and adjusted them you have charged me where credits and refunds should have been placed. And not a single department in your entire company has the same information. Customer Service shows I was canceled in XXXX. The fraud Department shows the end of XXXX and nothing is cohesive between the departments. And your department has everything wrong. If you would like to listen to my phone calls I too tape them for quality control. I let your customer service people know this and to date only one has freaked out told me I was not allowed to tape the calls. Why??? You tape them, why can't I? And I let you know that I am just as you let me know too. I think your heads would explode at some of these conversations I have had with your employees. I think that you would be left just as confused as I have been. Nobody gives the same answer to the questions I have asked, put those calls together and it sounds like I am dealing with a company who does not know from department to department what the heck they are doing. 

Being that I am the only one who has kept track of all the mistakes you have made along the way. And being that I can and have produced two out of the many vendors I have paid through cash or card where you are telling me what your fraud investigation showed which is also wrong. You got XXXX involved in this and I trust them I don't trust you. 

I have enclosed just a sampling of the many mistakes you have made. I have requested that I speak to one person to get each account worked out. I do not owe late fees. It was told by XXXX XXXX in your fraud department that the late fees and the interest charges would be removed and it adjusted form each of the three accounts. And then we could go from there. That has not been done. 

I spoke to the Fraud Supervisor XXXX who was amazing she could see that there were no refunds on my accounts at all. You had made XXXX 's refunds all brand new charges. So the interest I have been paying is wrong and I paid off the cards with your incorrect interest. 

I would like to know why you can't seem to make these accounts right?? The credit cards are wrong. Where there are charges where there should be credits. Where XXXX has sent a refund to my card you put it on as a new charge. Why?? When you took it upon yourselves to open up fraud charges and tell me that I did it when I had the desk Srgt of the XXXX who knows that I did no such thing. You then pass this mess to XXXX who tells my vendor you would not be paying. SO I PAID MY VENDORS and now you are charging me again for items I have already paid. This is wrong. 

According to the FTC and the Fair Credit Billing Act You may withhold payment on the disputed amount ( and related charges ) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount. 
The creditor may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation. While your account can't be closed or restricted, the disputed amount can be applied against your credit limit. 
The creditor may not threaten your credit rating, report you as delinquent, accelerate your debt, or restrict or close your account because your bill is in dispute or you have used your FCBA rights. However, the creditor may report that you are challenging your bill. In addition, its against federal law for creditors to discriminate against credit applicants who exercise their rights in good faith under the FCBA. For example, a creditor cant deny you credit just because you've disputed a bill. 
If it turns out that your bill has a mistake, the creditor must explain to you in writing the corrections that will be made to your account. In addition to crediting your account, the creditor must remove all finance charges, late fees, or other charges related to the error. 
If the creditor determines that you owe a portion of the disputed amount, you must get a written explanation. You may request copies of documents proving you owe the money You have NOT followed the laws set in place protecting me as a consumer. You have reported me to all three credit bureaus that you closed all three of my accounts all three. You have left a message on the bureaus that if anyone wants to know why they were closed to call and you leave a phone number. I called that number to know what I was told as the reason you closed these accounts down??? Call and you will see. I have a recording. And where does it state that I can't record the call?? I didn't read that anywhere and as long as you are notified at the start of the call and do not protest it then I am well within my rights to continue to record for the entire length of the phone conversation. 
The law says you can not close my account or threaten my credit rating which is below XXXX now. It was XXXX. What you can report is that I am now challenging the bills. And being that I have produced receipts for the charges I was forced to pay another way and being that I have screenshots of XXXX  refund the date the time the transaction number the credit card refunded XXXX I think that is about all I need for you to get this right. I do expect the interest to be adjusted and the late fees to be removed from each card. I also would like to know when the three new cards will be sent to me??? 
I would like one person to handle this until the end. There are far too many hands and departments in the mix that from one office to the next the information is not the same. 

My patience with this is done. I expect you to do better. 

The true and correct dates XX/XX/2022 I called and disputed Spoiled Child XXXX XXXX I received a text saying that the payment I had scheduled was returned by my bank. I never set up auto pay. This was a mistake on your end and it was set up on XX/XX/XXXX. I never set up auto pay. I pay on the day for that day nothing is set ahead. I phoned and spoke to customer service rep XXXX XXXX XXXX of Customer Service who shared with me that he could see the error was on your end and not mine. He apologized and we hung up. 

XX/XX/XXXX I phoned to extend the courtesy of my computer being hacked and my account with my bank compromised. By XX/XX/XXXX all my cards were canceled and my accounts were locked. You reported me to the credit bureaus XX/XX/2022 according to them and from that point until today I have been fighting to get my cards back. 

Take a look at the good standing I was in with you and all three of my accounts so I will ask this again why did you cancel my cards and report me to the bureaus??? Do you know how I found out that I was canceled?? My vendors were not getting paid. You had called XXXX with a list of disputes that I tried to cancel. I paid my vendors. I paid my friend at the restaurant. I paid for my pizza. I made good when you said I would never get the cards back. 

You sent a XXXX  letter XX/XX/2022 saying I get nothing and yet where is my formal letter from you telling me the accounts have been reopened?? Where is the formal letter from you laying out the plan on how you are going to remove charges that I have paid, but store credits where credits are do and not make them a new charge with both XXXX and XXXX. Since XXXX. I am going to check because my guess is you have made it a habit of not putting on my refunds but adding them like they are a brand new charge. I bet this is what you have done for a longtime. This means that the interest charges were not correct for sure from XXXX forward. I paid off all three cards and they were at a XXXX balance in XX/XX/2022. 


Until this is made right I refuse to pay one cent on any of the cards. I want to work with one person, not 20 like it has been. I am tired of leaving XXXX messages at XXXX XXXX XXXX ext XXXX We go around in circles. I have talked to XXXX at the same number. I expect you to follow the laws written from the fair credit billing act. I want my credit score back to what it was before you ruined it. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation