Capital One
reviews and complaints

I have called customer service 15 times, they refuse to change my old landline phone number that's been disconnected [protected]) to a cell phone number [protected]) so I can get online on my account and pay my bill online and review my charges... They said since it's not in my name but my daughter and her husband's name (i'm on their verizon account) they own a verizon store in ankeny ia... They say they can't text me.. (that's a lie because the other credit cards I have, text this number all the time, as does my doctors, insurance etc,... I tried to change my new address in texas and they refused to take it... So I can't get online to review anything... I gave them my card number, last four digits of my social security etc... Still they refused

Thanks in advance

Darlene Schafer
[protected]@aol.com
Capitol card # ending in 9555

The online banking does not work properly. My user name was subtly changed. I can't log in, takes me forever with error messages, my account gets locked out, need to wait next day to try again. I have never had problems with any other account or system with username and password, but what everthey are doing, it keeps me from loging on.

I have been trying to contact Capital One for three days now. On December 1, someone ran my credit for Cap1/Bass Pro. I did not do this.

It is impossible to get through to agents with 30 min or more wait time.

My email address is [protected]@gmail.com

I am concerned a credit card has been issued to someone fraudulently. Please assist with resolution

I tried to make a purchase from Home Depot on 10/22/20. I knew I had fraud detection on my card and told the checkout clerk as such. As suspected, the purchase was denied. However, instead of a verification text message like I usually get, I received a message to call. I spoke to an Capital One representative, who asked me a battery of questions regarding recent purchases - which I answered. At that time I was told I could go ahead and make the purchase. I tried a 2nd time and had the same denial, along with another text message to call.
This time I was asked to upload my license, and that it would take up to 7 days to validate. I received no information from anyone. I followed up a week later to have them tell me they could not read the license information. I know that to be nonsense because JPEG files are designed to be scalable with loss of integrity. In any event I had to upload my license again (with the representative on the line). She confirmed that she could see my information and would forward it on. Today, after several days of waiting I followed up again. This time they tell me nothing has happened because my drivers license does not have a barcode on the back. Maryland drivers are being given the new license with a barcode - but the old licenses do not have that information. The rep who verified she could see my info did not state this, nor did I receive a call to inform me of this. I am being told that there is nothing that can be done without a barcoded license which is absolutely ridiculous. This is the 21st century and I am being told that Capital One does not have the capabilities to verify someone outside of a single method? That method being a drivers license barcode that not all states have fully migrated to?
So now I have a card with a restriction on it and cannot be used because my license doesn't expire until 2024 (which you already know because you have it). I have been a loyal customer for many years, and this is how I am treated for my loyalty? This would not have even been an issue if the representative within Capital One would have performed their duties correctly so that my transaction was processed after I initially called to verify the purchase. I offered other resources (Passport Card, etc.) to show my identity but no one seems to be concerned with resolving this issue. They would rather hide behind outdated processes that are in need of severe overhauling at the expense of their customers.

All I am asking for is to have the restriction on my card lifted. Now I have to go and change all direct payments from my Capital One card, as my payments are now getting denied because no one was courteous enough to pick up the phone and say there is still an issue. I would like someone who can actually do something to call me. In this day and age it is easy enough to resolve this. We have Zoom, Google Meet, Microsoft Teams, and a host of other resources that would take 3 minutes to connect, see my face, verify it against my ID to know that it is me. If there is anyone at Capital One that has the actual interest and capacity to assist (I have already spoken to an account manager), please call me at [protected] or email me at derrick.b.[protected]@gmail.com. I have not had any issues with Capital One until now. These past 2 weeks have been an absolute nightmare dealing with this.

Regards,

Derrick Smith
Historical Loyal Customer

Several months ago, I call the customer service to close my credit card and they promised to waive the $95 annual fee, at that time, and I had cleared all of the balance I owned. But after that, the annual fee still came out and cumulate for couple months, the accumulation of the late fee and interests plus the $95, total is $211 at the beginning of nov 2020. It is crazy amount that they charged me and I didn't know. I called them again, and they just waved $38, one month late fee. I really feel angry about what they they do. I don't think I has the responsibility to pay for the money that capital one charge me. It is unreasonable!

Capital One is completely duplicitous and unlike other credit companies, makes getting late fees removed extremely hard. During this time of the pandemic I have had to close all 5 of my Papa John's in San Diego CA. My whole financial profile took a big hit. I had head the most credit card companies have been extra willing to work with their customers regarding late fees and/or other problems because of Covid-19.

I called Capital One today. I asked to talk to a Customer service rep regarding a few late fees I had. I was transferred to a woman named Charlene. She was rude and extremely condescending from the start. I explained my situation and said I had heard credit companies are working with customers and removing late fees. I had about 175.00 between my three cards. She curtly stated that they removed one 25.00 fee and that was all I got. I attempted to explain I needed a bit more help than that and she basically stonewalled me. When I asked if there was someone else I could talk to, she became condescending and asked me, over and over, why I meant by that. It was embarrassing and maddening all at once. Duplicitous and Doublespeak. I felt a lot like Winston Smith. I'm not sure who reads and responds to this site but I could really use more help, as I'm sure a lot of other customers who have been unlucky enough to get ‘Charlene' from customer service when they called for help.

Kirk Forrest
[protected]

Paid off my account because of high interest being charged. They still charged me interest for that month it was paid off and every other company will credit that back to you which they would not credit it back or one time courtesy fee or anything so I told them to close the account which they did. They gave me a credit for the rewards and told me the amount I had to pay. It was due the 16th which was a Sunday when I paid it and on the bill it shows 17th but not credited until the 18th on my statement and they charged me a late charge of $28. OO plus interest. I had no idea they were charging me money until someone called for money. They never emailed me anything and I never went online to look at the account because it was paid off. I called as I thought someone was scamming me and they had run all these charges up saying my payment was late. No one will credit these charges. I have never had any charges credited and they could have credited that late charge and how they could even charge a late charge on a closed account that was paid off and keep adding more every month is beyond me. Will try to attach paperwork.
Thanks for any help to get this account cleared.
Helen Stever
[protected]
[protected]

Name:Etta R, Hicks Address: 1401 Summit Avenue Jackson, Ms 39212 Today I received a bill and do not have an account with your company nor have I ever requested a cedit card. I have been unable to get adequate help by phone, so, I have mailed the statement back to CapitalOne with the instructions to delete my personal information. My name and address is above. Thank you for your immediate attention.

Capital one froze my account and can not give you any date or time as to when it will be resolved causing continued hardship to my life and business. they need to be investigated as well holding on to my money for months talking about they still investigating. what are they investigating? The money belongs to me and its just unreasonable that I can not get any answers on my account. I just need my money and Capital one I believe are the cro

Mid year 2019 my bank account was hacked and I got behind on my Capital One credit cards. January or February I caught my accounts up. March 2020 COVID 19 took place and I still kept may account up to par. Capital One CHANGED my due date from the 24th of the month to the 4th of each month. September 2020 I was sent a survey and I rated them outstanding. Paid my September bill on the 12th and had to pay an outrageous amount on both accounts so I did. I did because it was late, a simple oversight on my part, however I thought that was a one time thing, people forget. I get my bill for October and never look at it because of the trust I had in Capital One it was good. Since it was Capital One and I felt I had great rapport with them, I didn't see any reason to believe anything but good of them. I go online 10/03/20 to pay my bill to make sure it paid timely this month and it's the same outrageous minimum due amount. I called customer service and the rep said I missed a payment. I said I've never missed a payment. I may have missed the pay date but I paid that month (September 12, 2020). Capital One going on about helping people during COVID 19 and they do this to me? I was behind for several months in 2019 and they never increased my minimum amount due. I get caught up and the one time I don't pay exactly on the 4th and my minimum amount due is increased. They increased it from $50.00 to 60.00 to $125.00 because of 1 month's payment wasn't made exactly on the 4th... and they tell you they CARE! I don't think so anymore. The customer service rep cancelled my card as requested, not even considering my history and that's that. I do not plan to do business with Capital One again and the customer service rep made it clear in the attestation read to me that I can never open the account up again. Well I'm fine with that Capital One... yes, you care so much. You care about succeeding that you accomplish your project to fail your customers.

On September 25, 2020 I decided to login to my capital one account for a couple reasons. One because I kept receiving emails saying that my account qualified for an upgrade. Two I found it a little strange that my credit limit had gone up without my knowledge. When I couldn't remember my password they sent me through a verification process and they were unable to verify who I was due to the fact that they did not have my current phone number on file. So I called the one 800 numberAnd they went through a verification process and couldn't buy verify me there either. I was just told to submit copies of my state issued ID both front and back. Then they would be able to verify my phone number. I said absolutely not, they could've asked to verify the spelling of my name which is a common problem my birthday was verified several times so was the CVV on the back of my and I was still told to provide my state issued ID. I am not sending that to anyone over the Internet. When I ask for other options I was told that that was the only option I had. I asked them to close my account which they did. However they did not ask me to verify my identity at that point. So you have to verify your identity to update your phone number but not close your account. That makes no sense to me. I asked for email verification of the account closure was told they could not do that because my account is restricted because I refuse to provide them with My state issued ID. They will send it to the address on file. However they told me they were not able to verify my address or my identity. I am done with capital one.

This credit card is a joke I would give it 0 stars if possible I applied for it and was approved with a low starting out limit to try and help build up my credit afterwards I got a couple more the other ones have already upped my limits without even having to ask because I have never been late after asking this one they refused however the excuse was because I have only been making the minimum payments really? But never late they should like that it's more money for them

9/15/2020

I was trying to pay my bill and online and when I clicked on 'pay bill", I was asked to input my bank account that the money for payment was coming from. I have been paying online for years, so I inputted the same banking account (routing and bank acct.) and when I hit submit, a message popped up stating that this bank acct. Info was already in my profile and ready to use. I again clicked on 'pay bill' and again, same message asking me to enter banking acct. Info for payment. I did this several times and kept asking me the same question. I have always enjoy online banking as I can go in and take care of business. Called the 800 number and spoke to gobbie and I told him my whole experience and told him I was very dissatisfied with the service of me not being able to pay my bill online. I told gobbie to make a note in my account that once I pay my bill in full, good riddance capital one. Paying my bill online should always be an easy in and out. Horrible customer service and horrible handling of situation! I do not recommend capital one!

We have been with capital one for 15+ years using checking, savings and 2 credit cards. Recently we wanted to purchase hearing aids for my wifes father at sams. The cost was nearly 5k. The charge was flagged for fraud! While in line after the first attempt, we called capital one and the representative had us try 3 more times with the same card while they were on the phone with us. It failed each time. Capital one then informed us that because we tried 3 or more times that the flag could take 1-2 weeks to get removed. So I tried my other card and it was flagged. I had to call capital one again and while on the phone, I had them fix the issue. After nearly 1 hour I was able to use our second card. The issues are that the original card is the one we use all the time because of 1.5x miles has now been suspended. We have all our recurring bills placed on this card! What a hassle. So we are probably going to move to a different banking and card company. Especially after we call capital one while driving home and he stated that the conversation would be recorded for training purposes. I said great, so am i. The representative asked if I was recording and if I were he would hang up immediately! How ironic, they can record us but we can't record them. This experience was horrible all around! Help!

Capital One seems to allow algorithms to filter our accounts for possible fraud activity. This is appreciated. Unfortunately, about every TWO months the algorithms trigger an alert that FREEZES our credit card. We live in the United Arab Emirates(Dubai). Fortunately, we have NEVER had any fraud on this credit card despite the regular alerts and account freezing. Today when our account was frozen I called in. On an international call, I eventually got the fraud department. I uploaded the required documents and the 'manager' confirmed receipt of the documents. I then asked why so many fraud alerts and account freezing. No explanation. I begged the 'manager' to go ahead and have their people unfreeze the account since they had the required documents. All the 'manager' would do was to quote me the policy of 7-10 days to resolve any fraud alert account freeze their algorithms set off. I explained this was our primary card. I explained it is a Covid world now and in the UAE we are discouraged from using cash. All the manager would do was quote the policy.

I called back in about 8 hours later(again on an international call) hoping the previous 'manager' would not be on duty. I eventually got Ms. Whitley. This lady heard my complaint. Answered my why so many alert questions. And in about 30 minutes got the fraud freeze thawed and our cards working again! Why can't Cap One fire all the other managers and hire more Ms. Whitleys? She actually resolved what for us was a serious issue and seemed to care. The previous 'manager' didn't really seem to be able to do more than quote policy.

Cap One your algorithms are messed up. Please fix them or find some other more effective way to serve your customers who live and work overseas.

THEY S..K! Received a letter today, dated 8/25/20 which happens to be my B/D, from Capital One! Says: "IMPORTANT INFORMATION ABOUT YOUR ACCOUNT!" Dear Richard D. Blackmon, Recently, during a regular account review, we noticed you've only been using a portion of your credit line. To better fit your card usage, we've reduced your credit limit to $2000.00 dollars. We have kept your credit limit significantly above your highest balance over the last 1 year to ensure you can continue to use your card as you have been, while providing flexibility for future spending. Thank you for being a Capital One customer. We look forward to continuing to serve your needs. Sincerely, Capital One
Went online to close my account but after going through the process it says it couldn't finish it and to try again later. What kind of bull crap is this? So when I called and got a human being, which is unbelievable this day and age, I told the guy the above story and to close my account. He says I have been a customer since 2006. I told him I had an $8000.00 credit limit and now your are reducing it to $2000.00 dollars just because I haven't added thousands of dollars of purchases to my account? I told him KISS MY A.. and make sure to close my account! BUNCH OF B...! Supposedly the call was being recorded and I would love to hear what the higher upper [censored] thing of this f... bull crap! Told guy you will never hear from me again as I will never apply for their credit card the rest of my life.

I have an account with capital one 360 that has over 15,000$ in it and capital one is forcefully with holding my money has put me in a bind and they keep giving different excuses why they are holding my money the state of Arizona and Nevada are saying that they paid me for services I have rendered two of jobs I have done for them I travel all over the USA doing construction work

I apply for a card, I was told i, m a fraud, the only reason I was call a fraud is, that I did recall the last place I staid you see I been here at this address over thirty years, he told he was trying to look out for me by puting a freeze on my credit, on the app I put my mother maiden name, my last job, my social security number, ask what car I have, it not right some one can put on your credit, you can not talk to some one about, I told I apply again, that crazy when this person say you a fraud, like he god, that not right.

Capital one took over my Walmart card In Jan 2020. I did not authorize this card after $4, 000 charges were made in 1 week at Walmart's in Florida I was in England after 7 months of long distance phone calls 5 letters BBB contacting them they are refusing to change the balance which was $500 now over $4, 000 I am charged later payments interest & now my credit score has dropped 65 points. I am in lock-down in England I have lost my job & apartment because of Covid They have done nothing to resolve this issue and seems many customers are dealing with the same problems. I have never experienced such an unprofessional company that has no empathy for what most customers are dealing with at this time. Karma to Capital one for the way it treats it's customers