• Report: #1129056

Complaint Review: CapitalOne 360 Bank: Capital One Financial Corporation

  • Submitted: Fri, March 07, 2014
  • Updated: Wed, March 12, 2014

  • Reported By: DivaMamaGrizzly — Concord California
CapitalOne 360 Bank: Capital One Financial Corporation
1680 Capital One Drive McLean, Virginia USA

CapitalOne 360 Bank: Capital One Financial Corporation Richard Fairbank, CEO Unreasonable, abusive rip off tactics, McLean Virginia

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TO: Richard Faibank, CEO
richard.fairbank@capitalone.com

Thursday, March 6, 2014

 c/o Corporate Secretary's Office
Capital One Financial Corporation
1680 Capital One Drive
McLean, Virginia 22102

 Current Transcript of the Chat Session

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This window contains a frame described as, current transcript of the chat session, followed by a text field described as, enter the text message. To chat, enter your message into the text field. When a response is posted an audible alert will be triggered. Use the arrow up key to navigate to the transcript frame. Use the arrow down key or forms mode to navigate back to the, enter the text message, text field.

Chat InformationWelcome to our Capital One chat service! One of our Account Specialists will be right with you. This chat will be monitored and recorded.

Chat InformationHi, this is Malman. Whom do I have the pleasure of chatting with today?

you: Hi This is Sonia H L

Malman: Hello Sonia.

Malman: How may I assist you today?

you: Someone call me stating that they had not received a payment this month and I see from my ALLY Bank Bill Pay that you were paid:

you: Payment Details Status: Paid Payee: MasterCard Payment Amount: $75.00 Payment Account: xxxx0128 Scheduled Delivery Date: 02/03/2014 Frequency: One-Time Payment Payment Tracking Information Payment Initiated: 01/23/2014 10:52 AM PST Payment Channel: Online Payment Sent (estimated): 01/31/2014 04:33 PM PST Scheduled Delivery Date: 02/03/2014 Bill Pay Reference #: SUCT55VWJU Am I being scammed by someone?

Malman: I apologize for any confusion or inconvenience this may have caused.

Malman: Sure, I will be glad to check that information for you.

Malman: In order to access your account, please provide your name (exactly as it appears on your credit card), zip code, date of birth and last four digits of your Social Security number.

you: Also, on 01/23/2014 Household - XXXX... Capital One 360, Ch... Completed $75.00

Malman: I haven't heard from you for a few moments. Are you still with me?

you: There was a transfer to my Checking account for $75 on that account! What the heck is going on? Either somebody does not have a clue what they are doing or there is a scam artist out there trying to bully me out of more money. You need to do an internal investigation. Because you have been paid on both accounts. The next payments will go out next week after I get paid. This an annoyance that I don't appreciate!

Malman: In order to access your account, please provide your name (exactly as it appears on your credit card), zip code, date of birth and last four digits of your Social Security number.

Malman: I apologize for any confusion or inconvenience this may have caused.

you: Sonia E H, xxxxx, /xx/xxxx, xxxx

Malman: To ensure I have the correct account can you please provide me with the last four digits of your Capital One account number?

you: I paid both accounts way before the due date!

Malman: Sure, I will be glad to check that information for you.

Malman: To ensure I have the correct account can you please provide me with the last four digits of your Capital One account number?

you: 2750

Malman: Thank you for verifying that information. Bear with me for just a moment while I review the account.

you: Mastercard acct: ending 4523

Malman: One moment please while I review your account.

Malman: Thank you for waiting. I have some information for you.

Malman: Sonia, after reviewing your account, I see that for the due date of 03/13/2014, your current amount due is $25.00.

Malman: I haven't heard from you for a few moments. Are you still with me?

Malman: I see that you are currently typing. I just wanted to let you know that I am here and happy to be of assistance when you are ready.

you: I dont see the payment for FEB posted on my account information? Where is it. I actually paid it on 1/23/2014, so it was paid early and more than the minimum. Also, on 01/23/2014 Household - XXXX... Capital One 360, Ch... Completed $75.00 Payment Details Status: Paid Payee: MasterCard Payment Amount: $75.00 Payment Account: xxxx0128 Scheduled Delivery Date: 02/03/2014 Frequency: One-Time Payment Payment Tracking Information Payment Initiated: 01/23/2014 10:52 AM PST Payment Channel: Online Payment Sent (estimated): 01/31/2014 04:33 PM PST Scheduled Delivery Date: 02/03/2014 Bill Pay Reference #: SUCT55VWJU Please check out this payment!

Malman: One moment please while I review your account.

you: I do my best to be responsible and pay my bills in a timely manner. What really gets me is when I have to do someone else's job and I don't get paid for it! I thak you for your help, but what the heck happened to my payment?! I always try to send more than the minimum amount.

Malman: Sonia, just to confirm, are you referring to the payment of $75.00,which is made on 02/01/2014.?

you: Yes

Malman: Sonia, not to worry, we have already received a payment of $75.00.

you: In Jan you received a $600 payment. on 6 Jan via online through Ally Bank. So where is the delinquency?

Malman: Sonia, after reviewing your account, I see that you have made a payment on your account before the statement date.

Malman: Any payment made before the cycle closing date gets applied to the same billing cycle.

Malman: I see that you are currently typing. I just wanted to let you know that I am here and happy to be of assistance when you are ready.

you: You will get the March payment ahead of the due date. So why is someone calling and harassing me about a missing payment? You have a scam artist somewhere in your company and you need to root them out! If the due date is the 13th of the month, and my payments arive on the 3rd or the 1st of the month, it should go to that payment due date. Not the month before. You make people crazy with this BS!

you: I did not pay anything before the close of the billing cycle.

Malman: I definitely know that can be frustrating and I completely understand how you feel.

you: Please get this straightened out. The fault is NOT mine, it is your silly bank policies!

Malman: Sure, not to worry.

Malman: However, for the due date of 03/13/2014, your current amount due is $25.00.

you: The $600 was posted to my account on Jan 10 2014, so why does that not count for Jan 2014? Please explain the logic behind that 3 days before the due date, should not penalize me. There should be NO PROBLEM whatsoever here!

you: You received timely payments for both Jan and Feb 2014!

you: you will get the March payment on or about 1 March 2014, or a day or two later. What is the problem with that?

you: Today is Feb 21! The bill is not due yet!

Malman: Sonia, let me explain this to you.

you: I have not received that bill in the mail yet! What the heck are you people doing?

Malman: The payment which you made on 02/01/2014 had posted to your last statement.

Malman: I see your last statement was generated on 02/16/2014, you will receive the statement after 11 days in mail from the date of generation.

Malman: However, you can view your statement online anytime.

Malman: I see your next payment is due on 03/13/2014.

you: So FIX that! Why was it posted to the Jan statement when the payment was clearly made on 1 Feb! You can fix this. Besides that, it was for 3 times what the minimum required! This is totally stupid on the banks part. Fix the payment, now or I will be contacting the CEO of your bank and then I will get this straightened out.! So fix the payment posting to the FEB statement, Jesus you get paid early and you get more than required and you STILL complain?! What kind of operation do you have there? This is totally ridiculous!

Malman: I completely understand your concern.

you: I will send this entire transcript that so far you have not provided a reasonable solution to this problem. What pea witted moron designed your system. It makes no logical sense.

you: Get a supervisor, manage that has authority to correct your bank's error a get this fixed, NOW!

Malman: Thank you for your patience.

Malman: At this time, I would need to transfer you to my supervisor who would be more than happy to assist you with your request.

Malman: Please bear with me for just a moment.

Chat InformationPlease wait while I transfer the chat to the appropriate group.

Chat InformationHello, my name is Tyler and I am an account supervisor. Please feel free to share any additional details about your situation while I review your previous transcript. This should only take a moment.

you: I am sending this entire transcript to Richard D. Fairbank, your CEO. I paid you in Jan, I paid you in Feb and you are harassing me for a missed payment?! Hello, Tyler, the problem is that your bank can't post payments to the correct month. You need to fix this NOW!

Tyler: Hello Sonia.

Tyler: Please accept my apologies for any inconvenience caused. Just a moment while I review your account and help you.

you: Also, any additional fees need to be reversed!

you: Appologies, are not enough, I want the payment posted to the correct month, Jan for Jan and Feb for Feb. Simple really!

Tyler: I'll certainly check on all your concerns today and will help you in best possible way.

you: You check the date you received the payment and post the payment to that months due amount, the the previous month.

you: The best way is the fix the payment posting date!

you: I am already spenind over an hour on this blunder and no one is PAYING ME!

you: SPENDING MY time on this is a total waste and I feel free to bill YOUR bank for my consulting services! I charge $250 per hour! Now are you ready to fix this mess?

you: I have no problem in sending a bill to Mr. Fairbank.

Tyler: Thank you so much for sharing the informations, Sonia. I have reviewed your account and I see that the last payment received was for $75.00 on  02/01/2014. Rest assured you are not late on your account and there are no extra fees on your account which can be reversed.

Tyler: Your statement was generated on 01/16/2014 and the payment was supposed to be paid by 02/13/2014, so your payment of $75.00 posted on 02/01/2014 which is ontime payment.

Tyler: Yes, we faced a downtime where we contacted our customers regarding the payment, since you have made the payment ontime you can ignore that call.

Tyler: We want our calls to display as Capital One on caller id and that’s the way they are programmed. However, some local phone exchanges may display our number differently. This is beyond our control, and we want our cardholders to be aware of that potential occurrence.

you: So why is someone calling me stating that my account payment is overdue? You need to complete an internal investigation as someone is scamming your customers! So you are telling me there is NO Problem with my account? Is that correct? So this was a total waste of my time?

you: you need to do something nice for your customers that got bothered needlessly re this. Maybe a gift card of somekind......

Tyler: We are aware of the problem and we are trying to fix this issue as soon as possible. Your account is completely fine and the only payment remaining is on 03/13/2014 which for the statement of 02/16/2014.

Last text message receivedTyler: At this time for the inconvenience caused I can go ahead and credit your account with a goodwill of $10.00, I hope this will be helpful.

you: So this was all "Much Ado about Nothing"! Bye!

They did try to make a gesture of good will with the $10 credit, but all this could have been avoided, had the caller clearly stated if the payments have already been made to disregard the notice.

 

RE:

360 Checking -Account Number: XXXXXX1676

12/23/13

Household - XXXX...

Capital One 360, Ch...

Completed

$50.00

12/17/13

Household - XXXX...

Capital One 360, Ch...

Completed

$100.00

11/29/13

Household - XXXX...

Capital One 360, Ch...

Completed

$50.00

11/01/13

Household - XXXX...

Capital One 360, Ch...

Completed

$125.00

Here are the payments to the overdraft on this account!  Why am I getting harassing phone calls re payments, when you get regular payments from every month.  I am sick and tired of the BS and this too will be included in a letter to Richard Fairbank your CEO.  You have no reason to complain or harass me for any reason!  Cease and desist these punitive tactics toward me and who told you to call my husbands cell phone!?  You deal with me on these accounts.  I will take legal action against you if you continue this BS! These are abusive tactics! I am informing my attorney re your actions against me today.

Sonia E. H L

PS:  I am supposed to have a $500 overdraft and now you have frozen my account for no valid reason.  You get paid every month and I have never missed paying you.  I asked for a change on the due date and your bank has a stupid policy that does not work for me.  I send the money as soon as I have in in my other accounts and now you have shafted me again.  Please unlock my account as I have to pay my insurances from this account now.  A copy of this and a complete letter is going to you CEO who has the authority to change your 'policy'.  All I ask is for a change to a date between  5th and the 10th of the month.  Then there will be no more issues of what you term 'late payment'.  Furthermore, you NEVER send me a notice of what the bloody due date was and is and I never had official notice of this.  Every other company I have done business with is able to accommodate their customers in this way.  What is your excuse?  The s**t is going to roll downhill eventually so save your jobs and do the right and courteous thing. You received $75 via transfer on 2/27 14 that was booked to the account before the due date, so why is my account locked. I should have $307.63 available on the overdraft. What twitted birdbrain locked my account!!!!!?????  They should be discharged today!  And I expect a written apology from you  and the person who locked my account.  The money I sent to pay this account was so that I could pay my insurance premiums and now you have eaten that money and my policies will not be paid unless the account is unlocked!

Your personal prompt attention to this matter is appreciated.

 

Sonia E. H L

 Sonia H L
Email: (((REDACTED))

PPS: not able to print this and snail mail at the moment.

 
 

 
to richard.fairba.
take legal action against you.

Sonia E. H L
 

 

10:16 PM (14 hours ago)
 
to richard.fairba.
Mr Fairbank,

Here is the last message I got from Customer Service:

We received your message and would like to help. Please know that our Associates were trying to get ahold of you, because you're currently past due on your 360 Checking Account. You only made a deposit of $75 for January. Please know that the total deposit amount required is either $100 or the outstanding Overdraft Line of Credit balance, whichever is lower. We now require a $125 deposit ($25 for January and $100 for February) deposit due by February 28, 2014.
 
We hope this clarifies any questions you had about your payments and what to expect moving forward.  Please know you're always able to find the required deposit and the due date on your monthly statement.
 
Thanks,
 
Marty
Capital One 360



And my reply:

You never send me any information or a bloody statement of how much I am supposed to send.  I am NOT CLAIRVOYANT!!!.  How the hell am I supposed to know this unless you at least post it on my account information, DUH!  I do NOT READ MINDS.  What kind of a lame operation are you people running?  YOU never from the beginning ever informed me of what any of the due dates are, nor did you deign to accommodate me when I asked for a change on the due date.  If you would have complied with this simple request all of this mess could have been avoided!  YOU are at fault here, not me!

You never informed me of a $100. minimum, nor did you inform me of that being increased!!!!

S. H L

And my earlier message:


You have been more than paid!!!!!

On 2/27 you credited a deposit of $75.00 and on 3/3 you got another $81.00. So where are you getting that I still owe you $44.00 and you still have locked my account??????!!!!!  You are a bunch of rip off artists. and my letter to Mr. Fairbank will reach your ears soon enough!!
 
S. H L

 
This is the kind of lame customer service that you offer at your bank.  Hardly professional.  Your personal prompt attention to this matter is appreciated.  My checking account should be unlocked immediately!
 
Sonia E. H L



---------- Forwarded message ----------
From: Sonia H >
Date: Thu, Mar 6, 2014 at 12:29 PM
Subject: RE: Abusive Tactics by your bank and lousy customer service!!!!!
To: richard.fairbank@capitalone.com

--
Best Regards,

Sonia E H L
 
 

Sonia H 

12:05 PM (43 minutes ago)
 
to Lara
RE: Issues with CapitalOne360 Bank

Dear Lara,

I am having issues with CapitalOne360 re an overdraft allowance on my checking account.  Please read the letter which I send to the CEO which is attached.  Also the email which I sent him below.  Can you help me?  I put money in this account to pay my insurance premiums and now that they have frozen my account my premiums won't get paid.  I don't have any more money as I am living on $1103 each month and after I pay the bills, there is no extra.  I am now having some skin cancer issues and if my life insurance lapses, I will not be able to reinstate it or to get another policy because of this medical condition.  Also, my homeowners and car insurance will not be paid. 
If you can help in any way.

Here is the account info:

Checking & Savings
Checking and Savings account information
Account TypeAccount #Balance  Information The balance includes all deposits, plus interest credited to the account at the end of each month, minus all withdrawals and other debits to the account.Available  Information Available balance is the total amount available for withdrawal including your balance minus any deposits on hold and pending transactions.
360 Checking - Insurance Account xxxxx1676                                                                                       (192.37) 0.00

 
This is a long term problem which they have shown no cooperation to resolve the issues and now I am being damaged as a result.  I have paid them faithfully every month and they are not losing any money on my account.  I am fed up with the BS I am getting from them.  Plus the harassing phone calls.  Their tactics are abusive and unfair.  I have done nothing wrong, I have paid and paid.
Please let me know if you can help. I found you through Lemberg Law and you helped me with US Bank a while back.

Sonia E. H

---------- Forwarded message ----------
From: Sonia
Date: Thu, Mar 6, 2014 at 12:29 PM
Subject: RE: Abusive Tactics by your bank and lousy customer service!!!!!
To: richard.fairbank@capitalone.com


you: Apologies, are not enough, I want the payment posted to the correct month, Jan for Jan and Feb for Feb. Simple really!

Tyler: I'll certainly check on all your concerns today and will help you in best possible way.

you: You check the date you received the payment and post the payment to that months due amount, the the previous month.

you: The best way is the fix the payment posting date!

you: I am already spending over an hour on this blunder and no one is PAYING ME!

 
 
     
 
Hi Sonia,
 
I can help you, can you clarify a few items?
 
What is the payment you are making to Capital One? Is it for a credit card?
 
And is Capital One also your bank?
 
So that the payments to the Capital One account (credit card?)  is taken from your Capital One bank account?
 
And Capital One has frozen your bank account because of alleged late payment on the credit card?
 
Thanks, sorry it is still a bit confusing to me.
 
Lara
   
 

Sonia H

1:05 PM (10 minutes ago)
   
to Lara
Hi Lara,

It is for an overdraft allowance on my checking account at CapitalOne 360 bank.

Yes they have frozen my account inspite of my paying more than what was required, but they did not give me notice at any previous time of what the due date was, or how much the minimum payment was required.  Now they stated that this information is on the E-Statement.  I looked and it is only on the Jan 14 statement, not the Feb 14 statement.  Earlier, I had asked them to move my due date to between the 5th -10th of the month. That would give me enough time to send a check from my Ally account or do a transfer and it would not be late, but they have an arbitrary date for all customers.  They refused even though I explained to them that my Social Security payment come on the 4th Wed of the month and I send the payment as soon as the money is in my Ally account.  But they stated that was 'bank policy', well that means it is arbitrary and could be changed by someone at CapitalOne360.  Every other account I have had if you contacted the creditor would be amenable to adjusting the due date as a courtesy to their customers.  This bank is totally using this excuse to rip me off and I will not stand for it.  I have written the CEO and still no action on their part to even acknowledge that between 27 Feb and 3 March they received a total of $156.00, more than the min due. They still claim I have to send another $44.00.  I don't have any more money this month and those payments were intended to free the overdraft so my insurance payments would be paid.  I am livid.
 
I hope this clarifies the situation for you.  If you can help me.  I will be damaged if my insurance lapses: Life, Car, Home and Lifelock.  I may not be able to reinstate my life insurance because of my medical conditions.  It is due on 5th of the month so, it is over due now. 
I expect some compensation for this debacle and you can add your service to the total settlement.  That is the best I can do.  Can you help me?

Best Regards,

Sonia H

This report was posted on Ripoff Report on 03/07/2014 01:47 PM and is a permanent record located here: http://www.ripoffreport.com/r/CapitalOne-360-Bank-Capital-One-Financial-Corporation-/McLean-Virginia-22102/CapitalOne-360-Bank-Capital-One-Financial-Corporation-Richard-Fairbank-CEO-Unreasonabl-1129056. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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