CFPB Complaint

CAPITAL ONE FINANCIAL CORPORATION – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-12-07T00:00:00.000

Product: I do not know

Issue: Attempts to collect debt not owed

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: My husband was contacted by a company by the name of XXXX on XX/XX/XXXX. He did not go into a detailed conversation with the person because the person was asking for me under my maiden name. My husband then forwarded the callers information to me, along with a case number. I then called the number back ( XXXX ), selected the appropriate prompts and gave my account number to an XXXX XXXX. Mr. XXXX then proceeded to tell me that I owed a debt of {$800.00} to household/XXXX/XXXX under my maiden name. He advised that the XXXX account was opened in XXXX and that numerous attempts were made to get in contact with me regarding the debt. He advised that XXXX is a litigation firm and that an action was being prepared to file against me.

I told Mr. XXXX that I was not aware of the debt and could he give me more information, such as an exact date that the account was opened, when the account went into collections, etc. He could not give me exact dates on anything. He then proceeded to tell me the car that I was driving in XXXX and listed several of my family members that I listed as references when I opened the account. This is when red flags went up, because I would have never listed those sources as references for something like a loan.

As such, I continued the conversation with Mr. XXXX. I asked what my options were and he said that we could settle or that I could dispute the claim in court. I then asked him to send me a document stating the nature and details of the debt and a link to pay the settlement. He told me that he would but then advised that they were not set up to take online payments. We ended the call, but I still could not remember this debt.

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After receiving some sort of document to sign from a docusign company, I called XXXX back and again received Mr. XXXX on the line. I asked him for more details such as the full account number, XXXX debt collection license number, XXXX mailing address and the exact date of the debt. He could not give me any of this information and became very defensive. He told me that I can, ” do two things with the information that he provided ; Take the information and pay the debt or take the information and go to court. ” I then advised that I was trying to gather as much information as I could in order to make sure that XXXX is, in fact, a reliable debt collection/litigation firm. We then ended the call and I proceeded to call XXXX to find out more about this debt.

XXXX could not give me any information because they did not have any record of the debt. They then referred me to Capital One who acquired Household/XXXX XXXX. After speaking to two representatives at Capital One, it was determined that no such account ever existed. I have not been in touch with XXXX since. However, I received a call and an email today ( XX/XX/XXXX ) from XXXX XXXX XXXX regarding the same account, but the amount requested was different. XXXX sent over a document with the amount owed and the original creditor, but that was all of the information that would have been helpful to me.

I then called and spoke with a representative who was not able to give me much information either. She said the account was opened in XXXX and payments stopped in XXXX. She then got testy and said she was trying to help me with this matter and that she can simply not the file that I refuse to pay and send the matter to court. I advised her to go ahead and note the file because I would not be paying anything until they could provide me with more details of this debt.

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Company: CAPITAL ONE FINANCIAL CORPORATION

State/Zip: NC 275XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3094518

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.




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