Capital One

Report Card
C+
Overall Grade
B+
Mortgages Grade
B+
Debt Collection Grade
C
Credit Reporting Grade
Capital One is rated overall in the bottom 40 percentile (out of 100) based on 10,880 customer complaints.

Statistics

Complaints Currently In-Progress128
Complaints per $100K of Deposits56.8
Complaints Resolved in a Timely Manner99.5%
Resolutions Disputed by Customer19.6%
Average Time Until Resolution32 days

Financial Report

Owner CorporationCapital One Financial Corporation
EstablishedMay, 1933
FDIC InsuredJanuary, 1934
FDIC Certificate #004297
Number of Branches874 (1 International)
Total Assets$247.5 Million (7th)
Total Deposits$191.6 Million (7th)
Total Equity$34.3 Million (7th)
Quartarly Net Income$329.3 Thousand (13th)

Contact Information

Corporate Headquarters
1680 Capital One Drive
Mclean, VA 22102
United Statesflag
Website
www.capitalone.com
Data Summary
Capital One logo

Grade Summary

Overall, Capital One received a grade of "C+" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. Capital One is rated "B+" in Mortgages, "B+" in Debt Collection, "C" in Credit Reporting, and "C-" in Credit Cards. Click on any of the financial products to see how Capital One compares.

Overview

Capital One has received 10,880 consumer complaints since November, 2011 – more than 99% of other banks.

Of those complaints, 99.5% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' Capital One meets the 60-day response deadline more frequently than 58.7% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 19.6% of customers dispute Capital One's response to complaints — worse than 55.2% of other companies.

Most of Capital One's customers complain about credit cards with the primary issue being "billing disputes."

Capital One is primarily a commercial bank with no specific specialization. Capital One is based in Mclean, Virginia and is the 7th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, Capital One receives far more complaints than most other banks. Capital One recieves more complaints per customer than 99% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against Capital One
#Financial ProductSub-ProductComplaint IssueComplaint Count
1Credit cardBilling disputes1,334
2Credit cardIdentity theft / Fraud / Embezzlement816
3Credit cardOther752
4Credit cardClosing/Cancelling account591
5Credit cardAPR or interest rate544
6Credit cardCredit reporting406
7Bank account or serviceChecking accountAccount opening, closing, or management385
8Consumer loanVehicle loanManaging the loan or lease334
9Credit cardCredit card protection / Debt protection321
10Credit cardDelinquent account304
Responses From Capital One
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation7,3687,342 (99.6%)1,631 (22.1%)
2Closed with monetary relief2,1892,178 (99.5%)245 (11.2%)
3Closed without relief1,1361,131 (99.6%)294 (25.9%)
4Closed with non-monetary relief1,0461,038 (99.2%)123 (11.8%)
5Closed with relief384382 (99.5%)65 (16.9%)
6Closed168167 (99.4%)35 (20.8%)
7In progress9595 (100%)0 (0%)
8Untimely response50 (0%)0 (0%)
Complaints over the Past Year