Business Profile

Credit Cards and Plans

Credit One Bank

Headquarters

Complaints

This profile includes complaints for Credit One Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,221 total complaints in the last 3 years.
756 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Credit one never sent me a statement regarding any charges or late fees!!!!! They also were impossible to reach. I received a busy signal every time. Now they are stating I owe them $67.94 in charges and fees which I was never notified of!!!!!! I want to cancel this card and want my money back. They are a shady company with shady practices and I want nothing to do with them...... EVER!
Business Response
Date: 11/03/2023
See attached correspondence
Customer Answer
Date: 11/06/2023

Complaint: 20761341

I am rejecting this response because: My address has been the same for over two years now. In addition, my email remains the same and is accurate and a notice could have been sent to my email.
How am I supposed to know that if my number is blocked I can't contact you and not think you are a shady company?
I want my late fee refunded and my account closed! I will never recommend this company again to anyone. Word of mouth goes far enough.
You are the ones that stopped sending me statements,l without my permission, didn't call my number on file to find out why mail was returned nor did you reach out with an email.
This is really very, very unprofessional.
Sincerely,

*******************
Business Response
Date: 11/14/2023
See attached
Initial Complaint
Date:10/23/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a phone call from creditone from the customer service # same # found on back of cc. Employee said there was an attempt to make an international charge and I said it wasnt me I didnt receive notification...he said dont worry we need to set up security alerts, he asked for my info then i started receiving text he asked for codes to verify my account then he said i would receive purchase alerts to confirm them to test my alerts were working correctly, after he did this i said i see charges on my card he said its only test after this call they will be removed. I hung up and called creditone and reported incident In total rep said she seen 3 or more attempted charges from ******** they denied flagged most but the 2 he had me confirm posted to my cc, creditone removed a 318$ that happened same day same manner from maylasia that I reported as fraud but refuse to remove the $487. They have proof these charges happened while on a 42 min call with a creditone employee via a screenshot of my phone history they asked me to send, they also can see the other attempts from maylasia. I have never been to maylasia or purchased anything from maylasia merchant turbo jewerly. I did not make these charges and only reason they were confirmed via text is because I was directed to do so by someone calling from creditone saying it was creditone testing my alerts. I need help every time I try to deal with them they add more excuses always going back to fraud text confirmation but i have proven the phone call where i was scammed by employee to do this confirmation. I have attached screenshot of creditone call and can get phone bill if neccessary...proving when text where sent to confirm purchases and fake charges were made I was on phone with employee instructing me to do this. Creditone seen the pattern among my cards all happening around that time from Maylasia and refunded one charge but refuse to remove this one. I need assistance please.
Customer Answer
Date: 10/31/2023
Attached is release form for credit one bank
Business Response
Date: 11/07/2023
Please see the attached response letter.
Customer Answer
Date: 11/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i had two accounts. i requested that one be closed in july 2023 and the other around august 2023. one account is still open as of October 19, 2023 despite numerous phone calls to their call center. i have not used this account in several years but received a statement showing unauthorized activity in august 2023. i contacted the company to dispute the unauthorized charge and also asked that the account be closed immediately. the agent said there was an annual fee also being charged that she waived. around october 11th i started receiving phone calls saying my account was past due and i needed to make a payment. the unauthorized charge was credited back to my account, but they did a balance transfer for $240.65, charged the annual fee and a credit protection fee plus a late fee. the statements i was able to download (and attached here) shows the activity described. call history: [i called] august 2023: requested account be closed due to not using the card and a fraudulent charge. [i called] october 14, at 5pm and spoke with the agent identified as "*****" who said the annual fee, the credit protection fee, and the late fee were all remove and the account was closed. october 19 i received more phone calls about a missed payment. [i called] october 19 at 11am the agent identified as "*******" said he submitted another request to close the account and waive the annual fee and credit protection fee in the amount of $41.09.
Business Response
Date: 11/13/2023
Office of the President
November 13, 2023
*************************
********************************************************
RE: Account Number Ending in ****
Case Number ***********
Dear *************************,
Credit One Bank received your communication on November 7, 2023, forwarded from the
Better Business Bureau of ***************.
We have already processed your request and responded in a previous communication. A
copy of that communication has been enclosed for your review.
On August 18, 2023, a Lost/Stolen report was processed on your account ending in
9855 and forwarded to our **************** for review. At that time, a new account
ending in **** was established. During this time, provisional credit(s) are created pending
the outcome of the investigation.
On September 13, 2023, the investigation was completed, and we determined that you
are not responsible for the fraudulent transactions totaling $199.36. At that time, the
provisional credits totaling became permanent and related fees and interest charges were
processed.
Your account was closed on August 24, 2023. We are reporting the account to the
consumer reporting agencies as "Account Closed at Consumer's Request" with a zero
balance.
We are required by the Fair Credit Reporting Act to report accurate information to the
consumer reporting agencies. Upon review of the account, we determined that the account
is being reported accurately.
We have verified that no delinquency was reported to the consumer reporting agencies
pertaining to this matter.
If you have any additional questions, please call **************** at ************,
Monday through Friday between 5:00 a.m. and 9:00 p.m., or Saturday and Sunday between
6:30 a.m. and 5:00 p.m. (Pacific Time).
Sincerely,
Credit One Bank, N.A.
BBB Case Number 20752271
NOTICE: The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on
the basis of race, color, religion, national origin, ***, marital status, age (provided the applicant has the capacity to enter
into a binding contract); because all or part of the applicant's income derives from any public assistance program; or
because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The federal
agency that administers compliance with this law concerning this creditor is the Office of the Comptroller of the Currency,
Customer Assistance **********************, P.O. Box *****, *******, ** 77052.
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with Credit One Bank, I do not have a contract with Credit One Bank, they did not provide me with the original contract as i requested
Business Response
Date: 10/31/2023
See Attachment
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So on June 24 of this year, I attended an ******************* concert in ********, **. My credit cards were in my vehicle and were taken. Several different cards were used but I caught it quickly. ***************************** and Discover have all done investigations and refunded the charges made by the thief. Credit One says that because my charges were made in a geographic area close to mine and because my chip was used from my card. There were three charges made that are in question, are on 6/26 $219.77 at Target in *************** along with a $10.13 charge at Chick Fil A in **** on June 27, in ************ a charge for $28.56 was made at a Sunoco. I live in ********** ** which is well over an hour away from ** and ************ is an hour the other way. I have never been n this situation before but I am sure I should not be responsible for someone elses purchases. I dont understand what the problem is. I have already contacted Credit One and they just sent another letter saying the same thing. That I am going to have to pay it. My card was stolen and used but the credit card company says because it was used near me , its a valid charge. Thats not right. Makes no sense. I did not make these three charges. Im going to go to the police department asap to make a report from June 24.
Business Response
Date: 10/27/2023
Please see the attached response letter.
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to close my account for 6 plus months. My card expired in 2020 and I never received a new one. I have carried a 0$ balance for at least a year but they are continually charging me 8$ a month on an expired card that I cannot use with a 0$ balance.I would like this account to be closed and the 16$ balance waived.
Business Response
Date: 11/01/2023

***********************
223920 **********************
******, ** 5440
RE: Account Number Ending in 7415
Case Number ***********
Dear ***********************,
Credit One Bank received your communication dated October 18, 2023, forwarded from
the Better Business Bureau of ***************.
Your account was closed on November 1, 2023.We will report the account to the consumer
reporting agencies as "Account Closed at Consumer's Request" with a zero balance.
Our records do not reflect a previous request for an account closure.
As disclosed, once you activate your Credit One Bank card, you are responsible for all
charges and fees associated with the use of your card. As long as there is a balance, you
agree to pay at least the Minimum Payment Due on or before your due date every month
or your account may be assessed a Late Fee.

The first billing statement that closed on December 19, 2016, included the pre-disclosed
Annual Fee of $75.00. The statement that closed on December 19, 2017, reflected the
second-year Annual Fee of $99.00, which is billed at $8.25 per month. Each statement
since that date has reflected $8.25 billed for the Annual Fee.
If you have any additional questions, please call **************** at ************,
Monday through Friday between 5:00 a.m. and 9:00 p.m., or Saturday and Sunday between
6:30 a.m. and 5:00 p.m. (Pacific Time).
Sincerely,

Credit One Bank, N.A.
BBB Case Number 20749759

Customer Answer
Date: 11/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with credit one bank and do not have provided me with a contract with my signature as requested
Business Response
Date: 10/26/2023
See Attachment
Business Response
Date: 10/31/2023
Please see attached.
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I been locked out of my account since March 2023 due to my phone number being changed, and locked out of my old email. This means I can't log in to the Credit One website either as it needs verification from the old phone # or my locked email. I would call from my new phone number since March to always make my payments and check if any is due. In April and May it said No Payment Due from the automated voice. I would call to make a payment every month and would be told there was no payment until June I believe. In August I saw on my Credit Report there was Late Payment information, so I called Credit One and explained to them that I had misinformation as to the payment due. I been a customer for several years and I've never had payment issues. I work very hard to always pay on time and I've enjoyed being a Credit One customer - I even recommended them to a few people looking for 1st time Credit Cards.I never purposefully or intentionally not paid my account, I only went with the information provided to me by the automated system over the phone. I have no idea how or why it told me there was no payment due, but I promise that is what it said.I been working very hard on my Credit Score and I have had 0 late payments since the beginning of my Credit History in 2016. This is the only derogatory ****** I have ever gotten and it brought my score down by 26 points. It's devastating, I am trying to get to a point where I can apply for a Mortgage. I disputed it with the Credit Bureaus, and I contacted Credit One also but Credit One will not help or request for it to be changed. They claim they filed correct information despite the mistake of me being told no payments were due. I want the ******s off all Credit Bureaus reports. Here are some Ref #'s of my calls with the Credit One Supervisor's.Account #: **** REF #: ********** (No name)REF #: ********** (************** on Aug 15th 2023)REF #: ********** (Navi on Aug 29th 2023)REF #: ********** (****** on Oct 18th 2023)
Business Response
Date: 10/26/2023
The response correspondence is attached.
Initial Complaint
Date:10/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I checked my Experian credit report and its not reporting correctly at all its only showing the account has been open since October ********************************************************************************** **** and this account has been opened since November 2019 not October 2019 and I have proof here but the bank or the credit bureau dont want see this .. And I like to have this account to be reported correctly to the Experian of a payment history of 46 months not 24 months on the account ending in ****
Customer Answer
Date: 10/20/2023
I send the documents by email
Business Response
Date: 10/26/2023
Please see attached response.
Customer Answer
Date: 10/26/2023

Complaint: 20748752

I am rejecting this response because:my credit report hasnt updated at all its still showing the account ending in **** is open 24 months not 45 months on my Experian credit one bank is not sending the updates at all never called me .

my email address is still showing invalid

Sincerely,

******************
Business Response
Date: 11/07/2023
Please see attached.
Initial Complaint
Date:10/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My card was fraudulently used to make a purchase and despite filing a claim they have decided that they would not refund the transaction. They even went so far to deactivate my card etc and still would not refund the transaction.This goes against everything they say about their "consumer protection", I've been a customer with ********************** One for almost a decade and they failed to protect me as a consumer.
Business Response
Date: 10/24/2023
Office of the President
October 24, 2023
*****************
**************************************************************
RE: Account Number Ending in **** Case Number ***********
Dear *****************,
Credit One Bank received your communication dated October 18, 2023, forwarded from the Better Business Bureau of Southern ******.

On October 12, 2023, a Lost/Stolen report was processed on your account ending in **** and forwarded to our **************** for review. At that time, a new account ending in **** was established. Provisional credit(s) may be issued pending the outcome of the investigation.

In response, we initiated an investigation and determined the following:
The **************** confirm that your credit card (with EMV chip) was used for the transaction(s).
In order to assist you further, we are requesting a copy of the police report filed with your local law enforcement. Please send the documents to the address listed below or upload the documents to your online account within 45 days of the date of this correspondence. If we do not receive the documents within the specified timeframe, the investigation may be closed,and you may be held accountable for the account transactions.
To upload the document(s) online, sign in to your Credit One Bank account and visit the ****************** page, then click on 'Forms & File Uploads' and select 'Supporting documentation for Submitted Claim.' Please note your account number on any supporting documentation.
Credit One Bank, N.A.
Attn: Customer Service
P.O. Box *****
*********, ** 89193-8873
PR057/A210426081
P.O.Box *****, *********, ** 89193-5516 P ************
If you have any additional questions, please call our Fraud ************************* at ************, Monday through Friday between 7:00 a.m. and 5:00 p.m. (Pacific Time).
Sincerely,
Credit One Bank, N.A.
BBB Case Number 20744738
PR057/A210426081
P.O. Box *****, *********, ** 89193-5516 P ************

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