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

2,222 total complaints in the last 3 years.
752 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:09/19/2023
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: 09/26/2023
See attached correspondence
Initial Complaint
Date:09/19/2023
Type:Service or Repair 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 three accounts with Credit One Bank but for some reason recently my phone number has been blocked from calling. They said that my phone number which I have had listed with them for at least five years was blocked for security reasons but will not tell me what the reason is. All they tell me is that I need to change my phone number because they are not going to unblock my number. I have reached out a few times, once through social media because calling is not working because they said they don't have a tech support and that once a number is blocked, they can't unblock it even if it was by mistake. They just keep telling me I need to change my phone number. I few years ago I worked for this guy *********************** (owner of ************************ located in ******* **), and I dumbly put my work cell phone number *************) as a second listing, and they refuse to remove it as one of the authorizing numbers and now I can't call from my cell phone number *************) after demanding them to remove that number. I guess they blocked my number instead of his number. So now my old boss, whom we I left that job on bad terms because the management decided to play a prank on me, can now make any changes to my account if he wishes because they refuse to remove his number as an authorizing phone number.
Customer Answer
Date: 09/21/2023
I emailed a lot of attachments on this case to *******************, but I have narrowed my attachments down to five because that is all that I can provide here. I have a video recording of me trying to sign into Credit One where the site sends an *** somewhere I don't know where then lets me in. I also have screenshots of the night before that when the site asked me where to send the **** After logging in (when it sends the *** to wherever) sometimes I get kicked off and then my access is denied as you can see in the screenshot. This started happening after I spent awhile trying to remove my old work phone number off of my account *************). I know now I should not have connected it to my work phone, but I never thought this would happen. After calling into the call center a few times to have the number removed from my authorizing contact list, my phone number got blocked instead *************) and all the people in the call center tell me is to change my number. They also say that Credit One does not have a tech support so changing my number is my only option. I don't think it is okay that they at first refused to remove my old work number from the authorization list and then block my number and now from time to time I cannot log into my accounts. My old job already harassed me while I was there and now Credit One is giving them access to continue that harassment. I just want the ************ number, or any other number removed that is not ************ and that my number the ****-phone number be unblocked so I can access my accounts.

Sincerely,
*****************************
************
Customer Answer
Date: 09/22/2023
From: ****** U
Date: Thu, Sep 21, 2023 at 10:29?AM
Subject: Supporting Documents Videos in Different Format (Case# ********)
To: *********************************** <***********************************>

Hello,
Good morning, I have changed the formats for the videos, and I hope these formats work. I saw that I was only able to upload 5 documents through the complaint link but just in case I will send these two videos to you. One is of me logging in and the *** being sent and then approved but not by me and the second one is me calling into Credit One but receiving a busy signal. Unfortunately the log in video would only download in a lower quality format so I also provided a link if needed of it in a better quality format if you are even able to view MP4s. Log into Credit One.mp4

Thank You Again,
*****************************
Business Response
Date: 09/26/2023
See Attachments
Customer Answer
Date: 09/26/2023

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. Thank you, I was just told to change my phone number or that I was blocked for security reasons. I was not aware that my phone number was not showing and because of this I was getting a busy signal. I appreciate your time because it was really frustrating because I was able to call in, in July just fine then the busy signal. I think my daughter accidentally turned off my caller ID. Plus I got a bit frustrated because I've been dealing with some identity theft issues. So again, thank you for your help, sorry I had to go through BBB to figure out the solution, but 3 different representatives told me to change my phone number.

Sincerely,

*****************************
Initial Complaint
Date:09/19/2023
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 had paid off my entire balance with this bank and requested several times to close my account. I later found out that it was kept open, so I requested a new credit card to be sent to my mailing address they have on file. I paid off all my credit cards and then found an email from credit one stating that my payment was late? I called in to find out where my replacement card was and that I was not late on any payments since my balance is zero. Only to find out that my balance was $125 over limit!!! My card was stolen by a credit one employee and over maxed it. I am the only one with my mail key. If they would of mailed it to the correct address, nobody would of stolen it. I placed a claim for fraud. They told me that it would take weeks to investigate. Soon after, I received an email stating that their investigation was complete and that it was not fraud due to the card being activated with my phone. This IS RIDICULOUS. Then I received an email that someone changed my email address to same email but just upper case letters. I have spent more than 6hrs on different calls to get this resolved to only have my call get disconnected etc.. I am not paying close to one thousand dollars that I did not use. This bank is a scam. I can't sleep at night and it's been causing me migraines. I need help :( I am hoping that they haven't negatively reported anything to the credit bureaus.
Customer Answer
Date: 09/20/2023
Hi *****,

Credit One Bank is claiming I called and activated the card on August 6, 2023. However, my phone records show only two calls were made that Sunday, one to my sister and the other to my niece. I never activated the card they claimed was mailed to me. Please let me know if you need entire bill.

Thank you!!
******* A
***See attached document /screenshot***
Business Response
Date: 09/25/2023
See Attachment
Customer Answer
Date: 09/26/2023

Complaint: 20621732

I am rejecting this response because: Credit One Bank is a horrible bank that has employees robbing consumers. I will not allow them to ruin my credit. There has been too many customers that have dealt with the same fraudulent problems. Credit One Bank hires out of country employees who are terrible at customer servicing, they hang up on you after being on hold for hours. I'm sick of it. A police officer came to my home last night and I have already requested the report. PLEASE PLEASE HELP ME RESOLVE THIS NIGHTMARE. I am a single mother and I will not be a victim of Credit One Bank.

Sincerely,

*****************************
Customer Answer
Date: 09/26/2023
************ Police will notify me once my police report is ready. Please do not allow Credit One Bank to close this claim as they have locked me out of my account, changed my emails so that I cannot upload any proofs. I truly appreciate your assistance in this matter. Thank you!
Customer Answer
Date: 09/27/2023
Good morning *****,
Please see attached police report. Here are also some important details:
*I had paid off Credit One Bank on April 2022, leaving me with a zero balance
*Requested new card to be sent to my mailing address where I only have the key to my mail box
*My email was changed by Credit One Bank
*Phone records show that I did not activate replacement card that I never received
I need confirmation that I will not be responsible for the fraud charges and that my credit will not be negatively impacted.
If you need any further information, please feel free to contact me @ **************
Thank you,
********************************
Customer Answer
Date: 09/27/2023
Credit One Bank class action lawsuit
Credit One is notorious for ignoring consumer complaints and requests to validate debt amounts and information. In fact, Credit One has been involved in several class action lawsuits over the past ten years. Here are some examples of Credit One Bank class action lawsuits:
Credit One uses outdated contact information, mistakenly calling minors in an attempt to collect on a delinquent account.
********************** one ignores identity theft reports and other credit disputes, causing consumers to have major issues with their credit.
Credit One sells charged-off debt accounts to collection agencies, even if the account is fraudulent.
Credit One uses pre-recorded messaging and automatic telephone dialing systems to contact customers via phone, even after formal requests to stop such communications. This is a violation of the Telephone Consumer Protection Act.
Credit One calls people who do not have a card with them and ignores their requests to stop.
As you can see, some of Credit One Banks attempts to collect debt are sketchy and unfair. Lets consider a real example.
Example: In class action lawsuit, ********* v. Credit One Bank, N.A. et *** Jordan ********** identity was stolen when a Credit One card was opened in her name. Jordans credit score dropped as a result, so she filed several disputes of fraudulent accounts and credit inquiries with Credit One Bank. However, Credit ignored the disputes and continued to pursue ****** for the fraudulent debts incurred and to report the information to the credit bureaus. Eventually, Credit One sold the charged-off debt account to a debt collection agency, further damaging Jordans credit.
Please help me with Credit One Bank...

Business Response
Date: 10/02/2023
See Attachment
Customer Answer
Date: 10/03/2023

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:09/18/2023
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.
On May 16, 2023 I paid the full balance ($138.85) of the credit card I had with Credit One Bank. The same day I made this payment, I contacted their customer service department and asked them to close my account. On August 10, 2023 while monitoring my credit score, I noted that it had dropped 35 points. To my amazement, Credit One Bank now showed a balance due of less than $60 and it was 30 days past due. I immediately contacted their customer service department. I was told that I would need to speak to a manager and that they were all busy. Approximately an hour later I received a call from a manager. He stated that is was an error on their end. This charge was for an annual fee. It would be corrected. Information would be sent to all 3 credit reporting agencies when they sent in their updates next month (September 10). The gentleman I spoke with assured me that the 30 day late payment would be removed. At that time it was updated to show no balance/past due balance. BUT they did not remove the 30 day late payment. Upon contacting Credit One Bank yet again, they stated I could open up a dispute and I would hear back from them. This ******************* on my credit needs to be removed immediately. I did nothing wrong. The mistake was on their end. They need to fix it immediately.
Business Response
Date: 09/22/2023
September 21, 2023
*************************
983 ***********
*********, ** 32940
Case Number 20230918024
Dear *************************,
Credit One Bank received your communication dated September 18, 2023, forwarded
from the Better Business Bureau of ***************.

The first billing statement that closed on September 5, 2021, included the pre-disclosed
Annual Fee of $75.00. The statement that closed on December 5, 2022, 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.
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.

Your account was closed on August 7, 2023.We are reporting the account to the consumer
reporting agencies as "Account Closed at Consumer's Request" with a zero balance.
According to our records, we have verified there was no previous request to close your
account before August 7, 2023.
As a courtesy, we requested the removal of the delinquency previously reported for August
2023 from your credit history. Please allow the consumer reporting agencies 60 days to
update their records . If you need to provide evidence of the requested change prior
consumer reporting agencies ability to update their records, please provide a copy of this
letter

We have provided the above-referenced information to the following consumer reporting
agencies:

Equifax: ************ or ************
Experian: ************
TransUnion: ************

Your concerns have been forwarded to the appropriate department for review. We greatly
appreciate you sharing your experience.
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 20621278
Initial Complaint
Date:09/18/2023
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.
I have paided payment on time and every month add a late and they closed out my credit card ending ****. The balance keeps going up and iam getting no where. This is not fair to me.
Business Response
Date: 09/25/2023
See attached correspondence
Customer Answer
Date: 09/25/2023
I pay my payment every month and the amount goes up and not down. It been closed for while trying get paided have closed. There no reason for keep going up. Something wrong this. I attached previous bank statements that showed I pay it.
Customer Answer
Date: 09/26/2023

Complaint: 20621263

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 9/25/2023 4:55:36 PM
I pay my payment every month and the amount goes up and not down. It been closed for while trying get paided have closed. There no reason for keep going up. Something wrong this. I attached previous bank statements that showed I pay it.

***See attached documents/screenshots for copy of bank statements***

Sincerely,

*************************
Business Response
Date: 09/29/2023
See attached correspondence
Initial Complaint
Date:09/18/2023
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.
August 3rd I made a payment using one of my accounts on my cc profile. However I realized it pulled it from the wrong account. I immediately canceled the payment and contacted Credit One. They noted the account and stated I would be fine. Well on August 11, Credit One closed my account and said the payment went back. Mind you I canceled the payment and made another payment that same day August 3rd. Then they charged me 2 late fees pushin the account over the limit
Business Response
Date: 09/22/2023
SEE ATTACHMENT
Customer Answer
Date: 10/10/2023
Hi I forwarded the letter from bank to credit one
Initial Complaint
Date:09/18/2023
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 would like to file a complaint about Credit One Bank. I have had nothing but trouble trying to use their credit card, I have a **** $ credit limit with 668 .00 in available. However I have tried to call them repeatedly only to get nowhere! When I tried to use it they told me that either I'm over the limit or I am denied. Also, with their login page I try to log in with my credentials it says that my username and password are incorrect.
Business Response
Date: 09/22/2023
Office of the President
September 22, 2023
***********************
********************************************************************* 34446
RE: Account Number Ending in 1890
Case Number ***********
Dear ***********************,
Credit One Bank received your communication dated September 18, 2023, forwarded
from the Better Business Bureau of ***************.
Your billing statement that closed on July 26, 2023, reflected a minimum payment of $30.00
due by August 22, 2023. Your billing statement that closed on August 26, 2023, did not
reflect the Minimum Payment Due was received; therefore, your account was considered
delinquent.
Your credit card will not be available for purchases or cash advances if your account is
past due or has a balance over the established credit limit.
On September 19, 2023, we received a payment of $100.00. As of the date of this letter,
the balance on your account is $641.26 and the available credit is $358.00.
Payments submitted before 5:00 p.m. (Pacific Time) will post effective the same day, but
*** not appear on your account for up to two business days. Available Credit will reflect
the first $100 of your payment immediately. The balance of your payment will increase
your available credit within 7 days. Credit One Bank reserves the right to place verification
holds on all payments. For more information regarding payments, please visit the 'Pay
Bill' section of CreditOneBank.com/FAQs.
Pending authorizations *** remain on your account for up to 14 days. Pending
authorizations are immediately deducted from your available credit and *** not be reflected
in your account balance.
Here are the things you should try if you are still having trouble accessing your online
account: clear cache/browsing history; reset username and password (fields are
case-sensitive); and enter information manually (do not use the browsers "auto-populate"
feature).
Please call us at the number listed below if you still need assistance.
To ensure optimal performance while visiting our website, we recommend using the most
current version of one of these browsers: Chrome, Firefox, Edge, and Safari. Certain
website functions *** be unavailable during times when improvement upgrades are being
made. For website assistance, please call ************, Monday through Friday, 5:00
a.m. to 9:00 p.m., and Saturday, 6:30 a.m. to 5:00 p.m. (Pacific Time). A list of browsers
and operating systems that *** be utilized when visiting our website can be found at
CreditOneBank.com/supported-browsers.
If you have any additional questions, please call our office at ************, Monday
through Friday between 6:30 a.m. and 3:00 p.m. (Pacific Time).
Sincerely,
Credit One Bank, N.A.
BBB Case Number 20619568
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.
Customer Answer
Date: 09/26/2023

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:09/15/2023
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.
The issue I had an outstanding of $497.00 that I knew nothing about. My last spending transaction on the card was $27 which was paid off on April 21st going to April 22nd midnight) I had a zero balance and left June 27, 2022. Didn't have access to my mail but I had access to email/phone. During my time away I did not receive any emails or calls telling me I had balance and the late fees/ annual fees I accrued.Got back to America and looked checked the credit one app to see that Credit One reported I was over 90 day late and had balance of $497 of which $297 were late fees/ annual feas another fee. Contacted the Credit One and they told I had $200 fee for using cash from the account plus fees assessed. The ************** sent me arandom check for $200 and when I spoke to several reps( they kept ******** via phone to spend the money, the told me that I would not be charged for the check and it was for me to do whatever I wanted with it.Only to come back to a $497 bill the consisted of this check that I don't recall asking for. I spoke to two reps and two supevusiors on Aug 7th and 8th and they both told me that that all I would need to pay was $250 and the rest of the fee would be waived. At no time did anyone tell me the account was closed and it was not reflected in their system. So under false guise the company took my $250 without telling me the status of my account despite me asking questions before giving them my card info. its only after I paid the money and ask the rep if I can get the balance of available funds( this question was ask before and now after payment) is when she admitted my account was closed
Business Response
Date: 09/28/2023
See attached correspondence
Initial Complaint
Date:09/15/2023
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.
Account number **************** is paid in full by the lender and forgiven by the creditor. Attached is the corrected ****-C tax statement verifying the above mentioned account number transactions and the corrected copies have been provided to all parties involved.This is your opportunity to cure as well as your notice of default for the servicing of the aforementioned account number ****************
Business Response
Date: 09/21/2023
Please see attached response.
Initial Complaint
Date:09/14/2023
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 Bank has placed 9 calls to me in less than 7 consecutive days. They have called from ************** on 9/12 at 8:20 am, ************** on 9/12 at 9:04 am, ************** on 9/12 at 2:07 pm, ************** on 9/13 at 9:24 am, ************** on 9/13 at 10:37 am, ************** on 9/13 at 2:03 pm, ************** on 9/13 at 2:49 pm, ************** on 9/14 at 9:22 am, and ************** on 9/14 at 10:20 am.
Customer Answer
Date: 09/14/2023
Please find attached the completed Privacy Form.
Business Response
Date: 09/22/2023
Office of the President
September 22, 2023
*******************************
***************************************************
RE: Account Number Ending in 3224
Case Number ***********
Dear *******************************,
Credit One Bank received your communication dated September 14, 2023, forwarded
from the Better Business Bureau of ***************.
Per your request, no further phone calls will be made with regard to the collection of your
account.
Your billing statement, which closed on August 7, 2023, reflected a minimum payment of
$30.00 due by September 3, 2023. Your billing statement, which closed on September 7,
2023, did not reflect the minimum payment was received by the due date; therefore, your
account was considered delinquent and our representatives attempted to contact you
regarding your payment.
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 20606697

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