MARYLAND -- I don't know where they found the people who work for this bank, but they are without a doubt the most ignorant people I have ever encountered in such a setting. I never had any problems with Chevy Chase Bank, but as soon as Capital One took over, everything started to go wrong. The two most frustrating things are: 1. You have to have at least two and a half hours to kill if you need to go to a branch and speak to a person (who has that kind of time?). 2. In this modern age, they have no way to provide you with a statement except by mail.
I had the day off yesterday, so I went to a branch and waited and waited to see someone. I asked why I can't get access to my account through their online banking system. I had some little ghetto ass punks make fun of me and tell each other I must be stupid if I can't get it to work. One little kid just stood there playing with his crotch the whole time and looking at the guy next to him. The other one gave me all kinds of attitude, but couldn't answer a single question.
I then waited again to speak with a "specialist" who was no better. I also asked why my "incredible interest" account is not earning any interest despite meeting the necessary balance requirements. The "specialist" was able to view both my balance and the account minimums. However, she was completely incapable of comparing the two and determining which one was greater. She got so confused, she decided to just close the account and start a new one??
When she told me her intent, I said "NO! I will be back later to close my account and will not be opening any new ones with you." I then asked for my ID back and she refused to give it to me. For 10 minutes I demanded she return my license and she only did so after I indicated I would call the police.
As we all know, we are in some tough economic times. My Capital One bill was running a bit late and I was aware of this. I called them, trying to work out some kind of payment plan (I've never had to do this, being a long time customer). The woman I spoke with was very nice and allowed me to make two separate payments, one on the 15th and one on the 21st. I specifically told her that I needed it to be removed on the 21st because that's when I would get paid. She said that would be fine and the payments would post to my account within 24 hours. The first payment came out just as she said on the 15th.
The second however, didn't come out until the 27th, almost a full week after what I had requested. I received a bounced check fee (incredible considering I requested it to be debited) of $30. I got paid, in form of direct deposit to my bank on the 27th so I assumed that the extra money in my account was due to my recent raise and spent a bit. Now, Capital One's very rude representative is telling me that it's my fault, I should have known better and if I didn't want it to be taken out I shouldn't have allowed them to do it. I try to explain to him that if the money was removed when I requested, I wouldn't be having this issue.
He got very loud with me and I asked for a supervisor. The supervisor, who was also rude, huffed and puffed through my very calm demeanor and told me more or less to suck up the charges. It wasn't her fault, after all, that I wasn't told by HER REPRESENTATIVE that the money would not be debited but removed in the form of a check and not for another 6-7 days after the request. I have never had to make a payment plan on my bills so I think it is terrible to treat a customer this way. They were rude, frustrating and loud.
They put me on hold for an extremely long time, there was laughing in the background while the SUPERVISOR was having another conversation and all I was trying to do was a good customer. All I was asking for was an apology for this miscommunication and a credit of $29.00 on my next bill. They scoffed and continued to tell me about how I should better watch my finances. I agreed that while that may be true, if the money was removed when I asked, we wouldn't need to discuss this. I canceled my account and will not, ever, use Capital One's services (if you can call them that) ever again.
What a complete nightmare! We got this card thinking it would be great for international travel. Wow, were we wrong. We were overcharged by Advantage Rent a car in Mexico City, and tried to dispute a portion of the charge ($92.95) immediately when we got back to the US.
Capital One not only made it impossible to dispute the charge which Advantage Rent-a-Car admitted was incorrect (now bankrupt with its assets in liquidation), but they then made big accounting errors, charged us finance charges that they later only removed after we had to explain to them like grade schoolers why their arithmetic was wrong, and they have outsourced their customer service so nobody has any authority to use common sense.
So our disputed charge is a long story but we booked a rental car on Travelocity and then were charged an entirely fraudulent exchange rate overcharged on top of that, and the office which was supposed to be open 24 hours was closed when we went to return the car and catch our international flight.
After numerous telephone calls, over a hundred pages of evidence, faxes and letters, we ended up asking to close our account. Not only did we waste a ton of time, we got different answers whenever we called. The customer service reps have no authority to resolve anything and they honestly asked us to provide them a "second opinion" from a competing car rental company in Mexico City who was willing to say that we were overcharged. C'mon! Setting aside that no other car rental company is going to do that for a complete stranger anywhere (and Capital One knows that, which is what one representative admitted to us, agreeing that it is just their way of making charges impossible to dispute). We had provided Capital One our rental agreement, our Travelocity reservation, written statements, and pages of online comparisons which were obviously not enough.
It gets worse. The partial charge was credited, then re-debited to our account, but not just the part we had disputed. No... Capital One charged us the full amount again (part of which we had already paid since we only dispute A PART of our charge). Several calls, faxes, letters later they re-credited us but for the wrong amount, then (despite being specifically told by a customer service representative that they would not charge us anything further) they charged us a finance charge even though we had already paid it off and then a late charge. Several calls, faxes later, they told us to re-dispute the charge and finally in the end, having gotten to the point of complete frustration I just paid the amount that the unscrupulous car rental company had overcharged us, and requested that my account be closed. Still Capital One has not closed my account.
NEVER USE THIS CARD! They do not have your back, put something else, cash in your wallet!
I have been a long time customer of Capital One banking and credit cards without a problem. I started the online bill pay several months ago and was excited to have a new easy ability to pay bills. I downloaded the iPhone app for Capital One to pay some bills. I paid them through my phone and it did not look like it went through the next day. So, I made them again.
Once I got back from vacation, I got to a computer to check and there was double payments for everything. However, it was not showing up that way on my phone app. I immediately sent an email requesting that they void the double transactions and never heard back. So, I called the next day and they told me they phone app does not work correctly. I asked them to void and the representative wanted to charge me $35 a check. What? It was your app that was not working correctly.
I cooled down for a couple of days and called back a second time. This time things seemed to be more understanding and I was told that the stop payments would be put in place at no charge to me. I wake up this morning to see my account overdrawn. I call bill pay and was told the representative from before told did not leave good notes and there was nothing about covering the stop payments.
Then I went on to explain what happened. I was told it would be her word versus mine and they do not place things in writing. Then the representative told me that even though the app was acting up (even though I did not know) I should have called before making double payments and it was my fault. I was like, "so since you app does not work and you failed to let people now, it is my fault because I did not call you?" Yes, that is correct. Unbelievable that a company cannot recognize a system's issue and correct it for their clients. This is poor judgment of the bill pay side of the bank.
SALT LAKE CITY, UTAH -- I received an offer from Capital One for convenience checks with a very low promotional rate as long as checks posted by a certain date. So I wrote two checks a couple weeks before that date. The first posted to Capital One within a few days and I received the promotional rate on it. The second posted to the Capital One card - on the last date the special rate applied. When I received my statement though, I did not get the promotional rate even though the mailing clearly stated in multiple places the offer was good through that date. Thankfully I kept all the paperwork.
So Capital One is INCORRECTLY charging the wrong interest rate on this transaction, one almost four times higher than the promotional rate. I phoned Capital One and was on the phone for 30 minutes with a representative stationed God-knows-where who could not help.
The supervisor he transferred me to was better; she is sending this over to another department to review. Just in case that is not enough to get this corrected, I just wrote their Disputes department, and am sending copies of all the paperwork I saved, including the initial offer which clearly states "must post by x/xx." And my caveat to you reader is to save paperwork and check your statements carefully, especially when dealing with Capital One.
RICHMOND, VIRGINIA -- Months ago I needed to send some money to my mother who lives in Brazil. She doesn't speak English, has never been or has any intention of ever coming to the US and of course, doesn't have a social security number either. Luckily for her, she never had the unfortunate experience of ever being contacted by those credit ** "Capital One".
I used Western Union (bad, bad idea!) to send the money. Even though I called Western Union and specifically told the representative that I didn't want to share my personal information or have the info on the money transfer sold to other companies, Western Union sold it to one of the biggest junk mail senders in the World, Capital One.
Didn't take long and my mail box has been flooded with unsolicited credit card offers from capital One. I called them and gave all the info to the representatives who in more than one occasion have promised me that the harassment was going to stop. It doesn't. All these letters come in my mother's name with the same misspelling that the Western Union had. It's pathetic and I'm really hopeless. When I see or hear the word "Capital One", the first thing that comes to my mind is a dusty basement office in some condemned building, in a God's forgotten little town in Oklahoma with some crook trying to steal people's credit information using a rotary phone. I hate this company!
Today I called again after receiving another letter in the mail. I spoke to Laida ID# ** and just like every other time I called, she told me that my mother's name was removed. They keep on saying it but I keep on getting the junk mail. She claims that it should stop by 11/12/10. I doubt. They lie to you all the time! Stay away from Capital One! If you're not a customer and get all this aggravation, can you imagine the hell you will get if you actually sign up to do business with them? No way!
CHARLOTTE, NORTH CAROLINA -- My wife got behind on a credit card bill with Capital One, but agreed to pay it through a collection agency (United Recovery Systems). We have been paying this bill for the past seven months now and all of a sudden, I receive a bill from Capital One requesting payment also.
After speaking with a supervisor for Capital One, she stated that due to President Obama, they are required to send a quarterly statement and that is what it was, a quarterly statement and not a bill. The problem with her statement is that, a quarterly statement would not come with a detachable payment sheet, payment instructions, and an envelope to mail this mythical statement (payment) in with. On top of that, it is the first one that I received in the past seven months of making payments. They were also charging me interest, which United Recovery Systems stated at the beginning that they would forgo once I started making payments to them on behalf of Capital One.
Now I am told that they (United Recovery Systems) forgot, missed, or just plain didn't do it, but United Recovery Systems stated that they would stop the interest as of right now and try to backdate it with no guarantee that they could, even though that was our original agreement in the beginning.
I contacted the Kentucky Attorney Generals office of Consumer Protection and informed them of this and was told to send a complaint with all documentation attached. An employee of that office informed my husband that they are very interested in this because others in the same situation may mistakenly send in payments and therefore be making double payments. She also told him that once a collections agency gets involved, that it is illegal and a company cannot bill a customer period.
I feel that this is something that needs to be told to the general public, so that no one is duped into making a duplicate payment. I attempted to get an email from Capital One to send a copy of this, but they refused to give one and stated that they only do correspondence through mail or fax, so I sent this to their abuse department. After all I guess you could call this abuse to the nth degree.
I was late on my Capital One card payment and received a phone call in March 2009 from a woman by the name of Phyllis representing Capital One and their claims department. She asked me if I wanted to enroll in a program that would get me back down to my original balance (3,500) so I wouldn't be charged additional fees.
We came to an agreement that I would pay 293.34 for months April, May and June. This would then bring my total from the 4,200+ down to 3,500 (my credit limit) I was told that everything was included, late fees, overdraft fees, finance charges etc. But the finance charges were not included. I was really upset because at the end of the 3 months my balance still was above 3,500 like almost 3,800. That means my next payment had to be well over 300 just to get it to the 3,500 and thus the program I enrolled in was a fraud.
I tried to call Phyllis back at least 3 times and no one would let me speak to her. I tried call different numbers at Capital One and no one was willing to help me. It was a tough luck and I had been duped. My payment for the month of July should have been a little of 100.00. Mind the fact that I really sacrificed a lot to pay this bill down. I worked as an AmeriCorps making on 627.51 per paycheck. My rent was $812 and I was paying Capital One 293.34. This isn't just right that I was duped like this. I want to know why would Capital One enroll me into a program to get back on track and update to get me back to my original balance and this is not what happened.
I fulfilled my part back paying the 293.34 for three months and was going to start paying the on the original balance starting in July, but how could if I had to make another payment of over $300 and I had already made plans to visit home so there was no way I was going to have the money to pay $300+ and then I would end up late, over the limit and additional fees. This is really terrible that I was duped into this.
FLOWER MOUND, TEXAS -- I went in to the Flower Mound Branch of Capital One to deposit a pair of checks, one of which was for my mentally and physically disabled father in law for whom I am Attorney In Fact (I have durable power of attorney). Despite the account being used for this purpose for almost a year with many checks including ones just like this, (Treasury Dept.), I was informed this wasn't sufficient any longer and I needed to re-open the account correctly. I have no idea how the account was opened incorrectly, but **, the Assistant Branch manager said it was wrong and therefore we could not deposit the check.
This was after her asking me to sit in her office for over twenty minutes waiting on something that usually takes minutes and we handle through the drive through. I then stood up to leave, and she took the check from her desk, and despite me asking her for it, since she wasn't going to do anything with it anyway, she refused and I reached over and took it from her hand, since after all it was my property and she refused to give it to me. She then very dramatically claimed I assaulted her, and called the police.
The police have already informed her and me that no assault took place, especially since it was my property in question, nor was there any bodily harm on her part. However, the branch manager took it upon herself to freeze all my accounts, including the business account for the company for which I work, which is also the account payroll and benefits are drawn against. No notification was given as required by law, and they refuse to speak to me, despite the fact they have to in order to close the accounts, which they claim they want to do.
So, in the end, nothing criminal is happening, despite employee's best efforts to the contrary. My accounts are frozen, including my employer's account which isn't even under my social security number, and they won't speak to me to resolve the issue or even let me close the account. This is a violation of Federal and state laws governing banking and availability of funds, as well as a breach of contract between my company, myself, and the Capital One.