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So Whose Phone Number Is this... Really?
By -

Check this out. I got a suspicious-looking email this morning purporting to be from Capital One practically begging me to call 800-951-6951. I quote this email below in full. So... why do they want me to call so badly? I Googled 800-951-6951 and the first result was: CAPITAL ONE PHISHING SCAM ALERT from the NM Attorney General's Website. Strangely, the fourth result was: Capital One Customer Service: Contact Us Technical assistance with Website: 1-800-951-6951 on the real Capital One website (www.capitalone.com/contactus/additionalinfo.php - 42k -)

So now, let's see who picks up when you call the number. I called and (after the usual menu-surfing) an Indian-sounding person said, "Thank you for calling Capital One. Can I have your Social Security number please?" Wait a minute! My full, 9-digit SS number? I don't think so. I mumbled some digits and the rep said, "Thank you, sir. May I have your address please?" I told her my address. Hell, everyone knows my address. "Thank you, sir. May I have your date of birth?"

Uh-uh. She got really insistent here and said that she needed my DOB and home phone number. That's when I got nasty and said that I think she's phishing me and would get her in deep dooty if she didn't tell me who she was working for.

But wait! You ain't heard nothin' yet! She got spooked at that point and transferred me to a supervisor, an American sounding guy. I told him why I was calling and refused to tell him anything until he could prove that he was really a Capital One rep. He did! Based on the last 4 digits of my social he told me everything about my Capital One account. I was convinced.

I told him the whole story and he said that no CSR should be asking for the whole 9-digit SS#. I asked him if he could verify whether they had sent me the e-mail that started the whole thing and he couldn't. I asked him if he could resolve the fact that the same number appears on the NM AG's scam alert and on Capital One's website. He couldn't. I told him that it sounded kind of lame and he said that he would transfer me to his boss. After being on hold he came back on the line and said that his boss didn't want to talk to me and I should just forward the e-mail to abuse@capitalone.com and they would "investigate" it. (I.E. I would never hear from them again.)

So what's going on? Here's my theory: I think the Indian outsourcing company is running a freelance ID theft operation. They were perhaps hired by Capital One to take calls, but are stealing the information they have been entrusted with to scam people. I think they sent me that email. It's all happened before: http://video.google.com/videoplay?docid=1238329879743315970. The supervisor said that it couldn't be because they implement all sorts of "security measures". I don't believe it. Do you?

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Very Rude Collections Rep
By -

LONG BEACH, CALIFORNIA -- Company Name = Capital One Auto Finance. Company Contact = Keith a collections rep @ the Tampa, Fl call center. ** was his initials. Company Address = P.O. BOX 93016. City = Long Beach. State/Prov = CA. Zip2 = 90809.
Country = United States. Company phone = 1-800-946-0332.

Incident = First I would like to start by stating that my account is in the collection stages. I have made several payments to try to bring my account current. The reason for my complaint is that no matter when you call for assistance when you are in collections, every single person I have spoken to when calling about my account is extremely rude. They never let you get your sentence out, they don't listen to you, they try to speak over you so that you can't get a word in edgewise.

I have been calling the collections department for about 2 months now, because I made some payments through Western Union that was applied to the incorrect account number and should have been applied to mine. I received
no assistance in resolving this issue all I received was them telling me how past due my account was. Right now today I'm still missing a payment of $300.00 that was paid on 11/26/2005 under the incorrect account number. I have given Capital One Auto Finance all of the correct information to get this matter corrected and I have not received any resolution on this matter.

I am deeply upset because of the way I was treated regarding this matter. They treat you like you're nothing, and you don't matter whenever you're behind on payments. I feel like there should be someone or a complaint department for rudeness when you call in regarding your auto account. I pleaded with the person I was speaking with to transfer me to someone else who could help me and he told me he would not and he could care less about my account. Then he put me on the phone with a senior account rep who was also extremely rude in this manner.
He said to me that he was going to mark on my account that I refused to make my payment which was not the case.

I am disappointed with the actions of the collections call center at this point, because I feel that they have no right to speak to another human being like they have the upper hand. I have been traumatised by the rudeness and unconcern of the employees of Capital One Auto Finance. As I stated in the beginning of this complaint, I have no problem getting my account current. All I asked for was assistance, and to speak with someone who would help me being as though the person I was speaking with did not and would not assist me.

I also asked this individual to please allow me to speak with his supervisor and he advised me that his supervisor was not taking calls, so I then asked would he please allow me to speak with his manager and he also advised me that his manager was not taking calls. I would really like to know what needs to be done to correct this problem.
Damage Resulting = Mental Stress and Depression.

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Rip off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I've been paying over the amount due every month and extra but my bill is going up not down. This is a rip off. Please don't use Capital One.

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Worst Bank Ever
By -

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.

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Liars!
By -

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.

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What's in Your Wallet? Definitely Not Capital One!
By -

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!

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Phone Calls Every Month
By -

PLANO, TEXAS -- I have my car loan with Capital One Auto Finance for 2 yrs, biggest mistake! Every month I get phone calls asking me for a payment, "How would you like to make that payment?" I know it by heart. My payment is due on the 18th of each month. I send it out way before due date, it's just the way my pay day falls so I'm able to do that. If I send it in too far in advance they call me for a owed late payment. I'm not sure who does the bookkeeping but the company has inadequate customer service not to mention poor English speaking people to handle the phones.

I ask one girl to help me with a mistake about my car payment, she told me my card payment was not due. (I have a credit card with them also, no problems with that.) After being transferred to 3 other customer service "specialist" (right) I got nowhere. I received an email offering to pay my car payment online (which I like), they sat on the payment for 10 days or more. Took them more than 10 days to tell me they were missing a number to my checking account so they couldn't debit my account. Now they are telling me I am in collection.

My payments are NEVER late. It look Capital One over a yr to finally fix my profile so I did not show that I owed a double payment. One lady called me at work & told me if I didn't make the payments they were going to repo the car and that I have void & null my contract with them. I never owed them a double payment & after they said they found the mistake I ask them to send me a letter of correction that they made the mistake, which I got. I would never gotten this letter if it wasn't their mistake.

Well this month again 2/8/08 phone calls again. It never stops. So, I'm such a risk Capital One sent me a letter saying I can refinance my car, just call. Are these people nuts? I don't understand how they can do the things they do & get away with it. I am so fed up with them I would never have another loan with them again. Capital One is too large of a company not to know what's going on. I also notice after watching my checking statement they sit on payments & do not process them right away. Whatever happen to good customer service? I am very disappointed in Capital One.

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CapitalOne / BIG Hassle!!!
By -

WASHINGTON -- "Capital One Flight Miles Card". Nothing but HUGE B.S. HASSLE to redeem your so-called free flight you are made to believe you get as a 'reward'! After collecting 32,000 "points" and believing that one would get one "free flight" on the west coast...and have "no hassle and no blackout dates" etc, etc, etc...this company is nothing but full of bald face, 100% pure, B.S.!

FIRST ATTEMPT to redeem points: Called 11/12/06 for a flight from Washington state to S. California from my airport in eastern Washington state. "Mr. Moore the lowest fare is $658.00 and you will have to pay everything above $320." My response: **!!! "Mr Smith, if you want to redeem these points for the amount of credit you have we will need a 21 day notice." My response: **!!!

SECOND ATTEMPT to redeem points: calling back on 11/12/06 for a trip from my airport to S. California on Dec. 7th to Dec 11th (21 day notice and not blackout dates which they say are no problem in all their advertising). "Mr. Smith, I have checked all flights and the total cost will be $485.00 and you will need to pay the balance over $320.00."

My response: "In all your 'NO HASSLE' advertising I was led to believe that I would earn a free flight on the west coast after I had put $25,000 through your card. Now you tell me that somewhere in the small print it really does not 'reward' me with a free 'no hassle' airline ticket without me paying considerably extra for the flight? This is total CapitalOne fraud, lies and 100% hassle!!!"

ALL CapitalOne ADVERTISING leads one to believe that after earning 25,000 points there will be a 'no hassle ticket' issued...and 'blackout dates' are 'no problem'! Well, huge piles of sticky B.S. on you and the horse you rode in on and everyone that works for you including the one who cleans out your toilet bowls! In my opinion, this is nothing but consumer fraud! Pox on you...CapitalOne!

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Capital One Refuses to Transfer Money Mkt Funds
By -

I have been trying for weeks to get Capital One Direct Banking to release funds I have in a money market savings account. Each time I have called, the person tells me that the order to release the funds has been received and that my funds should be transferred to my bank account in two to five days. The funds, however, are NEVER transferred. I have so far talked to six people including account supervisors. Each time I am given a different excuse as to why the funds have not been transferred.

When I called last week I was told that my account had been restricted. When I asked why, the account supervisor told me it is because two previous addresses needed to be verified. I told her that the previous addresses had been verified when I opened the account. She admitted that this was true and informed me that she was only now lifting the freeze on my account.

Today I received a letter saying that there were no funds in my account so they couldn't make the transfer. When I called today, the person told me that the letter was a mistake and that indeed there were plenty of funds in the account and that the money would be transferred in two to five business days. Again.

Each time it has been a different excuse. I'm not sure if I will EVER get the funds from my Capital One money market account or not. Capital One has refused each and every time to provide me with a confirmation number or verification number to confirm that the funds would be transferred. They have each time refused to tell me when I might expect to receive the transfer (except to say "2 to 5 days," which has always been untrue). Each time they have fallen over themselves to let me know that "this time" they are telling me the truth.

I've filed a complaint with the Richmond office of the Better Business Bureau. Since I've never had a bank refuse to honor a withdrawal, I'm uncertain as to which agencies to contact. Anybody have any ideas on how to get Capital One to release my money?

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Capital One Rating:
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1.5 out of 5, based on 26 ratings and
147 reviews & complaints.
Contact Information:
Capital One
1680 Capital One Drive
McLean, VA 22102
1-800-227-4825 (ph)
www.capitalone.com
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