SAVANNAH, GEORGIA -- Good thing you re-did your recent "every damn day" commercial. Obviously, your advertising executives were "sleeping" at their jobs. We were on the verge to call Capital One but you were too quick and justifiably to correct this offensive ad campaign.
COLUMBIA, SOUTH CAROLINA -- My credit company was bought out by Capital One and I was unable to do an automated transfer of my account. I tried to call and get someone to help me manually but in the end I found it was easier to cancel after I wasted 2 hours on the phone w/ them.
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!
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.
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!
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?
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.
As many noted, Capital One's Fraud & Identity Theft support leaves much to be desired (my experience, noted elsewhere, is that I was unable to find a representative who knew how, nevermind, would take my report of what appeared to be phishing focused on Capital One customers). Over a week ago their on-line response said they'd investigate -- but so far they've not asked for any details making the assurance impossible to follow-through... In other words, this appears to be a lying form letter/e-mail!!!). Here's how to complain:
NOTIFY the Federal Trade Commission (FTC) via their website, specifically citing Capital One's failure to comply with the RED FLAGS RULE. Capital One is subject to Subpart J of this law. Use "Red Flags Rule" +FTC or +Treasury to find a lot of background info. Basically, under this law, the enforcement of which just began in early 2011 (even though it was passed in 2007) mandates that banks have policies and procedures that:
I. Identify relevant "Red Flags" (defined by the statute to mean a pattern, practice, or specific activity that indicates the possible existence of identity theft);
ii. Detect Red Flags;
iii. Respond appropriately to any Red Flags that are detected;
iv. Ensure the [compliance] Program is updated periodically as risks change.
Part of the mandatory provisions (Section 571.90, Subpart J, subparagraph (e)(3)) mandates a staff training program to "effectively implement" the Program. Most people, it seems, that have a fraud issue involving any Capital One account (savings, credit card, etc.) seem to encounter substantially more extreme difficulties and do so much more often, relative to other banks, etc.
Clearly it would seem, Capital One's implementation of the Red Flags Law has been egregiously deficient... One might even have the impression that since the FTC has postponed implementation for so many years Capital One decided along the way to disregard the law entirely.
Now they MUST comply & seem to me unprepared to do so. Thus, complaints to the FTC will generate a pattern that WILL be investigated. Prompting, hopefully, improved performance -- which will help all of us. Every confirmed violation carries a fine by the way.