Capital One Informative - Does Capital One Care if its Customers are Scammed?
Most Banks & Credit Unions have well established processes to address possible fraud being perpetuated against their customers -- especially phishing by con artists who target the institution's customers. Apparently, Capital One does not & does not care.
RECOMMENDATION: If you're a Capital One customer, or thinking of becoming one, use their information and call as if you've got a fraud issue--and see how you're treated, or would be if you did. You can state right up front you're sampling their process & be totally honest about your situation -- but save that for when you actually get to the right person. Compare them with other banks. You'll experience a big difference. Guaranteed.
I got two suspicious calls asking for personal info right up front and the reason why was unclear. So I hung up.
After the second call my wife called me at work with a similar experience...so I called Capital One based on the "Bank" phone number provided at its website.
I explained the situation and was passed off a couple of time until I ended up right where I started. I called again, with similar results. I called the two convenient branches I frequent, again to no avail; the people there had no idea. One, however, informed me that the calls were "probably" associated with activating the new ATM card they claimed they sent me, but I never received, to replace the card with "Chevy Chase" on it. As a security precaution they canceled ALL my ATM cards!!
But since that didn't explain all the calls--if it did, why Capital One didn't say right up front they were calling to activate a new ATM card indicates very poor communication skills.
Then, out of rising curiosity I called the following numbers and was referred as follows:
1-888-810-4013 (banking customer service number on Cap One's website);
the person there referred me to "Security" which they assured me where there "24 hours"; based on the experience thus far I asked for the number in case the call got disconnected (blaming my phone for the likely problem). I was told I was being referred to: (301) 939-6600. That was never answered (and the call was not disconnected; the forwarding worked, such as it did).
I tried 703-720-2500 -- which reaches Capital One's CORPORATE TELEPHONE OPERATOR -- and that person transferred me to the Fraud Department at 1-866-344-8899 -- and the person answering there claimed they did NOT even service (at the time I called, March 4, 2011) Capital One!!!
Maybe that Capital One Corporate Telephone Operator was trying to tell me something.
BOTTOM LINE: I was NEVER able to contact anybody at Capital One that could, or would, address the apparent problem -- that someone seemed to be targeting Capital One customers via a focused, and persistent, phishing attack.
BENCHMARKS: I contacted my long-standing Credit Union, Insurer, and a couple of other local banks (one of whom is my new bank post-Capital One...), all based on their webste info, and asked them the same question I tried to ask Capital One. EVERY one of them was able to explain their process...and it took exactly one phone call on my part to get to someone every time.
Why would anyone want to do business with with a bank that lets its customers fend for themselves?
Maybe that's why they're saturation marketing with TV commercials using lunkheaded barbarians (at least in the Northern Virginia area) -- they're targeting the market of dopes they can dupe??
I read somewhere that Capital One is (early 2011) providing credit card accounts for higher risk customers than its competition ( i.e. its providing credit cards to those rejected by credit card providers) -- so, one would naturally expect more problems...and it is in Capital One's selfish self-interest to provide lousy service given a clientele that would be having above-average problems ... or put another way ... they may provide the same level of service, which would be diluted by increasing use by sub-tier customers.
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