topic Re: Capital one customer service is useless. in Credit Cards

Capital one customer service is useless.

Dustink — Sat, 06 Oct 2012 07:10:09 GMT

Recent Chat:

Yadiel: I completely understand your point.

Yadiel: However, I do not see any offer available in your account currently.

Yadiel: We try to do a good job of proactively reviewing accounts to find the best financial solutions we can offer.

Yadiel: We always try to find the best offers for our customers and I do know our company does a great job proactively reviewing accounts for better offers.

you: So far, they have been terrible.

you: So far, it has been completely automated and not a single person has reviewed my account

Yadiel: The offers gets populated in your account if eligible and we always try to find the best offers for our customers and I do know our company does a great job proactively reviewing accounts for better offers.

Yadiel: Capital One believes in safeguarding our customer's privacy.

you: You are not even typing. This is horrible customer service.

you: Although, it's sad how bad the grammar is in the pre-written messages.

Yadiel: Dustin, frankly, yes I am using canned messages to save time.

They are going to need a slogan change. "What's in your sock drawer?"

Re: Capital one customer service is useless.

Dustink — Sat, 06 Oct 2012 07:29:46 GMT

Know of any companies with worse customer service? Or have any stories from contacting a credit card company?

Re: Capital one customer service is useless.

nuggets321 — Sat, 06 Oct 2012 12:16:17 GMT

Nope.... hence the inception of the character "Peggy".... pretty much a standing joke around this forum reference their LAME customer service. Seems like the majority, who keep there acct with them is only because it frequently is their oldest tradeline... welcome to the disgust ;)

Re: Capital one customer service is useless.

lithium78 — Sat, 06 Oct 2012 12:59:56 GMT

I'm just biding my time and then it will be sayonara Capital One. They serve a rebuilding purpose and then they are completely useless.

Re: Capital one customer service is useless.

navigatethis12 — Sat, 06 Oct 2012 13:32:56 GMT

Many, if not all companies use pre-typed responses. Ever notice how the representatives appear to type at the speed of lightning? I don't really see anything wrong with the chat though. The person you spoke with is probably not one of the people responsible for reviewing accounts.

Re: Capital one customer service is useless.

Dustink — Sat, 06 Oct 2012 16:05:31 GMT

navigatethis12 wrote:
Many, if not all companies use pre-typed responses. Ever notice how the representatives appear to type at the speed of lightning? I don't really see anything wrong with the chat though. The person you spoke with is probably not one of the people responsible for reviewing accounts.

I had asked her a few times if I could get the contact info for somebody who could review the account. That was after I asked her if she could get in touch with somebody who could review the account and see if they could come up with something. She just kept using the same pre-written messages, half the time they didn't even fit what I had asked.

Re: Capital one customer service is useless.

OptimasPrime — Sat, 06 Oct 2012 20:24:55 GMT

It couldn't hurt to try any one of the backdoor numbers in the sticky to speak with a credit analyst, but I think it unlikely that they would be much more helpful than the csr

Re: Capital one customer service is useless.

creditnocash — Sat, 06 Oct 2012 20:28:05 GMT

what were you trying to do?

try the exec number in the backdoor thread ive heard people get some leeway.

and as for the peggy thing if you search youtube there is some laughs in it for you.

Re: Capital one customer service is useless.

nenuco — Sat, 06 Oct 2012 20:31:49 GMT

There are so many things wrong with Cap 1. I know people will try to argue that its a good card for its purpose, but to be honest things like poor CS and sub prime attitudes can be avoided with any card regardless of your credit status. I have had them for 2 years, yet have very few incentives to keep them. Including the $500 limit I have. I understand where you are coming from completely!

Re: Capital one customer service is useless.

creditnocash — Sat, 06 Oct 2012 20:51:21 GMT

nenuco wrote:
There are so many things wrong with Cap 1. I know people will try to argue that its a good card for its purpose, but to be honest things like poor CS and sub prime attitudes can be avoided with any card regardless of your credit status. I have had them for 2 years, yet have very few incentives to keep them. Including the $500 limit I have. I understand where you are coming from completely!

im not going to start bashing anyone. but this is you get what you pay for.

if you go to a fast food restaurant when you have little money to eat. And you keep going there for the next year.

now you got a raise and you can afford to go elsewhere but you still go there.

Then a friend introduces you to a 5 star restaurant (ie amex/chase/ other prime lenders) and you really like it.

then you go back and expect the same service you got at the 5 star place at the fast food place but you dont get it.

does that make sense?

Sometimes it just fits the purpose.

ive read a quote on here in peoples sigs. do you run your credit or does your credit run you . you decide.

Re: Capital one customer service is useless.

calihlove75 — Sat, 06 Oct 2012 21:06:11 GMT

navigatethis12 wrote:
Many, if not all companies use pre-typed responses. Ever notice how the representatives appear to type at the speed of lightning? I don't really see anything wrong with the chat though. The person you spoke with is probably not one of the people responsible for reviewing accounts.

Pre-typed responses are okay except when they do not answer the question! I had a pretty comical discussion via chat with Cap One yesterday. I wanted to know if I could register my account (household bank recently acquired) and the conversation started pleasant. Wendy informed me I was not able to do it until I receive my new Cap One card. New Cap one card she says? I then ask Wendy 'oh so you are sending me a new card?' She then replies with a script telling me how to make payments. Huh! I thanked her for the information but said I no longer use my card so I do not need to make payments. I told her I guess I will continue to wait until I know what the heck is going on. Wendy replies, thank you for understanding'..lol. I ended the chat knowing what I knew before the chat..Absolutely nothing

I wish I could get paid for not answering questions!!

Re: Capital one customer service is useless.

nenuco — Sat, 06 Oct 2012 21:08:42 GMT

The only thing with that is that Capital One has better cards that have better service. They offer the option to modify your features, but only give a small amount of customers any real chance to do so. My current car is a Hyundai Accent (one of their entry level cars), I have a great relationship with them. When I progress economically with a higher income, I'm sure Hyundai will try to sell me their Elantra instead of telling me to go to a Lexus. My analogy might not be the best, but I think that Cap 1 could do more. They offer an arsenal of cards, which they could offer their customers when they are ready to make that jump.

Re: Capital one customer service is useless.

nenuco — Sat, 06 Oct 2012 21:14:53 GMT

Oh and Cap 1 should PC my card to any of their "5 star restaurant cards" I would be more than happy to stay with them lol. It seems idiotic that they have no drive to keep you as their customer. Anyway if people are happy with Cap 1, or if the card has fulfilled a purpose, then who am I to say differently. I just think that they could evolve with the customer within their own collection of cards that fit different credit styles.

Re: Capital one customer service is useless.

SwampSystems — Sat, 06 Oct 2012 23:51:05 GMT

I really don't get the hate. What did you expect the chat rep to do? They have no power over your account. They have no part in Capital One's policy decisions, and it's not their fault that the product you have is not meeting your expectations.

I have contacted Capital One support plenty of times in the years I have had their credit products. Not one time have I had any legitimate complaint about their customer service. They have always been able to resolve my issues quickly.

I do disagree with some of their policy decisions, but that has not affected the quality of customer service I have received. They have even been gracious enough to waive my annual fees every year, and they have also given me reduced APRs from time to time. I got my first Credit Steps increase back in 2008 even after accidentally going over my (then $300) limit, and no fees were assessed. I have also spoken to them on behalf of friends with bad credit habits, and they have very graciously waived late and over-limit fees for them in exchange for large payments.

I did contact the Executive Office to receive a manual account review. Not only did they end up giving me over 4x my previous combined limits with them, but they also premanently removed the annual fees from my accounts. I was very nice to them, and they were very sincere to me. They could see that I was consistently putting 3-4x my credit limit through my cards every month before I stopped using them, so they knew they were making money off of me.

Again, I understand that many of us do not agree with their policies and decisions, but that doesn't mean that we need to make the customer service representatives' lives miserable for something that they have no control over. There is a time and a place for feedback. Try writing a letter to their general correspondence address (the one that shows up on your credit report); I have, and I guarantee you will get a response.

Re: Capital one customer service is useless.

jsucool76 — Sun, 07 Oct 2012 00:13:38 GMT

Cap1 frontline CSRs copy and paste off a script

future reference, don't post the CSRs name when you copy/paste the chat, you'll end up getting reprimanded.

I though, have had plenty of experiences where the CSR copies and pastes something that doesn't relate to my question at all. When they PCd me I asked if I was elligible for the welcome bonus ($100 when you spend $500 in 3 months or whatever) and they kept telling me about the 50% bonus I get on my anniversary.

Re: Capital one customer service is useless.

LS2982 — Sun, 07 Oct 2012 00:16:15 GMT

Cap1 knows what they're doing. Instead of PCing long term customers, they want you to app for a new card to get that AF.

Very simple.

However, some people actually do have luck getting a PC. YMMV of course.

Re: Capital one customer service is useless.

jsucool76 — Sun, 07 Oct 2012 00:38:00 GMT

LS2982 wrote:
Cap1 knows what they're doing. Instead of PCing long term customers, they want you to app for a new card to get that AF.

Very simple.

However, some people actually do have luck getting a PC. YMMV of course.

ME!!!! :D

Re: Capital one customer service is useless.

calihlove75 — Sun, 07 Oct 2012 03:24:58 GMT

jsucool76 wrote:
Cap1 frontline CSRs copy and paste off a script

future reference, don't post the CSRs name when you copy/paste the chat, you'll end up getting reprimanded.

I though, have had plenty of experiences where the CSR copies and pastes something that doesn't relate to my question at all. When they PCd me I asked if I was elligible for the welcome bonus ($100 when you spend $500 in 3 months or whatever) and they kept telling me about the 50% bonus I get on my anniversary.

Call me crazy, but I actually received great enjoyment with my conversation. It was a real hoot!! I must have too much time on my hands or perhaps not enough laughter in my life!!!

Re: Capital one customer service is useless.

Dustink — Sun, 07 Oct 2012 07:13:11 GMT

calihlove75 wrote:
jsucool76 wrote:
Cap1 frontline CSRs copy and paste off a script

future reference, don't post the CSRs name when you copy/paste the chat, you'll end up getting reprimanded.

I though, have had plenty of experiences where the CSR copies and pastes something that doesn't relate to my question at all. When they PCd me I asked if I was elligible for the welcome bonus ($100 when you spend $500 in 3 months or whatever) and they kept telling me about the 50% bonus I get on my anniversary.
Call me crazy, but I actually received great enjoyment with my conversation. It was a real hoot!! I must have too much time on my hands or perhaps not enough laughter in my life!!!

I got a laugh out of the "Dustin, frankly, yes I am using canned messages to save time."

Re: Capital one customer service is useless.

Dustink — Sun, 07 Oct 2012 07:17:54 GMT

jsucool76 wrote:
Cap1 frontline CSRs copy and paste off a script

future reference, don't post the CSRs name when you copy/paste the chat, you'll end up getting reprimanded.

I though, have had plenty of experiences where the CSR copies and pastes something that doesn't relate to my question at all. When they PCd me I asked if I was eligible for the welcome bonus ($100 when you spend $500 in 3 months or whatever) and they kept telling me about the 50% bonus I get on my anniversary.

I figured it was a fake name anyways, and would not be an issue.

The agent was taking several minutes between messages to post her canned responses. Then would just start saying the same things over and over again.

I enjoyed a phone call with them a few days ago. The supervisor was explaining to me how great of a company they were. While at the same time I was reviewing an article about their settlement for deceptive marketing.