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Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.

[ Edited ]

SwampSystems wrote:

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 permanently 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.


These CSR's should have the ability to contact an authoritative worker. Or at the very least, provide a phone number other than the general contact number. They should not just used the same canned messages over and over again. That is pointless customer disservice. I was told that after six months I could call in for a CLI, at that point I called in. They told me they have no way to do a CLI, that they can only do what the computer says they can do. I was told that it is impossible for anyone there to process a manual review.

>
Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%
Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.


nenuco wrote:

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. 


I think you are in a good position just to ditch them. I will soon. Or at the very least we can just sock drawer them. Thanks for your support. It seems like they aren't interested in us young people with thin files.

 

Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%
Senior Contributor
jsucool76
Posts: 3,576
Registered: ‎12-11-2011
0

Re: Capital one customer service is useless.

Im a young person with a thin file. Cap1 is all about WHO you talk to, because no to CSRs will ever give you the same answer to a question. Lol

What i think is funny is that almost every CSR I talk to is named either bob, john, or james
Valued Contributor
clocktick
Posts: 1,604
Registered: ‎12-07-2008
0

Re: Capital one customer service is useless.

They PCed a card I had to the green cash card when I called in and spoke to a live person.  I'm not sure what you expected from the chat but insulting the canned response grammar and stating they have "terrible" customer service to them will probably not get you very far. 

11/30/08 TU 648 EX 672 EQ 656 SEPT 2014 TU 787 EX 789 EQ ???
Amex BCP $24.1K/Clear $8.5- Sallie Mae $27.5 -Cap One QS $7.5 - Chase Freedom $7.5/United $5k/CSP $20k/Ink- Citi DP $9.5/Dividend $13k/HHHx2 $15k/16.4/Reserve $4.5k Best Buy $1940 HD $1701- Discover IT $15k - Elan $8k GEMB Lowes $20k - Macy's $2k - Kohl's $800




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Current Score: 736
Goal Score: 765


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Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.

[ Edited ]

clocktick wrote:

They PCed a card I had to the green cash card when I called in and spoke to a live person.  I'm not sure what you expected from the chat but insulting the canned response grammar and stating they have "terrible" customer service to them will probably not get you very far. 


At that point I had given up, and didn't expect to get anywhere. I just wanted to let her know that her responces weren't acceptable. That she actually needed to put a little thought into her job and read what I had written before copying over random scipt. I thought those words might actually stand out to her.

 

Which they did, and it was the first time she truly responded to what I had written.

 

I am also trying to PC to green cash. I have the Journey card now and am looking to get their VISA Signature green cash rewards card.

 

What phone number should I call?

Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%
Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.


jsucool76 wrote:
Im a young person with a thin file. Cap1 is all about WHO you talk to, because no two CSRs will ever give you the same answer to a question. Lol

What i think is funny is that almost every CSR I talk to is named either bob, john, or james

Haha thanks for the responce. I will keep trying when I have some time to waste. The only reason why I contacted the CSR via chat was to ask about a payment that was supposed to go through on a certain date. The payment never went through my acount so I figured it would be good to ask about it. She said it had gone through with no problems. When she asked if there was anything else, I mentioned the PC. I still don't see that it has cleared my checking account. So I will probably have to call them for that reason anyways. I will see who's money they took.

 

Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%
Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.

1-800-707-0489 goes straight to a senior account manager with no hold time or button pushing. Still same scripted dialog. They are unable to do anything, unless their computer tells them otherwise.

Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%
Valued Contributor
clocktick
Posts: 1,604
Registered: ‎12-07-2008
0

Re: Capital one customer service is useless.

I called the number on the back of my card.  I think it was escalated to a supervisor.

11/30/08 TU 648 EX 672 EQ 656 SEPT 2014 TU 787 EX 789 EQ ???
Amex BCP $24.1K/Clear $8.5- Sallie Mae $27.5 -Cap One QS $7.5 - Chase Freedom $7.5/United $5k/CSP $20k/Ink- Citi DP $9.5/Dividend $13k/HHHx2 $15k/16.4/Reserve $4.5k Best Buy $1940 HD $1701- Discover IT $15k - Elan $8k GEMB Lowes $20k - Macy's $2k - Kohl's $800




Starting Score: 648
Current Score: 736
Goal Score: 765


Take the FICO Fitness Challenge

Senior Contributor
jsucool76
Posts: 3,576
Registered: ‎12-11-2011
0

Re: Capital one customer service is useless.

DustinK

Ive had a few payments post on my cap1 account before even showing up on my checking account. It usually happens if I make a payment on a friday or something, cap1 gets the payment but your bank doesn't post it on a weekend.
Valued Contributor
Dustink
Posts: 2,980
Registered: ‎10-02-2012
0

Re: Capital one customer service is useless.


jsucool76 wrote:
DustinK

Ive had a few payments post on my cap1 account before even showing up on my checking account. It usually happens if I make a payment on a friday or something, cap1 gets the payment but your bank doesn't post it on a weekend.

Alright, thanks. Good to know.

 

Too many INQs & low AAoA so I'm off to tend the Garden.     Age:21    


     $14k          $8.5K          $7.5k          $7.5k         $6.5k             $6k             $5k            $5k             $5k              $5k           NPSL       @ 0%

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