topic Re: Called CO EO regarding Combo issue! in Credit Cards

Called CO EO regarding Combo issue!

morgacj2004 — Fri, 08 Jul 2016 01:10:47 GMT

So I opened up a case today with CO EO over the phone regarding my inability to combine accounts. I have 4 totalling 48k they are eligible per CO rules. Have called numerous times before and always been told they are working on it. EO stated that they are still rolling this feature out although I reminded him that it is nearly a year old. Stated there was no way for him to figure out why I could not combine. Will open up a case and refer to a specialist. Reminded him of my good hx with CO big spend and that I may cancel all my accounts if this is not resolved.

Re: Called CO EO regarding Combo issue!

pizza1 — Fri, 08 Jul 2016 01:40:48 GMT

Hope it get resolved... I know its frustrating, and there are a few folks here still unable. Do you have any of the older cards like Houshold/Juniper??

also, unless youre a highroller with them and put thousands upon thousands thru their card each month, and PIF, threatening to close accts wont do any good. Because for for every person that closes a card with them, they have 100 more they are approving right behind you

Keep us posted!

Re: Called CO EO regarding Combo issue!

ScoreOrBeScored — Fri, 08 Jul 2016 08:29:11 GMT

Contacting EO for petty issues like this is what made them shut down the phone lines unless you have a PIN#.

just keep trying like everyone else does and threatening to close your accounts won't do you any good.

There is a Account Combing thread on here , find it and go to page 126 and it will explain to you if your elgible or not.

most of the time , if you meet the standards but it won't let you combine , it's a internal underline issue. Like previous charge offs with them

etc. just keep trying and save EO for REAL issues and not petty issues. IJS

Re: Called CO EO regarding Combo issue!

CountryLivin — Fri, 08 Jul 2016 08:23:56 GMT

@ScoreOrBeScored wrote:
contacting EO for petty issues like this is what made them shut down the phine lines unless you have a PIN#.

just keep trying like everyone else does and threatening to close your accounts won't do you any good.

There red is a Account Combi ing thread on here , find it and go to page 126 and it will explain to you if your elgible or not.

most of the time , if yiu meet the standards but it won't let you combine , it's a internal underline issue. Like previous charge offs with them

etc. just keep trying and save EO for REAL issues and not petty issues. IJS

Re: Called CO EO regarding Combo issue!

Anonymous — Fri, 08 Jul 2016 10:26:06 GMT

OP, I wrote an email a month ago on the same thing and was called back by a nice lady. She did review my accounts to see if any of the common reasons applied and they do not. I never had a card with them or their acquired one until two years ago. No AU's, mismatched addresses or unlinked accounts, etc.

She could only recommend to keep trying. However she mentioned that this is a common problem that they receive calls on. That they do continue to forward the complaints to to ther group in charge of rolling out the feature. She also mentions it is still in pilot phase. So from Cap1's perspective they are still evaluating this feature - it's a LONG pilot that's for sure.

They might not be able to help, but when you roll out something and can't give your customers an explaination of why it doesn't work month after month, it's NOT petty, it's poor customer service that needs to be addressed at higher levels. I work in IT and they can easily code that page to put the REAL reason instead of generic crap that doesn't apply to your account.

Keep trying is not customer service it's a cop out from addressing the root cause of the issue and needs to get escalated until they get sick of hearing about it and make some changes to inform the customer.

Re: Called CO EO regarding Combo issue!

Anonymous — Fri, 08 Jul 2016 11:14:25 GMT

@Anonymous wrote:
OP, I wrote an email a month ago on the same thing and was called back by a nice lady. She did review my accounts to see if any of the common reasons applied and they do not. I never had a card with them or their acquired one until two years ago. No AU's, mismatched addresses or unlinked accounts, etc.

She could only recommend to keep trying. However she mentioned that this is a common problem that they receive calls on. That they do continue to forward the complaints to to ther group in charge of rolling out the feature. She also mentions it is still in pilot phase. So from Cap1's perspective they are still evaluating this feature - it's a LONG pilot that's for sure.

They might not be able to help, but when you roll out something and can't give your customers an explaination of why it doesn't work month after month, it's NOT petty, it's poor customer service that needs to be addressed at higher levels. I work in IT and they can easily code that page to put the REAL reason instead of generic crap that doesn't apply to your account.

Keep trying is not customer service it's a cop out from addressing the root cause of the issue and needs to get escalated until they get sick of hearing about it and make some changes to inform the customer.

Well said! I don't think it's petty either because the issues need to be resolved. Whatever that means for Cap 1: remove the feature or correct the coding problems. I do agree that the EO was abused in the past and Cap 1 seems to have successfully rectified it.

Re: Called CO EO regarding Combo issue!

NRB525 — Fri, 08 Jul 2016 11:10:08 GMT

OP, I hope your card combination request is worked out.

Let's discuss your threat to close the accounts, because you have a good history with payments to Capital One. Your siggy indicates you had a BK 7 in 2012? Did Capital One give you some of your first cards, as you came back from the BK situation? Has Capital One already extended you $48k in total credit lines, despite the BK, based on your good payment history with them?

I would suggest you take a moment to remember back a few years and give Capital One some credit for their willingness to extend credit to you. The hiccup where they are having some difficulty combining multiple 5 figure card limits seems like a small issue.

Re: Called CO EO regarding Combo issue!

kdm31091 — Fri, 08 Jul 2016 11:17:20 GMT

I understand why this is a frustrating issue, but there's no law that says they have to let you combine accounts. They offer the feature, but I'm sure there are many reasons not listed as to why people may not be eligible. I assume when you combine accounts, a SP or account review is likely done to assess the risk. After all, after the combination, many people end up with 50k limits. If there's something with your file they don't like, they may not allow the combination. Sometimes we forget that although we aren't asking for new credit, it's still basically a CLI transaction. It's not just an automatically approved thing. You have to qualify. Capital One is probably not listing all the reasons why you may or may not qualify.

The EO has long been abused with Capital One and I think it's just a matter of time before the email method will no longer work. For this particular instance, I just think the EO isn't going to tell you anything you don't already know. EO or not, they have access to the same computer and system, and if it won't let you combine the accounts, I doubt there's anything they can do about it.

Lastly, threatening to close with Capital One is probably irrelevant to them. They don't really care about retention, and they don't need to, since they attract customers just fine (I see more Capital One cards in the "wild" than anything else, to be honest).

Re: Called CO EO regarding Combo issue!

morgacj2004 — Fri, 08 Jul 2016 16:59:19 GMT

In regards to Score or Be Scored stating this is a petty issue. For me it is not a petty issue and EO certainly did not think so either. I got a call back today from someone in EO retention stating that they are working on my issue and encouraged me to be patient. Stated I do qualify and could not explain why the feature is not working for me I have gone through the proper channels numerous times before contacting EO and I really take offense at your saying I am abusing EO. This is the first time I contacted them and have seldom contacted them in the past. I am well aware of the other combo thread having posted on it numerous times. Kudos to NRB525 and KDM31901. You are right they are one of the first lenders to give me credit and threatening to close access was stupid and pointless of me to say so. I should be more loyal and patient. I am simply frustrated with their rollout of this feature.

Re: Called CO EO regarding Combo issue!

baller4life — Fri, 08 Jul 2016 17:10:02 GMT

There is not any underlying reason for OP's inability to combine cards. OP is not being singled out. It's as simple as the feature not being made available to their accounts yet. Plan and simple. It is a slow roll out. And every account is unfortunately not available yet. They will eventually (some day) get around to everyone. I certainly understand the OP's frustration. I was eligible for almost 6 months before I was able to combine magically one day.

Re: Called CO EO regarding Combo issue!

Anonymous — Fri, 08 Jul 2016 17:23:45 GMT

I spoke to the EO about an entirely different issue 6 months ago and inquired about this also at that time, since I was on the phone with them anyway. The EO told me they did not have the ability to see nor figure out why certain people could not combine, that they could not manually combine cards for us, and that we just had to wait it out until their systems incorporated everyone.

There is no "magic fix" the EO can provide to this one, since they confirmed for me they are not able to override their system and they cannot manually combine for this type of thing. Good luck, though, OP.

It will happen eventually for everyone to be able to combine, but all we can do is wait.

Re: Called CO EO regarding Combo issue!

RonM21 — Fri, 08 Jul 2016 20:51:52 GMT

Waiting sounds like the only option, as well as patience. Sounds like there isn't much else to do until it works itself out. If they're still rolling it out and all, I guess it would be hard to expect quick and smooth results.

Re: Called CO EO regarding Combo issue!

Anonymous — Sat, 09 Jul 2016 02:58:24 GMT

@morgacj2004 wrote:
In regards to Score or Be Scored stating this is a petty issue. For me it is not a petty issue and EO certainly did not think so either. I got a call back today from someone in EO retention stating that they are working on my issue and encouraged me to be patient. Stated I do qualify and could not explain why the feature is not working for me I have gone through the proper channels numerous times before contacting EO and I really take offense at your saying I am abusing EO. This is the first time I contacted them and have seldom contacted them in the past. I am well aware of the other combo thread having posted on it numerous times. Kudos to NRB525 and KDM31901. You are right they are one of the first lenders to give me credit and threatening to close access was stupid and pointless of me to say so. I should be more loyal and patient. I am simply frustrated with their rollout of this feature.

Thanks OP for updating your thread with the outcome. I appreciate it. See you around the forum!

Re: Called CO EO regarding Combo issue!

UncleB — Sun, 10 Jul 2016 08:36:54 GMT

@morgacj2004 wrote:
In regards to Score or Be Scored stating this is a petty issue. For me it is not a petty issue and EO certainly did not think so either. I got a call back today from someone in EO retention stating that they are working on my issue and encouraged me to be patient. Stated I do qualify and could not explain why the feature is not working for me I have gone through the proper channels numerous times before contacting EO and I really take offense at your saying I am abusing EO. This is the first time I contacted them and have seldom contacted them in the past. I am well aware of the other combo thread having posted on it numerous times. Kudos to NRB525 and KDM31901. You are right they are one of the first lenders to give me credit and threatening to close access was stupid and pointless of me to say so. I should be more loyal and patient. I am simply frustrated with their rollout of this feature.

+1 to all of the above.

'Kudos' for realizing that you may have over-reacted when you mentioned your possible desire to close your accounts... sometimes in 'the heat of the moment' we can say things that later on we realize doesn't represent exactly how we truly feel, or that possibly we didn't consider all the facts when the statement was made. It takes a big person to step-up and "own it", and you've done that here.

Also, regarding the use of the EO... folks need to remember that petty, important, critical, etc. are all completely subjective. There will be some which are obvious to nearly everyone, and others such as this where opinions vary. Nobody is 'right' or 'wrong', and if the EO didn't want to deal with the issue they likely woudn't have bothered to call the OP back to begin with. It could also be argued that they are likely keeping track of the number of complaints about this 'feature', and the more people they hear from the higher they might place the priority of getting this resolved. The IT folks here on the forum will be able to vouch that IT dollars aren't infinite - even for Capital One - and no company will allocate limited funds to development on something that their customer base isn't concerned with.

One more thing about the EO; this being the internet, it's always made me scratch my head when folks try to use a notion of "the good of the whole" to discourage others from contacting an EO or other group. When it comes down to it, for better or for worse there is no 'altruism' here... most people will do what they deem is best for their needs regardless of any pleading, shaming, etc. We all have our own idea of what is 'suitable' for an EO (any EO, not just Capital One) and personally if I have a need that I feel meets that criteria, I would call God himself if I had the number... no amount of discouragement would stop me.

I'm not asking anybody to change their opinion - I actually appreciate different opinions and I've been known to change my own even - but I think it's borderline problematic when somebody mentions that he/she contacted an EO and instead of inquiring how the contact went, some are more concerned with the legitimacy of the call itself.

Just my 2¢.

Re: Called CO EO regarding Combo issue!

Anonymous — Sun, 10 Jul 2016 10:22:27 GMT

@morgacj2004 wrote:
So I opened up a case today with CO EO over the phone regarding my inability to combine accounts. I have 4 totalling 48k they are eligible per CO rules. Have called numerous times before and always been told they are working on it. EO stated that they are still rolling this feature out although I reminded him that it is nearly a year old. Stated there was no way for him to figure out why I could not combine. Will open up a case and refer to a specialist. Reminded him of my good hx with CO big spend and that I may cancel all my accounts if this is not resolved.

Threatening Cap1 with account closure.

Quite frankly, they would care less.

Re: Called CO EO regarding Combo issue!

Marcos8 — Sun, 10 Jul 2016 17:02:30 GMT

Hope everything works out OP. Also if the OP felt this was an issue that he wished to discuss with the EO that should be his/ her choice. Others' subjective opinion about how someone else should manage their account is just that. Remember if the EO felt this or other issues like CLIs were not their business they would flat out tell you so. I feel that telling someone what to do with their own accounts in an effort to not spoil someone else's chances at some EOSuccess down the road is not just silly but selfish too.

Again good luck OP. If the EO told you it was an important issue to them too and they weren't sure why the problem existed then you made the right call imho. If they told you to go fly a kite you would also know where they stood on the issue.