topic Re: Weird chat with Capital One in Credit Cards

Weird chat with Capital One

Anonymous — Wed, 14 Sep 2016 12:22:24 GMT

So late last night I decided to go on chat again and see if there was an offer for Capital One to upgrade my Quicksilver One to a regular Quicksilver with no annual fee.

The customer service rep went through the validation of my account then came back with an odd response about how I am eligible for an upgrade for a Quicksilver 1.5 Cashback and that my annual fee would be the same. And if I would like to except the offer.

I was a bit confused because the Quicksilver has no annual fee. So I asked them to clarify.

They then stated that they were sorry for the typo and that currently they have no offer and that I should check back in a few months.

Has anyone else experienced this with Capital One specialist? Being told a "yes" then seconds later "I'm sorry. My mistake. No"

Re: Weird chat with Capital One

FroggieMom — Wed, 14 Sep 2016 17:54:52 GMT

While I haven't gone on chat to request a PC or see if one was available, my faith in the chat reps @ Cap1 is next to nil. Got on there about a month ago to take care of a simple straighforward issue and it took like 15 min, when it should have taken about 5. It was also very concerning to me that even after I did the validation screen that pops up on the right side, the rep wanted me to further verify with my DOB and address, then proceeded to tell me the DOB I gave was wrong. Ummm, I'm pretty sure I know my DOB, and I already validated so why the further questions?? Strangely, once I regave him my DOB in written out form instead of xx/xx/xx he says Ok, that's what we have on file, like he couldn't figure out that 11=November.

IMO, I'd call in to ask about a PC.

Re: Weird chat with Capital One

barthooper — Wed, 14 Sep 2016 18:25:17 GMT

@FroggieMom wrote:
@While I haven't gone on chat to request a PC or see if one was available, my faith in the chat reps @ Cap1 is next to nil. Got on there about a month ago to take care of a simple straighforward issue and it took like 15 min, when it should have taken about 5. It was also very concerning to me that even after I did the validation screen that pops up on the right side, the rep wanted me to further verify with my DOB and address, then proceeded to tell me the DOB I gave was wrong. Ummm, I'm pretty sure I know my DOB, and I already validated so why the further questions?? Strangely, once I regave him my DOB in written out form instead of xx/xx/xx he says Ok, that's what we have on file, like he couldn't figure out that 11=November.

IMO, I'd call in to ask about a PC.

Yeah, Cap One's reps are terrible. My card got declined at a merchant awhile back (was happening to most of the people in front of me due to their machine, not my card) and I messaged them to make sure everything was OK. After being verified by confirming DOB and address, mine proceeded to tell me that my card (ending in some other digits that weren't mine), had an annual fee due as well. I said no, my card doesn't have an annual fee and those aren't even the right numbers. Told me to disregard the info and it was incorrect, lol.

Re: Weird chat with Capital One

NRB525 — Wed, 14 Sep 2016 19:39:16 GMT

OP, I think you should have just accepted the offer. There are folks here who have PC'd Cap One cards with the AF to a QS, and still have the AF. New apps to the QS indeed are no-AF, but product changes with Cap One can result in any number of Frankenstein variations. At least with this PC you could have gotten the 1.5%, the AF sucks, but that's just how Cap One operates: The card you get usually has some boundaries that you won't get past, whether it's a CL ceiling or an AF.

Re: Weird chat with Capital One

Anonymous — Wed, 14 Sep 2016 20:48:05 GMT

I don't know if my comment was clear or not but what I am saying is that there was no offer to PC.

The rep initially said there was one for a Quicksilver with an annual fee.

I asked them to clarify that it was a Quicksilver because their response seemed odd. Why should I pc one annual fee card to another. My reasons for wanting a PC is so I don't have to pay the annual fee. The QS1 and QS both have a 1.5 Cashback anyway

Then they said they made a mistake and that I could not PC my Quicksilver one card.

Re: Weird chat with Capital One

Kevin86475391 — Wed, 14 Sep 2016 21:13:23 GMT

This is a good example of why I got frustrated with Capital One and closed my accounts with them a few years ago. Their customer service is just really poor and their reps aren't very knowledgeable and are quite prone to mistakes. As FroggieMom said, simple things that should take only a few minutes balloon into large, time-consuming issues.

I guess I'm not an ideal credit card/banking customer in that I like to contact customer service on a semi-regular basis for random little things or quick questions. I'm not even asking them FOR things most of the time (CLIs, reduced APR, etc.), I just like to use customer service as my go-to for answering questions or account information changes. I know I could often find this information myself online or handle it in my account settings, etc., but I'd often rather call. In particular I like to multi-task my chores this way by doing laundry or dishes or driving wherever, while I'm on the phone with the credit card company - as opposed to stopping what I'm doing and going to their site. Anyway, I expect prompt, polite, and accurate information/services and I consistently couldn't get that with Capital One.

Re: Weird chat with Capital One

Anonymous — Wed, 14 Sep 2016 22:43:54 GMT

I PC from a platinum to a QS so my experience might not be the same, but I spoke with CS agent through chat and they too offered to PC me with no annual fee and I took it. I had them clarify twice which QS I would be receiving and whether it was a MC or VS. I then ended the chat and reentered about 5 -10 minutes later with another agent and they were able to pull up a previous chat and reconfirm the previous information.

Re: Weird chat with Capital One

Anonymous — Thu, 15 Sep 2016 02:47:15 GMT

How long did it take for you to get that offer?

Re: Weird chat with Capital One

Anonymous — Thu, 15 Sep 2016 04:38:02 GMT

I triess to PC my QSOne to a QS they also told me they don't have any offers currently. Is Capital One no longer doing this? Last year they did it for my brother. But I've had no luck. I use the card quite often too run about 2-3k per month on it.