topic Re: At My Wits End with Capital One! in Credit Cards

At My Wits End with Capital One!

joesbrat67 — Tue, 09 May 2017 00:27:15 GMT

I could some advice on any possible next steps I can take with regards to an open issue with Capital One. Here are the details:

I called on Monday, April 24th to see if my QS Platinum account was eligible to be upgraded to a WMC or WEMC. I was told "yes" and was referred to an account specialist.
The account specialist advised that the upgrade would be to a WMC, as the WEMC was considered to be a whole new product and they have to follow MC guidelines when it comes to upgrades. We did a side-by-side comparison of benefits between WMC and WEMC, just so that i could understand what benefits would be offered
I agreed to the terms and they said a new card would be received within 7-10 business days
I get an email on Friday, April 28th, indicating that the new card has been mailed
On Monday, May 1st, my new card is in the mail - only it's NOT a QS WMC, but the QS Platinum in the contactless card format
I called CS and asked about this. They thought the wrong card was sent and to wait a few more days for the correct card to be received
As of today (Monday, May 8th), still no card. I called CS and spent almost an hour being placed on hold, was advised that they could see that I had a "rewards" upgrade to 1.5% cash back...which I was ALREADY receiving!
I was connected to a supervisor, who I had to explain every detail that I had explained to CS earlier...because apparently, everything gets lost in translation. The supervisor was very subborn in her level of assistance, insisting that they do NOT, in ANY WAY, convert MC cards to either WMC or WEMC. She states that they don't have that authority arrangement with MC, even though I told her that I could find many posts from this forum noting various instances, in which such an upgrade from MC to WMC took place. She was very adamant that they have NEVER done these types of upgrades
At this stage, she has opened an investigation where they will pull all account notes, call recordings, etc., to determine final outcomes

Given all of this, I was made to feel like (1) I didn't know what I was talking about (2) the associates at Cap1 have no clue what is going on, that, in essence, the left and the right hand...you get the picture!

After all of this, I'm seriously considering closing my account and just sticking with Citi and Chase. I've been having much better service between these card providers.

Has anyone had similar experiences with Cap1 lately? Were you able to resolve your issues to a satisfactory conclusion, or did you wind up walking away?

I would love to read your experiences. Thanks in advance!

Re: At My Wits End with Capital One!

fltireguy — Tue, 09 May 2017 00:37:25 GMT

It is a well known fact that frontline CapOne CSR's are pretty useless. Your best bet would probably be to email the EO and go from there

Re: At My Wits End with Capital One!

DeeBee78 — Tue, 09 May 2017 01:13:45 GMT

Ok, here was my experience.

The only way I was able to get my QS WMC was via an account combination that brought the limit over $5,000, and then an upgrade from the QS1 to the no annual fee Quicksilver. I didn't even realize I would get a WMC out of the account combination, but it was automatic. The CSR (while usually inept) is correct about the WEMC version of the Quicksilver that is now being issued - it's a new product, not an upgrade, so you can't PC to it.

The best you can hope for is a World MasterCard at this point. What's your current limit?

Re: At My Wits End with Capital One!

joesbrat67 — Tue, 09 May 2017 01:17:13 GMT

@DeeBee78 wrote:
Ok, here was my experience.

The only way I was able to get my QS WMC was via an account combination that brought the limit over $5,000, and then an upgrade from the QS1 to the no annual fee Quicksilver. I didn't even realize I would get a WMC out of the account combination, but it was automatic. The CSR (while usually inept) is correct about the WEMC version of the Quicksilver that is now being issued - it's a new product, not an upgrade, so you can't PC to it.

The best you can hope for is a World MasterCard at this point. What's your current limit?

My current limit is is $6500. Has been for quite some time. They've also been somewhat reluctant to give me any further CLIs. Another layer of my frustration, but that's for another day.

Re: At My Wits End with Capital One!

Anonymous — Tue, 09 May 2017 02:17:37 GMT

It's just a credit card who cares worry about your family or real issues in life. Just apply for another card and move on.

Re: At My Wits End with Capital One!

Aduke1122 — Tue, 09 May 2017 05:36:10 GMT

@navyitaly Op has a legitimate concern regarding his Credit card , he came here for ADVICE and or GUIDANCE, which is what this Forum is for

Sorry Op that you are dealing with all this bull form them , I hope you get some sort of resolution once she pulls the previous calls and recordings . Seems to me Cap One is all over the place lately

Re: At My Wits End with Capital One!

sarge12 — Tue, 09 May 2017 06:01:55 GMT

OP...I have had the visa signature version for a long time, but I have never dealt with CSR there. I also have never used the Signature or WEMC perks on any of my cards, so I would never care about that, but a CSR talking to me the way you describe would be a deal breaker. If it is important to you to get the card, call back until you get a helpful CSR is all the real advice I can offer. I do find WEMC and Signature perks useful only for the issuers to get more fees from merchants, almost noone uses those added perks.

Re: At My Wits End with Capital One!

Aduke1122 — Tue, 09 May 2017 17:56:27 GMT

The fact that it was a supervisor who was talking to him like he was making up stuff or didn't know what he was talking about would set me off for sure

Re: At My Wits End with Capital One!

joesbrat67 — Tue, 09 May 2017 18:16:14 GMT

@sarge12 wrote:
OP...I have had the visa signature version for a long time, but I have never dealt with CSR there. I also have never used the Signature or WEMC perks on any of my cards, so I would never care about that, but a CSR talking to me the way you describe would be a deal breaker. If it is important to you to get the card, call back until you get a helpful CSR is all the real advice I can offer. I do find WEMC and Signature perks useful only for the issuers to get more fees from merchants, almost noone uses those added perks.

Having the supervisor talk down to me is just one of the key issues that I have. As a card holder who has established a solid relationship over the last few years, I should expect to receive professional and courteous customer service, as should any other card holder.

In addition, a LOT of credit card holders do want to increase the benefits that come with having a card, whether it means the “next tier” of a MC/Visa, additional benefits, better rewards, etc. All that I am trying to do is exercise that prerogative. Regardless of whether people decide to use WMC, WEMC, Signature or Infinite benefit tiers, that’s their choice. If the card provider has the means to do that, they should allow customers to ask and determine eligibility. To be told that they don’t and haven’t ever converted any QS MC customer to a WMC when there is enough proof on this forum to show otherwise, I can’t help but be infuriated because it makes me look like I am a liar.

At this point, I’m just going to wait and see what comes of it.

Re: At My Wits End with Capital One!

joesbrat67 — Wed, 10 May 2017 08:30:31 GMT

@Aduke1122 wrote:
@Anonymous Op has a legitimate concern regarding his Credit card , he came here for ADVICE and or GUIDANCE, which is what this Forum is for

Sorry Op that you are dealing with all this bull form them , I hope you get some sort of resolution once she pulls the previous calls and recordings . Seems to me Cap One is all over the place lately

Agreed. I've seen many a post lately with people documenting issues with getting an updated QS card, whether it's a new app, replacement or upgrade. I'd be curious to know if this has always been the way with Cap1, or if this is a whole new level of ineptitude that customers are having to endure.

Re: At My Wits End with Capital One!

pipeguy — Tue, 09 May 2017 19:15:44 GMT

One reason I walked away from any and all branded Cap-1 cards is because there are layers and layers of BS before anyone will say "no" in my case. I'm treated very well with my Cap-1 backed GM card, but other than that I've closed every card I had with them and not that I've been a banking cusatomer with Cap-1 for over 10 years.... didn't matter. I have stong scores, a very good income and ZERO derogs, but Cap-1 could care less. Better for all my better account I suppose....

Re: At My Wits End with Capital One!

JustBPatient — Tue, 09 May 2017 19:24:49 GMT

All CS calls are recorded. Have them review the tapes. Good luck!!

Re: At My Wits End with Capital One!

joesbrat67 — Mon, 29 May 2017 13:21:32 GMT

@JustBPatient wrote:
All CS calls are recorded. Have them review the tapes. Good luck!!

After about a month of phone calls and speaking with various supervisors, I FINALLY received the correct card, which is the QS WMC that I was advised I was eligible for. Needless to say, no one consumer should EVER have to go through the hassle of being told that they're eligible for an upgrade, be sent the wrong card and then be told that the upgrade offer couldn't have happened because "that's not what we're allowed to do".

Persistence does pay off. It also helps when you take very meticulous notes indicating dates, times, who you spoke to and what was discussed.

Re: At My Wits End with Capital One!

csryang — Mon, 29 May 2017 13:41:22 GMT

@joesbrat67 wrote:
@JustBPatient wrote:
All CS calls are recorded. Have them review the tapes. Good luck!!
After about a month of phone calls and speaking with various supervisors, I FINALLY received the correct card, which is the QS WMC that I was advised I was eligible for. Needless to say, no one consumer should EVER have to go through the hassle of being told that they're eligible for an upgrade, be sent the wrong card and then be told that the upgrade offer couldn't have happened because "that's not what we're allowed to do".

Persistence does pay off. It also helps when you take very meticulous notes indicating dates, times, who you spoke to and what was discussed.

Nice man. I'm happy for you. I'm in the exact same situation as you- CapOne QS platinum and 7k limit for years. The difference is that I was told they cannot change my card from Visa Platinum to MasterCard. They said I have to product change to another their mile earning MasterCard before changing back to QS MasterCard if I'm eligible for it then.... Lucky You!! Was the conversion create a new account for you or the account number was the same? No inquiry I assume? Maybe I should call them again about this later.

Re: At My Wits End with Capital One!

joesbrat67 — Mon, 29 May 2017 13:50:01 GMT

@csryang wrote:
@joesbrat67 wrote:
@JustBPatient wrote:
All CS calls are recorded. Have them review the tapes. Good luck!!
After about a month of phone calls and speaking with various supervisors, I FINALLY received the correct card, which is the QS WMC that I was advised I was eligible for. Needless to say, no one consumer should EVER have to go through the hassle of being told that they're eligible for an upgrade, be sent the wrong card and then be told that the upgrade offer couldn't have happened because "that's not what we're allowed to do".

Persistence does pay off. It also helps when you take very meticulous notes indicating dates, times, who you spoke to and what was discussed.

Nice man. I'm happy for you. I'm in the exact same situation as you- CapOne QS platinum and 7k limit for years. The difference is that I was told they cannot change my card from Visa Platinum to MasterCard. They said I have to product change to another their mile earning MasterCard before changing back to QS MasterCard if I'm eligible for it then.... Lucky You!! Was the conversion create a new account for you or the account number was the same? No inquiry I assume? Maybe I should call them again about this later.

The upgrade didn't change the account number, which may or may not cause issues down the road. My understanding is that MC recognizes the World or World Elite status from the BIN # (the first 6-digits of the card #), so I'm not sure how MC will see the update. As for an inquiry, none has occurred - at least, no hard pull has occurred.

Hope this helps!

Re: At My Wits End with Capital One!

Anonymous — Mon, 29 May 2017 15:24:51 GMT

@joesbrat67 wrote:
@csryang wrote:
@joesbrat67 wrote:
@JustBPatient wrote:
All CS calls are recorded. Have them review the tapes. Good luck!!
After about a month of phone calls and speaking with various supervisors, I FINALLY received the correct card, which is the QS WMC that I was advised I was eligible for. Needless to say, no one consumer should EVER have to go through the hassle of being told that they're eligible for an upgrade, be sent the wrong card and then be told that the upgrade offer couldn't have happened because "that's not what we're allowed to do".

Persistence does pay off. It also helps when you take very meticulous notes indicating dates, times, who you spoke to and what was discussed.

Nice man. I'm happy for you. I'm in the exact same situation as you- CapOne QS platinum and 7k limit for years. The difference is that I was told they cannot change my card from Visa Platinum to MasterCard. They said I have to product change to another their mile earning MasterCard before changing back to QS MasterCard if I'm eligible for it then.... Lucky You!! Was the conversion create a new account for you or the account number was the same? No inquiry I assume? Maybe I should call them again about this later.
The upgrade didn't change the account number, which may or may not cause issues down the road. My understanding is that MC recognizes the World or World Elite status from the BIN # (the first 6-digits of the card #), so I'm not sure how MC will see the update. As for an inquiry, none has occurred - at least, no hard pull has occurred.

Hope this helps!

Based on my experience they rarely change the account number if not at all. As long as your card / account says WMC it should populate with MasterCard as well.

Re: At My Wits End with Capital One!

TiggerDat — Mon, 29 May 2017 21:51:14 GMT

Really? Another CapOne has pissed me off story? I don't believe it! Really, no really, no ha ha, really, oh OK I believe it.....

Re: At My Wits End with Capital One!

elim — Mon, 29 May 2017 22:35:33 GMT

Although I have never asked a C1 CSR to upgrade or PC a card, I have had great service from them dealing with my accounts over the past 3 years. Not all CSR's are created equal (I must have been lucky).

Re: At My Wits End with Capital One!

UncleB — Tue, 30 May 2017 00:51:34 GMT

@elim wrote:
Although I have never asked a C1 CSR to upgrade or PC a card, I have had great service from them dealing with my accounts over the past 3 years. Not all CSR's are created equal (I must have been lucky).

Same here... while my QS1 to QS upgrade took forever for an 'offer' to become available, I've actually always had good service when I've called or chatted. Admittedly I seldom have to contact any of my lenders, but the few times I have reached out to Cap One things went well.

Re: At My Wits End with Capital One!

PrinceCorwin — Tue, 30 May 2017 00:58:10 GMT

@UncleB wrote:
@elim wrote:
Although I have never asked a C1 CSR to upgrade or PC a card, I have had great service from them dealing with my accounts over the past 3 years. Not all CSR's are created equal (I must have been lucky).
Same here... while my QS1 to QS upgrade took forever for an 'offer' to become available, I've actually always had good service when I've called or chatted. Admittedly I seldom have to contact any of my lenders, but the few times I have reached out to Cap One things went well.

Ditto. Still waiting for the QS1 to QS PC option to come available but my QS1 is less than a year old and was a starter card afterall. Bottom line is I've had a pretty good experience with them... so far