topic Re: Capital One CEO not doing CLI in Credit Cards

Capital One CEO not doing CLI

Quantarra — Tue, 09 Jul 2013 13:10:56 GMT

So I emailed the CEO yesterday and received phone call just now and he states that they are no longer doing CLI via email you have to either call or submit it online. I feel that is BS because everyone is being denied over the Internet. So upsetting😥😥

Re: Capital One CEO not doing CLI

manwoot — Tue, 09 Jul 2013 13:17:43 GMT

@Quantarra wrote:
So I emailed the CEO yesterday and received phone call just now and he states that they are no longer doing CLI via email you have to either call or submit it online. I feel that is BS because everyone is being denied over the Internet. So upsetting😥😥

I had the same experience with the Capital One EO. They wouldn't waive annual fees, wouldn't talk about PC to a card that offered cash back, and no credit limit increases. They said everything had to be done through the website. I'm sure they were tired of us calling and e-mailing all the time, but it's why I wound up canceling both of my accounts with them.

Re: Capital One CEO not doing CLI

Anonymous — Tue, 09 Jul 2013 13:30:48 GMT

Did you say "please" ?

Re: Capital One CEO not doing CLI

FinStar — Tue, 09 Jul 2013 13:33:33 GMT

It was bound to happen, even folks predicted the EO would eventually reach this point. Other than legitimate concerns/issues that would normally be handled by their EO, I sense a lot of folks abused this channel for no absolute need. It should be interesting to see what folks provide as feedback with their recently implemented service model...LOL!

Re: Capital One CEO not doing CLI

Anonymous — Tue, 09 Jul 2013 13:50:33 GMT

Haha. Well, good things don't last forever.

Tbh, the EO overlooked the reasons as to why the computer denied one from a credit limit increase. That would put Capital One at a greater risk.

Re: Capital One CEO not doing CLI

coterotie — Tue, 09 Jul 2013 13:51:24 GMT

I emailed the Executive office about an issue 7/2 and have heard nothing. Just curious how long people generally have to wait to hear anything from them.

Re: Capital One CEO not doing CLI

Open123 — Tue, 09 Jul 2013 13:53:12 GMT

@FinStar wrote:
It was bound to happen, even folks predicted the EO would eventually reach this point.

Classica example of the disconnect between the "customer service" models drawn up by paper theorist and those in the field.

Anyone running a customer service business in the field realizes that once word leaks an exception will been made just because a customer called a "superior" to complain, the flood gates open with everyone calling for an exception. No small business can afford the resources to accomodate this; and, even the larger ones are finding it exceedingly costly. I suspect Cap One's EO is learning the painful lesson we've all learned; namely, that unless there's a clear reason an employee has erred, to *NEVER* overturn or make an exception, just because people call to complain.

In my experience, once customers realize calling upwards has no affect, then only the truly "important" issues get escalated.

Re: Capital One CEO not doing CLI

LawStudentCivilis — Tue, 09 Jul 2013 14:06:04 GMT

I knew it. 1) Because I was given a very modest increase on the card for "excellent" credit and 2) He basically told me not to call back for a CLI, and said to use the website in the future.

Re: Capital One CEO not doing CLI

JonStur — Tue, 09 Jul 2013 14:07:41 GMT

Im glad I was able to get a CLI while the getting was good.....

Re: Capital One CEO not doing CLI

LawStudentCivilis — Tue, 09 Jul 2013 14:12:12 GMT

@JonStur wrote:
Im glad I was able to get a CLI while the getting was good.....

Yea it seemed like just the week before I sent the email, people were still getting big CLI's, but when I had a specific date in mind to send an email, that very same week almost everyone on here began reporting a $500 increase from the EO. And I thought to myself "oh no". So I went ahead and sent my email and low and behold it was the standard 500 everyone was reporting.

Then when he told me for future CLI's use the website, I knew they were slowly transitioning out.

Re: Capital One CEO not doing CLI

qd — Tue, 09 Jul 2013 14:15:04 GMT

I read on another thread that just yesterday the EO office called someone and gave them CLI. Maybe they haven't spread the word to all their people yet.

Re: Capital One CEO not doing CLI

knoregs — Tue, 09 Jul 2013 14:25:16 GMT

Bummer!

~kn

Re: Capital One CEO not doing CLI

CS800 — Tue, 09 Jul 2013 15:25:30 GMT

I tried on my end with no luck either. i called the EO office

Re: Capital One CEO not doing CLI

youngandcreditwrthy — Tue, 09 Jul 2013 15:53:49 GMT

Of course they deny you if you call with no email -.-

Re: Capital One CEO not doing CLI

rob022574 — Tue, 09 Jul 2013 15:56:34 GMT

I guess my experience with Best Buy (waiting 4 days for a denial, being advised to app in store and getting another denial) helped get me increases from $750 per card (Cap One Plat and Sony Card) to $2000 on each. In addition, I wound up getting two hard pulls removed and getting the EO to open a Best Buy Plan A card with $1000 limit. After the EO increased me, I did not get any of the "go to the website for future increases" messages from them. So I guess YMMV.

Re: Capital One CEO not doing CLI

lawless05 — Tue, 09 Jul 2013 16:32:26 GMT

I just email EO about two days ago and the next day I got call back about my Best Buy card that open about 2 months again. It opened with a 300 limit and a 59 annual fee . I felt cheated but I had just open about 5 other cards so I let it age my two and then shot them a email stating that I have been with there company for 6 years and never missed a payment and this limit was a joke(not in those words but...) I got a call the next day and the nice lady told me that they would return my annual fee I just paid but I would have to wait till the account was 3 months old before they could do a SP CLI and to call back on JULY 15. She said to call her back nothing about online for any thing. Might just depend on the tone of the emails and complains. Good luck all.

Re: Capital One CEO not doing CLI

oscar_actuary — Tue, 09 Jul 2013 16:56:00 GMT

I would never have the nerve? to call an EO for something like a CLI. I was surprised to see it posted everywhere here.

Re: Capital One CEO not doing CLI

LawStudentCivilis — Tue, 09 Jul 2013 18:33:53 GMT

@lawless05 wrote:
I just email EO about two days ago and the next day I got call back about my Best Buy card that open about 2 months again. It opened with a 300 limit and a 59 annual fee . I felt cheated but I had just open about 5 other cards so I let it age my two and then shot them a email stating that I have been with there company for 6 years and never missed a payment and this limit was a joke(not in those words but...) I got a call the next day and the nice lady told me that they would return my annual fee I just paid but I would have to wait till the account was 3 months old before they could do a SP CLI and to call back on JULY 15. She said to call her back nothing about online for any thing. Might just depend on the tone of the emails and complains. Good luck all.

Hi lawless, the tone of my email was professional, thanks.

It's interesting you were told you were not allowed to do a SP CLI, when I received one and my card was only a little over a month old. Again, I do believe EO is trying to slowly transition out as I previously stated. Or atleast redirect customer traffic.

Re: Capital One CEO not doing CLI

CreditJim — Tue, 09 Jul 2013 19:12:46 GMT

I contacted the EO for a second CLI last week at the 6 month point since the first one. I'd previously gone from $750 - $5k. I've been using the card heavily, hitting the limit and paying in full. I emailed and mentioned the name of the person I'd spoken to 6 months previously. They called yesterday, and I asked for 15k. I just logged in and my new account limit is $15k. I can't believe it!

Re: Capital One CEO not doing CLI

LawStudentCivilis — Tue, 09 Jul 2013 19:29:34 GMT

@breedo wrote:
I contacted the EO for a second CLI last week at the 6 month point since the first one. I'd previously gone from $750 - $5k. I've been using the card heavily, hitting the limit and paying in full. I emailed and mentioned the name of the person I'd spoken to 6 months previously. They called yesterday, and I asked for 15k. I just logged in and my new account limit is $15k. I can't believe it!

Ugh, so jealous. Hope they'll take my request in 6 months instead of directing me to the website. I need the EO rep you spoke to, now that's customer service.