Capital One CEO not doing CLI

[Quantarra]

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😥😥

[manwoot]

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@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😥😥

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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.

[Anonymous]

Did you say "please" ?

[FinStar]

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!

[Laugh]

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.

[coterotie]

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.

[Open123]

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@FinStar wrote:

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

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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.

[LawStudentCivilis]

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.

[JonStur]

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

[LawStudentCivilis]

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@JonStur wrote:

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

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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.