Capital One Executive Call Center?

[p-]

That was interesting.  

The nice execs over at Cap1 waived my annual fee for life on my Orchard card a while back, so imagine my suprise when I saw it on my statement this month.  I called the trusty old Executive Office to explain what happened and ask for help.  It was very different from the last time, and makes me think they have made some changes due to the increased volume.

There was a recorded message thanking me for calling the exec office, and letting me know the call would be answered in the order received.  That was new.  The rep was pleasant, and although I had the name of the person who helped me last, she took care of me herself.  She credited the fee, and set up permanent removal.  Best guess is back when I had that mail theft and replaced the card the AF reappeared.

The big difference was background noise.  Unlike last time, I heard what sounded like a huge call center with many reps talking to people.  Last year it sounded like just a couple of executive assistants in an office.  

I wonder if Capital One heavily expanded that department in reaction to the volume from this site? 

[bluescale]

I spoke to a gentleman named Ivan today from the Executive Office.  It was very quiet - no background noise at all.  He was calling me in response to an email I sent, rather than me calling into their center, so I don't know if he was in the same place as the person you spoke to.  

One difference I've noted vs. what people were experience just a month or two ago was turnaround time.  It took me 3 business days to get a response from the EO.  Previously people were reporting responses in less than 24 hours.

[p-]

Interesting...  Perhaps the phone number is being diverted to a specialized call center, but actual letters are still being handled by the same department, with a larger work load.

[bluescale]

I recevied another call from Ivan this afternoon.  He notified me that my (partial) CLI was approved.  Again, there was no background noise, but he sure did sound tired.

[p-]

---

bluescale wrote:...there was no background noise, but he sure did sound tired.

---

Yeah, I bet.  Half of the threads in here are requests for PM of the exec email address.  If it can be worn out, we'll get it done.

[blunderer]

p- I think maybe you give this group too much credit

Seriously, the first time I came across Cap One EO info was not here.  It was from a different board and the post was almost 2yrs old.  So if the EO is feeling "worn out" I would guess it's not due solely to this group.  Then again, maybe I'm underestimating myFico

Either way, I would hope that possibly the decline in customers closing their account is enough to keep the EO from feeling "worn out".  Just a thought....one I'm sure will be beaten down before I hit "Post"