Company information:
Capital One Bank
Plano, Texas
United States
It was a nightmare for the experience I recently dealt with Capital One bank.
At the beginning I had two CD accounts, one has balance about $16K, matured in July, another about $44k., matured in August. After CDs expired, I transfer both CDs’s balance into a new opening Money Market account (actually the bank reused a zero balanced years old old MM account).
On 08/12/2009, a $15 penalty charge was applied to my MM account for the lower balance. I made about threes customer calls to finally get back the $15 wrong charge. Per customer representative, it was the beginning zero balance that caused the mistake. I still don’t know understand how that mistake could happen. Isn’t that every account always starts with zero balance.
While I was trying to correct the incorrect penalty charge, I found that my MM account have never got interest paid so far. For MM account, the interest is posted by the end of the month. I called the customer service to report the problem, and my nightmare started here.
- In first two calls, they seemed they just wrote down my problem but never resolved it.
- About one month later I made the third call to the branch where I opened account, the person promised to check my account and call me back, but I never get the call back.
- I made the forth call to customer service again, the problem finally got settled and I was told that the interest would be posted to my account a couple days later.
- Later I checked and I found the $33.79 IOD interest was paid to my account on 10/13/2009.
- $33.79, Is it correct for the total interest earned in my MM account? It doesn’t look right, not mention July, per the bank statement, the average balance is about $60k in August, > 1% interest rate and $58K in September, 1.01% interest rate.
- On 10/15/2009, I made another customer call to report the interest calculation mistake. The customer representative very impatiently answered my question about the interest calculation mistake, and insisted, “Yes, It is correct, $33.79 is the year-to-day interest for the account. If you don’t believe, please come to the local branch to discuss it.” I don’t know exactly how the interest is calculated, but I know the basic math and the basic concept about interest rate. So I suggested the customer representative to do a simple calculation to see why the bank’s icalculation was not right. For the balance $60k, interest rate 1%, the monthly interest would be about $50 (($60, 000 * 1% / 12 = $50). But the customer representative didn’t buy it and insisted “That is correct.”
The interest is not big money. I am just so surprised on the bank’s banking mistake and poor customer service.
