Capital One — deceptive customer service
April 4, 2010
Richard Fairbank, CEO
Capital One Financial Cooperation
1680 Capital One Drive
McLean, VA [protected]
Dear Mr. Fairbank:
As a customer, I find it very troubling with attempts to reach one of your office subordinates via telephone and US Mail almost impossible.
Since February 22, 2010, I made numerous attempts via telephone and US Mail to report and on-going issue with my account and the unprofessional conduct by your debt collection staff located at your Knoxville Tennessee and Plano Texas Call Centers.
I received the attached letter dated March 8, 2010, signed by a William Shank responding on your behalf with instruction to contact him at [protected]. In that letter, please notice a number of handwritten names and phone numbers that I spoke to in the search of William Shank who never gave a telephone extension or employee number etc. After an exhausted 2 hours on the phone with a number of rude customer service agents, I was told no one with that name existed within the Capital One System. In addition, I received a generic second attached letter dated March 9, 2010 threatening with repossession of the vehicle. This I consider to be in retaliation for my attempt to report the Call Centers employee’s unprofessional and unlawful conduct to your office.
On March 31, 2010, I took the entire day off, for the sole purpose to resolve my on going issues with Capital One Auto Loan. I started the morning by trying to call your cooperate headquarters direct phone number [protected] only to received the following messages, “The switch board operators are not available please leave a message”. After a number of exhausted calls I was able to reach Mr. Scott Meadow from treasury department. Mr. Meadow apologized on the behalf of Capital one, for my endless unsuccessful attempt to resolve my Auto Loan issue and unable to reach your office, he promised to have some one from VP of Customer Relations level contact me immediately.
I received a phone call from some one identifying themselves as Narada ID or employee number VCL764 approximately 30 minutes after ending the call with Mr. Meadow. Mr. Narada took down my loan number and promised to call me back within an hour, I requested his phone number or extension he told me he did not have a call back number. It should be noted, neither Mr. Narada nor any one else from Capital One has yet to contact me as of April 4, 2010.
It is refreshing to read as a stock holder, and customer that Capital One has been widely recognized for its entrepreneurial culture, progressive work place, and community engagement.
Nevertheless, I find it quite disturbing for a company of such enormity can have so many identical complaints from hundreds of its auto -loan customers posted on several on-line forums.
It appears Capital One Auto-Loan has complete ignore what I am trying to accomplished as a consumer and rather engaged in intimidation and threats in an attempt to collect a debt that is less than 25 days old, therefore, triggering a direct violation of the Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. § 1692 et seq.
While I would appreciate a timely resolution to this matter, I will not be subjected to the unprofessional and unlawful conduct by Capital One Call Center or Debt Collection Employees.
I can be reached at xxx-xxx-xxxx only to discuss the forgoing matter. I do not wish to be bombarded with any harassment phone calls at my place of employment.
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