The complaint has been investigated and
resolved to the customer's satisfactionResolved Capital One — payment plans
resolved to the customer's satisfaction
First of all I am appalled at the employees that work in your call centers at Capital One. Not only do they not listen (or care to), but they are completely unwilling to be helpful or even kind. My understanding of a “Customer Service” Rep was just that – to help customers. Apparently this is not the case at Capital One.
I recently got a 2nd salary cut ON the same day my Capital One raised my interest rate to 22.9%. I had been going thru a hardship for almost 6 months now. I have mortgage that I am trying to modify and now my 2nd salary cut that I am trying to deal with. I have stopped using the card as of Dec 2009.
On March 23rd I spoke with Neele and told her I was unable to pay the minimum payment at such a high rate and would need to discuss a payment plan with someone. I told her I was only able to afford $100 a month. She said that was fine and would adjust the account.
On March 26th I went online to pay and payment was still $195. I called again and spoke with Anna (R4aE015) who wasn’t listening to what I was saying and was robotic in her answers. She said there was nothing she could do and transferred me to an Account Manager
I than spoke with the rudest, unhelpful employee I have ever dealt with, John (PKX791 – he was hesitant to give this to me by the way) who was not listening either. I explained my situation once again and told him I was being proactive and trying to set a payment plan so CP One could get there money. He informed me that if I didn’t make the minimum payment of $195 – EVEN IF I MADE THE EFFORT TO PAY AT LEAST $100 – after 90 days my account would be considered delinquent. I wanted to clarify this with him, because I can’t imagine ANY company not wanting to work something out with a customer WHO was at least trying to pay off her debt. He clarified that there was no point in me making a partial payment, since if I didn’t pay the minimum my account would still be delinquent.
After that, I realized that there was no point in wasting my lunch in talking to someone as unhelpful as John, and that is why I am writing a letter to CP One and the OCC.
I can make $100 payments until the account is paid off. I have been a member of CP One for more than ten years now. At the time with a mortgage and a car payment, I can’t afford anything else. I am trying to do the right thing and pay off my debt, but at now making $20/hr – this is all I can afford at the time. My other credit card Bank of America was more than willing to help me out and put me on a payment plan.
If Capital One refuses to work with me than I don’t know what else to do.