Capital One Credit Card / terrible policies and customer service
After owning a credit card with Capital One for nearly 3 years and paying down a credit line in excess of 5, 000 (ON TIME) within a years time, my balance was finally paid in full! Or so I thought... I was always in the habit of paying my bills online, Capital One was no exception. The month following my final payment, I received a statement that showed I owed a balance of 3.85 with a late fee! I was puzzled and contacted their customer service department - located in INDIA...
While I have no problem with outsourcing SOME services, why would customer service be outsourced to a call center that only knows how to repeat a script and not deal with real problems???
After explaining my situation several times to the gentlemen, he explained that the 3.85 was the last finance charge owed on the account, and that he would remove the late fee if I paid the 3.85 balance that day - reluctantly, I did...
Two months later, I received another statement - showing I had owed .50 cents (for who knows what) with a late fees to boot! The total on my bill was now 49.00...
So, I called customer incompetence center..
Without even listening to my problem, I was rerouted to "collections" where a gentlemen proceeded to read me the script about how much I owed, how much was due, and how would I like to pay.
Calmly, I explained that I would not like to pay because the charges were ### and that the account had been paid in full 3-4 months prior and asked him to check his records.
Again, recited a script, asking me how I would like to pay and telling me my options when I rudely interrupted and asked to speak to a manager. Rerouted, holding, finally someone - nope, just another person who decided to tell me the same information over and over about how much I owed, etc.
After interrupting again, and explaining that I would not continue to repeat the problem, I asked to speak to a competent supervisor. Rather than doing that, the gentlemen told me that he would take care of the account, saw the problem and would zero the balance with no negative reflection on my credit - of course. (rolls eyes)
Three days passed, I logged on to my Capital One account online and saw that the balance was now 59.00.
Beyond the capability of patience, I again called the screw-you-over line for customer service...
After going through two people who I could not understand and who in turn, did not understand my problem, I was put on with a "supervisor". This individual explained to me that my account was zeroed out, but was still in the process of being closed. I was shocked, "Closed!?"
I was told that because my account was so overdue and all of the charges were late fees and finance charges, that in order for them to zero the account - it had to be closed. Part of me was overwhelmingly angry. After using their credit card, maxing out the credit limit and paying it completely down to zero, this is how I am treated? (believe me I will be checking my credit reports to see if this was a charge-off - although I was explicitly told that it would not affect my credit negatively).
But, honestly I am relieved and will never use Capital One again... Despite the 10 million solicitations they send out in the mail.
With so many people not able to pay their credit card bills right now due to the current economic state in the US, it is amazing that I was treated with such disdain. I truly hope that these type of management practices catch up with a company such as this. Next commercial I would like to see is the Board of Directors being attacked by whats in their wallet...or not in their wallet - and having to contact their own customer service department for help - Ha Ha Ha
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