Incompetent, Incompetent, Incompetent!
Written: Jun 16 '00
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Product Rating:
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Pros: 800 number, one good guy at the end
Cons: Unreliable web account access, Rude and uninformed customer service, phone tree
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| topolski's Full Review: Capital One |
I inherited these accounts because I do the bills in my family, and my SO had these two Capital One accounts from before we met.
And so it goes that we've paid both accounts down, except for a mis-applied penalty fee. I wrote a letter on 6/1/00 to have the fee removed, but by 6/14, the fee had not been removed.
My first call to customer service was unanswered. I hung up and called again.
My second call to customer service said that due to high call volumes, they would rather I use the automated system to check my balance. Knowing that wouldn't help me, I elected to go on. Despite the fact that I clearly did not elect the automated information, the computer system made me sit through a long series of button presses and account balance, minimum payment, last payment, and other review information before it would transfer me to a live person. Finally, I was transferred.
If there was a high call volume, it did not affect the fact that once transferred, I spoke to a live person right away. Maybe the "high call volume" is just a deflection technique to keep you from reaching customer service.
After telling my story to the person, she said my account was being handled by the Consumer Credit Counseling department and she gave me an 800# to call. And, although I wasn't going through CCCS to handle my account, I was on hardship terms with the bank so it made sense that my account was being handled by a different department.
However, the clerk had given me the wrong number. Rather than giving me the number to the Consumer Credit Counseling department, she gave me the number to CCCS! After 5 minutes of talking to them, I figured out that who I was speaking to and revealing all this personal and account information to WAS NOT a Capital One employee.
My third call to customer service said that due to high call volumes, they would rather I use the automated system to check my balance. (Yes, this is repetitive) Knowing that wouldn't help me, I elected to go on. Despite the fact that I clearly did not elect the automated information, the computer system made me sit through a long series of button presses and account balance, minimum payment, last payment, and other review information before it would transfer me to a live person. Finally, I was transferred. (Sigh!)
This time I reached an excited man who exclaimed that all of Capital One's computers were down and would I please call back in an hour. I told him that I would not call back and to please connect me to someone who could help me. He said that no one could help me. I asked to speak with a supervisor, he said "Hold On" and put me on hold for about 5 minutes. He then came back to the line and said the following, without taking a breath or waiting for a response: "My supervisor is not available. Is there anything I can do to help you today? Okay, Goodbye!" (Click.)
My fourth call to customer service said that due to high call volumes, they would rather I use the automated system to check my balance. (I had to go through it again, might as well take you with me.) Knowing that wouldn't help me, I elected to go on. Despite the fact that I clearly did not elect the automated information, the computer system made me sit through a long series of button presses and account balance, minimum payment, last payment, and other review information before it would transfer me to a live person. Finally, I was transferred. (ARGH!)
This time I reached a lady. I asked her about the computers being down, she told me the system has been working fine all night. I told her my story and she said that another department was handling my account. She transferred me to COLLECTIONS. Now, she had a reason. The Consumer Credit Counseling Dept. was closed and Collections sounded like the next best thing to her. Ultimately, Collections couldn't help me, but they did give me another 800# to the Consumer Credit Counseling Dept..
I tried calling it the next morning. It was simply another 800# to their main customer service queue.
My fifth call to customer service said that due to high call volumes, they would rather I use the automated system to check my balance. (I'll spare you the rest of this paragraph.)
After going through the mandatory phone tree and account review before getting transferred, I spoke to a pretty good clerk who transferred me to the right department. In five minutes, I was done. I didn't even have to whine about how badly I was treated the night before.
Mission accomplished: My two Capital One accounts both have zero balances and are permanently closed.
Recommended:
No
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Epinions.com ID:
topolski
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Member: Robert Topolski
Location: Hillsboro, OR
Reviews written: 23
Trusted by: 12 members
About Me:
I sing baritone in a barbershop quartet!
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