I just had the most awful experience with someone from their advocacy department, after having a terrible experience speaking to a customer service person two days ago.
Basically, for the second time in a row, the bank has made available funds to my account that were not really there--meaning I had purchased a bank check out of my checking account and instead of deducting the amount from my checking, they left it in there, until the branch went through their books at the end of the week.
I was expecting an overtime check and so when I checked my balance over the phone, quickly and noticed a higher balance (5 days later) I thought it had arrived. So I made a few transactions that evening, including purchasing an itunes song for $1.50.
To my disbelief, the next day, in spite of my check REALLY going through, I had been charged $35 on each transaction. The first time in happened I thought it was a one-time mistake. Little did I know that it is common practice for this branch to do that. I basically got charged $35 on each transaction, some of which were for $5, $6, $100. When I tried to get the overdraft fees refunded, they refused to and accused me of having done it on purpose. In addition to that, the woman was completely dismissive of my claim (and definitely did not even attempt to advocate for me).
She insisted that this was my fault, because I shouldn't trust the automated system's balance, I should be managing my account closely and keeping my own spreadsheet of my expenses. I'm glad that she has great ideas on how people should manage their money, but the reality is that it is none of her business how I manage my money.
At the end of the day, "their job is to give an accurate balance of my account, not provide me with money that I don' t have, instead of declining my transactions and then 4 days later tell, "we're sorry, but really that wasn't your money and though it is our mistake for not deducting this in time, we will charge you $35 for each time you used those funds."
I'm taking this to small claims and writing a letter about this particular "advocacy" person to Capital One headquarters. Any suggestions on who else I can contact? So Angry!
Product or Service Mentioned: Capital One Checking Account.