I have been with Capital One since 2000. Admittedly there were a couple of yearas when I was going through some financial troubles, and they my life a living you know what.
Since 2008, my bills have not only been paid on time, but I have made several in full payments and when the balance was a little high, I paid way more than the minimum required.
Two weeks ago I noticed I had scheduled a payment for more than I intended, and immediately tried to cancel the payment online. Their system would not allow me to do so, and re-directed me to call customer service. What a mess that was!
First of all, it is glaringly obvious they outsouce to another country (I suspect the Phillipines), and the rep was so cheesy and not very empathetic. He promsied me up and down he had corrected the payment amount and not to worry. Imagine my shock when I signed onto my checking account and saw that the original amount had been drafted! I immediately called Capital One, and got another cheesy rep, who acted like he cared, and over complimented me and apologized for the error and said the funds would be available in 5 business days.
I patiently waited the five days, and it came and went and still NO monies! I called back, and got another rep who initally told me no such refund was being processed, then she said, "oh wait a minute, I see it. I think it will be there by Tuesday of next week." I was not happy with the "I think" answer, and asked to speak to a manager. The manager was even less helpful, and refused to take any action to rectify the situation.
I finally filed a complaint with the BBB, and saw that I had missed a call from their Consumer Affairs Department. The funds have been placed back into my account FINALLY this morning, so I will call them back and re-express my displeasure.
Product or Service Mentioned: Capital One Account.