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william a Fiz
map-marker Irvine, California

Poor service when replacing credit card

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Capital One - Poor service when replacing credit card
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Someone hacked my telephone on Thursday. He used my phone to call a number on my phone and then send me $500 in Amazon credits.

I then called Capital One to get a replacement card. Because Verizon had not correctly created my number, Capital One at the last step of the process could not reach my number even though I was able to receive several confirmation calls with the secret codes.

After those several attempts, the rep said he would send an email and I would have to restart the process that humans in the credit department would review.

Today, I spoke to four people who said that once the PROCESS had begun, I could not restart, or backtrack it. I now have to wait up to ten business days to get a replacement card EVEN THOUGH Google pay is using a new number that Capital One assigned. Even parts of the computer system are not visible to others at the bank.

A few of the reps I spoke with were abysmally scripted. It's just one more example of the dumbing down of American education AND a reliance on software written in foreign countries.

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Pros:
  • Answer phones
  • Talk on phones
Cons:
  • Rigid
  • Inflexible

Preferred solution: Deliver product or service ordered

User's recommendation: Do not expect this bank's systems and employees to vary from whatever script they use for their jobs.

1 comment
Guest

There's a reason for this old man. They have apps and websites that will allow fools to do their business.

The days of talking on a phone with a "human" are dying as are people in your age group. Time to adapt or be left behind Opa.

Jessica Hast23

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Call Agent 10/2/24

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After calling 888-420-****, a female phone agent was rude at 10:30 pm when I tried to find out about the 360 checking account. I hope they rehire in this call center group.

The agent's behavior was terrible. I had to report to customer service and speak to her supervisor.

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Preferred solution: Apology

User's recommendation: Phone Agent 10/2/24

flavia m Jtd

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Misleading offers

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Capital One - Misleading offers

I received an offer through the mail for an 18-month zero APR, so I applied online using the information from the mail. However, after about 5 months, they began charging me fees for not paying the full amount owed, even though I was paying more than the minimum amount required.

In response, I called them several times. Despite my efforts, I was told there was nothing they could do to change the situation, and they offered to send my feedback to the company. However, who cares about feedback? There are plenty of credit cards out there offering no fees in the first year or two, so I would never have signed up for this one if I had known they were going to charge me interest!

Stay away! This is a misleading offer with poor marketing and useless customer service.

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Loss:
$10
Cons:
  • Scam
  • Misleading
  • Hidden fees

Preferred solution: Full refund

User's recommendation: Stay away

5 comments
Guest

"Hidden fees" is the terminology used by people who will not READ what they are signing BEFORE they sign it. Its an obvious mark of lack of financial common sense.

Guest
reply icon Replying to comment of Guest-2590466

***Boot licker detected***

Guest

This is so confusing!! I have to go through all of this just to get to my former email!! Wtf

Guest
reply icon Replying to comment of Guest-2584433

In other words, the zero interest was predicated upon YOU making a certain level of payment. By YOUR own admission, YOU failed to do that and as such, YOU caused fees to apply because YOU chose to not abide by the terms of the promotion. Now you come here to cry, whine, stomp your feet and wail because YOU can't stand the consequences YOU CAUSED.

Guest
reply icon Replying to comment of Guest-2586111

I guess you’re having a hard time interpreting the text, so I’ll help you out! The offer was for zero APR no matter the payment amount. What a sad life to go online to defend a bank, I hope you get bette soon!

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Amunet A

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| map-marker Henrico, Virginia

Capital One expects consumers to expose their personal identifying information

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Capital One expects consumers to expose their personal identifying information

Capital One's response states that the letter dated July 18, 2024 needed me to send my personal identifying information through the USPS which is an unsecured method of validating information because Capital One has "enhanced security measures." Secondly, the fact that the letter dated July 18, 2024 has my mailing address and name on it and I responded to this letter dated July 18, 2024 through my Better Business Bureau complaint is in fact validating my personal identifying information because the letter dated July 18, 2024 was received by me to add to my BBB complaint. This also confirms that Capital One did "IN FACT" have my personal identifying information in their database as I stated in my complaint.

Further, Capital One upgraded one of my Capital One credit cards to a QuickSilver Platinum (0514) card recently just after my BBB complaint. I also mentioned a Capital One letter regarding my WalMart Capital One credit being upgraded to a QuickSilver Platinum card on October 31, 2024. All of these documents including a front/back copy of my recent upgraded Quicksilver Platinum card ending (0514).

Finally, as my BBB complaint stated Capital One had my information in their database for ALL MY CAPITAL ONE CREDIT CARDS, they confirmed my identity through their July 18, 2024 letter which WAS RECEIVED because it was attached to my BBB complaint, and Capital One has "ENHANCED SECURITY MEASURES" but expect me to send my PERSONAL IDENTIFYING INFORMATION THROUGH "UNSECURED" MEANS. Richard Fairbanks CEO, Capital One has a LinkdIn account so I will be sending him all of this complaint with supporting documents, I will also be complaining on as many online reviews, complaint sites I can find because I believe ALL CONSUMERS SHOULD BE AWARE OF HOW CAPITAL ONE RUNS THEIR BUSINESS AND EXPECT CONSUMERS TO EXPOSE THEIR PERSONAL IDENTIFYING INFORMATION WHEN THEY KNEW FULLY WELL IT WAS UNNECESSARY AND CHOOSE TO HIDE BEHIND "PRIVACY" BUT INGNORE THEIR CONSUMERS "PRIVACY" WHEN REQUESTING INFORMATION FOR THEIR "ENHANCED SECURITY MEASURES!" I requested the HARD INQUIRY be removed from my credit reports and Capital One for all of their harassment and they denied it.

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Cons:
  • Capital one hides behind privacy but does not respect consumers privacy

Preferred solution: Correct my credit reports!

User's recommendation: Be Aware that Capital One hides behind privacy but doesn't respect yours.

Sunni S Kql

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| map-marker Providence, Virginia

Capital One's Inconsistencies for Cust

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Capital One's Inconsistencies for Cust

Capital One Reps/Managers,

JC- kjh599, spoke to on 03/16/24, very polite very empathetic but did the best she could) had to escalate to escalate to supervisor Mary- lsa222, who also did a great job with helping me follow the process on the things I need to send in and set proper expectations

03/26/24

Ivy (lied on call to tell me what wasn't there when evidence was provided and she looked at nothing), then when escalated to Manager Sam (was very argumentative on call, did not look at anything before giving me proper evaluation and gave me no options to address concern (Before 10am)

03/28/24

Sherri (verified evidence and supervisor that validated evidence)(415pm), Manager Mel (took over an hour to review evidence just to not resolve anything or honor my request to dispute my charge as requested. Ridiculous amount of time wasted while being at work when it seems like he was purposely dragging along the time until he got off of work(430pm)

Kat, lied on call to tell me I never spoke with a manager but never took a look at any notes until after the fact and then escalated call since it was evident she wanted to do the bare minimum (830pm)

Adis, Manager (855pm)

Olh614.

What a huge disappointment to have this many working for such a company. Refused to give me any information about the time frame of notes on file and was very combative, argumentative. Extremely unprofessional on the call and he should be investigated and/or fired after you take the time out to listen and review the call that took place as he painted me out to be someone who was trying to get over when that is not the case. The call felt very targeted and discriminated through his tone.

He was extremely aggressive with his tone which is unnecessary and disappointing to have with the company when as a customer I was trying to work with someone to get my issue resolved

Ricky, Pkk405, this man should get a promotion. He handled himself with professionalism and was empathetic. He knew exactly what to do and provided me with vital information as to how we can try to make the issue try to work out for me in my favor

Was told by multiple agents and mgrs (including Ricky) that my evidence was validated on the 16th and on the 19th of March which is also why I received the provision credit twice. So I do hate that I have to write to the corporation of the matter but I am trying to make sure I stick around to be a customer with Capital One because how this experience has been going for the people who have lacked, now has created tension with me as a paying customer and this is mainly with your management team.

I need this to be rectified as I have even decided to stay with this company when upgrading my card to the QuickSilver card and was looking to upgrade again but if this issue is not resolved and your company is not willing to be on the same page since one set of people are doing the work to help their customers and the others are not alongside of handling their customers in an extremely unprofessional and uncomfortable manner then we have a huge conflict of interest. Feel free to give me a call or email me at the contacts that will be listed below. Thank you and have a blessed day

04/02/24

Eman, (8:30pm)

Once again another agent asked me to provide documentation that I have already implemented into the system/link that the company asked me to provide. I am very unsure why we are back to square one with this situation.

As when addressing the concern, the agent did not provide any sound information as to why. He stated I should resend in my documents when he seen everything that I've sent in as the company has asked for me to do

Eman warm transferred to an unknown manager and the manager did not state his name nor did he say much on the call. The call magically disconnected and that was my last straw with the company so as a reference to the corporation I genuinely hope you resolve this matter as I will no longer be a customer for Capital One. You can go back and fourth with RIU Palace Pacifico as they will not get any money from me and Capital One will NEVER attain business from me in the future as this matter was handled poorly and the company has a lot of work to do as their frontline workers and management team are not following the same policies and procedures.

Please look into the calls on the days listed with the front line workers and managers that I've spoken with. The company is welcome to alleviate me from the potential charge that I am disputing that I did provide substantial amounts of evidence for as the dispute department did not do their job to fight for their customer

Let it be known that Capital One and RIU resorts will come to an agreement to address the charge between each other because neither company is going to receive a penny from me

View full review
Loss:
$950
Pros:
  • Did help to bring my credit up
Cons:
  • When it comes to disputes they do not handle them well

Preferred solution: Full refund

User's recommendation: Stay away

Terry B Ckc

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Refuses to express mail new card overseas

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Capital One - Refuses to express mail new card overseas

My credit card was shut down due to 'fraudulent activity'. As a loyal customer of Capital One for 24 years, I asked them to express mail the new card.

They refused. I live overseas, and it will take three weeks to get the new card by mail!

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Pros:
  • Long term customer
Cons:
  • Unresponsive customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Don't use Capital One

Resolved
Michelle B Xkt

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Verified Reviewer

Resolved: Capital one

Updated by user Aug 17, 2024

Company fixed the issue and I have been provided with apology. I spoke to someone who spoke clear English that understood me and I understood them.

Original review Aug 02, 2024

I could barely understand the customer service representative. She didn't speak clear English.

They should hire people who speak clear English. She did help me, but it wasn't easy because I had trouble understanding her; her English wasn't clear. Also, their automated machine doesn't work so well.

It kept pausing, so I didn't know what to do. Each step it would tell me what to do, then pause, then it would say something like, 'I didn't get that,' or 'try something else.' They need to fix their automated machine.

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Preferred solution: I would like for them to fix there automotive machine. I would like for them to use people that speak clear English.

1 comment
Guest

"They should hire people who speak clear English" And when they raise fees to do this, YOU will be back here whining. There should be an English option available on a per-use basis. Why should I pay for something I'm not using?

Virginia B Ksm

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Poor Customer Service

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My Capitol One Credit card is in good standing, even usually with a running credit balance. Last week I tried to purchase several bottles of wine from a New York State Finger Lakes Winery which I like a lot.

The online purchase failed but did not provide any reason for the failure, so I ended up calling in a phone order instead. The winery placed the order to be charged to my Capitol one Card and it was declined with a cryptic message "transaction limit reached".

I later called Capitol Ones and was informed that the card was locked for suspected fraudulent activity (DUH, yes, my attempt tp purchase the wine). OK, I understand that there needs to be some security checks. I had to go thru hoops on the phone with customer service to prove that I am who I am.

Process took about 20 minutes. I was assured that the card was unlocked and that the charge would now go through OK.

I called the winery back and the card declined AGAIN. Once more I called Capitol One customer service and got the same talking points: card locked for suspected fraud. I complained that I was JUST assured that the transaction would work.

They had no answer but to put me thru the same hoops and verification questions again, another 20 minutes wasted. They gave total assurance this would now work.

Well, guess what? Another try for a phone order several hours latter and the card declined a third time. And the winery probably thinks I am a con artist.

I ended up buying wine at a different source using a different credit card.

A day later I figured I had to call Capitol One back as now my card was locked for any use given all the declined charges. This time I asked to speak to a supervisor. Bad move. I had to go thru all the same hoops PLUS more including a demand for photos front and back of my driver license.

I was not happy but I complied. Once again they said everything is fine to try the charge again... I told them too late, I made a different purchase elsewhere with another card. This last time I was tied up at least 45 minutes with them, repeating the same verification questions plus more.

I do not plan on using CAPITOL ONE again, but will keep the card open as contingency only.

I totally understand the first security/fraud check, but I cannot understand how the card declined three times for "fraud" when I went thru their verification and told them in advance I would be making the purchase.

They never apologized once.

I told them I was a very unhappy customer, and continue to be a "Pissed Customer". -- Ginny B Cranberry Twp, PA

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Cons:
  • Much aggregation
  • Poor customer service

Preferred solution: Looking for Apology to me and the Winery. Fix this procedure so that charges can go through as promised after first check.

User's recommendation: Do not use Capitol One unless you like aggravation aplenty

5 comments
Guest

"but will keep the card open as contingency only" And they'll probably cancel it. Banks do not make money from people who foolishly leave a credit balance on a card.

That's plain stupid. As to the wine, get it somewhere else and see if the card shuts down.

I'll bet it won't. You and your cats will be fine without wine for a few days you skell...

Virginia B Ksm
reply icon Replying to comment of Guest-2533937

You seem to have missed the point. How I keep up with my credit card balances is not your concern and not the issue here.

The point is the horrible customer service and the aggravation it caused. And for your information, I have no cats, and if I did, they would not care for wine anyway.

Guest
reply icon Replying to comment of Virginia B Ksm

Everything you post on a PUBLIC site is my concern and open to my judgment old lady. It's clear you're a miserable person who only a stupid dog would like. B

Guest

Cap One ia a *** Bank. You're not the only one with this story. Poor customer service on their part.

Virginia B Ksm
reply icon Replying to comment of Guest-2533806

Thanks, interesting to know that there is a similar track record

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Bobby M Obb

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Stranded me in another country with a credit card, DO NOT USE

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After being accepted for a credit card with a $30k limit, I used it to charge for about a month. No problems occurred.

I booked tickets and traveled to a foreign country. Again, no problems for a few days. Then it abruptly stopped working. No notice was given, it just stopped.

The app and account just displayed 'restricted'. I called to get the restriction lifted, thinking they had flagged a foreign charge as fraud (they claimed it was unnecessary to notify them about my travels), and they requested: copies of my passport, birth certificate, social security card, utility bill, and more, all while I was traveling. This was non-negotiable; they could not accept anything other than all those documents.

Capital One seemed perfectly content to strand me in a foreign country with no credit card, despite having successfully processed charges for over a month, and for several days while I was abroad. DO NOT USE.

View full review
Loss:
$95
Cons:
  • Do not care about you

Preferred solution: Full refund

User's recommendation: DO NOT USE THEM!

Bobby M Obb

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Verified Reviewer

Stranded me in a foreign country with no credit card, DO NOT USE

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After being accepted for a credit card with a $30k limit, I used it to charge for about a month. No problems.

I booked tickets and traveled to a foreign country. Again, no problems...for a few days. Then it stopped working. No notice, it just stopped.

The app and account just showed 'restricted.' I called to get the restriction lifted, thinking they'd flagged a foreign charge as fraud (with no way to tell them that I'm traveling, they claimed it's unnecessary), and they requested copies of my passport, birth certificate, SSN card, utility bill, and more, all while I'm traveling. It's non-negotiable; they cannot accept anything short of those documents.

Capital One was perfectly happy to strand me in a foreign country with no credit card, despite me having worked and processed charges for over a month, and several days of traveling. I highly advise not to use their services.

View full review
Loss:
$95
Cons:
  • Idiots and thieves

Preferred solution: Full refund

Trent J Aps

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Verified Reviewer

INTEREST RATE REMAINS AT 32% AFTER 2 YEARS AND 100% ON TIME PAYMENTS

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Capital One - INTEREST RATE REMAINS AT 32% AFTER 2 YEARS AND 100% ON TIME PAYMENTS
Capital One - INTEREST RATE REMAINS AT 32% AFTER 2 YEARS AND 100% ON TIME... - Image 2
Capital One - INTEREST RATE REMAINS AT 32% AFTER 2 YEARS AND 100% ON TIME... - Image 3

3 years ago, I was rebuilding my credit from the mid 520's. I had to purchase a prepaid card and start from scratch.

I wanted to open another account to help open more lines of credit and establish history with Capital One. Their interest rate was absurd at 32%, but I didn't intend on using it. However, life happens, and I was in a situation where I was forced to use the card, so I had a roof over my head. The entire time I have had this card, I have had a 100% payment history, sometimes paying more than necessary to get ahead.

I recently called them asking if they could lower after paying them religiously on time ever since I have owned the card. They told me the interest rate is determined by the Federal Reserve and will not budge below the 32% interest rate that I was given when I didn't have the best credit. A simple Google search shows the average interest rate for good credit is around 22%. I did just purchase a car and have never missed a payment on anything within the last 3 years.

My score was in the excellent range at Hoffman Ford when I purchased my vehicle.

I realize credit companies do not have to lower their rates, but on the flip side, they can lower them for loyal paying customers. If you are in desperate need of a credit card, go for Citibank as Capital One cares nothing for their members undivided devotion to payment.

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Pros:
  • Credit at an exorbitant rate
Cons:
  • 3 years and 100 percent payment history will not lower rate

Preferred solution: Price reduction

User's recommendation: Go to Discover or Citibank.

3 comments
Guest

No way in less than three years did one secured credit card take you from a 525 credit score to between 781 and 850.( excellent range). Your interest rate on your auto loan would be mid single digits if excellent. Also, if you had excellent credit you could get a new card with a very low rate and do a balance transfer.

Guest
reply icon Replying to comment of Guest-2487563

I bet the dealer conned her on the auto loan. They saw the credit card at 32% rate and told her with her “excellent ” credit they could get her a rate of 20%.

Guest

Go look at the interest rate on your car loan. Excellent credit is a score of 781- 850.(850 is the highest).

In that range a used car loan is 7.5% and new car 5.6%. It seems unlikely you were using a prepaid secured card three years ago and that raised your score from 525 to 781 or higher. If your credit is excellent you should be able to get a new card at a much lower rate and do a balance transfer.

However, you need someone to look at your accounts and an accurate score. Your info doesn’t add up.

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Tk K Dtt

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Verified Reviewer
| map-marker Lindenhurst, New York

Documents Requested

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Capital One - Documents Requested
Capital One - Documents Requested - Image 2

Hi good morning, I tried applying for a credit card but it didnt work because the email address was incorrect. I received an email to send in additional information which I did but when I called a representative told me that they didnt receive any information so they told me to email the information!

My question is how do I email the correct information and how long does it take to process! Thank you in advance!

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gary a Jpu

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Verified Reviewer

Canceled my Card

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I opened up a Capital One credit card, and everything was going well until one month when they attempted to take a payment and the money wasn't there. They never alerted me of this, and when I learned of it on my own, I went to their website and tried to pay, but their system would not let me.

They then shut my account down and stripped me of over 200,000 points that I had built up, and cancelled my access to the airport lounges, for which I paid $495 to belong. I am very disappointed in Capital One.

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User's recommendation: Heck No

Philippe T Tqv

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Verified Reviewer
| map-marker New York, New York

Legal hold by non- residential state

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Capital One - Legal hold by non- residential state

A legal hold has been placed on my account by the florida state of revenue. I am in dispute of this order, and wonder why capital one is allowing a state, that it doesn't even have banking locations at, to harass me.

The State of Maryland has declined taking up the Florida case. I am a Maryland resident, and floria does not have jurisdiction over me.

Please reply to this email or call me.

View full review

User's recommendation: Not sure, since the first time this happened, capital one at least kept $500 for me. Now they give up all of my account funds. As a creature of habit, it hard for me to give up hope on them, but unless this changes, I may get there pragmatically.

Derrick B Pvd

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Verified Reviewer
| map-marker Seattle, Washington

Horrible App & Terrible Payment System

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My Wife and I recently became Capital One Quicksilver card holders. And I've never had a Worse experience with an Awful Android App which doesn't work more then 98% of the time.

Then when I went to pay off my balance in full the first time, they blocked it and it took almost 3 weeks to resolve it. After that finally got taken care of and it was time to pay off my balance again, this time they flagged it and said it looked suspicious even though it came out of the same account as before. I made it clear this was not okay and they are going to lose my business over it. They just blew it off and didn't give a crap.

So soon as they complete their "Verification", I'm closing the account and moving on from them. Don't get Capital One...they are a complete waste of time and money.

View full review

User's recommendation: Don't Get Capital One, They will Screw You

Anonymous
map-marker Jacksonville, Florida

Customer service across-the-board is absolutely horrible. Good luck getting an answer to a simple question.

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It's never a good thing when the customer service representative just put you on hold and doesn't come back because she can't handle doing her job properly

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Patricia T Cvr

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Verified Reviewer
| map-marker Bartow, Florida

Double charged

BUDGET RENTAL double charged me. I prepaid then they charged me again...

I just want someone from capital one to question budget why they double charged me... but instead they tell me to send evidence to prove it..

I will mail what i xan out thus Monday July 22th...But can anyone ask Budget to prove why they double charged me...Been a customer for over 30 yrs. Never have i ever had such a problem

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About

Related Companies

Capital One 360, Sharebuilder, Capital One Travel, ING Direct, Chevy Chase Bank

Summary

Capital One Financial Corporation is a bank holding company headquartered in Virginia. It provides various kinds of financial services: banking, home loans, auto loans, issues credit cards (to the predatory individuals as well) and specialize in different savings products. Capital One is the winner of the Warton Infosys Business Transformation Rewards. It has one of the best innovative credit card products strategies in the US. Capital One Bank was created in 2006 after the acquisition of North Fork Bank by the corporation. Capital One is a sponsor of some football teams. The company is also represented in the UK, Canada and Spain.

Capital One reviews and complaints

Capital One is ranked 252 out of 1520 in Banks category

Area Served

USA, Worldwide, Canada, Asia

Payment Methods

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