Shanita A
map-marker Newport, New Hampshire

Refund on Gap Product

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Ok, so I was owned a refund for 269 for a gap product because I paid the car note early. So I call on April 29, 2020, to see what was going on and was told that it went to the wrong account. It will take a few days to fixed and I check will be sent. So I decided just to call and see when the check was sent. They told me May 5,2020, and to wait 5 to 7 business days to receive it. It's May 20, 2020, and no check, so I called and what was done in April was done incorrectly and to fix this another 5 to 7 business day then they will send it. Really people Capital One drop the ball and I have to suffer!!!!!!
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Loss:
$270

Preferred solution: full refund and apology

User's recommendation: keep shopping aroun!!

William R Ejx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No ATM & late fee

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I started using a Capital One bank account a few years back. Since I’m now not allowed to work I can’t put cash in my account because there’s no ATM’s and I’ve now been hit with a penalty for being late on a payment, during a global pandemic.
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Loss:
$27
Pros:
  • Offers and rewards
Cons:
  • Customer service

Preferred solution: Let the company propose a solution

1 comment
Robert M Idn

They could care less do not even have a email and won't talk to me as I am his wife and not on the card. So I paid what I could but of course got slammed with two late fees more than I paid.

CeeCee V

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Verified Reviewer

UNABLE TO REACH CAPITAL ONE

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I've been trying to get through to Capital One Auto for weeks to no avail. They don't answer their phones and the automated system is useless. I have an emergency and want to defer two auto payments to the end of the loan. I need to be able to do this immediately. Can someone help me? Anybody?
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Pros:
  • Loan was easy to get
Cons:
  • There is no customer service

Preferred solution: I need to speak to a customer service agent for Capital One Auto. That is the only way to a solution.

User's recommendation: If this is Captial One's new way of doing business, I would tell all future customers to do business with another company. How can any of us survive without being able to communicate with the company who holds their auto loan?

1 comment
Guest

Oh, c'mon you selfish Jelly. You act as if YOU'RE the ONLY one trying to call in there and get business done.

This situation shows who the truly selfish and whiny people are.. IF it isn't clear to you, EVERYONE is having an emergency. Companies have to scramble to get people to work by either making them come in or come up with ways for them to work for home. It can't be easy.

From the sounds of it, you're a serial dead beat who is used to putting payments to the end of a loan. I'm sure this isn't your first "emergency." If you're having problems paying your bills, cut off whatever it is that allows you to post this banal and lame noise.

Oh, and wait for your turn...Keep trying loser. "You must work for them"

Margaret H Rab

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Verified Reviewer

Needs someone to talk good English

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I cant understand your fraud department
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Preferred solution: Let the company propose a solution

User's recommendation: Hire someone that i can understand

Anonymous
map-marker Guadalajara, Jalisco

Don’t travel while holding this card.

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Just cancelled my card. Was advised someone made a fraudulent charge and after two hours on the phone was unable to have the new card sent to my sister (Im out of the country) so I instead decided to cancel. Long story but they were easily able to cancel the card even though they would not send the new card to her without further verification, answering a text message, from me. I tried to explain that my US phone was on hold while I was out of the states and couldnt receive a text. Was willing to reply to email or have them contact me on my online account. They could not figure out how to do that.
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1 comment
Guest

Oh they could figure it out but won't for security reasons. Think on it.

If someone called and told them to send your card to a random person, you would be here whining about it. You gave an easy out. It's easier and better for them to just shut you down.

In other words, they gave you what you wanted. Be happy.

Anonymous
map-marker Cheyenne, Wyoming

Do not use the website. It is set up to make you lose your mind.

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I am too frustrated to write anything coherent.
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Anonymous
map-marker Coldbrook, Nova Scotia

When in doubt, ckeck it out..,you will be glad you did.

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I had a credit card from Capital one, I had it for about 12 yrs. one day I trier to use it at an auto repair shop but it was declined, I checked it at my bank, and food store with the same results, transaction declined. I phoned them to find out why, the person I spoke with did not know why. she did not speak English well, and I had trouble understanding much of what she said. what happened was, I was sent from one person to another, ending up right back where I started from, I never found out the reason my card was locked until after I closed my account. they told me the pin was not entered correctly. I have closed my account and have moved on with another. beware of who you trust, there's more to my experience with Capital One, but enough said. just beware of who you trust.
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Rosanne S Mpr
map-marker South Ozone Park, New York

Avoid

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Transferred money from another bank, was told I need to fax a form to add a beneficiary, What happens if I die before I can get to a fax machine, went on line, told me to download form and fax, tried calling, it's all about credit cards, can't talk to anyone, did an online chat, no one ever came on, this type of customer service is very sad
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Renika Kns

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Verified Reviewer

Their customer service sucks!

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I called to try and get a replacement check and after being hung up on and getting transferred 4 times I finally got someone to help me, but she was very hard to understand because of her accent. It would be nice if these companies hired people who were articulate and could speak so that you could understand them!!
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Pros:
  • Someone i could understand
  • Negative
Cons:
  • Access to customer service
  • Hate having to go thru multiple menus to talk to cust serv rep
Reason of review:
Poor customer service
Jayven Sev

A level of ineptitude that boggles the mind, CUSTOMER DIS-SERVICE

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Im not trying to be rude about this subject, but thier english is spotty at best and they really don't understand what I say. not only that, they seem to know nothing about whatever problem I am having, EVER!!! The only thing they know how to do is tell me "sorry sir, but we can't (help you with whatever it is you need help with) at this time, is there anything else I can help you with?". Seriously, when I asked why copies of my bank statements, SENT TO WHERE I WAS LIVING, didn't count as proof of residency (mind you, I had already the card for 2 weeks before i was told this, so even though they sent me out the card I still didn't live here?!?!) the lady repeated the SAME THING, OVER AND OVER AGAIN, until I finally had to speak with a manager. I am currently living with my mother in law until our house gets finished and so none of the bills are in my name, which I told them, and they would not work with me on ANYTHING. Finally, end of week 3, I send in the validation paperwork for an AT&T account I had to open JUST TO GET THE KIND OF PROOF CAPITOL ONE WANTED. I called up and got told the same thing and this time, I was furious!!! I told them the next step is me cancelling my account and slamming them all over the internet for thier lack of knowledge in doing their job CUSTOMER SERVICE! I've been on the phone with them for 30 mins now and have just had it!!
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Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

3 comments
Guest

First of all, when you use a "but" in a sentence, you negate everything the proceeds it, Secondly, why not just go online to the USPS site, start an account and have your mail forwarded to wherever you are? Oh nevermind, that's too easy and would make sense.

Guest
reply icon Replying to comment of Guest-1766432

very rude you

Guest
reply icon Replying to comment of Guest-1768143

So doing a simple mail forward is rude and you would prefer to waste time on a phone or a message board. OK....

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Anonymous
map-marker Edmonds, Washington

Changed credit cards with Cap One; it forgot my past excellent payment history.

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When I changed from a Professional MC after 18.5 years of an excellent relationship with Capital One to a new Venture card, Cap One didn't factor in our history when doling out Credit. They dropped my credit limit from $43,000/mo to $5,000/mo as though we had no past relationship.

Since I charge up to $15,000/mo to my credit card, including a number of automatic payments to vendors, I get frequent "card declined" messages and regular embarrassment. Until a few months ago, Cap One factored in their previous relationship with their customer when they issued a new card, but no longer do they do that, which is inexplicable to me. Why would they change such a policy? No explanation is forthcoming from Cap One after several letter/appeals to them.

Beware!! If you cancel one card in the process of applying for another card with Cap One, you will become an unknown entity without warning--forgotten in every way.

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Reason of review:
Problems with payment
2 comments
Guest

Welcome to the 21st century. No One Cares if you've been a customer for however long you think it takes for you to be "special." It means nothing....You're not dealing with old Bill down at the corner bank.

You're dealing with an entity that only cares about shareholder value. This includes offshoring jobs and vetting anyone who tries to join their programs. Something in your file no doubt told them not to take a good old fashioned handshake relationship chance with you. Stop expecting someone, anyone to tell you why.

The only people who really know are on the board of directors and the CEO. The person answering the phone/reading letters, hoping they won't lose their job on the next round of offshoring doesn't know or will not tell you if they do.

Guest

Ouch. And ouch again ; they'll post that decline in available credit to your "score" making it difiicult or impossible to find another high limit card for your use.

I had a recent experience with another company where a 44 year relationship meant nothing. I'd bet 2/3 of their employees aren't even that old.

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William Qnf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Waldorf, Maryland

Worst Customer Service Ever

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Updated by user Jun 21, 2019

After many attempts and many hours, I finally got a USA representative that understood English Perfectly. She was able to solve the problem and dispute the fraudulent charge in a matter of minutes, she froze card and has a new one on its way.

Wow, had I got a USA rep to begin with, it would have saved me a near heart attack, massive blood pressure spikes and 3 hours of my time. I lost so much time trying to deal with customer service that did not understand English, they could not even figure out how to bring up my account. It was crazy, you ask for USA rep, they put you on hold for 20 to 40 minutes, then another non-english person picks up, sorry for wait, we are still working on getting you to USA, please hold.. click they hang up, or send you back to the front of the queue with another non-english understanding person...

It was really bad, I had ten minutes to take care of this problem and it took over 3 hours. I highly recommend against Capital One Credit Cards, if your card is used fraudulently, they make it nearly impossible to dispute because they refuse to let you talk to anyone that understands English...

Really Said, bad for business, bad for customer and bad for anyone like me that owns stock in them. I am starting to understand their extremely low valuation.

Updated by user Jun 21, 2019

Finally reached a USA English Speaking Rep after 3 hours, solved problem in 3 minutes

Original review Jun 20, 2019
The force you to go through non-english speaking people, if you ask for USA, they usually put you on hold for hour or longer and then hang up on you. It is impossible to dispute a fraudulent charge, because they don't understand English, they keeps saying yes I will take care of it for you, but they never do.. They just lie and say they fixed it. I have been on hold, hung up on, and given the run around for over 3 hours now trying to dispute a charge on my credit card. It is ridiculous, I used to love Capital One, I Now Hate Capital One.
View full review
Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

8 comments
Chelsey Cbm

I have been given the run around by capital one so many times it is not even funny, they always give you non-english speaking people.. They even tried to freeze all my accounts several times, this was after they called me on a fraud charge on my account in another state on a card I had not used in over 1.5 years.

They said they were going to have to freeze all my accounts, I told them just try it and see where that gets you. Damn non-english speaking people are so annoying. I LIVE IN USA, I only know ENGLISH, I am a red white and blue patriot... I do not deal well with Capital One constantly giving me non-english speaking people.

You tell them the story, they say I understand I understand, so you want to do X when you just described Y. I said did you hear what I just said, they say YES, you want to do J, I said no i want Y...

it is just a friggin waste of my time... I will be moving to Bank Of America soon, hopefully they use English speaking reps over there.

Guest

Their fraud department sucks. We were scammed out of 9000 bucks and they did nothing.

I guess they would rather write the loss off on their taxes because we stopped paying them immediately. Take my chances with collections.

William Qnf
reply icon Replying to comment of Guest-1717880

Wow, that is absolutely horrible, mine was only a $135 scam.. first they said I had to report it to comcast, comcast said no report it to bank, bank said no report it to comcast, which I did and comcast kept pretending like they were gonna take care of it and never did.

Finally gave up on them shysters and went back to the bank to report it and was not gonna take no for an answer. I was really hoping it would be taken care of without having to get a new card, but that seemed to be the only solution. Shut the old card down and have another issued.

So much wasted time. If I had gotten someone that spoke English from the get go, it would have been taken care of in minutes instead of months and many hours wasted on the phone.

Guest

No problem... Drop C1 and go to another bank...

Wait, you say banks, cable companies and nearly everyone else in this country is outsourcing to India or the Philippines?

Look, you people who want low-cost everything asked for this. Want US based reps or anything else made here, ask to pay more for it..

William Qnf
reply icon Replying to comment of Guest-1706329

This Is American, USA.. English Only, none of this push one for English BS. Build the Dang Wall and keep the *** out.

Guest
reply icon Replying to comment of William Qnf

LOL while you're distracted by walls, the squad, and other nonsense, US companies with the full blessing of the government are outsourcing any US job not nailed down to places like India, Philippines, Slovakia(although you may not have a problem here for obvious reasons) and of course Mexico. They're doing this despite the fact that the wall builder gave them huge tax breaks...

Something the wall builder promised he would stop in 2016 Look, Big business doesn't care about YOU or your belief that agents should speak perfect English when you call in. All they know is shareholder value... They count on your ignorance and easy to distract nature to allow them to get away with this,' Thanks for playing... P,S.

Everyone who can is outsourcing to foreign call centers that have restricted screens that don't allow them to do much.

While waiting on the wall, you're going to wait on hold for an overworked, last of a dying breed Yank manning the phones here at home. Assuming this agent is really here and didn't move to one of these countries to keep their jobs..

William Qnf
reply icon Replying to comment of Guest-1721430

Outsourcing in mass for customer service started under that Corrupt Bill Clinton, he gave incentives and tax breaks to all USA companies that fired Americans and hired foreigners, friggin ridiculous.. democrat leaders constantly sell out our country to the highest bidder to make themselves rich and pretend they care about poor, when they rob them blind...

Heck look at obama care, force poor people to give mass amounts of money to the rich, by mandating they buy medical insurance they don't need, and if they choose food on the table for their family instead, democrats fined them for not handing over their food money to the rich. Sickening.

Guest
reply icon Replying to comment of William Qnf

America doesn’t have an official language. You don’t have to learn another but be mindful that they speak English just with an accent so your dumb comment made no sense.

View more comments (7)
Richard D Njb
map-marker Rahway, New Jersey

POOR customer service

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I had been a long time credit card customer who always paid my bill on time.I also has a bank account with a large balance with capital one.My credit score is and was 825. When the solicited me for their savior card i applied on line and was rejected. When I called to ask why they were unable to explain and just were not interested in me and my concern. I closed my accounts . If I am not good enough for capital one then they aren't good enough for me. They just don't care about their customers.
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Cons:
  • Horrible phone representative
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

ARG G
map-marker Glendale, California

Entire IRA vanished into thin air!

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Always liked this bank until I had to deal with their IRA department. They are either totally criminal or totally incompetent or both. They emptied my husband's IRA on August 29th, per our request, but as of today (September 20th) the money has yet to show up at its destination! Repeated attempts to handle wasted a lot of time and patience, netted many excuses but still no money. They supposedly put a stopped payment on the first check and sent another. Either has yet to arrive. Even the US post couldn't possibly have lost two different checks in a row or have taken this long to get something from Minnesota to Florida, for crying out loud. Is someone investing our money on the side for a little extra profit? How can a bank operate this way when all it actually can provide for all the money it makes is trust?
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Pros:
  • Used to like all of their services
Cons:
  • Ira department is horrific
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

Make a complaint to the Consumer Financial Protection Bureau which you can do online and upload your information or by mail. Capital One is required to give you a response which they can take up to 60 days.

They have to provide accurate information or you can use it against them.

Once the CFPB receives a response whether positive or negative they automatically close your complaint. Make sure if you do your complaint online and mark the box that you want it put on their Website.

Anonymous

Awful

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This has been happening to me. I have a TD bank credit card and have NEVER had any issues.

With capital one I had the same issue as you. I ordered a new card and the same thing happened to me as it happened to you. As soon as the rest of my pending transactions go through so I can pay what I owe them I will be taking my buisness somewhere else. Worst company ever!

And they are rude on the phone. I've been having fraud issues a lot, I've gotten 3 different credit cards by them in the last year.

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1 comment
Guest

I agree with you that customer service is horrible. You can't get a straight answer to the same question with different reps. They put you on hold while their asking other people questions as to how to answer your question.