I am very displeased with the customer service in the rewards program. On August 30 i called to have my flight re-booked to hurricane Harvey, the Agent offered me a 17hr+ flight after i had told her i had a infant and overnight layovers weren't ideal.
She then went to say i have nothing else and i can't re-book you because your flight is not cancelled. Mind i was online seeing my flights were cancelled into and out of Houston. Also it was on the news that united had cancelled all the flights in/out of Houston. Then i asked to speak to someone else and she said to call back after i waited 1hr+ on the phone.
So then i asked to speak to a supervisor she said she was one. Well today i called to submit a complaint and i spoke to a "supervisor" and she didn't even really let me talk she straight of the bat told me that the agent knows what she is doing and so on to pretty much tell me i was wrong and she wasn't. Then she told so what do you want need help with because all i can do is "coach" her but she knows what she is doing. As a customer i felt very upset on how she made me feel like a idiot.
Also i told her i had evidence "screenshots:" of it showing my flight was cancelled and she said that didn't matter at all.
This has really left a bad taste in my mouth and not really wanting to book with capital one which is a sad thing as my miles won't be used as i had thought when i opened the account. Also i had to go with the direct airline to get my flight changed with no problem and the agent was able to see the flight that was cancelled.
Product or Service Mentioned: Capital One Customer Care.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.