This is the e-mail I sent the Director of Customer Experience:
Good afternoon Michael,
I find myself writing this email to you in regards to a customer experience that I think you should be aware of with your customer support. I’ll give you a short back ground on my situation because I know you are busy…In the last year I have had my mother die, my 17 year old daughter killed by a drunk driver, my marriage of 20 years destroyed and thru all of this I’m still on this planet doing the same day to day tasks as every other human being. As you can imagine I’m sometimes forgetful and my mind is not always on the “ball” so when I forget to pay a bill I get the friendly “Whoops! You’re behind by 1 payment.” Which by the way I like the reminder thanks! And then I make the payment and or both payments and everything is good again with the world.
I recently found myself able to pay off the remaining balance of the Capital One card that I currently have and visit your Online Banking website to get the current balance so as not to incur any finance charges. The online site gave me the total balance and then I made a payment of 1725.81 to bring me current as of the 29th of September. Recently (October 6th) I checked the online account and noticed a current balance of 37.23 I immediately called Online Support and got a representative that had a very heavy accent and I could not understand her so I asked to speak with her supervisor and she put on her supervisor who was rude and kept interrupting telling me he shouldn’t have to explain this to me due to the fact that I already was told by his representative (that I could not understand).Most of the info he was giving me was “techno speak” it he was hard to understand also, albeit better than the first representative I then asked to talk to his manager or to be transferred to their voice mail and apparently there is no one between this local call center supervisor and Mrs. Pike, as far as he was concerned! So there are no managers or directors just him and the President. I’m writing you this to let you know that thru all the year’s pain and anguish this is the one thing that I can do to make a difference to enlighten you on my customer experience.
Ps. please have someone contact me to pay the remaining balance of my account so I can cancel it.
Thank you, sorry for the waste of your time ….Hopefully you won’t let it be a waste!
Michael.bishop ATcapitalone.com and lynn.pikeATcapitalone.com