CapitalOne 360 Bank: Capital One Financial Corporation Richard Fairbank, CEO Unreasonable, abusive rip off tactics, McLean Virginia

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Welcome to our Capital One chat service! One of our Account Specialists will be right with you. This chat will be monitored and recorded.

Hi, this is Malman. Whom do I have the pleasure of chatting with today?

you: Hi This is Sonia H L

Malman: Hello Sonia.

Malman: How may I assist you today?

you: Someone call me stating that they had not received a payment this month and I see from my ALLY Bank Bill Pay that you were paid:

you: Payment Details Status: Paid Payee: MasterCard Payment Amount: $75.00 Payment Account: xxxx0128 Scheduled Delivery Date: 02/03/2014 Frequency: One-Time Payment Payment Tracking Information Payment Initiated: 01/23/2014 10:52 AM PST Payment Channel: Online Payment Sent (estimated): 01/31/2014 04:33 PM PST Scheduled Delivery Date: 02/03/2014 Bill Pay Reference #: SUCT55VWJU Am I being scammed by someone?

Malman: I apologize for any confusion or inconvenience this may have caused.

Malman: Sure, I will be glad to check that information for you.

Malman: In order to access your account, please provide your name (exactly as it appears on your credit card), zip code, date of birth and last four digits of your Social Security number.

you: Also, on 01/23/2014 Household - XXXX... Capital One 360, Ch... Completed $75.00

Malman: I haven't heard from you for a few moments. Are you still with me?

you: There was a transfer to my Checking account for $75 on that account! What the heck is going on? Either somebody does not have a clue what they are doing or there is a scam artist out there trying to bully me out of more money. You need to do an internal investigation. Because you have been paid on both accounts. The next payments will go out next week after I get paid. This an annoyance that I don't appreciate!

Malman: In order to access your account, please provide your name (exactly as it appears on your credit card), zip code, date of birth and last four digits of your Social Security number.

Malman: I apologize for any confusion or inconvenience this may have caused.

you: Sonia E H, xxxxx, /xx/xxxx, xxxx

Malman: To ensure I have the correct account can you please provide me with the last four digits of your Capital One account number?

you: I paid both accounts way before the due date!

Malman: Sure, I will be glad to check that information for you.

Malman: To ensure I have the correct account can you please provide me with the last four digits of your Capital One account number?

you: 2750

Malman: Thank you for verifying that information. Bear with me for just a moment while I review the account.

you: Mastercard acct: ending 4523

Malman: One moment please while I review your account.

Malman: Thank you for waiting. I have some information for you.

Malman: Sonia, after reviewing your account, I see that for the due date of 03/13/2014, your current amount due is $25.00.

Malman: I haven't heard from you for a few moments. Are you still with me?

Malman: I see that you are currently typing. I just wanted to let you know that I am here and happy to be of assistance when you are ready.

you: I dont see the payment for FEB posted on my account information? Where is it. I actually paid it on 1/23/2014, so it was paid early and more than the minimum. Also, on 01/23/2014 Household - XXXX... Capital One 360, Ch... Completed $75.00 Payment Details Status: Paid Payee: MasterCard Payment Amount: $75.00 Payment Account: xxxx0128 Scheduled Delivery Date: 02/03/2014 Frequency: One-Time Payment Payment Tracking Information Payment Initiated: 01/23/2014 10:52 AM PST Payment Channel: Online Payment Sent (estimated): 01/31/2014 04:33 PM PST Scheduled Delivery Date: 02/03/2014 Bill Pay Reference #: SUCT55VWJU Please check out this payment!

Malman: One moment please while I review your account.

you: I do my best to be responsible and pay my bills in a timely manner. What really gets me is when I have to do someone else's job and I don't get paid for it! I thak you for your help, but what the heck happened to my payment?! I always try to send more than the minimum amount.

Malman: Sonia, just to confirm, are you referring to the payment of $75.00,which is made on 02/01/2014.?

you: Yes

Malman: Sonia, not to worry, we have already received a payment of $75.00.

you: In Jan you received a $600 payment. on 6 Jan via online through Ally Bank. So where is the delinquency?

Malman: Sonia, after reviewing your account, I see that you have made a payment on your account before the statement date.

Malman: Any payment made before the cycle closing date gets applied to the same billing cycle.

Malman: I see that you are currently typing. I just wanted to let you know that I am here and happy to be of assistance when you are ready.

you: You will get the March payment ahead of the due date. So why is someone calling and harassing me about a missing payment? You have a scam artist somewhere in your company and you need to root them out! If the due date is the 13th of the month, and my payments arive on the 3rd or the 1st of the month, it should go to that payment due date. Not the month before. You make people crazy with this BS!

you: I did not pay anything before the close of the billing cycle.

Malman: I definitely know that can be frustrating and I completely understand how you feel.

you: Please get this straightened out. The fault is NOT mine, it is your silly bank policies!

Malman: Sure, not to worry.

Malman: However, for the due date of 03/13/2014, your current amount due is $25.00.

you: The $600 was posted to my account on Jan 10 2014, so why does that not count for Jan 2014? Please explain the logic behind that 3 days before the due date, should not penalize me. There should be NO PROBLEM whatsoever here!

you: You received timely payments for both Jan and Feb 2014!

you: you will get the March payment on or about 1 March 2014, or a day or two later. What is the problem with that?

you: Today is Feb 21! The bill is not due yet!

Malman: Sonia, let me explain this to you.

you: I have not received that bill in the mail yet! What the heck are you people doing?

Malman: The payment which you made on 02/01/2014 had posted to your last statement.

Malman: I see your last statement was generated on 02/16/2014, you will receive the statement after 11 days in mail from the date of generation.

Malman: However, you can view your statement online anytime.

Malman: I see your next payment is due on 03/13/2014.

you: So FIX that! Why was it posted to the Jan statement when the payment was clearly made on 1 Feb! You can fix this. Besides that, it was for 3 times what the minimum required! This is totally stupid on the banks part. Fix the payment, now or I will be contacting the CEO of your bank and then I will get this straightened out.! So fix the payment posting to the FEB statement, Jesus you get paid early and you get more than required and you STILL complain?! What kind of operation do you have there? This is totally ridiculous!

Malman: I completely understand your concern.

you: I will send this entire transcript that so far you have not provided a reasonable solution to this problem. What pea witted moron designed your system. It makes no logical sense.

you: Get a supervisor, manage that has authority to correct your bank's error a get this fixed, NOW!

Malman: Thank you for your patience.

Malman: At this time, I would need to transfer you to my supervisor who would be more than happy to assist you with your request.

Malman: Please bear with me for just a moment.

Please wait while I transfer the chat to the appropriate group.

Hello, my name is Tyler and I am an account supervisor. Please feel free to share any additional details about your situation while I review your previous transcript. This should only take a moment.

you: I am sending this entire transcript to Richard D. Fairbank, your CEO. I paid you in Jan, I paid you in Feb and you are harassing me for a missed payment?! Hello, Tyler, the problem is that your bank can't post payments to the correct month. You need to fix this NOW!

Tyler: Hello Sonia.

Tyler: Please accept my apologies for any inconvenience caused. Just a moment while I review your account and help you.

you: Also, any additional fees need to be reversed!

you: Appologies, are not enough, I want the payment posted to the correct month, Jan for Jan and Feb for Feb. Simple really!

Tyler: I'll certainly check on all your concerns today and will help you in best possible way.

you: You check the date you received the payment and post the payment to that months due amount, the the previous month.

you: The best way is the fix the payment posting date!

you: I am already spenind over an hour on this blunder and no one is PAYING ME!

you: SPENDING MY time on this is a total waste and I feel free to bill YOUR bank for my consulting services! I charge $250 per hour! Now are you ready to fix this mess?

you: I have no problem in sending a bill to Mr. Fairbank.

Tyler: Thank you so much for sharing the informations, Sonia. I have reviewed your account and I see that the last payment received was for $75.00 on  02/01/2014. Rest assured you are not late on your account and there are no extra fees on your account which can be reversed.

Tyler: Your statement was generated on 01/16/2014 and the payment was supposed to be paid by 02/13/2014, so your payment of $75.00 posted on 02/01/2014 which is ontime payment.

Tyler: Yes, we faced a downtime where we contacted our customers regarding the payment, since you have made the payment ontime you can ignore that call.

Tyler: We want our calls to display as Capital One on caller id and that’s the way they are programmed. However, some local phone exchanges may display our number differently. This is beyond our control, and we want our cardholders to be aware of that potential occurrence.

you: So why is someone calling me stating that my account payment is overdue? You need to complete an internal investigation as someone is scamming your customers! So you are telling me there is NO Problem with my account? Is that correct? So this was a total waste of my time?

you: you need to do something nice for your customers that got bothered needlessly re this. Maybe a gift card of somekind......

Tyler: We are aware of the problem and we are trying to fix this issue as soon as possible. Your account is completely fine and the only payment remaining is on 03/13/2014 which for the statement of 02/16/2014.

you: So this was all "Much Ado about Nothing"! Bye!