Capital One Credit Treating the customer poorly is business as usual Nationwide

Capital One not unlike most large business's never fail to treat the customer poorly.

Let me explain: I cancelled a credit card recently. When the new one came I sent about an hour online trying to get into my account I called them up to learn that once you cancel a card that they make you create a new online account with a new user name, hence the wasted hour online as no one bothers to tell you that when you cancel your card.

So I spend anohter hour on the phone with capital one trying to get them to do a bank transfer for me without the $10 charge because I can not get online to do it. Then I spend more time trying to convince them that forcing me to change my long time user is not a good idea. They did not budge so I go back later and create a new user name.
time: 2 hours

I then have to manually get on the phone twice with Hughes Satellite to make sure they have the new credit card number. I don't trust them to do things right and sure enough the second call was needed as they did not have the info correct. Total time: another 1.5 hours


I notice that my bank account at Suntrust is not correct but due to the interface being so increadably bad I do not notice that the transfer to Capital One has not been made.
time: 45 minutes.

I place a small charge on the capital one card and it bounces and they call me back and I have to give them a new card to use.
time: 30 minutes.

I spend 30 minnutes trying to get into my online account. I give up trying and have to talk to 2 people to discover that the transer from the bank accoout was never made and in addition that they have charged me the standard $32 over the limit fee. They have your email and your phone number but when a transfer like this does not work they do not notify you as thier main business model is collecting over the limit fees and they seem to do what they can to insure that they collect them. If you do an online bank transfer they make sure that the probabilty of entering bad account numbers is high by making you enter the information manuualy anytime that you change the bank that you are transfering from.

After all this I still could not get online and had to call them up to see what was wrong. They assured me that nothing was wrong with my online accoount and that I should be able to get into it. I wasted another hour until the light went on im my head and remembered that they had made me change my account user name. I finally get in.
time: 2 hours.

I have 6 hours of my time wasted. Origionaly started by a poor business model that did not allow me to stop a bogus $10 charge that a vendor was threatening to charge me.Instead they force you to cancel the cared. Then they did not bother to tell me that my online account would not only be cancelled but that I would have to select a new user name, which will cost me more time in the future when I again for get that I had to change the user name that I have been using for over 10 years

Then they have a method of entering bank transfer information that encourages mistakes and when one does occur even though they have your email they do not notify you as they seem to want to create situations where they can charge $32 over the limit fees.

If you think that you can treat customers poorly. IF you can create business rules that waste cutomer time. If you can be totally inconsiderate to customers. Then you might want to consider a career with capital one. this seems like the kind of people that capital one is looking for.

Joe
Fort Myers, Florida

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