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 A neglected customer... What's in my wallet?
Posted Mon October 23, 2006 3:29 pm, by Martin B. written to Capital One Financial
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In May of 2004, as a college student, I opened a Capital One credit card account with a $200 credit limit, to begin building credit history. I applied, and was approved for the card, with no history, and it was my first credit card. After having the card for some time, and making timely payments (more than the minimum due), and using the card responsibly, I decided to look at my credit reports to see how my history was coming along as I was also about to purchase a new car. I noticed that the account had never showed up on my credit bureau reports. I contacted Capital One in January of 2005 regarding the matter, and they assured me it would be corrected in thirty to ninety days. I waited three months, and purchased updated copies of my reports, and to no avail, the account still was not there. I then contacted Capital One, who confirmed all of my information for me, including my Social Security number, address, name, date of birth, and assured me it would be corrected. I waited another three months, and the issue continued. I have contacted Capital One since then an extravagant number of times about my good payment history not being reported, and each time they have assured me something would be done. They go through the same process each time, of submitting a credit bureau invesgiation, or having an Account Manager or supervisor look at my problem, and each time, I receive a letter stating it has been corrected, and wait ninety days only to find that the account still is not there. I have contacted the Credit Bureaus, who have assured me everything about me in their systems is 100% accurate. I have other accounts now, which report fine. I have also contacted Capital One requesting a credit line increase, and to lower my interest rate based on my good payment history, and they have declined to do so each time, not valuing me as a customer. The issue continues, as my Capital One account still has a low credit limit (now of $500, which was increased only because the minimum limit on their student cards were increased at the same time), and a high interest rate, and it is not reported on my credit bureau reports. I have maintained good history for Capital One for nearly 3 years now, and they have refused to treat me with the respect and value I deserve as a loyal customer, by neglecting to correct my problem, and refusing to offer anything to me to compensate me for my time and frustration. I have written a total of five letters to Capital One, all of which have gone without response. I have faxed information, including copies of my credit reports, personal information, statements, anything I could think of to assist them in rectifying my problem, all of which have been fruitless attempts, as nothing is ever accomplished. Each time I contact Capital One, I get a different associate, who seems unknowledgable or uninterested in the depth of my problem, or I get an Account Manager or Supervisor who seems to not have the autonomy or willingness to address my problem with the gravity, and focus that is needed to solve it. I was told by an associate to try applying for a new card, which I would probably be approved for because of my good payment history, and that would likely solve my problem since it was probably due to an error during the account setup process in which my account was never fowarded to the credit bureaus, and of course, I was declined. I continue to have the same card today, with a low limit, high interest rate, high fee's, and no rewards. I am considering closing the account and transferring the balance to my Citi Platinum Select Mastercard account. Based on my experience, I do not feel Capital One is a good choice for a credit card, or that they value their customers very much, or give any kind of personal attention to issues their customers may have. What's in your wallet? I wish something else...
I am so exhausted with my problem with Capital One, that I feel I am leaving out many details, which have probably been noted in the my account from the many contacts I have had with Capital One customer service, but listing all of the detail here will probably be just as useless. I have documented every phone call I have made to Capital One customer service regarding my problem, since January of 2005, with a total of 37 phone calls, 5 letters, 4 follow up calls from Supervisors, and several emails and fax correspondence, which have never accomplished anything to solve my problem.
I have since graduated from college, obtained a good job, and enjoy a substantial income. As an educated professional, who takes customer service very seriously in my line of work, I feel that understanding people and being polite is only 50% of the problem solving process. The other 50% is having the depth, and the autonomy, and the willingness to go the extra mile, the extra step to solve the customers problem. You have to deliver world class customer service, every time. Capital One has not done this for me. At most, I have been funneled through Capital One's customer service system, time and time again, only to waste my own time and efforts.
I have a hopefully, unique problem, which must require a unique solution from Capital One.
I would like Capital One to transfer the balance of my account to a new rewards (no hassle) account, with a higher credit limit and lower fees, based on my good history with Capital One, and update my credit reports to reflect the history. I do not want cash, or monetary compensation, just an apology and something from Capital One to let me know that they value me as a customer would suffice. I do not ask for anything I do not deserve.
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Okay this is on the border line of godd*** rediculous.
I requested that they add my fiance to my account as an authorized
user, just to see if my payment history would show up on hers as well,
and all they did was send ME a duplicate card.
I'm done with Crapital One.
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My limit is $500, and its a revolving trade line, it should be there.
They even say that it should, and that they report every month. There
is no dollar minimum or limit on what goes on, any company that
reports, must report accurately.
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What if your limit, or the greatest amount you averaged owing, wasn't
high enough to qualify being added to your credit report? I bet
someone here will know whether there's a certain dollar requirement.
Good luck!
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DJ
by Venice~PFB Site Moderator Thu October 26, 2006 @ 12:39 AM
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Oh. Okay.
by D J Thu October 26, 2006 @ 1:35 AM
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SHARED LETTERS 
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