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Capital One complaint: No remedy for Capital One error, Poor Communication, lack of transparency care for the customer

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Filed 6 May 2021 by Desirae

RESOLUTION:
You should absolutely restore a new 35 day window of opportunity for me to make any additional deposits to my secured credit card account. I will like this to be done to remedy this sitation for me.

REASON:
During the initial 35 days the acct was on restriction mode for verification documents needed this was blocking me from making any additional deposits – I didn’t know about this – I never received any communication via email or mail letting me know of the restriction or the reason for the restriction – I only personally found out about the block from logging into my app seeing it said restricted – on my numerous calls to your agents I was provided mis-information misled to believe that this was due to not activating the card I didn’t want to activate the card until I made the deposit as the letter indicated – This mis-information, lack of communication lack of clear transparency is what prevented me from taking action; causing delay to resolve the restriction thus making me miss the cut off timeframe (I barely found out about this 35 day timeframe on 05062021 while speaking to the Sr Acct Specialist). I was then blamed for the bank error by this Specialists which added insult to injury.

Suggestion regarding the Agents who talked with me during this situation:
You should coach them all; especially the Sr Acct Specialist. They all provided mis-information in some way their information contradicted some of the information other agents provided. I don’t know if you really do not have a remedy for this but the Sr Acct Specialist immediately put me on hold for 20 min at the beginning of our call wout ever checking back with me just to come back try to blame me for the lack of consistency that your agents had. This was so unprofessional and I felt unvalued that she did not have the desire to try to help remedy this issue at all. So, something should happen about that.

Lastly,
in the offer letter, there should be clear instructions on how to do the additional deposits there should be clear information on cut-off timeframes, how the process works, additional deposit cap, etc. or You could include a website link to a page that has the information in detail so we can know how this all works. The option was poorly explained.

Note:
I am happy to send photo proof, privately, if requested by Capital One as my photos have PII I also have the employee ID s of who I spoke with I do not plan to publicize this information.

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Discussion

1 comment

  1. Dissatisfied-Customer

    This issue was not publicized correctly.
    The issue was that I was approved for a card & sent an offer to make additional deposits to increase the credit limit. I attempted to accept the offer but was not able to make the deposit because the account was under restriction - except every time I called customer service no one ever told me this & I never received any communication in the mail or via email that this is what was going on. I didn't comprehend there was an issue until about my 4/5th call when I spoke to a representative after a whole month of calling when she explained there was a block because there needed to be some additional documents sent in for verification. She explained that I did intially send the documents in early March but because of the type of email I have this triggered the system to think the account was fraudulent. I re-sent the documents right away. She told me a supervisor could accept deposit after my account was removed from restriction status. I allowed a few days to pass before contacting then today 5/6/2021 & was transferred to a Sr Acct Specialist who immediately put me on 20 min hold to return and say over and over there was no option for me to make an additional deposit because I missed the (unspoken timeframe of 35 days) & there was nothing that could be done aside from me filing a complaint. She said she comprehends it was a bank error to inform me of the restriction, the reason of restriction, and the failure to request information but that there was nothing she could do. She further acknowledged all the times I called in to resolve the issue & was not told the reason/ or that there was an issue & she is sorry but there is nothing they can do.

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