Capital One--HORRIBLE!!!!!!!!!!!!

I emailed this to r Email User and it was not returned. I also emailed this to Va's state attorney general. I live in Va and Capital One is based in Va.

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Dear Mr. Fairbank,

As CEO of Capital One I hope you are really reading this. It is up to you to change the direction your business is headed.

I have had not one--but two very upsetting experiences with your collections division. Upsetting because in NEITHER case was I overdue--in fact my accounts are usually paid in full(as in my credit card) or in case of the loan--more than the main payment is always made. Yet--I was subject to harassing calls, from India no less, that occurred every fifteen minutes until I paid for Capital One's mistake.

The first time was last fall when Capital One lost my September loan payment. Yes--I have the canceled check to prove it was paid, on time. Yet I was harassed until I paid this amount again immediately over the phone. I only did this to stop the calls every fifteen minutes---assuming you would refund the overpayment. of course that never happened. I tried to forget about that--hoping it was a one time mistake.

Well, now it happened again--and this time I am complaining to you, to our state's attorney general, listing my complaint on complaints.com, and pursuing this with my attorney.

This time a loan balance was transferred as Capital One created a new higher loan for me. Capital One transferred all but 4.00 leaving the old account open and then stating it was delinquent. It took numerous phonecalls to solve this---hours of time on the phone and extreme stress from the harassing calls that came again every fifteen minutes. I was doing all this for YOUR 4.00 mistake. I was transferred back and forth between the collection, loan, and even the credit card division(even thought this was not a credit card issue.)Many of the calls were from India, with the people lying point blank and telling me they were from Richmond. I state this because they were the worst--they could not understand the problem, much less solve it, release their names, or transfer me to a supervisor. I could not get someone to simply transfer the 4.00 and close the account. I had to pay $10.00 by check, with the "assurance" they will close the account. Unfortunately I do not trust the process at all.

I finally spoke with an American this morning, Cameron, in Buffalo who took the 10.00 payment. (Which I should not have had to do but again did just to stop the harassment.) He was the only person--of at least six that I spoke with since last night who would even listen to the situation and admit an error. He at least waived the "late" fee. I asked for a formal letter stating he was closing the old account and that I was not delinquent. He stated they only have template letters so he could not do that.

Mr. Fairbank, your company has NUMEROUS complaints. If you want to improve service you could 1) Actually let the collection people listen to and solve some issues. Some issues are not the consumer's fault--they are Capital One's. 2) Stop the outsourcing to India. It is hard to understand many of these people and they are the worst in service for the reasons I listed above. 3) Reorganize your customer service structure. There is no excuse for all the back and forth transferring that occurs. 4) Stop all harassing collection behavior immediately. This is wrong in all cases--but when it occurs with a timely customer such as myself you lose me immediately. I am now cashing in my credit card miles and then will close that account.

Calling every fifteen minutes--wether it be by remote dial up or not is harassment. Telling your customer after they ask for no more calls--such as I did --that "You will call as much as you want because I am delinquent" is harassment. Not releasing an employee name is harassment. Actually making me pay more than I should, as you did in both cases, is illegal.

I am asking for this 1) A formal letter of apology, from you, for both incidents that have occurred. 2) In the letter please state that the old loan account (ending in ----) was closed and that I was never delinquent. Please state this was Capital One's error. (My new account ends in ----) 3) Please offer me some form of compensation for the grief this has caused. I have a business that I run, am heading more than one non profit board, am active in community politics, and have a senior starting college and a six year old with Down Syndrome who needs extra time. The time you have wasted with these errors is very precious to me. Very. I ask you to imaging harassing phone calls every fifteen minutes, even though you did nothing wrong, and try to explain how you did nothing wrong. Just imagine. That is stress I cannot describe.

Sincerely,

Greta

Comment On This

Capitol One is also harassing me. I know I am past due. I called and made arrangements to make 2 payments a month on a hardship case because I lost my job due to a layoff. Yet within 24 hours of making the payment that I promised you are calling me wanting the past due amount. You get some idiot who can't speak english, much less understand it who says that as long as the account is past due you will continue calling, I will continue to not answer or pick up and slam down the phone. No wonder the interent is full of complaints about capitol one, your practices and oh my goodness, you are not a member of the BBB. Now ain't that a surprise. Here's another thoguht. All of my other creditors that I called an explained the situation to are accepting my payments, do not call and harass me. Have you no clue about the economy and the unemplyment rate. I can tell you this. Having a roof over my head and food in my belly is more important than a 800.00 credit card bill, whcih it would not be if you would stop with the damn fees