Rude Customer Service (Capital One)

Member Name: Alan

Product:	Capital One
Date:	20/02/08 (114 review reads)
Rating:

Advantages: None

Disadvantages: Terrible Service, and incompetent staff

I am an expat now living in Canada, I suffered a heart attack and could not work for 18 months. I called them and asked to settle my debt. I disposed of my cards and statements. When I called, one customer service agent could not find my details, the other found it and referred me to someone else who again could not. All from the same set of security questions !!

I replied as below. After asking my Canadian attorney and Dutch lawyer, it looks like they may be able to take a running jump for all I care.

I called yesterday, to arrange settlement of my outstanding account. I am presently living in Canada, and temporarily working on a contract in the Netherlands.

I spoke to several of your staff, and had some considerable trouble retrieving my details. Ms. Kerry CXXX retrieved them, and referred me to another number, where a Ms. Gray CXXXcould not retrieve my details given the same information. I had by then given up trying to settle my balance, but tried calling the number again.

This time my call was answered by 'Tom' CXXX, I told him I wanted to settle my balance, and could do this on 25th March when I will receive funds.

He said 'You are talking like you are doing me a favour, you have a debt' and 'You have an irresponsible attitude'. He was both rude and condescending. I believe in some respects I am doing a favour out of goodwill, as I have taken legal advice in Canada where I am now a citizen, and in the Netherlands, and the chance of recovering this debt through a Canadian or Dutch court appears to be neglible. I was thinking of doing some contract work in the UK and thought I would clear any outstanding balances. I will return to Canada on 12th May, will not return to the UK, but will attempt to pay any outstanding UK creditors before I leave.

Tom said that he would not wait until 25th March for my balance payment, and it might be referred back to a credit agency. I am happy for you to do this if you want.

It appears that Tom needs some basic lessons in Customer Service, and manners. Therefore I will give Tom the three months I believe he needs for this training and have instructed my bank to delay the payment until 25th May for my balance to be cleared. I believe this will give Tom the time he needs to think about his rudeness and send me a written apology. If this is done then the payment will be made, to account XXXXXXXX

Summary: Do not use this company