Capital One Mastercard (Canada)
This is my recent experience with Capital One MasterCard (Canada).
My step father recently passed away so my mother and I were trying to close the above account. We spoke to a CapitalOne (CO) agent and was told that we should receive some paperwork in the mail within 1 week for my mother to fill out and death certificate to provide). That was 2.5 weeks ago and nothing in the mail from CO.
My mother called CO’s customer service to inquire. She ended up being passed around from agent to agent 5 times with each one promising to transfer her to an agent who can assist her. Among the excuses are: this is the US department so we’ll need to transfer you to the Canadian dept, we can’t access your account, you need to speak to an account specialist. The last transfer was eventually dropped and my mother was exactly where she started…dialing their phone number.
She informed me what happened so I decided to call on her behalf last night to help her out. To my disbelief, I went through the exact same frustrating pass-the-buck experience! Asking for the manager or supervisor yielded no result. I even spoke to the same agent twice and was promptly ‘transferred’ when I asked to speak to his manager.
So I made another attempt this morning hoping that I would be able to quickly resolve this issue. That was wishful thinking on my part. This time, I spoke to 6 CO agents and 1 supervisor, given 3 different phone numbers (supposedly to the correct department) and I’m still exactly where I started…except my patience has run out, my blood pressure is at boiling point and just plain furious!
I sincerely hope that this experience will dissuade all future customers from signing up with CO MasterCard until they get their act together. Until then, I will be spreading the word!
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
January 23rd, 2010 at 1:27 pm
My annual interest jumped from 18% to 25% without any reasons. I tried contacting customer service at toronto (1-800-481-3239) and the person i spoke to said she is transferring to a financial specialist …..I had my landline on speaker phone and it was 1 hour and 35 minutes on hold that I had to hang up. I think Capital one is the worst card and they try to suck up the money from clients. I finally had to cancel my card.
February 2nd, 2010 at 12:05 am
I just wanted to say and maybe someone could help me out on who i can contact on this subject.
long story short, Lost my job, couldn’t make a payment in 60 days now. bla bla, but
they are calling here, at first once or twice a day, Now its 4+ times a day, is there something saying they cant call this many times, they have now called today at 9pm. and thats 11pm at their head office..
February 23rd, 2010 at 12:01 pm
Capiol One said they had to make a tough decision, so they raised interest rates. I’m not sure what thier other choices were but this choice cannot benefit anyone. First off they are have alienated thier current customers. Some of these people are now screwed and will give up paying the company entirely. Then there are the people like me who will just pay them back even faster and this is where the real problems for the America Economy will start. Its called inflation. So… CONGRATS you morons at Capitol One for Destroying your company and hastening the rise of inflation. I guess if you go down its best to try and take the entire economy with you. To the people at Capitol One you are selfish even in your own personal demise. I’m paying you back now and so will many other customers. So thanks for driving up the inflation in this country your fellow patriots really needed that. In case your too stupid to know what sarcasim is too this blog might teach you. Just like an book on inflation might help you understand what happens here in the real world.
February 25th, 2010 at 5:03 pm
This Virtual Bank cannot process a basic transaction and customer service does not exist. A payment of $800.00 CASH made Oct. 5,2009 at the local CIBC was applied to the account on the billing period then on the next statement the account has a payment adjustment of $800 + $20.00 return cheque fee but the payment was made with 8 X $100.00 bills in CASH displayed on the statement stub with stamp from CIBC. The Bank researching this problem was advised the issue could only be resolved with the cardholder therefore the transaction information was forwarded to Capital One Customer Relations Attn: Payment Investigations with the CASH payment + cheque fee remaining on the account. Calls to Customer Service have not provided any solutions as they are searching for the cheque.
March 17th, 2010 at 11:41 pm
I called Capital One a few times about items on my statement. Every time they were rude beyond belief, didn’t listen to a word I said and assumed I wanted a credit increase. I never asked for it, but they kept putting words in my mouth and treated me like a total idiot when I said ‘that’s not what I am asking’. I never did get any of my questions answered. I had no choice but to cancel the card so called in and got transferred to a supervisor named John. After speaking to him, it’s clear why all the reps I spoke to were rude and lacked listening skills, this guy was worse than them all! Good riddance, Capital One is the worst card I’ve ever had and I will never go back. What a nightmare! They have no idea what customer service is.
April 15th, 2010 at 4:07 pm
I have been trying to reach Capital One Master Card now since February.
In 2009 I noted some fraud on my credit card. It dated back to the summer of 2009.
The Fraud Dept sent me some documents to fill in and sign. Upon filling those documents in I got a response saying my account was not fraudulently used by anyone.
However there was definitely fraudulent activity on the account.
I have tried to reach the fraud investigator aprox 15 times. His name is BRYANT C. and number is: 1-800-215-1921 ext 451-4833
I then was able to reach him after about 15 attempts without a call back from him.
Upon reaching him I told him who I was and my account number, he then asked me to hold and passed me off to customer service. I explained my situation to customer service and they explained I had to speak with the fraud investigator Bryant C. in which I was just speaking with.
Customer service then transferred my call to another Fraud Investigator who said I had to speak with Bryant C.
She then transferred me to Bryants extension and AGAIN I had to leave a voice mail, without a return phone call.
As you can see my patients are wearing thin and I am now leaving quite nasty messages on Bryants voice mail for a reply.
To this point some 4 months later I still have not been able to talk with anyone regarding the fraud on my account.
I am so fed up with this company and they way they have handled my fraudulent trauma that I have arranged to switch my balance to the competitor and will also look into legal action.
All calls to Bryants extention have been recorded and all I am looking for is some proper customer service.
Wow, so disappointed!!!!
Troy Miller
Former Capital One Client
Account number (removed by admin)
April 29th, 2010 at 8:31 am
I recently found out that I was the “secondary” card holder on my ex’s account. The ex stopped paying in October 2009. Capital One chose to report a R9 rating to Equifax instead of trying to contact me for payment.
After spending days trying to get through to someone who could provide me with a copy of the application form that I allegedly signed I asked the person why hadn’t their collections department try to contact me. I was told that policy is to just go by whatever information they have in their files regardless of how old it is. She also said that Capital One does not do a credit check to get updated information on the delinquent account, she tried to say that it’s up to the cardholders to update their information. In theory I agreed it’s up to the card holder but in my case I had no knowledge of the card, I hadn’t spoken to the ex in over 3 years.
But, it gets better, the ex is now denying that they had a Capital One card.
I’m now waiting for a copy of the application form that has my signature on it and other information. I’ve done some research and plan on pursuing this if it turns out that it was identity theft by the ex then I’m going to the cops and maybe even suing Capital One.
August 11th, 2010 at 6:37 pm
Well, this blog started on December 1, 2009 and today is August 11, 2010. Guess what! Capitol One is still the same. NO IMPROVEMENT in their customer service. Totally SUCKS. Actually, I applied for a card around 2 months ago. Yesterday morning, someone called from capital one and left a message to call back and left the number. Since yesterday, I have talk to 5 different agents and 1 Manager. but still the same. One point, I was told Oh, you are Canadian Customer… let me transfer you and then I waited, waited, waited and Waited….. NO ONE CAME to the LINE…. So, I do not need their Card anymore…