Here's a transcript of an online chat session with "Evan".  Evan is the 5th inept Customer Service Representative I have had the pleasure of dealing with so far...and 2 of those were alleged "Senior" Account Managers.

Anyways, dig it!

Hi and welcome to our Capital One chat service! One of our Account Specialists will be right with you. Your chat may be monitored and recorded.

You are now chatting with Evan

Evan: Thank you for visiting Capital One. I'd be happy to help you with your account questions. Whom do I have the pleasure of chatting with today?

you: My name is Cory Threatt

Evan: Hello Cory.

Evan: How can I help you today?

you: I paid $76.00 on 11/2/12. My payment was kicked back due to an "invalid bank account". The checking account I ALWAYS use to pay this account ends in 5501. It is pre-populated in the bank account field when I sign in to my account online. I never have to enter any information therefore it should have gone through with no issues just like it has for the entirety of 2012 and beyond. In the letter I received telling me my payment was declined, it said the invalid bank account ends in 5770. This is NOT my bank account. I have had my bank fax a letter stating my correct account number and have had that account number confirmed by 4 customer service agents. Even the "Senior" account managers can't explain to me where the bank account ending in 5770 came from. So, my account still states past due when I have made my payment TWICE and it has been denied TWICE because of an error on your end. I've been told by "Senior" account managers that nothing can be done and there isn't anyone above a "Senior" account manager who I can speak to on the telephone. How, then, am I supposed to remedy this situation when no one seems to know what cause the problem in the first place?

Evan: In this circumstance, you would need to contact 1-800-955-7070. A Customer Service Representative is available 24 hours a day, 7 days a week and will be happy to assist you with this request.

Evan: I do apologize for giving you a number to call, however, I want to direct you to the proper department that can best assist with your concern. I really wish to help.

you: I have done that 2 times now.

you: And no one there can help me.

Evan: In order to access your account, please provide your name (exactly as it appears on your credit card), zip code, date of birth and last four digits of your Social Security number.

you: Cory Threatt, 29732, 7/16/76, ***-**-9757

Evan: To ensure I have the correct account can you please provide me with the last four digits of your Capital One account number?

you: 1108

Evan: Thank you.

you: 7712 is my other account but there is no problem with that account...and I pay it with the same checking account that I pay 1108 with every month.

Evan: Thank you for verifying that information. Bear with me for just a moment while I review the account.

you: 10-4

Evan: I can see that past due fees on your account is waived, you don't have to worry.

you: Yes but there are a few things you aren't seeing...

you: My minimum payment should be around $76.00.

you: The first "Senior" account manager told me it would not be $113 or $117, I forget which.

you: And the "Senior" account manager I spoke with yesterday told me I owed the full amount of $193.00...

you: AND...there's still the matter of where this mysterious checking account ending in 5770 came from and how it goe associated with my account.

you: *got

you: And there's till no way for me to mke a payment becaus my checking account is blocked as a valid method of payment...

Evan: Yes, your Payment Due Date is 12/03/2012 and Amount Due is $193.00.

you: ..even though I use it every month on my account ending in 7712.

you: You say my payment is $193. Will you please explain to me how you arrived at that number?

Evan: In this circumstance, you would need to contact 1-800-955-7070. A Customer Service Representative is available 24 hours a day, 7 days a week and will be happy to assist you with this request.

you: Again, I've tried that twice.

you: Now you're telling me the SAME thing every other representative is telling me. You cna't help me and you can't tell me how this situation can be fixed.

Evan: The minimum monthly payment is the amount a customer is required to pay on an outstanding balance on their credit card account. This amount appears on the monthly statement.

Evan: If the balance is less than the minimum payment floor, then the minimum payment is the same as the balance. (The minimum payment floor amount differs between accounts according to the account terms.)

Evan: If the balance is the minimum payment floor or more, then the minimum payment will be the greater of the minimum payment floor or the sum of:

Evan:  1% of the balance

Evan: + interest

Evan: + any late payment fees

Evan: + an amount equal to a full year of Membership Fees divided by 12 (for some account types)

Evan: If the account is delinquent, the minimum payment will also include any past due amount.

you: The minimum payment is calculated as 1% of the balance + interest + any fees due.

you: My minimum payment was $76.00 which I paid.

Evan: Yes, you are correct.

you: The fees were because of an error on Capital One's end yet I'm being asked to pay for tha tmistake.

you: BOTH payments I made have a confirmation number. And both were entered with a bank account number that isn't mine. That isn't my fault.

you: Bank account ending in 5770 isn't mine.

you: So, naturally, I can't pay my account with THAT account nor would I have any idea how to attempt to pay my account with a checking account that isn't mine.

Evan: Please make the payment for $193.00. The past due fee amount will be credited to your account.

you: I'm not making that payment. It isn't correct and I'm not going to be bullied into making a payment that is $117.00 more than I owe.

you: I've paid $76.00 TWICE and you guys can't process it correctly.

Evan: Please don't worry, Yes, you are correct we have receive your payment for $76.00.

you: No you haven't. At least it hasn't been credited to my account. It's been kicked back twice. I have 2 letters to prove that.

Evan: In this circumstance, you would need to contact 1-800-955-7070. A Customer Service Representative is available 24 hours a day, 7 days a week and will be happy to assist you with this request.

you: And if it has been received, why, then, are you still asking me to pay $193.00

Our chat session has ended. It’s been a pleasure helping you. Please use the Capital One chat service again soon.

Hi there. Please hold for a moment. One of our Account Specialists will be right with you.

Hi there. Please hold for a moment. One of our Account Specialists will be right with you.

You suck, Evan!


    Author

    Write something about yourself. No need to be fancy, just an overview.

    Archives

    November 2012

    Categories

    All