I am a new customer with Capital One. I switched from a higher intrest credit card, trying to repair my credit. Everything was great with the last card. Credit was going up, they were just two high in fees and interest rates. Credit One sends me an offer, much cheaper rates and same day payments accepted. I was approved account opened. I recieve my first payment, go online put in my checking account information. I coppied and pasted my Account and Routing Number from my online banking. Never in the five years of having my checking account have I had any issues. About 10-Days later I recieve a letter from Capital One stating my account was invalid. I did not understand why, so I called my bank to confirm the account # on the letter sent to me by Capital One was correct. My Bank confirms the number is right. I called Capital One, told them what happend and that I called my bank to confirm my account was correct. I even asked them to double check to be sure it wasnt routing number (Which would have been copies and pasted as well). I made a second attempt to pay. They tell me on the phone everything is okay. I get yet another letter though 10-Days later stating my account is invalid again. I have no clue what is going on. I call and Capital One tells me I need to send them a certified letter from my bank with my banking info on it. I called my bank and my bank advises this is to risky, a voided check should be enough. I called Capital One a third timd. Explain the issue yet again. This is into the second month now. This time a rep puts it through and guarantees me its fine. And in fact the payment went through. I am now on my third month as a new customer with Capital One. Trying to make my payment. Now when I try to make a payment it automatically tells me online my account number is invalid again with my Checking Account. I didnt understand this as the third attempt was successful and I seen the payment taken out. I called Capital One. Fed up by this time. I get a Senior Rep on the line. Tell her this has to be fixed. She tells me there is nothing she can do. She tells me to send my payment by mail. I asked her how sending a check in the mail was going to resolve this since this is an issue with their system saying my checking account is invalid. I asked her multiple times to escalate this beyond her. She refused, said there is nothing she can do. I asked how she couldnt escalated this further when I knew she had a manager, she wasnt the CEO after all. Again absolute refusal to help, says nothing she can do. Nothing they can fix in their system. Not going do anything about it. I am dumb founded. So at this point I asked for Legal contact or a corporate address. She tells me she doesnt have such information. That I can send a letter to General Mail. At this point, I really dont know what to do. I know this harming my credit because I cant get my payment down and its $4 shy from being maxed. Which negatively impacts my credit score. Any advise would be nice.
Sorry to hear about your situation- how annoying! I've had billing issues similar to this in the past, and my experience has been that you just need to keep being persistent until you actually come across the right customer service rep who knows what they're doing and can fix the problem. Unfortunately, this can take a long time in some circumstances. In your case, this totally sounds like a computer glitch. Something in their system keeps flagging your account as invalid. Have you tried making payment over the phone to see if it goes through without a problem?
The first payment was online, the second and third payment attempt was on the phone. I have even asked if there was another payment method such as using my credit card #, and they advised their only means is by Checking Account number. At this point with them refusing to even help me its going to further harm me. My payment wont go through and they will of course send that off to credit reporting agencies and then eventually to collections. At this point I dont even have the option to pay my debt off in full to close the account. The one thing I have speculated here, and it could be just speculations. They create a payment problem, cause you to be late so they can raise the interest rate and start charging interest. (I am in a period of no interest for the first year).
I doubt Cap One is trying to create the problem on purpose (they like getting paid these days), but I can certainly understand your frustration. Have you ever been able to get a Supervisor on the line? Not a CSR or Senior rep, but an actual Supervisor that isn't a complete moron :-?
The kick back I keep getting is that there is no one beyond a Senior Rep to help, No other supervisors or managers. I work in a call center know better then this. If its a system issue, I dont expect a call center rep to be able to take care of it. But I do expect them to escalate so that it pushes to their I.T department in charge of the system to check into it. I have a vacation day next week. I am hopping by calling in at a different time I can get a different answer. I just cant believe there is no way for them to push it further then they have.
I know it's been a long time since this post, but if you're still fighting the battle, or if someone else is, here's the company info. CEO is Richard Fairbank General Counsel is John G. Finneran Address: 1680 Capital One Drive, McLean, VA 22102
