I sent Capital One a PFB request at about 3:30PM today and I received a call from Mr. Cooke about 2 hours or so later! I was amazed. Not only was I was promptly contacted, but I was promptly taken care of as well. All it takes is asking sometimes. Thank You Mr. Cooke. You do Capital One and their customer's a huge service! -Peace, Dave
Nave - you should send off a commendation via PFB - his service is appreciated by the public - he represents Cap One so well! Best regards nave - dogman
Yes I will. I actually told him I would at the end of the call. His reaction seemed to suggest it may be seen by his superiors, or at least someone at Cap One would see it, so I will do exactly that. I feel he deserves it, and it IS the truth. Best to you too! -Peace, Dave
www.planetfeedback.com check it out - some companies use it as a tool - like Cap One. Some companies ignore it - good site. best regards - dogman
Dog, I posted to the shared letters but I guess it takes some time to actually make the list...so I could not link to my letter, but here is a copy of what I sent them...I hope one of his superiors actually gets this stuff...keep in mind PlanetFeedback makes it easy to overstate things making it sound "a bit much"...but I removed most of the "extra" adjectives they add and here is what I sent anyway: --------------------------------------------------------- May 1, 2002 Richard D Fairbank, CEO Capital One Financial Dear Mr. Fairbank, Today there seems to be more and more reasons to send complaint letters to banks concerning credit cards. When one actually exceeds my expectations, as yours did recently, I feel it necessary to pass along some well-deserved recognition and gratitude. I have had a Capital One card for over a year now and I am continually more impressed with the level of service that I am treated with by your customer relations team, in particular Mr. Eugene Cooke. Today I sent a letter to Capital One through PlanetFeedback.com, and was a bit surprised when I received a call from Mr. Cooke within only a matter of hours. I had expected to be contacted but not until later on this week. Not only was the call prompt, but Mr. Cooke was courteous and very helpful with my situation. He offered several ways that my account could be structured, until it was tailored to just my needs. I have had many competing offers for Credit Cards, which actually prompted my contacting him in the first place. After receiving the attention given by Mr. Cooke and feeling like I have been given the extra attention I deserve as a loyal Capital One customer, I find it easy to smile and shred those other applications. I've always been happy with the service I've received from Capital One, and it is because of this that I will definitely recommend Capital One's services to others. Mr. Cooke's effort should be congratulated, he is an asset to your company. Thank You for taking a bit more care than the rest...it really does matter. Sincerely, Nave
That was great - and well done. LOL - I know what you mean about dumping some of the hundreds of adjectives imposed in the PFB drafts... aarrfff - dogman
I fill in the blanks with random characters when I use PFB, then delete all of the text in their generated letter and go from scratch.
I've been thinking tonight of closing Capital One though. They've been great to work with but after more than three years my credit line is only $1,050. I just got a great balance transfer offer from them and the APR is OK, but my next lowest limit is almost three times higher than Capital One has given me. Add to this the fact that they do not report the credit limit and the Capital One card is beginning to look more and more useless.
Well, I just got off the phone with Mr. Cooke. He answered my PFB I sent yesterday afternoon. He gave me a $700 increase and an upgrade to a "gold" MasterCard. $700 is the best increase I've ever received from Capital One -- usually I've had $300 increases. At $1,750 Capital One will still be my smallest credit line but I guess since I'm seeing a better trend I'll keep the account. I've usually dealt with Mr. Miller about my account. He'd always been very nice to deal with and Mr. Cooke was very cordial. They really have a classy operation there at Capital One.
