Consumer complaint received 2017-10-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am simply writing this complaint to let Capital One know that I will be closing all my accounts including my credit cards and auto financing with them and will be taking my business elsewhere due to extremely poor customer service from them. I already have a company lined up to take over my auto loan with a lower APR and my credit card will be paid off and closed as soon as I possibly can which will not be an issue. I have cards open with other competitors with better rates and EXTEREMELY better customer service. I filed a complained before because I was told multiple incorrect things by the foreign customer service reps who told me 1 ) That my secured card could never be unsecured. Which was a lie because my secured card was later unsecured. Then I was told 2 ) That I could get an IMMEDIATE credit limit increase. Which again was a lie because when I applied for the CLI I was told that I had to wait since the account was recently unsecured. then 3 ) That I could combine two of my cards and then get a credit limit increase. Which I stupidly listened to the foreign rep again and did that and it did not work ( stating that I had to wait after combining cards ) and caused me to close an old card and drop points on my credit report.
Even though the reps were the ones who told me to do all of these things, when the executive board called me about my complaint they basically told me it was my fault because I agreed to the terms and conditions of the card even though the reps did misinform me, there was nothing that they were going to do about it. They did not care whatsoever and they would not take ay responsibility for their poorly trained outsourced customer service reps. I spoke to a executive rep named XXXX who did not help me whatsoever with anything. She basically just recited legal jargon and told me refer to the terms and conditions and that it was my fault for listening to the reps and clicking " I agree '' on the terms. I have been with capital one for 4.5 years and now am completely ending all accounts with them. My family will also end all accounts and my friends will do so as well. This will also be posted on CFPB, the BBB website and all social media as well letting others know not to sign up with capital one because they have an F in customer service. 

I also simply asked them for a goodwill gesture of them to remove my late payments from years ago on my old account. Over 2-3 years ago I went through a lot including my brother committing suicide, my family getting evicted due to the amount of bills and also other medical issues. The card was never canceled I just had a few 30 dates and I eventually got caught all the way up. I have n't made a late payment in over 2 years and had two cards with capital one. I know for a fact that they can do goodwill deletions because they have done them for other people in the past. I do n't know if its because I am young, or if its because I am XXXX American, but they denied my claim with absolutely no remorse. Honestly I do n't even think the executive rep even put my claim in, she just told me she was going to ask her management team about it and then I called back a few days later and she said they denied it. Wow this is how they really treat customers? I definitely want nothing to do with them. I will stick with my more reputable PRIME companies like XXXX and XXXX. Capital one did absolutely nothing to try to keep me as a customer even though I was asking for small simple things! Too bad I now have to take all business elsewhere. 

Capital one please do not contact by phone or anything else. I am tired of speaking to all your non helpful representatives. Unless I receive a call from the CEO himself please do n't contact me at all. I am liable to start litigation.

Company response to consumer: Closed with explanation