Consumer complaint received 2025-07-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
I'm sick and tired of having to call Capital One be transferred around be spoken to XXXX and there's no accountability for these agents who are on these calls and I don't know if the XXXX administration got these people thinking that they are untouchable or you know that they are him and nobody is watching or gon na hold them accountable, but I'm tired of it. I'm exhausted from colonies companies. They have all kind of ways to take our money, but they don't have any sort of ways to contact the executive office. they don't have ways to hold these representatives accountable and when they not training these people like they should the agents doing whatever the XXXX that they wan na do with no sort of consequence to their actions or behaviors and I'm tired. I called Capital One today because I wanted you guys to issue me a credit balance refund via an express method. The agent lies to me and tells me that OK great will overnight it to you and anything else? If not have a great day before we got off the phone I asked well when can I expect to get it? He talking about XXXX days then I turn around and I say well that's not overnight. that's a XXXX days delay and he's sitting here talking about like not an apology. No, not just so nonchalant. Don't give a XXXX and then turns around when I asked for a manager she is XXXX  horrible. She turns out to be sitting here don't wan na be there on a Sunday. It's very clear already wasn't helpful didn't then she tells me it's gon na be 10 days then I called back and I speak to somebody else 's name XXXX, this which I explained to the same thing to her and she's like I don't have an ability to issue a credit to you know make up for the poor experience. I don't have the ability to get this done for you even within the XXXX days that the ma originally called me and said that that's what would be and she was so unhelpful and I asked her to be an escalate this to the executive office. Oh ain't no way to do that and it's so crazy how you guys are the most innovative company when it comes to making payments and taking money and you know all of that, but when it comes time to account hold accountability or reach out to the executive office oh, you have to write in you know that's just so lazy and all of a sudden we flash it back to XXXX  you know y'all do that because you don't care and you don't want people to come in and actually have to be able to hold you all accountable and so I told her exactly what I was going to do that I would be reaching out to the CFPB to help help me get this filed and reach out to this XXXX office. I shouldn't need to do all this. This is exactly why I don't really use this. Capital One car right now because y'all also pull some other scamming XXXX where you was charging me for a service that you advertise as you guys guys were gon na pay for it for the life of the account but of course we find out that that was not the case there was no notification sent to me or anything like t you know I have been paying for it for XXXX near a year before I realized that you guys had stopped paying for it. So now I bet I hear from somebody that can actually help resolve this. Y'all need to do better and if y'all was giving them credits out when customers are calling about these experiences, you XXXX well better believe that you all would also have a way once you see the amount of money coming out from making up for bad Customerservice experiences XXXX I bet you would be on top of these training these agents and holding them accountable and making sure they given out the right information at the right time to the right customer, but they don't care because you all don't care you're not taking your job seriously or you don't know what the XXXX you're doing, and therefore that stuff is trickling down. Do better and I need somebody to reach out to me so we can figure out what's gon na be an amicable but way that we can resolve this.

Company response to consumer: Closed with explanation