Complaint Review: CapitalOne HealthCare Finance

It all started in Febuary of 2006. I wanted to undergo a cosmetic procedure I had been thinking of for many years. My husband and i looked into many finacing options. We got the ones we liked and called them up for more information. After speaking with many companies we really liked CapitalOne the best. The Agent was the nicest, most helpfullest, and seemingly most knowledgable of all. (in hind sight he was simply a smooth talker telling us what we wanted to hear, to get us to sign on the dotted line).

My husband and I did not take this matter lightly, we asked all the right questions, and got all the "right answers"(little did we know they were not truthfull ones). One of biggest concerns was what if we decided to not go through with the procedure at the last minute. No problem we were assured. If you don't use the check in a certain period of time, then the check is sent back to CapitalOne. Sounds simple-does'nt it.

A couple weeks later and everything was ready to go...or so it seemed. That was when the problems started. A major problem was communication between capital one, the doctors office, and myself - the customer. In the end the lack of commuication resulted in me not been able to go in for the scheduled surgery.

And this is where it starts to get really rough.

Remember where the nice young man told us that if we don't go through with the surgery for any reason, the CapitalOne check will simply get returned to CapitalOne and all will be well. WRONG.

By June, 3 months down the line and calling CapitalOne everyday, we were still been told that CapitalOne had not recieved the check and untill they did, we will be responsible for payments on this account.

I asked repeatedly for them to place a hold or stop payment on this check for fear of this check been lost and landing up in the wrong hands. The rep i spoke with told me she would look into it for me. That was the last i heard of her. The next rep told me that was not how Capitalone did things and we were responsible for payments regardless whether we used the money or not.

One major contributing factor to all these problems was that everytime we called capital one we would always land up with a new Representative(agent), in a different city not knowing what was going on with my account. Then we would have to explain the hole story over again. I requested many times to have one person deal with my account, this was denied.

Every time we called we only got the first name of the Representative (agent), and everytime i asked them for their extension or employee number they said they did not have a specific number to identify them, but each time i called again and say for example i said i spoke with John, the rep would say "ma'm we have many John's working at capitalone, this is a big company with hundreds of employees. So I could never take any ones word that they would do something or follow up. They would simply tell me what they thought I wanted to hear to get me off the line and when I refused to take the run around i was simply disconnected, and there was not way for me to get back to the person I was just speaking with.

Another thing that was done often to get rid of me was to transfer me. In a call that lasted 30 minutes or more i could be transfer 6-8 times, and then disconnect.

So I made no progress. We went from a mild mannered me to my hysterical husband. nothing helped. Not even e-mails.

Finally i turned to the doctors office where I worked closely with the accounts manager at the doctors office. She too was recieving the royal run around from CapitalOne. She called weekly to CapitalOne only to be told each time to do something different with the check. One time she was told that all she needed to do was Write Void across the check and fax a copy into Capital one. The next week she would be told they did not recieve her fax, so she would do it again. Then they changed their tune and told her they needed physical possesion of the check, which she sent in immediatly. Then they started to tell her they had not recieved the check. This went on for 3 months. With no end in sight.

It was only when the doctors office started to make threats to advice all of their future customers to not use CapitalOne that progress started to be made.

I got an alert message placed on my account that allowed the representatives to see that there was a problem with a missing check.

Finally on June the 6th my check came into capitalones office, but i was informed it was still my reponsibility to make all payments. Because i was informed that even though they recieved the check it takes 12 weeks to process the account. Four months into this ordeal i am exhausted and scared away from any cosmetic procedure for fear of dealing with finacial instions.

If you thinking of using CapitalOne, no matter how good it sounds....DON'T. These people are coniving, liers. Go with another company and save yourself the hassle.

Oh and I am still waiting on my refund.

Amanda
not importan
U.S.A.

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