- Report: #177126
Complaint Review: Capital One - McLean Virginia
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Capital One
1680 Capital One Drive McLean, 22102 Virginia, U.S.A.
Phone:
703-720-1000
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Capital One ripoff, Interest Increase, Can't Cancel McLean Virginia
*UPDATE EX-employee responds: $59 AMF is valid
*Author of original report: Give me a break!
*Consumer Comment: So much for being helpful
*Consumer Comment: So much for being helpful
*Consumer Comment: So much for being helpful
*Consumer Comment: One last thing........
*Consumer Comment: The default interest rate
*Consumer Suggestion: Capitol One Did The Same Thing To Me
*Author of original report: Oh, and Elizabeth?
*Consumer Comment: I work where?
*Consumer Comment: She Says It In Her Job
*Consumer Comment: A slight inconsistency...
Attention Capital One cardholders: If you received a brochure saying that the APR will be increased in March 2006 with instructions to opt-out and cancel your account, PLEASE be vigilant and follow-up!
In January 2006, I received a brochure from Capital One, with whom I have a MasterCard, with a very low limit ($300.) The brochure explained that the default APR is being raised to 19.9% PLUS prime. The brochure informs me that these changes are NOT based on my accounty history or behavior. There are detailed instructions to opt-out, or decline the change of terms and cancel your account. The brochure states that if you do so, you have 12 months to pay off the balance AT your account terms.
On January 31, 2006 at 7:45 AM, I called the automated opt-out system at 1-800-213-5137, and went through the decline & cancel process. I destroyed the credit card at this time.
On 2/16/2006, I logged on to the Capital One website to make a payment on the closed account. I was astounded to find a $59 annual member fee was charged to the account on 02/14/2006, a full two weeks AFTER I cancelled the account. I immediately filed an online dispute of the charge.
On 2/20/2006, I checked the website to see if the charge had been removed. It had not. So I called the company's toll free customer relations number (1-800-955-7070). What a joke! First, I went through this long explanation of why I did not have the entire account number (account cancelled, card destroyed), only the last 4-digits. The first operator said she would transfer me to someone who could help.
I was transferred to someone named JENNIFER, who immediately pissed me off by greeting me with, "I understand you'd like to make a payment." I explained the entire situation to this second person. She told me my account was NOT cancelled, and she couldn't remove the $59 charge. She asked if I wanted to cancel the account today and if I understood that I wouldn't be able to make any charges to the account if I cancelled it. I told her I *had* cancelled the account pursuant to the delcine of terms, and I asked to speak to her supervisor.
After placing my call on hold for about 7 minutes, JENNIFER came back and told me that she couldn't remove the charge. I repeated that I wanted to speak to her supervisor. JENNIFER advised that her *supervisor* told her to relay that information to me and transfer me to someone who could help me. After some snotty arguing, she transferred me BACK to Customer Relations.
This time, I spoke with JOSH, Operator ID "AVT8", who advised me that my account was showing as cancelled on 02/20. I reminded him that that is TODAY'S date, and inquired about my called to the automated opt-out on January 31. He has no record of my call to that system. He did assure me that he had reversed the $59 member fee. I stated that I was uncomfortable with this status; that I wanted assurance that my account would be cancelled per the terms of the opt-out, including NO increase to the interest rate in March, as I intended when I called on January 31. He tried to reassure me that it would be fine because I had operator ID. I disagreed and requested to speak to a supervisor.
The supervisor, OMAR, was even *less* interested in my concerns. He stated that he had no record that I had called the automated opt-out on January 31. And further, that if I didn't break any rules while paying off the credit card, the interest rate would not increase.
I continued to argue about this point; I wanted assurance that my account would show that *I* cancelled it because I declined the change in terms. He refused to acknowledge this. I even described to him some of the questions I answered as part of the automated opt-out. He was uninterested. I asked him if I should call the automated opt-out a SECOND time. He said yes (I suspect this was an effort to get rid of me!)
At this point, I was completely frustrated, and called the automated system 1-800-213-5137 at 8:22 AM. It was, in fact, the same process I had done on January 31. After I entered the last 10-digits of the Capital One account number to identify myself... the automated attendant informed me that "we have already received your request" and advised me to "please call the phone number on the back of your Capital One credit card". The automated attendant disconnected me at 8:25 AM.
I am still uncomfortable with this. I am suspicious of Capital One and its denial that I previously cancelled the account pursuant to THEIR instructions to opt-out of the outrageous interest increase. Are Capital One really THAT disorganized? Or is something more sinister, that Capital One is purposely not finding any record of cancellation so they can raise the interest rate to 26.9% and bilk their customer out of a few more hard-earned dollars?!
I have sent a certified letter outlining above details to Capital One and will continue to monitor my account on a weekly basis until 1) Capital One refunds the $59 member fee charged two weeks after account cancellation and 2) Capital One acknowledges that I cancelled the account per its instructions by declining to accept the change in terms.
Suzanne
Brookfield, Illinois
U.S.A.
Click here to read other Rip Off Reports on Capital ONE
CLICK HERE to read about Credit Card Scams... find out how to get your money back. Consumer makes harsh but accurate statements. *Rip-off Report Investigation follow-up provides valuable information.
In January 2006, I received a brochure from Capital One, with whom I have a MasterCard, with a very low limit ($300.) The brochure explained that the default APR is being raised to 19.9% PLUS prime. The brochure informs me that these changes are NOT based on my accounty history or behavior. There are detailed instructions to opt-out, or decline the change of terms and cancel your account. The brochure states that if you do so, you have 12 months to pay off the balance AT your account terms.
On January 31, 2006 at 7:45 AM, I called the automated opt-out system at 1-800-213-5137, and went through the decline & cancel process. I destroyed the credit card at this time.
On 2/16/2006, I logged on to the Capital One website to make a payment on the closed account. I was astounded to find a $59 annual member fee was charged to the account on 02/14/2006, a full two weeks AFTER I cancelled the account. I immediately filed an online dispute of the charge.
On 2/20/2006, I checked the website to see if the charge had been removed. It had not. So I called the company's toll free customer relations number (1-800-955-7070). What a joke! First, I went through this long explanation of why I did not have the entire account number (account cancelled, card destroyed), only the last 4-digits. The first operator said she would transfer me to someone who could help.
I was transferred to someone named JENNIFER, who immediately pissed me off by greeting me with, "I understand you'd like to make a payment." I explained the entire situation to this second person. She told me my account was NOT cancelled, and she couldn't remove the $59 charge. She asked if I wanted to cancel the account today and if I understood that I wouldn't be able to make any charges to the account if I cancelled it. I told her I *had* cancelled the account pursuant to the delcine of terms, and I asked to speak to her supervisor.
After placing my call on hold for about 7 minutes, JENNIFER came back and told me that she couldn't remove the charge. I repeated that I wanted to speak to her supervisor. JENNIFER advised that her *supervisor* told her to relay that information to me and transfer me to someone who could help me. After some snotty arguing, she transferred me BACK to Customer Relations.
This time, I spoke with JOSH, Operator ID "AVT8", who advised me that my account was showing as cancelled on 02/20. I reminded him that that is TODAY'S date, and inquired about my called to the automated opt-out on January 31. He has no record of my call to that system. He did assure me that he had reversed the $59 member fee. I stated that I was uncomfortable with this status; that I wanted assurance that my account would be cancelled per the terms of the opt-out, including NO increase to the interest rate in March, as I intended when I called on January 31. He tried to reassure me that it would be fine because I had operator ID. I disagreed and requested to speak to a supervisor.
The supervisor, OMAR, was even *less* interested in my concerns. He stated that he had no record that I had called the automated opt-out on January 31. And further, that if I didn't break any rules while paying off the credit card, the interest rate would not increase.
I continued to argue about this point; I wanted assurance that my account would show that *I* cancelled it because I declined the change in terms. He refused to acknowledge this. I even described to him some of the questions I answered as part of the automated opt-out. He was uninterested. I asked him if I should call the automated opt-out a SECOND time. He said yes (I suspect this was an effort to get rid of me!)
At this point, I was completely frustrated, and called the automated system 1-800-213-5137 at 8:22 AM. It was, in fact, the same process I had done on January 31. After I entered the last 10-digits of the Capital One account number to identify myself... the automated attendant informed me that "we have already received your request" and advised me to "please call the phone number on the back of your Capital One credit card". The automated attendant disconnected me at 8:25 AM.
I am still uncomfortable with this. I am suspicious of Capital One and its denial that I previously cancelled the account pursuant to THEIR instructions to opt-out of the outrageous interest increase. Are Capital One really THAT disorganized? Or is something more sinister, that Capital One is purposely not finding any record of cancellation so they can raise the interest rate to 26.9% and bilk their customer out of a few more hard-earned dollars?!
I have sent a certified letter outlining above details to Capital One and will continue to monitor my account on a weekly basis until 1) Capital One refunds the $59 member fee charged two weeks after account cancellation and 2) Capital One acknowledges that I cancelled the account per its instructions by declining to accept the change in terms.
Suzanne
Brookfield, Illinois
U.S.A.
Click here to read other Rip Off Reports on Capital ONE
CLICK HERE to read about Credit Card Scams... find out how to get your money back. Consumer makes harsh but accurate statements. *Rip-off Report Investigation follow-up provides valuable information.
12 Updates & Rebuttals
Julie
Cranston,Rhode Island,
U.S.A.
A slight inconsistency...
#2Consumer Comment
Tue, February 28, 2006
You stated in the original posting: "On 2/16/2006, I logged on to the Capital One website to make a payment on the closed account" Then, in your last rebuttal, you stated that the card was paid off. Depending on which one is true, this will affect the $59 annual fee. That fee is valid for anyone with a balance on the card, therefore they were correct in sending it to you while still owing money. There is a lot of fine print that goes into signing up for a credit card. While I am no fan of "big business", I think it was fortunate that they gave you the option to opt-out, and kudos to you for actually going through with that in a timely manner (being absent-minded myself, I would have forgotten and ultimately cost myself money). Anyway, back to my original question, how could the account have been paid off if you logged on to make a payment? That would be, in my opinion, the only way you'd have account access in the first place. If the card was paid off, then the account would be "closed" and therefore you wouldn't be able to access the account. I may be wrong on that, but that whole part of the story doesn't quite add up to me. Please inform me if I am incorrect. Thanks!
Buddy
Eureka,California,
U.S.A.
She Says It In Her Job
#3Consumer Comment
Mon, February 27, 2006
You don't understand. Suzanne said "please drive thru" as an automatic response. That's what she says 100 times per day at her job as a window clerk at a drive-thru fast food joint.
Elizabeth
Saint Charles,Missouri,
U.S.A.
I work where?
#4Consumer Comment
Mon, February 27, 2006
I work for Capital One? Hmmmm, I'll have to put that former employer on my resume. Thanks for filling me in on my past employment. And when you put something out on the web you will get comments from ANYONE who chooses to comment, even (gasp) people like ME. And "thank you please drive through"? Are you still in high school or what?
Suzanne
Brookfield,Illinois,
U.S.A.
Oh, and Elizabeth?
#5Author of original report
Mon, February 27, 2006
I wasn't ASKING for advice from former Capital One employees, nor was I posting this information for comments from people like you. I have CLOSED the account and PAID IT OFF. I posted this information so that it might help another person who finds themselves in the Capital One scam labyrinth. Thank you. Please drive through.
Buddy
Eureka,California,
U.S.A.
Capitol One Did The Same Thing To Me
#6Consumer Suggestion
Mon, February 27, 2006
Your account cannot be considered "CLOSED" until you have paid it off. I don't know what they use the annual fee for (in my case, I was charged $6.00 a month for my fee), but your account is still "open" until you pay it off. It is just "closed" in the sense that you won't be using it anymore. Please don't be nasty to people who try to give you legitimate information. Pay off the card and you won't be charged $59 again next year. Also, I overpaid my last payment, and Capitol One actually sent me a refund check in about 10 days.
Cyn
Port Orchard,Washington,
U.S.A.
The default interest rate
#7Consumer Comment
Mon, February 27, 2006
The default interest rate is not the regular interest rate on your account. It's the rate you pay if you "default", that is, if you're late or miss a payment, or however they define it.
Elizabeth
Saint Charles,Missouri,
U.S.A.
One last thing........
#8Consumer Comment
Mon, February 27, 2006
Oh, and Suzanne? If you don't want people in your business then don't post your problems on the WORLD WIDE WEB. Can't exactly tell folks to butt out when you put it out there for all of us to see and comment on.
Elizabeth
Saint Charles,Missouri,
U.S.A.
So much for being helpful
#9Consumer Comment
Mon, February 27, 2006
Suzanne, Your response to Jennifer was both rude and incorrect. Jennifer was explaining to you something you apparently don't understand and while she typed it so that anyone would be able to understand you just don't seem to get it. Your account cannot be closed until it has a zero balance. I think I put that so that you can understand it but just in case I didn't let me try again. When you have paid off your card your account will be closed. Get it? Jennifer was trying to be helpful and explain how a credit card works since you apparently don't know. While your terms may stay the same since you opted out, your account is still considered open until the balance is paid in full. Doesn't matter if you have sympathy for Capital One or not, they still have to deal with you until the bill is paid off. And for that, I have sympathy for Capital One. Suzanne, I understand you are irritated and frustrated with Capital One however it is not Jennifer's fault. She was only trying to be helpful to you and your anger and bitterness is uncalled for.
Elizabeth
Saint Charles,Missouri,
U.S.A.
So much for being helpful
#10Consumer Comment
Mon, February 27, 2006
Suzanne, Your response to Jennifer was both rude and incorrect. Jennifer was explaining to you something you apparently don't understand and while she typed it so that anyone would be able to understand you just don't seem to get it. Your account cannot be closed until it has a zero balance. I think I put that so that you can understand it but just in case I didn't let me try again. When you have paid off your card your account will be closed. Get it? Jennifer was trying to be helpful and explain how a credit card works since you apparently don't know. While your terms may stay the same since you opted out, your account is still considered open until the balance is paid in full. Doesn't matter if you have sympathy for Capital One or not, they still have to deal with you until the bill is paid off. And for that, I have sympathy for Capital One. Suzanne, I understand you are irritated and frustrated with Capital One however it is not Jennifer's fault. She was only trying to be helpful to you and your anger and bitterness is uncalled for.
Elizabeth
Saint Charles,Missouri,
U.S.A.
So much for being helpful
#11Consumer Comment
Mon, February 27, 2006
Suzanne, Your response to Jennifer was both rude and incorrect. Jennifer was explaining to you something you apparently don't understand and while she typed it so that anyone would be able to understand you just don't seem to get it. Your account cannot be closed until it has a zero balance. I think I put that so that you can understand it but just in case I didn't let me try again. When you have paid off your card your account will be closed. Get it? Jennifer was trying to be helpful and explain how a credit card works since you apparently don't know. While your terms may stay the same since you opted out, your account is still considered open until the balance is paid in full. Doesn't matter if you have sympathy for Capital One or not, they still have to deal with you until the bill is paid off. And for that, I have sympathy for Capital One. Suzanne, I understand you are irritated and frustrated with Capital One however it is not Jennifer's fault. She was only trying to be helpful to you and your anger and bitterness is uncalled for.
Suzanne
Brookfield,Illinois,
U.S.A.
Give me a break!
#12Author of original report
Mon, February 27, 2006
Forgive me for not having any pity for Capital One and the cost of running its business! Second, you obviously did not read my post, Jennifer. I cancelled in accordance with the terms outlined by CAPITAL ONE to opt out of the change in terms. The account is NOT open. Please mind your own business if you have nothing constructive to add.
Jennifer
Richmond,Virginia,
U.S.A.
$59 AMF is valid
#13UPDATE EX-employee responds
Sun, February 26, 2006
You said that, "On 2/16/2006, I logged on to the Capital One website to make a payment on the closed account." It was at that time that you discovered the $59 annual membership fee had been charged to your account. Since you were making a payment that meant you still had a balance, which meant your account was NOT closed. After all, you can't have a closed account if it still has a balance due. Assuming your cancellation request had been properly received (it's hard to say if it had been or not), then your account would be open BUT in a CLOSING status. Once it reaches a zero balance, and maintains a zero balance for 30 days (to complete a full billing cycle), THEN it closes. But in the meantime your account is still open, so that AMF charge is still valid and in accordance with your account terms and customer agreement. A lot of people disagree with this and think once they request their account be closed that should be the end of it. But think of it from the credit card companies' perspective. Let's say someone owes $10,000 on their credit card and calls to close their account, then takes the next 10 years to pay the balance off. (This is NOT a far-fetched scenario.) During that time, the credit card company still has to maintain the account, send out statements and/or make the statements available online, process payments, provide customer service, etc. -- ALL of which cost money. That's why an account with a balance on it CANNOT be "closed", and the annual membership fee is completely valid. As long as the account is open (EVEN IF in a closing status), both the customer AND the credit card company must adhere to the account terms and customer agreement. In any case, if Josh reversed the AMF like he said he did, the credit should have appeared by now and be visible online. It typically only takes 1-2 business days for a credit to update to an account.
