Capital One Customer Service Issues

Archive 24

The following are issues that customers reported to GetHuman about Capital One customer service, archive #24. It includes a selection of 20 issue(s) reported July 19, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Sir/Madam, I am reaching out to address an issue regarding my credit cards. I currently have an Individual Voluntary Arrangement (IVA) and am concerned about the possibility of redundancy. I would appreciate it if you could provide me with the settlement figure needed to clear my card in full if I am able to make the payment. This incident took place in [redacted] and has had a negative impact on my credit rating, with 3 years remaining on the IVA repayment plan. I am interested in settling the debts for a reduced amount as soon as possible. I eagerly await your quick response. To keep a comprehensive record of my case, I request that all correspondence be directed to this email address. Sincerely, Charlotte B. 3 Gregory Road Castleford West Yorkshire WF10 4PH
Reported by GetHuman-chaz_bra on Sunday, July 19, 2020 7:49 PM
Hello, my name is Robina A. We have been your customers for around a decade now. Recently, we encountered an issue regarding reference number [redacted][redacted] from the fraud department. The problem revolves around providing proof of residency. I initially submitted documentation but was informed that a utility bill in my name was required. Since the bills are under my husband's name, we managed to locate both home telephone and cable bills. However, I encountered difficulty uploading the documents, despite numerous attempts and reaching out to Capital One's customer service for assistance. Each upload was unsuccessful, and I received a message indicating failure to upload. Additionally, when I inquired further, one representative suggested sending a bank statement. After being unable to upload the bank statement, I was given a fax number to send it, but my bank advised against it due to security risks. They emphasized the dangers of sharing bank information, as it could potentially be misused. The bank manager also expressed concern and suggested contacting Capital One to address the issue without disclosing account numbers. Despite the challenges faced, I appreciate the learning experience and will consider alternatives, such as utilizing a credit company for information retrieval or assistance with document uploads. Thank you for your attention to this matter.
Reported by GetHuman-bina_asg on Thursday, July 23, 2020 11:36 PM
I appreciate many aspects of Capital One, but the difficulty in reaching them is a significant drawback. They lack a secure messaging system or live chat, relying primarily on phone support, which doesn't suit everyone. Personally, I struggle to communicate effectively over the phone. Even their use of postal mail is outdated and unresponsive in my experience. Attempting to dispute a charge has highlighted their antiquated processes further. There is no simple online option as with other credit card companies. Instead, they provide information on the hassle of disputing charges and encourage resolving it directly with the merchant. To formally dispute a charge, they require filling out a form and sending it via postal mail, or, of course, calling them. Their lack of modern customer service is disappointing, especially for travelers like myself who value the convenience of electronic transactions. It seems like their cost-saving measures come at the expense of customer satisfaction, leaving me feeling frustrated and undervalued.
Reported by GetHuman-eicordob on Tuesday, July 28, 2020 4:08 AM
I am experiencing some difficulties with customer service that are impacting my ability to address issues effectively. Despite informing agents of my hearing impairment, I was still directed to someone with a strong accent who spoke very quickly, making communication challenging. Additionally, when trying to dispute a charge, I was instructed to write a letter outlining the problem, even though I had already explained it in detail on a recorded call. As a person with hearing difficulties, I struggle with traditional communication methods like letter writing, especially in a digital age where everything is moving towards paperless solutions. Frustrated by these obstacles, I have decided to pay the undisputed amount, close my accounts, and will address any remaining balance at a more suitable time. Fraudulent charges and poor service should not be tolerated. - R. L.
Reported by GetHuman5115991 on Thursday, July 30, 2020 5:20 PM
I am experiencing issues accessing my Capital One account to make a payment. Every time I attempt to log in, I receive an error message stating my account access is restricted or that my information does not match their records. When attempting to reset my name or password, I am redirected to the same problematic site with a message to try again later. Despite attempting daily for the past two weeks, the issue persists, and the responses are unhelpful. I am considering canceling all my Capital One accounts, but I am concerned about losing my excellent payment history of 2 1/2 years on my credit report. The site states my email address is invalid. How can I rectify this before my next payment due on August 6? - Karen D., Cap One Platinum cardholder
Reported by GetHuman-kkdoak on Friday, July 31, 2020 12:02 AM
I contacted to update the address on our Menards Capital One card as an authorized user. After granting permission to speak on the phone, I mentioned I was locked out of my account. Unfortunately, the individual I spoke with was rude to me and my husband. I had to hand the phone over three times before my husband requested a supervisor. He clarified that I had permission to discuss our account. The supervisor claimed I wasn't locked out, contradicting the message I had seen. She suggested I access my account from a browser, but I was using my phone. When I explained this, she responded dismissively. Feeling frustrated, I told her it seemed she couldn't assist me. We plan to cancel the card once our payment is received and take our business to Home Depot instead. Disappointed with the service provided.
Reported by GetHuman-luscmc on Wednesday, August 5, 2020 10:00 PM
On 7/14/20, my account was restricted because my spouse's check was mistakenly deposited into it. Despite sending over his phone account and driver's license details via email, there has been no cooperation from customer service. I have tried contacting the CEO, Richard Fairbanks, and the director, but have received no response. The customer security department has been rude and disrespectful throughout this process. They closed my account and supposedly transferred my money to an external account, which has not reflected in my account after 4 days. Their excuses for the delay, including blaming the coronavirus, seem unprofessional. I am left with no choice but to consider reaching out to the attorney general's office in Virginia, local news stations, and the police department to report this as theft.
Reported by GetHuman5143877 on Saturday, August 8, 2020 1:50 PM
As a loyal customer of Capital One, I appreciate the services and benefits provided by this card. I've had issues with email payment reminders not reaching my account, leading to late fees. Although the Customer Service representatives I've spoken to have been helpful, the problem persisted. I recently contacted two gentlemen to dispute a late fee, but was informed it could not be waived as it had been done once before in April. I've since set up automatic payments, although I initially hesitated due to security concerns. I hope Capital One can understand my situation and waive the fee, as I've taken steps to ensure timely payments going forward. While I had considered opening a high-yield savings account with Capital One, this experience has made me question continuing our partnership. I trust that Capital One values its loyal customers and will assist with this matter.
Reported by GetHuman5156370 on Wednesday, August 12, 2020 1:25 PM
Dear Capital One, I want to bring to your attention that I have not been opening your emails. It seems that your customer management team and IT department have been working hard to identify customers like me who are not engaging with your emails. It was decided months ago due to my infrequent card usage that my card would be canceled, so please stop bothering me with email reminders. Kindly review your communication strategy and refrain from contacting former customers unnecessarily. Thank you, Keith Ford
Reported by GetHuman5188366 on Saturday, August 22, 2020 11:34 AM
I have attempted three times in the past few months to add my new Capital One card to my existing account to pay my balance online. I have contacted customer service each time, enduring a frustrating process of resetting passwords, undergoing credit checks, and facing issues with device recognition despite confirming my new card. The online card management system and security checks are poorly designed, causing unnecessary stress and time wastage. While I appreciate my experience in IT and tech support, navigating through various online processes, this has been the worst encounter I have faced. I urge for an improvement in the user-friendliness of the system and better communication options, as I find calling or mailing letters to be impractical. This message serves as feedback for Capital One to enhance their system for a smoother user experience.
Reported by GetHuman-lucklara on Friday, August 28, 2020 5:56 AM
I've been experiencing issues with accessing my Capital One accounts for the past few months (Case ID [redacted]). Having relied on the convenience of managing my credit card and Money Market [redacted] accounts online for years, suddenly, in June/July, I lost all digital access. Despite hours of troubleshooting over the phone and following all suggested steps, the problem persists. Due to personal circumstances, caring for my husband in hospice, I couldn't dedicate extensive time to resolving this matter. Today, Christina attempted to assist me, but even after various attempts, the problem remains unresolved. I was advised to contact Trend Micro for further assistance in disabling my security program, which had not been an issue previously. If a resolution is not found by the end of September, I may have to consider switching providers. Thank you, Betty and John Kendall.
Reported by GetHuman5232842 on Friday, September 4, 2020 9:45 PM
My account, [redacted], states it is currently restricted. I was told to fix the problem before I can chat further. I attempted to call multiple Capital One phone numbers but was unable to connect correctly. One call let me input all my information, yet as I was being transferred to a representative, I got disconnected. I have been attempting this for three days without success. I have tried to locate an email address without any luck. I am diligent about paying my bills on time and always in full, so I am unsure of the issue. If it remains unresolved, I will pay off my bill and consider retiring the card. This may not sit well with Walmart, as their name is on the card, but I feel I have little choice in the matter.
Reported by GetHuman-mrpms on Tuesday, September 8, 2020 11:45 PM
I have contacted you previously but have not received a response. I was enrolled in a debt management plan where I made small payments to my creditors and paid a fee. I've decided to discontinue the plan and would prefer to pay a larger amount directly to my creditors. I noticed payments were made to your company with reference numbers [redacted]2 (£2.25) and X0005 (£2.19) due to reduced work hours. I have offered to pay £5.00 on each account, but I would like to pay via standing order to avoid any additional fees. If possible, please provide me with your sort code and account number via email so I can start making payments promptly. My information is as follows: Name: P. Keir Address: 30 Wilcher Close, East Hagbourne, Didcot, Oxfordshire, OX11 9LU Date of Birth: 04/12/[redacted] Thank you.
Reported by GetHuman5245035 on Wednesday, September 9, 2020 7:13 AM
Subject: Issue with Automatic Payments - Need Help I recently noticed that my online ACH payment of $25.00 was returned on 9/10/[redacted], and this has been a recurring problem that I would like to address. It was processed from my Netspend Meta Bank of CA account to Capital One, but it was retracted. I am Andrew M., a customer with accounts at Capital One and Netspend Meta Bank. I just received a reminder email that my minimum payment of $25.00 is due by 8 p.m. ET tomorrow, July 8, [redacted]. I am confused about why the payment didn't go through and want to ensure my bill gets paid on time. I attempted to authorize a one-time debit from my account, but the issue persists. Any assistance in resolving this matter would be greatly appreciated. Thank you.
Reported by GetHuman5265658 on Tuesday, September 15, 2020 2:42 PM
I have communicated with representatives regarding this situation. I attempted to pay the full balance when I had the funds available, but my payments were returned due to my miscalculation and other bills being automatically debited from my account. I understand that it took longer than I expected for my payments to clear. I have been on a reduced salary since June due to Covid-19 and had no work in March and April. I have been trying to pay off these two cards to manage my everyday expenses. The recent payment was made by my mother on my behalf using cash. Now that I have paid, I am facing financial difficulties and would like my account to be reinstated with the available credit. I prefer not to have additional credit but to access what I have paid for. I assure you that I will have my mother handle the payments to avoid any future issues. Please consider reinstating my account, even with reduced credit, as I have few options due to my current financial situation. Kindly advise if I should direct this matter to corporate.
Reported by GetHuman5308006 on Monday, September 28, 2020 2:03 PM
Hello, I'm Valentina Reyes, a Capital One customer. I'm reaching out to share the recent difficulties I faced due to the sudden deaths of my husband and grandparents, alongside financial challenges as my tenants lost their jobs, impacting my child care business and other individuals losing their jobs. Fortunately, things have improved, and I have scheduled a $[redacted].00 payment through online banking, set to arrive on 10/01/[redacted]. I am grateful for the support and patience shown by Capital One during this time. Thank you once again. Valentina Reyes [redacted] Franklin Ave Hartford, CT, [redacted] Last 4 digits of my SSN: [redacted] Thank you
Reported by GetHuman5314892 on Wednesday, September 30, 2020 1:56 AM
Subject: Dispute regarding Apple AirPods purchase Hello, I called Capital One to dispute the $80 charge for Apple AirPods due to purchasing what turned out to be fake AirPods from a seller on Facebook. Despite explaining this to the customer service representative and providing details of the item advertised as "AUTHENTIC," my dispute was unexpectedly declined. The seller has confirmed that the AirPods are fake and is unresponsive to any solution. I compared the item received to authentic AirPods my husband got as a gift, noting discrepancies such as Chinese instead of English text inside the product. I urge you to review this information and reconsider the decision. Please assist me in recovering the $80. Thank you, G.H. [redacted]
Reported by GetHuman5318888 on Wednesday, September 30, 2020 11:09 PM
I recently discovered a charge on my Capital One [redacted] account for $21.55 that I did not authorize. I no longer have an account for this service. While this is a small charge, I am concerned as a larger one could have been made. I am currently quarantined on a ship near Barbados and do not have access to phone service for customer support. I would prefer not to cancel the card as it would cause temporary hardship. Due to my circumstances, receiving a new card wouldn't be helpful as I cannot receive mail at the moment. Can you assist me in resolving this unauthorized charge? My name is Kelly W Flynn. The last 3 digits of my SSN are [redacted], and the last 3 digits of my Capital One [redacted] debit card are [redacted]. Email is the best way to communicate with me. Thank you for your prompt assistance. Regards, Kelly W Flynn
Reported by GetHuman-kellywfl on Thursday, October 1, 2020 2:15 PM
I am experiencing consistent issues with payment rejections made through Capital One's checking account service. Despite sufficient funds, my payments are being rejected with no clear explanation. This has resulted in late fees, increased interest charges, and over-limit fees. The extended hold times and lack of call back options for customer service are frustrating. I request immediate resolution of these payment problems and reimbursement of any incorrect charges. Failure to address this matter promptly may result in the closure of my account. Thank you.
Reported by GetHuman-aleshava on Friday, October 2, 2020 7:07 PM
As the executor of the late Mrs. I.F. Moss, residing at 22 Nursery View, Faringdon, SN7 8SJ, I recently received correspondence from 'Capital One' dated September 29, 20, pertaining to Account Number [redacted] xxxx xxxx [redacted] alongside a check. Despite my attempts to contact 'Capital One' using the provided number, their representatives stated they require the full card number to offer any assistance. While I intend to deposit the enclosed check, I seek clarification regarding potential liabilities associated with the mentioned account.
Reported by GetHuman-pbmoss on Monday, October 5, 2020 4:09 PM

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