October 28, 2015
Richard D. Fairbank
Founder, Chairman, Chief Executive Officer
Capital One Bank
1680 Capital One Drive
McLean, Virginia 22102
Dear Mr. Fairbank:
I have just made my third call of the year to the Capital One Customer Service line over an issue that needs to be dealt with and keeps being ignored – much to the inconvenience of many customers.
As a businesswoman, I feel it is fair to say that your auto-pay customers are among your best customers. We pay our bill to you, every month, automatically, by giving you permission to take the money right out of a bank account of some kind.
How is this faith in your company rewarded? By giving us Auto-Pay customers a major headache every time we have to make an adjustment on our autopay account. That’s correct: each time any of those customers wants to change how much they pay you each month, or what date they choose to pay you on, or what account they wish to give you permission to take money from, you force them to CANCEL their auto pay account and open a new one from scratch. THEN, you send them an email…about 24 hours later, saying that the customer’s auto pay account has been cancelled and they will have to make new arrangements to pay their Capital One bill for the following month…,.which they already did when they were forced to reopen a new auto pay account after they made whatever change they were making in the first place.
Do you see how time-consuming and unnecessarily aggravating this is? Naturally, when the customer gets the email s/he is never sure if the new auto pay account was actually set up after s/he was forced to cancel the old one. So then one has to call Customer Service to be sure the NEW auto pay is in place.
If you don’t have anyone in your existing multi-million dollar staff pool who can help streamline this process, please call me and -- for my usual consultant fee -- I shall be happy to have it resolved for your millions of inconvenienced customers in a matter of days.
The courtesy of your reply will be appreciated. Thank you.
Mary Ann Sorrentino
1147 Hillsboro Mile PH9S
Hillsboro Beach, FL 33062