Capital One not issuing new cards if account not used recently

newkiwi

Just noticed that my card expired end 01/05 and I hadn't received a new one. Now this card is fairly useless, as it's got a low credit limit, a high interest rate and can't do SBT's, but it was still one in my pack to be used if necessary. I sent a secure message letting them know the new card hadn't reached me yet, and got the following:

"Thank you for your secure message query telling us that you haven't received a new Capital One credit card.

Unfortunately, as you haven't used your Capital One account for a long time we cancelled the issue of a new card. I apologise for the inconvenience this has caused.

I've now ordered a new card for you and this should take 10 working days to reach you."

Is this normal? I hadn't used it since Feb 2004, but they just paid me cashback to the account last month and on request transferred it to my bank account. They didn't mention anything about not sending a new card at any stage.

Reaper

As you say it has a low limit, high APR and no SBT then I can't help wondering why you still have it, still less asked for a replacement card.

How about canceling it and applying for a better one instead?

As for not sending a new card - if it's just going to gather dust then it seems reasonable not to send you one, although I'd not heard of the practice before. At least then you have no danger of the card ever being used fraudulently and you can always get a replacement if you ever need it.

newkiwi

Well it did have cashback, and it was originally a staff card - the APR never mattered as I repaid the balance each month. Yes, if I'd known they were going to do this, I'd have cancelled it and given myself the option to apply again for a better one. Although seeing all the bad feedback on here recently and the website problems, I think I'll save my credit searches for another company.

newkiwi

Oh, and the low limit, high APR was all relative to other 0% cards, not an absolute - it was a circle card at about 14.9% and £3k.

jat100

Well, that's weird - because I called Capital One yesterday as I am in a similar situation regarding an unused card, but my account hasn't been cancelled.

I have just received my credit file and noticed that I still have a largish credit limit with Capital One for a credit card that I haven't used for about 18 months (I don't even have the card any more - I cut it up!). I thought that the account had been closed at that time.

I called them to close the account but then thought I would ask them if they could offer me a good interest rate for a balance transfer. Firstly they wanted me to close the account and reopen but I told them 'no' (I don't want another search on my credit file and the limit I would get for a new card would probably be lower than it is currently). Then they offered an interest rate but it was too high and I told them to close the account. The person that I spoke to said that he did not have the authority to offer a better rate but gave me another number to call. When I called the other number I was told that they had sent me a letter (may have been a new card) which had been returned to them. (I didn't receive anything.) They said they could not offer the 5.9% lifetime of balance because this could only be done by their marketing department. I was told to watch out for the post and I should receive an offer within the next three months. When I said that 3 months was too long and that I would just like to close the account, they told me to look out for the post in the next week!

newkiwi

jat100,

They didn't cancel my account at all (everything looked normal online), they only cancelled sending the new card. I hadn't tried to close the account at any point, although I might now as there doesn't seem much point keeping this card. One reason for keeping it was that my other half just had a 0% period which I was hoping might be given to me at some point.

But what was the second number they gave you to ring when you tried to cancel? Might try this one first, see if I can force their hand a bit.

jat100

Newkiwi,

The second number I was given is 08009525259 (freephone number) which I was told is Special Account Services. They weren't particularly helpful tho' - I'm not holding my breath about receiving anything in the post but will be delighted if I do. So, here's hoping!

Fatboy_NSS

This is a normal occurrence which most banks will do. If an account is not used for a period of time (usually 6 months) and has a low/zero balance then the account will be marked down as dormant. Even though it remains open they will stop sending out statements and cancel reissuing of cards until the account is used again. The account stays open, and normal service will be resumed if you query them or start using the account again.

CTT_2

I applied for the above card on the internet and application was referred. However received a letter advising me they could not offer me the requested card but could offer me another card at 14 pct and 0 percent on purchases for 6 months. I advised them if I wanted a crap card I would apply for it without them mentioning it first.
I did have a Capital One Plat card at 11.8 percent and 6 thousand pounds credit limit but closed account about 6 months ago and thought I could get the 6.9 percent card.
I suppose it could have been worse they could have offered me their 29 percent card.
Anyway I have no intention of appling for anymore of their cards but just annoyed I have a credit search recorded on my file.

Sooler

jat100 wrote:

When I said that 3 months was too long and that I would just like to close the account, they told me to look out for the post in the next week!

Another one from their book of tricks to get you off the phone and not closing the account !

davidcampbell

i contacted capital one at start of decmebr to close my account. they asked why and i told them simply i wasnt using it any more - so they put me through to another dept - possibly the one jat mentioned who said i could have an upgrade and increase credit limit.

i accepted. she said she would process the paperwork and my new card would be with me in 7-10 days.

xmas arrives and nothing but then i forgot about it and wasnt at home during the xmas period. i get back home in jan and theres a letter saying i need to return it by some time at end dec or upgrade will be cancelled.

i phoned them and told them i wasnt told this would happen - simply i would be sent a new card and now i have missed the deadline cos i didnt receive the post in time. they simply told me it was too late to upgrade me now, so i asked them again to close the account.

he just said "ok, i will close it, anything else for today"

i couldnt believe they cared so little about keeping my custom.

DC