Complaints procedure for numerous phone calls....

willstewart

Capital One are phoning up 3 times a day on average at present (3 times today, Sunday, since 10:30am, last call a couple of minutes ago) regarding me going over my limt by £24. Had at least 40 phone calls now over the last week (every day including weekends) and a half even though it has been paid.
No matter how much you tell them (all but one phone call is from an Indian call centre where English isn't their strong point) to not ever ring again etc etc they just keep ringing. They only sent a letter about it two days ago (from the postmark), a good week after I first went overdrawn.

Basically, I want to put a formal complaint in writing about harassment as they are phoning my parents house up as that's the number that I had when I first received the account. They just won't take no for an answer, I'm not there, use this number etc and my parents are quite frankly sick and tired of them ringing multiple times a day about a bill that has been already paid.

Even if you do speak to them, someone else rings up later having no knowledge and you're back to square one.

opinions4u

Complain then.

http://www.capitalone.co.uk/support/contact-us.jsf

chanz4

give them your mobile number.

meer53

When did you pay your bill ? Have you checked that they have received your payment ? If not this is why they're ringing you.

Andystriker

Get Truecall.

Or

Get a Radio and tune it into some foreign channel. Then when they ring up and ask for you, ask them to hold the line, turn on the radio, and leave the telephone handset by the radio. Come back in 20 minutes and ask them if they would still like to hold.

bengal-stripe

willstewart wrote: »

Had at least 40 phone calls now over the last week (every day including weekends) and a half even though it has been paid.

How long did it take you to pay? Did you chose a method of payment (like a cheque) which takes a very long time?

You could have paid during the first call with your debit card. It would have been instant and the phone calls would have stopped.

willstewart wrote: »

They only sent a letter about it two days ago (from the postmark), a good week after I first went overdrawn.

I presume, you had to wait for the letter to action payment.

Why do I have the feeling there is more to the story than you are telling us?

whatyadoinsucka

keep track off your balance and keep within your limits .. simples

willstewart

bengal-stripe wrote: »

How long did it take you to pay? Did you chose a method of payment (like a cheque) which takes a very long time?

You could have paid during the first call with your debit card. It would have been instant and the phone calls would have stopped.




I presume, you had to wait for the letter to action payment.

Why do I have the feeling there is more to the story than you are telling us?

Paid online as usual using my debit card. Will never give details out to anyone who rings up out of the blue (my father rang up a repair place about his laptop as it would power up and was told it was completely broken. Following day, an Indian guy rings up asking if he was having any computer problems and wanted to remotely connect to it - details passed on to scammers in my opinion as witheld number and how rather than the small local firm orignally used)
Hate the data protection act as well. "What's your DOB and first line of address?....that's right, here have full details of the account as obviously you must be that person even though you're female and we want to talk to a male"....that's assuming, like on one occasion, they don't bother and just tell the person on the phone the details anyway.

opinions4u wrote: »

Complain then.

http://www.capitalone.co.uk/support/contact-us.jsf

Not that helpful as they want a phone number so they'll probably ring up again. I want them to never ring up again and contact me by post only. Sure I've seen template letters hre before but can't find one using my search terms.

bengal-stripe

willstewart wrote: »

Paid online as usual using my debit card.

But you failed to answer (accidentally on purpose?) how many days it took you to make the payment and what date
the payment was received. As long as the money hasn't been received, they will continue to phone.

There are people, you know, who tell porkies. "Cheque is in the post." is the oldest lie in the book.

opinions4u

Not that helpful as they want a phone number so they'll probably ring up again

Look, if you want to complain, you need to talk to the complaints department. If you choose to refuse to talk to them on the phone, then you will have to put your complaint in writing and rely on snail mail backwards and forwards to get a result for you.

The link I gave provided the details to use for both options.

If you think it's unhelpful, what the hell did you expect somebody to respond with when you started the thread?

So sorry for trying.

willstewart

opinions4u wrote: »

Look, if you want to complain, you need to talk to the complaints department. If you choose to refuse to talk to them on the phone, then you will have to put your complaint in writing and rely on snail mail backwards and forwards to get a result for you.

The link I gave provided the details to use for both options.

If you think it's unhelpful, what the hell did you expect somebody to respond with when you started the thread?

So sorry for trying.

I've spoken to them a few times on the phone and due to their fantastic grasp of the English language and the fact they don't seem to have any knowledge of any other thing (like account access) except what's on a piece of paper in front of them, it's like talking to a brick wall. They've been told not to use that phone number as it's not mine any more but will they listen, no! They've rang again this morning so I'm expecting another 2 at least today.

All I want is the template letter or a link to it that tells them not to phone in future but to put everything in writing only.