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Help Required: Capital One Complaint
CreditKitty
Posts: 2 Newbie
in Credit cards
Hi folks,
hoping someone can help. I have a credit card with capital one with a £1500 limit. I balance transferred plus extra onto by HSBC card. I has in excess of £700 in credit with capital one and called them to refund me this amount.
After a lengthy wait of 15 days (via faster payment according to them!) my current account was credited by said amount. I proceeded to spend a small amount on Capital One and then repaid the balance this brought the limit down to around £1400 however someone didn't do their job properly and the credit into my current account wasn't recorded properly so they sent me a check for the excess amount at this point which was around £600.
I called immediately to query why I had been sent a cheque to be put through to collections demanding payment as I was over my limit. They had sent me the cheque and deducted the amount from by credit limit.
This has been ongoing now for 3 weeks, I am unable to use my credit card every time I call customer services I get put through to collections and when I complain to 3 managers already I just feel like I am being fobbed off. I finally got my complaint as far as the executive office. Please note that I have had to do all the chasing here and when they do call they are in the habit of the one ring and hang up method. Not great when you work full time.
My gripe here is the amount of times I have called Customer Services. The fact that I have been without credit card for 3 weeks. I have had to use in excess of £300 of my personal savings which has taken me several months to build up thus losing interest and starting again from scratch. The un-necessary attitude when you call through to customer services and get 'collections' talking down to you.
I have been sent the following email from the executive office and I have replied already asking them to re-assess their offer before I take this up with the FOS. Could someone kindly assist me with how to write a letter to the FOS as I dont feel this offer of 'compensation' is enough.
QUOTE I am writing further to your recent telephone conversation with my colleague regarding the £583.51 cheque that was sent in error. I have tried to telephone you in regards to this, but unfortunately I was unsuccessful, so this is the reason for my letter.
To explain, you made a payment to your account which took your account in to credit by £716.02. I am aware we requested for this money to be sent back to your current account through faster payment.
While this was being processed I can see you continued to spend on the card meaning your account was currently in credit by £583.51. Capital One proactively requested for a cheque to be sent to you for this amount, before the faster payment had cleared, meaning the balance was still showing on your account.
I hope you can accept my most sincere apology on behalf of Capital One. We aim to deliver a professional and helpful service throughout our company, but unfortunately on this occasion we have failed to deliver.
I can confirm we did request for the cheque to be cancelled and the funds to be returned to your account on 11 June 2014. Our payment services department are currently awaiting a response from our bank to confirm the cheque has been cancelled. Once this has been received £583.51 will be returned to your Capital One account.
I appreciate we have caused you inconvenience by not making these funds available on your account. Please accept my most sincere apology for this and I will be chasing this cancellation request with our payment services department. They have advised me that the funds should be available by the end of next week. I will keep you updated if they give me any further information.
As a gesture of goodwill and by way of apology, I am willing to compensate you £50 for the inconvenience we have caused you and a further £20 for the cost of calls, this totals to £70. I understand you are currently having to spend your savings instead of using the Capital One card, I can transfer your compensation in to your current account by BACS if that helps. END QUOTE
Many thanks in advance you wonderful people :beer:
hoping someone can help. I have a credit card with capital one with a £1500 limit. I balance transferred plus extra onto by HSBC card. I has in excess of £700 in credit with capital one and called them to refund me this amount.
After a lengthy wait of 15 days (via faster payment according to them!) my current account was credited by said amount. I proceeded to spend a small amount on Capital One and then repaid the balance this brought the limit down to around £1400 however someone didn't do their job properly and the credit into my current account wasn't recorded properly so they sent me a check for the excess amount at this point which was around £600.
I called immediately to query why I had been sent a cheque to be put through to collections demanding payment as I was over my limit. They had sent me the cheque and deducted the amount from by credit limit.
This has been ongoing now for 3 weeks, I am unable to use my credit card every time I call customer services I get put through to collections and when I complain to 3 managers already I just feel like I am being fobbed off. I finally got my complaint as far as the executive office. Please note that I have had to do all the chasing here and when they do call they are in the habit of the one ring and hang up method. Not great when you work full time.
My gripe here is the amount of times I have called Customer Services. The fact that I have been without credit card for 3 weeks. I have had to use in excess of £300 of my personal savings which has taken me several months to build up thus losing interest and starting again from scratch. The un-necessary attitude when you call through to customer services and get 'collections' talking down to you.
I have been sent the following email from the executive office and I have replied already asking them to re-assess their offer before I take this up with the FOS. Could someone kindly assist me with how to write a letter to the FOS as I dont feel this offer of 'compensation' is enough.
QUOTE I am writing further to your recent telephone conversation with my colleague regarding the £583.51 cheque that was sent in error. I have tried to telephone you in regards to this, but unfortunately I was unsuccessful, so this is the reason for my letter.
To explain, you made a payment to your account which took your account in to credit by £716.02. I am aware we requested for this money to be sent back to your current account through faster payment.
While this was being processed I can see you continued to spend on the card meaning your account was currently in credit by £583.51. Capital One proactively requested for a cheque to be sent to you for this amount, before the faster payment had cleared, meaning the balance was still showing on your account.
I hope you can accept my most sincere apology on behalf of Capital One. We aim to deliver a professional and helpful service throughout our company, but unfortunately on this occasion we have failed to deliver.
I can confirm we did request for the cheque to be cancelled and the funds to be returned to your account on 11 June 2014. Our payment services department are currently awaiting a response from our bank to confirm the cheque has been cancelled. Once this has been received £583.51 will be returned to your Capital One account.
I appreciate we have caused you inconvenience by not making these funds available on your account. Please accept my most sincere apology for this and I will be chasing this cancellation request with our payment services department. They have advised me that the funds should be available by the end of next week. I will keep you updated if they give me any further information.
As a gesture of goodwill and by way of apology, I am willing to compensate you £50 for the inconvenience we have caused you and a further £20 for the cost of calls, this totals to £70. I understand you are currently having to spend your savings instead of using the Capital One card, I can transfer your compensation in to your current account by BACS if that helps. END QUOTE
Many thanks in advance you wonderful people :beer:
0
Comments
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I would take it, fos wont really compensate for any of the above any further.Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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