nuthin' but a lee thang (stagger_lee77) wrote in bad_service,
nuthin' but a lee thang

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capital one's reward program also might include some free silver bracelets!

i'm at the salon and trying to pay for today's waxing with my capital one mastercard...

and the charge doesn't go through. it didn't come up as declined; it just didn't appear to go anywhere.

C (the stylist) graciously tries to run it again, and it comes up with a "call center" code. C asks his boss what that specific code is, and that code is apparently the code for "stolen card".

there was definitely some WTFery, and i ended up paying by check card. no problems at all with my check card, so i figure that it's capital one.

when i got home, i checked my account. the card appears active, the payments are up to date, and it's not maxed out. these are all things that i knew to be true when i attempted to use it. in fact, there was nothing remarkable about my account.

i called customer service and explained the situation to them, including the "stolen card" bit. the CSR told me, "well, ms. stagger_lee77, it appears someone attempted to use your card today for an amount of $XX.XX, and we declined it."

i said, "i know that--that someone was me."

the CSR: it appears that your card is inactive.

me: huh?

capital one CSR: the last charge before this is on 9 sep 06 for $X at such-and-such.

me: i know that--that was me too! so you're telling me that the card that i've only had for 18 months and have used in the past 10 days is suddenly inactive?

CO CSR: right. well, it was deactivated on 15 sep.

me: um... why?

CO CSR: well, when we upgraded you to the new capital one rewards program, we automatically deactivated your card. we're sending you a new card. it was mailed out on 15 sep.

me: so what you're telling me is, you "automatically" decided to shut off my card without informing me and i should have known not to use the card that i have in my possession?

CO CSR: yes.

me: *boggles* and that's why my card--

CO CSR: ma'am, we understand that having your card declined can cause some embarrassment. but here at capital one, we are dedicated to customer service.

me: *headwall* but my card wasn't declined. it came up as stolen.

CO CSR: yes ma'am, and we understand that having your card declined can be embarrassing.

me: no. having my card declined would be my own fault for not managing my account. having my card come up as stolen is embarrassing. fortunately, it happened with a merchant that knows me and i had another way to pay. what would have happened if it wasn't a merchant that was familiar with me?

CO CSR: well, i, i don't know.

me: right. so how long is it going to take for my new card to get here? and i can't use my card until i get the new card?

CO CSR: no, you can't use your card until the new one arrives, and make sure you call and activate the new one when it arrives. if you don't get it in 14 days, be sure to call us back! and since you keep abreast of your account activity, would you like... [CSR unsuccessfully attempts to sell me some ID theft service]

maybe it was in the fine print and i didn't notice it... but in this case, the print should have been a lot bigger than fine print.

i'm probably also fortunate that i was somewhere where they know me... i don't even want to know what kind of trouble i would have been in at work for getting arrested for trying to use a stolen credit card.

x-posted to bad_service and my eljay.
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