You'll enjoy this customer service story. Remember I said Capital One's back office couldn't pull up my checking account even as the branch employee was looking right at it? It gets worse. I was there because they failed to give me my $100 bonus for opening a high-yield account with them and following their directions of writing 3 checks on it within 90 days, to qualify for the bonus. Neither the branch nor the back office understood the terms of their own promotion, but I had saved the brochure. The branch lady followed up and promised the back office would call me. They didn't.
She called today to find out they had not called me, then THEY called me just now and demanded that I fax them their own promotional brochure so they could see if I qualified!!
I was polite, and just said "Y'all are making me work awfully hard for this $100, especially when your own branch banker is telling you it's legitimate." She was undeterred. I have no landline so have to take it back to the branch to fax.
Honestly, is it worth the $100 to them to thoroughly piss off this customer?
The sequel, a couple of days later:
Just to finish off the Cap One story, I went in there today to fax their stooopid promotion. Since the manager was free, I really gave him a piece of my mind, saying their inability to pull up my account and the absurdity of having to fax them their own promotion made me question their competence to do other transactions, and the shoddy customer treatment made me want to have nothing to do with them. I made clear my problem was not with his branch, but with corporate or whomever was treating me like a terrorist to be investigated rather than a customer. I didn't need the lousy $100 but it was not worth $100 to them to treat a customer like this, etc etc. And, as a parting shot, that the corporate rep wasn't even nice.
The sequel, a couple of days later:
Just to finish off the Cap One story, I went in there today to fax their stooopid promotion. Since the manager was free, I really gave him a piece of my mind, saying their inability to pull up my account and the absurdity of having to fax them their own promotion made me question their competence to do other transactions, and the shoddy customer treatment made me want to have nothing to do with them. I made clear my problem was not with his branch, but with corporate or whomever was treating me like a terrorist to be investigated rather than a customer. I didn't need the lousy $100 but it was not worth $100 to them to treat a customer like this, etc etc. And, as a parting shot, that the corporate rep wasn't even nice.
Just now I get a phone call, and it's the same rep. She has totally changed her tune, BUT she can't refrain from telling me they were able to get me the $100 by 'making an exception'.
GAAAAHHHH!! Still telling me I don't qualify, but they are doing me a favor!!
Since I'd had my rant for the day, I just said thank you and got off the phone as quickly as possible. Did corporate learn anything here? Absolutely nothing.