Capital One: Agent kept me waiting for ** minutes. Agent's...
A Capital One customer review by GetHuman user ~Robert from November 20th, 2017
Background on ~Robert's case
GetHuman: ~Robert - can you tell our other Capital One customers when your case took place?
~Robert: Yup. It was late at night, on November 10th.
GetHuman: Did you reach out to Capital One, and if so, how?
GetHuman: And which of these common Capital One customer issues best describes the reason you wanted to talk to them?
(Shows ~Robert a list of common Capital One problems)
~Robert: "Lost or Stolen Card" was why I was trying to call.
~Robert's review of Capital One customer service
GetHuman: So how would you sum up your experience for GetHuman's Capital One customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~Robert: Agent kept me waiting for ** minutes. Agent's garbled responses were not understandable, and I'm a college professor who grasps concepts easily. I repeatedly asked for clarity, but just got more nonsensical verbiage. "Mike" is a poor candidate for a chat agent, probably untrained. I gave up after an hour and requested a supervisor or opportunity to express my frustration in some official way. Agent was reluctant to provide that opportunity, but the chat was assumed *perhaps* by a 'supervisor' named Conrad. I still have no understandable answer to my rather simple question, because my focus switched from a solution to my frustration with the agent.
GetHuman: Let's quantify your experience contacting Capital One. On a scale of 1 to 5, how easy is it go get help on a Capital One problem?
~Robert: I'd give them a three out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~Robert: I'd give them a four out of five on communication.
GetHuman: And what about Capital One's ability to quickly and effectively address your problem?
~Robert: For that I would say one out of five.
GetHuman: And finally- any advice for other Capital One customers?
~Robert: Call them early in the day or late. Don't forget any personal or account information you might need for Capital One to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~Robert taken from his Capital One customer service problem that occurred on November 10th, 2017.