They forgot to send my new credit card so suddenly couldn't use my expired card. Then I called and requested a new card & because I'm traveling to send to the post office for general delivery pickup. He said he would waive the expedited fee but before I could ask all the final questions and confirm the address he had already sent it using the "irreversible button".
At that time I asked him what service do they use to send it. And he said it would be either UPS or FedEx but neither of them will deliver to the USPS. I groaned "no, they wont deliver to USPS their competitor!" (which is a whole another story and I think Congress should require them to be compatible with their competitors in terms of delivery)
But he could NOT reverse the delivery. And at this moment right now I'm still waiting to hear and find out what's going to happen because they won't deliver it.
it will probably go back to capital one and then they will have to resend it again while I'm traveling without a credit card 💳 -I'm using only my debit card which is precarious if there's a emergency for any reason.
so now instead of getting my credit card expedited I'll probably have to get it re-sent regular delivery instead of getting it in a few days- it's now going to be probably two or three weeks to get the credit card because of this fiasco
and this is not the first time it happened- I've had it happen before where they pushed that irreversible button before they've confirmed all the details and before I can approve it. Before they push the irreversible button they need to say "okay these are the final details. Do you approve this, because I cannot reverse this once I push this irreversible button."
And there's no accountability for these people who answer the phone. I don't know their name or Employee number. And now if you ask to speak to a supervisor there's usually a long delay and often times you'll get disconnected.
I think the person who answers the phone make sure it gets disconnected because they're afraid of somebody complaining about them to a supervisor.
So right now I'm in limbo not even knowing where that credit card is at the moment -even though they said they'd send me a tracking number which I still haven't received two days after I ordered the credit card -and it's supposedly coming expedited but will probably be rejected by the USPS. Or FedEx / UPS will simply not try to deliver it because they don't have a an agreement to deliver to their "competitors" (even though in other regards they do have a an agreement to hand it off for delivery purposes in some cases).
If I had a tracking number or knew who it was being delivered by I could try to contact them and have them hold it at the local processing center so I could come and pick it
up.
All in all I would say that Capital One does a decent job in terms of basic functions and notifications but in terms of getting urgent help over the phone when you're traveling, that seems to be their biggest failure because there's NO PRECISION from the people who answer the phone.
They don't understand all the issues about getting a new credit card when you're traveling. They're very casual and think that they're just sending it to a regular address but when you're sending it to the post office for pickup at general delivery there's very precise details that need to be confirmed.
I WOULD RECOMMEND HAVING a few specialists who handle emergency credit card issues -especially when a person is traveling - who are familiar precisely with all the details about getting a new credit card when a customer is "on the road " .
