I was terminated from my job 7. While digging through old files, I then discovered that I had paid for payment protection. After reading the payment protection Addendum I was somewhat excited. Hoping beyond hope that they could or would still honor it.
I called the number on the bill 888-527-6904. I was told that my protection had been cancelled, with two separate cards, in Nov & Dec '02. When I ask by whom, I was told to call capital One 800-955-7070 and ask them.
I called the number and was switched to speak to an accounts representative and I spoke to Derrick and explained to him that I had been terminated from my job for medical reasons. He was somewhat rude without being obnoxious at that time. He ask what did I want them to do, I explained that the payment protection was cancelled and was told to call and ask who cancelled it.
He lied and said that I cancelled it. Capital One has nothing to do with that. I ask him how come I paid for payment protection if they refused to protect me. He then suggested that I call payment protection services and ask them. So I did.
I spoke with a very nice gentleman by the name of Josh who told me that Capital one had indeed cancelled my protection. He said that I needed to call Capital One back and ask them to release my records from archives. So I did.
When I call and spoke to the rep he stated that he wasn't allowed access to my records and he would forward me to Accounts Receivable. Derrick answered the phone again. I made sure I got his name before he got anything from me. I was very calm and polite and told him what I was told by Josh.
He started to really get worked up. He knew he had been caught in a lie. Claiming why would we cancel your protection? In a very nasty tone, by the way. I stated well since you getting all snotty with me I'll read to you what it says on the back of the addendum.
Under the heading TERMINATION it stated that the policy would stay in effect until one of the following...
A. You request termination
B. Your Account becomes three billing cycles delinquent.
C. We at our initiative, close or suspend your account.
D. We notify you that this PAYMENT PROTECTION benefit is no longer in effect.
He was really heated by then stating "well you did go 3 billings delinquent". I stated "Of course I did I was disabled and have been seeing a doctor every single month since." I explained to him that my credit report is ruined because of judgments made by them." And I would like all of that derogatory information removed from my credit file, especially the judgment. And I would like to be paid back for all the court charges I was forced to pay.
When I started my delinquencies I know for a fact I told these people about my situation and rather then remind me of my payment protection they decided to cancel it and begin judgments against me.
After his nastiness, I ask to speak to his supervisor. He claimed that he was the Accounts Manager. I then ask who owns Capital One, He said that would be the CEO. I ask for his name. He stated if you have any questions to direct them to General correspondence. I said in the same nasty tone he was using with me, "I don't have a question and if you don't want to give me the CEO's name that alright. I have a computer and I'll find it on the internet."
I let him know that I will start a letter campaign From the FTC on down. I told him to have a nice life and good-bye. I hope, for his sake, he never loses his income! What you dish out you get back 10 fold!
It's bad enough to lose your job because of medical reasons. When there is no income what is a person to do? When I purchased this protection I thought I was dealing with honest people.
I've also found out that I can and I am going to file a complaint with the Federal Reserve after reading a report. Below is an excerpt from the report
Filed by
Christina
Passaic, New Jersey
On 6/4/07
Mail your letter documenting the merchant dispute and proof of your innocence, by certified mail with return receipt, to:
Federal Reserve
Consumer Complaints Department
P.O. Box 27622
Richmond, VA 23261
re: Capital One
Also send the same to:
Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
Complaint Section
20th & C Streets
NW Stop 801
Wash. D.C. 20551
Then send a copy of your letter, your proof, and the statement that you sent it to the Federal Reserve as well, to:
Capital One
Attn: Investigative Solutions
P.O. Box 85520
Richmond, VA 23286
It turns out that it is the 'Adjustments Department' at Capital One that has the power to credit your account back, or charge it, but it is the 'Disputes Dept.' at Investigative Solutions that reviews your merchant dispute and gives 'Adjustments' the go ahead to credit your account. Apparently, you can call the 'Disputes Dept.' at 1888-435-4217, but you can't be connected with the 'Adjustments' Dept. Because they don't receive customer calls, and some customer service agents even deny knowing about that department.
The number for the Federal Reserve System regulating Capital One Bank is 202-452-3693, in case you want this all confirmed.
Good luck and I hope I have saved the rest of you the trouble of running around to get all this information. I hope you all get your money back and Capital One Bank no longer gets away with this 'highway robbery'.
-Christina
Re: Account # (your account number)
Thanks to Christina I may possibly get somewhere with this one. I will be following her recommendations.
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