Capital One
Online Banking Locked After Chevy Chase Merger and No Apology Letter

This past weekend Chevy Chase Bank transfer all of their business and finish merging with Capital One. They left all of former Chevy Chase bank customers without any type of access to our money, online banking was not working, all branches where closed and we could hardly get any of our banking business done. Monday September 13th is when supposedly we were going to have all access to our regular business practices but as I am trying to log in to my online banking account the system does not let me do it saying that it was locked and that I had to contact Online Banking customer service. As soon as I make the call the automated system answers saying that this department was closed. I was already frustrated because after a hole weekend of not being able to access my money now I can't even log in to online banking.

I call the regular customer service department and they tell me that there is nothing that they can do and to contact the Online Banking department during hours of operations that were from 8 am to 9 pm. I explain the representative that I can't contact them during those hours due to my personal responsibilities and that is why I did all my banking electronically. My work schedule goes from 7 am until 10 pm and I don't have access to personal phone calls during that time and what could they do to get my service restored. The answer that I received was that I had to wait until the weekend that I was finally available to get my service restored. Meanwhile my bills are not getting paid nor my mortgage.

I requested to speak with a manager and this lady named Michelle comes on the phone and repeats everything that was said to me as if she was reading a script. I told her that I understood what did she just said but I needed a solution to my problem and an apology letter from this company due to all the inconvenience that I was going through and if someone from online banking could work with me after their hours of operation and she said that there was nothing that they could do. I requested the apology letter again and she said that they would not send any letter of apology that if I wanted one I had to go to a branch. I requested her last name and she didn't want to provide it either saying that it was the bank's policy, the only information that she gave me it was a reference number that was tmr265.

Capital One is responsible for this mess that I did not cause to myself. I did not choose to go through this transition, nor to stop paying my monthly obligations including my mortgage. Capital One should have known that issues like this were going to take place due to their poor merge process and have associates working around the clock to serve the needs of their customer. What's more they have stupid policies like not providing the last name of the employee who did not do anything to provide good customer service to not having employees working when they are needed. An apology letter should be sent to all the customers that are going through this issue and not wait for customers to request them, this is how it shows the poor quality of customer service that Capital One has to offer to new customers. I am closing all of my accounts with them and transferring to a financial institution that appreciates my business.

Company: Capital One
Country: USA

  <     >