1. The online optimizer is a night mare.
2. People at the branch have no clue regardless of what you ask them and send you in the wrong direction all the time.
3 FEEEEES - incredible $30 for wires out 15 for wires in, plus maintenance fees per check fees(!!!).
Hsbc gave me 5 wires free, no charge for checks(!) citi bank is much cheaper
Got online banking with citi - only now I understand what a dinosaur Capital one is!!!
I attempted to sign up for a checking account and the made me call them to verify my information. No problem, I called the number and was placed on hold. I waited for almost 2 hours and was repeatedly told that my wait time was 20 minutes. I never got through to anyone. I called back the next day and they told me they were unable to help me! Unbelievable! Their website would not allow me to click continue no matter what I tried. The phone service is terrible and tells you a hold time that is nowhere near accurate. And they do not honor their own fine print policies. They refused to open my account with the promotion even though I completed the offer in time. Avoid capital one at all costs!
I have been a long term ING direct customer. When Capitalone360 purchased ING I was very concerned but willing to give the benefit of the doubt.
Without rattling on about a great number of small inconveniences like the extra steps in the mobile app I will instead focus on the one big issue that is in my opinion a deal breaker: I can't ever log in to my account.
I work in IT and as such, passwords, and accurately remembering them is something I do fairly regularly. I'm not perfect, but in my years with ING, I never had an issue remembering my sign in PIN.
Since the buyout I have to cycle between 4 browsers (IE x86, chrome, firefox, and opera) to see which will accept my PIN. Initially I was worried I was screwing up but out of 13 calls to customer service, I've been able to authenticate with my PIN 13 times so the issue is not likely me. Every time I go to log in I get a "your pin is incorrect" message and have to start altering browsers. IE (32 bit only) seems to have the best success rate at around 60% but IE is not my main browser and I am very dissatisfied to have to log in with a different browser each time.
I have called and left very detailed descriptions of my issue with time stamps (to the second) and gone as far as to offer wireshark captures of what I'm getting in response but in the 3 months I've been actively trying they can't seem to resolve this.
This is an online banking account, and as such my ability to log in whenever I need is a paramount concern, Capitalone has managed to break a good and existing relationship beyond repair. Look somewhere else for an online bank or be prepared to go through a lot of phone support to get things going.
I will say their phone support agents have increased in quality but that doesn't fix the underlying problem.