MyBankTracker rated Capital One based on the following criteria that includes real customer reviews and bank fees, among others. Our bank report card is a proprietary rating system that highlights the financial health and stability of the bank.
First off, i was with chase before i had decided to test out capitalone. A family member recommended capitalone to me since he had no issues with them. I made the mistake of applying for an account online. When i completed the online application, i received my confirmation e-mail letting me know they would decide in 3-5 business days. I never received a call, e-mail, or mail letter three weeks after. So, i decide to just go to the branch and figure out what's going on. Apparently, there was an account set up under my name before but was never used, so a "review" was required to verify my identity and make sure nobody had fraudulently opened the account. The bank employee even said that i should have never opened the account online as the online customer service really sucks. Anyway, the review process took another 3 business days before i was told that everything checked out okay (i knew it would) and that my account was ready. Took about two weeks to receive my debit card and checks, which both came separate. This is where the drama began, mainly dealing with online customer service once again. The alerts on my account began not working, so i sent an e-mail to customer service. They escalated it to the web team, whom never replied. It took me four phone calls (one i was hung up on immediately after they asked how they could help) and a branch visit just to hear "it'll be fixed soon. " soon is not defined as two months, capitalone. I eventually just gave up and settled for the 15+ e-mails i receive every time my statement is out or duplicate e-mails for any other alert. Besides all the drama, capitalone is a subpar bank. Fees are ok, their points program seems very cheap, atms are not conveniently located, their mobile app needs updating, but their bank employees are the best. I would not recommend capitalone, especially for those who want a lot to offer from online and mobile services. Ugh, i am going back to chase.
I had an issue with a transaction after ordering an item online. Carissa was very helpful with solving my issue. She stayed on the line with me for over an hour and went above and beyond with a three-way call with the company I ordered an item from. She assisted me with a conflict I had while on the three-way call. Carissa was very polite and helpful. I cannot thank her enough for helping me.
I have two accounts at Capital One because of the ease of sending bank to bank transfers. They were years ahead of their competitors on this. However they now have fallen far behind in terms of online service. Today was only the last in a chain of events that will lead me to move my accounts. When i did not receive my 1099, i assumed i would be able to access one online. When i couldn't find it, i tried to use the chat function on customer service, but it was "not available.
I wrote an email, for which i received no response within 24 hours, not even an automated response that my email had been received. I then tried online again and after several minutes of q&a was told there was no way to receive my 1099 except via regular mail. (not online, fax or email) she then told me to go back and write another email requesting a replacement 1099. When i balked she said she could request it for me (not sure why she didn't do this initially).
After waiting five minutes, i asked her if she was still there. She then responded that i should receive my replacement 1099 in two weeks. Two weeks? This would be such an easy thing to put online. All the information is available there, just not the tax form. I use several banks and this is the only one that does not make these tax forms available online.