Capital One Trying To Appease Disgruntled Costco Members

Capital One trying to appease disgruntled Costco members

Capital One’s recent credit card launch into Costco stores was really successful … maybe too successful actually!

Since day one they had an influx of new customers signing up for the Capital One Platinum Mastercard exclusively for Costco Members and it turns out that the volume was a little more than they were prepared to handle.

Shortly after the card was launched, we published a generally favourable review of the card’s features. Not long after, negative comments from disgruntled customers started pouring in quantities never before seen on HTSM.

That’s why when I was at the Canadian Personal Finance Bloggers Conference in October, I decided to approach Laurel Ostfield, the Director of Communications for Capital One Canada when I learned she happened to be attending the conference.

Laurel took the time to go through the reader comments with me one by one and informed me that they were already aware of many of the issues and had been working to resolve them as quickly as they could. She agreed to coordinate an interview for me with a representative of the Costco Mastercard within a few weeks of the conference.

She delivered on that promise and I recently spoke with both her and Simon Maycock (Vice President of Partnerships), who is responsible for the Costco credit card rollout.

I came prepared and went to bat for all the frustrated Costco customers who left those angry comments on the review. In response, Simon and Laurel were equally ready to demonstrate that they were not only taking each and every complaint seriously but they were taking real action to fix the problems.

Related: The Best Cash Back Credit Cards In Canada

What Was Everyone Complaining About Anyway?

I went through all the comments one by and sorted them into complaint buckets so I could see what the biggest pain points were. Then, I raised these issues with Simon and Laurel to see how they’d respond.

Here’s how that conversation went:

1) Frequent fraudulent charges and slow resolution.

Several people like Darren, Linda, and Fred complained that they had fraudulent charges on their card. This happens from time to time with all credit card companies, but the big problem seemed to be that they were having a hard time getting the charges reversed in a reasonable amount of time. One person even said they had been waiting 4 months without their complaint being fully resolved.

Simon openly admitted that when the card launched they went through a period of rightsizing their staff and departments. They had a much more positive response to the card from Costco members than they anticipated which caused a big influx of customers calls resulting in a strain on all departments.

Since then, through hiring and reallocation of people to the most needed areas, they have become much more responsive and now when customers call in they should both be getting served and having their fraud charges reversed in a much more timely manner.

2) Confusing statements.

Confusing paper statements is another common complaint that surfaced. People are having a hard time identifying exactly how much they owe and when. This causes them to either underpay, overpay, or miss payments altogether.

I requested a sample statement from Laurel so I could review it myself and post an image, but unfortunately she was unable to track one down for me.

The bad news is that you probably aren’t going to see a big improvement in your statements, at least for a little while. Simon and Laurel said that most customers have said they want a better online and mobile app experience so they have been applying most of their resources to improve those two things.

Both have undergone some major improvements and they are continuing to iterate on them as they receive feedback to give people the best possible experience. That said, they are aware of issues with the paper statements and eventually plan to take lessons they learn from online and mobile and apply them to the paper statements. Right now, there is no timeline as to when that might happen.

3) Slow payment processing resulting in interest charges.

Ryan, Srimanta, and Barry all complained that they were having problems with interest charges from not paying their bill on time, even though they did pay it on time. According to them, it sounds like Capital One was extra slow in processing their payments which resulted in them getting dinged with undeserved interest charges.

Simon was a bit surprised about this issue being a problem because he informed me that no matter how a person pays their bill, they always backdate the payment to the day when the payment was made, not when the payment finishes processing.

That should mean that as long as you pay your bill before the due date, then you shouldn’t get charged interest. I assume this means that if you post your bill in the mail, they will use the posting date as the payment date. However, if this is a big problem for you, I would recommend using a faster means of payment like online banking to make sure your payment gets there on time. You can also give automatic payments a try which is discussed next.

Please leave a comment below if you are still experiencing issues with this today along with the details of exactly how and how far in advance you are paying your bill.

4) No automatic monthly payments.

Many credit card users want to make sure they are never charged interest so they set up automatic payments from their bank account to their credit card. Most, but not all, card issuers offer this service.

Capital One unfortunately did not offer automatic payments when the card first launched, which seems like a rather large oversight.

I asked Simon why this service wasn’t available at launch. His response: they tailor each of their credit card products according to expected customer needs and this wasn’t identified as a priority for when the card first launched.

He admitted that after the card launched they did get a lot of requests from customers to add this feature in. They actually just launched the service in November so it is now available to all clients who wish to take advantage of it.

5) Low credit limits and denied credit limit increases.

Bobby, James, and some others have run into difficulty getting an appropriate credit limit to cover their regular monthly spending habits. In the comments, they describe themselves as creditworthy consumers that always pay their bills on time.

I asked if Simon could comment on their internal policy for giving credit limits and how that compared to their competitors. He wasn’t able to provide a lot of detail because they have a proprietary process for determining each person’s limit. He did say that they do make their best attempt to give everyone a limit that both works well for them while still staying in line with their own internal policies and risk profile.

Ultimately, I agree that it is hard to tell someone how they should lend their own money. Protecting your investment has to be of utmost importance whenever you invest so who can blame them for being prudent? Just the same, it seems like they could do a more thorough evaluation of their process and speak to customers to see how they feel about it.

I know that when I had the Capital One Aspire Travel World Mastercard a few years ago, I had the exactly the opposite problem. They afforded me a $20,000 limit right off the bat, which was much higher than anything I had before.

When I called to request they lower the limit, the CSR told me that they simply couldn’t lower it. The reason: this was a World product and required I have a high credit limit to qualify for the card. Both Simon and Laurel thought this was very strange indeed as neither of them were aware of that kind of restriction. I was relieved to hear that, because I have never encountered another bank that stopped me from lowering my credit limit.

6) Long hold times and unable to reach fraud department.

Long hold times throughout all their departments was a big problem when the card first launched. Complaints about poor customer service in the comments definitely reinforced that sentiment.

Higher than expected demand was again the culprit here. Even though they took action quickly, it takes time to staff up and meet the excess. Now, they have finished hiring and allocating the appropriate resources to handle ongoing customer contact.

Simon gets metrics about hold and response times sent to him on a weekly basis and he takes action on them as soon as any real problems are identified. If you try calling them again now, you should find their response and hold times are much more reasonable.

Related: Best No-Fee Cash Back Credit Cards In Canada

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Capital One Welcomes Feedback

At the end of the call Laurel wanted to stress that Capital One is very open to customer feedback and wants to listen to everything their customers have to say about their products.

So, if you have a Capital One card in your wallet, and you want your voice to be heard about your experience this is your opportunity!

Leave a comment below with your feedback and I will make sure that Laurel is made aware of all the comments.

Disclosure: Some links in this article may be affiliate links. We're letting you know because it's the right thing to do. Here’s a more detailed disclosure on how HTS makes money.

Comments

Luella
Luella's picture

Hi, my husband applied for the Costco Capital one mastercard as the main applicant & ordered a supplementary card for me and when I tried to activate it myself, I was not allowed. My husband the main applicant had to activate it for me.

I found it strange that the main applicant which was my husband had to activate my card and that I the co applicant was not able to activate my own card. As such the time frame expired to activate my card and I still have my card which is not yet activated and I got my card some time before June this year. My husband is going to call the company to see if he can activate it soon.

I am the main applicant for other credit cards we have and my husband was able to activate his supplementary cards himself without me having to call and activate for him.

I just thought that since I have the opportunity, I will share this about the Costco Capital 1 Master card.

Regards,
Luella

December 08, 2015 @ 5:54 pm
Stephen Weyman
Stephen Weyman's picture

That is interest Luella. I would have though either person could activate the secondary card. I think I've been able to activate secondary cards on my wife's accounts before in the past as well.

December 16, 2015 @ 9:06 am
natalia
natalia's picture

I am faced with a similar situation. My husband did activate the card for me, but since he is in the military he deploys overseas every 4 months. So if I need to talk to someone about the charges on the card i cannot, because only the primary gets that honor. my husband even called and asked them twice to add me as a person who is allowed to be in charge of the account,. Last night my capital one Costco card declined, so I called the number on the back of the card, apparently they sent us a letter of some sort but it was returned as "not at this address", i guess the mail person made an error and dropped it into the wrong box. I let her know that i received the last statement, i payed off the card, and went on to confirm that our address has not changed. However since i am not the primary they cannot activate my card until my husband gets home from his deployment. I asked her why is that i can use the card as much as i want, but once you block it due to a simple error which i was able to rectify you are still unable to unblock my card, its policy...i feel like a second rate person, my husband and I have joint accounts, joint master cards, visas, and a joint Costco card, and i am able to make changes to everything as i am an equal and joint partner, except of course for Capital One. When my husband called i told him the story, told him that i payed the card off as i do every months because we refuse to let them make a cent of us in interest, but i have been blocked, so when he come back next month we are cancelling the card.

October 05, 2016 @ 7:02 pm
Suzy
Suzy's picture

Good for you, cancelling. I went through so much BS with this card. I was often in tears trying to deal with these people. Again, my husband applied for the card. We sent them signed letters to authorize me and still the crap continued. It didn't seem to matter to them that I was the one who paid them. I had all the problems mentioned by this article but by far the worst was the way I was treated, even though we did everything they asked, in writing, so I could deal with them. We also just cancelled the card....but they refuse to give you the cash back points you had accumulated with them. Hate, hate capital one. We had many other problems, like cutting off the card and refusing to accept it with a full cart of groceries or when we finally made it to the pumps with a long line up. So embarrassing and our other cards have 11-20K of credit which is paid off every month. We have excellent credit ratings. I spent countless hours on the phone all extremely frustrating. Never ever, ever, had a problem with American Express, loved them, they treat you well and I still have one of their cards!

February 02, 2017 @ 10:37 am
Joyce
Joyce's picture

I agree!! The statements are difficult to read and not able to set up automatic payments.

Thanks for the opportunity to give my feedback.

December 08, 2015 @ 6:00 pm
Stephen Weyman
Stephen Weyman's picture

The more discussion we can have about these types of problems the better. Letting companies know where the problems lie is a great way to motivate them to change things for the better. It's good for consumers and it's good for them because happy customers means good business.

December 16, 2015 @ 9:07 am
sylvia Wilson
sylvia Wilson's picture

I totally agree, the statements are very confusing and even after
talking on phone with agent left me more confused than ever.
There is no reason it should take 10 days for a payment to be processed . So we are seriously going back to our President's Choice Master card and forget this hassle.

March 06, 2017 @ 7:10 pm
Fred
Fred's picture

I went on a two week road trip from Vancouver, BC to Portland, OR in August with my fiance. I planned on using my Costco Capital One Mastercard for this trip. Gas + Restaurant cashback benefits were ideal for a trip such as this. On the first day (Aug 26) of the trip, I made a purchase at a coffee shop in downtown Seattle at about noon as my first international transaction to help me stay focused on the drive down to Portland. Once we arrived in Portland, we had dinner and tried to pay for the bill with the Capital One credit card. The transaction declined. So I thought, "OK, it's probably declining me because the transaction is out of the norm and I did not tell Capital One I was traveling. This has happened before with other credit card companies. No worries, I'll call Capital One as soon I get back to my Airbnb suite." My fiance paid for the meal with her credit card instead. I called Capital One immediately after getting back. The customer support rep (Gayle/Gail?) told me my card has been flagged for fraud and that it would be canceled immediately and a new one to be issued and mailed. She appeared to be working to put in this action in the system. I then told her that that is not an acceptable solution because I am traveling and that I need the card for purchases. What if I relied on this card? I would have been stranded or be forced to return home. There was a long pause in the conversation after I mentioned this. I tried to speak out to see if she was still on the line (saying "Hello? hello?? anyone there?"). I'm guessing probably to hope I would hang up the call.

After about 45 seconds of no voice, she explained that Capital One has tried to call me twice. I already reviewed my call history prior to calling in and did not see any missed calls. I even kept my phone on for international calls. I suspected that Capital One probably tried calling me in areas of no reception while driving if what she said was true. She then advised me that there is nothing she could do. I said this is not acceptable as well and I wanted to speak with her manager. She said there was no manager available and that I would need to call the fraud department. The fraud department was closed at the time of the call and that I needed to call the next morning. At this point I was extremely irritated and angry over the inflexibility of the customer service rep. It seems like they were just protecting their own interests and did not value the customer at all. I told her that other credit card companies would try to accommodate or at least allow me to continue to use the card (with phone verification for every transaction). I was not even given this option or a reasonable compromise. I hung up the call afterwards.

At this point, I already spent $10 in long distance voice minutes to try to resolve this issue. I resorted to contacting the company through Twitter to have the fraud department call me. I arranged to have them call me at a specific timeframe. They did not call me until the next day and by the time, I couldn't really care less with using the credit card anymore. I also did not want to rack up more long distance charges to deal with Capital One. I would now be relying on my fiance's credit card for the duration of the trip.

Funny thing was, my Fiance's credit card was also flagged for fraudulent activity (RBC). But a quick call unfroze the card and we were able to use it for the duration of the trip.

As of this incident, I have not used my Capital One credit card. I will be canceling it after I get my Costco cheque in January.

I would be happy to provide any verifiable facts. I am not embellishing this experience.

December 08, 2015 @ 6:50 pm
Stephen Weyman
Stephen Weyman's picture

That sounds really frustrating and I've had similar issues with credit cards where I've even called and told them I will be traveling and had my cards shut off due to suspicious activity. Sometimes when traveling internationally it can be harder to make a call to get things sorted out too.

I also find it kind of silly that they expect they can just "call you" to sort things out when you're travelling. It makes perfect sense that if it is really you making those purchases then you wouldn't be able to answer the phone. I can't believe they weren't able to stop the whole fraud process once you were able to confirm that it was indeed you who had made the purchases.

The way I get around these types of problems is to carry a minimum of 3 credit cards with me, my debit card, and cash so that I'm never stuck unable to pay for something when I'm travelling. Calling before you leave definitely does help as well.

December 16, 2015 @ 9:11 am
Fred
Fred's picture

I just canceled my card after receiving and cashing in on my cashback "cheque" at Costco. It was actually a pleasant experience. I had this page loaded up to read back to them if they asked why, and I didn't have to recite it :)

January 21, 2016 @ 10:20 pm
Stephen Weyman
Stephen Weyman's picture

It's a little too ironic - ya I really do think...

January 24, 2016 @ 7:36 pm
Eric
Eric's picture

Problems reading the statement? Open your eyes, pay attention and concentrate! The statement is NOT THAT DIFFICULT to comprehend.

While the fraud issues are a valid concern, those are problem with a lot of credit cards. HOWEVER .... the Capital One / Costco MasterCard has a photo of the user on the back, so you would think that fraudulent transactions should not be as big an issue -- that is, if clerks actually took the time to LOOK at the photo and verify the user's identity.

Anyway .... the real issue with the Costco card is the pitiful level of cash back rewards.. Yes, the rewards on restaurants (3%) are VERY good. The rest? Not so good. The gas rebate (2%) is just OK. But only 1/2 per cent on all other purchases? Not worth the bother, because you have to spend a lot (too much, really) in order to reach the threshold of where you finally get 1% cash back.

It's not even worth using the card at Costco. Other MasterCards are also accepted at Costco and many of them (MBNA, Tangerine, etc.) provide much better cash-back levels than the Capital One / Costco card does.

December 08, 2015 @ 8:32 pm
Ian
Ian's picture

I have been a capital one member for 6 or 7 years now. All I wanted to do is switch to the Costco card as I am a member there. I have gone up 3 or 4 levels now at capital one. Their policy is horrible. I keep getting the same response from them with no honest explaination. It get's me more and more frustrated. I may yet cancel my capital one card and my costco membership over this. Costco will not help in any way. Also the rebate on the costco card should honestly be a lot higher percentage wise as how many millions of people are a member of Costco in Canada? Also every time I go into costco the cash employees on the line always ask me if I have switched to capital one card yet. I say no and explain my situation.

P.S. Stephen, love your site and hub city rocks! (sometimes)

December 08, 2015 @ 9:16 pm
Stephen Weyman
Stephen Weyman's picture

Are you saying they can't switch you to the Costco card from you existing card? Or, can you not just open a brand new account and keep your old card.

I think Capital One might be strict with how many of their cards you can have at the same time, so that might be your problem right there.

Any further details you could provide would be helpful.

Thanks for the kind words about the site.

December 16, 2015 @ 9:15 am
Fred
Fred's picture

I'd like to also add there will always be attempts at fraud as long as there is incentive to do so. But just like any kind of security, there is a delicate balance between mitigating fraud liability and making it easy for customers to use the card. One of the perks of using a credit card is convenience and trust. Capital One has broken my trust and this is why I no longer choose to do business with Capital One.

I am sharing this with the hopes that this will be read by upper management. Stephen, thank you for opening this dialog with them and allowing us to share our concern.

December 08, 2015 @ 9:37 pm
Stephen Weyman
Stephen Weyman's picture

Glad to do it Fred. I'm sure this is helping open their eyes to some of the major complaints their customers are having. I agree that they need to balance their own interests with the interests of their customers and it seems like they might need to tip the scales a little further towards their customers in some ways.

December 16, 2015 @ 9:17 am
Mark
Mark's picture

I can understand the importance of weighing out risks with credit limit increases, but not even allowing requests of limit increases is ridiculous. That is why they have access to our credit reports from two credit bureaus to evaluate the request. I am fine with getting denied the increase if they deemed I'm a risk based on my credit history, but to not even allow the customer to request an increase is ludicrous. Capital One is the only bank I know in Canada that does not grant increases base on requests from customers. You're pretty much stuck with the limit they grant you until they say so. Canadian Tire Bank will not increase limits for new customers for the first 6 months and from what I am reading on other forums, Rogers Bank will not allow increases for 9 months as they want to see how responsible a new client is with credit. I can live with that and I don't blame them. Capital Once should take that approach if they want to minimize risk with credit limit increases and allow the customer to request an increase after a certain time frame after opening a new account.

December 11, 2015 @ 5:27 pm
Stephen Weyman
Stephen Weyman's picture

I agree that limiting the frequency of requests or disallowing requests from new customers makes sense. I also agree that they should allow customers to request an increase otherwise though.

I'm pretty sure they do allow customers to request limit increases, so I wonder why they didn't allow you to do so. Did you ask them what the reason was or if it was their policy not to allow customers to request limit increases?

December 16, 2015 @ 9:20 am
Barry Penner
Barry Penner's picture

Thanks for trying, but you were given a "snow job" in response to the systematic gouging of customers who DO pay their Capital One credit card bill on time.

Despite making arrangements electronically, Capital One charged interest payments and made it difficult to reverse the undeserved interest charges. Staff at the local Costco store said they had heard the same complaint from more than few other customers.

I do not trust the company. Hold on to your wallet...or better yet, switch companies.

December 16, 2015 @ 4:26 am
Stephen Weyman
Stephen Weyman's picture

Ya, I found it strange that so many people were complaining about interest charge problems. It seems there must be something wrong there that needs to be fixed. I don't know if it is a customer service problem, a systems problems, or something else but they should dig a little deeper into it if they truly believe they are not at fault for these unexpected interest charges.

December 16, 2015 @ 9:22 am
Eric
Eric's picture

I was the one who posted the complaint about Capital One Costco not having an autopay option. As Stephen notes above, it is now available as of November, although Capital One has made no effort thus far to publicize it. I just went online and set mine up. I'll know for sure whether or not it's working when my next payment is due! Many thanks to Stephen for being so diligent in pursuing the issues with Costco and Capital One. Still not impressed with the way Costco handled the switch from Amex to Capital One. It reflects poorly on Costco, which is normally a company with outstanding customer service.

December 17, 2015 @ 6:14 pm
Stephen Weyman
Stephen Weyman's picture

Thanks for taking the time to share those additional details. If you remember, stop back next month to let us know how the autopay worked for you.

December 19, 2015 @ 10:51 am
Mark
Mark's picture

The statements do not give you a breakdown on the cash back rebate by category (i.e. restaurant, gas, other), and what's worse you don't know when you reached your $3,000 level on other purchases and when a "new year" is starting you back at 1/2 %.

December 24, 2015 @ 5:01 pm
Stephen Weyman
Stephen Weyman's picture

Great insights to the statement Mark, thanks! All that information would definitely be useful to have.

December 26, 2015 @ 4:20 pm
MK
MK's picture

Simon Maycock " They had a much more positive response to the card from Costco members than they anticipated which caused a big influx of customers calls resulting in a strain on all departments." Scary comment, again, operational issues,when you bid for business, one would hope you HAVE the capacity to serve the account. This is also a Costco issue,performance requirements should be written into the RFP,vendor agreement. If Mr.Maycock receives contact center stats, he should be concerned with customers asking,and not receiving manager attention when warranted. Since Capital One would NOT provide anyone above a supervisor, I tried to have dialogue via their Ombudsman's office. A Capital One Ombudsman rep.actually asked me to provide information via email other banks would NEVER demand : DOB, SIN, Account nunber. My refusal resulted in no further action to date.

January 05, 2016 @ 2:48 pm
Stephen Weyman
Stephen Weyman's picture

Well, having been a part of several companies now myself I can see how it can be hard to always have the right amount of staff at the right time as that has happened in most of the companies I have worked for. I'm way under staffed just running my own little company here but that is mostly because I can't afford to hire a lot of staff to help me and training new staff is a lot of work.

It is unfortunate that they were so far off with their original projections, but it's good to know that they have taken the steps to correct most of the problems since then as fast as they were able to.

I agree about not being able to speak to a real manager when you want to. I understand wanting your first level call center employees to be able to handle all customer issues, but I also think making the odd exception to keep customers happy is good customer service.

January 07, 2016 @ 11:55 am
DZMITRY
DZMITRY's picture

Last Monday when I checked my online Capital One MasterCard, I've noticed two fraud transactions-somebody used it in Germany and France.At the same day I was using my card here, in Canada. I immediately contacted MC to report fraud and get a card replacement. After several days and numerous phone call I learned, that investigation will takes up to 60 days and unless it's finished, MC will keep all amount of fraud transactions on my account. Other credit cards company use about one week to solve similar issues. And my case is very clear-it's impossible to be at the same time in Canada, Germany and France). Also, MC did not stop that transactions and did not notified me. Security department rep was rude on the phone and refused to pass my call to his supervisor.

March 18, 2016 @ 4:22 am
Stephen Weyman
Stephen Weyman's picture

Please follow up when the fraud is dealt with and let us know how long it actually takes for them to resolve the issue.

March 18, 2016 @ 3:25 pm
Dzmitry
Dzmitry's picture

Update.
After one month Cap One credited me full amount of fraudulent transactions. I have to call CC customer service 2 more times and tell them that I not going to use my card until I will get a full refund. So, finally problem was solved. Still don't know if I will continue to use Cap 1 credit card.

April 17, 2016 @ 3:20 am
Stephen Weyman
Stephen Weyman's picture

Thanks for coming back with the update Dzmitry. One month is reasonable for a resolution seeing as you are only billed once a month anyway, but the amount of hassle you had to go through to get there stinks.

April 18, 2016 @ 12:16 pm
Gloria Clamen
Gloria Clamen's picture

I was happy when Capital One (Costco) introduced Easy Pay this past year. However, this has caused me more problems than it's worth. My Easy Pay payment is withdrawn on the statement due date, but doesn't get posted for a day or two, which triggers the computer to add an interest charge to the next statement. The first time this happened, I called customer service and the manager told me there was a glitch in the system and someone should have reversed it. He reversed the charges and gave me $15 for my trouble, assuring me that this wouldn't happen again. Well, it did happen again this month and I've had two conversations with so-called managers, one who didn't put the comments on my file and didn't trigger the credit, and the other who told me to pay it and I will get a credit the following month. After 45 minutes on the phone with this manager, I was no further ahead, except that he offered to have someone called me within 5 business days from the Executive Response Committee. I have credit cards with other companies, and previously with American Express (Costco) and haven't had this issue with any other credit card. I imagine there are many customers who don't pay close attention to their statements and Capital One is reaping the benefits of their unwarranted interest charges.

March 22, 2016 @ 10:21 pm
Stephen Weyman
Stephen Weyman's picture

That's very upsetting to hear Gloria. I would have hoped they would have these kinds of system errors worked out - but it looks like they are still buggy. It shouldn't be the customer's responsibility to deal with these problems by wasting time calling customer service. I'm glad they at least offered you a credit for your troubles - sounds like it should be more at this point.

March 22, 2016 @ 11:10 pm
TeresaPakenham
TeresaPakenham's picture

I would like an app for my Samsung tablet , how do I set up an automatic payment ?

March 29, 2016 @ 5:35 pm
Stephen Weyman
Stephen Weyman's picture

You'll have to contact Capital One customer service directly for that. This is a blog and I'm not affiliated with Capital One.

March 30, 2016 @ 2:51 pm
richard lafleur
richard lafleur's picture

What's going on with the down account site for more than a week now? Can't access my account ! Simply
Marvelous !

April 15, 2016 @ 7:18 am
Stephen Weyman
Stephen Weyman's picture

Can someone else confirm this? That's outrageous if online access has been down for a week? Sent Capital One a tweet to see what they say. Here's their response.

April 15, 2016 @ 11:33 am
Jay
Jay 's picture

Definitely do not do business with Capital One. Their customer service is TERRIBLE. Their employees do not have the knowledge to perform their job duties. They LIE to customers and provide false information. Their credit limit increases are very small, even for dedicated customers that have never missed payments. When reaching out to the executive office, they do not return your phone calls. I have also been told how they are quick to repossess vehicles if one payment is missed. Please STAY AWAY from this horrible company. Richard Fairbank should be ashamed. I highly recommend DISCOVER. Their customer service is EXCELLENT. I am enjoying my first account with them and was a 11,500.00 credit limit. Capital One keep your horrible products and customer service.

January 29, 2019 @ 11:12 am
Zakir Somani
Zakir Somani's picture

I have a master card with capital one. But since I use a lot seriously a lot of purchasing with costs. I don't want to carry 2 Mastercard. Form. The same company. Os is it possible to call capital one and have them switch me over to Capital. One master card for Costco.

April 16, 2016 @ 4:13 am
Stephen Weyman
Stephen Weyman's picture

I'm sorry Zakir, I don't fully understand your question - could you please clarify?

April 17, 2016 @ 7:49 pm
Z
Z's picture

I already have a capital one master card. Since I shop Costco and litrally spend thousands of dollars, I would like to get the Costco master card, but not want to carry two cards. So the question is, if it's possible to switch to Costco mastercard from capital one as opposed to the capital one master card that I have carry. Will Capital one be able to make that switch without me going in the whole new application.

October 14, 2017 @ 5:59 pm
Doug
Doug's picture

Here are some of my thoughts about some of the main customer complaints & one not spoken of before.

*Confusing statements. - Not a problem for me, maybe people are just used to the format their old CC company used?

*Slow payment processing resulting in interest charges - I pay through online banking with another bank. I have noticed that it does take a few days to see the payment on the Capitol One site (3-4 days), but so far I have not been dinged with any late fees. I usually make my payment 3-4 days before my statement due date. Note: my other bank makes it a point to mention that it may take time to process a payment at another institution so to remember to allow for this.

*Low credit limits and denied credit limit increases. - I submitted a request to Capitol One for a credit increase & was declined one. No reason given, only "Try again next year". I have good credit & never late on payments.

**One "Issue" that's been bothering me since I found out about it. - I went on vacation to Cuba Jan 2016 & before leaving I called into Capitol One to let them know on my travel dates. I was a bit surprised to find out that the card would not be able to be used in Cuba. Although I understand the probable reason for this, (because it is a US based company) what bothers me is how in much of the advertising for the card to states that the card can be used "worldwide". Bordering on deceptive marketing IMO.

Here is a direct quote from an email I just received.

TIPS FOR YOUR NEXT GETAWAY.
Zero Liability: Not only is your Capital One Platinum MasterCard accepted worldwide, it also includes MasterCard Zero Liability

I'm just glad I called before I left on vacation so I had a chance to bring a different CC.

Regards,

April 19, 2016 @ 5:01 pm
Doug
Doug's picture

Forgot to mention the status on the Capitol One Online banking.

Here is what shows up for me as of April 19/16 @ 2:30 Pm

Website Maintenance in Progress

We're sorry. In order to serve you better, we are currently updating the website and are unable to provide access at this time.

If you require account information immediately, please call the number on the back of your card. Otherwise, please try again later.

We appreciate your business and apologize for any inconvenience.

April 19, 2016 @ 5:38 pm
Stephen Weyman
Stephen Weyman's picture

Well seeing as you're the 2nd person to report this, there is definitely something going on with online account access at least for some people. Have you contacted them about this to see what they say?

If their customer service is saying it is up, they may not be fully aware of the problem yet. I would imagine they would be getting a lot of phone calls if it is down though.

Thanks for sharing your experience with the other issues. Now that the USA is patching up relations with Cuba, I'd bet that Capital One cards will soon be usable in Cuba. I wonder what other countries there are where it won't work.

April 20, 2016 @ 6:30 pm
S. Gray
S. Gray's picture

I pay my account each month in full from my bank. The credit limit with the Costco card is too low. Capital 1 holds my early payment for 5 days before posting it. Capital 1 is behind the times considering we live in an electronic age.

Think I will go back to paying my Costco purchases with a Debit card!

May 02, 2016 @ 11:25 pm
L Chin
L Chin's picture

Around April 18th I was notified that Capital One was cancelling my Costco MasterCard due to a security issue. They would be issuing a replacement and I would get it in 5-10 business days. I was leaving on a work trip and while not having the card was an inconvenience I worked around it.

Upon my return, the card had not arrived so I waited until the end of the first week of May and. I called Capital one and was told that they had NOT cancelled the card but would now do so immediately and I would have a new card in 3-5 business days.

Five business days later I had not received the card and called again. I was told that there was an IT problem and that the card had once again NOT been sent, but they would now put a rush on it and send it immediately. Again I would get it in 3-5 business days.

Five business days later - you guessed it - NO CARD !!!
I called again, spoke to a manager who once again told me, the card had not been sent and that they would rush me another one, but in the interim I would get an emergency card... this is now May 13th.

May 16th a generic MasterCard arrives - NOT a Capital One Costco Mastercard. May 18th still no Costco MasterCard, so once again I call Capital One and once again I am told the card was not sent out and the request would be put in immediately and I would receive it in 3-5 business days.

Really !!!??? Is this some sort of script that they give to their customer service and they just read that regardless of what is actually going on ?
Does Capital One even have the capacity to issue a credit card ?
Why does their customer service keep telling me the same thing over and over ?

At this point it has been almost a month since I was told they were going to issue me a new card.
I have called FOUR times
FOUR times I have been told the card is on its way and FOUR times it has not shown up.

I have now asked for the matter to be escalated to the executive board but guess what ? I have to wait 3-5 business days to get THAT call. So that will be just in time for me to tell them that once again my card has not shown up. I'll bet dollars to donuts they tell me they are going to "rush" me another card and I should get it in 3-5 days.

Just for the record, in my book "rush" means NEXT day, not next WEEK !!!

Being employed in IT security, I am beginning to wonder if Capital One has not suffered a breach of some sort and they have been crippled to the point where they cannot even issue replacement cards.

Capital One is THE WORST credit card company I have EVER dealt with. As my kids would say you suck !!!!

May 18, 2016 @ 7:19 pm
Ellie
Ellie's picture

Funny I have gone through this 7 times still no card how about you did u ever get your card

June 09, 2016 @ 10:21 am
Jack
Jack 's picture

Another disgruntled Platinum card holder. I have applied for another cashback card and got double the credit limit that the Platinum card gives me. I need a card I can rely on and not one I need to continually monitor as Capital One suggested. I have applied for an increase 4 times and declined 4 times. My credit score is in the top 5% and have never carried a balance. Maybe not carrying a balance is the issue. I am done trying to force my business on them.

May 24, 2016 @ 5:09 pm
Linda
Linda's picture

I have a cruise coming up and requested a limit increase to my card so I could process the amount which would be in addition to my monthly regular usage. I have the best credit rating possible, but I was rejected. No review of my credit rating or other information. I did not have the card long enough and it was a no brainer. NO INCREASE. I am highly insulted by how I was treated. I have never owed a cent on this card - pay the total bill every month. I am retired and have a lifelong record of excellence. I would like someone in the company just to review my credit rating and to also review my payments on this card so that I feel that I am human. What is the good of a credit card and credit card company if they can't work with you?????? I would love to have feedback. And, oh by the way, I wanted a $2,000 increase. No one asked.

Feedback please.

Linda

June 02, 2016 @ 10:09 pm
Stephen Weyman
Stephen Weyman's picture

I've never heard of reasonable credit limit increases denied by other companies. You should have no trouble with Amex, MBNA, or the big banks. I personally have the most experience with MBNA and Amex.

June 05, 2016 @ 2:33 pm
Maulin
Maulin's picture

Without any doubts this is worst company I had dealt with in terms of credit card. Besides this I have Capital One Aspire Cash World card from them form 5 years. Having cards from so many other credit card issuers I never had issue with getting a credit limit increase.

Initially after getting my card 5 years back when I asked for credit limit increase I was told it will be reviewed after a year. After that calling several times got so many different answers like
- there is a system issue
- Company does't have policy of giving credit limit increase (..Seriously??..why are they in credit card business)

I couldn't believe when Costco (A retailer that tops in customer service) partnered with Capital One (the crappy one), was really happy using AMEX.

June 08, 2016 @ 4:16 pm
James Wang
James Wang's picture

Maulin,

If you read my recent experience you wouldn't want to increase your limit. In fact you would not want to use CapitalOne Credit card anywhere outside Costco. Why? I used my card at ESSO for gas, and somehow the credit card info got stolen -- I did not lose my card. For 2 months, I had ESSO gas charges twice a day, around $120 each time, for a continues 2 months. Yes, $240 of gas charges every day by ESSO for 2 months. I got charged a total of $7355.30 by the an ESSO station for gas that I never purchased.

It was my fault that I did not discover this fraud until quite a few months later. I reported this to CapitalOne, who has the so called "zero liability" policy, declined to cover this loss. The reason is that I did not report this fraud in a timely fashion.

While I admit I have some responsibility in this incident, but CapitalOne HAS NO FRAUD DETECTION software to detect this very obvious fraud. This is not a business credit card, how would I need to use $240 worth of gas EVERY DAY for 2 months?

If CapitalOne has any fraud detection, this would have been a very obvious fraud case that is talked about in any fraud detection textbook.

The ESSO station that charged my card was in a different city - Etobicoke while I am in Richmond Hill. I usually fill my tank every 3 weeksfor about $80 , not twice a day. $120 worth of GAS per filling is obviously a truck capacity. And this CapitalOne Costco Card is not meant for business. CapitalOnee does not detect fraud.

Yet CaptitalOne assumed no responsibility in this Fraud.

Now I stop using CapitalOne card because it is not safe and card holder is exposed to the fraud risk. Capitalone's zero liability really means zero responsibility.

June 11, 2016 @ 9:58 pm
Dr. Clyde Hillier
Dr. Clyde Hillier's picture

Hi stephen,

We just went through an "interesting" process trying to increase the credit limit for our Costco Capital One credit card. We have had this card account ever since Capital One partnered with Costco. We began using the card as our major credit device recently to simplify my wife's accounting work and found that the $15 K limit was sometimes not enough. When we called to ask for an increase we were told that it was not available. When I pushed the issue and went through several levels of "supervisor" we were finally granted a small increase of $3 K, this after we told that we have an excellent track record and credit rating!

We are retired but have substantial income and, in fact, limit income to minimize taxes. The company apparently doesn't even consider assets which is ridiculous since many higher income earners, ie good credit risks, use credit specifically for asset accumulation.

This company really needs to review their policies re: granting credit and they certainly need to be more cognizant of how offensive they are when they deny credit to good long term customers and refuse to provide a rational reason.

It appears that the way Simon and Laurel are dealing with the large volume of customers is to offend them and drive them away.

I will be contacting Costco's corporate headquarters and recommending that they seek an alternate credit provider.

June 30, 2016 @ 2:00 pm
Stephen Weyman
Stephen Weyman's picture

The more people speak up about this sort of thing the better. With so many people saying the same thing, it sounds like they still have a lot of work to do in this area if they want to keep their customers happy.

June 30, 2016 @ 2:23 pm
Kathy Bowers
Kathy Bowers's picture

Hello,
I am so disgusted with master card. I am from Fort McMurray and had no access to mail for one month due to the wild fires and being evacuated. When I called to ask why they declined my purchases they toId me that I had an outstanding balance of 27.00. Never missed a payment, was not anywhere near my limit and you put a hold on any further transactions because of an outstanding balance of 27.00. You should be ashamed of yourself considering Fort McMurray wildfires where on every social media known to mankind. I then placed 12,000 on the card as I was making a purchase of 8250.00. It was also declined because although I put more than enough on the card I was still not able to complete the transaction. This is the worst credit card in my possession and will never deal with BMO again. I'm visiting Costco this weekend and will be informing them that your credit card services are an embarrassment to Costco and they need to look for a different credit card company so we can make larger purchases without having deal with such ignorance as well as a huge inconvenience. I escalated the issue and still received no satisfaction. BMO, you are an embarrassment and should be ashamed of yourself especially for the fact you declined the card for 27.00 when we were displaced.

June 30, 2016 @ 2:31 pm
Peter
Peter's picture

I was looking online for information about Apple Pay support for my Costco mastercard...
reading all of the above, I'm sure Apple Pay won't EVER be supported...

I really can't stand the fact that there is no decent app to manage your CC. That CapitalOne app for costco members is just a joke. no password saving, no TouchID...
Safari on iOS is more efficient than their app

I called them to increase my credit limit (which was $1500) after a year, and they only accepted to increase to $2000
I felt so insulted. I was looking to get $3000 credit limit not $15,000....

what other credit cards should I consider to get similar cash back?
thanks

July 02, 2016 @ 6:49 pm
Kay
Kay's picture

We have had a Costco Capital One card since its inception. Initially we were given a credit limit increase, but since then it has been impossible to get an increase despite an impeccable credit rating and history of paying the full amount, on time, every month. I have called three times requesting a credit limit increase and it appears it is all a computer generated acceptance/denial that, despite speaking with a supervisor, could not adequately be explained to me. I requested they check my credit rating and was told that that is not an option. Basically they are saying they do not want our business. I called Costco's customer service to complain about this and I hope that others have done the same. This is not the level of service we would expect from Costco and we hope it is soon addressed.

July 05, 2016 @ 8:57 am
David
David's picture

Yesterday I used my non-Costco MasterCard at Costco and it was denied on the card swipe machine. A Costco lady swooped in and tried to sell me on a capital one Costco MasterCard. I shrugged her off and called my credit card company (she kept my Costco card to make sure I'd come back) and they told me a pin had been entered incorrectly too many times in a row. Odd, I had not entered a pin at the cash. They reset it on the phone, I went through a phone verification and after I got my Costco card back and declined the capital one MasterCard offer I was able to make my purchase. Again, I did not have to enter my card's pin.

It felt like some marketing scam. First pass through, my card does not work, they swoop in. Could be co-incidence but it was certainly a timely one..

July 22, 2016 @ 8:32 am
Randy B
Randy B's picture

I am sure glad I came across this discussion. I was considering applying for the Capital One/Costco card but surely will not now. I have been an MBNA MC customer for many years and have never had any of the problems discussed here. I feel compelled to tell the story of my recent experience. One day at Costco (strangely enough) my card was declined and later I phoned MBNA and was told my card was maxed out. I new this was not the case and discovered there had been six transactions totaling over $33,000 charged to my account from a company in Dublin, Ireland. I almost fell over! Customer Service could not have been more helpful and within a day a fraud adjustment was made to my account to cover the charges. Three days later the original charges were credited to my account and an adjustment made to clear them. I don't know how you could get better customer service then that. The really interesting thing is they never batted and eye at those transactions coming in to my account, I had to phone to see why my card didn't work.

July 24, 2016 @ 9:14 pm
Stephen Weyman
Stephen Weyman's picture

There's a fine line between their security systems denying too many transactions and being an inconvenience to the cardholder and not enough where fraudulent transactions slip through. I think I've had 2 occurrences with MBNA over more than a decade of using their cards and both were dealt with very fast.

July 25, 2016 @ 12:09 pm
Robin H
Robin H's picture

I did not renew my costco membership this March. Since then, I stopped using my capital one costco credit card. I found out recently that if the credit card is cancelled, I cannot get my remaining cashback money that I have accumulated from January to March. A customer service representative told me once the card is closed, cash back money is vanished in the air. What I found more shocking is if the costco membership expires in December, there is no way to get the cash back that I have accumulated for the whole year since the cash back cheque is generated in January and I have to be a costco member to redeem this cheque! This does not make sense at all. This forces costco members to renew their membership in order to receive the cashback. Capital one representative told me I signed the terms and agreement so there is nothing wrong with this. I will never ever use this credit card again unless I decide to rejoin costco membership in JANUARY so that I do not have to worry about my well deserved cash back every year. People like me who do not want to renew their costco membership, watch out!

July 30, 2016 @ 2:33 pm
Stephen Weyman
Stephen Weyman's picture

This is frustrating, but you do have an option. Costco gives a 100% satisfaction guarantee on their membership and you can cancel it and get your money back any time for any reason.

Simply renew your membership, wait until you can redeem your cash back and do it, then tell Costco you are no longer happy with the membership and want a refund for the current year. They should give you your money back no problem.

July 30, 2016 @ 3:42 pm
Jamie D
Jamie D's picture

I've been a credit card holder for more than 40 years. Never, ever have I experienced the kind of frustration that I've had with Capital One. (And no, I've never had "credit issues." Never missed payments, never bankrupt, never extended myself beyond my means, never screwed anybody around, in simple fact.) When Costco opted for this processor a few years back, I didn't think much about it--I'd never experienced how ineptly they handle simple issues. But right from the beginning, when I had to apply, I knew something wasn't right....eg. Really? you can't do a simple auto-debit of my monthly balance from a savings account? Seriously? HSBC has been doing that for over 30 years.

And then, when the Costco people (or the Capital One people--who knows how the ownership works?) screwed up our application photo and put someone I'd never met on my supplemental card, did Capital One take responsibility for fixing it? Did Costco? Nope. In fact, the whole screw up was beyone this customer's control, but both parties did that point-away, and told me "talk to them."

Capital One just charged me interest on a bill I never received (they blamed Canada Post's 2016 imbroglio, but the fact is, Capital One chose not to try and send those bills. They were never in the Canada Post system; I checked.) If you're old-school like me, and you pay bills as soon as they arrive, you depend on a creditor to advise you that an amount is owed. If they don't tell you....and make it all but impossible to pre-authorize a debit on the putative bill's due date? Well, I think it's pretty clear.

F them.

August 04, 2016 @ 2:06 am
Julie
Julie's picture

I just got off a 30 minute phone call with Capital One and I am so frustrated that I want to scream! I have been searching for a way to contact the company via email to voice my concerns, and it seems as though they don't have any customer service email addresses. In my search for this information, I found these posts and now realize that others have shared my experience. Here's what happened:

My family and I are heading out across the country on a vacation. We will be renting a car and will be spending more than usual on gas and restaurants during the trip. Because I get better cash back from this card on these items than I do on others credit cards, I thought I would call for a credit limit increase. Simple right? Everyone does those over the phone, right? Haha. Not Capital One.

After connecting to their 'customer service' department I was told that I was not 'eligible' for a review of my credit limit at this time. When I inquired as to why this would be, I was told it was 'internal lending guidelines' and they are not privy to nor will they share any further explanations. You've got to be kidding me?

I have an A1 credit rating, own my home outright, have no debt, money in the bank and a good income and yet you won't raise my $6,500 limit? I can walk into literally any other financial institution and have a credit card for 10 times that in about 10 minutes! I am flabbergasted and frankly a little insulted!

I asked to speak to a supervisor, and after hearing the same exact script from each of them, I realize that this is just how this company works. It makes absolutely no sense that they wouldn't want to increase my limit, there is virtually no risk, so that they could make more money. It makes even less sense that they won't tell you why they won't give it to you or even if or when they might consider reviewing your account.

I've worked for banks in credit card services for years and I've never heard of anything like it.

I will not be increasing my limit, but will only use this card going forward for my Costco purchases. I will be looking elsewhere for a rebate/cashback credit card that is easier to deal with!!

August 11, 2016 @ 4:22 pm
Michelle
Michelle's picture

I’ve been wanting to scream and swear all week. The credit limit increase issue with CapitalOne Mastercard (Costco) is completely astounding as I have never experienced anything like this with any other credit card issuer. There is some solace in knowing that I’m not alone based on the other comments. The following is my hell week with them.
1. Day 1: This past Monday evening (August 8), I phoned their customer service number to inquire about how to request a credit limit increase. The service representative said 'No problem. I can take care of that for you.' He asked me a couple of minor questions, input something into their system, and then immediately informed that it had been rejected. He did not know why and indicated I would have to call back during business hours and ask to be put through to Underwriting.
2. Day 2: Next morning before going to work, I called back and received heavy resistance from the service rep when I asked to be put through to Underwriting. She told me there were no increase offers (??) and they would not reverse the decision but I insisted saying the previous rep had given me this explicit direction. I was then put through to a woman in Underwriting. She was also adamant that they would not reverse the decision and I was rejected based on their internal policies which they do not disclose. She insisted it has nothing to do with my income or credit rating, etc. (and I was never asked for this information) and that I could try again in 3 or 6 months .. but again there was no guarantee. By this time, I was getting extremely aggravated because it was like talking to a brick wall and they were not giving me any information, nor recourse of any kind. I insisted that it be escalated and she said I would be contacted by a manager in the next 24-48 hours although I asserted that I should be called back that day as they were not providing customer service, nor was their product meeting my needs.
3. Day 3: The next day (Wednesday), a manager called me and gave me exactly the same spiel. She apologized saying there would be no review of my request and there was nothing she could do, but they were taking my feedback. I told her that I felt sorry for all of them that they were all forced to recite the same dialogue and being put into a situation where they had no ability to assist or satisfy their customers because of rigid and inflexible policies. I also told her that I had researched this issue and found an online forum where this was a common complaint with them which CapitalOne seemed to be choosing to ignore. She said there was a next step in the escalation and someone from the executive response committee would contact me within 5 business days. With both this conversation and the previous ones, 1) they asked me why I wanted the increase and 2) I also mentioned that I was a long time Costco member and Costco would expect this to be a better product.
4. Day 4: I got a call from a man from the executive response committee. He told me he listened to the recorded call I had with the manager and again apologized saying he would be telling me the exact same thing. Seriously?!! I told him the same thing I had been telling all the others but in a condensed version as it was another crazy frustrating call. Told me the next escalation step was to go to some concerns section on their website and it would involve an ombudsman. I told him I was hoping Costco would help me as they had responded to my Tweet about the horrible customer service with CapitalOne Mastercard – I sent Costco the detail of events, plus emailed it to the ombudsman.
5. Day 5: I got a call from the Costco Area Manager for membership. She’s aware of the issue and has even experienced herself, but Costco has to respect the financial institution and can’t tell them what to do. I told her it was a very dissatisfying response and I expected Costco to do more to support their members especially when this is a card which they endorse. She told me Costco accepts any type of Mastercard. Of course I know that – I’m trying to use their card. Again, seriously?!! I expect this ombudsman thing is going to go nowhere too. For a simple request - worst customer service imaginable. Additionally, in one of the conversations, I told them they need to change their alerts on large purchases to when the purchase is made/authorized; not two days later after it's posted. Let's see if that goes anywhere. Have never encountered anything like this.

August 13, 2016 @ 2:48 am
Stephen Weyman
Stephen Weyman's picture

I agree there is nothing more frustrating that talking to a CSR that repeats the same line over and over again without any kind of thought or reasonable explanation. If I wanted to talk to a robot, I would buy one to have in my house with me.

Check out my No Fee Cash Back Credit Card rankings for cards with better rewards and probably customer service too.

August 13, 2016 @ 3:20 pm
Alfred Gallo
Alfred Gallo's picture

The last time I dealt with such a company was American Express. My card was for company business and the company was slow in paying and they gave me a hard time, so I cancelled the card.
Now...I was surprised to learn that our cards were deactivated. Why, I thought. I always pay my bills in total every month, but somehow, a monthly payment had been missed. (Canada Post?). When I got the paper bill, I immediately payed it off in full via my internet bank account. As I had been using the card for almost all purchases, the payment was for over $4000.00. However, at last check, the payment had not been noted, even it was several days ago, so our cards are still inactive. We have a number of cards and like to use them for convenience, paying off all debits on receipt. I was told that the system automatically deactivates cards if one payment is missed. I talked with a rep and said that I have a AAA credit rating and many times the credit approval with this card, so why not flag my account as it should be-- totally good. She said the system automatically deactivates cards after one non-payment. So...I will be using my Visa, Master Card, American Express (as necessary) etc. Tell the accountants to go to marketing school.

August 22, 2016 @ 9:37 pm
Stephen Weyman
Stephen Weyman's picture

Deactivating cards after one missed payment seems pretty absurd. It's pretty easy for people to simply forget to pay their bill for a single month.

September 02, 2016 @ 3:11 pm
Larissa
Larissa's picture

I have to pay my bill over a week early, 5 days results in interest charges. I pay with e-transfers through my bank. Capitol One, when I spoke with them told me that I have to ensure that I still pay a week early as interest charges will not be waived. Finalizing in processing is the deciding factor. They also withheld money from deposits from hotels up to 3.5 weeks. As I travel with work, this was way beyond acceptable to me as the amount adds up over the month. I had to switch payment entirely in order to save room for other work purchases. Not too happy with their service. In comparison of costco credit cards, american express's service takes the gold star.

August 31, 2016 @ 1:18 am
Stephen Weyman
Stephen Weyman's picture

I thought they told me when I spoke to them that they build in several extra days to account for payment processing. Having to pay more than 5 days before the due date electronically is strange.

September 02, 2016 @ 3:13 pm
David
David's picture

I've hated Cap One since the start. Miserable website and bill retrieval system. Still got AMEX and use it where I can.I'll be happy to see the back of Capital One.

September 23, 2016 @ 11:56 pm
Twyla Youn
Twyla Youn's picture

it amazes me that in this day and age that I cannot do a balance transfer to another credit card. I paid the amount owing on cap one card twice in error and am now sitting at a credit. What I wanted to do is transfer that amount to the other card but was told to phone my financial institution and have them reverse the payment. Um no I haven't a clue when I did this and figured it was far easier to just do this. I'm not paying a fee to have some person at the bank look for the transaction and charge me for looking it up.
As well I find it very 1950's that I have to have my husbands approval to beable to obtain any info on the phone or internet with your site. when on the statement it clearly has transactions separated for each of us as to what and where we used the card. Very backwards. but my biggest beef is the balance transfer option and that a company such as Capital One doesn't provide that option.

September 29, 2016 @ 10:23 pm
Stephen Weyman
Stephen Weyman's picture

Did you ask them if they could cut you a cheque for the overage? A balance transfer would be a much more convenient option though.

October 14, 2016 @ 12:47 pm
Laura
Laura's picture

I just tried to use my Costco credit card in the Costco here in Utah. They do not accept Master Card!!! This is not good! I always used my Costco card in the USA before. What is the deal here?

September 30, 2016 @ 2:19 am
Stephen Weyman
Stephen Weyman's picture

Yes, right now Costco Canada only accepts MasterCard and Costo USA only accepts Visa. Strange arrangement but that's how they decided to do it.

October 14, 2016 @ 12:48 pm
Rob drummond
Rob drummond's picture

Tried to increase credit limit for an instore purchase of a new furnace for $10,000. My limit $8000. Initially declined . I asked to speak to a credit rep , declined again citing internal guide lines and no reflection on my credit risk.
I have excellent credit,good income and assets.
I think it's terrible a credit merchant can not support its customers or the store it has a business relationship. Especially for an instore purchase. Bring back American Express , Please!
I will be cancelling my Capital One card shortly as I choose not to do business with a company that can't support its clientele. I would encourage anyone else unhappy with their lending practises to send a message and do the same!

October 04, 2016 @ 12:45 am
Stephen Weyman
Stephen Weyman's picture

Frustrating. You might be able to get away with it if you over-pay the card ahead of time by a few thousand dollars to artificially increase your credit limit.

October 14, 2016 @ 12:49 pm
Les
Les's picture

I was one of the people very that was very disappointed that the auto-pay functionality was not working at the start up. I was glad to see it come in but when I tried to auto-pay through my Tangerine bank chequing account I found it doesn't work. I discovered the auto-pay only works with bank that have 7 to 9 digit bank accounts. Tangerine has a 10 digit bank account. I spoke with a representative and was told Tangerine accounts will not work. I wrote asking if this was deliberate discrimination against Tangerine but I never received a reply.

October 11, 2016 @ 4:42 pm
Stephen Weyman
Stephen Weyman's picture

I hope they get that one fixed - I'm sure a lot of their customers use Tangerine.

October 14, 2016 @ 12:50 pm
gis
gis's picture

The same thing happened to me. They told me that I should set it up on line and I did with my Tangerine account only to find out later that the payment did not go through and I had interest charged. When speaking to them they did not offer to set it up from their end which i still am not sure why they could not do. Perhaps intentional as they can catch people who might not pay on time.

this is the most frustrating credit card experience I have ever had, customer service reps unhelpful.

Can't believe that Costco is putting their customers through this.

I will use my BMO mastercard from now on. I get angry now every time i am asked at the til to sign up for their credit card.

February 21, 2017 @ 2:46 am
Ryan
Ryan's picture

We have had a Capital one card for many months now. We recently started new construction on are own personal home. Received a letter in the mail stating we may be using the card for business purposes and account may be cancelled if business purchases continue. I called capital one to let them know we are building a personal home. The manager just kept repeating the same thing. "Don't use card for business purposes" and then offered me a business option card. I declined because I do not need a card for business. Is this some sort of bait and switch scheme? Has anyone else experienced this? Is Costco aware of the scheme? I am sure the business card would have a yearly fee. It does not make sense when so many members of Costco are business owners. Capital one must be aware that many Costco members have business memberships.

October 12, 2016 @ 11:23 am
Stephen Weyman
Stephen Weyman's picture

I guess personal cards aren't technically meant to be used for business but I currently use a personal card for my business without issue. Capital One seems to be quite strict in how their customers are allowed to use their cards.

October 14, 2016 @ 12:52 pm
lucy fairview
lucy fairview's picture

I want to help my friend apply for a Costco Capital One Platinum MasterCard.
She has had a stroke and lost the ability to deal with numbers.
I have her Power of Attorney and help her with her financial dealings.
She shops at Costco and I want her to maintain her independence.

She needs a very low monthly credit limit so that we can keep track of her monthly spending.
At the Costco store, I was told that Mastercard's lowest limit is $1500 and that is too high for this circumstance.
We need a limit of just a few hundred dollars.

How can I arrange that?

October 17, 2016 @ 12:33 pm
Stephen Weyman
Stephen Weyman's picture

You should be able to reduce your friend's limit with most credit card issuers below $1500. You can use ANY MasterCard to shop at Costco - so I would just seek out another MasterCard from another bank than Capital One that doesn't impose a minimum credit limit like that.

November 07, 2016 @ 2:28 pm
Keith Jones
Keith Jones's picture

I have used the Costco Mastercard for a trip because I had $3,000 credit( having used my credit card for a purchase to get an extra warrantee) I hired a car for one month and paid the hierage and a deposit at the end of the car hire period I had an extra cost for leaving the car at a different destination which they billed my credit card for, I would have thought they would have taken it out of the deposit however ther was no disput with the charge. After a few weeks the deposit was not yet credited to my credit card , after phone calls to Spain I received an email saying that it had been credited to my account. Mastercard had no record of this I spoke to Paul and said I would send full documentation (contract ,email ) He stated there was no need to do this at this time and this would be investigated.
After many days I received a letter from Mastercard saying that there would be no credit returned, there was no consultation with me . I appealed this decision and sent the relevant documents by fax. one month latter nobody could tell me if in fact they had received the fax. I sent another one on Oct 20 and specifically asked if they would confirm receipt of same today Nov 1 I received a call from a new contact in this saga who is now going to liase with the disputes dept and me and will get back to me in 48 hours. In my opinion Costco made a major error in linking up with this company.
They say that they have recorded the phone conversations in my opinion someone should listen to them and have a system rethink

November 01, 2016 @ 9:07 pm
Heather
Heather's picture

We also opened a Capital One Costco credit card Our experience with Capital One was quite bizarre. They actually kept giving us credits on our account. I called to say they had made an error. The money was not ours. They pretty well told me I was mistaken. I had made a payment and I should recheck my records! I finally told them to reverse the credit but I wanted to know what the error was and who actually would receive the funds. They did reverse the payment but did not give any explanation. Another mysterious credit was made on our account. Obviously someone had the wrong account number and was making their payments on our account by error. I again phoned Capital One and tried to explain the problem. They were less than pleasant. I decided I would leave the account for 3 months without activity and then would cancel the card. At this point I had a credit of over $100 that was not ours. We reasoned if they actually send us a cheque for the credit amount when we cancelled the credit card we would then take it to Costco. In the end we cancelled the credit card. Magically the credit was reversed again without explanation. We only hope that whoever was making the payments to our account instead of theirs actually did receive the funds back.

November 13, 2016 @ 4:18 pm
Robert
Robert's picture

Be VERY careful signing up for AutoPay! Here's what happened to me:

I was late (by 2 days) paying off my statement balance (I always pay my balance in full!) I paid the balance, started looking around for an auto-pay option and discovered I could sign-up for AutoPay -- so I did. I then contacted Capital One customer service to advise them that I was submitting a late payment and that it won't happen again as I've signed up for AutoPay. I got an email back a day later telling me that, as a good customer, they will issue a $25 credit towards my interest charges once they received my payment.

Flash forward a week, I check my on-line transactions - they got my payment and credit as promised. 2 weeks later, my due date arrived for AutoPay. The amount withdrawn from my account did NOT equal the last statement amount. It as somewhere between my last statement and current statement amount. I called to question the amount charged and after speaking to first line and then a supervisor I got no straight answer as to why I was being billed way more than I had expected.

Sitting down with my statements and a spreadsheet, I was finally able to piece it all together. The AutoPay amount was:

a. My Last statement amount (which showed the missed payment + interest
b. Minus my late payment amount
c. Plus all the transactions SINCE the last statement, until 3 days prior to the AutoPay date (which is the statement Due Date)

So basically, they charged me for everything owing to them, including transactions for which no statement was yet issued!

No where in any cardholder agreement or in the AutoPay agreement did I see where AutoPay would collect non-statemented transactions. This unexpected and additional charge (of over $1,000 in my case!) caused my bank account to overdraft as I certainly was not expecting to pay more than my statement amount, less the amount already paid (I even accounted for the full interest!).

To top it all off, I never got a clear explanation of they came up with this amount. I had a feeling it was past + current charges, but when I asked them directly "are you charging me for transactions you have yet to send me a statement on" the reps skated around the answer.

I have since cancelled my AutoPay authorization and am considering further action. Shame on you Capital One and Shame on you Costco for doing business with such a sketchy outfit.

January 17, 2017 @ 9:03 pm
John
John's picture

Costco is misleading applicants on the Capitol ! credit card, they inform new customers that they will get 3% cash back on Costco purchases. Not true, we will be cancelling this bogus card ASAP.

January 27, 2017 @ 10:05 pm
Paula
Paula 's picture

My husband is the primary cardholder and I have two issues related to this. I needed to change my pin a while back and phoned but was told that my spouse had to be the one to change my pin, even though my name is on the card. Second issue, we received our cash back coupon which my husband signed. I tried to use it at the store and they told me only the primary cardholder was allowed to use it and needs to be present. They sure make a spouse feel like a second class citizen. They will take my money but someone else controls it. When we have received our normal joint Costco cash back (non credit card) there has never been any issue. We have also had joint credit cards before where I can change the pin without having to get someone else to do it for me.

February 13, 2017 @ 4:30 pm
Murray Snyder
Murray Snyder's picture

Joined costco and was compelled to apply for mastercard. I was asked if I require a spousal card and it was applyed for at the same time. I have received my costco membership mastercard but no spousal card, Will I receive this supplemental card
or do I just cancel costco membership as my wife shops there while I am on the road and need my card.

February 14, 2017 @ 12:51 pm
kobe
kobe's picture

my sister is the primary cardholder, but I got approved for Costco mastercard capital one, will that information will be disclose to her as she is the primary card holder?

March 01, 2017 @ 2:55 pm
Ann Marie
Ann Marie's picture

We received our cards and started using them beginning of Feb. As of today, Mar 14, have not received a statement. Signed up to view online and see that my balance is due in 4 days. Good thing I checked. Still not clear whether the transactions showing are just mine (primary card holder) or my husband's as well. Have emailed for verification, so hopefully I will hear back in time.

March 14, 2017 @ 4:12 pm
HanJie
HanJie's picture

Did they really cancelled my card at the time I requested. Now they give me a bad credit after over 10 years good credit.

I have cancelled the Captial One Costco Card at beginning of 2016, at the time of cancelling, I have been told there is zero Balance on the account. but after a few month, I received phone call from capital one asking me to pay $68 because those transaction did not show up at the time of cancelling months ago. then I made the payment. Now 2017-03-14, I received another call from Total Credit Recovery says the Captial One put up a claim for the balance $153.21. I explained and sent them the proof. then Total Credit Recovery explained the info from Captial One. those are belong to two transaction, one is happened June 2016, the other happened Augest 2016. I dont understand why the transaction still approved after cancelation.

What do I suppose to do. I have tried to call the capital one, but they just transfer me to the Total Credit Recovery. I believe they should have a voice record of the cancellation.

March 21, 2017 @ 4:17 pm
Gaya
Gaya's picture

Hi,

I have bigger problem with card, Costco promise to get this card under business membership with personal details and used for the business purchase and statement will appear both name. now CAPITAL ONE says they are not responsible for what Costco says they are not invcluding business name in the statement and this card should not be used for business purechase. The Capital one Manger is not properly trained and she says capital one cannot take any responsibility feven for their own empyees promises made to promote the card. her name is Jahlisha

I happy to come with this issue and explain to the whole public

April 07, 2017 @ 11:20 am
Patrick Fay
Patrick Fay's picture

Just had my payment declined in a very embarrassing situation. Dinner at a nice restaurant--some guests I am hosting. No other card with me. On a short vacation and using this card regularly. No reason to decline--they said it was random'. So I have randomly cancelled this card. Patrick.

April 15, 2017 @ 11:53 am
Bert Hooftman
Bert Hooftman's picture

Had this Card since January 2017 Took Capital one over 22 days to process my March payment resulting in a $ 96.34
interest charge. Monthly transactions usually around $ 3000.00. I have used this card for the last time. Have around 125.00
rebate coming, I guess I wait until Jan 2018 for that one.
Will not recommend this card to anyone. When inquiring I was told they would rebate 50% of the interest charges which I translated as an admission of guilt. Have flawless payment history with Visa card for over 40 years. Took 3 months with this card to loose that distinction!!!

May 01, 2017 @ 1:48 pm
Glenn
Glenn's picture

Been with Costco,Capital One for about (3) months and have now a fraud amount posted against the account. The Fraud dept is working to resolve but will take (30) to (90) days. Can this be expedited? Have had credit cards for over (40) years but never had a fraudulent amount posted against the account in that time. How efficient and secure is Capital One?

May 07, 2017 @ 2:52 pm
Jodie
Jodie's picture

Interesting, I just googled "costco capital one security concerns" and this site came up. I wanted to see if there were others that had concerns as I do right now. I had fraudulent charges on my card in February, found them while I was looking over my online statement. I called Capital One to report it. Long story short, it made me very uneasy that I was the one who found the charges, they hadn't. It was all worked out in a very timely manner so I was pleased with that but then we found out a friend of ours had the exact same experience. She found the charges on her statement and by this time, whoever was using it had racked up $3000.
The the other day, I went into my wallet to get my card and it wasn't there. I had a moment of panic trying to retrace my steps. I was out so I quickly googled "capital one costco card lost or stolen" and no number came up immediately, I had to do some searching and found the customer service number. After being on hold for 5-7 min, I finally got to talk to someone. That left me uneasy as well. When I googled my old credit card company, lost or stolen, a number popped up immediately and it was a dedicated line. If my card had in fact been stolen, it could have been used in that 5-7 min. that I was hold.
My concerns are that I've never had fraudulent charges before but when my previous cc company thought my card had been compromised, they called me, immediately. They also have a dedicated phone line for lost or stolen cards. I shared these with whoever I talked to at Capital One and told her those concerns are enough to make me go back to my old cc company. After reading all the comments here, I'm definitely going back...but I'll wait for my payout first!

July 23, 2017 @ 7:44 pm
John
John's picture

As I've noted in a few "social media" forums, I'd rather fly United than trust Capital One.
They raised my rates, and refuse to connect me with anyone so I can talk about it.

19.9% isn't a screamingly generous rate, but I could live with it and make regular payments.
when they kick it up to 25.xx% and refuse to connect you to anyone that has any authority,
Like I told them, you got greedy, you just lost me as a customer - forever.

People with complaints against Capital One, that keep being stonewalled, Take it to social media.

July 24, 2017 @ 11:26 am
Marvel J Chappell
Marvel J Chappell's picture

My husband and myself have held Capital One cards for a number of years and we, like most consumers, pay our bills on time. When we applied for the alternate Mastercard we had presumed we would be granted the same credit line as the Costco Amex but were surprised when it came with a limit of only $5,000.00. Admittedly we didn't use for a number of months for this reason : it made us feel that we were poor credit risks and left a bad taste. I want to point out too that of ALL of our credit cards this is by far the lowest limit allowance. We did begin to use and had been using for about 9 months to a year when I asked about an increase.

I explained we were doing home renovations and did like the cash back feature so would like to use this card. At the beginning of the call the very polite person told me that she could do nothing as she had no access to credit bureaus or credit history but she would like to transfer me to another department who might be able to help and asked if she could do that for me. I agreed, not realizing I was a lamb being led to slaughter. I was then transferred to I don't know what department but I presume a "management review" section like an innocent dupe. I was so surprised that I was spoken down to and flatly refused an increase. We also suggested that we would have been happy to close one of our other Capital One cards with a much larger credit limit but that too was immediately vetoed and once again in a very negative way by the person on the other end of the line. I think I was most surprised because I went into all conversations with no negative tone and hadn't expected to be spoken to as if I had my nerve asking them for this.

In the end I was told I was welcome to call again in another 6 months and they could consider then.. With the attitude I received on that one phone call what are the odds I would ever call back and make that request again.

Lastly I want to mention that in that same time period we had been approached by a number of our current credit card companies asking if we would like to increase our credit limit.

August 06, 2017 @ 12:24 pm
Ines Paoletti
Ines Paoletti's picture

With regards to limit increase requests, my husband was told that Costco has asked to limit the credit limits on the Capital OneCostco card to $10,000.
Not sure anymore if this information is correct so we are validating this information with Costco.

August 12, 2017 @ 10:17 am
Clinton
Clinton's picture

Quite the contrary actually. Costco doesn't have any control over the credit limits, that is all up to Capital One. You have to remember that Costco's business was built on small business owners, not us individual shoppers. Every warehouse has a large number of customers that have monthly shopping volumes of $10,000, $20,000 or more, and the move to Capital One MasterCard from Amex has been extremely frustrating due to the low limits that Capital One has been providing to members.

The problem is that Costco members are, on average, a more affluent customer, which American Express has always catered to and understands well. Capital One, on the other hand, is known more for handing out credit cards to people with lower incomes or poor credit. Frankly, I don't know what the brain trust at Costco Canada was thinking when selecting Capital One as a partner.

August 31, 2017 @ 5:56 am
Poppy
Poppy's picture

I have a Costco Capital One Card as well. I usually pay off the balance in full every month. I recently made a large purchase and decided to pay it off in two months instead of using cash from savings. I also subscribe to credit monitoring with both of the Canadian credit bureaus. A persons credit score is arrived at by numerous different calculations, including total credit utilization.
I logged into my credit file today and discovered that my Costco Capital One Platinum account, had not been reported to the credit bureaus since July 10/17, and here it is August 27/17. I had made a large payment to my Mastercard at the end of July, which was not reported to the credit bureau by Mastercard. This should have been reported around August 10/17. I called Capital One, was escalated to a Supervisor, who was unable to give me a reason why they didn't report to the credit bureau in a timely fashion. Creditors, as far as I understand, are required by law, to report to the credit bureaus on a monthly basis. In essence, the "non reporting" pulled down by credit score. The score should have risen due to the reduction of total debt! I am awaiting a call back from Capital One, within 24 to 48 hours. Hopefully, they will come thru.
I am wondering how many other Costco Capital One customers are being affected by this? I also have a Capital One Aspire, and that account is reporting monthly, without fail. Has anyone else experienced this? Folks, it really pays to check your credit often, not only once a year!
Thanks to everyone and good luck!

August 27, 2017 @ 7:28 pm
Poppy
Poppy's picture

Mystery, but on September 01/17, after calling both Costco and Capital One, I checked my credit file again and the account was updated as at September 01/17, showing my August 09/17 statement balance. Strange how that happened! I am still waiting for another Manager from Capital One to give me a call. Hopefully they will.

September 02, 2017 @ 6:40 pm
Jean Francois Prieur
Jean Francois Prieur's picture

FYI, I have been waiting on hold 45 minutes + over the last several weeks trying to reach the dispute department. Costco is usually pretty demanding of their partners, don't know why they partnered with the worse credit card company in Canada.

August 28, 2017 @ 8:26 pm
Brian Sas
Brian Sas's picture

DO NOT USE CAPITAL ONE, customer service is non existent, I am a very loyal to whatever card or organization I deal with, Visa 38 years, former Master card 35 years. When Costco went to Master card from Amex I thought I would switch so my executive membership and credit card would be together, biggest mistake of my credit card life, 18 months in the first time my balance on the card (which was always kept current) was over 10,000 they mysteriously could not find my cheque for the payment (due date 13th). I call on 17th 6:30 pm as cheque had not cleared my account, lady said no cheque yet somehow mysteriously it cleared my account that night. Long story short version recommend this company to your worst enemy, they will screw them over more than you ever could, for your friends recommend any other company. $225 interest later and back to the MasterCard that I originally had. Capital one rating -10, Costco I am disappointed with your choice of credit card company but still a loyal customer of yours.

August 30, 2017 @ 8:34 pm
Gord
Gord's picture

Just a heads up for everyone, I have been using a Costco Capital One Mastercard for the last two years, and recently tried to use it at Costco to pick up some groceries. The cashier ran through the items and when I went to use the credit card, it was declined. I advised that something is wrong, and asked to try it again (the cashiers eyes rolled, as I'm sure she hears this frequently), and she attempted one more time. Declined. I asked if I could try inserting it instead of 'tapping' and tried a third time. Declined.

Shocked, I went home and called the number on the back of the credit card, and was informed that Capital One had decided to close my account. I asked the reason why they would close my account without any notification, and leaving me in the embarrassing position of having my card declined, and she advised that Capital One does not have to give any reason. I could not talk to anyone else, she advised that was the bottom line. I later went to Costco to talk to a manager, and they advised that they have nothing to do with Capital One, so I was on my own with them.

A bit of history, I have never been late with a payment, and completely pay off this card every month. In fact, after I make a purchase, I go right to the computer and make a payment to cover the charge, and usually over pay.

The real fraudulent part of this warning, is that to date this year, they owe me cash back payment of $1,080.67, plus the $77.00 over payment, and after another discussion with Capital One this morning, the manager advised that when the account is closed, all over payments and cash backs are rendered null and void, so I am basically out $ 1,157.67. And they still won't advise the reason that they decided to close my account. On a fourth call to Capital One, they eluded to the fact that I was using the card for business, which is 100% incorrect, as I have a Avion Visa Canadian and US dollar for business.

So, if you are using a Capital One card, be aware that they can chose to close your account and steal all your cash back, and any balance on the account with no notice or reason given.

September 16, 2017 @ 12:21 pm
Alistair Lachlan
Alistair Lachlan's picture

I made a payment on my Costco Capital One mastercard 8 days ago through online banking.
Capital One still has not acknowledged the payment on my account.
It took me an hour and a half to reach Capital One on the phone to ask them about it.
The representative claimed that they had received my payment days ago, but had not posted it because they were rejigging their computer system or words to that effect.
The waste of my time could easily have been avoided if Capital One had sent an email to card holders telling them that posting of payments to their accounts was going to be delayed by up to eight days. My bank posted the outgoing payment on September 14 after acknowledging it on September 13. It is now September 21 and the payment is not showing on my Capital One account. Their representative indicated that the payment should show up tomorrow. We will see if that pans out.

September 22, 2017 @ 1:25 am
J Thomson
J Thomson's picture

Long hold times continues to be a huge problem. I had call to them 3 times over 3 days and waited over a total of 8 hours for a representative to answer my call as "they were experiencing high volumes'. I tried to get answers via their facebook page and also had to wait over 2 days for anyone to respond to my message and query. If this is an improvement over what they had before, then they have a lot more work to do in this area. This is by far the absolute worse and most frustrating "customer service" response time I have ever experienced.

September 23, 2017 @ 2:29 pm
Linda
Linda's picture

Have now been om hold for 40 minutes. At start it said 10 min wait. Have tried every day for a week. Terrible

September 24, 2017 @ 12:25 am
Tim
Tim's picture

I activated the card, but the first time I tried to use it, to buy gas at Costco, it said the card was not authorized. Numerous attempts to reach customer service have been unsuccessful. I can't wait on the phone for 45 minutes to talk to someone.

September 25, 2017 @ 1:19 am
Truffles
Truffles's picture

I just spent 1.5 hours waiting for someone to answer the phone at Capital One. (their chat was not working--same issue--no one available to chat, and they said the wait was 45 minutes). I finally got help to log on after they wiped out all the information that was on my account.They say because they launched a new system to prevent fraud. Problem they didn't fix the other problems with this company. Long customer service waits, no chat, no automatic payments available. And to top it off, a very rude customer service rep. No apology for the wait, just blamed me for not knowing that I had to create a new account. I don't use this card because of the inability to pay the balance automatically. I think Costco really messed up big time with this company. It has been two years, and they are still unable to provide what customers want!!

September 25, 2017 @ 11:27 pm
Truffles
Truffles's picture

I just spent 1.5 hours waiting for someone to answer the phone at Capital One. (their chat was not working--same issue--no one available to chat, and they said the wait was 45 minutes). I finally got help to log on after they wiped out all the information that was on my account.They say because they launched a new system to prevent fraud. Problem they didn't fix the other problems with this company. Long customer service waits, no chat, no automatic payments available. And to top it off, a very rude customer service rep. No apology for the wait, just blamed me for not knowing that I had to create a new account. I don't use this card because of the inability to pay the balance automatically. I think Costco really messed up big time with this company. It has been two years, and they are still unable to provide what customers want!!

September 26, 2017 @ 12:36 pm
L. Wourms
L. Wourms's picture

I just spent 2 hours waiting for a Costco Mastercard representative. I was finally informed after 7 attempts (2 hrs) to transfer my call to a Costco rep. that Costco reps were too busy and to call back early Monday morning. Why keep me waiting on the line all morning? They kept trying to transfer my call and after waiting 15 to 20 minutes, someone would answer from Capital One and say I had the wrong department and they would transfer me again, all with the same result.What a gong show! I feel Costco made a bad, bad move aligning themselves with Capital One as they are not able to provide a satisfactory service. Lesson learned and I will not be activating the credit card. This reflects badly on Costco as we did not have that experience with their American Express.

September 30, 2017 @ 5:02 pm
Vincent Donohoe
Vincent Donohoe's picture

called 800 number and waited 2 hours for service and when I got through I was given the wrong information about getting my new card and had to call back to find out why I had not received it yet, then was told the card would take 14 days to get to me.but after a few minutes was told it would be here in 3 days.....poor customer service and would cancel if I was not a costco member

October 03, 2017 @ 5:54 pm
Choi
Choi's picture

I called in three times to find out the status of my replacement card because I wasn't satisfied with the answers I was getting. I reported a lost/stolen card on Sept. 16th. Was told a replacement card would be sent out. Waited 2 weeks, no card. Called in to ask what the delay was. Was told that the card was not sent out yet but I wud rcv the card the following wk. 2nd time I called the CapitalOne rep claimed my file said I only reported the card lost on Sept. 21st & wud not rcv a new card until end Oct. I corrected this as I had a police report on the 16th reporting this card stolen & I called in the same day to CapitalOne. She had no response to come back to me on that. Now she told me I wud not rcv the card until end Oct. while the other rep told me I wud rcv the card wk of Oct. 2nd? All this becuz they are upgrading their system? I asked her what I was supposed to do while I waited 1.5 months to get a replacement card? Debit everything? Third time I called in was told again that I wud get the card end Oct. Asked to speak with a supervisor or manager. Was told it was too early, nobody available. Who is going to compensate me for the lost Costco points? I will not be purchasing anything on CapitalOne MC since I won't hv a card for 1.5 months. With Thanksgiving and Christmas holiday coming up I am losing all my purchasing cash back points with Costco. I have a few monthly automatic billings on this card that I now hv to advise those vendors to switch to another credit card. Very, very poor customer service with CapitalOne. Seriously debating if being a Costco member is worth this hassle since it looks like I will be paying for my Costco membership since I won't have enough points to get the cashback to pay for it. This is how they sold me on getting a CapitalOne card in the first place. Made a huge mistake going with CapitalOne.

October 07, 2017 @ 7:33 am
Janeen
Janeen's picture

I read this article and it SEVERELY inaccurate. It states that Capital One "backdates" payments to the day they are made. I can provide audio of a customer service rep telling me this is not the case. They expect you to make the payment 5-10 days in advance of due date or they WILL count it as a late payment and if it happens twice jack up your interest rate.
We used this card and cleared it frequently for my husbands business but they have lost us as customers, I am paying it off and closing my account.
Most recently I was locked out of our online account only to have some condescending rep act like it was my fault when their new system did not use the first letter of my husbands last name to access their "new" system. Because I am not making the payment until one day before it is due this will count as a late payment. I asked the rep for grace as it was their error that locked me out of our online account (paperless statements) and he refused stating that we should have called in.
I DID call in and after waiting on hold for 30 plus minutes several times I had to hand up (there message said it would be 10 minutes). Today my wait time was 35 minutes.
Worst customer service from a credit card ever.
Cancelling this card and now using BMO for our MasterCard needs.

October 04, 2017 @ 2:43 pm
Jon-Paul
Jon-Paul's picture

About 4 months ago I applied for and received a Capital One Costco branded credit card. Fast forward to today. After trying to buy gas with it I phoned Capital One and after being on hold for 30 minutes, was told it had been cancelled. Lovely, as I have always overpaid the balance owing before the due date every time. The agent Jeff was unable to tell me why it had been closed but that they had sent me out a letter yesterday. Three cheers for that customer experience. You close the card without telling me and decide to send that information in the mail while I continue to try and use the card to purchase more services which you earn income off of. And to boot, I last used the card only 2 days ago.

Terrible customer experience from an uncaring and truly terrible company. I will never do business with Capital One again. My credit will take a hit because of their callous nature in opening a card for a customer and within three months closing it. Not only that, I can no longer get into my online account to verify what my final balance is and what rewards I should have had, as I assume they just closed that down too.

Without going into too much detail I happen to be a highly valued client of my bank.

October 06, 2017 @ 3:48 pm
Choi
Choi's picture

Very poor customer service from CapitalOne MC. Called in a card lost/stolen on Sept. 16th and first was told a new card would be sent out. Waited 2 wks, no new card. Called again, wait time 45+ minutes to speak with a rep. She told me the first guy was wrong, I wud only rcv a card at the end of Oct. That is 1.5 months after I report my card lost? Unacceptable. What am I supposed to do? Debit everything? What about the vendors that have automatic monthly billing to this card? She told me I shud pay them by check for now until I get the new card. What!!! Called in a 3rd time, received the same answer. Card wud be sent out by end Oct. Who wud compensate me for my lost Costco points? I won't be getting any points to my Costco cashback for 1.5 months of purchases. I only took the CapitalOne MC because Cocstco told me that with every purchase on the card I wud be getting 2-4% of points & this wud pay for my membership. Now I wl be losing 1.5 months of purchasing on this card with no compensation for lost points. I asked to speak with a supervisor/manager. Was told it's too early, nobody available. They have lost me as a customer. I will also be cancelling this card, if the new one ever arrives, and use BMO MasterCard.

October 07, 2017 @ 7:54 am
Choi
Choi's picture

Hi Stephen,
Sorry I think I posted twice. Didn't see that it was to be reviewed before posting to the board. Feel free to post only one of my comments. Thank you.
PS - Love your site. Didn't see this until I started looking around to see if anyone else was experiencing the same problem I had with CapitalOne.

October 07, 2017 @ 7:57 am
Mikka
Mikka's picture

CapitalOne will no longer be in my wallet after repeated problems created solely (intentionally?) by Capital One over the past couple of years, since being coerced into it by Costco. Amex was working so well for so long. Maybe Costco CEO's office will heed the many complaints here and on ConsumerAffairs and switch back or away from Capital One. After the most recent online banking website change and inability to login for extended periods and the resulting interest penalties, I am DONE with that company. Plenty of other options available, but Capital One is so far my worst credit card company experience by far.

October 23, 2017 @ 3:59 pm
AC
AC's picture

Problem: Frequent and random blocking of transactions.
Pain point: Having to call in repeatedly (every 2 weeks from Oct to end of Nov), wait and wait to talk to the rep, then get transferred to fraud team, went through all the security questions, then being told "we have adjusted your account and you should have no problem using the card going forward". - time wasted on each call - at least 30 mins. Sometimes wait time alone can be 45 mins before you even get through.
More pain point: Transactions continued to be blocked. Continue to call in to have the card unblocked. Continue getting promise that "your card will be fine going forward". Last week my card was blocked at Costco!
What is so puzzling: I explained to the rep every time I have not changed my spending pattern since Costco forced us to switch to this card. I shopped at the same businesses. The rep kept repeating the same line - my account has been adjusted. It should be fine going forward.
Bottom line: I gave up, just waiting to collect my cashback for 2017, then cancelling the card for good. There must be other cards that provide good cashback / other rewards.
Overall impression of Capital One credit card: This is the perfect card for you if you like to be on the phone and talk to a friendly (but useless) client rep every 2 weeks, going over your personal info for security check every single time. Or for someone who enjoy the excitement of guessing if your card will work every time you try to use your card. I agree with the other post - AMEX was working so well. Why kill a good thing and force this on your poor but loyal Costco members??

November 25, 2017 @ 9:44 pm
Phillip H Handy
Phillip H Handy's picture

I have been a loyal Costco customer for several years and have had no problems with Amex and Costco Master Card until they revised the system this Sept. Now they give me a special code to get into my account when I wish to check things out. However yesterday Dec 12/17 no more codes and they tell me my Costco account # must be validated. Costco laughs at me and say you shop here don't you and I answer of course then they say then your account is valid so tell them that. Nobody is offering any help from Costco so can you point me to some one ? Cheers Phil Handy

December 13, 2017 @ 8:11 pm
aaron
aaron's picture

My issues with the car are different then what is above. I've not had issues using the card because I've not really used it yet. I've put about $100 on it via Amazon, Netflix and other online services. No issues there. As of yet I've not run into any issues paying it off. Mostly because I do not know when I have to pay it off by. That is sort of where my issue start.

There is a CapitalOne app available. When I plug in all my info I get a still, generic error stating that my information can not be found. Initially I brush it off. A bug i suspect with their online services. So I wait a couple of days. When I remember and try again. I get the same error. So right away I am thinking its what have termed "The Canadian Bug" -- when American/International companies roll out services to Canada but, what gets rolled out is either not complete or only a subset of what they offer else where. When I call in I get an automated "higher than average call volume" message. Suspicion confirmed as I am calling in the middle of the day. Eventually I get to speak to a human but, the call drops. When I call back, again "higher than normal call volume" message. The individual I talk to confirms its a known issue with no ETA on a resolution. She tells me I can log into the site from my phone; to access my account. Is that what the app is for? I ask about canceling and how it will effect my Costco membership. I am told canceling the card will also cancel my Costco membership! Means I will have to go into a Costco to deal with. PIA.

At this point I have already set the card up in Netflix and Amazon. I resolve to keep the card and use it as a replacement for my stupid Amex card.

Not having an app(fully functional), not being able to enter the card into Android Pay and not being able to Tap and pay is a huge hindrance to how I want to use the card. My goal was to replace my Amex card with this and I don't really Tap and Pay with it so...i'll keep it.

The app just updated its self yesterday and I can now login. Once logged in I can see usage history and current balance but, not balance due by date. Weak. If you publish an app for your services, do you not want it to be complete and polished? Guess CapitalOne does not. Again..."Canadian Bug"

Its almost 2018. With this card I can not tap and pay, the app is weak at best and likely and afterthought by CapitalOne and there is no support for Android Pay. The card was a bad choice and is feature weak up here in Canada. The one and only thing that makes it better than an Amex is that I can actually use it at stores...i hope. Not tried that yet....

December 14, 2017 @ 11:31 am
Mr J Davidson
Mr J Davidson's picture

We received our bill and made a cheque and mailed it out the following day, it was received and processed and the following bill I received had interest charges on it. Impossible... I phoned Capital One and was told my payment had not been received. I phone my bank which not only told me the date it had been stamped but also a little code number from the bill I had put onto the cheque... very politely they asked if I needed a copy of the canceled cheque.. I said I would get back to Cap One and if need be would recontact them... Well Capital One all but called me a lier... it has not been received... lady I had my bank on the phone they have my canceled cheque. We will look into it... in the meantime I have interest charges.. pay it and we will fit it up next bill...yea right... I recalled a few days later and sure enough it had been posted but past the due day.. apologize for cap one error .. heck no.... Next bill goes well... next bill got a $23.... interest charge as from Montreal to Toronto by mail it took 10 days.. BS..... and was posted late so I got interest again... I paid to the bank directly on the next bill and got 11 cents of interest... for what.. you got my money this time in plenty of time..... the lady said she would take it off... as it was some kind of previous interest charge (I never heard of)... this bill I see the 11 cents as a credit..... seems like allot of people are having same or similar problems... heck of a way to run a business.... NO recommendations on the good side from me.. to my friends Sure wish they had stayed with AMEX never had a problem with them..

January 03, 2018 @ 4:03 pm
Fahim
Fahim's picture

I am calling Capital one customer service 5 days in a row and unable to reach anyone!!!!!

Every time about one hour is wasted and I ended up being transferred to a full mailbox!!!!!

Horrible, horrible, zero chance to approach customer service!!!!

We stopped using our cards and will only use them to show our membership to Costco as needed....

January 10, 2018 @ 10:44 am
Satdirector
Satdirector's picture

WARNING

Compared to other Canadian MasterCard providers Capital One stinks

Capital One fraudulent charge protection and resolution is almost criminal . You can loose rewards for having to cancel due to Capital One lackluster fraud protection. No customer service.

Even after providing detailed information about the fraudsters Capital One could care less

Costco should be ashamed of choosing Capital One . It reflects poorly on Costco

Amex was the real thing. Citibank Visa on US Costco seems a much better deal. What is wrong with Costco Canada?

January 15, 2018 @ 12:43 pm
Ken
Ken's picture

Costco Capital One conveniently changes their billing cycle from the first of the next month to approximately two day before the end of the statement month. I contacted them and ask to change the billing cycle. I have done this with other cards I have had, without issue i might add. They replied they can not do this.

They indicated to pay the minimum on the due date and follow up with the remaining payment on the first of the next month. It was noted in my account, and they would try and rectify the issue. One statement came through with the correct billing cycle, the next month back to the same old BS. I have phoned for three months in a row to get the interest reversed.

The last time was the final straw, the representative accuses me of being late on my payments. I have never been late on a single payment.

The Card is now Cancelled. Capital One can try their money grab their interest money from someone else. Costco Canada really needs to wake up. The Captial One group is trying whatever they can to collect interest charges and it reflects bad on Costco Canada.,

January 25, 2018 @ 10:17 am
Denis
Denis's picture

I got my Costco Capital One credit card mid 2016. I tried to get Auto Pay set up at the time (to automatically pay the balance each month), but it would only work if your bank account number was 7 to 9 digits long, so I simply avoided using the card since then. I know for a fact that Coast Capital Savings for one has 15 digit bank account numbers; I'm sure there are others. I was told 16 months ago that they were working on a fix. I have tried several times since then to see if this was fixed, and again today; 16 months but still not fixed. I was told again today that they are working on it. Maybe this isn't important to everyone but Auto Pay is an important feature for me... there are alternatives, so I will be cancelling my Costco Capital One card. How hard can this be to fix a 9 digit limit to 15 digits. Capital One doesn't seem to care; perhaps Costco does.

March 08, 2018 @ 9:14 pm
Steve
Steve's picture

I got the Costco Capital One card I believe in 2016 when they offered it. I had used it solely for Costco until about 4 months ago, when I decided to try it out for all my purchases due to their % back programs. The problem is that my credit limit is too low. I hit the max in the first month, so I called to ask for an increase and they said no since it was maxed out. So I paid ahead of the billing time to see what could be done. Still no. The next month I hit the max again and called again. They said if I paid it off now they would be able to do something. i paid it all off, again ahead of time, and still no. I asked to talk to management as I was giving them money a good 45 days before I needed to based on their requests for me to be able to increase my limit, but nothing was being allowed. They kept saying they might have to check my credit score, etc, which I would be happy for them to do, but it never got there. I asked for a refund of the pre-payment because I was tired of their crap and it is not fair that they have my money 30 days before it is due and they said they could only do that in 15 days to make sure nothing was missing. Excuse me? I asked to talk to management, which I was told didn't work at that time of day, so I would get a call back in 48 hours. 72 hours later, they called my home number during the day, so I called back. The agent said he would get someone and to hold. He came back saying that he got someone and he would transfer me. Then he comes back and says the person is no longer answering the phone.???? Again, I'll get a call in 48 hours. What kind of crap is this. I was ready to be spending between $10K and $15K per month on that card and they don't seem to want my business. Guess who's cancelling their card and going back to the simple Costco membership card and a go with an RBC Mastercard instead. Worst customer service I've ever seen.

May 07, 2018 @ 6:01 pm
Elaine
Elaine's picture

Well, a repeat of many of the comments previously made... re: credit limits...
I have an exemplary credit rating and other credit cards with a limit of $25K.... I have gone over the Capital One limit a couple of times ( I HATE paying the ‘over the credit limit fee’) and so am conscious to stay under the limit, a loss of business for them, but also I suspect, more importantly, a loss of % payback to me...
Repeated attempts to get the limit raised... they say no every time! So, I just went over again (forgot I put my son’s tuition on the card), and my card gets denied at the grocery store - how embarrassing! So I phone and ask (again) for a credit increase, and they say “No, you do not spend enough”.... ARE YOU KIDDING ME? I’ve gone over the limit several times (always paid off in full every month) how am I supposed to spend more with the current limit? WHAT A CROCK!!

May 14, 2018 @ 7:55 pm
Mark
Mark's picture

Capital One (Costco) has pathetic customer service. When you call, if someone answers, they will immediately transfer you and put you on hold again. I had to call them 4 times today over a 3 hour period, and spent the majority of time on hold. On my last call (from another phone as my first one was on hold) a representative answered after 10 minutes and told me that the security department had closed an hour ago. Capital One left me on hold knowing full well that my call would never be picked up.

All Capital One representatives can offer you on the phone are apologies and excuses, but are unable to actually assist anyone with complaints. Another time I had an issue, I was on the phone more than 2 hours and spoke with 8 different representatives. My issue was elevated (at my request) to a supervisor, but the customer service I received there was just as pathetic.

Today, I wanted to make a simple routine purchase. Security declined it (for unknown reasons; after more than 3 hours I have yet to talk to anyone to find out why). All I could get from the final representative I spoke with was that a supervisor would contact me within 48 hours. Wow!

Costco normally provides exceptional customer service. I can not begin to imagine why they would promote a card with non-existent customer service.

From past experience of wasting more than 5 hours of my life on the phone with Capital One, I would strongly recommend that Costco immediately cut ties with them. I will definitely be shopping for a different card.

May 16, 2018 @ 12:47 am
Tiffany
Tiffany's picture

I’ve had nothing but problems with this card. I hope you can help.
Statements basically stopped coming to us around January. I don’t know what happened or why, but it caused us to have a late payment.
They began calling my house 6-7 times per day. Asking for my husband who is primary on the account. I told them he was away and I could help. They refused. I asked them to stop calling for 24hours for me to reach my husband and they refused.

They won’t speak to you if you are not a primary. They treat you like dirt if you are just the co applicant .
My husband called. Asked them to sort out the billing and please send the back statements. He also faxed a letter to them signed , saying I , the co-applicant can speak on his behalf for any issues. And finally he asked due to the rudeness of Capital Ones employees, to cease calling my home and reach us by email or snail mail.

They never sent out our bills. Never acknowledged the fax requesting I can speak on behalf of the primary. And then shut down our card. We now receive bills for what we owe, but the card is basically closed now .
They gave us no written statement or any notification they were closing our account .

I can’t call because they won’t talk to me as a mere co applicant. I can’t believe this company.
I would really like to speak to someone about all of this. I hope you can still help.

May 18, 2018 @ 2:16 pm
Chris R
Chris R's picture

Echoing what have been said on these forums for months.
Nice to know CapitalOne is willing to listen, as long as they don't need to take action.

I have been using my card for ~6 months on my Costco purchases and as a single guy happy to say that my monthly balances were low. I thought this would be a good thing, but turns out I need to spend 30-40% of my credit limit each month or they won't consider raising the limit. Basically if you are only doing a few hundreds of dollars you need to carry a balance (and pay just the minimum) for 3 months before they will consider raising your credit.

The best part, I wanted the rate increase to get Costco services which were more than my starting limit.

I have never heard of a credit card company refusing to raise limits because the person paid their bill too quickly.
When I called their "account specialists" to see if they could do anything they said no, refused to do a manual check (too much work I guess?) and promptly hung up on me mid sentence when I suggested VISA/AMEX provided limit increases factoring current credit rating and not only purchase history.

It is very sad that Costco is associated with such a poorly coordinated credit card provider and I look forward to the day they realize that the CapitalOne is costing them in sales/services.

If you have this card already, might be worth lowering the limit so you use a higher %, and then you can actually get it raised when you need the extra room.

May 20, 2018 @ 3:18 pm
Gerri Cox
Gerri Cox's picture

My Capital One M/C card would be nice if I had one to use. My card was lost on May 30th, reported and reordered May 31st on RUSH. I called June 13 - card has not arrived. Called June 18 - card has not arrived. I reordered the card again on RUSh. Called June 20th - card has not arrived. I receive different answers every time. If it were not for the fact that I like my M/C & Costco card ALL IN ONE I would just say goodbye to this charge card. Needless to say I'm not very impressed with the service.

Gerri Cox

June 21, 2018 @ 11:23 am
Keith Williamson
Keith Williamson's picture

Like many others I have gone through the poor customer service with Capital One and have registered a complaint with HQ Costco Canada. Our initial credit limit was satisfactory until we began using Costco Travel. As others, we are retired, no debts other than credit card charges - all paid in full on due date automatically. I have spoken at least twice to Customer (dis)Service asking for credit increase specifically related to a cruise exceeding our limit purchased through Costco. The answer "you don't spend enough"! We did charge the balance due on a first cruise booked through Costco only to find a minor charge refused today which I assume, is because we have hit the ceiling.
At 82, given my career, I thought I had heard all the dumb excuses and this from a company whose income is from merchant paid fees. Well, we have a card with twice the Cap One limit and so far Cap One has lost $16,000 of business. We also
just acquired a World Elite MC where we were basically told to name your own limit.

We will now limit our Cap One charges to restaurants and gasoline until we switch it out completely.

We have been Costco Members and Price Club before. Very disappointed Costco connected with Capital One and would discourage anyone from getting that card.

July 03, 2018 @ 10:07 pm
lance mitchell
lance mitchell's picture

I have on several occasions called to have my credit limit ($8000.00) increased, and each time have been extremely frustrated and dissatisfied with the result. I own a million dollar plus home and have no dept, I pay my card off in full each month. With such a low limit I have on several occasion gone over and had transactions declined. I prefer to use one card only but using this card with such a low limit is near impossible. Unless they increase it soon I will be forced to find an alternate.

July 04, 2018 @ 1:52 pm
John
John's picture

My payment due date was always on the 2nd. Then it changed to the 29th so it did not match up with my work pay date at the end of evey month. I called Capital One and they told me they were all changed at once for all the customers and they had no option to change it back. Just wondering if other people have been affected by this? They say they can't change it but I know that is BS.

July 12, 2018 @ 4:32 pm
Mario
Mario's picture

I have also called on several occasions to have my credit limit ($8,000) increased and each time I get extremely frustrated and dissatisfied with the result. I make a six figure salary, I have no dept and I pay my card off in full each month. I am building a house now and with such a low limit, I have to make partial payments and pay off the card right away to make room for the balance of the payment and then pay that off to make room for the next payment... It is very frustrating!!! I have a Visa Aeroplan and they give me a $42k limit but I don't want Aeroplan miles anymore. I prefer to use one card only but using this card with such a low limit is near impossible. Unless they increase my limit soon, I will be forced to go back to my Visa.

July 18, 2018 @ 11:42 am
mike
mike's picture

Sadly it appears that no matter where on the web you search for for costco capital ome cards they all have negative reviews in how the company operates and treats the clients. I doubt that they will ever care enough to become a better company and treat clients with respect. Whats in your wallet - NOT CAPITAL ONE!

November 15, 2018 @ 3:07 am
Pam
Pam's picture

I just paid for a vacation rental in the US with the Capital One Costco card - the exchange rate brought my balance over the limit - I don't need to explain the nightmare with this - many others have already done so on this forum. I am unable to get an increase in my limit and although I made an online payment immediately via my bank, Capital One is taking days to process the payment. I cannot use my card to buy gas or shop at Costco - the only reason I have the card. FRUSTRATED. I hate this card. Customer service agents are not empowered to help customers; no manager is available, but one can 'call me back in 24 hours'. I will complain to Costco, apply through my bank for a master card and will cancel the Capital One card. BTW, I pay my full balance on the CO card every month, but still can't get an increase on this card. I do not have time for poor customer service, so I'll take my business elsewhere. Capital One - take a lesson on customer service from Amex.

January 14, 2019 @ 11:01 pm
cheryle deveaux
cheryle deveaux's picture

I am a very unhappy customer who is blown away by the service I just received from Capitol One . In one year we put $28,0000 on this Costco MC and paid it off in full. Since sept 6th we have made $11,0000 in payments, including a payment of $1000 on Jan 7th. Today I went to use the card and it was denied. I was worried someone stole our card so immediately went online an saw that our next payment was due on March 7th in the amount of $125. I could not see any issues so I called customer service

When I got through to customer service they said we were delinquent in our payment, which was a shock to me. It seems we had a payment due on Feb 7th in the amount of $55 dollar, that we inadvertently overlooked . Again no where on our statement does it say that we have an overdue payment. We immediately went in and made our "delinquent "payment. I asked to have the suspension lifted and was informed that it could take upwards of 5 business days for them to receive payment and there was nothing they can do about it. They made me feel like someone who does not pay their bills on time .

To make my point I had the rep go back and review what we spent and payments received . He reiterated in 12 months we spent $280000 and paid it off in full. I said do you see how ludicrous it sounds to not lift the suspension immediately, as a $55 payment that was overdue by 5 days was an obvious oversight. He said he understood why I was upset but there was nothing he can do. To add insult to injury I waited 30 minutes to speak to a manager who also told me there was nothing they could do.

Clearly capitol one does not care about their own customers and certainly not about Costco customers. I am shocked that Costco allows this to go on since they are all about customer service. I will be contacting Costco directly to make a formal complaint and cancelling my CAPITOL one card.

February 13, 2019 @ 7:40 pm

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