Capital One Bank

I had a rather frustrating incident both from the cafe member and some of the tellers at 750 Sunrise Highway, Valley Stream, NY at about 4.15 pm today.

After weeks ago, I called the customer service department to find out how to remove the Power of Attorney and set up a Joint Owner/Holder on the account for my father. I was told by the customer service agent that I should write a letter outlining my request and take it to my branch. I did as instructed and took the letter to my branch to have it faxed.

The gentleman who was the Cafe person took my letter behind counter. He came back and told me that they could not do it but the request could be executed on line. I explained to him that the instruction was given by Capital One's customer service and his response was that they were wrong. (This was the conversation that the tellers were having behind the counter and they did not realize that I figured it out.)

I felt like I was caught like a deer in a headlight between the branch and the customer service department!

Thanks God for Theresa who I spoke to at the customer service department at 8.20 pm! (And it only because of Theresa that I gave it 3.) She did confirm that it could be done on line and she also confirmed that I had to write a letter. Theresa did not however tell me that the branch was wrong. Theresa represented what I believe Capital One wants to display to its customers. She was able to hear both sides and work at bringing about a resolution without casting blame.

One of the things I found out today in my trying to hash out my situation was that, according to the team member, the customer service team may provide inadequate or inaccurate information to a customer. The customer does not know if what was said is right or not. If it is incorrect, it is not be wise to tell the customer that customer service is wrong as this shows that there is a division between the branch and customer service.

It would be nice if the the branch would take a minute and call customer service to get it straightened out. This shows team spirit and collaboration between all concerned and the customer who happens to be the most important person walks away satisfied and willing to share of a great experience with Capital One!

My visit to the Valley Stream branch was effective and efficient, thanks to Branch Ambassador, Ariel Bascom. Her customer service went well beyond my expectations! Thank you, Ariel for your undivided attention and your ability to handle my banking needs for my 93yr old Mother. May God bless you for your understanding of our situation.