Lorri L Chestnutt sent a message to Richard Fairbank that said:
Dear Mr. Fairbank,
I'd like to speak with you regarding the bad customer service we've received from Capital One, while trying to settle my recently deceased Father's estate.
He had a good portion of his money with Capital One, and, since me and my siblings have only had to deal with this once in our lifetime, we truly needed guidance and respect from your staff - we received anything but that!
We're still in the process of trying to get information about his account. We certainly appreciate Capital One protecting his account until you received the requested information from us, however, upon receipt of that information (death certificate, beneficiary information...), we've sent several emails, made several phone calls and have gotten NOTHING in return. No return emails, no requested information, NOTHING!
I would greatly appreciate a return email, or phone call from you, to further discuss and perhaps resolve this unfortunate experience we are having with Capital One. Great customer service starts with great leadership. And, that starts from the top down. I think you deserve to know how your customers are being treated. I hope it's not the same experience we've had thus far.