Rich Horowitz sent a message to Richard Fairbank that said:
I have had Capital One Mastercard and Visa for quite awhile now. I always pay my statements in full on time. This past month I had a statement of $342.71. I did not realize the payment I made on line went to a different bank. When I received an e mail from Capital One that my payment was past due I quickly discovered the problem and contacted Capital One to explain. The person who helped me was nice and removed the interest and late fee and I resent the money to Capital One. Well in the two days from when I spoke to that person Capital One shut my card down. That was frustrating considering I had just spoken to Capital One. I tried to get this rectified but was told no they could not reactivate my card. Seemed odd that you would credit me the late fee and interest but would not reinstate the card when you knew the payment was on the way, since I have always paid on time (which I told the person so check my history). I told the person I spoke with who said she was a senior supervisor, Kaia Employee number IPJ879, that I was going to cancel my credit cards if this wasn't rectified. She said okay you can cancel. It does not make sense to me that you would let a long time customer who charges close to $100,000 a year walk away over $342.71 when you knew the payment was on the way based on my past record of paying on time.
I think you need to rethink your process and give your senior supervisors the ability to look at a customers history and make the correct decision for both parties to avoid ill will and let a perfectly good customer walk away.
Thank you for your time,