Nicholas sent a message to Richard Fairbank Co-Founder, Chairman, and CEO, Capital One Financial – email address that said:
Hi Mr. Fairbank,
I started banking with ING in February of 2011 and stuck with them through the merger to Capital One 360.
I recently had my account compromised and have had a terrible experience getting my account up and running again. The security team was very quick at responding to me when it happened, but as far as staying in touch with me to get my account back to normal it has been an absolute nightmare.
Every time I would call, none of the staff seemed to know what was going on, I waited on hold for up to 90 minutes each time and only ended each call with a "request" to fix what I was asking. One phone call took care of the money coming back, another took care of my username and password and going on Day 10 I still do not have a working account number or a debit card that I can use. I have never experienced such awful service with your company.