I have been corresponding with Capital One since July 2007, here are some of the recent replies and the last one from me to them, which as of today I have had no response; -
Dear Mr ****** dated 29-07-07
Thank you for expressing your concern to Capital One over the advertising of our 0845 numbers.
Customer feedback is important to us and on receipt of your complaint we immediately looked into this issue.
In order to ensure customer clarity we will be updating our explanation of the 0845 number. We will be updating how we communicate this to our customers in a phased approach in the next few months. This will include written, verbal and on line communications.
Thank you again for taking time to write to me about this issue.
Kind regards
Sally
Sally Camm
Head of Corporate Affairs • Risk Department
0115 843 3676 (TL 455 3676) or 07879 885 329
Assistant: Joan O'Connor (TL 455 8827 or 020 7756 8827)
sally.camm@capitalone.com
Mr ******, dated 05-08-08
Thank you for such a swift response. I would like to reiterate that I do appreciate your concern and interest and offer my apologies if you were expecting a call from Michael.
I do not have any further information to share with you at this time and would like to reiterate that we will be updating our communication as a priority.
Kind regards
Sally Camm
Dear Mr ****** dated 16-09-08
Thank you for your ongoing communication.
Further to my early messages which outlined that we were currently reviewing our materials and making the appropriate changes I can now confirm that the majority of the updates should be made across our communication channels by 01 October.
Kind regards
Sally Camm
Dear Ms Camm, dated 16-09-08
Thank you for your communication, can I assume that means you will be removing the illegal wording from your website,(and credit card statements), that is still there nearly 4 months after I first told Mr Woodburn about it?
https://www.capitaloneonline.co.uk/CapitalOne_Consumer/Login.do and
https://www.capitaloneonline.co.uk/CapitalOne_Consumer/AcctContactOutside.do It is not rocket science for your IT department to remove this wording in minutes, you still have it there after 4 months of being informed about it!
I will wait until 01 October, (I assume that is 01 October 2008?), if it has not been removed by 02 October 2008, I will report Capital One to the relevant authorities for breaking the Consumer Protection Act 1987 (part III) Misleading price indications, a CRIMINAL Act with penalties of unlimited fines.
The only reason you are using 0845 is GREED as it is a revenue sharing number, and even if you tell the same tale as most others, that you receive no revenue, there will be a financial incentive in the form of reduced outgoing calls, free or subsidised hardware, (phones, switchboard etc), free switching of calls etc.
I do hope that you come through as an honest company and use 01, 02 or 03 numbers, or at least put those numbers alongside your 0845 if you must persist in promoting it, there is a geographical number that lies under the non geo number, would you kindly supply that to me if you are not going to use a geo number in place of your 0845 number?
As an American company you would not get away with charging more than a normal call in the USA, hence why you use toll free numbers there!
Regards