Capital One Bank — Local services in Alexandria

I made a deposit on Sunday, December 22, 2024. After processing my card and pin number, the cash door opened and I deposited my cash into slot. The atm shut down and popped out my card. The message on the screen said it was no longer available for transactions. I called to file a claim and was told I would have to wait 8-10 business days to even receive a credit while under review. This was not a small deposit and it caused me to have zero money for Christmas and daily living expenses and for bills. I drove through on Tuesday to check the atm and it was working again, which means someone had cleared the problem and had my money. Now 7 days later I am still not in possession of my pay and was told I had to wait until January 8th for an outcome. That is my money and I am entitled to it asap and it is unacceptable for me as a customer to be at the mercy of an investigation for almost 2 weeks. By the way, this is second time this has happened to me and several times I have stopped by to make a deposit at this ATM and the machine was down. You would think if your equipment is faulty and does not work properly for something as important as this you would replace it and ensure that your customers did not have to go through this. Shame on Capital One for putting me in the situation and not giving a crap about how people are to survive without their paycheck. They wouldn't be so happy if somebody lost their paycheck and they were told they had to wait. The ATM should've sent a signal to some office somewhere I would think and especially since I know the machine had been serviced I shouldn't have had to wait this long. Every time I call I get the runaround and I'm not allowed to talk to anybody in the home Office so beware of this ATM it will eat your money and you will be in dire circumstances because they don't care how long it takes they're just thinking about their own responsibilities and not their responsibility to you as...

I had a unique issue that I thought I had resolved over the phone with corporate customer service in early December 2018. I found out that the issue was only half resolved on 2-Jan 2019, so I decided to go into a branch to speak with someone in person the following Saturday. This was the first Saturday of the New Year and I arrived 20 minutes before the branch closed – a very busy time. After only waiting for 5 minutes, the Branch Ambassador, Doran Davis, came over to ask how he could help. Doran actively listened while I explained the situation, which took a while because there was a good amount of backstory involved at this point. After about an hour of discussion and phone calls to HQ, the whole situation was resolved. Outcome aside, this has to be the most impressive customer experience I've ever experienced. Doran was focused on helping me the entire time, even though our meeting ran about 60 minutes past bank hours. I didn’t see him check his watch or cell phone once. This is the definition of excellent customer service and...

Things have certainly changed for the worse at this branch. A few years ago my wife and I found its staff to be always smiling, friendly and helpful. No more !!! I recently had a CD mature there and wanted to redeem it and deposit the funds into the checking account there. Very simple -- right? No so fast !! As I am disabled, I called them in advance to ask them the easiest way to redeem the CD. The answer: there is no easy way. There are five pages of documents and disclosures to sign and they told me (rather rudely) it all had to be done in person and in the branch. They would not even mail, fax or e-mail them to me in advance to read. No exceptions !!!

We have already changed a couple of accounts to the M & T office two blocks away where they seem to appreciate their customers. I would suggest the same for others. Or even better go to your local...