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Review of the Capital One, Classic credit card:

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Repeated problems and extremely poor customer service

I’ve had a Capital One credit card for some time and, unfortunately, the number of problems I’ve experienced has reached the point where I’m actively looking to move to another provider. Previous issues have included payments apparently not being recognised despite having been made, and transactions being processed multiple times when I only made the purchase once. On one occasion, the same transaction appeared around five or six times. These problems have repeatedly meant having to contact customer services to get things investigated and corrected. My most recent issue has been being unable to access my monthly statement through the app. I’ve now spoken to several members of staff and received conflicting information from different people. One manager repeatedly insisted that there should be a calendar in my app even though I was telling him there simply wasn’t one. I was also told there was no technical support team, only to call back afterwards and find that one of the telephone menu options specifically connects customers to technical support. I was eventually advised to reinstall the app, update and restart my phone, none of which resolved the problem. Rather than investigating why my account isn’t displaying statements correctly, the main solution offered has been to send me a paper statement. That might solve this month’s immediate problem, but it doesn’t address why the app isn’t working or prevent the same thing happening again next month. It also took speaking to several different people before anyone mentioned that a statement could apparently take 7–10 days to appear. Had I been given clear and consistent information at the beginning, a huge amount of time and frustration could have been avoided. I’ve also previously informed Capital One that I have additional communication/accessibility needs, but during these calls I didn’t feel that these were consistently taken into account. I do want to acknowledge that a few individual staff members have been helpful, but overall my experience with Capital One has involved far too many errors, contradictory answers and repeated calls to resolve basic account issues. Having this credit card has increasingly become more hassle than it is worth, and although I may need to continue using it in the short term, I am now actively looking for another provider. Reviewed on: 22nd September 2026

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