Apparently not reporting limits and ratejacking are not the only shortcomings of the Capital One:
http: / / www.consumerist.com/consumer/compla.ople-215089.php
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Reply:I wonder why companies such as Cap1 and BoA don't do that? Maybe deaf people are too small a market. Maybe most deaf people don't bother to sue, because they don't want to talk to lawyers, because they can't hear what the lawyer tells them.
This is where sign language interpreters, or other "assistive" technology come in.
Deaf people do sue for unjust treatment… some don't. Some are just so used to being treated in such a manner, it doesn't affect them. There are plenty of lawsuits that have been brought against companies for not complying with the ADA, and etc, and I expect that number to grow now that there is more education available to folks.
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Reply:Does Cap1 have secure online email, like BoA?
BoA could upgrade their email support to provide everything any customer would ever need. Then the deaf people would not even have to disclose their deafness to BoA. It seems to me that would be a much bigger step towards non-discrimination.
I wonder why companies such as Cap1 and BoA don't do that? Maybe deaf people are too small a market. Maybe most deaf people don't bother to sue, because they don't want to talk to lawyers, because they can't hear what the lawyer tells them.
But if BoA, Cap1, etc., did upgrade their email support to not need phone calls, it would be useful to a lot of their customers, not just deaf people. You could send them a message in the middle of the night, and count on it being taken care of the next day, instead of getting the usual brush off reply whenever they got around to reading your email. Since they know who the email comes from, because it's encrypted and can only be sent from the online account, they don't have any security excuse. It's easier for a phone call to be spoofed or bugged, and phone calls aren't encrypted.
Maybe someone should find some deaf people to sue them, just so their regular customers could get better service.
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Reply:while I agree with you in principle…what happens WHEN someone DOES use the information for evil purposes? Who's going to be held responsible? How does someone prove who did it? If Joe Consumer found out that CapOne gave his information out, they'd go after CapOne, not the "bad guy" (although Cap One IS a bad guy 99% of the time)
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Reply:This is definite discrimination, and is something that my Finance (who is deaf), and I have to deal with all the time. Deaf people have no other options when it comes to telephone contact, and it is frustrating when you can not get help because companies will not accept relay calls. Many people might think that criminals can abuse the relay service, and I am sure it has happened before, and will continue to happen, but ANYONE can call and pretend to be someone else.. relay service or not. Deaf people deserve the same customer service anyone else would receive.
I also used to work as a relay operator via phone, and now work as a video relay sign language interpreter. We get hundreds of calls a day, are screened and background checked, and have NO interest whatsoever in the material being discussed. We are professionals, hold national certifications, and there to facilitate communication in the smoothest way possible so deaf people can participate equally via telephone! NO need for business to start acting all crazy when they get a relay call
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Reply:Although I'm not a big fan of Cap1, I have to say I don't place the blame completely on them in this situation. Most companies won't deal with phone relays anymore for a simple reason: One of the current scams regarding account theft is to pose as a representative of a deaf person.
In this case, the customer had a TDD line available, but chose not to wait until the line was free before contacting Cap1.
I also have to ask myself (as someone pointed on in a reply to the article) how a deaf person could recognize a CSR as Indian?
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Reply:Crap One has legendary BAD customer service. Instead of being turned away by saying no we can't help you, it would take only a minute more of their time to point them out to their TDD line. Apparently Crap One is the company that says "NO" all the time.
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Reply: ANOTHER CAPITAL ONE BASH???
NO OTHER CREDIT CARD COMPANY WOULD HAVE THE SAME ISSUE…WOULD THEY???
Nope…obviously only CapOne (well, I'm sure WalMart too *lol*)
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Reply:ANOTHER CAPITAL ONE BASH???
NO OTHER CREDIT CARD COMPANY WOULD HAVE THE SAME ISSUE…WOULD THEY???
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Reply:Would YOU want CapOne to give out YOUR informatino to anyone claiming to be you if you were deaf?
Granted, there ARE better ways for CapOne to handle it…however, I don't see this as discrimination…that's a term too easily bandied about these days…
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Reply:To quote one poster:
Their "deaf people are shit out of luck" approach is completely unacceptable.
Reply:CrapOne sucks period! Don't feed the monster!
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We’re a group of marketing students from McGill University doing an analysis of Capital One’s customer service. Participation in the following survey would greatly be appreciated and will take less than 5 minutes. Every response is anonymous and confidential. Thank you!