Earlier this week, I posted about a college student who couldn’t get Capital One’s Emergency Payment Protection Plan activated on his account because of missed deadlines. Andon wrote back today to say that after he sent an EECB to the credit card company’s executives, they apologized and activated the service.
To recap, Capital One told Andon to wait 30 days before calling in to request activation. When he followed their instructions and called back 30 days later, he was told that he had to have called 5 days earlier to activate it for that month. Then he was charged a late fee.
Andon sent the company an Email Executive Carpet Bomb, or EECB, explaining what happened. This was the result:
I would just like to let you know that I sent an EECB, and was contacted today by Greg at Capital One who worked out the problem for me. He said I was absolutely right about the problem with the first month of the Emergency Payment Protection (the whole waiting for thirty days since unemployment, but having to have called five days before the payment’s due date,) and that there is actually a special exception program in order to address this, but that it just wasn’t followed properly in this case. They were very understanding, and apologized for the inconvenience – all is well, now.
Congratulations, Andon! Remember, if the front line of customer service at a company refuses to see logic or reason, try to escalate it to higher levels. Frequently it’s either a case of the CSR being powerless to help you, or a breakdown in training or communication.