July 2023 by Tomeka Bodine
Review of CapitalOne 1305 W 7th St Suite #39 Suite #39, Frederick, MD 21702:
On Thursday,July 20th, I entered CapitalOne as the first customer in the bank at the 9am opening time to update my mailing address as I was locked out of my online account. I assumed that I would be assisted right away but was asked to wait in the lobby as others entered the bank to get assistance. I waited for 30 minutes before I got back in line seeing that I was either forgotten or not going to receive assistance at ALL. It wasn’t until I was in line a second time and on the phone with a CapitalOne Service representative that the cashier came out stating she would assist me. Her excuse was that she was the only cashier available when I first came in but as other cashiers arrived, she never came back to me after I waited and waited. If she couldn’t help me, she could have simply said “I can’t assist you at this time” AND given me an alternative method to get some assistance. I usually call CapitalOne but as I was near a physical location, I assumed it would be faster to speak with someone directly. Not only did I have to wait for half an hour but the fact that I was met with excuses for my wait is why I’m giving such a low rating. I hope that the cashiers will be taught how to better handle customer requests and to offer alternative solutions (ie contact an online rep) rather than excuses if they are unable to handle the customer’s request.
