It was unacceptable. Let me know if you have any additional questions, and again, we’re sorry that these fraud flags led to ending your relationship with us. Further, not hearing back from our Executive Resolutions department was a slip on our part and we gave your account a $100 courtesy credit for that miss. We strive to balance protecting customer accounts and avoiding disruptions in service and again, apologies this didn’t meet your expectations. This enables the customer to continue using the credit card. I apologize if no one informed you of that option. The text alerts enable customers to immediately clear a fraud concern by responding to the text we send when we suspect there is fraud. Capital One has tools to help alert customers to fraud declines, and rather than the email alert, perhaps a better solution for you would have been our text alerts. Thanks for forwarding, Jeff, and I’m sorry for the inconvenience of your card being blocked for suspected fraud when you were trying to make an international, online purchase. Update: I received the following response from Capital One through my media team query: Their exec support team called and made it quick and easy to reactivate the accounts.
How to turn off email notifications for capital one update#
Final Update 10/15/15: After emailing with the Capital One support person below and given that they’d provided the credit that I asked for, I reactivated my accounts to give the new text alert system a try.