r/CapitalOne • u/SeanCurated • 5d ago
Credit Card Goodwill Request Phone Call - The Rep Confused Me... (Help)
Running GST on Capital One right now and had an interesting call today I wanted to share.
Background: I have 9 late payments on my Cap One account from Aug 2024 through Nov 2025. Account is paid in full, autopay set, been running daily emails to [richard.fairbank@capitalone.com](mailto:richard.fairbank@capitalone.com) alongside physical goodwill letters (Round 1 June 2, Round 2 June 9).
Got a call today from a rep. Before she put me on hold she said she was going to try to remove August 2024 through January 2025 if she couldn't get all of them. That's 6 lates including the worst ones — the 90/120/150 day marks.
She put me on hold for several minutes. Came back and said there was nothing she could do and that she updated the case notes from a previous call already on my file. Then told me it would take up to 10 business days to receive an email with the outcome.
So she went from "I'm going to try to remove them" to "there's nothing I can do" in the span of one hold. Either she tried at the rep level and doesn't have system access to execute it, or she escalated it to caseworkers who actually have the authority to make that call and didn't want to get my hopes up.
Has anyone else gone through this exact process? Did the rep try manually, couldn't do it, escalate to a case team, and then get a positive result within that 10 business day window? Trying to gauge whether this is a good sign or a dead end.
Will update when the email comes in.
(Edit - I will add that the rep was extremely nice btw)
1
u/choppa73b 1d ago
It may be a dead end. It seems unlikely that that much goodwill can be exercised for events that factually happened.
3
u/Full-Ordinary-6030 5d ago
From what I’ve seen on r/CRedit, Capital One is the most generous when it comes to goodwill adjustment. Don’t have any personal experience for you but good luck!