Capital One reviews suggest a mixed customer experience.
Customer reviews
Customer reviews are mixed. Recent Trustpilot reviews show that Capital One customers feel frustrated. They are upset about unclear credit card benefits and bank account late fees. Trustpilot's 1.3 rating is low, but it's actually standard for brick-and-mortar banks. Capital One has an A+ Better Business Bureau (BBB) rating. It suggests that the company replies to most business complaints.
On a positive note, Capital One got the highest customer satisfaction score among the largest U.S. banks in 2023. Its score was 706 out of 1,000. Though the bank got many complaints, it may offer better service than other big banks.
- Better Business Bureau rating: A+
- Trustpilot rating: 1.3
Customer service
Capital One offers a hybrid of in-person and online customer service. You can walk into a Capital One Cafe for help and coffee. Cafe reviews on Yelp are moderate, between 3 and 5 stars depending on location. Members like getting 50% discounts on drinks with Capital One's debit or credit cards.
Call center reviews are fairly negative. Reviewers express frustration at getting their problems solved by Capital One representatives. You may be better off visiting a Capital One branch or Cafe. Before signing up for Capital One for its in-person help, double-check there is a location near you.
You can contact Capital One by walking into a Cafe during open hours. These are typically from 8 a.m. to 6 p.m., but vary by location. Or, you can call customer service at 877-383-4802. You can chat with Eno, the Capital One chatbot, 24/7 via text or the Capital One mobile app.
Mobile app
The Capital One mobile app offers many features. You can:
- View balances and export statements
- Pay bills and take care of loans
- Check in on your credit with CreditWise
- Activate a credit or debit card when you need it
- Redeem rewards
- Send and receive money with Zelle®
Recent Capital One app reviews on the app stores are negative. Customers can do the basics on the app. But it often crashes and lacks modern features, like dark mode. Customers have had issues with passwords and frequent bugs.
The app lets you manage your account remotely. There are many features, but it's probably not as smooth as mobile-first banking apps. If you want a smooth in-app experience, you may want to bank elsewhere.
- App Store rating: 4.8 / 5 stars
- Google Play rating: 4.5 / 5 stars
Physical locations
Capital One has many physical locations, though not as many as some competitors. Capital One Cafes are unique in-person locations that let you open accounts with help. For full-service banking, you can visit a Capital One branch.
You can withdraw cash from over 70,000-plus ATMs in Capital One's network. You can deposit cash into your checking account at Walgreens or CVS.
To find the nearest Capital One Cafe, branch, or ATM, you can open the app. It will navigate you to the nearest location.