An Open Letter to ING Direct/Capital One 360

This difficulty is multi-fold because I’m trying to get home to see my grandfather.  I don’t have much money and that’s why I don’t matter to ING Direct –soon to be Capital One 360. It’s one of my longest relationships with a financial institution to date.   My experiences with this bank have been neutral (almost good) thus far, and so this is hard. I’m trying to get to a home that I’ve never called as such but do now because of the people and not the place.  My granddad is ill and I’ve left Seattle to be with him.  Honestly, more for me than him, but with him nonetheless.  I quit my job saved and stored my belongings packed up my dog in an old car and am driving. And now, because of ING Direct, soon to be Capital One 360, I am losing time with him.

At some point on my road trip I discovered that my card’s magnetic strip was not working.   Being more responsible than I usually am I made all the necessary arrangements to have a new card mailed to an upcoming location on my trip.  When I arrived I realized I’d beaten the card, but did not worry. Days passed and still, no card. Additional phone calls and days passed with no change.  Eleven business (18 people) days and no card later I’m still waiting.

Circumstances provide an opportunity for thought.  The voices of all my mothers sing quietly in my mind that, perhaps, I should have other resources.  Perhaps. But, I don’t.  A lot of people don’t. We work for our compensation and should have the opportunity to access it, as we need.  Here in this deserved season of bank animosity I can empathize with the feeling of being out of control: the feeling of someone taking advantage.

I want to live in a world where I matter. Where banks aren’t so big that someone the size of me can disappear and no one is concerned.  Where customer service doesn’t consist of a different person with each correspondence and previous conversations are kept in digital logs.  Where I feel good about the choices I make as a consumer.  After my interactions with the consistently growing entity that is ING Direct/Capital One 360 I’m not sure that what I want coincides with what it can give.

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