That's what I expected them to do -- reverse the balance transfer, waive fees and interest, just like they would with any disputed charge.

They need those security checks (photocopies of photo ID, etc) in order to remove the password from the account (otherwise, someone could call in, whine and *****, the password comes out, security breach) Not fishy at all, actually standard procedure. There are certain procedures (password change/removal is one of them) where you have to mail or fax in that stuff.

I should know, I used to get yelled at when either the customer forgot their password or like in your case, another agent retaliated by putting one in. They can yell all they want but I'm not allowed to proceed with servicing the account or else I would be written up for breaching Capital One security procedures. All I can do is give the instructions on how to get the password removed, that's it.

When customers start threatening lawsuits and getting abusive with agents, that's when "stuff happens" and stuff does not mean "bank trembles in fear" like some believe. When I worked for another company (not Capital One, nor was it another bank), the moment a customer mentions lawsuit, we flag the customer's file and just transfer them to the legal department. If they try to call customer relations again, the customer is immediately transfered to legal and will never get customer service again.

Once again the take-home message is, don't be a jerk to the agents, don't be a jerk to their supervisors, and don't ever think you can scare a corporation, especially banks, with legal threats. They will get the last laugh, not you.

FC1A