1 /5 Vanessa Reynoso: I wanted to like Caprock Credit but unfortunately I just don’t have confidence in them anymore. I don’t trust my account manager Marissa and after reading other reviews I can see a long history supporting lack of customer service skills and it makes sense that I would have such a disappointing encounter.Thats on me for not reading reviews prior to engaging in business with them. I tried to call to update my payment information before the draft date. I pay on time every month and I did not want the change in payment information to cause an issue. I called multiple times and was placed on hold multiple times. I called later in the morning and was put on hold again and eventually forwarded to voicemail. I left a detailed message with 2 call back phone numbers. I did not receive a call back. I called the following day and a different person answered the phone. I explained the purpose for my call and that I was unable to get in touch with my account manager and asked if he could help. His response verbatim was”Like I said, your account manager can help you with that” This was odd to me because he had not said that as this was the first time speaking to him. He forwards me to my account manager and she answers with sarcasm. I explain what I need to accomplish so she takes my new banking info.She then tells me that if ever I call and she’s not there that I can ask anyone else to help with updating information because there are four of them and they all do the same thing. I explain that I did ask and was turned down and explained that I left her a detailed message and never got a return call. She then starts to say it’s was the last day of the month and they were swamped etc.. long list of excuses, no accountability and that I should have told someone I needed to update payment information. It was as though the blame is being shifted to me because according to her I needed to be more specific about what I was needing when calling because that would determine if I get through or get a call back. The disappointing part is the sarcasm and fake giggle/chuckle while speaking paired with lack of accountability that makes her untrustworthy. It’s just not how adults exchange information. Her response was equivalent to catching my teen doing something wrong and trying to cover it up.I lost my confidence in her to have integrity with me and my account. In full transparency, if this is how she’s conducting business, she needs to revisit Customer service training. So much was lacking in that conversation and it could just be that she needs to be taught how to effectively communicate even when the conversation is uncomfortable. I won’t be recommending Caprock Credit to friends and family anymore, maybe in the future if things improve.
