The fine print in Capital One's credit card contracts reserves the bank's right to show up at customers' homes and jobs; but, after a backlash, the company has assured that it will not do so. The rules -- which came under recent scrutiny after being highlighted in a Los Angeles Times column -- state that Capital One customers can be contacted by mail, phone, email, or "personal visit," and "at your home or at your place of employment."
After getting attention on social media and raising concern among borrowers, the bank issued an emailed statement that "Capital One does not visit our cardholders, nor do we send debt collectors to their homes or work." The rules sent to credit card customers are the same as those applied to anyone who buys sports vehicles through a secured loan from the bank. If buyers do not pay off their loans, Capital One said it may visit a customer's residence "as a last resort" and "after appropriate notification if it becomes necessary to repossess the sports vehicle."
Due to the response to the newspaper column, the bank said it may change how its rules are written. Capital One may create two separate agreements, since the language in the rules does not generally apply to cardholders.
The Times article also noted that cardholder rules allow Capital One to "modify or suppress caller ID and similar services and identify ourselves on these services in any manner we choose." This indicates that the bank could disguise itself to reach cardholders who screen their calls. Capital One said, however, that it does not try to disguise collection calls.