Client Review on Capital One Public Funding, LLC

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Words can only minimally express the level of frustration I have with Capital One. Please note that this review is not for this physical branch location, but Capital One as a company. I'm posting here in hopes that the company can see it and make a change, and for any future customers that may read this. I'm also writing this on behalf of my brother as it is in regards to his card/account with them, however I was still involved in the whole process and he doesn't see the need to waste time on a review. I honestly don't either, but being someone that has worked in Customer Service, online retail, and with small businesses for years... I find this level of service appalling, and feel obligated to do my part to inform others.My brother has a Credit Card with a $39 annual fee. He was a bit upset about the fee as it's his only card with a fee, and he gets absolutely nothing for it. I asked him if he could call in to get it removed, as this is often able to be done in a multitude of ways, but generally with a bank changing the type of card or simply waiving the fee. This is a card my brother rarely uses, has never been late on, carried a balance, or had any other issues with. Initially our plan was to call when the fee had been charged, but we did not have time as a family member had fallen ill and required constant care until their passing a few weeks ago. Now with some free time we decided to call in to resolve the fee. We first called in and spoke to a front-line agent who informed us that there was nothing that could be done in their system. We get a manger on the line and were told the exact same things. There was no way to reverse the fee, to cancel the fee, to credit my brothers account, or to switch him to a different card type that has no fee. No options. Their wording was "nothing available at this time, but their may be in the future," and "he does not meet the requirements to change account types."We asked them to clarify what requirements were unmet. The response was "I don't know." After about a 45 minute call of back and forth, the supervisor agreed that this situation was ridiculous, but apologized as there was nothing he could do. He offered to look into this issue further and see if he could get more information about the requirements and call us back later. We never got a call back. Our next call later that afternoon was met with the rep indicating that there were no notes about our interaction with the supervisor. Pressed for time, we decided to pause there.A few days later my brother called back in during a time when supervisors were apparently unavailable, but the representative said they would have someone call him first thing in the morning when a supervisor came in. He agreed. No call, even after a few days waiting.Today since we were already in the domain, we decided to swing into the Capital One Cafe for a moment to see if maybe someone there could assist. Apparently the Cafe is only able to provide ATM and online/phone services, but we were told we might be able to get some help at the nearest location... in Houston. The people at the Cafe were nice enough though, but their honest recommendation was to call the 800 number again and speak to a manager. So later in the afternoon, we do just that... for the 4th time. We spent the next hour with a manager hashing out the same stuff and are met with the same unwillingness to help us. Absolutely NOTHING can be done. My brother has excellent credit, yet is unworthy of switching to a different card-type. My brothers information was leaked in the recent Data Breach, yet even this is not worth $39 compensation. Nothing is. Absolutely nothing.If you made it this far, I hope you'll consider avoiding this company. They seem to have good people, but their policies are utterly bonkers. Many other banks would have addressed this issue without a second thought. As a small business consultant, I will be advising my clients to avoid Capital One. I hope the company is able to change in the future, but that seems unlikely...