According to its financial education site, Capital One recommends that a customer go directly to the company as soon as they have payment issues. Depending on the type of account of the customer, he can call this after-sales service or send it by e-mail via the numbers of the contact page. The consumer needs their Capital One account number and social security number to verify their account with the service agent who relays their information. Capital One`s experimental culture also acted as a kind of buffer. Fast Company reported that Capital One conducts 80,000 experiments per year. As Christopher Worley and Edward Lawler III explain in the journal Organizational Dynamics, a bank like Capital One can, at random, assign different interest rates, payment options, or rewards and see which combinations are most profitable for a particular segment of people. In this painstaking register of business rhetoric, there is no need to say things out loud like, “We should have a credit card on which people deposit a $99 bond to get a $200 credit limit and pay hundreds or thousands of dollars in interest to Capital One, although many of these people are late. They also don`t need to say, “This person has exhausted all the credit increases we`ve given them in the past for some things they probably needed, like new tires, but also for other things like concert tickets. But since they always make the minimum payment, it`s probably certain to increase their line of credit so that they take on more debt, because as long as they can afford to pay the minimum for two more years, it`s actually normal that they won`t ultimately be able to pay us back. “Because the borrower`s pain was not at the forefront for analysts, jargon like `pBad` (the percentage of people who can`t repay their loans), `second-rate risk` (if customers who would have been able to repay a small credit default because they borrowed more than they could cope), “flow rate” (the percentage of people who will miss the next payment), “HBRs” (high-scale revolver or people who have a lot of debt) is not analogous to a military planner who refers to “collateral damage” to talk about dead civilians.
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