The Customer Service Rep Behind the Viral Capital One Story Speaks Out

We gotchu, girl. The Capital One customer service rep who sent one lucky customer a bouquet of flowers in a story that went viral tells Us Weekly that the voice on the other end of the line “sounded like she needed a hug.”

On Wednesday, September 14, Pittsburgh native Christina Grady posted a story to Facebook about one banking interaction that seriously put a smile on her face.

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“OMG, best story ever… My Capital One card got shut off for suspicious activity when I started to send furniture to a new address,” the 36-year-old began her post. “I called and explained to this awesome woman, Tonya, that my fiancé had broken up with me and I’d moved. She was like, ‘Girl, I am giving you 4,500 free miles. Go on vacation. Take so many pictures of yourself all happy and post them all over that Instagram.’”

Capital One employee Tonya KYY905 Courtesy Tonya

Beyond just offering a few words of support, however, Tonya (who is not permitted to share her last name) decided to do something special for her new customer.

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“5 days later, my ex texts, ‘Someone sent you flowers to my house.’ ‘Who would be so bold?’ I think,” Grady continued. “He let me pick them up while he was at work. I open the card, TONYA KYY905 Capital One!!! She sent me flowers! To my ex fiancé’s house in a sealed card!!!!!!”

Grady’s touching tale of one woman looking out for another clearly struck a nerve; as of Friday, September 16, her post had been shared more than 2,000 times.

Tonya didn’t expect her small gesture to travel so far, either. The customer service rep, who has been working at Capital One for only a little over a year, told Us exclusively she was simply happy to do something nice.

“When Ms. Grady called she had a couple of simple requests, but I could tell in her voice that she was frustrated,” Tonya told Us. “She told me that she was moving and I congratulated her, but she then shared that she wasn’t moving for happy reasons. Listening to what she said and how she said it, she sounds like she needed a hug. I connected with her as someone having a difficult day and felt compelled to help make her day a little better if I could.”

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Tonya added that though the pair haven’t spoken since the incident, “I do want her to know that I am so happy to see that this friendly gesture meant so much to her. But she might be surprised to know that it meant even more to me. Knowing that she is happy makes me happy.”

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