Because they can't keep their stories straight, or actually send me the card.  Whatever happened to good customer service and good documentation?

Apparently Capital One uses an EPS system that either allows edits, or they don't document squat, or they're just staffed with liars at their customer service call centers.

It doesn't help I've worked in a call center environment before.  We did technical support for Fortune 500 companies.  Despite all the flaws in the system I worked, and there were many, every call had to be documented. A trouble ticket was generated in the system, and we had to accurately document what was done on the call. Not documenting the issue accurately was a Bad Thing, and not creating a ticket at all could result in termination. We could not edit entries in the system, either. I started there answering calls, was promoted as a lead, and my agents followed the rules, had excellent documentation, and followed process.

So on the 20th I called to get a replacement credit card. I was willing to get it expressed for $16.  I was told it would arrive in two days.  It took 23 minutes to get to that point.  It should have taken under five. But she had no clue what to do, and kept staying "my system is upgrading". I hope it's updating, because this is a story I keep hearing throughout this ordeal.

So two days later (1/22), after mail and delivery services were done for the day, I called to report it hadn't arrived, looking for a tracking number.  After lots of 'hold ons' and 'ums' and dead air (taboo at my call center),  and more excuses about system updating, I asked to talk to a supervisor. No supervisor here, I was told by Mr Mumbles.  Or Leads.  Bullshit; no call center would ever allow 'the floor' to be free of supervisors and leads.  Even in inclement weather we'd have skeleton staffing, including more than one lead and supervisor.  After much resistance, he finally got an account supervisor on the phone. Kayla was much more professional, unfortunately, I didn't take up her offer to send a replacement card. Silly me. Although she gave me a good will credit for the express shipment cost. Which they can't trace, btw, but I did confirm it was sent by USPS.  This took 16 minutes.


Only when I called on Saturday (1/24), there was no record of me getting a good will credit after I gave up on Vic, who couldn't tell me anything other than it takes 5-7 days to get a card.  The bitchy Lorraine told me that no credit was ever given and they can never express mail a card. Ever. Never. And she doubted I ever got a credit because it wasn't in the system. That the card was mailed the regular way.  This took 18 minutes. Oh, and more system upgrading/updating apologies.  Doesn't make me very confident in the software they use.

That concerns me greatly; is there no documentation required?  If it were the system I used, as crappy as it was, changes made would be documented and could not be edited, period.  The one time I know of a record being deleted (because confidential personal information was recorded inappropriately), it required director level authorization. 

And at this point my mailing address, which as worked just fine for four years of statements and the original card, has been verified no less than nine times all old.  

So today (1/27), I see Eddie the mailman at the mailboxes, so I go down to check. I've raved about Eddie before; he is the Best Postal Carrier Ever.  Seriously, the guy is good. I can always tell when someone is subbing for him.

Anyway, I go down to the mail, and Eddie only has a catalogue for me. Nothing from  Capital One.  So I call. And get "Jill".  Jill is likely in Bangalore or Mumbai.  She's not very patient, and she doesn't listen well. She kept interrupting me, because she wasn't getting her facts straight. 

And she's telling me the card was never sent.  I've talked to five people before her, including the gal who supposedly sent it the first time.  So five people lied? I supposedly requested a replacement card on 11/20, which never happened. No record of a card ever beig sent, no record of the good will credit, nothing No documentation.   And she has the nerve to get bitchy with me when I asked her to confirm the amount of time to process versus the time to get it delivered.  Because she kept saying it would take "2-3 days to process" instead of "2-3 to deliver" and there's a significant difference in the two.  This is another 7 minutes. And she wouldn't let me speak to an account supervisor.  But she did oh so graciously tell me she wouldn't charge me for this express delivery, but it was a one time credit, it wouldn't happen again, this is just for this one time.  I got the point.

I have no faith in Capital One's ability to do basic customer service. Nor do I have faith in their software.