I have two capital one cards. I called a few weeks ago to ask for them to be combined into one. The man said that there should be no problem and I would get a letter within 10 days notifying me of the outcome. No letter came after 10 days. I called back and they told me to wait a few more days. Again, no letter. I called back again and the person told me that the guy had not done it correctly. She said I would be getting a letter within 10 days again with the outcome and that I should have no problem.
Today, I got a letter. The letter said that the request could not be fullfilled because additional information is needed. It says "please call us at 1-800-955-7070 to complete the application process within 30 days of the date of this letter". I called the number and a man picks up. I tell him that I tried to combine my accounts and that I got a letter saying that they couldn't be because more information was needed. The guy said "what kind of information?" I said "I don't know.. that's why I'm calling you!" And he goes "well, I don't know.. what number did the letter say to call". I said 1-800-955-7070, and he replied "so why don't you call that number?" I said "I JUST DID". The guy said "oh, I see. We are customer relations not customer service though". I said "THE LETTER IS SIGNED CUSTOMER RELATIONS ACCOUNT MANAGER AND THIS WAS THE NUMBER THAT WAS ON THE LETTER TO CALL". I then hung up. I called back thinking I would get someone more knowledgable. The guy again said that he had no idea what information they could need. Then, he said "oh, your account is too new, that's why. You will get a letter within 14 days explaining this". I knew this was false because they have been open since 2003.
I called back once again and requested to speak to a manager. He said that the reason I got the letter is because the lady who tried to combine my credit cards the second time put in the same number twice. I told him I knew this was a lie because every single time that I called about this they knew exactly what I had requested. He said that he would combine them again and I would get a reply within 14 days notifying me of the result. RIDICULOUSLY BAD CUSTOMER SERVICE. How difficult can this be? How many times can they fuck this up? Unbelievable.