Wow - spectacularly bad! I mean seriously ridiculous that no-one's actually tried the system at their inept end as a customer experience test.
Had a letter today telling me to call these jokers because someone tried to apply for a credit card in my name ..... again. That alone should tell you something - the con artists obviously feel confident enough to have a bash at Capital One.
"Call us on the helpline number at capitalone.co.uk" the letter says. Ok - call the number then all you get is "download the app" everywhere (I mean EVERYWHERE) on the site "download the app" like a record on repeat. There is absolutely no chance you'll speak to a human here.
Clearly I'd never have a Capital One card now under any circumstances having seen how impossible it is to get to speak to a being who passes for a human.
Note to the chumpman who no doubt gets millions in annual bonuses for "running" this show:
Communication is everything to achieve any kind of success at Customer Service!
Chimpanzees would do a better job!
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