At Capital One, front-line customer service representatives wield enormous power. At least that’s how it seems based on Rachel’s story. She called in to request an increase to her credit limit, and received a small one. She accepted the increase over the phone, and all was well, until she received a letter telling her that she had been offered the limit increase and declined it. It appeared that the customer service representative had made a mistake. Easy enough to fix, right? Well… no. No one Rachel talks to has the power to override this all-powerful CSR’s typo.
By March 11, 2011