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Capitol One has all sorts of "house rules" and unwritten rules that they do not disclose and will not disclose even if you demand to be informed of all of their "regulations."

I have dealt with them many times and they are crooks. Unfortunately, the people who you deal with on the phone are the peons who catch all of the flack because they never allow you to talk to anyone above the phone attendant's immediate supervisor.

I always ask for the supervisor's supervisor's supervisor.

I got to the Executive Secretary of GMAC doing that once.

I agree though, it is extremely hard to get above the first level supervisor.

I tried to get 200 bucks off my Verizon cell phone bill because of massive inconveniences they caused me, and the supervisor said the limit was 50 even if I went up the line.

I went to a "real" supervisor and got over 200 off.

Their screw ups cause us to lose a couple thousand in business, but a couple hundred was all I could get.

"Unfortunately, the people who you deal with on the phone are the peons who catch all of the flack because they never allow you to talk to anyone above the phone attendant's immediate supervisor."

And they count on this.

I don't like to deal with these sorts of people, but when I do, I like to win. I make out a battle plan, set the environment (no distractions, no deadlines), plan for entrenchment, and go to war.

I don't (as a rule) take it out on the peons, but I also don't back down. I always take note of who I am talking to (take notes!). When they go to their "final position" (usually defined as "no"), I let the line go dead until they speak....it is unnerving (to them), and a loss of psychological advantage.

I then restate my objection as if I hadn't heard a single thing they had said (I have, but I don't let on that I have). I force them to play my game instead of me playing theirs. When it comes to the inevitable impasse, I calmly ask to speak to their supervisor. Invariably, they will, as per their script, attempt to discourage me. I am the rock, however, and I am tenacious. I frame my questions to them with their name hooked into it: "So Jerry, you're telling me that there isn't anyone available for me to talk to? Are you working by yourself today?"

Never get mad. Never insult. Never threaten! They are trained to deal with you in these respects and, no matter how justified you think you are, it will get you nowhere!

Just remember that these people DON'T OWN THE COMPANY. They make $8 - $10/hr and have lousy work schedules, and worse medical plans, and are generally unhappy in their jobs. Be the rock. Be organized, ready, and determined to achieve what to need to achieve, and I guarantee you can win!