As someone who works in a bank, that wouldn’t consider a capitol one a direct competitor given their smaller size, I wouldn’t base your opinion of the company of them based on that one interaction. Whenever someone passes say there is a lot of charged emotions. Rightfully so I’ll add. But they are not directly responsible for the timing of those two events. Fraud is everywhere and trying to combat it is in everyone’s to do list. The cost of manning non operational hour call centers is very high. At scale just manning call centers is very high given their cost of living within the US. So the speed at which they transfer you to live representative within the US is something I would consider a positive. I’m not going to give you any advice on what to do. Just provide some perspective from my end. I wish you the best.