Capital One "Customer Service"

I'm guessing from my recent call to customer service that Capital One is using the same call centre as Sirius XM in the U.S. I'm referring to contracted call centres overseas because of the same accent that all the reps have at the centre.

The service is atrocious. I made a purchase today and my card was declined. It never asked for a PIN code. When I called, the automated system asks me to punch in my information including date of birth but when I speak to a rep, I have to repeat all the same information. They claimed that I exceeded my PIN tries but this was false because I only tried my card twice and neither time was I asked for a PIN. So they really have no idea why my card was declined! At the end of it, I was told that I needed to unlock my PIN and was transferred to an automated system. However, when I selected "unlock my PIN", it would just transfer me to a rep, basically forcing me to wait again at the beginning of the queue with that annoying "we are experiencing high call volumes" message. I spoke to a total of three reps, the last one making me change my PIN (in the automated system) but I have no faith that my card will work until I try it again. When speaking with these people, it was my impression that they were all clueless. I don't understand how companies can operate like this.