PNC’s bad lessons in customer service

Note to PNC – don’t ask a question you don’t want an answer to.

Today I called PNC because my wife received a debit card with her maiden name on it. They could see that a mistake was made, but I was told she has the call (I was hoping to save her from having to). They could see they sent the wrong card, but wouldn’t do anything about it – even though we’re on the same account, even though I answered all the security questions. So at the very end of the call the customer service rep asked me “are you satisfied with the results of the call?” Of course I said no, to which she said “sorry” and hung up.

Question – why ask me if you’re not prepared to do something about anyone who says no?