Just like with any business where humans are employed, not everyone knows all they should. Even if they are told about it and trained on it, a bad day or general lack of care tosses all of that out of the window. I'd wager there's some that don't understand the Visa Platinum, nor the surveys or Social Rewards, much less Founderscard. Always go higher...unless it's a beneficial cluelessness as Mr. BK referenced.