Yes, they are pretty clueless over at Cap1.. like you say, they *even* don't know basics such as "convert travel rewards" is not the same as "booking travel on their travel portal". That's not just one or two of them, it's at least a dozen.

My plan is just to leverage my other programs and forget I even have a Cap1 card. In fact I will stop using it 100% for now.

I'll check back every 203 months to see if anything's changed.

The funny thing is that on one random day, the website offered me the choice of using the cellphone SMS authentication or the iPhone app, and the latter worked. But since then, I've not seen the option to use the app.

I just noticed I typed "203 months" instead of "2-3 months" .. Freudian slip ? LOL.

Good luck , all!