Not keen on retaining customers, are they?

I lost my password when I moved house recently. I rang CardOne up to request a new one, and was told that I needed to provide proof of my new address. I have sent several letters since the end of November, all of which they refused. They said my Voter's Roll confirmation looked like it had been photocopied. They never had any doubts about my identity on the phone, though. In the end, I asked for a final statement so I could close it, but they refused saying there was now a block on the account until I proved my new address. Over the weekend, a manager promised to look into why my proof of address had been refused and get back to me. She never did. Today, I got fed up and asked them to close it any way.

Yes, CardOne is one of those services for "desperate" customers, but such customers are people too. "Desperate" is only an adjective for when they do sign up. They will not stay desperate forever. When their circumstances change, they make money, surely it makes sense for a business to at least make the effort to retain their custom? I feel they ought to lose the "computer says no" attitude, and deal with customers as people.