Hi I can explain... the moment you recieve a credit card, the card has a sticker on the front telling you to ring a number which activates the card, but it isnt the bank or the card issuers number it will 95% of the time be a number for the partnered company of the bank or card issuer every bank can save their resources by partnering with a telesales company to activate credit & debit cards for them & offering sevices such as card protection or identity theft protection in your case capital one partners with Sentinel card protection plan to activate your card you ring the number that appears on the card which is actually the number directly for the sentinel consumer sales floor during the process of the cards activation the consumer sales agent will offer you products to purchase that protect your cards or your identity... what every sales agent is "strictly" trained to do is offer the policies based on the customers wants & needs of each service, simply putting the protection in place is against company regulations ideally when a customer wants the service everything runs smoothly, they know exactly what the service is & is satisfied by the protection but if the policy is set up without consent, as you've experienced it is problematic due to you not knowing what the service is or what it can do for you, hence you are unsatisfied... i have both identity & card protection in place & find both services to be very helpfull, but as you've guessed i know what the services are & how they can be of assistance to actually process a sale of a policy the consumer sales agent must do the following: 1. gain consent to pitch the poicy 2. give a brief yet clear summary 3. give exclusions & price 4. gain expilit consent of purchase 5. explain how the payments will be debited, when & how 6. go through the details of the policy i.e. giving you the claim number, the policy number 7. explaining when the policy pack arrives in the post 8. tranfering you through to a recorded message given to the telesales company by their governing body i.e. "financial servises authority F.S.A. in summary being compliant & treating the customer fairly which to be fair on the companies including sentinel, all telesales agents are given a 2 weeks induction course & full coaching on how to do the above... dont be alarmed by this when the above criteria are met (which is 99.9% of the time on each call) the customers end each call satisfied whether they buy or not buy... hope this helps Edward David Brown