I had the SAME experience!!! I spent HOURS on the phone with the card company, the customer service reps, IT. I did lose it and said I was not shopping there again until it was fixed. After a month or two, it magically worked, and I found out on my own with no communication from them. It was a giant mess.
I’m so sorry that you had the same unbearably frustrating experience that I did! Your post reminded me of how I had to call both regular
Nordstrom CS, and then the credit card CS, and how at one point I spent an hour talking to people in one division only to be told I needed to talk to someone in the other... They were supposed to transfer me to the proper department, but they sent me to the wrong one and I had to start all over again. I think that was when I got ready to throw my phone lmao. Honestly I blocked out some of the specifics because it was so terribly stressful. I didn’t shop at
Nordstrom for at least a couple month after because I didn’t want to deal with the site.
In general, I’ve found that when I talk to CS over the phone things
usually go much quicker. They are very kind and do their best to help, but a lot of the CS reps either don’t know how to do a particular thing or have to go through their computer system and run into issues which complicates their effort to solve my problem. So I don’t want to bad mouth their CS reps because I understand they probably deal with a lot of angry, frustrated customers and I do my best to be patient and gracious. Still, there are moments that test me on occasion...
That said, I’m not sure if I’ve ever told the story of the Nordstrom experience that cemented my loyalty. About a decade and a half ago (when I was all of 19 or 20 years old) I went shopping for a winter coat. I fell in love with a particular coat that was absolutely beautiful, probably too dressy for what I needed, but I had disposable income and wanted to splurge on something that would last me years. It was a cashmere Searle coat with fur trim that was about $800. The problem was the store didn’t have it in my size, and the computer couldn’t locate one for me. The very kind SA then spent an hour calling every Nordstrom in the country that might possibly have one.
Alas, no one had the coat. But the SA took down my information and told me that if they got one in stock, she would contact me. I bought a cheaper coat in the meantime and moved on, until
a year later, my cell phone rang and it was the very same SA calling to let me know that they got the coat back in stock that season and she was holding one in my size, if I was still interested. I was absolutely blown away by the fact that she held onto my information for an entire year, remembered me (when we only met the one time), and took the time to reach out and let me know. You better believe I went to Nordstrom that afternoon and bought that coat!

Sadly, the coat is now too small, but maybe one day I will fit into it again. If not, it’s safely stored away in my closet, and perhaps my daughter can wear it when she’s older. It still looks brand new.