JCarter wrote:Like I pointed out, you really should have gotten back in touch with the customer relations executive who contacted you and asked for a vice president. Re-emailing Mr. Fairbank will never get you anywhere, Mr. Fairbank is very unlikely to see your email, most executive email boxes are setup into a ticketing system and sorted out (Investor relations, Legal, Customer Service, Executive Assistant) before (and only if necessary) being sent to the executive.
The problem is that you just have a common gripe. The option for a customer like you is to walk away. Until you are ready to do that they will not waste any time with you.
If you call up and say yo wish to close your account then they might offer you something to retain you.
Also, for the record, email is the worst way to pursue something like this. I love email but it's just too easy. Anyone can throw together an email in a few minutes. If you want to demonstrate your seriousness then you write a letter and send it certified mail. It's not a requirement but it shows you are serious.
I've gotten excellent results over the years with well-crafted complaints and letters. But in the end you must be right, reasonable, and ready to walk away. It also helps to be a good customer in the eyes of the company. With a credit card you do that by either spending a lot or carrying a balance. If they are making money off you because you spend a lot but rarely carry a balance then they'll gladly lower your APR to keep you. If, on the other hand, they make their money from interest because you spend just a few thousand a year but carry a balance then cutting your APR is just throwing away money for them..
You can also go far if you catch them violating rules or something like that. Most companies actually try to follow rules but frequently make mistakes because of mistakes by employees, broken equipment, or other events. If you catch them in a situation like that and if you are skilled at "manipulating" the situation you can often turn it into an opportunity to get what you want, within reason.
I got a full year of internet access reimbursed over just a few hours of outage over several weeks. I've had the SVP of a major telecom call me and make major concessions after I caught them charging a fee that they had specifically agreed not to charge under a previous consent decree. My wife had the general counsel of a billion dollar company quite literally in tears. It can be done...if you know how to apply pressure and have the right ammunition.