My husband made the mistake of getting an Alaska Airlines BofA credit card---which he only used for a mileage upcharge. After the first year and "free" trip, I convinced him to cancel the account ($75 annual fee for a $99 companion fare that's basically useless anyway is no bargain with Orbitz and Southwest around).

Before our anniversary date, he called and cancelled. A month later, I received an online bill for the annual fee (I handle all the online stuff). I emailed, received an apology, they agreed to close the account and remove the fee (so we've alreayd had to do twice what should've been done in the first place), I even received an email confirming everything.

Yesterday, I received a new statement, now with a $1.50 late charge and past due notice added to the previously removed $75 fee. I am now REALLY pissed off, so I replied to the email (still in my BofA center)---pointing out their error, their lack of service and the crappy job they do. I was in a bad mood and I did use swear words.

This morning they emailed back, confirming they would remove the fee and the $1.50. along with closing the account we've now been trying to close for three months. This representative also chose to pour gasoline on my fire of dissatisfaction by proceeding to lecture me about my "inappropriate language" and how he will "not tolerate this" and if I persist, I will be "referred to corporate security".

I've always worked in service businesses and can appreciate how difficult it can be---I also know that it's not my place to lecture customers, especially ones who are in completely in the right and my company has screwed up something simple, repeatedly. So I responded pointing this out, as well as that they have no control over my choice to exercise MY free speech rights. I even inquired as to what "corporate security" might do to punish me. And I then pointed out if they persisted I would sue for violation of my civil rights.

IN other news, although the email assured me eveything had been removed, it still wasn't posted ot my account. Waiting to see if they pout more gasoline or just do what they're supposed to do.