After trying to redeem points from my Charter One account before they charged me the new $25 service fee, I was charged 3 times for this new service which made my account go negative. (I was trying to retrieve points so that I could close my account). After talking to their collections department and then their customer service manager and explained that I never accepted the $25 fee to be withdrawn from my account I got the same answer, "there is nothing that we can do about it".
Good thing that I save my mail though. I explained to the manager that I have a letter from their company that stated if I did not register for the Reward Points I would lose the 12,000 points that I had. Furthermore, assuring her that it was obvious through the letter that I did no register for their service fee rewards. The manager simply stated, "I cannot do anything about it because I cannot see the letter that you are telling me about, but now I have de-enrolled your account from the reward points." Yeah like that was going to comp for the $75 in service fee for this program and $35 for being over drawn.
Now I have to go out of my way to show someone at a bank branch that I have a letter indicating that I was never enrolled (as all the Charter One banks have closed around me) to probably hear the same thing.
It's unfortunate to see how much a bank has changed and how their customer service is based on one quick answer to your worries, "Sorry we cannot do anything about it."