1234 Orange StreetSmallville, OH 012341 July 2005Mr. Steve SmithNational Manager, Customer ServiceEn CorporationCool Building, Suite 222111 Fountain DriveHappy, NH 98765RE: EnCorp Credit Card: 111 222 333 4 555XXI had held an EnCorp credit card within the previous twelve years. Before that, I was a Rose cardholder for over 22 years. I seem to remember that when EnCorp took over/purchased Rose nine years ago, the change of companies and credit cards was handled smoothly and smoothly. I wish the same would happen eleven years later, when EnCorp recently transferred its credit card operations to NHBank. I was aware of the impending move to NHBank a couple of months before it happened. I had received notice in the mail of the planned change and it was discussed at my local EnCorp station when I paid for the gas (with my EnCorp credit card). More than once I inquired and was assured that I would receive a new credit card in the mail before the April 1st deadline. Unfortunately, this did not happen. April 1st passed without receiving a replacement card or even the request for a new one. Apparently I'm the only one who didn't receive a replacement card. After realizing that I was without a gas credit card, after 27 years with one, I called a couple of your 1-800 numbers and was informed that I would need to reapply for a credit card from EnCorp through NHBank. I requested an application and one was sent. It appears to be the same type of application someone fills out after walking in off the street. The fact that I have been a credit card holder with EnCorp (and before that its predecessor Rose) for about 25 years in total, does not seem to matter to you, or to your friends at NHBank. It's hard to believe that companies still do business this way in 2005. Have you (or your colleagues at NHBank) ever heard of MVC (Most Valuable Customer)? In case you're not familiar with this approach, MVC is the client you already have (i.e. me). Normally, these are the customers you don't want to lose and try not to lose. After all, research has revealed that finding a new customer will cost you six times more than keeping an existing one (e.g...