Originally Posted by mooper

Is there a possibility that, rather than purposefully trying to cheat you, they have simply made generous offers that are designed to benefit both them and their customers, but didn't take enough care to align the promotions in an clear and accurate manner? This is otherwise known as a "mistake".



Being disorganized and as a result being generous with new customers does *not* mean they should be obligated to bend the rules nor offer comparable promotions for existing customers. If they want to incentivize new customers only, that's their prerogative and perfectly fair. Now, if they promise something, you rely upon it to your detriment, and then they don't make good, you have a simple case that you *should* pursue. Otherwise, be happy with what you get from them, or as you said you did, go elsewhere.

I've been a Fidelity customer for 23 years and I've received perhaps the best customer service from any company I've ever dealt with. They've corrected mistakes and/or forgiven me for otherwise expensive mistakes, they've bent the rules when I asked politely (for previous mileage promos), and they've always been able to answer even the most complex of questions 24/7. They go out of their way to solicit feedback, they are competitively priced, and their product and service selection is huge and reliable. YMMV, but if you looked at my massive transactional history with them and considered that I can't think of a *single* time I've been disappointed in decades, it might indicate something to you.