I have worked in-house for a large international company before and I can say that whackadoo letters like that from [MENTION=35455]JBerger[/MENTION] sometimes work... every now and then a customer decides to subvert the entire chain of command (write an executive directly) and more shockingly every now and then an executive actually reads it. The letter then inevitably gets passed to legal to make sure the company isn't doing something wrong and it is legal who does all of the eyerolling. I once had to read a 500 page hand-written customer tirade to see if there was any exposure to the company... there were diagrams and everything...

That said, hyperbole is a terrible device for persuasive writing and I guarantee that jumping straight to unconscionability (which in the business setting is a legal term of art - think payday loans with 9000% interest) turned the reader's brain off immediately.

That is not to say that some valid points aren't made (nobody likes erosion of service and increase of fees) but they would have received more in return by simply asking for a retention offer on their Gold Card and calling the Reconsideration Line on their Delta Gold application (utilizing chain of command). While being a customer for 50 years is impressive, the company is not indebted to you. As mia points out, you are still just an individual customer... if you are unhappy then that is unfortunate but the company will survive in your absence.