1234 Orange StreetSmallville, OH 01234July 1, 2005Mr. Steve SmithNational Manager, Customer ServiceEn CorporationCool Building, Suite 222111 Fountain DriveHappy, NH 98765RE: EnCorp Credit Card: 111 222 333 4 555XXI had been an EnCorp credit card holder for the previous twelve years. Before that, I was a Rose card holder for over 22 years. It seems to me that when EnCorp purchased/repurchased Rose nine years ago, the change in company and credit card was smooth and seamless. I wish it would have been the same eleven years later, when EnCorp recently moved its credit card operations to NHBank. I knew about the impending move to NHBank a few months before it happened. I had received notice in the mail of the planned change, and it had been discussed at my local EnCorp station when I paid for my 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 1 deadline. Unfortunately, this did not happen. April 1st went by without interruption, without receiving a replacement card, or even a request for a new one. Apparently I'm the only one who didn't receive a replacement card. After realizing I was without a gas credit card, after 27 years with one, I called a few of your 1-800 numbers and was told I would. must 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 that someone fills out after walking in off the street. The fact that I had been a credit card holder with EnCorp (and its predecessor Rose before that) for about 25 years total didn't seem to matter to you, or 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)? Just in case you're not familiar with this approach, the 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 found that it will cost you six times more to find a new customer than to keep an existing one (I.