Before I had to leave my career to move down here (from Canada to California) I was a lender at a bank and before that I was in the call centre. Oh I'd get calls all of the time about overdraft fees, or this fee or that. If someone called in and was polite and not blaming me for their mistake I would always reverse the fees. I hated it when people would call in all ablazing yelling at me like I personally did it to them... OI! Then when I was a lender people were always so much nicer to me, hmmm, anyhow again I always reversed.
Don't under estimate asking nicely it will get you so much!
I hate when banks quote policy to me when I have to talk to them. Or if they say, "it's policy..." sigh it's not like I was asking for a kidney or anything. I want to tell them that my I can easily go across the street and open an account there. I think that as a customer banks should work for me, not me for them.
Anyhow ramble ramble... I'm exceedingly good at that, don'tcha think?