I was called a "valued" member for my Mastercard account (which I've had since 1988) by an FIA card services representative today. A cardholder for 20 years and one that pays off her balance every month should mean something shouldn't it? Not as valued as one might think though. When I spoke with an "account manager" as she called herself, she refused to credit my account for a late charge that was assessed because I failed to make my payment the business day before the due date. I paid my balance off on due date but it only posted the next business day so I was assessed a $39 late charge plus finance charges for a balance that was under $300. I felt like a child being lectured about how it was my responsibility to make the payment timely to ensure it posted on paydate and that if I would have called and paid $15 to initiate my payment over the phone rather than over the internet my payment would have been timely and the $15 fee vs the $39 late charge would have saved me money. I explained that my husband's father was just diagnosed with a terminal illness so things are in a bit of chaos right now and the response from the "account manager" was that everyone has things going on in their lives but they still have to make their payments timely. For a customer of 20 years I felt that I was treated very coldly and that FIA's "account managers" are not at all customer service oriented. I asked to speak with a manager but the "account manager" refused saying all managers were in meetings and she could handle my account. I asked for a manager several times and was finally told they would have one call me back within 48 hours. Rather than refunding the late charge she was willing to honor my alternative request to close my account - 20 years - means nothing.