I agree with you. My wife has a gap card that we pay every single month in full and are never late. She has it because they send extra discounts and ads to card holders. Anyway. She sent a payment in and it was lost in the mail apparently. We went to one of their stores and went to pay and were told that the card was on hold. She called the number on the back and was told that we had a charge that had not been paid from the month before and as such could not use our card. After speaking with them and them looking at our record and seeing that it is paid in full every month they still would not release the hold. She was very pissed and debated never shopping in any store they own again (old navy, gap, banana republic). She decided instead upon suggestion from her father to write a letter, not an email, to the president of the company. He of course did not reply himself but we did get a phone call and written response from a customer service executive apologizing and were given the discount credit for the items we had planned to purchase and a couple other things I dont recall off hand. This situation is obviously not the same but it reminded me of ours.