Ilene Burgard sent a message to Thomas M Rutledge that said:
Dear Mr. Thomas Rutledge:
I have just spent 45 minutes on the phone with 3 of your employees trying to resolve a problem. My issue is regarding an increase in our bill. They were unable to make me happy with their proposed solution. It is very frustrating to feel that as a customer who has been loyal to your company for over 30 years is treated as though they are not valued and loosing them is irrelevant.
I'd appreciate an opportunity to discuss this situation and see if we can come up with a mutually agreeable solution.
Thank you for your prompt response.