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Ruth, I think that before you fix or change anything you should focus on your customer service. I wasn't able to access my money for 5 days and when i called I couldn't speak to anyone and it took 4 days to get a reply. That is unacceptable. When you guys lock an account you don't notify the card holder. They have to find out when they try to buy something which has happened to me more than once.
Customer service is vital when you are holding someone's money. I think that is your only problem and its a huge one.
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