O.K., not to cram a normally positive board with ranting horror stories, but I CAN'T restrain myself this time. I HAVE to share my negative recent experience with this so-called "relationship management" program. Here goes: Saturday, Feb. 22: apply for new Disney/Bank One VISA through on-line application at Disney Club site (I'm a DVC member, but the Disney Club had an application link up first). Tuesday, March 18: receive declination letter from by Bank One, which is dated 3/4. Nowhere does the letter acknowledge I was applying for the Disney Platinum Visa Card. Notably, the first line says Thank you for your interest in our (extra blank space) Visa Platinum credit card program. It would appear that extra blank space is residue of a computer program designed to insert some vernacular (ergo, the marketing partners name) in front of the word Visa. However, Bank One declined to insert that name and missed the blank space, sending out a standard, plain vanilla declination letter (albeit a poorly proofread one which is obviously designed to name a sponsor/marketing affiliate). Isn't clear if that obvious omission is intentional. Even if it isnt, it leaves the Bank One fulfillment of the VISA initiative looking a wee bit rushed and sloppy (doesnt Disney review how marketing partners communicate to its clients?) If it was intentional, the result is to imply Disney doesnt want its good name sullied by being associated with declinations, which if the case is transparent, cowardly and insulting. Wednesday, March 26: send certified mail return reciept letter complaining about this omission to Tosh Komime, head of Customer Relationship Management at Disney. Copy Mr. Andrew Mooney, President, DISNEY CONSUMER PRODUCTS WORLDWIDE, Mr. Steve Wadsworth, President, WALT DISNEY INTERNET GROUP, and BANK ONE Card Services. Tuesday, April 8: over a MONTH after being declined by Bank One, I receive a fancy direct mail promotion piece from them and Disney inviting me to APPLY for the card. Of course, this package immediately raised the issue of why are these firms mocking me, by sending an invitation to apply when theyve ALREADY turned me down?!?! It only took a few seconds to answer that annoying question. Presumably, some unit at Disney provided Bank One with a file of existing Disney clientele (likely the obvious suspects such as members of the Disney Club, the Vacation Club, etc.) to use for this promotion. However, apparently no one at Bank One which loves to present itself as one of the most sophisticated credit card marketers in the country, one that presumably wrote the book on database management bothered to perform the basic, direct mail 101 function of scrubbing the file to remove the names of Disney customers who had already applied, particularly those who had been turned down. Given the presumed agenda of this initiative is to deepen relationships with highly profitable customers (ERGO, DVC-ers LIKE ME), I was most confused about why this was allowed to happen. Does Disney Management care about how letters that go out with their signatures are managed? Or even more to the point, did anyone at either of the marketing partners ever bother to consider how a Disney customer would feel in the resulting scenario? Offended and unimpressed might be places to start. Thursday, April 10: send certified mail return reciept letter complaining about the above in polite but gory detail to Dinah Keefe, Vice President Disney Relationship Management. Copy Disney President Iger, as well as Retail President Mooney, On-Line Preesdient Wadsworth, CRM-"guru" Komime and Carter Warren, head of Card Services marketing at Bank One. Wednesday, April 16: receive an eight sentence long, anonymously authored and poorly written letter (dated April 11) from "The Disney Rewards Program," which appears to be an attempt to respond to the concerns I expressed in my letter to Komime three weeks earlier. The one-sentence response it provides to my concern -- which took Disney over two weeks to draft -- is as follows: Due to the financial nature of a credit decline letter, it is not necessary to include the Disney name. A review of that this morning by my council of the Federal Truth in Lending Act shows that to be a tangential statement of policy, NOT of law. Or stated differently, the Disney letter DID'NT answer my real question: why did Disney and Bank One decide that the so-called financial nature of a declination letter made it so unnecessary to include the Disney name? Their response also ignored another issue I raised, that being the typo in the decline letter I received, which gave away the fact it was obviously designed to include the name of a marketing affiliate. All those omissions are noteworthy - and disappointing. They suggest neither Disney nor Bank One is choosing to be open with a long term, valuable Disney Customer about concerns he raised. Thursday, April 17: while drafting a response to the latest Disney missive, I happen to check these boards and find scores of posts referring to a phone number (888-338-2586) one can choose to check the status of their Disney Bank One VISA application. Out of curiosity, I call, and as requested punch in my social security number. Lo and behold, what comes back? The following: "your application is UNDER REVIEW, you will be notified in writing in 7-10 days of our decision, this is the most CURRENT information regarding the status of your application. Practially falling out of my chair (after all, my application was already DECLINED by Bank One over a month earlier, confirmed IN WRITING, but now their "MOST CURRENT" info is saying it is "UNDER REVIEW"). I subsequently reached an advisor and asked her to clarify my status. She fusses with her keyboard for about 30 seconds and says she can't access the system right now because theyre updating the status, call back tomorrow." I can't wait to hear the story tomorrow WHEN I DO. More to come - STAY POSTED!!!!! This is FAR from over.