"For forty-one years, my employee accounts had every fee waived. Three weeks after I retired, the waivers quietly expired."
At the end of his first year as an ordinary customer, Frank Ellison sat down with his own statements — and found $214 in charges from the bank he'd served his whole working life. A maintenance fee. A paper-statement fee. An inactivity fee on his late wife's savings account.
He'd circled every one of those charges for other people, decades ago. That night he took out the red pencil and the gray-green notebook, and decided the marks belonged to the people on the other side of the counter.
Every one of those charges came off with a phone call — once he asked. The asking is the system.



