Question: You are a customer service representative for a major credit card company. Last week, Naomi Neyens called asking that you waive the annual fee on her account. "I'm getting offers from other companies with no annual fee. I'd like to keep my account with ABC Visa, but only if you waive the fee for the life of the account." You agreed to do as she asked, effective immediately. Now you need to write a letter confirming the conversation. Write to Ms. Neyens, specifying her 16-digit account.