Oh, and we used to love it when customers threatened lawsuits, like you're doing. Ever heard of arbitration?

If you threaten legal action/contacting a lawyer, the agent is supposed to get a supervisor who will not-so-nicely point out that you can't sue the bank, as per your agreement... it was always music to my ears to hear my manager shut up some abusive loudmouth in her trademark snooty tone "no sir, we will elect arbitration and you will lose."

One time I had some moron acting like some tough-guy with "My brother is a lawyer, I'll sue your ass" and my manager said calmly and, again, with a snooty tone "He must not be a very good one because you don't have a case". It was all I could do to prevent myself from bursting out in laughter...