Se PROVIDIAN P.O. Box 9076 May 28, 2004 Pleasanton, CA 94566-9076 Mr. David Amos 163 Alvin Ave Milton, MA 02186-5110 Re: Providian National Bank VISA Account No. XXXX-XXXX-XXXX-5160 Providian File No. 101450 Dear Mr. Amos ‘On behalf of Ms, Ellen Richey, Vice Chairman, Enterprise Risk Management, General Counsel and Secretary of Providian Financial Corporation, | am responding to your letter dated May 3, 2004, which our office received on May 17, 2004. | appreciate this opportunity to address your concems regarding your account balance, as well as the collections calls for your above-referenced VISA account. Before | begin to adress your concems, | want fo apologize for the inconvenience and frustration you and your wife experienced when speaking with our Collections Department Representatives andor our vendors’ representatives, Maintaining a positive relationship with our accountholders is very important to us and we invest a great deal of time in training our representatives, and those of our vendors to be professional and to properly address al! of our customers concerns. We regret this was not your experience. For your convenience and review, | have enclosed the following: 1) a copy of the reply card used to open your above-telerenced account. 2) A copy of the Terms Sheet that was included with the Aooount Agreement governing this account, which was mailed to you after you opened this account. 3) Copies of the information contained in your March 2008 through May 2004 billing statements, with the exception of the April and May 2008 billing statements, ‘which were not generated as your account reflected a zero balance during these periods. 4) Copies of three ‘account payments. According to our records, the above-referenced account was established as a result of a signed reply card that was processed in January 2003, and which bears a signature in the name of David A. Amos. By having received the signed reply card and verifying the appropriate information, including the name, Social Security Number (SSN) fending in 6933, and address, Providian received authorization to open an account under all the Terms and Conditions disclosed in the Account Agreement that governs this account, Based on all the information disclosed above and all of the enclosed account documentation, we believe we have validated the above-referenced VISA account as being correctly established under your name and personal information, and have further contirmed the accuracy of your balance In reference to the calls you received, | also want to assure you that it is not our intention to inconvenience accountholders with our calls. Because customers may pay late or miss a payment for various reasons, we attempt to contact them when an account becomes past due or overlimit. We find that such calls are generally helpful to accountholders by reminding them to make the correct payment on the account sooner, and as a result, avoid further late fees, overimt fees and adverse credit reporting, If telephone contact is made with a customer, then subsequent calls during the day are not placed. However, if contact is not made directly with our customer, our collection efforts may continue with additional calls being placed during the same day in an attempt to reach our customer.LE ee PROVIDIAN Mr. David Amos May 28, 2004 Page Like any large business, to achiove our goals, we use a variety of vendors in order to provide the best service to our customers and the best velue to our shareholders. Whether Providian or one of its vendors places a call to a ‘customer, the same standards are expected as well as adherence to our procedures. | want to assure you that your ‘comments relating to the service you recelved from our vendors have been provided to the appropriate managerial staff for review and feedback. In addition, | would like to clay that the calls you received from India were not made by Accenture, rather, they originated from an independent vendor acting on our behalf. Our relationship with Accenture is related to our technology needs; we do not use them to make collection calls for us, Since we cannot guarantee the number of collection call attempts we, our vendors, ora collection agency collecting on our behalf may meke, and out of an abundance of caution, we have placed your account into a “by mail only” status. This means you will continue to recelva correspondence from us, but no telephone calls wil be made to you about the status of your account, If you later decide you would like us to contact you by telephone regarding the status of your aocount,plaase feel free to wre to us al the address on this letter and request that the by-mait-only status ofthis account be removed. [As of the date of this letter, your account is over 31 days past due, as we did not receive the required minimum payment for the April 18 and May 18, 2004, required due dates. Your account is currently also $94.94 overtimit. In ‘order to bring your account to @ current status, your minimum payment of $78.00, which includes the past due amount, is due on or before June 17, 2004. To avoid additional overlimit fees, please send a payment large enough to bring your account within your $1,000.00 credit line, If you have already sent this payment, please disregard this notice. Before closing, we also understand from your correspondence that you have concems regarding your wife’s (Mrs. Jean F. O'Meara) account and that you have a Durable Power of Attorney (POA) for your wife. However, we have ‘no record of having received a notarized or certified copy of this POA. Consequently, we will reply to Mrs. O'Meara Thank you for bringing your coneems to our attention. Should you have any further questions regarding this matter, you may contact me directly at (925) 738-5158, or (800) 322-2274, extension 5158, Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m., Pacific Time. Sincerely, Carlos B. Argus Customer Relations co: Ms, Ellen Richey, Providian Financial CorporationPROVIDIAN P.O. Box 9076 June 4, 2004 Pleasanton, CA 94566-9076 Mr. David Amos 153 ANin Ave Millon, MA 02186-5110 Re: Providian National Bank VISA Account No, XXXX-XXXX-XXXX-5160 Providian File No. 101450 Dear mr. Amos: ‘This latter isa follow-up to your telephone call, wbich I received on June 1, 2004. | appreciate the opportunity to address your additonal concems, | want to confirm that we located the Compact Disc (CD) that you included with your latter dated May 3, 2004, ‘which we subsequently listened to in order to ascertain additional information regarding your concems. ‘Allhough we listened to the CD, we are unsure as o how itrlates to your concerns. We ask that you please provide us with a new CD containing the specific portion that pertains to your issue. You may also contact me directly at (625) 736-5158, or (800) 322-2274, extension 5158, Monday through Friday, between the hours of 8:00 a.m. and 6:00 p.m., Pacific Time, with additional information. ‘Thank you for your time, Sincerely, Cartos B. Ar Customer Relations