3 months ago, BOA sent me a letter said my secured card

  had been upgraded to unsecured card.

  On this letter said I could still use the same old card but with

  unsecured card's benefit.

  Yesterday, I found out BOA still charged me annual fee

  as a secured card holder.

  Today, called BOA to ask about the annual fee. But they still

  treated me as a secured card holder and the calls always got

  disconnected during transferring to another department.

  Can I go to a branch to talk to a real person in person instead

  of talking over the phone, so I could show them the letter they

  sent me?