Poor Service

With a Relationship Account requiring a combined balance of $20,000, they claim to reimburse ATM fees charged by other banks if they're used.  I've used it 3 times so far and in none of these instances did I receive a reimbursement.  The first time, I was told that I had to withdraw from my checking account rather than savings.  This was never disclosed before.  Then the next 2 times, I am not sure why I was not reimbursed!  After learning that I had to withdraw from savings, I did that.  I keep a min. balance of $20,000 also.  I inquired twice and was told someone would look into it but I never received any follow-up.  That is another issue.  In a few instances, I would be told that someone would call me.  These were separate items and there was no follow-through on their end.  I have not been pleased with their service at all.