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How come as a retiree, entitled to free banking, I keep getting a service charge?

I keep getting a $20 service fee on my checking account even though I'm a WAMU retiree.

I've called customer support several times, as well as my branch, several visits to my local branch office, Human resources and a number for the head office ombudsman.

I keep hearing that WAMU has free checking for the public, and the employee manual says retirees get free banking...How to I find the right person to stop fees from being charged?
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