Here's just a quick stab at a start....

Sheila,

In regards to your note, I would prefer to keep our correspondences at through email, so I have a paper trail. Because of my luck with your company so far, I am reluctant to talk to you over the phone, where I have no documentation.

As I stated previously, I have been very unsatisifed with the (lack of) service I have received as a Shell vacation member. I hope we are able to resolve this issue, together, however, if neccesarry, I will seek legal advice.

It is my feeling that your legal department is going to reverse your decision to refund my money. Did you not have the authority to make this claim? How can misrepresentation be an issue, when i have called your company over 20 times, and not once been able to use my membership, in any state. month, or day of the year?