I wrote to Peter Fletcher about 3 years ago after a cup game, the 2 men 2 rows behind me (the block was pretty empty) never stopped with their racial hatred. Never. Add sexism and some munich songs and they made me sick. But, as a shy person scared of comeback - and as a woman too, i was too scared to walk along my row to go tell a steward on the day, as the guys behind would have known it was me when the steward came back to them, and my worry was what if they don't then get moved, they could give me a ton of abuse.. or follow me out afterwards.. Cowardly maybe, but if you'd had bad peronsal experiences of an attack yourself you might have been afraid you react too.
But it was the least enjoyable city match of my life.
I took their seat numbers, and wrote to the club explaining what went on, and detailed what they said and everything, saying i hoipe the club can track them and ban them. The reply i got back astounded me. Basically i was being told by Peter Fletcher that i should have reported them on the day and that they will do nothing about it now, and he also told me that no one else complained and pretty much accused me of making it up, and went on again about how i (yes, me! not those guys but me!) let the club down by not reporting them on the day.
I was in tears with that email from him. So upset. I told him so too in a reply, and got even more stick back from him. His reply and comments became personal, which was very very wrong imo.
Myabe he was having a bad day, or 2. But to talk to a lifelong supporter like that, in such bullying negative tones, it was wrong. I had my reasons, and i was doing good (so i thought) writing afterwards to report them.
I was going to write to someone at city after that to complain about Fletcher, but i became ill afterwards and decided it would only make me stressed and probably wouldn't get me anywhere.
Long story i know, i just wanted to say good luck with getting problems stamped out.
(edit to add, before anyone accuses me of not being able to take "banter" - i can banter with the best of them! I love atmosphere, sing and chant the good stuff, but due to personal experience i'm not into confrontation with the nasty ones. And on that occasion i hoped someone else would have reported them on the day, and that my email would have been counted as a follow up.. unfortunately other people found monkey boy and ****** chants (amongst many other disgusting things) acceptable. I'm a lifelong blue, been season ticket for over 20 years now btw). Oh and i can swear with the best of them!)