After being a loyal customer for many years and never having a late payment, this month I had a personal emergency on the day my payment was due. I paid the next day at 4am and immediately sent them a message saying they would see from my history that I am never late and if they would please consider waiving a late fee I would be appreciative. They responded that no fee had yet been assessed and to check back if it was. Today, the fee has been assessed so I responded back again. Their response was that the fee was valid and therefore would not be removed.