Juniper Bank Complaint - My 63 cents - Apple Loan
When I discovered that on March 7, 2006 Juniper Bank had charged a late fee to my account on a balance of $0.63, I called their customer service line (1-866-640-3836). I explained to the Customer Service Representative that I recognized my payment was two days late, but that I considered a $39 late fee on a balance of $0.63 rather unreasonable. She agreed and assured me that she would remove the late fee, and I assured her that I would make a payment of the $0.63 the same day. On that same day I used the bill pay service of my Credit Union (First Tech, a wonderful company) to pay the $0.63 to Juniper Bank.
A month later, I received a bill for $79.00. I called them, explained the situations as above, and asked that they check their records for the phone call on March 7th. There was a record, but the representative I spoke to that day had noted that she was *not* going to waive the fee. Shocked, I told them that she had assured me she would remove the fee. They offered to remove the second fee but not the first. I asked them to reconsider this decision based on how long I had been a customer and that I had always made payments on time. They refused to waive the first fee.
Is it necessary to record conversation when one calls a company? I am considering doing so in the future. It is sad that one cannot trust a person's word. And really, who considers a $39 late fee a reasonable charge on a balance of $0.63!