Product: Vehicle loan or lease

On XX/XX/XXXX my bank ( XXXX ) mailed an automatically scheduled payment for my auto loan as they do every month, for delivery by the due date of XX/XX/XXXX. On or around XX/XX/XXXX I started receiving notices via text and/or email from XXXX that my payment had not yet been received. On XX/XX/XXXX, I sent my bank an inquiry as to the payment status, on XX/XX/XXXX I received a reply that check number XXXX was mailed on XX/XX/XXXX but had not yet been presented for payment. I was also informed that I could issue a stop payment on the check for no fee once 10 days had passed from the payment due date. 

On XX/XX/XXXX, I called XXXX to let them know that the payment was in transit and was confirmed to have been sent XX/XX/XXXX. I was auto-routed to their collections department, where before I was even able to explain the situation to their representative I was asked how I would like to resolve the payment. I explained what was going on, and the representative put me on hold to look in to the account, where I was then disconnected after a few moments. 

I waited a few minutes to see if the representative would call back. They did not, so I called again. Again, I was prompted for immediate payment by a representative as soon as they answered the phone. When I explained the situation, and the timetable available for me to issue a stop payment and pay online via XXXX 's website, I was informed by the representative that as long as the payment was made by XX/XX/XXXX, there would be no late fee. 

On XX/XX/XXXX, I logged in to my XXXX account to see that the payment had still not been applied. Therefore, I issued a stop payment on the check with my bank and made my payment online via XXXX 's portal ( confirmation number XXXX ). I logged in periodically over the next few days to see if a late fee was applied, and by XX/XX/XXXX the original check was received, credited, and then subsequently removed as the stop payment was in effect. As of the XX/XX/XXXX, a late fee was not appearing on XXXX 's website. 

Today, on XX/XX/XXXX, I logged in to update my records as to how much of my payment was applied to principal/interest etc, and noticed that a late fee was added and dated XX/XX/XXXX, and part of my last payment was applied to said late fee. I called XXXX, to which the first representative informed me that despite this late fee being of no fault of my own, they could wave this late fee but the account would not be eligible for any future fee waivers. When I explained that is not acceptable due to the fact that the payment was sent well in advance AND I had followed the instructions and time table of the representative from XX/XX/XXXX, I was told there was nothing the representative could do to allow any future late fees to be reviewed/waived if warranted. I asked to speak to a supervisor, after a few minute 's hold I was transferred to XXXX. He gave me the same response, and when I asked to be escalated further. I was transferred to another manager named XXXX, who was informed that I did not accept the fee waiver. I explained to her that that was not correct, that I expected the fee waiver to occur and that my account be noted so that if this situation occurred again in the future the opportunity to waive the fee would be available. She stated that that is not possible, and that only a single late fee waiver can be applied for the life of the loan, despite this being no fault of my own AND despite the fact that I followed the directions of their employee.