The other morning my day did not start well.  As I was scrolling through the early morning emails I came upon my credit card bill and I was shocked to learn my balance due was double my norm.  

My first fear was that I had been hacked, but that was not the case.  The problem was that my payment of the previous month's balance had arrived late.  The due date was Sunday 1/15 and there was no mail the next day due to the Martin Luther King holiday.  

Despite it being predawn, I immediately called them and as we live in a 24/7 world I was able to get through to someone quickly.   

I did not ask where in the world I had reached, but the person I spoke to had an accent and the connection was less than optimal. I explained all of the above and added that in my 20 year relationship with the company I had never paid late.  He patiently listened and then told me, pursuant to new policy, he did not have the authority to waive the interest and considerable late fee.  With my blood pressure rising I considered my options and remembered to ask to speak to a Supervisor.  

After a short interval of being on hold I was connected to a female supervisor who heard me through, plus my threat to use a different credit card in the future.  

The connection was better and she had no accent and best of all she readily agreed to the waivers and thanked me for my continuing business. 

There are lessons here and I hope you never need to utilize them.