Last week I left three different messages for Renata with no result (no call back - no email). I could have sworn she'd told me she was a Customer Advocate and that I could count on her to assist me with any issue.

Today (10:15am) I called the generic customer service desk. Hold time less than 5 minutes (awesome for a Monday)

I spoke with Melissa. I briefly explained my issue - that my bill shows me owing the amount that was disputed and there was a late payment fee. She looked and told me that the only balance she showed was the late payment fee.

In order to not have the hassle - I paid the $4.55 to her via my debit card (confirmation # 210495 ). It's just not worth it to me to argue over that.

We'll see how it goes from here.