I rarely use my Compass Bank VISA. In a pinch, I used it for a $13.53 charge. The bill arrived, and I paid it slightly past the 30 days due. They hit me with a $19 late fee. I called to ask that the late fee -- which is more than the charge -- be waived. They said I had to fax the request. I faxed the request, and said I would pay the current bill as soon as I was apprised of the dispute outcome. I then received another bill showing that the initial late fee was waived, BUT, COMPASS VISA CHARGED ME A SECOND LATE FEE OF $19 while my request to waive the initial late fee was pending!! They were aware that I was awaiting the outcome of the initial request in order to send an accurate amount. I called Compass VISA this morning and was on the phone for 1 hour, 3 minutes ... passed from the initial representative to the floor supervisor Elaine (Alabama), then waited 18 minutes for her to find a Product Manager who could not be located, and then transferred to Collections who said she would find her supervisor .. but that it was "best" for me to pay the $19 late fee & my current charges. As I was cutting up my Compass VISA card (I would never use it again with this kind of customer service), I suggested that they could have seen that I was trying to handle this in good faith -- and that charging me another $19 late fee, when my payment was pending due to a dispute about the unfairness of the original late fee, made no sense.