This is a recent email we received from a Citimortgage customer (NYSE:C)

Funny thing happened when I paid my mortgage payment on Wednesday.
I paid by phone, because i was unable to login to the website as I normally do. This month has bees financially difficult for us and our payment was 23 days late.

I expected a minimal late fee, and was planning to pay it.  I had recently received a notice in the mail regarding the lateness of the account with the breakdown of various fees and charges I was incurring by being late.

The late fee on my statement was $18.66.

The verbal late charge quoted from the customer service representative was $19.00.
When I pointed out the difference, he immediately launched into what seemed like a scripted apology.
“Oh, I’m actually testing a new system today, it has apparently rounded up on the late fee, which it shouldn’t do, I will report this to a supervisor. This shows you pay close attention to detail in your personal accounting, thank you for bringing this to our attention.”

I immediately apologized (I don’t know why) for nickel and diming Citimortgage, but also pointed out that if they got an extra .40 cents on each customer then they probably wouldn’t have anymore financial difficulties.

Think about that. An extra 40 cents on every customer that’s late on a payment right now.
For some reason a little red alarm starting blinking in my brain.  Not good.

Submitted by MYM User..no official response has been solicited