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Fees charged. In late XX/XX/XXXX, I called Newrez to schedule biweekly payments for XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, they charged me a late fee of {$100.00} and mailed me a letter ( which I did not receive until XX/XX/XXXX ). When I called on XX/XX/XXXX, the customer service rep told me the late fee would be refunded. Upon logging into my online account on XX/XX/XXXX, the late fee had not been removed. I contacted Newrez via chat and {$65.00} was refunded, but not {$39.00}, which was charged as a payment on XX/XX/XXXX. The chat agent stated that the {$39.00} had already been paid so it couldn't be refunded. The phone agent had told me on XX/XX/XXXX that the late fee would be refunded ; she did not mention that it had been split into XXXX separate charges and that part of it was no