Oh yes I understand 100%.. Its called the companys too big & too many branchs & the right hand has no idea what the left is doing.. My Home Improvment Loan is with Chase.. This is what they did in Dec.. I sent two checks at the same time in the same envelope.. However the two checks were written on two diff.. bank accounts that I have.. They said I only sent one check.. They lost the second check {out of the same envelope}.. So they added a late fee & docked me && I was WHAT .. Oh then three days later they find the second check.. Well I came unglued & fueded with them & they took off the late fee.. The account is updated & on schedule now.. Do you think they said I am Sorry!! NO NO of course not..