Horrible loan department. The women that work in t...

Horrible loan department. The women that work in that department are so rude. I called because I needed to pay off a loan I had and asked for the exact amount owed (since the wrong amount was appearing on the banking app). Was told the amount and that I had 10 days to pay before a late fee was applied. I paid it 3 days after making that call and my receipt showed that $20 late fee that I shouldn't have had. Contacted the loan department and she claimed to have said that I needed to pay it the SAME DAY I spoke with her or I'd have that late fee. That was NEVER said. If that was the case, what was the "10 days" part about? Anyways, I asked if it could be waived considering it's now PAID OFF and the supervisor got an attitude - claimed she asked the higher up and she said no. Part of me feels like she didn't actually ask. You'd think they'd be a little more understanding and willing to waive a simple $20 fee, especially during this pandemic.