I was hit with a $39 late fee plus finance charges because I didn't get my paper statement in the mail to remind me to pay this month. Even with a 14 year history of paying in full every month, I was given no consideration and told that refunding these fees was against Chase policy. To me it's as if they stole money from me so I closed my account and will go with HBSC which has a better rewards card anyway. I also will have to have a talk with my mail carrier to see if he knows why my bill never arrived.