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Now, about that fee... I understand I was late, but I'd like to have it waived. CREDIT CARD REP: Why? YOU: It was a mistake and it won't happen again, so I'd like to have the fee removed. (Note: Always end your sentence with strength. Don't say, "Can you remove this?" Say, "I'd like to have this removed.") At this point, you have a better-than-50-percent chance of getting the fee credited to your account. But just in case you get an especially tough rep, here's what to say. CREDIT CARD REP: I'm very sorry, but we can't refund that fee. I can try to get you our latest blah blah marketing pitch blah blah.... YOU: I'm sorry, but I've been a customer for four years and I'd hate for this one fee to drive me away from your service. What can you do to remove the late fee?