EnarBank USA unfriendly, unprofessional, low quality of service Salt Lake City Utah

I'm not happy at all with the service from EnerBank USA. I'm not sure if I can call them a scam, but I can tell they are lowbrow, looking for every chance to collect late fee, penalty, that sort of thing from their customers.

We replaced some windows on our house through Renewal by Andersen and they hooked us up with EnerBank USA in Salt Lake City for loan with 0% interest. Enerbank sent us a payment book and in the first page I found a form to set up automatic payment (automatic fund deduction from our bank account) so I filled it out and sent it with my void check. I thought I had enough time for them to process my request before the due date of my first payment. In other words, I thought my work was done--the first payment would be deducted successfully from our bank account and so would the second and the rest-- till the whole amount was paid up.

But I was wrong. Very wrong. Almost a month later, EnerBank sent me a letter that says my first payment was 10 days past due and late fee is $30. I called them up and told them I sent application for automatic payment a month ago. They said they have never received my application and asked me if I have a proof for actually having sent it. I asked if they have a proof for not receiving it, but they just ignored me. I said I am willing to make a first payment which I accidentally miss and set up automatic payment. Also I asked them to waive the $30 late fee because it's basically I-sent- it, No-I-didn't-receive-it type of situation. But the customer service named Lisa Jones not only refused it but was agitated, unfriendly and defensive in a theatrical way.

I got the impression that this is one of the traps that they set to collect late fee. I can afford $30, but the amount is not issue--it's principal. I don't like the way they do business and the way they treat customers. I just hope I wouldn't set my foot in other traps that they set any more till we pay up the loan...