I retired a year ago, and have had many issues with my checks. I have always called them and kept in contact with the they have worked with me every time.
The folks in the Smyrna office could not be any better.
I would not deal with anyone else because they take care of me. I think they have always been fair.
A late fee is a late fee and they must collect. They only I do not like is the Western Union part I do not believe any customer paying with a debit or credit card should have to pay an extra 7 dollars every payment.