A couple of years ago, we were introduced to Nationwide Biweekly Administration regarding a Mortgage reduction plan they were promoting. After speaking with them, they ensured us that there were no up front fees other than a {$3.00} processing fee taken from our bi weekly withdraw. They further stated that the key to the biweekly process came from XXXX bi weekly withdraws ( essentially paying 13 months instead of 12 months ). The process would include an initial debit that acted as a " deferred payment '' which they assured would, in its entirety, eventually go to our mortgage payment. In mid XXXX of 2015, we were contacted by Nationwide Biweekly and informed that for an unspecified reason, they could not pay our bank that month, that they were essentially dropping us until the problem could be resolved, and that we would have to resume making our own mortgage payments for that time. We inquired about the money already taken out for the month, and they affirmed it would be redebited to our account ( which it was, minus {$3.00} ). However, while recently researching making bi weekly payments directly through our mortgage provider, it came to our attention that Nationwide Biweekly had charged its customers a large lump fee up front, which we were told was not the case when we signed up. We then contacted Nationwide Biweekly and inquired about the alleged initial fee. This was the first time anyone at Nationwide Biweekly informed us of that fee. While she would not quote an exact monetary amount, she informed us that it was withdrawn from our initial first debit. Since Nationwide Biweekly failed to inform us of this fee, and since they dropped us prematurely ( prior to the completion of the mortgage pay off ), we wanted to know how to get that initial fee back ( since they originally told us it was a deferred payment that would go toward our final payment - which is did not, nor will it since they dropped us ). The representative told us it was non refundable, but upon further pressing, stated she was not able to answer that question and would transfer us to someone who could. We then waited on hold for approximately 45 minutes before our connection was terminated. 
