We have had an Exxon Mobil credit card for several years. Inasmuch as we spend winters in Arizona and our mail has to be forwarded to us, we decided to reduce the number of credit cards that we use due to some issues with mail not being forwarded. It should be noted that we have been at the billing address since XX/XX/XXXX and forwarding should not be an issue. The last use of the card was done in XXXX 2015. We paid the statement that was due on XXXX XXXX, 2015, for {$1.00}. We did not receive any further statements until XXXX 2015. We were not concerned about the lack of statements thinking that the account was paid in full. The first that we were made aware of an outstanding balance was when we were contacted by a collection agency ( letter dated XXXX XXXX ), and then we received our XX/XX/XXXX statement ( closing date XXXX XXXX ) from Exxon Mobil which by then included hundreds of dollars in late fees. 

Since receiving the notice from the collection agency, we have made multiple attempts to resolve this issue with both XXXX XXXX and XXXX XXXX XXXX as to why statements were not sent until after large fees were attached to the original purchase. It took multiple calls to even obtain the original balance. Our efforts have been hampered due to Exxon Mobil 's policies dealing with customers. Although they routinely record phone conversations, they will not allow us to do the same. Faxes that were sent with supporting documentation were not acknowledged. Certified letters with the same documentation were returned twice even though they were sent to the address they provided. 

In summary, every effort that we have made to exercise our rights to dispute the bill have been blocked by their policy to restrict the customer 's ability to have any type of permanent record of the dispute. 
