I am a current tenant at Colonial Grand and rent is due on the 1st day of each month and no later than the 3rd. On 12/03/14 I called the office several times and got no answer, which was not a surprise. The tenant portal was not working and I could not process my rent payment. I then called the office repeatedly on 12/4/14 and finally got an answer. I spoke with Melissa and explained to her that I tried making a payment online but the software had denied me access. I then attempted to log in again this morning and was successful. However; there was then a $50 late fee. I asked Melissa if she could waive the lat fee because my rent would have been paid on time. The first thing she stated to me was "do you have proof?" Never did she apologize for the inconvenience, she automatically assumed I was lying. I said "what kind of proof do you need?" she insisted that I send her a screenshot. I explained to her that I was not processing a payment from a desktop but from a cellular device and could not take a screenshot. She then stated " I will not waive any late fees unless you can provide proof that you logged in to pay your rent" I explained once again that I COULD NOT LOG IN. She refused to waive the late fee. I then called the corporate office and left a message. I got a call from a regional manager or possibly the owner. I explained what happened, his first statement to me was "do you have proof?" Once again, no apologies they just want proof. I explained to him I called the office several times to get help with the website and got no answer. His response was "can you give me the number you called from?" I said "sure, there is about 200 or so lines from my work office would you like them all? He Responded "yes". I could not believe he would make me provide over 200 phone numbers so he scroll through the caller ID, Just ridiculous! All so he could keep from having to credit me $50 on Multimillion dollar business . At this point I just agreed to pay the late fee, and to have MAA report late rent to my rental history. These people are money hungry and it is unethical to charge fees to a customer who didn't deserve them.
