I work in customer service for the Credit Card department of a national bank. There seems to be some opposing viewpoints about crediting fees & finance charges to an account if the cardholder doesnt receive the statement for that month, and consequently doesnt make a payment on time. Our CAMS department which handles written correspondence waives all fees & finance charges if a cardholder writes in contesting them for non-receipt of statement. This is as they should do per Reg Z. It seems though that since we accept phone calls, some contend in our department that we are not obligated to waive fees & finance charges as it isnt a written dispute over a billing error, or that since the customer doesnt ask specifically to waive them due to non-receipt we are not obligated to do so. Personally I inform the cardholder that since they didnt receive the statement, all fees & finance charges will be waived regardless of the account profile, CBS score or any other circumstances. What is the correct interpretation for this situation?