Courtesy

I've been struggling with my mortgage company for the past month, trying to get them to give me credit for paying my March payment which they lost. Finally, after badgering them nearly every day and being treated like a liar, they found it. I asked them to refund my late fees, which they reluctantly agreed to, and today I got a letter saying that I have had the fee waived as a courtesy. A COURTESY??? Are you kidding me? They lose my money and now they think they are doing me a favor by not charging me for their screw up??? Something is seriously messed up with customer service in this world.