It is stated that the follow-up services start after the due date. In reality, the follow-up services start after the "grace period." We recommend that all follow-up starts after the due date and the late fee applies after the grace period is over.  It was also not clearly stated that Blackbaud uses a robo-call, not a real person to follow-up. We feel that the fee for follow-up services for automated work is not worth paying because no person is actually doing the follow-up. It is all automatic.