Provident Funding

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ To being with, I would like to assure you that we strive to provide the best possible service to all of our valued customersThat being said, we do adhere very strictly to a policy of waiving late charges and Non-Sufficient Funds ("NSF") fees only when we have made an errorDue to a high scrutiny banks and lenders face, we are left with no latitude to make exceptions and we want to ensure we have a fair application of policy relating to waiving of late charges and NSF fees We have investigated this matter and have confirmed that your July 1, installment was not received until you successfully completed a one-time online payment through our website on July 22, Please review the enclosed payment history which reflects the date your July 1, installment was received The history of your loan reflects that you have been enrolled in our payment drafting service, which automatically drafts your payments from a designated bank account on the fifth day of each month, since your initial October 1, installmentAs reflected on our website, in order to change your automatic payment drafting information you must first agree that the bank account information entered is correct and accurate by selecting the "save" button below the payment information fieldsWe have no record of you updating your designated bank account until you successfully updated the account through our website on July 22, Our records further reflect that we attempted to complete your scheduled payment draft on July 6, using your most current bank information on file; however, we were subsequently notified on July 14, that the transaction could not be completed due to insufficient fundsPlease review the enclosed copy of the email that was sent to you on July 14, notifying you that your payment could not be completed and that we needed to receive another payment prior to the 16th to avoid the assessment of a late chargeWe have no record of receiving a subsequent payment prior to receiving a one-time online payment through our website on July 22, According to the terms of the enclosed copy of the Promissory Note that you and your wife executed at the closing of the loan, payments are due on the 1st of the monthIf a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessedIt is the responsibility of the borrowers to ensure payments are received in accordance with the terms of the Note on the 1st of the month and within the grace period to avoid the assessment of a late charge As we did not successfully receive a payment for your July 1, installment by the first of the month due date or within the grace period, a late charge in the amount of $205.28, which was paid on July 22, 2015, was properly assessedWe are, therefore, unable to accommodate your request to refund the late charge Additionally, as reflected on the fee schedule on our website, there is a $NSF fee for all transactions which cannot be completed due to insufficient fundsThe $NSF fee, which was paid on July 22, 2015, was properly assessed to your account and we are unable to accommodate your request to refund this fee For your records, since your July 1, installment was successfully received within the same month it was due, no derogatory information has been or will be reported to the credit bureaus and this matter will not negatively affect your credit score We encourage you to continue to utilize our email notification service, which you have been enrolled in since September 4, 2012, as this free service allows you to monitor the timely receipt of your payments and information regarding your account As of the date of this letter, your loan is next due for the August 1, installment in the amount of $4,A no cost automatic draft in the amount of $4,is currently scheduled to be drafted from your designated bank account on August 5, I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance Enclosures

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Provident Funding is responding to the complaint you filed with the Revdex.com Our Payoff Statement fee is $per statement, four statements have been ordered on your accountPlease note that the fee is a charge for preparing the information needed to complete a payoff and is not a prepayment penalty Payoff statements can only be obtained by third parties who have been authorized by you by providing both the loan number and your social security number; the party is notified prior to ordering the statement that a $E-Payoff Delivery Fee will be assessed on loan, where applicableThe details of payoff statement orders are below and you should consult with these individuals for an explanation of the specific orders: • Date ordered: 7/12/by [redacted] Generated payoff through: 8/5/ • Date ordered: 2/3/by [redacted] Generated payoff through: 2/28/ • Date ordered: 2/11/by [redacted] Generated payoff through: 2/14/ • Date ordered: 2/12/by [redacted] Generated payoff through: 2/21/ As you know, Provident Funding Loan #XXXXXXXXXX was paid in full on February 14, We have confirmed that the $E-Payoff Delivery fees were properly assessed and therefore will not be refundedI may be reached via telephone at (XXX) XXX-XXXX or via email at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance

Initial Business Response / [redacted] (1000, 6, 2014/04/22) */ The following was sent in a letter to the borrower: Provident Funding is responding to the complaint you submitted to the Revdex.com Please review the enclosed copy of the Note that you and Mrand Mrs [redacted] executed at the closing of this loan, and specifically, Section (Payments) which stated you would make your principal and interest payments on the first day of each month, and Section (Borrower's Right to Prepay) which stated you have the right to make prepayments whenever you wishAs reflected on the enclosed copy of the Welcome Letter we sent to you on April 10, and the Loan Servicing Frequently Asked Questions section of our website, www.provident.com, even though we do not currently accept bi-weekly payments, you are free to make additional payments for principal reduction together with any monthly payment As previously clarified by our representatives, a bi-weekly payment plan applies half payments per year to a loan which is the equivalent of full monthly mortgage paymentsIf you would like to achieve similar interest savings that bi-weekly payments achieve, you may send an additional $or any amount you choose with each monthly payment or make a principal only payment at any time The initial monthly payment for your loan in the amount $2,will become due on May 1, Please ensure this monthly payment and all future monthly payments are received in full in a timely mannerI may be reached via email at [redacted] @provident.com or by phone at XXX-XXX-XXXX if you have any further questions Sincerely, [redacted] Consumer Compliance Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is unacceptable due to the fact that their resolution is for me to pay extra money per month ($150) to off-set the fact that they don't accept bi-weekly paymentsIf they accepted bi-weekly payments I wouldn't have to pay an extra $150/month and my loan could be paid off at a faster rate with no extra expense to my monthly budget Final Business Response / [redacted] (4000, 10, 2014/04/24) */ Provident Funding is responding to the rebuttal you submitted to the Revdex.com We are sorry if you found our previous correspondence to be insufficient Provident Funding services all loans in accordance with the terms of the loan documents that are executed at the closing of each loanWe do not currently offer bi-weekly or partial payment plans, and in accordance with the terms of the Note you, along with Mrand MrsXXXXXXXXXX, executed at the closing of this loan, we must receive one full monthly payment by the 1st of the month due date or within the grace period It should once again be noted that, based on the $1,principal and interest portion of your total monthly payment, the annual amount you would pay for bi-weekly principal and interest payments ($23,139.35) is equivalent to the annual amount you would pay by sending an additional $with each of your monthly principal and interest payments ($23,139.36)It should also be noted that third party bi-weekly payment companies normally charge an enrollment fee and a monthly processing fee We are pleased that you elected to pay an additional $towards the principal of the loan with your May 1, installment that we recently receivedWe once again encourage you to continue to send additional funds towards principal with each monthly payment or make a principal only payment at any time to save on interest and accelerate the maturity date of your loan At this time, your loan is next due for the June 1, installment in the amount of $2,I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance Final Consumer Response / [redacted] (4200, 12, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was the same response that I just responded toIn addition, I did not choose this loan company, my loan was sold to them by my original loan companyThere is no reason why Provident will not change their policy to help customers pay down their loans faster

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ I am writing in response to the complaint that XXXXXX XXXXXXXXXXXX filed with the Revdex.com on your behalfIt should be noted that MsXXXXXXXXXXXX is not an authorized user on the account, if you would like to add her as an authorized person please make sure that you complete and mail/fax the Authorization to Speak Form that was previously provided to you By now you are aware that, after further review, the late charge assessed in connection with the payment due December 1, has been waivedA copy of the notice sent to you confirming this is enclosed We remind you that, in accordance with the terms of the enclosed copy of the Promissory Note you executed at the closing of the loan, payments are due on and must be received by the lender on the first of the each monthAlthough a fifteen day grace period is provided, the due date remains the first of the monthThe grace period is provided to allow for any delivery delays, including mail delays, but payments mailed during the grace period are subject to the risk of arriving late and incurring a late chargeThe late charge which remains outstanding, as indicated in our recent notices, was incurred for the January 1, payment which was not received until January 21, We are pleased to see that you took advantage of the opportunity to remit your February 1, installment in a timely manner using our free web site serviceWe encourage you to continue to do soAs an alternative, we would like to recommend our payment drafting service, which is also available at no costThis option, which drafts your payment from your designated bank account on the fifth day of each month, is explained in more detail on our website where you can also enroll if you chooseEnrollment in this service will ensure that your payment is received each month in a timely manner, providing that the draft is accepted by your financial institution Please continue to utilize our email notification service, as you currently do, as this service allows you to monitor the timely receipt of your payments and to take action to avoid the assessment of late charges You may reach me by e-mail at [redacted] @provident.com or please call me directly at XXX-XXX-XXXX if you would like to discuss your concerns in more detail Sincerely, [redacted] Consumer Compliance Enclosures Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) After countless emails being sent between myself and a Provident representative, no resolution has come from my customer service complaint and the inflexible nature that Provident imbeds in its representativesA good amount of time has been wasted on this issue and my integrity and honesty have been basically called into question when proof cannot be given on Provident's end that this check was not held up at some level on their endAgain this check, like all my past payments, has been made timely and with ample time to get to the destinationPost-marked proof has been given but still, even after years of being a customer and having perfect credit history, Provident is unwilling to make adjustments and the pass [redacted] has begun again Final Business Response / [redacted] (4000, 9, 2014/03/07) */ Provident Funding is responding to the additional concerns raised in the consumer's Revdex.com rebuttal While we have reconfirmed the January late charge was properly assessed in accordance with our standard procedures due to the borrowers' January 1, installment not being received on or before January 16, 2014, we have continued to reach out to Mrand MrsXXXXXXX in order to alleviate any additional concerns they may have and have requested additional documentation from them in the form of a written notice of errorOnce that additional documentation is received, we will be more than happy to investigate this matter further and determine if any errors have occurred on the part of Provident Funding I can be reached by phone at XXX-XXX-XXXX if any further information is needed or if I can be of any further assistance Sincerely, [redacted] Consumer Compliance Provident Funding Final Consumer Response / [redacted] (4200, 13, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted the letter of explanation and hope that I will be informed when it has been receivedThis will be the second letter I have sent to address this situation, the fifth person I have been in contact with for this situation and the fourth form of communication since I have exhausted my phone, email, letter and online resourcesI am sincerely hoping for customer satisfaction

Initial Business Response / [redacted] (1000, 6, 2015/12/02) */ As of the date of this letter, your August payment and all subsequent payments remain unpaid, you are in default under the terms of the loan documents you executed at the closing of this loan, and your loan is in serious danger of being referred to our Foreclosure DepartmentAs previously explained to you by our representatives, it is imperative that we successfully receive at least four monthly payments, or $4,799.00, in one lump payment as quickly as possible to avoid your loan being referred to our Foreclosure Department Our records reflect our representatives previously assisted you with a no-cost phone payment on July 13, 2015, at which time three monthly payments were outstanding and you elected to submit a no-cost phone payment for two of the three outstanding monthly paymentsSince you are familiar with utilizing this payment method, feel free to contact me using the information below as I would be happy to coordinate another no-cost phone paymentAs previously explained to you, due to the delinquency of your loan and in accordance with our standard procedures, you are currently unable to submit one-time online paymentsPlease be advised that if the $4,minimum lump sum payment is not successfully received in a timely manner and your loan is referred to our Foreclosure Department, your loan will be required to be fully reinstated using certified funds In response to your complaint, allow me to clarify that Provident Funding services all loans in accordance with the terms of the documents executed at the closing of each loan and that we apply our policies consistently, fairly and equally to all of our valued customersWe bring your attention to Section of the enclosed copy of the Mortgage you and your wife executed at the closing of this loan, which states that we may return any payment or partial payment if the payment or partial payments are insufficient to bring the loan current The history of this mortgage loan reflects checks have been returned to you on three separate occasions since November 13, due to the amount of the checks being insufficient to bring your loan currentTo further clarify, as of November 13, 2015, your August - November payments, each in the amount of $1,199.75, were outstanding for a total of $4,On November 13, 2015, check numbers [redacted] and ***, each in the amount of $1,244.65, were receivedDue to the total amount of those checks being less than the minimum amount we could accept, in accordance with our standard procedures and the Mortgage executed at the closing of this loan, the checks were returned to you without being processedOne of our representatives confirmed the return of both checks via e-mail on November 18, 2015, at which time our representative re-clarified a minimum of three payments had to be received in one lump sum payment since your loan was due for four monthly payments Although you were well-aware of the minimum payment amount we would accept and our policy of returning payments which were insufficient to bring your loan current, check number in the amount of $1,was subsequently received on November 25, 2015, and it was returned to you without being processedCheck numbers [redacted] were re-submitted to us on December 1, 2015, and those checks were once again returned to you without being processedCopies of the returned check letters with images of checks and your payment history are enclosed with the original of this letter It should be noted that a Streamlined Modification Trial Period Plan was approved on November 3, in consideration of the serious delinquency of your loanAlthough the proposed trial period payments for that plan were $less than your current total monthly payment, the plan was cancelled on November 18, after you advised our representatives you were not interested in pursuing it It is once again imperative that we successfully receive at least four monthly payments, or $4,799.00, in one lump payment as quickly as possible to avoid your loan being referred to our Foreclosure Department Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The payments were refused simply because they were in separate envelopesYou did receive payment, but your own internal policy caused you to turn them away The amount of the loan payments as they currently stand are not the issueWe were down one job, but that has since changed, so there is zero interest in going back to a new 30- or 40-year loan just to reduce the monthly payments by a few hundred dollars - that is a foolish thought The payments were sent in good faith to pay money that was owed as it became available, rather than wait until the entire amount had been saved upAt the time the checks were sent there was no known restriction on having to make every single payment all at onceIt was only after checks had been mailed out, and then returned was that stated - a restriction I do not respectCurrently, checks are still somewhere in the mail systemYou did acknowledge receiving these checks and then returning themUntil I have confirmation and physical custody of the checks, you are preventing me from actually making payments This is my point of contentionIf the checks had simply been received and then held until your "required" number had been reached, you would have several thousand dollars ready to be deposited and additional checks would be on their way to completely pay off what is past dueYou did not choose this route, so you are forcing the delay of payments Final Consumer Response / [redacted] (3000, 14, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The total amount needed was sent separately, and you were informed as suchSimply keeping the ones mailed earlier until they were all received would have covered your requirementNow there are multiple checks somewhere in the mail that I no longer haveThat makes me very uncomfortable to make any additional payments, just in case these older checks suddenly get cashed I have no issue making the payment, but not with uncashed checks floating around Final Business Response / [redacted] (4000, 16, 2015/12/09) */ You have not provided any new or materially different information for our reviewAs outlined in our previous correspondence, we are required to process payments upon receipt and are unable to "hold" your check payments as you suggestCheck number was mailed back to you on November 25, 2015, check numbers [redacted] and [redacted] were mailed back to you on December 1, 2015, and none of the checks were applied to your account We must remind you of the urgent nature of this matterDue to the serious delinquency of your loan and you knowingly submitting insufficient payments, your loan is on the verge of being referred to our Foreclosure DepartmentIf the required $4,minimum lump sum payment is not successfully received on or before PM PT on Friday, December 18, 2015, your loan is scheduled to be referred to our Foreclosure Department on Monday, December 21,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/04/03) */ Provident Funding is responding to the complaint you have filed with the Revdex.com We have researched this matter and have confirmed that your March 1, installment was not successfully received until we both received and processed a check payment on March 27, Please review the enclosed payment history which reflects the date your March 1, installment was received For your clarification, our policies and procedures require that all complete payments be processed as of the day they are received, and under no circumstances are such payments held for future day processing Our records show that you initially called our Customer Service Department in regards to this matter on March 24, 2014, and that our Representative accurately advised you that we had not yet received a check payment for your March 1, installmentDuring the call you advised our Representative that you would send another check payment to satisfy the outstanding installment, that you would not like us to place a stop payment on a check that you stated you had previously sent, and that if we receive another check it should be applied towards your next payment dueCheck #XXXXX was subsequently received on March 27, and was applied towards your March paymentAs of this date, we have not received a check that can be applied towards your April payment According to the terms of the Promissory Note that you executed at the closing of this loan, payments are due on the 1st of the monthIf a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessedThe amount of the late charge will be 5% or the maximum allowable by state law of the overdue payment of principal and interestIt is the responsibility of the borrower to ensure payments are received in accordance with the terms of the Note on the 1st of the month and within the grace period to avoid the assessment of a late charge As we did not successfully receive a payment for your March 1, installment by the due date or within the grace period, a late charge in the amount of $was assessedThe March late charge, which was paid on March 27, 2014, was properly assessed and, therefore, will not be refunded As your March 1, installment was successfully received within the same month it was due, no day late has been or will be reported to the credit bureaus and the late payment will not negatively affect your credit score We encourage you to enroll in our email payment notification service, as this free service will allow you to monitor the timely receipt of your payments and information regarding your accountYou may enroll in this free service by visiting our website, www.provident.com, and by logging into your online account We would also like to recommend our payment drafting service, which is available at no costThis option, which drafts payments from a designated bank account on the fifth day of each month is explained in more detail on our website where you can also enroll if you chooseEnrollment in this service will ensure that payments are received each month in a timely manner, providing that the draft is accepted by the financial institution, and will also save mailing expenses As of this date, your loan is due for the April 1, in the amount of $685.22; please ensure that we receive a full monthly payment by April 16, in order to avoid a late chargeI may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Provident Funding is responding to the compliant you filed with the Revdex.com Firstly, I would like to assure you that we strive to provide the best possible service to all of our valued customersThat being said, we do adhere very strictly to a policy of waiving late charges only when we have made an errorDue to a high scrutiny banks and lenders face, we are left with no latitude to make exceptions and we want to ensure we have a fair application of policy relating to waiving of late charges Secondly, we cannot agree with your assertions that Provident Funding has delayed or otherwise misprocessed your check paymentsConversely, our policies and procedures require that all complete payments be processed as of the day they are received and that under no circumstances are such payments held for future day processingTo that end, our policy is to date-stamp all check payments upon receipt, and I bring your attention to the enclosed copy of the date-stamped payment processing record for check #***, and specifically the Date and Payment Date fields on the top of the document which reflect check # [redacted] was received and date-stamped at our payment processing facility on June 18, Additionally, please review the enclosed copy of the date-stamped payment processing record for check # [redacted] which reflects that check # [redacted] was received and date-stamped at our payment processing facility on July 23, According to the terms of the enclosed copy of the Promissory Note that you executed at the closing of the loan, payments are due on the 1st of the monthIf a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessedIt is the responsibility of the borrower to ensure payments are received in accordance with the terms of the Note on the 1st of the month and within the grace period to avoid the assessment of a late charge As we did not successfully receive a payment for your June 1, installment or your July 1, installment by the first of the month due date or within the grace period, late charges each in the amount of $were properly assessedWe are, therefore, unable to accommodate your request to waive or refund the late charges For your records, since your June 1, installment and July 1, installment were successfully received within the same month they were due, no derogatory information has been or will be reported to the credit bureaus and this matter will not negatively affect your credit score To avoid any mailing delays we would like to recommend our payment drafting service, which is available at no costThis option, which would automatically draft your payments from a designated bank account on the fifth day of each month, is explained in more detail on our website, www.provident.com, where you can also enroll if you chooseEnrollment in this service will ensure that your payment is received each month in a timely manner, providing that the draft is accepted by the financial institution, and would also save you mailing expenses We are pleased that you recently enrolled in our email notification service as this free service will allow you to monitor the timely receipt of your payments and information regarding your account As of the date of this letter, your loan is next due for the August 1, installment in the amount of $1,If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com Sincerely, [redacted] Consumer Compliance Enclosures Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Provident mailed a written response to me via USPS on 8/4/I received it THREE days later on 8/7/Yet, I mailed my June payment on 6/8, and they state it was not received for daysI mailed my July payment on June 29th, and they say it was not received for daysTwenty-five daysWhat I want to know is, and perhaps the Revdex.com can answer this, what government agencies monitor or have over site at their processing center? There is no way for me or any other consumer to know how the mailed payments are physically processed, or if it's done in a timely or efficient mannerIt is up to outside agencies to ensure consumers are protectedI do not care about having my late charges refundedI do care about my payments being handled in a responsible and efficient manner at their processing centerI hope that Provident or the Revdex.com will look into this Final Business Response / [redacted] (4000, 9, 2015/08/11) */ Provident Funding is responding to the rebuttal you filed with the Revdex.com, which seems to request a response from the Revdex.com instead of Provident Funding We can only reiterate that Provident Funding's policies and procedures require that all complete payments be processed as of the day they are received, that under no circumstances are such payments held for future day processing, and that our policy is to date-stamp all check payments upon receiptThis process it routinely audited by both internal and external measures and we are confident that we have consistently processed your check payments as of the day they are received In response to your additional concerns, I spoke with the head of Provident Funding's Payment Processing Department today and obtained confirmation that there were no unprocessed check payments at our payment processing facility as of the close of business on June 16, (the end of the June grace period) or July 17, (the end of the July grace period)This serves as further evidence that your June and July payments were not received by Provident Funding on the first of the month due date or within the grace periodIt remains the responsibility of the borrower to ensure payments are received in accordance with the terms of the Note to avoid the assessment of a late charge We have re-confirmed that the June and July late charges were properly assessed and we are once again unable to waive or refund these late charges As of the date of this letter, your loan is next due for the September 1, installment in the amount of $1,If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com Sincerely, [redacted] Consumer Compliance

Provident funding did not update my tax payment in the escrow from semi-annual to annual, and resulted in an interests/fine of $for late paymentI contacted Provident Funding to request a refund and Provident Funding was extremely slow in responding and after weeks and months of "investigation", they concluded that they would not do anythingIt is quite disappointing for a long time customer after that whole long process just to get an answer of the bank would not take any responsibilitiesNegative experience for sure

Initial Business Response / [redacted] (1000, 5, 2015/02/27) */ Provident Funding takes pride in the quality of the loans that we originate and we are proud of our good name and reputationFor your records, our representatives evaluate all mortgage loan applications solely on the documentation provided and in compliance with Provident Funding guidelines and all federal, state and local regulations to which we are subjectWhether or not a mortgage loan application is approved is dependent on obtaining all documentation necessary to make a final non-conditional approval, verifying that the applicant's financial resources and ability to repay conform to our guidelines, and ensuring that we are able to lend on a subject property Provident Funding has investigated the concerns outlined in your complaint and we have confirmed that based on the information you provided during your January 14, initial online application and the subsequent phone call you had with your Provident Funding Mortgage Consultant, [redacted] on January 16, 2015, which included and was not limited to you relaying that your property type was a PUD-Detached, a pre-approval was obtained and documentation was required from you in order to underwrite your mortgage loan application and verify that you qualified for the requested loan terms However, after your appraisal report was obtained on January 27, 2015, our representatives discovered that your property type was in fact a PUD-Attached rather than a PUD-Detached as you had relayed during the initial stages of your applicationOnce this important information was discovered, our representatives promptly requested a condominium project questionnaire from your Homeowners Association ("HOA")For your clarification, pursuant to Provident Funding guidelines, a completed condominium project questionnaire must be obtained when the subject property is a PUD-Attached and the questionnaire must evidence that a lender will not be responsible for more than six months delinquent HOA dues if or when the unit is acquired through foreclosure or deed-in-lieuWe agree with your statement that Florida statutes allow HOA's to collect more than six months unpaid HOA dues from a lender if a lender acquires a unit through foreclosure or deed-in-lieu, but we note that Florida statutes do not require mortgage lenders to approve mortgage loan applications in which a lender will be responsible for more than six months delinquent HOA dues if or when the unit is acquired through foreclosure or deed-in-lieu After your HOA completed the required condominium questionnaire, our representatives discovered that a lender would be responsible for more than six months unpaid HOA dues if the lender acquired a unit through foreclosure or deed-in-lieuOur representatives continued to work with your HOA to determine if the questionnaire had been completed inaccurately, but it was confirmed that your subject property was ineligible for financing, based on the information provided by your HOA, and your mortgage loan application was subsequently denied Our loan denial is based solely on this reason and is not a reflection in any way on your personal creditworthinessAdditionally, our loan denial was not and will not be reported to any credit agencies and will not affect your credit score in any way Please be advised that had you relayed the accurate property type (PUD-Attached) to your Mortgage Consultant during the initial stages of your application process, in accordance with our standard procedures, the requirements concerning the PUD Questionnaire and the additional conditions associated with PUD Questionnaires would have been explained, and you would have been provided the option of obtaining a completed PUD Questionnaire prior to locking your rate and prior to submitting the funds for your appraisal report depositHowever, as outlined earlier in this letter, you relayed that your property type was a PUD-Detached, which in accordance with our lending guidelines is a property type that doesn't require a PUD Questionnaire to be completed Our records reflect that you were properly notified that the appraisal fee would not be refunded if your mortgage loan application was not approved; please review the enclosed copy of the Appraisal Deposit Agreement disclosure that was emailed to you on January 16, Additionally, Provident Funding has confirmed that you acknowledged and agreed to our appraisal deposit refund policy on January 18, when you submitted your $appraisal deposit online; prior to an applicant successfully submitting their deposit online, they must acknowledge our appraisal deposit refund policyI also bring your attention to the enclosed copy of the Appraisal Deposit Agreement disclosure that you executed and agreed to on January 20, In accordance with our appraisal deposit refund policy, $was electronically refunded to you on February 19, 2015; this refund represented the difference between your $appraisal deposit and the $appraisal feeThe appraiser provided a competent and complete report, and deserves to be compensated for the work performedWhile we are sorry that we were not able to meet your mortgage needs, we are unable to grant your request for a refund the $appraisal fee Provident Funding is confident that this mortgage loan application was processed in compliance with all federal, state and local regulations to which we are subject, and that it was properly denied on February 18, due to your subject property being ineligible for financingProvident Funding denies any and all allegations of wrongdoing on its part in connection with your loan application If you would like to have your appraisal report transferred to another lender to utilize in a new mortgage loan application, please notify me using the contact information below as we would be happy to work with your new lender to do soYou may contact me by phone at (XXX) XXX-XXXX or via e-mail at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I specifically told [redacted] that my house was attached, he asked me what the name of the HOA was and the management company name and I gave it to himThere is nowhere in the initial application where it asks if the unit is PUD-attached If you agree with my point about the Florida statute then it would be ridiculous for a HOA to request less money when going into foreclosureWould you? They want to get as much money back as they canIf Provident Funding doesn't see this, they should stop trying to provide loans in Florida, at least loans to homes with HOAs The whole way this company works is unethicalThe first thing they want is for you to put the deposit down(within days), so you don't go running somewhere else when you realize how shady they areThey don't care about PUD-attached or anything else until you are trapped with themThen, they drop the hammer and you go crazy waiting until the last day wondering if your loan is going to close It would have been a lot easier and I wouldn't have lost $450, if all this was done initially and then require an appraisalBut then Provident Funding wouldn't have you where they want you Final Business Response / [redacted] (4000, 9, 2015/03/24) */ Provident Funding is responding to the rebuttal you filed with the Revdex.com In an effort to resolve this matter your additional concerns were relayed to Senior Management and while we remain confident that this mortgage loan application was properly processed in compliance with all federal, state and local regulations to which we are subject, as a gesture of good faith and in consideration of the information you provided in your rebuttal, we were able to obtain approval to refund the $appraisal feeA check in the amount of $will be sent to you under separate cover shortlyPlease be advised that our $reimbursement is not to be construed as an admission of liability on our part If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com Sincerely, [redacted] Consumer Compliance

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Provident Funding is responding to the complaint you filed with the Revdex.com Please review the enclosed copy of the letter that was sent to you on July 7, in response to the complaint you filed with the California Department of Business OversightWe have re-confirmed that check #XXXX was received at our payment processing facility on May 26, and that we did not successfully receive your October 1, installment until you completed a one-time online payment through our website on October 23, As we did not successfully receive a payment by the first of the month due date or within the grace period, a late charge in the amount of $was properly assessed and we are unable to accommodate your request to waive the late charge If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com Sincerely, [redacted] Consumer Compliance Enclosure

Initial Business Response / [redacted] (1000, 17, 2015/06/18) */ Provident Funding is responding to the complaint you filed with the Revdex.comIt should be noted that we have no record of receiving the complaint prior to receiving it on June 8, We cannot agree with your assertions that your loan was incorrectly referred to foreclosure or that your loan payoff amount was incorrectTo begin with, I must bring your attention to the enclosed copy of the Unemployment Forbearance Approval Letter that was sent to you on July 31, which notified you that you were approved for an unemployment forbearance effective September 1, through February 28, 2015, and that you were required to bring your loan current no later than February 28, and if you failed to do so your loan may be referred to foreclosure The history of your loan reflects that you spoke with your Single Point of Contact ("SPOC"), William Sinopoli, on January 27, and indicated that you would not be able to sell the home in the immediate futureYour SPOC subsequently emailed an assistance package to you and encouraged you to return a completed package so that we could review your loan for additional home retention optionsWe received a completed assistance package on February 17, and our representatives took steps to ensure that your loan was not referred to foreclosure while we reviewed your loan for all available loss mitigation optionsHowever, after you notified your SPOC that the subject property was set to be sold on April 30, and that you would be paying the loan off in full, it was determined that you were not currently eligible for loss mitigation assistanceA copy of the denial letter that was sent to you on March 13, is enclosed for your records Since your loan was seriously delinquent and you were not currently eligible for additional loss mitigation assistance, as required by investor guidelines, your loan was referred to foreclosure on April 8, We have no record of any of our representatives providing inaccurate information to youConversely, our records reflect that your SPOC spoke with you on March 20, and explained the foreclosure timelineAdditionally, your SPOC emailed you on April 13, to clarify that you could apply for a temporary forbearance once you had the finalized purchase agreement, HUD-Settlement Statement, and proof of the buyer's fundsWe have no record of receiving the referenced documents or you applying for an additional temporary forbearance I must bring your attention to the enclosed copy of the Deed of Trust that you executed at the origination of this loan, specifically, Section which states: Lender may charge Borrower fees for services performed in connection with Borrower's default, for the purpose of protecting Lender's interest in the Property and rights under this Security Instrument, including, but not limited to, attorney's fees, property inspection and valuation fees In response to your concerns, we have verified that the corporate advance amount listed on your final payoff is accurateAdditionally, we have re-confirmed that your loan was properly referred to foreclosureTaking all this into consideration, we are unable to grant your request for reimbursement If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @provident.com Sincerely, [redacted] Consumer Compliance Enclosures Initial Consumer Rebuttal / [redacted] (4200, 24, 2015/07/30) */ Hello My name is [redacted] ***I sent you an appeal statement in early JulyMay I ask what I should expect next?is there any deadline to receive a response of Provident Funding? Please send me some advice on appealing process Thank you very much, [redacted] Final Consumer Response / [redacted] (3000, 25, 2015/07/30) */ Hello My name is [redacted] ***I sent you an appeal statement in early JulyMay I ask what I should expect next?is there any deadline to receive a response of Provident Funding? Please send me some advice on appealing process Thank you very much, [redacted] Final Business Response / [redacted] (4000, 27, 2015/07/31) */ Provident Funding is responding to the rebuttal you filed with the Revdex.com, which seems to request a response from the Revdex.com instead of Provident Funding While we have not been provided with any new or materially different information for our review, we have reconfirmed this mortgage loan was properly referred to our Foreclosure Department and the corporate advance amount listed on your final payoff was accurateThis mortgage loan was paid in full on May 1, 2015, and we are once again unable to grant your request for reimbursement You may contact me by phone at (XXX) XXX-XXXX or via e-mail at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Provident Funding is responding to the complaint you filed with the Revdex.com We apologize for any confusion you may have experienced in relation to this matterWe have investigated your concerns and we did find some discrepancies in the information that was being reported to the credit bureausOur Credit Reporting Department submitted a correction to the credit bureaus to ensure that loan #XXXXXXXXXX is being accurately reported as transferred internally in May with a $balance due; a copy of that submission is enclosed for your reference With that being said, we have confirmed that we are accurately reporting the payment history for loan #XXXXXXXXXX as we did not receive your May to May payments within the same month they were due; a complete payment history has been enclosed for your recordsNo further information will be reported to the credit bureaus for loan #XXXXXXXXXX As you know, you and [redacted] executed a new Promissory Note as part of the short sale that was completed in May and, since this account is an unsecured debt, we assigned it a new account number (account #XXXXXXXXXX)Your account is next due for the December 1, installment in the amount of $ I may be reached by telephone at (XXX) XXX-XXXX or via e-mail at [redacted] @provident.com if you have any further questions Sincerely, [redacted] Consumer Compliance Enclosures

Initial Business Response /* (1000, 5, 2015/04/08) */
Provident Funding is responding to the complaint you filed with the Revdex.com
Thank you for taking the time to speak with me todayAs discussed during our phone conversation, the two companies referenced in your
complaint, Equity Plus and Mortgage Protection Services, are in no way affiliated with Provident Funding nor have we disclosed or shared any of your personal information with them or any other non-authorized third partyRest assured that your account reflects your decision to opt out of certain sharing and we are confident that your private information will continue to remain secure
With that being said, because some mortgage documents, like your Deed of Trust, are public record and easily obtainable you may receive solicitations from outside third party companiesIf you ever receive correspondence and are unsure if it was sent or authorized by Provident Funding please give me a call and I would be happy to investigate and verify the correspondence
I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance
Initial Consumer Rebuttal /* (2000, 7, 2015/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I would like to remove my complaint against ProvidentI don't want to just close the complaint but rather remove thisThis complaint should not count against Provident even as a closed complaintWhen I opened the complaint I was certain that Provident had sold my information which I had requested that they not doThe companies that solicited me made it look like they had received their information from ProvidentIn fact now, after reading the disclaimer at the bottom of each of these letters I have received, it is clear that they did not get the information from ProvidentAs Provident is the victim here of unscrupulous companies that are trying to make it look like they are affiliated with Provident to gain my businessPlease remove this complaint against ProvidentI apologize to Providence for any inconvenienceThank you ***

Initial Business Response /* (1000, 5, 2015/04/15) */
Provident Funding is responding to the complaint you filed with the Revdex.com
Firstly, I would like to assure you that we strive to provide the best possible service to all of our valued customersThat being said, we do
adhere very strictly to a policy of waiving late charges only when we have made an errorDue to a high scrutiny banks and lenders face, we are left with no latitude to make exceptions and we want to ensure we have a fair application of policy relating to waiving of late charges
Secondly, I must bring to your attention to the fact that Provident Funding's policies and procedures require that all check payments are date-stamp upon receipt, that all complete payments be processed as of the day they are received, and that under no circumstances are such payments held for future day processing
We have investigated this matter and have confirmed that your March 1, installment was not received until check #*** was successfully received at our payment processing facility on March 17, Please review the enclosed payment history and the enclosed copy of the date-stamped payment processing record for check #***, both of which reflect that the referenced check was received at our payment processing facility on March 17,
According to the terms of the enclosed copy of the Promissory Note that you and your wife executed at the closing of this loan, payments are due on the 1st of the monthIf a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessedIt is the responsibility of the borrowers to ensure payments are received in accordance with the terms of the Note on the 1st of the month and within the grace period to avoid the assessment of a late charge
As we did not successfully receive a payment for your March 1, installment by the first of the month due date or within the grace period, a late charge in the amount of $83.60, which was paid on March 24, 2015, was properly assessedWe are, therefore, unable to accommodate your request to refund this charge
In regards to our free e-mail payment notification service which you enrolled in on March 23, 2015, we understand that not all of our customers find this service one to which they want to subscribe, therefore, our customers are only enrolled in this service after they indicate they would like to beI bring your attention to the enclosed copy of the e-mail we sent to you on January 9, which outlined our e-mail notification service and provided clarification on how to enroll in itWe are pleased that you have chosen enrolled in this free service as it will allow you to monitor the timely receipt of your payments and information regarding your account
To avoid any potential mailing delays, we would like to recommend our payment drafting service, which is available at no costThis option, which would automatically draft your payments from a designated bank account on the fifth day of each month, is explained in more detail on our website, www.provident.com, where you can also enroll if you chooseEnrollment in this service would ensure that your payment is received each month in a timely manner, providing that the draft is accepted by the financial institution, and would also save you mailing expenses
For your records, since your March 1, installment was successfully received within the same month it was due, no day late has been or will be reported to the credit bureaus and this matter will not negatively affect your credit score
As of this date, your loan is next due for the May 1, installment in the amount of $2,If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com
Sincerely,
***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/22) */
Hi ***
I was contacted by *** ***
Representing the subject company, however calling me with an ID with all zeros! After a Speaking briefly I was instructed to cancel the complaint because he said it may be in errorAfter
researching what was given to me in the beginning both of these companies look very close associatedI have a second following this one with the information I am speaking of
Begin forwarded message:
From: *** ***
Date: July 20, at 2:39:PM CDT
To: "***@gmail.com"
Subject: Revdex.com Complaint
Good afternoon, Mr***
Thank you for taking the time to speak with me earlierAs discussed during our phone conversation, Provident Funding Associates, L.Pdoes not originate personal loans and we do not have any employees by the names listed in your Revdex.com complaint, so your complaint has been sent to the incorrect companyI've attached a copy of your Revdex.com complaint for your referencePlease e-mail me copies of the correspondence (e-mails, letters, etc.) you have received in relation to the personal loan outlined in your Revdex.com complaint, and please withdraw your Revdex.com complaint against Provident Funding Associates, L.Por request that the Revdex.com re-route it to the correct companyI can be contacted by phone at (XXX) XXX-XXXXThank you again, Mr***
*** ***
Consumer Compliance Lead
Provident Funding(r)
The Mortgage Price Leader
*** XXXXX
XXX-XXX-XXXX / *** (fax)
***@provident.com
Initial Consumer Rebuttal /* (3000, 6, 2015/07/22) */
Hi***
I was contacted by *** ***
Representing the subject company, however calling me with an ID with all zeros! After a Speaking briefly I was instructed to cancel the complaint because he said it may be in errorAfter researching what was given to me in the beginning both of these companies look very close associatedI have a second following this one with the information I am speaking of
Begin forwarded message:
From: *** ***
Date: July 20, at 2:39:PM CDT
To: "***@gmail.com"
Subject: Revdex.com Complaint
Good afternoon, Mr***
Thank you for taking the time to speak with me earlierAs discussed during our phone conversation, Provident Funding Associates, L.Pdoes not originate personal loans and we do not have any employees by the names listed in your Revdex.com complaint, so your complaint has been sent to the incorrect companyI've attached a copy of your Revdex.com complaint for your referencePlease e-mail me copies of the correspondence (e-mails, letters, etc.) you have received in relation to the personal loan outlined in your Revdex.com complaint, and please withdraw your Revdex.com complaint against Provident Funding Associates, L.Por request that the Revdex.com re-route it to the correct companyI can be contacted by phone at (XXX) XXX-XXXXThank you again, Mr***
*** ***
Consumer Compliance Lead
Provident Funding(r)
The Mortgage Price Leader
*** XXXXX
XXX-XXX-XXXX / *** (fax)
***@provident.com
Final Business Response /* (4000, 9, 2015/07/23) */
Mr***' complaint is not in relation to Provident Funding Associates, L.PProvident Funding Associates, L.Pdoes not originate personal loans, we do not have any employees by the names listed in Mr***' complaint, and we are not affiliated with Provident Funding Incor PF Loan CorporationPlease remove this complaint from our recordsThank you
*** ***
Consumer Compliance
Provident Funding
(XXX) XXX-XXXX
Final Consumer Response /* (4200, 19, 2015/08/05) */
Hi ***
The company hasn't addressed anythingThey gave me unreachable informationI was attempting cooperate with Mr*** ***I hope you didn't base the decision on a typo in my response...This is why I sent you an email copy of my responseI was trying to thorough as possible

Initial Business Response /* (1000, 5, 2015/12/03) */
Provident Funding is responding to the complaint you filed with the Revdex.com
Firstly, I would like to assure you that we strive to provide the best possible service to all of our valued customersThat being said, we are
required by law to accurately report our customers' payment histories to the credit bureaus and we do adhere very strictly to a policy of correcting delinquent credit reporting only when we have made an errorDue to a high level of scrutiny banks, lenders and servicers face, we are left with no latitude to make exceptions and we want to ensure we have a fair application of policy relating to correcting delinquent credit reporting
We have investigated this matter and have confirmed that your August 1, installment was not received until you successfully completed a one-time online payment through our website on September 16, Please review the enclosed payment history which reflects the date your August 1, installment was received
Please also review the enclosed copy of the Annual Escrow Account Disclosure Statement that was mailed to you on May 13, which notified you that, based on your most recent hazard insurance and property tax information, your total monthly payment had been updated to $2,beginning with your July 1, installmentOur records reflect that a third party electronic billpayment in the amount of $2,was received on July 10, and, although that payment was less than the total amount due, the payment was accepted as short and a letter was mailed to you alerting you that the payment had been accepted even though it was less than the full amount due and that if your next payment is not in the full amount the payment will not be accepted and will be returned to you; a copy of our July 10, letter has been enclosed for your records
We bring your attention to Section of the enclosed copy of the Deed of Trust you executed at the closing of this loan which states:
Lender may return any payment or partial payment if the payment or partial payments are insufficient to bring the loan current
Another electronic bill payment in the amount of $2,was received on August 10, and, in accordance with the terms of Section of the Deed of Trust, the payment was returned because it was insufficient to bring your loan currentA letter was mailed to you on August 10, notifying you that we were unable to accept your short payment; a copy of our August 10, letter has been enclosed for your recordsFor your clarification, standard collection calls were initiated on August 18, and continued until we successfully spoke with you on September 14, In order to protect borrowers' privacy, we are unable to leave detailed voice messages about your account and are limited in the information that we can provide over the phone without you returning our phone calls and speaking to a representative
As reflected on the enclosed payment history, your August 1, installment was not successfully received until you successfully completed a one-time online payment through our website on September 16, As we did not receive your August payment within the same month it was due, we are accurately reporting your August payment to the credit bureaus as days late, and we are unable to change that reporting
Please be advised that an annual escrow analysis is scheduled to be performed on your loan in May of each year, and that your total monthly payment is scheduled to be updated in July of each year
To prevent any future payment issues such as this one, we would like to recommend our payment drafting service, which is available at no costThis option, which would automatically draft your payments from a designated bank account on the fifth day of each month, is explained in more detail on our website, www.provident.com, where you can also enroll if you chooseEnrollment in this service will ensure that your payment is received each month in a timely manner, providing that the draft is accepted by the financial institution, and would automatically adjust if your monthly payment is updated
We would also like to recommend our email notification service, as this no cost service would allow you to monitor the timely receipt of your payments and information regarding your accountYou may enroll in this service through our website or by calling me at the number listed below
As of the date of this letter, your loan is currently due for the December 1, installment in the amount of $2,I may be contacted by telephone at XXX-XXX-XXXX or via email at ***@provident.com if you have any further questions
Sincerely,
***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the detailed response ***I'm glad you pointed me to the fine print buried in the tens of documents a borrower is required to initial at the time of closingNote that the very next line says "The lender may accept any payment or partial payment ...."In other words, a partial payment is up to the discretion of the lender (accept or not as it feels free)Also note that the partial payment made for August and September still covered the principal and interest and fell short only of escrow by $due to the change in escrow amountSo it was completely in Provident's power to accept the principal and interest, and call just my escrow short
Further, you state that collection calls cannot leave detailed voice messagesI'd like to remind you that the voice messages you left on September 13th/14th were detailed enough to indicate that there was a problem with paymentsAll messages up to that point were marketing messages with information on why I should call backIt doesn't take much detail to indicate there is a problem with payments (as evidenced by your calls on Sep 13th, 14th which led to immediate action and remediation)
I am not a lawyer, but in consultation with friends who are mortgage brokers, I understand that as long as principal and interest payments are being made in full, a mortgage loan cannot be called delinquentThe rejection of the payment is what led to Provident not receiving even the P+IThat said, I have paid the late fees and the account is currentMy only ask at this point is that the damaging information be removed from my credit history
Please confirm
Final Business Response /* (4000, 9, 2015/12/10) */
Provident Funding is responding to the rebuttal you submitted to the Revdex.com
While we are sorry to see that you found our previous correspondence to be insufficient, we must once again bring your attention to Annual Escrow Account Disclosure Statement that was mailed to you on May 13, which notified you that your total monthly payment had been updated to
$2,beginning with your July 1, installment, and our July 10, letter which alerted you that we accepted your July installment as short but if your next payment is not in the full amount the payment will not be accepted and will be returned to youIt should be noted that your full monthly mortgage payment includes principal, interest, and escrow, and that we must receive a payment sufficient to cover all three portions of your monthly payment
Although we properly notified you that your monthly payment had been updated and reminded you that anything less than a full monthly payment may be returned to you, we received a payment that was less than the amount due and, in accordance with the loan documents you executed at the closing of this loan and our standard short payment procedures, the August 10, short payment was returned to youWe must once again note that our standard collection calls were intended to have you contact us and speak with a representative; we regret if you chose to disregard those phone calls
We have re-confirmed that we did not receive a sufficient payment for your August 1, installment until you successfully completed a one-time online payment through our website on September 16, We are, therefore, accurately reporting your August payment to the credit bureaus as days late and we are unable to change that reporting
As of the date of this letter, your loan is next due for the January 1, installment in the amount of $2,I may be contacted by telephone at XXX-XXX-XXXX or via email at ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance
Final Consumer Response /* (4200, 11, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still a little unsure of why Provident would reject payments outright instead of applying the partial amount and collecting late fees + interest on the remainderThat's what all credit card companies and other lenders do
This appears to be a Provident system + policies limitation that borrowers are being penalized for
The marketing-like voice messages didn't help either, but fundamentally you rejected perfectly good principal+interest payments
If I hadn't made payments, I would understand you reporting this to the credit bureaus, but Provident rejected the payments and then reported this issue, which is completely nonsensical

Initial Business Response /* (1000, 5, 2014/05/13) */
I have been asked to respond to the complaint you filed with the Revdex.com
Our records reflect that check #XXXXin the amount of $36,638.23, which represented the remaining homeowners insurance claim funds Provident
Funding was holding on your behalf, cleared our bank on May 6, 2014, and that your wife contacted us on May 6, to confirm you had received that checkIt is our understanding that this matter has been resolved
I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance

Initial Business Response /* (1000, 5, 2015/07/14) */
To begin with, I must bring your attention to the enclosed copy of the payoff statement that you ordered on June 16, which notified you that any checks received that are not certified or a money order *** be returned, and interest
*** continue to accrue until certified funds are receivedIn accordance with our standard procedures, a payment equal to or greater than the remaining principal balance is treated as a payment that is meant to pay the loan off
The history of your loan reflects that we received a personal check in the amount of $12,on June 19, and that, at the time of receipt, the total unpaid principal balance on the account was $12,In accordance with our standard procedures, the non-certified funds were returned to you that same day along with a letter reminding you that payoff funds must be in the form of a certified payment; a copy of our June 19, Returned Check letter is enclosed for your referenceAdditionally, our records reflect that you spoke with one of our Customer Service Representatives on June 25, and that our representative once again clarified that a wire, money order or certified funds is required in order to payoff your loan
Despite our efforts to clarify our payoff procedures, we subsequently received another personal check in the amount of $12,on June 29, In accordance with the payment instructions you provided on the coupon, $2,was applied to your July 1, installment; however, since the remaining funds in the amount of $10,were intended for additional principal and your unpaid principal balance at the time was $10,409.53, the non-certified funds were placed in your unapplied account and were promptly returned to you on June 30, via check #XXXXXXXIt should be noted that at no time did we accept these funds as a payoff for your loanWhile check #XXXXXXX was properly mailed to the most current mailing address you provided, please contact me using the information at the bottom of this letter if you would like us to reissue a new check and mail it to a different address
Please review the enclosed payment history which reflects that we received your most recent payment in the amount of $10,on July 6, As of the date of this letter, your account currently has an unpaid principal balance of $As we have not yet received certified funds to pay the loan in-full, your loan remains active and interest continues to accruePlease obtain a new payoff statement, which *** include the full payoff amount and instructions for the submitting certified funds, and ensure that we receive sufficient certified funds prior to August 17, to avoid the assessment of a late charge
If you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com
Sincerely,
***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
July
***
Provident Funding
Consumer Compliance
Mr***:
The first check was my oversight, and wasn't "certified"I included a payment coupon however, and you did not apply any of the funds to my monthly payment, opting to refuse all payment and warn me of a late fee if another check was not received by July 15th
I was not in a position then, nor am I now in position to obtain a "certified" check, so I sent in the second payment to include extra principle to bring my balance to zero so that I would not accumulate any further interest dueWhile it may be your "standard procedures" to equate a principle payment equal to or greater than the balance the same as a "payoff", I don't recall reading that anywhere in the loan documentationI believe a loan payoff involves more than just the payment of principle, for example recording fees etcI made it clear with my second check that this check was NOT TO BE USED AS A PAYOFF, only an early principle paymentAt this point I was only interested in stopping accumulation of interest
That second check from me was accepted and cashed by Provident Funding, and those funds disappeared from my bank accountThat money is still in Provident's possessionI have no reason to believe Provident didn't mail a refund to me, but I do not have that checkIn the meantime, the money remains in Provident's possession, (withdrawn from my bank account), and Provident is requiring me to continue to pay interest on that money, WHICH IS IN PROVIDENT'S BANK ACCOUNT
I am aware of your requirement for a "certified" checkSimply telling me what your procedures are do not make those procedures fair or justAccepting money from me, and depositing it in your bank account, and continuing to charge me interest on that money is not fair nor just
The crazy part of this is that the reason for requesting a "certified" check is to ensure that the funds are there and availableProvident is proposing to remove the funds from their account, send them back to me, so that I can then get a "certified" check, so that I can send the money back to ProvidentA "certified" check *** never be as secure as actually having possession of that money, which of course Provident already has!
Confronted with the fact that Provident is continuing to charge me interest on the money currently in their bank account, I sent in a third check, $less than the principle owed to finally stop the interest accumulationThat basically amounts to a loan from me to Provident at zero interest
As to the loan payoff, I told the Provident representative that I would be happy to take care of that in August or September, when I return from vacation and have time and access to obtaining a "certified" checkIn the meantime:
First, I want to be credited with a zero (or $1.00) balance for the purposes of interest calculation, from the date Provident cashed my second (not third) check
Secondly, I am on the road until mid September, and *** not be able to retrieve the checkCurrently, I don't have a good solution for the return of that money, but I fully expect it to be refunded at some pointI found your representative's suggestion that I cancel the second check in an attempt to retrieve those funds quite unethical, and to me insultingThat is not how I conduct business
Lastly, I am well aware that I am subject to interest charges on the unpaid balance of $($0.0041/mo)Threatening me with that along with possible late fees is simply counter productive
Sincerely,
*** ***
Final Business Response /* (4000, 9, 2015/08/04) */
Provident Funding is responding to the rebuttal you filed with the Revdex.com
While we apologize if you found our previous correspondence to be insufficient, I must point out that we are required to service your loan in accordance with the loan documents you executed at the closing of this loan and our standard proceduresWe must reiterate that, in accordance with our standard procedures, a payment equal to or greater than the remaining principal balance is treated as a payment that is meant to pay the loan off, and that payoff funds must be in the form of a wire, money order or other certified funds
We have re-confirmed that your June 29, personal check payment was properly processed and that, after applying funds to satisfy your July 1, installment, the remaining uncertified funds in the amount of $10,were properly returned to you on June 30, via check #XXXXXXXAs part of our ongoing effort to provide you with a superior servicing experience and after you notified our representative that you would not be at your mailing address for some time, our representative relayed that we could stop check #XXXXXXX and reissue a new check to an updated mailing addressRest assured that it was not our intent to insult you and that our intention was to assist you in receiving the returned funds as quickly as possible
It should be noted that we are required to post all sufficient payments as of the day they are receivedPlease review the previously provided payment history which reflects that we received your most recent payment in the amount of $10,on July 6, We are unable to change the posting information for this payment
As of the date of this letter, your account currently has an unpaid principal balance of $and we have not yet received certified funds to pay the loan in-fullWe must receive sufficient certified funds prior to August 17, to avoid the assessment of a late chargeIf you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com
Sincerely,
***
Consumer Compliance
Final Consumer Response /* (4200, 17, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
August
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Provident Funding
Consumer Compliance
Mr***:
I find the response from Provident Funding unsatisfactory, this is becoming a "circular" argument
The loan with Provident Funding included the ability for me to pay outstanding principle early with no penaltyI don't recall that this provision is applied to all principle other than the last ***A "loan payoff" usually involves additional fees, such as recording fees, and involves the transfer of title from Provident Funding to the purchaser of the houseMy second payment in June specifically included the request that this not be a "loan payoff", but simply an early payment of principle
My argument is simple, once Provident Funding accepted, and cashed my check, the money became theirsIt was removed from my bank account and went into Provident Funding's bank accountAt that point, all interest charges related to that principle payment should stopProvident Funding's policy however, continued to charge me interest on that money, which they held in their bank, and subjected me to liability for late fees on future payments relating to that principleThat policy is flawed and unethicalLenders of money under a loan that contains no pre payment penalty, cannot choose to send money back and continue to charge interest
Further, simply cutting a check and mailing it to me isn't the same as me taking possession of that moneyFor example, it I mailed a check to Provident Funding, but it got lost in the mail, Provident Funding certainly would not provide me the same courtesyThat is, they certainly would not credit me the payment simply because I mailed itIt must reach their bank, or I would be subject to continued interest and penaltiesThat check for the $10,hasn't reached my bank yet as of the writing of this email, that $10,is still in Provident Funding's bank account
Provident Funding continues to justify their actions simply by saying that is their "policy", or that is their "standard procedure"They provide no justification of that policy or procedureFurther, there has been no acknowledgement of let alone any accommodation towards the unfairness of this policy other than to offer to mail the check to another addressThis is what triggered my complaint to the Revdex.com
The policy fix on their part is quite simpleWhen a principle and interest payment is received that brings the principle owed to less than a monthly payment (including $0), then a letter is sent informing the borrower of the process for closing the loanIf Provident Funding finds it necessary to retain $on the balance for whatever reason, an attempt should be made to contact the borrower, and ask what they would like done with the funds provided in excessRegardless, the principle for the purposes of interest accrue should be credited by the full amountTitle to the property need not be released until all provisions of "loan closing" are satisfied
I do not set policy at Provident Funding howeverI am simply asking that my balance for the purposes of interest calculation reflect the payment I made, and Provident accepted, in late JuneI am asking that the "no pre-payment penalty" provision of the loan be honored
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Initial Business Response /* (1000, 5, 2014/11/21) */
Provident Funding is responding to the complaint you filed with the Revdex.com
We apologize for the unexpected and unusual amount of time it took NexBank to board your loan to our servicing system, for the confusion and
inconvenience you experienced in relation to this matter and for an inspection fee being automatically assessed to your account
Please review the enclosed payment history which reflects that the $inspection fee has been waived and that there are no outstanding fees on your accountWe have confirmed you were not responsible for any charges in relation to this matter
At this time, your loan is next due for the December 1, installment in the amount of $2,We are pleased that you have signed up for our free automatic monthly payments; an automated payment in the amount of $2,is currently scheduled to be drafted from your designated bank account on December 5, I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance
Enclosure
Initial Consumer Rebuttal /* (2000, 7, 2014/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm not satisfied how the company handled this issue, as it took far too much time and difficulty to resolve an issue that was theirsProvident claims the delay in receiving my loan transfer was the fault of Nextbank - it in fact was not the fault of Nexbank, it was the fault of Provident as they lost my loan, according to the information I receivedThey are trying to avoid full responsibilityFinally, regardless of the fault, the fact they dug in their heels so deeply over a $inspection fee is maddening to all partiesI can guarantee that the cost they incurred dealing with this issue was far higher than $Poor business practices and their total arrogance and indifference to their so called customer (me) is more than off-putting