Provident Funding

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
***
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
*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Provident Funding is responding to the complaint you filed with the Revdex.com
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 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
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 August 21, 2015; a copy of your payment confirmation email and payment history, which accurately reflects the date your August 1, installment was received, has been enclosed for your referenceIt should be noted that we have no record of you successfully completing an online payment, providing you with a confirmation email or confirmation number, or experiencing website functionality issues on August 13,
According to the terms of the enclosed copy 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 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 August 1, installment by the first of the month due date or within the grace period, a late charge in the amount of $73.55, which was paid on August 21, 2015, was properly assessedWe are, therefore, unable to accommodate your request to refund the late charge
While we do not make phone calls prior to the expiration of the grace period reminding borrowers that their installment is outstanding, we do offer multiple services which allow borrowers to monitor their account and the receipt of their paymentsTo that end, we encourage you to continue to utilize our no cost email notification service which, among other things, provides you with a payment receipt each time we receive a payment for your loan
To avoid any future payment issues 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
For your records, since your August 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
As of the date of this letter, your loan is currently 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 ***@provident.com
Sincerely,
*** ***
Consumer Compliance
Enclosures

Initial Business Response /* (1000, 5, 2014/04/25) */
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 level of 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 the waiving of late charges
We have researched this matter and have confirmed that your April 1, installment was not successfully received until you submitted a one-time online payment through our website on April 18, Please review the enclosed payment history which reflects the date your April 1, installment was received
As part of our research, we have also confirmed that you have been enrolled in our email notification service since September 6, 2012, and that email payment notifications have been sent to you since the receipt of your September paymentA copy of the April 18, email payment notification that we sent to you after receipt of your April 1, installment is enclosed
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 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 successfully 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 April 1, installment on the 1st of the month due date or within the grace period, a late charge in the amount of $was properly assessedWe are therefore unable to accommodate your request to reimburse the late charge that you paid on April 18,
For your records, as your April 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
We encourage you to continue to utilize our email payment notification service, as this free service will allow you to monitor the timely receipt of your payments and information regarding your 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, www.provident.com, 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
As of this date, the next payment due on your loan is the June 1, installment in the amount of $4,You may reach me by phone at XXX-XXX-XXXX or via e-mail at ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance

Very professional and on top of everything *** and *** did a great job They even found mistakes by the title company and seller's realtor Very Satisfied This was our second time using them

Initial Business Response /* (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 *** 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 *** 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 /* (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 /* (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 /* (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 *** and *** 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,

Initial Business Response /* (1000, 5, 2015/04/01) */
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, we cannot agree with your assertions that Provident Funding failed to notify you of any updates to your monthly payment amount, or that an update in your escrow payment resulted in your March check payment being returnedAs you know, your escrow account is analyzed on a yearly basis in order to ensure that sufficient escrow funds are collected each month and an Annual Escrow Account Disclosure Statement is sent to you alerting you of any updates to your monthly payment amountPlease review the enclosed copy of the Annual Escrow Account Disclosure Statement was sent to you on January 29, which notified you that your monthly mortgage payments had been updated from $3,to $3,effective with your March 1, installment and the enclosed copy of the Annual Escrow Account Disclosure Statement was sent to you on February 11, which notified you that your monthly mortgage payments had been updated from $3,to $3,effective with your April 1, installment
To further clarify, the amount due for your monthly mortgage payments did not change between your March 1, installment and your March 1, installment
Although your monthly payment amount did not change during the referenced period, our records reflect that we have been receiving varying amounts each month from your chosen 3rd party payment serviceWhile we have generally received your payments in a timely manner and in an acceptable amount, our records reflect that we received check #XXXX113, in the amount of $3,047.37, on February 11, Although check #XXXXwas less than the total amount due, in accordance with our standard procedures the check was accepted and a letter was mailed to you on February 11, reminding you that your current monthly mortgage payment was $3,and that if your next payment was not received in full it would be rejected and returned to youA copy of our February 11, letter and a copy of check #XXXXis enclosed for your records
We subsequently received a third party check payment, check #XXXX035, in the amount of $3,on March 18, 2015, and in accordance with the enclosed copy of Section of the Deed of Trust that you and your wife executed at the closing of this loan, the check was rejected and returned to you that same dayA copy of our March 18, returned check letter and a copy of check #XXXXis enclosed for your records
It should be noted that check #XXXXwas received two days after the expiration of the grace period; consequently, even if the funds were sufficient and payment was accepted, a late charge would still have been assessed on your account
We have investigated this matter and have confirmed that your March 1, installment was not received until you successfully completed a one-time online payment on March 30, Please review the enclosed payment history which reflects the date your March 1, installment was received
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 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 first of the month due date or within the grace period, a late charge in the amount of $112.00, which was paid on March 30, 2015, was properly assessedWe are, therefore, unable to accommodate your request to refund this charge
It is our understanding that 3rd party payment services may charge a fee to utilize their services and we wanted to make sure that you were aware that that you can achieve similar interest savings by utilizing one of our no-cost alternative payment options, such as our automatic payment drafting service or our one-time online paymentsBy utilizing one of these services, which are explained in more detail on our website, www.provident.com, where you can also enroll if you choose, you would ensure that your payment is received each month in a timely manner, providing that the draft is accepted by the financial institution
We would like to recommend that you enroll in our no-cost email payment notification service as this service would allow you to monitor the timely receipt of your payments and would allow us send you important information regarding your account via emailYou may enroll in this option through your online account or by calling me using the information at the bottom of this letter
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 the date of this letter, your loan is next due for the April 1, installment in the amount of $3,333.29; please ensure that we receive a complete payment prior to the close of business on April 16, to avoid the assessment of a late chargeIf you have any further questions I may be reached by phone at XXX-XXX-XXXX or via email at ***@provident.com
Sincerely,
*** ***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anyone who researches complaints on Provident Fundings now understand the low customer relationship by their responseThis company has no respect and willing to work with their customers no matter how long their track record is with no issues over several years
I am a bigger person and know that Provident Funding will always have you by the loan which my focus is to make aware to customers that this company is not a friendly loan company with customer service as a priority in its business model
You can state that I have been notified me on my escrow adjustment but there is no evidence from your company and IYour company did not send any confirmation postal mail to notify me so just saying we put it in the mail as acceptable method to notify someone is not sufficient because the receiving party may not receive this mail unless it is signature confirmed
Therefore as you pointed out that my payment status is up to date and your unwilling for grace due to minor issue of ~$short and tacking on a $late fee is your way of business
Thank you for sharing to anyone how Provident Funding does business and having customer relationship as the lowest priority in your business modelIt is amazing that your CEO and Board truly agrees with a customer as low priority
I can go back and forth with you on these issues but the bottomline is customer needs to know that Provident Funding is NOT a customer friendly company so people looking for a loan to be aware
Final Business Response /* (4000, 10, 2015/04/09) */
Provident Funding is responding to the rebuttal you filed with the Revdex.com
While we apologize that you found our previous response insufficient, we cannot agree with your assertions that Provident Funding provided a poor level of customer service or that we do not value our customersConversely, Provident Funding takes pride in providing a superior servicing experience for our valued customers and we are proud of our good name and reputation
As outlined in our previous response we do adhere very strictly to a policy of waiving late charges only when we have made an errorThis policy is once again due to a high level of scrutiny that servicers, banks and lenders face, as 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
In regards to your additional concerns about mailing notices, please review the enclosed copy of the Promissory Note that you and your wife executed at the closing of this loan, in which you agreed that any notice, unless otherwise required by law, will be sent to you via first class mailThough we regret if you did not receive one or more of the mailed notices, I must point out that copies of each letter we have sent are available on your online account hours per day
While we have re-confirmed that you were properly notified of updates to your escrow payment, we must once again point out that the amount due for your monthly mortgage payments did not change between your March 1, installment and your March 1, installment, and that check #XXXXXXX and check #XXXXXXX were both shortFurthermore, check #XXXXXXX was received past the first of the month due date as well as the day grace period
We have re-confirmed that the March late charge, in the amount of $112.00, was properly assessed and will not be waivedTo avoid future issues we suggest that you contact your chosen third party as it appears that they have made errors in sending us your monthly mortgage payments
As of the date of this letter, your loan is currently due for the April 1, installment in the amount of $3,333.29; please ensure that we receive a complete payment prior to the close of business on April 16, 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
Enclosure

Initial Business Response /* (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 ***@provident.com
Sincerely,
*** ***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (4200, 24, 2015/07/30) */
Hello
My name is *** ***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,
*** ***
Final Consumer Response /* (3000, 25, 2015/07/30) */
Hello
My name is *** ***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,
*** ***
Final Business Response /* (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 ***@provident.com if you have any further questions
Sincerely,
*** ***
Consumer Compliance

Initial Business Response /* (1000, 5, 2015/09/02) */
Provident Funding is responding to the complaint you filed with the Revdex.com
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 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
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 August 21, 2015; a copy of your payment confirmation email and payment history, which accurately reflects the date your August 1, installment was received, has been enclosed for your referenceIt should be noted that we have no record of you successfully completing an online payment, providing you with a confirmation email or confirmation number, or experiencing website functionality issues on August 13,
According to the terms of the enclosed copy 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 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 August 1, installment by the first of the month due date or within the grace period, a late charge in the amount of $73.55, which was paid on August 21, 2015, was properly assessedWe are, therefore, unable to accommodate your request to refund the late charge
While we do not make phone calls prior to the expiration of the grace period reminding borrowers that their installment is outstanding, we do offer multiple services which allow borrowers to monitor their account and the receipt of their paymentsTo that end, we encourage you to continue to utilize our no cost email notification service which, among other things, provides you with a payment receipt each time we receive a payment for your loan
To avoid any future payment issues 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
For your records, since your August 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
As of the date of this letter, your loan is currently 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 ***@provident.com
Sincerely,
*** ***
Consumer Compliance
Enclosures

Initial Business Response /* (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 #*** 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 #*** which reflects that check #*** 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 ***@provident.com
Sincerely,
*** ***
Consumer Compliance
Enclosures
Initial Consumer Rebuttal /* (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 /* (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 ***@provident.com
Sincerely,
*** ***
Consumer Compliance

Provident Funding is responding to the complaint you filed with the Revdex.com
While we are sorry to learn your experience was less than satisfactory, we have reviewed your concerns and determined 1) our guidelines regarding contributions and concessions were readily
available to your mortgage broker, *** *** *** ***, prior to your application being submitted to us, 2) we advised your mortgage broker the loan could be restructured so the $*** seller credit could be utilized, 3) your mortgage broker elected to remove the $*** seller credit rather than restructuring the loan, and 4) your loan funded pursuant to the terms you and your mortgage broker agreed to just calendar days after your broker elected to lock the interest rateA more detailed response to your concerns is below
I must first point out that Provident Funding takes pride in the quality of the loans we originate and we are proud of our good name and reputationOur 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 subject
We must remind you that your mortgage broker, *** *** *** ***, is independent from, and not an affiliate of, Provident Funding*** *** *** *** is not required to submit any or all proposed loans to Provident Funding, and Provident Funding is not obligated to fund any or all proposed loans submitted by *** *** *** ***As you were the client of *** *** *** ***, our policies and procedures did not allow us to communicate directly with you during the processing of your application and all communication concerning the application was sent directly to *** *** *** ***As such, we were not privy to all of the communications shared by you and your mortgage broker, and any issues involving the service provided by *** *** *** *** or the information relayed to you must be addressed directly with that company
While it seems the majority of concerns outlined in your complaint need to be addressed by *** *** *** ***, the following information is being provided in an effort to address Provident Funding’s processing of your loan:
Provident Funding expects all of our approved mortgage brokers to be aware of our published guidelines prior to submitting any applications to us, including but not limited to our guidelines regarding contributions and concessions
Your broker elected to submit your application to us on 6/16/*** and we e-mailed initial disclosures to you that same day
Your broker was able to lock your interest rate after initial disclosures were sent to you on 6/16/***, but you and your broker elected to wait until 7/11/*** to lock your interest rateAs you mortgage broker is well aware, Provident Funding prioritizes locked loans for underwriting over float loans
After your interest rate was locked on 7/11/***, your loan package was underwritten and conditionally approved on 7/15/***
Your loan was ready for closing documents on 7/26/***, or just calendar days after your interest rate was locked
On 7/28/***, your broker formally requested your interest rate be changed from 3.875% to 3.75%Pursuant to your broker’s formal request, your interest rate was changed on 7/28/*** and revised disclosures were e-mailed to you that same day
Closing documents were prepared on 8/1/***, you acknowledged receipt of the initial Closing Disclosure on 8/1/***, and closing documents were executed on 8/4/***.
Our representatives reviewed the executed closing documents and determined your broker had structured the loan so that the lender credit already covered the entire amount of total closing costsTherefore, in accordance with our published guidelines, the $*** seller credit had to be considered a concession and subtracted from the purchase priceHowever, since the maximum loan-to-value ratio of 95% had already been reached, the $*** seller credit could not be utilized as a concession to reduce the purchase price since that would have resulted in a loan-to-value ratio that exceeded our guidelines
Our representatives advised your mortgage broker the $*** seller credit would need to be removed OR the interest rate could be lowered to utilize the $*** seller credit, and your broker elected to have the $*** seller credit removed
A revised Closing Disclosure which did not reflect any seller credit and evidence of funds to close was provided by the title company, and your loan funded on 8/10/*** pursuant to the terms you and your mortgage broker agreed to
We have reconfirmed the conditions added during our processing of this loan were standard in nature and necessary to obtain a final non-conditional approval
At no time did Provident Funding 1) guarantee your loan would fund prior to 8/10/***, 2) receive a formal request to transfer your appraisal report to another lender, or 3) instruct you or your mortgage broker to obtain a $*** check from the seller
We are confident your mortgage loan was processed and funded by our representatives in compliance with Provident Funding guidelines and all federal, state and local regulations to which we are subjectTherefore, we are unable to accommodate your desired resolution
Our records reflect we retained the servicing of your loan and we look forward to providing a superior servicing experienceAs of the date of this letter, your loan is next due for the October 1, *** installment in the amount of $*** and a no-cost automatic payment in the amount of *** is currently scheduled to be drafted from your checking account on October 5, ***
I may be reached by phone at (800) 467-or via email at [email protected] if you have any further questions
Sincerely,
Michael Olson
Consumer Compliance
cc: *** *** *** ***
West South Jordan Pkwy, Suite
South Jordan, UT

Initial Business Response /* (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 Mr. and Mrs. [redacted]...

executed at the closing of this loan, and specifically, Section 3 (Payments) which stated you would make your principal and interest payments on the first day of each month, and Section 4 (Borrower's Right to Prepay) which stated you have the right to make prepayments whenever you wish. As reflected on the enclosed copy of the Welcome Letter we sent to you on April 10, 2014 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 26 half payments per year to a loan which is the equivalent of 13 full monthly mortgage payments. If you would like to achieve similar interest savings that bi-weekly payments achieve, you may send an additional $148.33 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 $2,946.62 will become due on May 1, 2014. Please ensure this monthly payment and all future monthly payments are received in full in a timely manner. I 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 /* (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 payments. If 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 /* (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 loan. We do not currently offer bi-weekly or partial payment plans, and in accordance with the terms of the Note you, along with Mr. and Mrs. XXXXXXXXXX, 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 $1,779.95 principal and interest portion of your total monthly payment, the annual amount you would pay for 26 bi-weekly principal and interest payments ($23,139.35) is equivalent to the annual amount you would pay by sending an additional $148.33 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 $153.38 towards the principal of the loan with your May 1, 2014 installment that we recently received. We 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, 2014 installment in the amount of $2,946.62. 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 /* (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 to. In addition, I did not choose this loan company, my loan was sold to them by my original loan company. There is no reason why Provident will not change their policy to help customers pay down their loans faster.

Initial Business Response /* (1000, 5, 2014/02/20) */
I am writing in response to the complaint that XXXXXX XXXXXXXXXXXX filed with the Revdex.com on your behalf. It should be noted that Ms. XXXXXXXXXXXX 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, 2013 has been waived. A 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 month. Although a fifteen day grace period is provided, the due date remains the first of the month. The 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 charge. The late charge which remains outstanding, as indicated in our recent notices, was incurred for the January 1, 2014 payment which was not received until January 21, 2014.
We are pleased to see that you took advantage of the opportunity to remit your February 1, 2014 installment in a timely manner using our free web site service. We encourage you to continue to do so. As an alternative, we would like to recommend our payment drafting service, which is also available at no cost. This 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 choose. Enrollment 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 /* (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 representatives. A 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 end. Again this check, like all my past payments, has been made timely and with ample time to get to the destination. Post-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 /* (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 2014 late charge was properly assessed in accordance with our standard procedures due to the borrowers' January 1, 2014 installment not being received on or before January 16, 2014, we have continued to reach out to Mr. and Mrs. XXXXXXX 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 error. Once 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 /* (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 received. This 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 resources. I am sincerely hoping for customer satisfaction.

Initial Business Response /* (1000, 5, 2014/06/03) */
We sincerely apologize for the confusion and inconvenience you have experienced in relation to this matter. Our Credit Reporting Department has submitted a correction to the credit bureaus to ensure this account has been completely...

removed from your credit report. A copy of that submission has been enclosed for your reference.
In regards to potential loss mitigation assistance for this loan, we have no record of ever receiving an application for assistance and we have no record of our representatives advising you that you were prohibited from submitting an application for assistance as a non-borrower. Our representatives would be more than happy to determine if you, as a non-borrower, are eligible for any of the home retention assistance programs that we currently offer, including simultaneous assumption and modification assistance or forbearance assistance. Please complete the enclosed assistance package as a non-borrower and return it directly to me using the email or fax information at the bottom of this letter so I can coordinate an expedited review with our Loss Mitigation Department.
As of this date, the April 2014 payment and all subsequent payments are outstanding, and the loan is in danger of being referred to foreclosure. I can be reached by phone at XXX-XXX-XXXX or via e-mail at [redacted]@provident.com if you have any further questions or concerns.
Sincerely,
[redacted]
Consumer Compliance
Consumer Response /* (3000, 11, 2014/08/01) */
After filing a complaint and trying to resolve compliant with Provident Funding The morgage company will not assist me despite the loss of my mother
I had file a complaint back on June due to these issues
1 Mortgage company had placed loan on my credit report when they were not supposed to.
2 Was denied an equity loan by Desert Schools due to the reporting of the mortgage on my credit report.
3 Cannot get any assistance with forbearance or other repayment plan on my mortgage.
Provident Funding responded to this complaint. They have removed all information pertaining to the Mortgage Company from my credit report and the compliance officer [redacted] offered to directly handle and expedite the borrower's assistance paper work over to the loss mitigation department. So I faxed over the paper work to him and called him several weeks later on the 8th of July to confirm that he got the paper work. He said that he did not receive anything and that I could just email him the packet and he would have it sent over to the mitigation department. I explained to him my situation and he seem pretty sincere in wanting to help and even made a not that I wanted forbearance on my application. So on the 14th of July I received a call from [redacted] but was unable to answer the phone and he did not leave a message but he did send an email but it was addressed to a Mr. [redacted] who I am not associated with whatsoever. He reseeded the email and sent me another. The email he sent clearly stated that he was fully intend on helping me through this hardship but that he only required a few documents A hardship Letter, 2 most recent bank statements, and the last 2 paycheck stubs. I sent him the documents on the 15th. But later that day he said they needed 60 days and not thirty days of bank statements so I resent him 60 days' worth of bank statements. I did not get a response back from him so I emailed him on the 18th and he sent the documents over to the underwriter. So after all of this I get a denial letter from them stating lack of income. It clearly states on the borrowers response packet that reduced or no income as a hardship. They never gave me any alternatives for assistance just a denial letter even though the acknowledgement letter says once they received the packet it would state which options I would be approved for. The document did not state if I could list school money as a source of income or not but I have also emailed [redacted] again and have just now sent him my financial aid award letter which shows that I will have more than enough to pay back what I owe by September. It has been 4 years since my mother died and honestly it has been tough I can't get help and this does not make things any easier I just want to get some kind of assistance with my mortgage. I may have to call the attorney Generals office or my friend who is the chief communications officer at the AZ state bar if this cant be resolved.
A forbearance or Deferment of my mortgage or some type of help with my mortgage.
Business Response /* (4000, 13, 2014/08/07) */
Our records reflect [redacted] one of our most senior loss mitigation supervisors, spoke with you today to address your additional concerns, and that as a gesture of good faith we were able to approve a one-time forbearance plan which is good through September 30, 2014. A copy of the approved one-time forbearance plan has been enclosed for your reference. It is my understanding that this matter has been resolved.
It should be noted that Provident Funding is required to service this loan in accordance with investor guidelines, and that the investor for this loan is [redacted]. Please be advised that on or before the conclusion of the approved one-time forbearance plan, this loan will need to be fully reinstated or you will need to be approved for some type of additional loss mitigation program to avoid the commencement of foreclosure proceedings.
Please contact Mr. [redacted] at (XXX) XXX-XXXX, Ext. [redacted] if you have any further questions regarding the approved one-time forbearance plan. You may reach me by phone at (XXX) XXX-XXXX or via e-mail at [redacted]@provident.com if you have any further questions or concerns.
Sincerely,
[redacted]
Consumer Compliance
Consumer Response /* (2000, 15, 2014/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (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 customers. That 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 error. Due 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, 2015 installment was not received until you successfully completed a one-time online payment through our website on July 22, 2015. Please review the enclosed payment history which reflects the date your July 1, 2015 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, 2012 installment. As 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 fields. We have no record of you updating your designated bank account until you successfully updated the account through our website on July 22, 2015.
Our records further reflect that we attempted to complete your scheduled payment draft on July 6, 2015 using your most current bank information on file; however, we were subsequently notified on July 14, 2015 that the transaction could not be completed due to insufficient funds. Please review the enclosed copy of the email that was sent to you on July 14, 2015 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 charge. We have no record of receiving a subsequent payment prior to receiving a one-time online payment through our website on July 22, 2015.
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 month. If a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessed. It 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, 2015 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 assessed. We 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 $25.00 NSF fee for all transactions which cannot be completed due to insufficient funds. The $25.00 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, 2015 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, 2015 installment in the amount of $4,105.66. A no cost automatic draft in the amount of $4,105.66 is currently scheduled to be drafted from your designated bank account on August 5, 2015. 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 /* (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, 2015 in response to the complaint you filed with the California...

Department of Business Oversight. We have re-confirmed that check #XXXX was received at our payment processing facility on May 26, 2015 and that we did not successfully receive your October 1, 2013 installment until you completed a one-time online payment through our website on October 23, 2013. 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 $213.93 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 /* (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 customers. That 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 error. Due 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, 2015 installment was not received until you successfully completed a one-time online payment through our website on July 22, 2015. Please review the enclosed payment history which reflects the date your July 1, 2015 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, 2012 installment. As 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 fields. We have no record of you updating your designated bank account until you successfully updated the account through our website on July 22, 2015.
Our records further reflect that we attempted to complete your scheduled payment draft on July 6, 2015 using your most current bank information on file; however, we were subsequently notified on July 14, 2015 that the transaction could not be completed due to insufficient funds. Please review the enclosed copy of the email that was sent to you on July 14, 2015 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 charge. We have no record of receiving a subsequent payment prior to receiving a one-time online payment through our website on July 22, 2015.
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 month. If a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessed. It 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, 2015 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 assessed. We 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 $25.00 NSF fee for all transactions which cannot be completed due to insufficient funds. The $25.00 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, 2015 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, 2015 installment in the amount of $4,105.66. A no cost automatic draft in the amount of $4,105.66 is currently scheduled to be drafted from your designated bank account on August 5, 2015. 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 /* (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, 2014 installment was not successfully received until we both received...

and processed a check payment on March 27, 2014. Please review the enclosed payment history which reflects the date your March 1, 2014 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, 2014 installment. During 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 due. Check #XXXXX was subsequently received on March 27, 2014 and was applied towards your March 2014 payment. As of this date, we have not received a check that can be applied towards your April 2014 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 month. If a payment is not successfully received by the end of the 15th calendar day after the due date, a late charge will be assessed. The amount of the late charge will be 5% or the maximum allowable by state law of the overdue payment of principal and interest. It 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, 2014 installment by the due date or within the grace period, a late charge in the amount of $27.40 was assessed. The March 2014 late charge, which was paid on March 27, 2014, was properly assessed and, therefore, will not be refunded.
As your March 1, 2014 installment was successfully received within the same month it was due, no 30 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 account. You 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 cost. This 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 choose. Enrollment 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, 2014 in the amount of $685.22; please ensure that we receive a full monthly payment by April 16, 2014 in order to avoid a late charge. 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

Initial Business Response /* (1000, 17, 2015/06/18) */
Provident Funding is responding to the complaint you filed with the Revdex.com. It should be noted that we have no record of receiving the complaint prior to receiving it on June 8, 2015.
We cannot agree with your...

assertions that your loan was incorrectly referred to foreclosure or that your loan payoff amount was incorrect. To 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, 2014 which notified you that you were approved for an unemployment forbearance effective September 1, 2014 through February 28, 2015, and that you were required to bring your loan current no later than February 28, 2015 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, 2015 and indicated that you would not be able to sell the home in the immediate future. Your 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 options. We received a completed assistance package on February 17, 2015 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 options. However, after you notified your SPOC that the subject property was set to be sold on April 30, 2015 and that you would be paying the loan off in full, it was determined that you were not currently eligible for loss mitigation assistance. A copy of the denial letter that was sent to you on March 13, 2015 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, 2015. We have no record of any of our representatives providing inaccurate information to you. Conversely, our records reflect that your SPOC spoke with you on March 20, 2015 and explained the foreclosure timeline. Additionally, your SPOC emailed you on April 13, 2015 to clarify that you could apply for a temporary forbearance once you had the finalized purchase agreement, HUD-1 Settlement Statement, and proof of the buyer's funds. We 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 14 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 accurate. Additionally, we have re-confirmed that your loan was properly referred to foreclosure. Taking 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 /* (4200, 24, 2015/07/30) */
Hello.
My name is [redacted]. I sent you an appeal statement in early July. May 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 /* (3000, 25, 2015/07/30) */
Hello.
My name is [redacted]. I sent you an appeal statement in early July. May 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 /* (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 accurate. This 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

They need to send their reps back for customer serivce training to know how to deal with customers & leave their attittude at the door. Nothing but a number to them & I HIGHLY RECOMMEND you move on to the next choice of lender on your list. Did they get the job done? Sure, 4 days AFTER the agreed upon closing date that was set up for at least 30 days. Would I use them again or recomnend them? Hell no. They didn't just dig into my finances, but my deaceased fathers, my deaceased brothers & husbands to boot. I thought the credit card industry was a racket. Hard to beleive there aren't more complaints about them. You dont' have to be rude & snotty to people when they're trying to make one of the biggest purchases of their lives.

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 me. Sincerely, [redacted]