Complaints

This profile includes complaints for Provident Funding Associates, L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Provident Funding Associates, L.P.

  1235 Dutton Ave., Ste., E Santa Rosa, CA 95401

• 

  Provident Funding Associates, L.P.

  1575 Delucchi Ln Reno, NV 89502-6578

• 

  Provident Funding

  1501 E Woodfield Rd Ste 204N Schaumburg, IL 60173-4961

• 

  Provident Funding Associates, L.P.

  1330 N Washington St Ste 5700 Spokane, WA 99201-2416

• 

  Provident Funding Associates, L.P.

  1408 N West Shore Blvd Ste 400 Tampa, FL 33607-4504

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem Description: In early November 2023 my mortgage payment was declined. I received a $25 fee from Provident Funding. This occurred due to the ***************'s clearing house issue with their payment processing network. My accounts were affected. A paycheck from my company sent on Thursday did not appear on Friday as planned for the first time in over 5 years. It took weeks to get re-paid and then money had to be sent to a different account as the usual account did not work. This was not a bank issue, but a *************** issue.I contacted Provident to remove the $25 fee as this was certainly out of my control and a nationwide issue. They declined and said I had to get a letter from my bank saying that it was the bank's fault. The bank will not do that as it is not their fault. That was a ridiculous response from Provident. My $25 fee should be refunded. This should be public knowledge so people understand this company is charging fees for nationwide federal reserve issues.

  Business Response

  Date: 12/05/2023

  Provident Funding is responding to the complaint you submitted to the Better Business Bureau.
  
  As a gesture of good faith and considering it appears you were affected by the recent processing issue experienced at an Automated Clearing House (ACH) operator, the $25.00 returned payment fee that was assessed in relation to this matter has been waived. A 12-month payment history reflecting said waiver is enclosed for your records.
  
  As of the date of this letter, your loan is next due for the January 1, ******************* the amount of $1,208.97.I may be contacted by telephone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosure

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/13/2023 ********** sold my Mortgage to Provident Funding Associates LP. PLEASE STOP THIS!I do not want this company to have my mortgage. They have a reputation of a "late fee" scam. It's all over the internet and I've had friends and customers complained about this company. It's not news they can't process payments like the mainstream banks. This is a funding company. NOT A BANK! It's all over the internet the people are paying their mortgages on time then all of a sudden get wacked with late fees. Then they come in and start the foreclosure process. Please if anyone can help stop this please do so.

  Business Response

  Date: 10/25/2023

  This letter serves as Provident Fundings response to the complaint you submitted to the Better Business Bureau.
  
  We cannot agree with your assertions that we improperly service mortgage loans. Conversely,Provident Funding takes pride in providing a superior servicing experience for our valued customers and we are proud of our good name and reputation, including but not limited to our A+ BBB rating. We must also point out that Provident Funding is not a funding company, we are a mortgage lender and servicer and are licensed in the **************** under the Mortgage Bankers Statute.
  
  We bring your attention to the enclosed copy of the Deed of Trust executed as part of the origination of the loan, and,specifically, Section 20 which states:
  
  The Note or a partial interest in the Note (together with this Security Instrument) can be sold one or more times without prior notice to Borrower. A sale might result in a change in the entity (known as the Loan Servicer) that collects Periodic Payments due under the Note and this Security Instrument and performs other mortgage loan servicing obligations under the Note, this Security Instrument, and Applicable Law.
  There also might be one or more changes to the Loan Servicer unrelated to the sale of the Note.
  
  As you are aware, the servicing of your loan is scheduled to be transferred from Zions to Provident Funding effective November 1, 2023. We are unable to accommodate your request to stop or reverse the scheduled servicing transfer.
  
  Provident Funding is excited to welcome you as a customer! Rest assured that we offer numerous payment options,including but not limited to our *********************** and one-time payments which can be made through our website, mobile app, or by telephone. Other accepted payment methods include but are not limited to checks, money orders, and payments made through a bank billpay service. Provident Funding also offers tools to help customers monitor their loan,including but not limited to payment notification emails and the ability to review account information 24/7 via our website or automated telephone system.
  
  A welcome letter outlining the above payment options, and other important information,will be mailed to you shortly after your loan boards our system, which we expect will be completed on or around November 3, 2023. In the meantime, feel free to contact me if you have questions about the services we offer. I may be reached via email at ********************************* or by telephone at *************.

  
  Sincerely,
  
  
  *************************
  Consumer Compliance
  
  Enclosure 

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, October 16th I attempted to make a mortgage payment with Provident Funding Associates, L.P. and they refused to accept. As of today, August and September are past due. I was attempting to pay August. The would only accept a payment if I were to pay both August and September OR if I would enter into one of their repayment/assistance plans, which would increase the amount of the monthly payments until that plan is satisfied. It would also force me into paying specifically that amount in the repayment plan vs. my normal mortgage payment. Additionally, by refusing to accept the August payment, they are forcing my loan into a even further delinquent status. They are advising they can reject my payment under the guise of some investor payment rules with ****** ***, which to me doesn't sound right if your loan is not in default. My loan would not be 90 days past due until the end of this month so I'm not in default today even though their system says I am. By rejecting the payment, they are forcing the loan to reach default should I not make an additional payment by October 31st. This is abusive and coercive. They said they sent a demand notice on October 5th, yet somehow that demand notice was not available in their online portal. They advised the demand notice said I had to pay August and September which would be $6600.04, by October 31st. I asked for them to email me the notice. The notice I received says I have to make THREE payments which would amount to $9900.06 by November 4th. So what happens on November 4th if I make the $6600.04 payment? Are they still going to claim my loan is in default and demand no less than an additional 2 payments be made, 4 days later to avoid?My loan was recently sold to this entity. I never had this issue with my previous loan servicer SWBC ******************** How can they change the terms of repayment?

  Business Response

  Date: 10/20/2023

  Provident Funding is responding to the complaint you submitted to the Better Business Bureau.
  
  Allow me to first clarify that your loan is in default under the terms of the loan documents and is in danger of being referred to foreclosure. Specifically, the loan is due for the August 1, 2023 to October 1, ********************* $9,900.06 (said total does not include late charges or other amounts you may owe).
  
  Please review the enclosed copy of the Security Deed executed as part of the origination of the mortgage, and, specifically,Section 1 which states:
  
  Lender may return any payment or partial payment if the payment or partial payments are insufficient to bring the Loan current.
  
  The minimum payment we can currently accept for your loan is two monthly installments (or $6,600.04), which would cure the default and leave the loan due for the current month. Pursuant to our standard procedures and in accordance with your loan documents, payments that are insufficient to cure the default will not be accepted.
  
  We encourage you to complete an assistance package for our review if you are experiencing a financial hardship and are having difficulty making the mortgage payments. Loss Mitigation programs that we are to review you for include but are not limited to a repayment plan, temporary forbearance,or loan modification assistance. Our ************************** may be reached at ************, option 4, if you would like to discuss the available options.
  
  As mentioned above, your loan is currently due for the August 1, 2023 installment and all subsequent installments and the minimum payment we can currently accept is $6,600.04. If we do not receive a payment of at least $6,600.04 by 5:00 PM PT on October 31, 2023, the minimum acceptable payment will become three monthly installments, or $9,900.06.
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  *************************
  Consumer Compliance

  
  Enclosure 

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I hope this email finds you well. I am writing to address an unfortunate incident regarding my recent mortgage payment. While I was on an international trip, I encountered unexpected challenges that left me without internet access, resulting in the inadvertent oversight of my monthly mortgage payment. I would like to express my sincere regret for this oversight, as it is the first time such an occurrence has happened in my life.I'd like to emphasize that I have always been diligent in meeting my financial obligations, and this incident stands as an anomaly in my otherwise flawless track record. It came to my attention that I did not receive any email or text reminders from Provident Funding regarding the missed payment. Immediately upon realizing the situation, I took corrective action by setting up autopay in my account to ensure that such an incident will not recur. This experience has certainly taught me a valuable ****** about ensuring the reliability of future payments.Given the circumstances surrounding this isolated incident, I kindly request your consideration in waiving the associated late fee of $85. As a responsible borrower, I believe that my track record speaks for itself, and the absence of prior reminders underscores the unusual nature of this situation.I have already engaged with Provident Funding to address this matter. However, I must admit that the responses received thus far have left me unsatisfied. Consequently, I have sought the assistance of the Better Business Bureau (BBB) to help facilitate a fair and equitable resolution to this issue.I kindly ask for a thorough investigation into this situation and would be more than willing to provide any additional information that could aid in reaching a resolution. Your prompt attention to this matter is greatly appreciated.

  Business Response

  Date: 08/30/2023

  This letter serves as Provident Fundings formal response to the complaint you submitted to the Better Business Bureau concerning August 2023 late charge.
  
  We have carefully reviewed this matter and determined a late charge was properly assessed to your account after we did not receive payment for your August 1, ******************* a timely manner, and no errors occurred on our part in relation to said payment. Therefore, the August 2023 late charge will not be waived. Our determinations are explained in more detail below.
  
  Rest assured that we appreciate your business and your ongoing efforts to submit timely payments for this loan. That being said, Provident Funding has made the business decision to adhere very strictly to a policy of waiving late charges only when we have made an error.We do not offer one-time courtesy late charge waivers or waivers based on a customers previous payment history.
  
  Our records reflect you have enrolled in our paperless option. We bring your attention to the enclosed copy of the email that was sent to you on July 17, 2023 notifying you that a Monthly Statement was available and encouraged you to log-in to our website to view that document.A copy of that Monthly Statement is also enclosed, said statement reminded you that (1) the loan was next due for the August 1, ******************* the amount of $2,682.36, and (2) Payments received after August 16, 2023 will be assessed a late charge of $85.73.
  
  To further clarify, according to the terms of the enclosed copy of the Promissory Note executed at the closing of the loan, payments are due on the 1st of the month. If a payment is not received by the 1st of the month due date, or within the additional *********************************************************** issues,a late charge will be assessed. It is the borrowers responsibility to ensure payments are received in a timely manner to avoid the assessment of a late charge, even when traveling.
  
  We have no record of receiving a payment for your August 1, 2023 installment until a one-time online payment was made through your www.provident.com online account on August 22, 2023; a copy of the confirmation email that was sent to you in relation to that payment is enclosed for your records. We have also enclosed a 12-month payment history evidencing said payment was applied to the outstanding August 1, 2023 installment on August 22,2023.
  
  Taking all of the above into consideration, a late charge was properly assessed to your account as we did not successfully receive a payment for your August 1, 2023 installment prior to close of business on August 16, 2023 (the end of the August 2023 grace ********** remain confident that no errors occurred on our part in relation to this matter. Therefore, the August 2023 late charge, in the amount of $85.73, will not be waived we must apply our polices equally to all of our customers and waiving the late charge would provide you with a benefit that we do not extend to other customers.
  
  For your records, since the referenced 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, the loan is next due for the September 1, ******************* the amount of $2,682.36 and a no-cost automatic payment, in the amount of $2,682.36, is scheduled to be drafted from your designated bank account on September 5, 2023.
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20530475
  
  I am rejecting this response because: Provident Funding stands out as the most disappointing company I've ever come across. It takes advantages of loyal customers, utilizing any available official justification to accumulate profits without regard for the customer's well-being.
  Ao

  Business Response

  Date: 09/05/2023

  Provident Funding is responding to the rebuttal you submitted to the Better Business Bureau.
  
  We cannot agree with your assertions that we provide a poor level of service or that we do not value our customers.Conversely, Provident Funding takes pride in providing a ****************** experience for our valued customers and we are proud of our good name and reputation.
  
  As previously outlined, we have no record of receiving a payment for your August 1, ********************** before the 1st of the month due date or within the 15-day ***** period.Therefore, a late charge in the amount of $85.73 was properly assessed to your account.
  
  In accordance with standard policies and procedures, the August 2023 late charge will not be waived. That said,allow me to confirm the referenced late charge was paid in-full on August 31,2023.
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  *************************
  Consumer Compliance

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer in good standing with no late mortgage payments since 2012. I mailed my mortgage check on March 3, 2023. Seventeen days later, I received a late payment notice and was assessed an $82.29 late fee. Their late payment letter to me was mailed on March 17, 2023 and received three days later on March 20, 2023. I called to dispute the late fee and to inquire about how it could possibly take seventeen days to receive my letter and/or process my payment. I was blatantly told that they process checks the day they are received and that even though I have never had a late payment before, the late fee will not be waived. They, of course could not provide me with any documentation proving to me when they received my letter so I have to take their word that it was lost in the **** mail and not lost in their system. Provident Funding Associations L. P. is a small family owned company who has recently experienced financial downgrades and lower mortgage funding due to rising interest rates and lower home sales. I find it difficult to believe that a letter can get lost in the system for seventeen days and then miraculously make it to the intended destination at all. Based on previous BBB complaints that I read, Provident seems to have a history of not getting timely mail delivery and then charging late fees. I didn't have any difficulty receiving their late payment letter in a timely manner, and I believe they received my mortgage payment letter in an equally timely manner. Unless they can prove to me otherwise, then this feels like a little tricky bank business to charge good customers more when their company is making less in a poor mortgage market. Since I am not the only customer experiencing this issue, I would greatly appreciate it if you would do some further investigation into this matter. Unwarranted late fee charges is just another way to make a buck. On a fixed income, that is painful.

  Business Response

  Date: 03/24/2023

  This letter serves as Provident Fundings formal response to the complaint you submitted to the Better Business Bureau.
  
  We have investigated this matter and determined a late charge was properly assessed to your account after we did not receive payment for your March 1, 2023 installment in a timely manner, and no errors occurred on our part in relation to this matter.Therefore, the March 2023 late charge will not be waived. Our determinations are explained in more detail below.
  
  We have investigated your claim that Provident Funding received a payment for your March 1, 2023 on or before March 16, 2023 (the end of the March 2023 ***** ******* and found no evidence to support those assertions. The history of the loan reflects a payment for your February 1, 2023 installment was received on January 30,2023, and we did not receive a subsequent payment for your loan until check #**** was received on March 20, 2023. A 12-month payment history reflecting the receipt of said payments is enclosed.
  
  Rest assured that Provident Funding maintains accurate tracking to be certain that all payments received on a given day are posted as of the date they are received.We bring your attention to the enclosed a copy of the date-stamped payment processing record for check #****, the date and payment date fields on the top of the document evidence the check was received at our ************************* on March 20, 2023. Additionally, I contacted the head of Provident Fundings ***************************** in response to your concerns and obtained confirmation there were no unprocessed check payments at our payment processing facility as of the close of business on March 16, 2023 - this serves as further evidence that check #**** was not received by the 1st of the month due date or within the allotted ***** period.
  
  According to the terms of the enclosed copy of the Promissory Note executed at the closing of the loan, payments are due on the 1st of the month. If a payment is not received by the 1st of the month due date, or within the additional 15 calendar days that are provided for unexpected delays or issues,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 to avoid the assessment of a late charge, even when choosing to mail payments. Provident Funding is not responsible for any shipping delays or issues incurred by the USPS.
  
  While we certainly appreciate your efforts to submit timely payments for this loan, in accordance with our standard policies and procedures, Provident Funding does adhere very strictly to a policy of waiving late charges only when we have made an error. We are required to apply our policies fairly and equally to all of our customers,and we do not offer one-time courtesy waivers or waivers based on a customers previous mortgage history.
  
  Taking all of the above into consideration, a late charge was properly assessed to your account as we did not receive a payment for your March 1, 2023 installment on or before March 16, 2023. As no errors occurred on our part in relation to this matter, the March 2023 late charge, in the amount of $82.29, will not be waived.
  
  For your records, since your March 1, 2023 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.
  
  To avoid similar payment issues in the future, we would like to recommend our *********************** which is available at no-cost. This 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 choose. Enrollment in this service will ensure that your payment is received each month in a timely manner, providing the draft is accepted by the financial institution.
  
  As of the date of this letter, your loan is next due for the April 1, 2023 installment in the amount of $2,851.20. I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19630894
  
  I am rejecting this response because:

  
  

  **************, thank you for Provident Fundings boilerplate response. Unfortunately, Provident did not, and can not prove what day Provident actually received my payment. Provident can only prove what day they processed it.
  

  
  

  We mailed our car payment and mortgage payment on the same day. Our car payment was processed, in **********, 5 days. 

  
  

  Last week we mailed out 130 wedding invitations, 10 of which were mailed out of the country. All 10, out of country, recipients notified us within 5 days that they received their invitations. 

  
  

  In addition, "S&P Global Ratings lowered its long-term issuer credit and issue ratings on Provident Funding Associates LP to CCC+ from B-, with a negative outlook."

  ***************************************************************************************************************************************************************************

  
  

  I'm pretty sure CCC+ is not a good rating unless having more C's is a good thing. No, Provident Funding is motivated to delay processing payments in order to charge late fees.

  
  

  Buyer beware!

  
  

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/29/2023

  This letter serves as Provident Fundings formal response to the rebuttal you submitted to the Better Business Bureau.
  
  We are sorry to see you found our previous correspondence to insufficient. That said, your most recent correspondence does not provide us with any new and materially different information for our review.
  
  Provident Funding takes pride in providing a superior servicing experience for our valued customers and we are proud of our good name and reputation. While you have continued to assert an error occurred on the part of Provident Funding in relation to the processing of your March 1, 2023 installment, you have not supported those assertions with any documentation to support your position.
  
  We carefully reviewed the facts in your complaint and, as evidenced by the date-stamped payment processing record and the payment history that was provided with our previous letter, we have no record of receiving a payment for your March 1, 2023 installment until check #**** was received at our ************************* on March 20, 2023. Please bear in mind that Provident Funding is not responsible for any shipping delays or issues incurred by the ***** and it remains the borrowers responsibility to ensure payments are received in a timely manner to avoid the assessment of a late charge.
  
  The late charge that was assessed in relation to this matter was properly assessed as we did not receive a payment for your March 1, 2023 installment by the first of the month due date or within the additional 15 calendar days that are provided for unexpected delays or issues.Therefore, the March 2023 late charge will not be waived.
  
  Be advised that items not directly relevant to the servicing of your mortgage loan will not be addressed due to those items being considered irrelevant information. I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2022, Provident Funding claimed that my mortgage payment that was due on February 1, 2022 had not been received and a late charge in the amount of $34.33 has been assessed to my account. I sent copies of my cancelled checks that proved that Provident Funding had received and cashed all of these payments. I received a letter from Provident Funding that payment was late and that the fees would not be waived. I paid the late fee. On 7/02/2022, I filled in the form online at the Provident website to have funds taken out of my bank checking account automatically. It seemed successful. By 7/05/2022, I realized that money had not been withdrawn from my bank account. On the Provident website, my checking account number had changed with one number missing and I was charged a late and processing fee. In the meantime, I received a letter dated 7/08/2022. It was about my June payment by check. It stated that by that date, they had never received check # **** my June payment. [I had sent to them a copy of the cancelled check #**** which had been cashed by Provident on May 9, 2022.] On 7/12/2022 I received another letter that I was being charged late fees and a processing fee of $25 for the July payment that did not go through.I called ***************** A person helped me with the Website and I made my July payment from my bank account and she assured me that my August payment would go through automatically. By 8/06, it did not. They had left out a 0 from routing number and I got late and processing fees again which I paid online. By 8/10 that payment did not go through, so I ran my check and coupon to the mailbox to make sure that it was paid before 8/16 when it would be turned over to credit bureaus. On 8/11, the payment from the website went through. Now what happens to my August payment that I paid twice. This is extremely distressful. I have never missed any payments. I paid a month early before this experience. I have an excellent Credit Rating.

  Business Response

  Date: 08/17/2022

  Provident Funding is responding to the complaint you filed with the Better Business Bureau.
  
  We have investigated this matter and determined that (1) late charges were properly assessed to your account in February and June 2022 since payments for your February 1,2022 and June 1, ************************************** a timely manner, (2) a returned payment fee was properly assessed in relation to an unsuccessful July 2022 payment, and (3) no errors occurred on our part in relation to said payments. Please note the returned payment fee that was assessed in relation to an unsuccessful August 2022 payment has been waived as a gesture of good faith. This matter is addressed in more detail below.
  
  Regarding the February and June 2022 late charges, the concerns outlined in your most recent complaint are substantially similar to those you previously submitted to the ************************************* Please review the enclosed copy of the letter that was sent to you in response to that complaint. We continue to consider the late charges assessed for your February 1, 2022 and June 1, 2022 installments to be valid and said charges will not be waived and/or refunded.
  
  Regarding the returned payment fee that was assessed in relation to the unsuccessful July 2022 payment, the history of your loan reflects you logged into your www.provident.com account on June 30, 2022 and enrolled in our *********************** effective with your July 2022 payment - we bring your attention to the enclosed print-out from our system which evidences you entered the following banking information into our website as part of that enrollment:
  
  Routing number: <REDACTED - see attachment>
  Bank account number:<REDACTED - see attachment>
  
  We attempted to draft your July 2022 automatic payment on July 5, 2022 using the banking information you provided; however, we were subsequently notified that your financial institution could not locate the account using the information you entered into our system. In accordance with our standard fee schedule, a $25.00 returned payment fee was properly assessed to your loan as a result of the unsuccessful transaction.
  
  It is the responsibility of the customer to ensure banking information provided to us is accurate to avoid the assessment of returned payment fees. Additionally, we are confident no errors occurred on our part in relation to this matter and note that your complaint fails to offer any substantiation for such claims. Therefore,the returned payment fee that was assessed in relation to this issue will not be waived.
  
  Regarding the returned payment fee that was assessed in relation to the unsuccessful August 2022 payment, as indicated at the beginning of this letter, as a gesture of good faith and in consideration of any confusion you experienced, the $25.00 returned payment fee that was assessed in relation to this payment has been waived.Since the fee was previously paid on August 10, 2022, refund check #******, in the amount of $25.00, has been mailed to you.
  
  We are pleased replacement payments for your July 1, 2022 and August 1, 2022 installments were successfully received within the allotted grace ******* Rest assured that no late charges have been assessed in relation to those payments. Additionally,the check payment you recently mailed to us, which was received on August 15,2022, has been applied to your September 1, 2022 installment and your loan is next due for the October 1, ******************* the amount of $686.55.
  
  As a reminder, your loan is no longer enrolled in our ************************ Please ensure a payment for the October 1, ********************************** before October 17, 2022 to avoid the assessment of a late charge, and no later than October 31, 2022 to avoid adverse credit reporting.
  
  I may be contacted by telephone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17711426
  
  I am rejecting this response because:

  
  Loan Number 3823050145

  In a response from ************************* to my complaint to H3337353635**35313639H, he still claims that all charges from to my account from February and ***** will not be waived. He still did not explain the 7/05/22 letter that I received from  ************************* from **************** that ********************************************* never received Check #**** for my June mortgage payment of $686.55 and that late fees will be charged.  I sent a copy of that cancelled check to **************  Not only did Provident H323837333335**303235H receive that check but they cashed or processed that check on May 9, 2022. If a date on that cancelled check isnt visible enough, I have bank statements that show that check was processed on May 9, 2022. 

  On 7/02/2022, I filled in the form online at the Provident website to have funds taken out of my bank checking account, so that I could avoid any more problems.  ************************* contends that it was my confusion that led to the incorrect information about my bank account numbers. Luckily, I checked my bank account to make sure that the money was withdrawn and found that there was a problem.   

  On the website, mortgage payments are due on the 1^stof the month but the money is not processed from the bank until the 5^thof the month for Automatic payments. If the payment does not go through, a letter is sent out that might not get to the customer until 10 days later.  The grace ****** expires on the 16^thof the month. 

  On 7/13/2022.  I called the **************** number at the Extension ****. I talked to a **************** person, ***** She made sure that the numbers were correct on the Provident H323837333335**303235H website. I made my July payment.  The money was taken immediately from my bank account.  **** verified that the payment was successful, and she assured me that my Automatic payment for August would be made.  ************** has not addressed the fact that the numbers on my account were correct, and the payment was withdrawn successfully in July. Then suddenly in August, there was a number missing from the Routing number on my account.  Was that due to my confusion? ************** is confident that there are no errors on their part.  How do I substantiate that I did call to make sure that my bank information was correct, and that **** assured me that August automatic payment would be made.  Is there proof in the fact that the July payment came out of my account successfully at that time?

  I have explained why I tried my best to fix the online information so that I could make the August payment of $686.55, plus #***** late fee, $25 for NSF and $25 NSF (totaling $770.88). On 8/10/2022, I also sent a check for the August payment in case the online payment did not go through ($686.55 plus late fee of ***** late fee).

  Then on 8/11/2022 the Automatic payment went through to my bank as a ****************** Reference # **************.)  for $686.55 plus fees for a total of $770.88 . 

  On 8/16/2022, check #**** for $686.55 plus late fee for total of $720.88 was processed and deducted from my bank account. 

  ************************* is stating that as a good faith gesture,they will send me a check for $25.  Provident H323837333335**303235H has already overcharged me $244.64 in late fees and processing fees.   Their **************** Department has deceived me on two occasions and their Website needs to be closely monitored. 

  Sincerely,

  *************************

  
  

    

  Business Response

  Date: 08/25/2022

  Provident Funding is responding to the rebuttal you submitted to the Better Business Bureau and the letter you sent directly to us dated August 10, 2022. We are sorry to see you found our previous correspondences insufficient; your additional concerns are addressed below.
  
  Regarding check #****
  We do apologize the letter sent by one of our representatives on July 5, 2022 incorrectly stated that we had not yet received check #****. As previously confirmed in my June 29, 2022 letter, a copy of which is enclosed for your reference, Provident Funding received check #**** on May 9, 2022 and the funds were applied to your outstanding May 1, 2022 installment.
  
  We must once again point out that we have no record of receiving a payment for your June 1,2022 installment until we received another check payment intended for your loan (check #****) on June 27, 2022. Since we did not successfully receive your June 1, ********************** before June 16, 2022 (the end of the June 2022 grace ******** a late charge in the amount of $34.33 was properly assessed to your account.
  
  Regarding your July 2022 payments
  We are once again enclosing a print-out from our system which evidences the routing number and bank account number you entered into our website on June 30, 2022 (the print-out does not display the leading 0 in the routing number, which you did enter and was used in our attempt to draft the payment).
  
  As you know,we attempted to draft your July 2022 automatic payment on July 5, 2022 using the banking information you provided, but we were subsequently notified that your financial institution could not locate the account using the information you entered. Therefore, a $25.00 returned payment fee was assessed to your loan.
  
  The unsuccessful transaction appears to have been due to you providing an incorrect/incomplete bank account number. As evidenced on the aforementioned system print-out, as part of your attempt to enroll in our *********************** on July 2, 2022 you entered a bank account number of <REDACTED - SEE ATTACHED LETTER>. However, when you logged into our website on July 13, 2022 and submitted a one-time online payment you entered a bank account number of <REDACTED - SEE ATTACHED LETTER>; a print-out from our system evidencing the information you entered for this transaction is enclosed (like the prior print-out, the leading 0 in the routing number is not displayed). We are pleased the July 13, 2022 one-time online payment was successful.
  
  
  Regarding the July 13, 2022 telephone call
  Allow me to confirm that our records reflect you spoke with one of our **************** Representatives,****, on July 13, 2022. I personally listened to a copy of that recorded telephone conversation - our representative confirmed the last four digits of the bank account entered into our system for our ***********************; however,the entire bank account number was not confirmed with you. Since confirming the entire bank account number in our system (<REDACTED - SEE ATTACHED LETTER>) may have led to the realization that the account number was incorrect/incomplete, as a gesture of good faith and in consideration of any confusion you may have experienced in relation to the information that was relayed to you during the July 13, 2022 telephone call,we have waived and refunded the returned payment fee that was assessed for the unsuccessful August 2022 payment.
  
  We continue to consider the February and June 2022 late charges and the returned payment that was assessed in relation to an unsuccessful July 2022 payment to be valid, and said charges will not be waived and/or refunded.
  
  As of the date of this letter, your loan is next due for the October 1, ******************* the amount of $686.55. I may be contacted by telephone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

  Customer Answer

  Date: 08/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As a result of this process, I have received two checks from Provident Funding Associates L.P.  One check is for $25, which I assume is the "good faith" payment.  It is actually the amount for the August processing fee to the bank which should never have happened.  The other check is for $34.33, which I assume was for the additional late charge that I paid or August.  They can't pay, though, for the distress that they have caused to me.  

  
  

  I am grateful to the Better Business Bureau for handling this in an efficient manner and I am relieved that Provident Funding has put it in writing that I am paid up until October.  Although, at the beginning of every month I will be nervous to see if my payments go through.    
  
  Sincerely,
  
  *************************