ComplaintsforProvident Funding Associates, L.P.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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 By 7/05/2022, I realized that money had not been withdrawn from my bank account.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

  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 response

  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

  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 response

  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,
  
  *************************

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