Consumer complaint received 2017-04-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PROVIDENT FUNDING ASSOCIATES
State: AL

Complaint narrative:
On  XXXX   XXXX  my home was destroyed in a tornado. I had to rebuild. I went to my local bank to begin the process. My lo an officer ha d been great in helping me in the purchase of my first home on ly 2 yrs  prior. During the process she told me that my loan would be sold but that all contracts would remain the same and would be honored. True to her word my loan has been sold 3 times in the past 5 years. it was just as she aid it would be and all contracts were honored until  XXXX    XXXX  . In  XXXX    XXXX   my loan was sold  to Provident Funding. Thi nking nothing of it I submitted my monthly payment as always. I will occasionally pay to the nearest hundred when I can on my loan for example my current payment is {$670.00} and if I am able I may pay {$700.00} in order to pay my loan off in advance. this had never been a problem before.  XXXX   XXXX  I began to receive numerous phone calls demanding payment. I returned to phone calls letting them know that I had indeed mailed my payment. I checked with my bank and the payment had not cleared the bank. Thinking that i t may b e lost in the mail I called the bank again to see if they had received it yet but they had not. the representative told me to give it a few more days to see if it would surface. later that week I come home to find a card, not mailed, but hand delivered stuck in my door telling me that they had been to my home bc payment for my  XXXX  payment had not been received. In a panic I called the bank the following day to see how this could be resolved. I was then told by the representative that they had in fact received my payment on time but that in error I had mad it out to my previous bank from the month before and that the check had been mailed back to me. I was further panicked because I wanted to be clear with the bank that I wanted to get this taken care of as soon as possible and asked where the nearest branch was located. he told me that I had to mail it. I knew that it would not reach the bank in time. However I did as I was instructed. This visit to my home made me very uncomfortable to think that a mistake this small caused the lender to make a special visit to assess my home while I was at work. Over the months of  XXXX  thru  XXXX  I experienced a battle with Provident funding Returning my payment only to demand more money. Flooding me daily with mail and phone calls that all demanded a different amount. unwilling to work with me on payment arrangements I felt no choice but to pay what they demanded. I would call the bank to find out the amount they wished for me to send to get this corrected then I would send priority mail that very day, as I did not wish to be late, then receive a phone call the following day to tell me that I had been given the wrong amount. I am a single mother of  XXXX  the increasing amounts demanded and the regular payments being returned to demand a higher amount put a tremendous strain on my family. Finally I was able with my tax return to satisfy their demands. Then earlier this month I called my local bank in need of a loan for a car to find out that Provident funding has listed this as a negative report on my credit. saying late payments from  XXXX  thru  XXXX  When I sent them every payment they requested as soon as I could save the money. They were unwilling to work with me returning any payment that was not in the amount they requested in what I felt like was an attempt to foreclose on my home. This has made me feel insecure in my loan and I spoke to my local banker to see if I could refinance. I was told that in order to do hat I could not show a late payment in the p ast 12 mo. I  feel trapped with this bank and insecure in my loan and now have no way to buy a car due to bad credit listed from to this bank and experience.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation