Consumer complaint received 2019-06-28 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: PROVIDENT FUNDING ASSOCIATES
State: FL

Complaint narrative:
Problem description : I am writing to ensure I have equal rights regarding this joint mortgage loan until I am released from liability on this loan. I have not in the past received updates regarding special payment plans, loan assistance program applications ( Specifically The Florida Hardest Hit Program ), refinance applications or discussions, changes in escrow account amounts, etc. Since we are joint borrowers on this mortgage loan, any decisions made unilaterally, ultimately impacts the other borrower. Therefore, being a joint borrower, I need to be an active participant in any decisions made on this mortgage loan, again until I am released from liability. Currently, the only monthly information I receive is payment information via an email stating a payment has been made with the amount paid. The email does not contain the principal loan balance, interest, escrow amount, etc., essentially no other loan information or changes. The only way I am informed about the loan is when I personally call. This is when I have stumbled across new information, activity and changes I was not previously informed about regarding this joint loan. Joint borrowers have equal rights and need to have equal access to the loan information. I can not legally use my ex-husbands personal information, such as his social security number to access the loan information online. Furthermore, I can not control his actions or make him communicate the activity on the loan. Since they are holding both parties liable, both parties have rights to equal access and that access is provided from the mortgage provider. As long as I continue to be a joint borrower, both parties need equal access without using the other partys personal and confidential information. I need to use my own social security number for this joint mortgage loan for an online account access. In addition, I was advised in the past I would have to pay for paper copies, which I have refused. Again, I have equal rights to the information on this joint mortgage loan and that does not mean one party has to pay for that information. Decisions made on this joint loan also need to be joint decisions with both parties equally participating in the loan decisions. Neglecting to include one of the borrowers is not providing equal rights or access to the loan information, loan activity or loan changes. I have offered to pay the processing fee for the release of liability request. If the request is denied, I understand that fee is refundable. I am putting this in writing to ensure that the fee is specifically refunded back to me. Since there has been an ongoing breakdown in communication and lack of information provided to the second joint borrower, I want to ensure equal access is provided to both borrowers, and their rights are not being neglected or denied. Furthermore, I am putting my requests in writing to ensure they are aware of my requests as joint borrower.

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