Consumer complaint received 2016-12-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PROVIDENT FUNDING ASSOCIATES
State: CA

Complaint narrative:
XXXX I made a payment and thought I set up auto payments. It appeared to me that it was done. On XXXX I was sent a late charge and was upset, called and made an immediate payment and asked for the late charge to be removed as it was my impression it was autopay. I have not paid a mortgage late in my life and have no intention to now. from there they refused to remove it, write lengthly responses and fail miserably to understand the simple economics XXXX lessons ... 1. the live time value of a customer is tremendous, 2. the customer is always right 3. XXXX dissatisfied customer is going to tell thousands here is what they sent me. 
Case Responses Entry Date User Response XXXX/XXXX/2016 XXXX XXXX XXXX Resolution Rejected I reject your verbose response. XXXX I attempted to enroll in autopay and for some reason it failed. Let 's just see how much you want to XXXX me off. CPCB might like to have this on their site for consumers to see just how much you can write about something rather than simply taking care of it. I will never pay that amount and over the next 178 months you will most likely spend way more time and money asking to pay it. case is not resolved XXXX/XXXX/2016 XXXX XXXX XXXX XXXX Dear Homeowner : Provident Funding has received your correspondence dated XXXX/XXXX/16 in which you request a waiver of the XXXX/XXXX/16 late charge. Firstly, 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 only when we have made an error. Due to the 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 waiving of late charges. 

According to the terms of the Promissory Note that was executed at the origination of this loan, a late charge will be assessed if your payment is not received by the end of 15 calendar days after the XXXX of the month due date. It should be noted that all payments are posted as of the date they are received in our office. We have conducted an investigation of this matter and have confirmed that on XXXX/XXXX/16, you made an online payment for your XXXX/XXXX/16 monthly mortgage amount due. However, you did not enroll in our monthly autopay system ( ACH ) on that day. Our records reflect that your payment due XXXX/XXXX/16 was not received until XXXX/XXXX/16, and that no errors were made by Provident Funding. Therefore, we are unable to accommodate your request to waive the XXXX/XXXX/16 late charge. 

It should be noted that you have enrolled in ACH on XXXX/XXXX/16 through your online account and the next draft will occur on XXXX/XXXX/16 for your monthly mortgage payment due on XXXX/XXXX/16. 

You may submit your late charge payment and/or your monthly mortgage payment through your online account. These services are free and post same day when payments are made on a business day by XXXX. 

Please be advised that you may reach a customer service representative by dialing XXXX XXXX XXXX XXXX option XXXX between XXXX and XXXX XXXX Monday through Friday. 

You have a right to request certain documents that may have been relied upon in reaching this decision. If you would like to obtain a copy of the information on which our decision is based, please send written notice to the address below. 

If you need further assistance, I can be reached at XXXX XXXX XXXX XXXX XXXX Ext XXXX. 

Sincerely, XXXX XXXX. 
Customer Service Department www.provident.com XXXX. XXXX XXXX, XXXX XXXX, CA XXXX Phone ( XXXX ) XXXX - Fax ( XXXX ) XXXX, XXXX XXXX to XXXX XXXX Mon-Fri Send Payment to our Processing Vendor : XXXX. XXXX XXXX, XXXX XXXX, CA XXXX

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