I received a letter dated XXXX XXXX in the mail from Provident Funding on Tuesday XXXX XXXX. The letter stated that my mortgage payment had been received, but that it was being returned because it was not for the full payment amount and that if payment was not received by XXXX XXXX ( already in the past ) I would be charged a late fee. I immediately got on the website to try and make a payment, but the website would not allow me to make a payment. I tried to submit a request to be contacted, as it was after business hours, but the website would not allow me to submit the request. The website simply was not working. On XXXX XXXX I called the customer service line and was told the wait time would be 2 minutes. After being on hold for more than 18 minutes I received a live person. After a painful phone call and several more waiting periods we found that the website truly was not working and I could not make a payment online. Therefore the fee to make a payment over the phone was waived, but the late payment was not. Provident states they sent a notice of my payment change. While I understand this may be true, the fact is I never received the notice, nor was it showing online as I clearly pointed out to the customer service representative who was on the phone with me while I logged in and was unable to get access to anything. With my perfect pay history to date and the fact that I sent my payment on time ( less the apparent change in escrow given the XX/XX/XXXX escrow analysis ) I am shocked that Provident will not step up to their multiple issues and waive the late fee. Their poor process and failures include : returning a payment, poor customer service, non-functional website, untimely delivery of a late notice and possibly not sending and escrow analysis change. 
