Our PMI dropped off of our mortgage payment changing the amount owed for XXXX 2015. I was waiting for our payment coupon book to be sent to make the payment. This is how I have always paid our mortgage for the two plus years we have been with Provident Funding. When I did n't receive the coupon book I call Provident Funding on XX/XX/XXXX, to ask what was happening. The customer service rep. informed me that the new book was ordered XXXX XXXX and I should receive it in the mail by the end of the week. That was all he told me. I finally received the coupon book XX/XX/XXXX ( Sat. ). I mailed the payment in on XX/XX/XXXX ( Tues ), due to the XXXX XXXX on Monday. I knew the grace period was up on Friday XX/XX/XXXX, but I hoped the check would make it in time and since they had sent the coupon book late I felt reassured that they would n't charge me a late fee, since the delay was caused by Provident Funding not issuing my new payment book in time. Provident Funding did not receive the check by XX/XX/XXXX ( they cashed it on XX/XX/XXXX ) and have since charged me a late fee. I called several times to explain that it was n't my fault it was late, but they refuse to wave the late fee and say I should have paid online. I explained that I was never advised to do that. I always pay with the monthly coupon book. I was treated poorly by all the costumer service reps. One supervisor even suggested I was lying about calling on XXXX, even though I called from my cell phone at XXXX XXXX ( EST ) and have a record of that and provided them with that information. They say they ca n't locate that call. They told me they could n't wave the fee, then admitted they could. When I asked under what circumstances would they wave the fee, they replied " When Provident Funding is found to be at fault. '' I pointed out that they were at fault when they ordered me my payment book the day after my payment was due. They were forcing me to pay late. I got no where with them and am complaining because of the terrible way I was treated. 
