I actually called Provident to let them know that I was going to be about 1 week late in paying my mortgage and ask them to waive my late fee (my first late payment with them and I have a great credit score.) They flatly declined, said there was no supervisor I could speak with and refused to give me any type of alternative. This is the first time I ever had this type of response and couldn't believe it. I have since asked for a loan mod package and it's been 2 weeks with no sign of the documents. Guess what, they aren't available online and they won't email me anything. So I've asked for the package again. It's a shame that companies get away with this type of service. I guess it's on to the BBB and more postings!