Consumer complaint received 2023-05-08
Company: Security National Financial Corp
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We were behind a payment in XXXX and went to pay XXXX 's payment but made a mistake on the deposit for the account the payment was coming out of, causing it to bounce. When we realized the mistake we called our mortgage company about the XXXX week in XXXX and spoke to a XXXX XXXX. She said we would have to send in a cashier's/ certified check, or money order and gave me the address to send the XXXX and now XXXX payments to. I got that arranged and completed the following week and XXXX mailed the cashier 's check for XXXX and XXXX 's payment to the address she gave us on XX/XX/XXXX. I called my mortgage company again to let them know it was done and that I'd be getting the XXXX payment done within the following week or XXXX and let them know when it was express mailed. The postal service shows their mail room received the payment already sent on XX/XX/XXXX. I then sent in XXXX 's payment on a cashier 's check through express mail on XX/XX/XXXX which shows they received on XX/XX/XXXX. On XX/XX/XXXX I obtained a cashier 's check for my XXXX payment. I called in that day to let them know that I had sent in XXXX 's payment, had XXXX 's to send in that day and to make sure they had accounted for the XXXX & XXXX payment I had sent in a couple weeks prior. They informed me at that time that they were not showing those payments, or receipt of that check. I gave her my tracking #, check # and amount. She was having technical difficulties but said she had notated my account and they would look into that first check I had sent in for XXXX & XXXX 's payment. She said to call back after the XXXX 's payment was revived, which according to USPS was to be the next day. I told her I was going to hold on sending in XXXX 's check until the other XXXX were accounted for on their end and she said she understood. I called back XX/XX/XXXX and spoke to a XXXX then to a XXXX XXXX and they didn't show either checks sent in even though XXXX showed receipt by their mail room. XXXX said they would do some research and to call back in a few days. I told them I was concerned about sending in the check for XXXX 's payment until we figured out what was happening to my checks and he agreed that I should wait until they had figured out what happened with the other checks. I wasn't able to call back until the following week, XX/XX/XXXX. They still weren't showing receipt of the payments and no information given that anyone had looked into it at the office that recieved the checks. I confirmed the address I sent the checks to was correct, that the correct loan # was on the checks. They asked for the tracking and check information again and said that they might need me to get new checks sent in. I told them that since they were cashier 's checks, as they had requested, and we didn't have the original checks, that my credit union would not allow a stop pay for 90 days and due to this, we really needed to have help finding where they had put my checks. He kept telling me about how I needed to make my payments or start making my modification payments. I told him I didn't need a modification that I had all the payments to current if they could just find the other XXXX checks I had sent in. He said that if I could " catch it up '' that he might be able to get a XXXX to allow me to do a check over the phone or something like that and then asked if I could do the total amount since XXXX and I replied with, yes, if they could find & account for my payments already sent in. He then said, so you can't make all the payments. I told him I didn't have money to make double payments for the months that were missing at their offices. I asked what my options were. He mentioned that if I made the modification payments they could restructure my loan after 3 months to a different, possibly higher, interest rate and possibly longer term. I told him this was unacceptable since I had been following their instructions to get things caught up since XXXX and had made the payments according to their instructions and was able to make my regular payments that day if they could just find my payments I had already sent in to them. We didn't come to a solution. I told him I felt it was down to either speaking to a manager or hiring an attorney. He didn't put me through to a XXXX, so I told him I'd be contacting my credit union to see if they could make an exception on doing stop- payments on the cashier 's checks they ( my mortgage company ) couldn't find and then call them back after I made a few phone calls. 
I'm so concerned because I have made payments to them according to their instructions and they are accounting for them, and everytime I've called in it's like I'm back to square one. They don't ever seem to have had a team look into it, even though they said they would, or at least they haven't reported any findings on that research, and now they're talking possible foreclosure or at least modification of my mortgage terms. I don't get anywhere further to fixing this, even after multiple calls. I feel as though they are working against resolving this as " catching up '' my payments but are instead forcing me into a modification scenario. It would be XXXX thing if it was just XXXX check they had misplaced or lost but two seems like some kind of confusion has happened on their end.

Company response to consumer: Closed with non-monetary relief