Consumer complaint received 2020-11-18
Company: Security National Financial Corp
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2020 I refinanced my mortgage to Security National Mortgage Company ( SNMC ). I initiated bill pay through my personal checking account with XXXX XXXX XXXX XXXX XXXX XXXX XXXX to ensure that payment be made by the due date every month. The first two payments initiated in XXXX and XXXX were sent, however, I had mistakenly entered the wrong PO Box for SNMC, although the recipient was correct and all other information except for the PO Box XXXX The correct PO Box is XXXX and the PO Box entered in error was XXXX. 
Check numbers sent for these payments are XXXX and XXXX ( images also attached ) were sent to the incorrect address that I had entered in error. The recipient of the check was XXXX XXXX XXXX payment - Check number XXXX was processed XX/XX/2020 and cashed by XXXX XXXX on XX/XX/2020. 
XXXX Payment - Check number XXXX was processed on XX/XX/2020 and cashed by XXXX XXXX on XX/XX/2020. 
I identified that my payment for XXXX had not been received on XX/XX/XXXX, at which time was too late to cancel the next payment processed XX/XX/XXXX. After identification of the incorrect PO Box , I canceled the auto pay. In XXXX I paid additional funds to ensure that my mortgage stay current/paid. 
I contacted XXXX to confirm location of the checks and they provided me the check images. Since then, I have initiated contact with XXXX XXXX to retrieve the funds but have been unsuccessful. I since learned from XXXX  that an affidavit of forged endorsement would be needed to have the funds returned to the SNMC, however, SNMC is required to sign the documentation as they were the recipient of the funds that were not received and cashed incorrectly. 
I have been in contact with SNMC since XX/XX/2020 to request SNMC complete the affidavit. I have contacted SNMC on a weekly basis at minimum ( 28 times ) and have received no assistance. I have attached a document with a timeline of attempts for your reference. On XX/XX/XXXX, I was finally able to make an additional payment to bring my loan current on condition that the late fees incurred in XXXX and XXXX would be waived by SNMC. I made payment at that time to make my mortgage current and was informed the fees would be waived. Only one fee was waived and the other fee of {$79.00} still reflects on my monthly statement. 
On XX/XX/2020 I was informed by SNMC that the affidavit would be completed and sent to me on XX/XX/2020. I contacted to confirm status of the affidavit on XX/XX/2020 and was informed that work order had been closed, but it was not apparent that the affidavit had been signed and completed. She transferred me to another department to receive additional details and was only able to leave a voicemail. I still have not received a call back. I have {$3700.00} that was intended for my mortgage with an unknown company. In addition, I have experienced consumer harm as I have had to ensure my mortgage payment remain current by using additional resources. This is an unacceptable level of service during 'normal ' times from SNMC. During these unprecedented times with COVID 19, the uncertainty of the economy and employment concerns I need to have these funds applied appropriately.

Company response to consumer: Closed with explanation