Consumer complaint received 2023-09-09
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
I accidentally input the corporate XXXX XXXX from the top of my statement instead of the payments XXXX XXXX at the bottom. 
Called to check on why my payment wasn't applied to my account. They told me they did not receive any payment and to wait a couple days and it should show up. Payment was sent on XX/XX/XXXX, payment was due on XX/XX/XXXX, payment got applied on XX/XX/XXXX. The next month it happened again sent on XX/XX/XXXX and it's still not on my account as of today, XX/XX/XXXX. Not knowing that I inputted it into my bank account with the wrong XXXX XXXX XXXX instead of XXXX. 
I repeatedly called over and over again to try to solve the problem and they kept telling me they had no record of any payment ever arriving. They told me to call my bank and find out what happened. Later they told me to call my bank and get a proof of payment. after I sent the proof of payment they told me to call the XXXX XXXX. and I'm like What Why is the post office holding my mail only my mail that goes to you. 
I asked her if she can research what happened last month to my check she said she can't research it because it's not an issue we have your payment from last month. 
So after numerous telephone calls for 2 months of them trying to give me the runaround and have me call everybody but them. I figured out that I put in the wrong address in my internet banking app. and it went to the headquarters XXXX XXXX XXXX XXXX. They still continue to tell me that they do not have my payment and I should now give them a check number for the check. Not being as stupid as they must think I am. I know if you can find a check number in there that means that you're holding my check and making me pay more interest while you collect money off of my money. I'm smart enough to know that's another gimmick run around. because a million people have the same check number. so I told her check XXXX just to play along, just wonder what she's going to do with that check number? Haha, I just want to know where's my payment and why i s it taking so long to get applied to my account. if you send it to the wrong XXXX XXXX XXXX on the mortgage statement. I can't be the only person who did that. 
If it wasn't for me checking the mailing address again it would just keep happening forever and everybody would assume my bank takes XXXX to XXXX weeks to get them my money, while taking it out of my account on day XXXX. the second problem wouldn't have happened if somebody would have just let me know that I put the wrong XXXX XXXX on my check. I just want to know when they got my check and realized I had sent it to the wrong XXXX XXXX XXXX why didn't they call me why didn't they call customer service why didn't they put it in the system that it had arrived at the wrong place why did they give me the runaround and make me call XXXX XXXX  and try to get me to call the XXXX XXXX it was so frustrating that I couldn't sleep so I'm up writing this letter so I can get some sleep. I just want to know where's my payment and why i XXXX it taking so long to get if you send it to the wrong XXXX XXXX listed on the mortgage statement. I can't be the only XXXX who did that. 
I had to fight and argue with customer service while they blamed it on everybody but themselves while they had my payment the whole time. 

YES, my account number listed on the check. 

I figured why solve the problem when we're making money off charging people interest for XXXX weeks. Where is my check sitting now and who's basket waiting to be sent to the room down the hall. Both addresses are in XXXX XXXX XXXX Utah XXXX just XXXX different XXXX XXXX XXXX. 
XXXX XXXX one number different, yet they claim still don't have no idea where it's at.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation