Consumer complaint received 2025-12-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
In XX/XX/year>, I reached out to my mortgage company prior to missing a payment to advise of medical hardship. At the request of the mortgage company, I submitted documentation to request assistance ( specifically to put a few months payment to the end of loan ). After submitting several requested documents, with the assistance of a XXXX representative, I received several conflicting statements from representatives of the mortgage company, from not receiving the documentation and that it was being reviewed. After submitting the information to the mortgage company approximately 4 times. XX/XX/year>, I was told that all information was received and was under review. In XXXX of 2025, I received a letter stating that I was eligible for a repayment plan, with the first payment due XX/XX/year> in the amount of {$2300.00}. To avoid foreclosure proceedings, I agreed to the repayment because I had applied for mortgage assistance through another agency and had not gotten information from them with a definitive decision. On XXXX, I attempted to make the requested payment online, but was unable to as my account was blocked. I called and spoke to a representative by the name of XXXX who stated that I had to send through " XXXX '' at XXXX as XXXX funds. On XXXX I went to XXXX and XXXX the information provided by XXXX for XXXX and city code with the stated amount. The payment was guaranteed to reach the company on XXXX as agreed through the repayment plan. On XXXX I called and spoke with a representative who stated that the payment was received and pending posting to my account. ( Note : During all of these contacts, I was told through written and verbal information that I was assigned a Relationship XXXX by the name of XXXX, whom I requested when calling ( never available and never received a call back ) On XXXX I checked my account and saw that it was still in a delinquent status and payment had not posted. Call and spoke with XXXX who again stated that it was pending posting. I asked to speak with a XXXX and spoke with XXXX # XXXX, who then stated that the payment was rejected because it was not received as guaranteed funds and was returned to the company through which the funds were submitted. XXXX stated that as of XXXX the funds were returned and the repayment plan was closed and no longer available to me. I called the quik pay company who stated they have not received the returned funds and it could take up to XXXX " business days ''. On XXXX called XXXX XXXX XXXX XXXX and was told that they still had not received confirmation of returned funds. Called the mortgage company again and spoke with XXXX who stated that she showed that it was indeed returned the repayment offer was cancelled. I requested information to show when it was rejected and where the funds were returned. I was told that the information was sent stating the funds were rejected. I did received a letter stating that the funds were returned, but the reason given was that it was for the wrong amount. On XXXX, I made another call to both XXXX XXXX  and the mortgage company XXXX # XXXX. Again I was told quik pay did not have information for return of funds and mortgage company again stated it was returned on the XXXX. On XXXX XXXX XXXX XXXX XXXX  and spoke with XXXX who XXXX to XXXX XXXX XXXX XXXX XXXXho stated that the monies were returned on XXXX and not XXXX. At this point, I have not received the returned funds and the mortgage company is adamant that they will not offer the repayment plan as they noted on my account that I did not send the funds in a timely manner. Please advise how or if this can be resolved. As of XXXX, I have not received my funds back.

Company response to consumer: Closed with explanation