Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ

Complaint narrative:
Company : Select Portfolio Servicing , Inc . I am filing a complaint regarding improper mortgage servicing, misapplication of payments, and incorrect late fee assessment by Select Portfolio Servicing. In XX/XX/year> I mailed my mortgage payment as usual, on XX/XX/XXXX. I later discovered on XX/XX/year> that the payment had allegedly not been processed. I was informed by representatives that the check had been received but was considered illegible, yet I was never notified that the payment had not been processed. I only discovered the issue after my credit score dropped due to late reporting. Immediately upon learning this on XX/XX/year>, I sent a replacement payment for XXXX. My XXXX payment had already been mailed on XX/XX/year>. A payment of {$6200.00} was debited from my bank account on XX/XX/year>, which was within the grace period that extends until the XXXX of the month. Therefore the XXXX payment was not late. However, the servicer appears to have misapplied payments and assessed late fees incorrectly. They later stated that a payment received XX/XX/XXXX was applied to XXXX and considered late, despite the fact that a payment had already been cashed XX/XX/XXXX, according to my bank records. Additionally, I have received conflicting explanations from the servicer regarding the XXXX payment. Representatives told me the XXXX check had been received but was illegible and therefore not cashed. However, the companys written response later stated that no payment was received in XXXX at all. I have made numerous phone calls since XX/XX/year> attempting to resolve this matter. During recorded calls on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, representatives confirmed that the late fees were improperly assessed and advised that the XXXX late fee would be waived. A representative even stated she was reviewing whether the fee would be refunded directly to me or credited to my mortgage account. Despite this assurance, the late fee has not been reimbursed. In addition, there appears to be an ongoing issue with how my payments are processed. Each month I mail my mortgage payment at the beginning of the month, on the first. Despite this, I repeatedly receive automated notices stating that my payment has not been received, requiring me to call the servicer to confirm that the payment is in their possession. The checks are frequently not processed until the last days of the grace period. This repeated pattern raises concerns about the timeliness and handling of mailed payments and whether delays in processing could contribute to improper late fee assessments. I am requesting : Reimbursement of the XXXX late fee as promised A detailed accounting of how my payments were applied Correction of any inaccurate payment reporting Clarification regarding the conflicting statements about whether the XXXX payment was received or rejected The handling of my payments and the inconsistent information provided by the servicer indicate significant servicing errors that have caused unnecessary financial harm and credit impact.

Company response to consumer: Closed with explanation