Consumer complaint received 2021-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
I am on XXXX and my XXXX check came in late in XXXX it came on the XXXX instead of the XXXX and payments came out of my bank account that were charged late payments so I did not have the money to pay my mortgage that month I contacted the mortgage company and they put me on a covid relief thing and gave me until XX/XX/XXXX to catch up without interest so I did not pay the month of XXXX but I paid XXXX I went to the homeless coalition for XXXX and they paid that in the beginning of XXXX and then I made my XXXX payment. my family helped me and made 2 payments. I have made eight payments myself. In 11 months there has been a total of 11 payments.. every single month they harass me. they're adding on late charges they keep saying I am behind and I can't seem to get through to them they just won't listen they've hung up on me I'm just so frustrated and it's every single month and I'm XXXX and I can't handle this anymore I'm fighting hard enough to survive on XXXX and they keep saying this payment went to this month and this payment went to this month instead of just making this simple and seeing that I paid 11 months for 11 payments they claim the month of XXXX that they sent me a check back after I paid in full and I never received the check and I never cashed it and they said that was resolved and now they're bringing it back up I don't know how to resolve this I can not work with the company they they keep telling me I'm behind adding on all kinds of fees. They are ruining my credit and every single month I have to call and every month they tell me a different reason. I talked with a supervisor back in XXXX that figured out they sent me my XXXX payment back. XXXX  I don't know why they would have done that when I was paid in full and I never received a check and I never cashed it and I asked him to investigate to see if that check was ever cashed and they couldn't seem to figure out how to do that so they sent me another check and he told me to just send that back. That just confuses everything I was paid for XXXX and I never received a check back for it it was never cashed if they sent one would have solved everything and they said they were investigating it and everything was all set next month telling me I owe something else again different month simply paid XXXX and then I made 11 payments since then and that is a total of a year I am not behind and they refuse to just simply check the amount of months to the amount of payments. 
i have attached my bank statement showing 8 payment then add the 1 from the homeless coalition that helped me in XXXX and the 2 payments my family made in XXXX. That is 11 payments for 11 months. I also attached what they have sent as my payment history. I can't even understand it. I have had this morgage XXXX  years and never missed a payment till XX/XX/XXXX.

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