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If I understand your question correctly, the check was paid once (on the 2nd) and then was re-presented for payment two more times (causing it to bounce the 2nd and 3rd times). If so, your friend needs to present their mortgage company with three things:

1) a photocopy (front AND back) of the cancelled check
2) a copy of their bank statement showing the check paying
3) a letter from their bank admitting their error

Keep track of the dates/times/names of every phone call they make. If the mortgage company still doesn't resolve the situation, ask the bank's manager to make a phone call to them. Ask to talk to a mortgage company supervisor.

I would hope that the mortgage company would rather resolve this than refuse future payments.

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