Consumer complaint received 2019-01-10
Company: SecurityNational Mortgage Company
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been a loyal customer of Security National Mortgage for years and never missed a payment. AroundXX/XX/XXXX of 2017, my property sustained water damage from a crack in the outside stucco. I filed a claim with my insurance company and they paid me the proceeds while placing my mortgage company 's name on the check. The mortgage company requested numerous documents before disbursing the money to me for mold remediation and subsequent repairs. 

I complied with their requests and submitted all of the information they requested. Along the way, I was frequently told that Security National did not receive a document when I clearly had proof of sending it. Additionally, they continually asked for new documents they never requested beforehand, causing the repairs in my house to be stalled for approximately 8 months. 

I repeatedly called the property damage insurance claim line and asked to speak with managers. The managers were of absolutely no assistance and never returned any of my calls. 

One day, a representative from the unnamed third party company handling my claim on behalf of Security National discovered there was mold damage reported with my claim. They subsequently assigned me two claim numbers for my property damage claim. ( SIDENOTE : Many of the individuals at the call center admitted to me this was done in error but still have not fixed this particular issue ). They claimed this was the first time they discovered this despite the fact that I informed Security National numerous times via telephone and written documentation that there was mold on my claim. I was subsequently blocked from using Security National 's website and they sent me a packet with all new information that had to be physically mailed to their office, delaying the claim by several more months. 

I continued to speak with managers who were unable to provide assistance or call me back. 

Finally, I received some of the proceeds and repairs began on my house. Security National requested that I coordinate an inspection so they can look at the repairs. I complied and set up an inspection. On the day of the inspection, I waited approximately an hour for someone to show up. I then called the inspector and she informed me my inspection was cancelled for an unknown reason. 

I called the third party company demanding an answer for why the inspection was cancelled and they were unable to provide me any answers. I subsequently called the customer service line of Security National Mortgage and spoke with Customer Service Manager XXXX XXXX. She assured me she would handle the issue. 

Several weeks went by and i heard nothing from XXXX despite leaving her repeated messages. 

I called the customer service line again and spoke with another manager named XXXX. I had to arrange for another inspector to come and inspect my property, causing me undue delay and lost income. 

I kept following up with the third party processing my claim on behalf of Security National and found  out they were issuing a check to me for the remaining proceeds to pay for the rest of the work to my house. However, it was revealed that they erroneously placed the name of my mold remediation company on the check so that I could not cash it. 

I called XXXX again demanding an answer and status on my claim but she continued to fail to call me back. I then spoke with a manager named XXXX who works in the same department who was unable to assist me as well and also failed to return my numerous calls. 

At all times, Security National Mortgage Company has engaged in a process of undue delay coupled with staggering incompentency and apathy in properly processing my property damage claim. I am now short several thousands of dollars in paying for the repairs to my house but Security National Mortgage Company has failed to disburse the remaining proceeds that are owed to me, even after I complied with all of their requests. 

Security National Mortgage and its representatives have repeatedly wasted my time while causing me great personal anguish. I want this issue resolved once and for all. Despite my patience and simply request for a solution, they have continued to show wanton apathy in properly handling my claim.

Company response to consumer: Closed with explanation