Consumer complaint received 2024-11-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
XX/XX/XXXX Loan # XXXX RE : INSURANCE LOSS DAMAGE FROM XXXX ( XXXX ) - Hurricanes- XXXX XX/XX/XXXX, XXXX XX/XX/XXXX an XXXX XX/XX/XXXX. 
SERVICER REFUSED TO GIVE ME AN ADDRESS WHERE TO SEND MY INSURANCE PROCEEDS CHECK -FOR DAMAGES TO REPAIR MY HOME, IVE OWNED SINCE XXXX. 
I called XXXX XX/XX/XXXX XXXX. to get an address where to send priority mail my insurance proceeds check in the amount of {$12000.00}. I was told the claims dept is closed today, you can call them back on Monday to confirm information at XXXX. I called this am XX/XX/XXXX spoke with rather rude employee XXXX whom refused any sort of ID # just said XXXX office. I asked for a physical mailing address to send my insurance proceed check to. She flat out refused to give me the address! She wanted to text me link I advised her NO I want the address to mail it in. I again asked for the address. She refused. Asked me to call back in 3 days? For what? She had a fake phone # listed for me XXXX I never changed this to my number. I had her correct the phone # XXXX ( I am ONLY AVAILABLE XXXX XXXX  TO XXXX  XXXX  XXXX XXXX XXXX  OR AFTER XXXX ON XXXX  DUE TO WORK. I asked for manager/supv. She put her friend I presume on the line, XXXX a resolution team person HA! ( also another person who said no ID # XXXX worked in XXXX. He also refused to give me an address to send in my XXXX insurance damage XXXX. I asked him why? Ive never heard of such BS. I just went thru XXXX back-to-back hurricanes and have been displaced from my home MANDATORY evacuation from XXXX XXXX and was able to return returned XX/XX/XXXX. He did state my account is past due and that is why they cant assist XXXX I hope u go thru XXXX XXXX XXXX evacuations and see how you manage. This was due to a NATURAL DISASTER A not a XXXX  ran into the side of my house XXXX  XXXX. THIS CO HAS BEEN A NIGHTMARE TO DEAL WITH. He stated he had to send some request somewhere to do something XXXX nothing else he could do, but tell me call back in 3 days, WOW!!!! POOR POOR SERVICE Is this how you train people to assist people in a natural disaster? Im currently on some stupid forbearance til XXXX because of the XXXX ( XXXX ) hurricanes so Im told. I made a payment on XXXX  XX/XX/XXXX XXXX payday. I have had extensive out of pocket costs to protect this home and repair part of fence so pool is not exposed for liability reasons, I had to trash most of my tools and items in the shed ( which must be replaced ). You can see in the front yard all the belongings are still piled there as no one is picking up the debris from storms. It stinks here! Ive paid XXXX different tree people to cut the palm out of driveway and palm off my neighbor 's fence, ( but I loved your XXXX  from XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  that stated no damage and you think you are going to sell my home out from under me XXXX XXXX ) With a picture from XXXX at an angle with tree cropped out and no picture of right side of the home. Real quality people you use. Im not sure what to do at this point, seek legal help. Do nothing.? Let it deteriorate to the point of no return? I need to speak with a professional in the claims dept that can put their nasty feelings and hate of their job aside to assist me and do their job. I need information as you are about to give me a XXXX XXXX over this mistreatment, Im an elderly person and am starting to see a pattern here of elder abuse mistreatment and misleading information by your company and employees. Do you time their calls or something as they always are in such a rush to get off the phone. You really think you are going to take my home from me and steal my insurance proceeds so I can not fix the home. Not going to happen. If you'd like to provide the necessary information before I go legal on your co. I suggest you do it in a timely fashion, SHAME on you for treating the elderly so BAD. I will also forward a copy of this complaint to XXXX. Attorney General and your CEO.

Company response to consumer: Closed with explanation