Consumer complaint received 2023-06-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
Following an insurance settlement payment for damage from XXXX XXXX, I was instructed to send my settlement check to my mortgage servicer ( Select Portfolio Servicing ( SPS ) ). SPS requires all requests and disbursement of insurance settlement funds to go through a website ( insurance claim check.com ( ICC ) ). I received my initial draw without issue in XX/XX/2023. On XX/XX/2023, I was notified by XXXX that I had been approved for another disbursement and that it would take XXXX days to process the check. 

On XX/XX/2023 I contacted XXXX to inquire about the status of the check and was informed that that the check was requested but never issue. The representative at XXXX stated he would submit an inquiry to determine what happened and someone would contact me within XXXX days. I did not receive any call back within XXXX days. 

On XX/XX/2023, I contacted ICC again to check the status of the disbursement and was informed that a check was issued on XX/XX/2023 and sent to my home address by XXXX. No tracking number was available. 

On XXXX/XXXX/223, I again contacted ICC since no check had been received. The representative transferred me to a Resolution XXXX ( XXXX ) who had no update but did confirm that no check had been issued. She submitted another inquiry to see why the check had not been issued or sent. 

On XX/XX/2023, I again called XXXX and the representative had no update available. She elevated the inquiry to her supervisor ( XXXX ) and assured me I would receive a return call, however, that did not happen. 

On XX/XX/2023, I again called XXXX and spoke with a representative who again transferred me to a Resolution XXXX ( XXXX XXXX who stated they were waiting on upper management to release the funds. She indicated she would call back at XXXX. 

XX/XX/2023, I received a call back from XXXX at XXXX who reported there was no update but she would call me on XX/XX/2023 to provide an update. 

XX/XX/2023 I did not receive any call or update from XXXX. 

XX/XX/2023, I again called XXXX and spoke to a representative who transferred me to a Resolution XXXX ( XXXX - who I had spoken to on XX/XX/2023 ) who advised me there was no update available. She elevated this to her supervisor ( XXXX XXXX and stated I should received a call back within XXXX - XXXX hours. 

It has now been 43 days since I was informed that additional insurance settlement funds would be released to facilitate repairs to my hurricane damaged home and nobody at XXXX can tell me when or if these funds will be released. 

I find it hard to fathom that a company entrusted with holding insurance settlement funds for victims of natural disasters can be this incompetent. It certainly appears that these tactics are intentional and likely benefit the mortgage company who is holding vast sums of their clients settlement funds in their own accounts, while making the process of getting desperately needed funds to those clients onerous and frustrating. As if being victimized by a natural disaster is not bad enough, people now have to endure further victimization by this unreasonable and unjust process. 

On XX/XX/2023, we also sent a complaint to the Ombudsman for Select Portfolio Servicing, but received no response.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation