Phone merry-go-round of incompetence
THIS WAS ONE STAR, but revised due to Tammy. If not successful, I'll drop it back to one star.
SPS asked for hazard insurance paperwork that I've never had to provide before (10+ years) because the State of California and the City of Buena Park own the land (it's leased to me) and they cover the hazard insurance for the outside - like a condo (HO6). I called and asked the issue, and they said they needed that proof of coverage.
When provided - I called to confirm receipt and they acknowledged that. I was told to call back in a week if not contacted by SPS.
I waited a week and a half, called back and was verbally assured that it HAD been processed successfully. I asked for a letter revising the estimate now that they had the paperwork needed to confirm so that I had proof.
THEY JERKED ME AROUND ON THE PHONE, sending me from the main line to the insurance department (confirmed processing but couldn't provide documentation), transferred to "escrow" ("Jade") who hung up on me.
I called back and was told there IS NO escrow department, and there IS NO ONE NAMED JADE THERE! Disgusted at this point, I asked to speak with a supervisor.
I was transferred to Tammy, who said they can't issue a "letter" but agreed to issue an escrow statement that would reflect the correction and that there would be no additional charge each year. I hope she comes through, but SPS isn't consistent in customer service or RESULTS from hours of phone round-robin.
If they prove again to be unreliable, I'll be back here to put them back at a 1.
Date of experience: December 22, 2024
