ComplaintsforBSI Financial Services
Loan Servicing
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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a VA home loan with BSI Financial. I lost my job at the tail end of the pandemic and had to move from my home. The home was going to go into forclosure and I filed an appeal with the company. The company paused the foreclosure until they came back with a solution that they thought fair. It had me paying all of my escrow items. I still cannot afford that as I am still recovering from unemployment. I have a person who is willing to make payments on the house until such time as it sells or he buys it. I have asked BSI to reset the loan due to this and they have not. BSI continues to ROBO call me just to put me on hold for greater than 5 minutes so I am not able to speak to anyone. I have had no emails from my single point of contact. There has been no direct communication from the person who is supposed to be supporting me and the company ( Single point of contact). I would like the company to actually reach out to me via email and set up a time to contact me.Business response
04/23/2024
The response was mailed directly to the borrower today, 04/23/24 via regular mail. Please allow time for the response to arrive.Initial Complaint
03/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
*** made a mistake on my house payment ****** to ******. Because they used wrong insurance on the we had travels insurance for 2 days and went back to ********** they had not changed the house payment yet .and they say were 26?days behind we pay on timeBusiness response
04/15/2024
Hello, the response letter was mailed directly to the borrower's attorney on 04/15/24. Please allow time for the response to arrive.Initial Complaint
03/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello ***,Re: Escrow ********** I called your office at ************** numerous times beginning in December of 2023, and more recently on 2/19/2024, 2/20/2024, 3/4/2024, 3/11/2024, and 3/20/2024. I was informed in February through a phone call that "once I submit the homeowner's insurance, the *** and the additional mortgage balance will be removed", this didn't happen.In my subsequent calls about the payment due March 1, which should be $*******, I was informed that "it takes time to recalculate my balance by the mortgage department, and that once I pay the $3925.46, the april statement will reflect the correct amount, which is *******. This didn't happen.In more recent calls on 3/11 and 3/20, I was informed it "takes more time for them to recalculate and if I pay the $3925.46 due April 1, then the statement will be recalculated for May 1. In addition, the *** representative confidently claimed that a "new statement has been issued on 3/14/2024", to which I requested a copy sent to my email, I received nothing. Based on all the previous correspondences by phone with ***, I simply do not get a straightforward answer and find it hard to trust their answers by phone.I have the following question and request your prompt response.Escrow (Taxes and/or Insurance): ****** indicated on mortgage statements with statement date 2/15/2024 and 3/11/2024, how is this amount calculated, what is the total amount of this "escrow amount due that includes taxes and/or insurance)? Why hasn't this been removed from the monthly mortgagement statements for 2/15/2024 and 3/11/2024?*****************Business response
04/17/2024
Hello, please see the attached.
Customer response
04/23/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have a mortgage with BSI. We have a significant homeowners insurance claim. Check was made out to us and BSI. We mailed the check to BSI in early December 2023 so they could endorse it and send back to us. BSI had requested an inspection to insure the work we had done was completed. We passed the inspection 100%. BSI continues to hold our funds insisting they need additional information from our insurance carrier in regards to the claim. We have even had two additional inspections also passing 100%. BSI continues to hold our funds for over three months.Customer response
04/05/2024
we received our check from BSI this weekBusiness response
04/11/2024
Hello, please see the attached. We are still investigating this matter and will be providing a more detailed response within 15 business days.
Initial Complaint
03/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I do not understand how I got a seventy five thousand dollar charge that I had to pay off from this company.Business response
04/02/2024
Please see the attached.Initial Complaint
03/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My loan was paid off by an other mortgage company around end of Jan 2024 and I did receive my escrow funds back, but I have been calling from last month regarding my payoff amount I initially paid and not getting any definitive answer and associates who ever are attending the calls are answering recklessly.It's been 2 months and I still did not receive my funds back. what is going on here??????????????????Business response
04/05/2024
The response was mailed directly to the borrower on 04/04/24. Please allow time for the response to arrive.Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BSI is my mortgage company. On January 1, 2024, BSI increased my escrow payments from $683.81 per month to $1,473.29 per month. My escrow payments cover my taxes and insurance. My insurance cost did not increase, so the entire increase is attributable to property taxes. At the current escrow payment, this would mean I pay roughly $17,679.48 yearly in taxes. The total taxes for my property for 2023 will total $8,534.18.BSI is charging me more than double what my taxes cost. I have reached out to them on 2 separate occasions to resolve this issue, but BSI has ignored my attempts to contact them. On my last attempt to contact them I gave them 10 business days to respond before I filed this complaint with the BBB. To date I have still not received a response from BSI. To resolve this, I want BSI to contact me to explain why there is such a large discrepancy in the charges, change the amount in escrow I am being charged, and reimburse me for the over charges.Business response
04/04/2024
Please be advised that an extension letter was mailed directly to the borrower today via regular mail as BSI needs additional time to finish researching and preparing a response. A response will be mailed to the borrower by 04/25/24.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have made numerous calls to this business waited on hold for over 30 minutes twice to have the phone go dead. Finally get to speak with someone about getting s payoff letter and have yet to receive called back again and wait another 23 minutes phone gets disconnected. Call again opt to have a call back, they call back and supposedly cant hear me so they hang. I cant close on this property with out the payoff letter . It ridiculous that i cant get this information.Business response
03/22/2024
Please see the attached.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 5 2023 my mortgage payment cleared from my ***** ********** in the amount of $1432. I recently uncovered that BSI reported my mortgage as 30 days late for the month on May 2023. I have contacted BSI several times and even included proof that the mortgage was paid on time but they have yet to remove the error on my credit. I have asked my issue be escaped but the agent I spoke to today 3-11-24 refused to escalate my concern. All I am waiting is my mortgage payment to reflect as being paid on time and the 30 day late be removedBusiness response
03/26/2024
Please see the attached.Initial Complaint
03/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Thank you Better Business Bureau for providing a platform to assist me in resolving my issue.I have exhausted all resources in working with this company. I learned earlier on that my emails never get returned, and thus I have resulted in contacting them by phone only. This way, my calls are recorded, dates, and times of my calls can easily be pulled to confirm my attempts to work with them. I received a letter in November stating my PMI has been removed from my account. BSI ******************** continued to charge my November and December payments. I received reimbursement for the November PMI. However, I have not received anything since. Also, there was a check issued for $169.96 that I have never received. I have contacted them multiple times via phone for this as well.Im requesting an audit of my account to ensure I have received all reimbursements owed to me.With appreciation,***********************Customer response
03/12/2024
Please disregard this complaint. Ive been trying to communicate to you that I received the check on the day I submitted the complaint.Apology for the inconvenience,***********************.
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Contact Information
Customer Complaints Summary
357 total complaints in the last 3 years.
87 complaints closed in the last 12 months.