Complaints

This profile includes complaints for BSI Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BSI Financial Services

  4200 Regent Blvd Ste B200 Irving, TX 75063-2237

  
• 

  BSI Financial Services

  7505 Irvine Center Dr Ste 200 Irvine, CA 92618

• 

  BSI Financial Services

  314 S Franklin St Fl 2 Titusville, PA 16354

• 

  BSI Financial Services Inc

  7500 Old Georgetown Rd Ste. 1350 Bethesda, MD 20814

• 

  BSI Financial Services

  314 S Franklin St Titusville, PA 16354

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company keeps billing me and I don't have a second mortgage with them. I called them and they said that my original mortgage sold my loan to them. I contacted my original mortgage and was told that they have not sold my loan to anyone,and if they did that they will notify me. I was told by my mortgage company to just throw away the statements. But now it's also showing on my credit report.

  Business Response

  Date: 04/24/2025

  Please see the attached letter which advises the full response letter was mailed directly to the borrower, today 04/24/25. Please allow time for the response to arrive.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed 1 payment due to my original loan company selling my loan without my knowing to *** Financial and missed another due to financialhardship and I haven't missed another payment since. I make my monthly mortgage payment on time every month and for the last year since missing the originalpayment BSI Financial has been reporting every month missed and paying my past due balance with my current monthly payments which has been taking a hard hit on my credit report/score. According to the Consumer Financial ***************** under federal rules "Servicers must apply your full payments to your account as of the day come in and not toward a past due balance". I've called several times to BSI Financial over the last year regarding this issue harming my credit and they contine to tell me I'm wrong. Under the *********** Settlement Procedures Act (RESPA) when my loan was sold/transfered withought my acknowledgement to BSI Financial, I was suppsose to be given a 60 ***** period for making payments and cannot be reported when missed which never happened and was reported. Lastly, BSI Financial refused to process my SCRA benefits to my loan, lowering my interest rates after I requested it, even though my loan was established prior to my ******************* date as stated under the federal law SCRA. This lender continues to disregard federal rules and regulations, and how they received an A with the BBB is misleading in my opinion seeing how I've been treated.

  Business Response

  Date: 04/10/2025

  Hello,

  Please see the attached. Thank you!

  Customer Answer

  Date: 04/10/2025

  I am rejecting this response because:   The facts for my complaint were mailed out allegedly. Also I received a response from BSI Financial from my complaint that was also submitted to the Consumer Financial ***************** which had several false statements by the lender. Regarding my SCRA Benefits, It was stated that my Active duty Orders took place after BSI Financial took over my loan, this is false, I provided orders that clearly states my Orders started April 22nd, 2024, my original loan servicer with ************************ started March 2024 and BSI financial took over my loan April 19th, ***************** their attached response which clearly shows my loan took place before my active duty orders therefore, ****, which is a federal law applies and their denial was unjust.

  Asked for my payments, I never received a letter in the mail stating that my loan was being sold to BSI financial, which is why I got behind a payment or two because I was never notified otherwise this wouldnt be happening. As stated in BSI financials attach response, the service dates for my mortgage payment are all, furthermore, I even called BSI financial customer service several times throughout the year to inquire about what was happening with my payments and I have the call logs and **************** stated that even though I make my own time payment on the first of the month that that payment will go towards my past due balance, according to the consumer financial protection bureau, they cannot do this, but since the company has done this throughout the year, they  reported nine delinquent payments which have destroyed my credit, even though Ive made on time payments. Everything this company has done to me has been morally wrong and has taken a significant toll on my financial stability and my credit, and action must be taken to correct these wrong doings.

  Business Response

  Date: 04/10/2025

  The response was mailed directly to the borrowers mailing address today, 04/10/25. Please allow time for the response to arrive.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home purchased in July 2023 and original loan sold to ***. Set up bi weekly auto pay per their choices on the website. Never late. Issue stated in December 2024 where they started taking late fees $100 late fee charge Dec 17, Jan 17, Feb 18, Feb 22, Mar 4 and March 18th. They cancelled the auto draft without notice due to the "late payments" even though they were taking the money out of our account on Nov 27, Dec 11, Dec 26, Jan 8, Jan 22, and Feb 5th They never processed the Feb 19 . It came to our attention on March 6 when we noticed the draft hadn't occurred for the last Feb payment and the March 6th payment. We were told they cancelled the auto draft because our payments were "late". Come to find out they were holding the payments unto both autodrafts were collected each month - causing the "late"charges. We paid the "missed" auto draft of $1637.22 on March 6th in order for the February payment to clear since they didn't apply any of the money they had in holding. And now, March 27 - we paid the total normal monthly payment for March of $23284.63 This has caused our credit score to go down due to their negligence in applying the payment to our account and in no way were we late until we noticed they stopped the autodraft without our knowledge. To note - when we called about the issue and to make the "missed" payment from the aurodraft the gentleman we spoke to did not speak english well and told us "they no longer do aurdraft" yet it still shows an available option on my account. We would like the late fees of $600.00 removed from our account as we were never late and the company was taking our payments as agreed when we set up the autodraft. We would also like the credit report to be updated as not late/paid as agreed. I feel they have done this maliciously and therefore, I am now unable to refinance the loan with a different mortgage servicer.

  Business Response

  Date: 04/14/2025

  Hello, please see the attached. A more detailed response was mailed to ***** ****** today. 

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I assert that I am not liable for the debt being reported. This issue arose due to an error in their system, as my account was set up incorrectly by their representative. Despite my efforts to resolve the matter by calling and requesting corrections, they failed to address the issue properly, resulting in three unjust late fees. I urge you to remove this misinformation from my credit report, as it does not accurately reflect my financial responsibility.

  Business Response

  Date: 04/03/2025

  Hello, please see the attached. We are still investigating this and will be providing a more detailed response within 15 business days. 

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BSI financial is constantly calling saying that I owe them for a mortgage loan that I do not. I am receiving past due notices. They have put negative marks on my credit score. I have never signed anything with them and now refuse to acknowledge them. I have 2 mortgage loans with ******. NOT ***

  Business Response

  Date: 03/25/2025

  Hello, please see the attached. We mailed a more detailed response to ****** ****** today. 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in July 2024 I was behind on mortgage payments trying to get Assistance to get caught back up BSI financial services put my house in aforeclosure status with a sheriff sale of March 20. I was assisted by the ***** and got a loan for the amount that I was back to payment was made on February 14 of 2025. I have called every other day to check to see if the foreclosure status was taking offof my accountand it has not. I called today, March 11th they told me that its still in the foreclosure status. They asked if I wanted to speak with a supervisor I said yes they putme on hold. They came back on the phone. I never spoke to the supervisor but they told me that they received the email about my and that it would be fixed by the end of the week. I have been dealing with this mortgage company since I bought the house in 2020 they do not ever answer their phones. They do not ever email you back. I dont know what to do if they dont take off the foreclosure status before March 20 is my house gonna be at a sheriff sale. They toldme my next payment is April 1 with a payment of 503.

  Business Response

  Date: 03/21/2025

  The full response was mailed directly to the borrower today, 03/21/25. Please allow time for the response to arrive.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have previously submitted multiple modification request that were approved, notarized, returned, recorded with the county, but NEVER updated to the system. Each time I am told the package was lost and I need to resubmit. This last time they returned a check of $30,000 which were payments during this process and have placed my home in foreclosure and refuse to communicate. Each time I call I am told its still in underwriting for several months again. Please help with them applying the previously agreed modification.

  Business Response

  Date: 03/25/2025

  Hello, please see the attached. We are still investigating this matter and will be providing a more detailed response within the next 15 business days. 

  Business Response

  Date: 03/26/2025

  Hello, please see the attached. A more detailed response was mailed to ****** **** today. 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage is through this company, and I have been dealing with its lost draft department on an insurance claim to ***lace my roof. I had reached out to *** for support on how to file the claim and get my insurance check endorsed. The first contact, the teller had me log into a portal and upload the statement from my adjuster and the check. She had given me the options to upload online or mail, I chose to do online. I asked multiple times are you sure I do not need to mail the check in, her response was no. I had not received anything back from them and waited about two weeks, then was unable to access the portal. I called, spoke to another *** and she told me I had to mail the check in with the adjustors claim. I filled a complaint at that time and asked her to go back and listen to the call and to make sure it was documented that the process was delayed due to improper guidance on ***. Then, I received a call from *** that they had not received the check. It was received sent priority mail and signed off by them on Feb. 26 at 3:34 pm. I was told multiple times this week that I would get a call back from a supervisor, they even scheduled times that they were going to call me twice, and I never received a call. I called today, and they still could not find the package and said I would get a call back by end of day tomorrow.

  Business Response

  Date: 03/13/2025

  Hello, please see the attached. A more detailed response was mailed directly to ***** *******. 

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Intentionally withheld information in order to change an entire month of interest to line their pockets. I did a mortgage refi, recorded 06JAN25. I didnt turn off my autopay to *** and my Jan ******* was drafted (I did not have to pay it). It was returned ***, I was not expecting to pay the mortgage for Jan. 03JAN25 - Payment sent to BSI 03JAN25 - Payment reversal from BSI 06JAN25 - New mortgage recorded, new mortgage company sends full payment to ***. On the 6th of Jan (3 days after my payment reversed), they should've sent the title company the updated payoff amount PULLED ON THE 6th. Instead, *** calculated my mortgage payoff, to include the kicked back mortgage payment for Jan. **** that said, the amount paid was a lower $ amount.13JAN25 - Letter received from *** stating mortgage was fully paid off. 22JAN25 - *** notifies the title company the discrepancy and reverses the full mortage payment. (They already showed they can do this same day from January 3rd payment). Instead, after receiving payment on the 6th, *** then held the payoff for 16 days before reversing it. I was notified by the title company on the 23rd about the situation and that there is a balance of the difference that I would need to pay in order to have the mortage fully paid off. During this period, they didn't tell the title company the amount extra owed until the 28th of Jan. ******* they were COMPOUNDING INTREST THIS ENTIRE PERIOD. After discussing my options with the title company, I ended up just paying off the entire amount because if it wasn't completely by 01FEB25, it would be seen as a missed payment on my credit. 29JAN25 - payment sent to ***, 30JAN25 *********** Summary, due to ***'s lack of communication I now had to pay 25 days of compounded interest ON TOP of a late fee.Interest should only be charged up to 06JAN25. The title company has consistently reached out to *** with no response. *** are crooks who intentionally withheld information to steal money from me.

  Business Response

  Date: 02/11/2025

  Hello, please see the attached. A more detailed response was mailed to ********* ****** today. 

  Customer Answer

  Date: 02/16/2025

  I am rejecting this response because:   This response is unacceptable. BSI financial has still failed to provide and information regarding the slowness of processing and waiting until the entire month on January interest to accrue prior to allowing any correction to take place. Additionally, they have again failed to provide an answer about the initial question of paying the entire accrued interested. 
  
  See attachments. 
  In Page 1, they have stated the *** reversal payments for November and December. Unsure why this was added, as this adds nothing to the question about the loan payoff in JANUARY.  The portion about when I deleted my Auto Pay is also again, IRRELEVANT. The new mortgage was posted January 6, 2025. Which again, is when the payoff statement should have been sent to the title company in order to get the correct payoff amount.
  
  In Page 2, they agreed that they received the payment on January 6th. They did not state on the account balance sheet provided in the original notification that the reversal of the January 3rd payment was reversed the same day on the 3rd. But they did admit to declining the Mortgage payment on January 15th. They are admitting to the 9 day period of receiving the payment, and waiting to decline the payment. They stated they sent notifications that my loan was delinquent for ******** referencing THE *** PAYMENT FOR THE JANUARY MORTAGE. They DID NOT state the notification that the mortgage payoff amount was incorrect and that a difference of balance was due. They AGAIN, did not notify my title company or myself until January 22nd. CAUSEING 14 more days of interest to accrue to their benefit. 
  On Page 3/4, This shows the payoff to the January 31st date in order to now allow my old mortgage to go past February 1st. The payoff amount to the 31st of January was $838,079.95. My title company sent *** a payment of $837,971.86 on 30 January. On Page 4, they showed the interest to January 31st of the amount $4997.34. THIS is the portion that I am questioning. The interest should only be charged up to the 06th on January due to their negligence and mistake of their own. THIS is the portion I am asking a response to on why interest is accrued up to the 30th of January (when final payment was sent) when the preceding mistakes of *** is what caused this whole situation to take this long in the first place. Again. BSI Financial intentionally took their time in order to charge almost the entire month on interest for their own gain and are crooks. 
  
  I AM ONCE AGAIN REQUESTING A REPLY FROM BSI FINANCIAL ABOUT THE ACCRUED INTEREST AMOUNT AND DATE TO WHY THE INTEREST WAS ACCRUSED TO 30JAN25, WHEN IT WAS DUE TO BSI FINNANCIAL'S SLOWNESS IN SENDING A CORRECT PAYOFF AMOUNT ON THE 6TH OF JANAURY, SLOWNESS IN PROCESSING AND HOLDING THE PAYOFF AMOUNT UNTIL THE 15TH, AND THEN HOLDING NOTIFICATION UNTIL THE BALANCE WAS OFF ON 22ND OF JANUARY AND THEN NOT PROVIDING AN AMOUNT UNTIL THE 28TH OF JANUARY. *** has charged $4866.14 in interest by charging all the way until the 30th. They should have only charged $967.23 in interest to the 6th. That is an overpayment of $3898.91 that they have stolen from me.

  Business Response

  Date: 02/27/2025

  Hello, please see the attached. We are still investigating this matter and will be providing a more detailed response within 15 business days. 

  Business Response

  Date: 03/18/2025

  Hello, please see the attached. A more detailed response was mailed directly to ********* ******. 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have auto-pay set up with *** for my mortgage and have NEVER missed a payment, however, after switch banks, my new payment information was entered into the auto payment system and, for some reason, was not drafting my payment on time. I contacted customer service regarding this and was told my the agent that the issue should be fine now that the payment information was verified, and I didn't have anything to worry about, however, the payments were still not being made by the system. Interestingly, once I realized the issue, the past-due amount was rectified IMMEDIATELY, using the same payment information that was save for auto-pay, so this was a system issue, and not an issue with non-payment. *** reported this as a past due payment, despite being paid immediately upon realizing the issue, and has thus far refused to rectify the issue by correcting the late payment on the credit report, despite this being their error, and the payment having been made. I want the credit report corrected to reflect an on-time payment as this was not my fault.

  Business Response

  Date: 02/19/2025

  Please see the attached. An extension letter has also been mailed to the borrower directly. *** will provide a full response by 03/12/25. Thank you!

  Business Response

  Date: 02/19/2025

  see attached