ComplaintsforBSI Financial Services

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have paid this business my mortgage payment exactly or more than enough money and all escrow shortages as requested over the last six months.. they refused to properly adjust my bill and allocate my payments, they tried to assess me late fees, nobody will call me back, I've called numerous times over the last six months, sent numerous emails, left numerous messages, and the business will just give me the runaround... I've asked for the cash office the escrow department and supervisors and have been told none of those people can talk on the phone. Now they're saying I'm $264 short on my mortgage. I know for a fact, using bank account records that I have sent that plus more, I don't know what to do because if they're missing money that must mean they're stealing or losing my money. Please please help me!

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/11/29) */ Please see the attached. Please be advised that we need additional time to fully research the complaint. A response will be provided on or before 12/20/21.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently refinanced my mortgage - the funding date was Sept 28, 2021 and the loan held by BSI is now paid in full. However, BSI's website won't permit me to cancel enrollment in auto-pay, so I was charged the regular mortgage amount on 10/1. I contacted their customer service on 10/5 requesting that they cancel enrollment in auto-pay and it is now weeks later after multiple follow-up inquiries from me and they have yet to supply an ETA for resolution and appear to be taking no action whatsoever to resolve the situation (online account page still reflects status of auto-pay as "enrolled").

  Business response

  12/20/2021

  Business Response /* (1000, 9, 2021/11/05) */ Please see the attached response. Please be advised that the full response was mailed directly to the borrower via regular mail on 11/5/21. Please allow time for the response to arrive. Consumer Response /* (2000, 11, 2021/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Previous mortgage was w/ *** ******* December of 2020, was my first month of forbearance (due to loss of my job during covid). My mortgage was sold to BSI, June 9, 2021. I was still in forbearance until the end of August. I spent about two weeks trying to contact my BSI agent. I was finally able to speak to Omar on September 15th. I told him I wanted to pay back the amount, instead of doing a loan mitigation. He debited my checking, which posted 9-17. Next payment of balance was scheduled for 30 days later. October 5th, I received a $4500.00 check in the mail. The accompanying letter states it being returned as "other." I immediately began calling, and to date, I have called 20+ times & emailed. No one will return my call. I was told by the East Coast office that Betty Jo ****** is my agent now, and she will not call me back. She sent an email to contact the EC office. They said they can't speak to me. They now reported me over 180 days late on my credit report, which is false.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/10/29) */ Please see the attached response. Please be advised the full response was mailed directly to the borrower. Please allow time for the full response to arrive via regular mail. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) BSI rectified the problems and followed through with everything I asked for.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My loan was transferred to BSI financial. The insurance and tax are escrowed. Since I pre-pay my home insurance with my auto, I have requested to remove home insurance premium from my Escrow, in writing on 4/15/2021. I have made many calls and received promises to get a response back but I have never received a response. I also resent the written request 2 weeks back, and was told I should receive a response by 10/14. I have not received. The mortgage company paid the insurance premium to old insurance company where I have already cancelled the policy. My new insurance company is trying to update their record with new policy and having delays as well. Due to this, I had to pay insurance premiums twice, once to the escrow, and again to ensure I have insurance coverage for my home. The business is very negligence in handling the situation which has resulted financial problem to my family. Please help.

  Business response

  01/04/2022

  Business Response /* (1000, 9, 2021/11/03) */ Please see the attached. Please be advised that we need additional time to review the account. We will mail a full response to the borrower by November 26, 2021. Consumer Response /* (3000, 11, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive the refund of $2044 Business Response /* (4000, 14, 2021/11/05) */ Please see the attached response. Please be advised that the full response was mailed to the borrower's mailing address via regular mail on 11/5/21. Please allow time for the response to arrive. Consumer Response /* (4200, 16, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is just sending letter that says they will response within next 15 days again. They are still researching the issue. I am still waiting for my $2044 refund that they have sent to wrong insurance company who said they have refunded to BSI. There is no resolution yet. Business Response /* (4000, 19, 2021/11/30) */ The check in the amount of $2,044.00 was mailed directly to the borrower on November 17, 2021. Consumer Response /* (2000, 21, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BSI recently acquired my mortgage. When I was finally able to create an account and set up autopay I set it up for the wrong date (the default date should pick the current day but picked a date 5 days out). When I realized that I was going to be consistently paying my mortgage 12 days late I cancelled the auto pay schedule and created another for the 31st of each month, then (as suggested by a banner at the top of the web site) made a one-time payment to bring my account current. Nowhere during this session was it indicated to me that the payment scheduled for the 13th began 3 business days prior and that cancelling the "schedule" would not cancel the "scheduled payment". This resulted in a stop payment fee of $30 from my bank which I feel is BSI's responsibility for not clearly outlining the process and procedure for cancellation.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/10/27) */ Please see the attached. Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the 3-day cancellation provision is accepted at the time of sign up then there is no reason that it shouldn't be included when cancelling a recurring payment within that 3 day window. I shouldn't have to pay because their web developers and designers are bad at their jobs. I will be forced to pay their $20 fee, which is NOT the fee that was originally being disputed as I wasn't aware of that fee at the time of this filing. Chase, a far more reputable lender, waived their fee for the stop payment as a duplicate despite my insistence that they charge it and deal with BSI for recovery. In the end $20 or $50 is a drop in the bucket, however, the transition from my previous lender to this one has been a very poor one. I had to wait to set up my recurring payment until AFTER the due date, which is where all of the frenzy started; there is no reason that things cannot be configured ahead of time. Computer systems are great at retaining data for action at a later time. I am, thus far, completely unsatisfied with the way that BSI conducts business and their inadequate online tools. On the bright side, I'm only forced to deal with them for the next 29 years or so. Business Response /* (4000, 11, 2021/11/10) */ Please see the attached. Consumer Response /* (4200, 14, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response received was to send a copy of their previous response. No new information was provided, but another hard copy of their original dismissive response was. Not only are they unwilling to address the new information, they insist on responding with paper rather than electronically. This is my fourth mortgage lender and the only one that's ever given me problems. I would like to amend my requested resolution to two points: * "Update website not to prompt me to do the wrong thing with a banner at the top of every screen." * "Stop wasting paper by mailing responses to online inquiries." At no point did they address the original complaint (that my bank was going to charge me a stop payment fee but waived it as an error on BSI's part, not that they were going to) or appear to have read any of the information provided or reviewed the screenshots of their best effort at a website. My problems with their rudimentary website are: * The Calendar widget doesn't let you pick a date for the following month despite the fact that it displays the greyed out dates (which on every other single website in the world means that the date is unavailable) -- one must change months to select the clearly visible, yet un-selectable date (which only becomes apparent as that date gets closer and doesn't ungrey). * The default date is NOT the current date, but set to a week or so in the future (which is how this all got started in the first place) * You cannot even sign up an account until your payment is late (can't get any information into the system, incomplete or otherwise). * It prompts for a one-time payment when a scheduled payment has already begun processing with a large banner at the top of the page. * When cancelling a scheduled payment it warns you that it might take time to show up in your bank account, not that the current payment has already begun processing and cannot be cancelled * There is NO confirmation on the terms and conditions box in the automatic payment setup, making it easy to miss. When following the directions supplied by the website, you certainly don't expect to be forced to pay fees. Their customer service agents (plural) at no point mentioned that BSI charges a fee if I stop payment, only that I should stop payment because there is nothing that they can do. I'll be happy to tie up their customer service lines instead of using up BBB resources, but I will not accept their response as a resolution.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been working with bsi financial since june of 2021 regarding the covid impact for mortgage payments. We have been trying to remove the status since then. Currently we are trying to refinance our home and bsi refuses to provide us our payment defferal documents as well as the documents to prove that this has ended and resolved. I have called each day to them and have been informed they will only deal with me through my account rep who never answrrs an email or takes calls or ever responded at all since june. We have asked to speak with a manager always to be told no they are in a meeting no matter how often we call or told our rep is the only one who can discuss this is costing us time and resources and if unresolved a chance to refinance

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/06) */ October 6, 2021 BBB Serving North Central Texas RE: BBB Complaint Number: XXXXXXXX BBB Consumer Name: ***** ******** To Whom It May Concern, We received the correspondence through the BBB portal on September 23, 2021, regarding the above-referenced consumer, addressed to BSI Financial Services (BSI), which was forwarded to my attention for review and response. After reviewing the letter and conducting an investigation, we have addressed this matter directly with the consumer in a response that was sent via First Class Mail on October 6, 2021. However, in the interest of protecting the consumer’s privacy and information, we are unable to provide you with the details. We thank you for taking the time and effort to bring this issue to our attention in an attempt to reach a reasonable resolution. If you wish to send a further request for information or a notice of error, please mail your letter to: BSI Financial Services Attn: Qualified Written Requests PO Box XXX XXX S Franklin Street Titusville, PA XXXXX If you have any other questions regarding this matter, please contact BSI toll-free at X-XXX-XXX-XXXX. Consumer Response /* (2000, 7, 2021/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BSI financial is my mortgage company. In this years escrow analysis they charged me $1827.55 in school taxes and $4668.45 in town taxes but my school taxes of $2369.63 are already included in my town taxes and this mistake has caused my mortgage to go from $1548 to $1819 per month. I have contacted them nearly 10 times between the first week of august and September 13. Every customer service rep says they see the problem and will escalate the issue to a supervisor but it has not been fixed.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/09/22) */ September 22, 2021 BBB Serving North Central Texas RE: BBB Complaint Number: XXXXXXXX BBB Consumer Name: ****** ***** To Whom It May Concern, We received the correspondence through the BBB portal on September 16, 2021, regarding the above-referenced consumer, addressed to BSI Financial Services (BSI), which was forwarded to my attention for review and response. After reviewing the letter and conducting an investigation, we have addressed this matter directly with the consumer in a response that was sent via First Class Mail on September 22, 2021. However, in the interest of protecting the consumer’s privacy and information, we are unable to provide you with the details. We thank you for taking the time and effort to bring this issue to our attention in an attempt to reach a reasonable resolution. If you wish to send a further request for information or a notice of error, please mail your letter to: BSI Financial Services Attn: Qualified Written Requests PO Box XXX XXX S Franklin Street Titusville, PA XXXXX If you have any other questions regarding this matter, please contact BSI toll-free at X-XXX-XXXXXXX. Consumer Response /* (3000, 7, 2021/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business agrees that my town taxes will be less than listed as they are going to pay my school taxes separately however they claim that the current escrow analysis is correct which is not the case as the escrow analysis still estimates the town taxes to be $4668.45 which includes the school taxes. If they are indeed paying the school taxes separately then they must remove the estimated school taxes from the town taxes. Business Response /* (4000, 9, 2021/10/06) */ Please see the attached. BSI is still investigating and requesting an extension.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our mortgage was under forbearance due to COVID relief since I was laid off twice over the last year. We put in to have a deferment with our old mortgage company but it was transferred over to BSI and we received notice that we are in pre-foreclosure. I've attempted several times to talk with our point of contact with BSI and have yet to receive a callback. We also sent our first payment to them since ending our forbearance and its been over a week with the check still not cashed in my checking account. It feels like they are going to make it as difficult as possible to get ahold of someone so they can just throw us right into foreclosure. Very frustrated since the CARES Act was supposed to help us in a situation like this and its been extremely difficult to pursue the options we were told we have when the forbearance ended.

  Business response

  10/19/2021

  Business Response /* (1000, 6, 2021/08/27) */ August 27, 2021 BBB Serving North Central Texas RE: BBB Complaint Number: XXXXXXXX BBB Consumer Name: ******* ****** To Whom It May Concern, We received the correspondence through the BBB portal on August 24, 2021, regarding the above-referenced consumer, addressed to BSI Financial Services (BSI), which was forwarded to my attention for review and response. After reviewing the letter and conducting an investigation, we have addressed this matter directly with the consumer in a response that was sent via First Class Mail on August 27, 2021. However, in the interest of protecting the consumer’s privacy and information, we are unable to provide you with the details. We thank you for taking the time and effort to bring this issue to our attention in an attempt to reach a reasonable resolution. If you wish to send a further request for information or a notice of error, please mail your letter to: BSI Financial Services Attn: Qualified Written Requests PO Box XXX XXX S Franklin Street Titusville, PA XXXXX If you have any other questions regarding this matter, please contact BSI toll-free at X-XXX-XXXXXXX. Sincerely, Megan ********** Complaint Resolution Specialist BSI Financial Services NMLS # XXXXX; #XXXXXX Consumer Response /* (2000, 8, 2021/08/26) */ BSI Financial contacted me on 8/26/21 and the result was to my satisfaction.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house that had previously been financed through BSI Financial. I have never contacted them or dealt with them and I arrived home to see that the locks had been changed on my new home. I paid for my home in full, with no mortgage or financing whatsoever. I have called them multiple times and the representatives have no idea what they are doing and they can't even find my property in their system to even give me any details as to resolve this issue. I want nothing to do with BSI financial and I find it absurd that they lock me out of my own house. I am not authorized to go in and I have owned the house for less than two months. I ask to speak to someone who can help me and every time they transfer or they tell me they cannot help me. Even my realtor and the closing lawyers have said that this is a huge mistake and that BSI Financial should not be meddling around with this property. I spent too much money on this home with zero loans so I don't understand why BSI is involved.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/08/23) */ August 23, 2021 ***** ******* **** ****** Lane La Grange, NC XXXXX Dear Ms. *******, BSI Financial Services (BSI) received the enclosed written inquiry on August 20, 2021. Unfortunately, we have been unable to locate an account for you on our system based on the information provided. Please send in the address of the property, the contract that shows the purchase of the home and the Housing and Urban Development statement to the attention of: BSI Financial Services Attn: Qualified Written Requests *** S Franklin Street Titusville, PA XXXXX Sincerely, Jordan **** Complaint Resolution Specialist BSI Financial Services NMLS # XXXXX; # XXXXXX This is an attempt to collect a debt. Any information obtained will be used for that purpose.

*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. ↩