ComplaintsforBSI Financial Services
Loan Servicing
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Complaint Details
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Initial Complaint
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to get BSI Financial Services, my mortgage servicer to process my Property Tax Exemption as I am exempt from Property Tax in the ****************. So far, all I have received were empty promises even though I was promised on 2 different occasions via voicemail (see attachements) that the process would be completed by the 22nd of February. Here is the timeline:8 Jan 24 -- Submitted Tax exemption via email. Was told BSI needed 7 business days to process 31 Jan 24-- called back in and was told that they had it but nothing had been done and another 7 business days are required 15th of Feb. Called back in and was told that it was still being worked on. I asked for escalation 16th of Feb I received a voicemail from ******* who stated she was a Supervisor with the *********************** at 10:54 am staying that the tax exemption was done and that 7 cents was my tax rate and that Escrow analysis would be complete by 22nd of Feb 20th of Feb I receive another voicemail from ******* at 8:25 am assuring me that the escrow review would be completed by the 22nd and my new payment would be readily available along with what my refund would be.22nd of Feb call back into customer service and was told no escrow review had been done and they knew nothing of the 2 voicemails that I received from ******* 23rd of Feb, I called back in and asked for the ************************ Was transferred and told that escrow reviews are done within 60 days and they have no idea why it hasn't been completed. Asked to speak to a Property Tax Supervisor. Was placed on indefinite hold. I called back into Property tax, went through the entire timeline again and was placed on hold BACK to **************** instead of the *********************** like I had requested.Business response
03/08/2024
Please see the attached.Initial Complaint
02/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company immediately reports you as delinquent without any phone calls to let you know there is a problem processing payment first. This has harmed my credit scores. AFTER they reported me as delinquent they called, saying they were collecting debt that I didn't even know was unpaid. I immediately paid the bill, but not without my credit score being damaged.Business response
03/08/2024
Please see the attached.Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Home was declared a total loss by insurance due to fire for which a payment was issued in the amount of $207K (two-hundred seven thousand) and that money was then paid to BSI in trust for repairing the home. However, the cost of repair by a contractor exceeds the insurance coverage and thus the reason for the declared total loss. The home can be repaired but the home is a manufactured home and no contractors will touch it. The estimate costs used for declaring the total loss is suddenly being used by BSI to determine how much work is being done without having made ANY mention of this at all. BSI paid 1/3 initial payout to begin repairing the home making no mention whatsoever that the estimate would be used to determine the work being done and now refuses to release any additional funds so that we can continue to work on fixing the house. The estimate they are forcing includes removing the house from the property and does not include replacing the house, which is absolutely ludicrous. The estimate used was for determining the loss exceeding the coverage. BSI repeatedly states they did not get documentation when in fact they have had the documents for months at a time, they state they suddenly need new documents that they did not state was going to be needed in the first place, they promise call-backs but none are received, and BSI conjures up new conditions for releasing funds that firstly does not belong to them. I am demanding that under no further conditions they immediately release all funds being held so that we can complete the repairs.Business response
03/08/2024
Please see the attached.Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BSI Financial Services levied a $44.00 late payment fee for two consecutive months. Upon contacting them to switch from bi-weekly to weekly automatic payments for my mortgage, I discovered I was being penalized for their failure to process payments promptly. Despite enrolling in auto payment, I incurred penalties due to their delays. BSI claims the risk was mine when I changed payment frequencies, although this was not clarified during the switch. Now, BSI and ****************, the new loan servicer, deflect responsibility, leaving me, the customer, to bear the consequences. Despite efforts to resolve the issue over the phone, no satisfactory solution has been offered by either company. This situation must be rectified, and BSI should discontinue offering weekly payments if it results in unjust fees and detriment to customers' credit scores.Business response
03/08/2024
Please see the attached.Initial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Dear CFPB,I am writing to file a complaint against BSI Financial Services. I currently have home loan with this institution with the outstanding principal of $981.47. My most recent mortgage statement is due March 1st, 2024 in the amount of $1,422.95, which includes $981.47 principal, $432.07 escrow, and 9.41 in interest. On 1/10/24, I made a payment online as I always did. The institution withdrew the money from my bank but then rejected the payment and sent me a refund in the mail after 2 weeks. I then contacted BSI to inquire on this matter, and its customer service told me I need to obtain a payoff statement and pay it per the payoff instruction. The representative told me the payoff was going to be sent to me by email within 10 days. Upon checking my email after 10 days, including the spam folder, there was nothing to be found. I contacted BSI customer service and was told it was already sent to me, and they were going place a request for a resent via email within 24 hours. Again, I still didnt receive it. I called BSI again, and now another rep told me the payoff statement was never sent due to the recent payment reject awaiting to be finalized. The representative then said to be able to send me a payoff this time since the reject has now been clear. Meanwhile, I can go ahead and submit the payment by a certified check. This time I sent in a certified check for $1,600, which was more than the payoff amount. This payment arrived at BSI and was recorded on 2/6/2024. On 2/13/2024, I contacted BSI customer service and was told that this payment was again rejected. I asked as to why this still got rejected and not applied to the payoff to release the lien on the property. I was told somebody was going to call me within 24 hours. I still havent heard back from BSI. Why BSI is making it difficult for me to pay off my loan and release the lien.I thank you for your time looking into this matter for me. In waiting for your response.Sincerely,QNBusiness response
03/05/2024
BSI mailed an extension letter directly to the borrower today. We are in need of additional time to finish our research and prepare a response. A response will be provided directly to the borrower before or by 03/26/24.Customer response
03/05/2024
Hello BBB,
Thank you for spending time looking into this matter. This issue is finally resolved. No further action is needed at this point. You can close the case. Again, much appreciation for your involvement.
Sincerely,
***********************
Initial Complaint
02/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I have tried several attempts to contact BSI via phone and email over the past three months with no response. Our request has been to recast our loan. A timely response to this request could have saved us thousands of dollars in paying down the interest. The phone number listed on their website makes it impossible to speak to a human representative from BSI. An advisor from their partnering company Allied Mortgage reached out to us last week with the misunderstanding that we were wanting a refinance. Upon explaining our request, he informed us that we would need to speak to someone else at BSI. He did not have the contact info at hand while we were on the phone but offered to email it to us. He never provided the contact info.Business response
02/16/2024
BSI cannot locate your loan number in our system. We are not able to confirm your loan number with the identifying information that you provided. Please provide the full BSI loan number or the property address. Thank you!Customer response
02/19/2024
The home address and loan number were provided in our initial emails to BSI starting on 08-Nov-2023.
The address is ********************************************************. The loan number is 1601868863.
We can't "accept" this response from the business yet because they are still not acknowledging our request.
Customer response
02/19/2024
I am rejecting this response because:
The home address and loan number were previously provided to BSI with no response. Please see attached emails.
Business response
02/29/2024
Please be advised that the response was mailed directly to the borrower via regular mail today, February 29, 2024. Please allow time for the response to arrive. Thank you!Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received my escrow analysis on January 3, 2024. After reviewing my escrow analysis, I immediately called and requested my insurance be moved from my mortgage payment so I could pay my insurance. Therefore, my mortgage payments would not go up. I was told what the procedure was and how to remove my insurance. I completed the process and sent a letter to BSI in an email requesting to be removed. I waited five days to hear back from them, and I did not hear anything back, so I called BSI to see what the holdup in processing the request on January 24, 2024; the customer service representative said they would need a wet signature to have my insurance company removed, On January 24 I sent in a third copy with my signature requesting to have my insurance company removed. I check my portal for an update on the removal of insurance. BSI requested that I send my insurance documents for the upcoming year's insurance. I sent a copy within two days, and they sent the money in my escrow to my insurance company. Three customer service representatives told me it would take five days to remove my insurance company from my mortgage. As a customer, I have the right to pay my insurance as long as I provide the right coverage for my home. BSI has tried to continue to lie and use deceptive practices against its customers. I have documentation that I took all the right steps to have my insurance company removed per their (BSI) guidelines. Some of their customer service representatives are nasty and unprofessional.Business response
02/21/2024
Please see the attached. We are researching and will be providing a more detailed response within the next 15 business days.Customer response
02/21/2024
"I am not satisfied with the response I received. I would like to know how the company is planning to resolve the issue. They made a decision that caused me to incur additional expenses without consulting me. Moreover, their representatives have been consistently dishonest with me. Despite having my contact information, BSI Financials did not reach out to me throughout the entire process that started in January. The company is procrastinating in addressing my concerns."Initial Complaint
02/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a loan with BSI, unfortunately. In January, I called them to make sure the autopay date changed, so the payment would be on time avoiding late fees, they promised it was fixed in their system, a few days later I saw a $182 charge in late fee. Then I asked them to cancel the auto-pay, because even though I tried online before it still did not work. They said the autopay was canceled, so I agreed that my partner would make the payments, fast forward to February we were charged twice. BSI is saying they could issue a check that can take up to 30 days or charge me $30 to return via ACH. They are abusive in their charges, do not deliver what they promise, they keep messing up probably on purpose to charge their abusive fees while taking their time to return funds when they make a mistake. This has had implications for my account, and I was charged fees because of these mistakes.Business response
02/23/2024
Please see the attached. We are still researching this matter and will be providing a more detailed response within the next 15 business days.Business response
02/27/2024
Please see the attached.Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am refinancing my home and I'm trying to get a Subordition document. I have been asking for this document for over 4 weeks now without success. I have requested it online and on the phone. I am not able to close without this document. They make it impossible to speak to a kive person and the prompts do not give you the option to select my document request. This is so unfair to be ignored repeatedly. No one cares.Business response
02/21/2024
Please be advised that the response was mailed directly to the borrower via regular mail on 02/21/24. Please allow time for the response to arrive.Initial Complaint
02/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear BBB,I am writing to file a formal complaint against BSI Financial Services regarding their failure to respond to my inquiries regarding an escrow overage check. I believe this matter requires your attention and intervention.Details of the complaint:Loan Account Information:Name: *************************** Loan Account Number: ********** Property Address: ********************************************************************** Nature of the Complaint:I have been attempting to contact BSI Financial Services regarding an escrow overage check that I am *********** receive. Despite multiple attempts via phone calls, emails, and written correspondence, I have not received any response from BSI Financial Services. The lack of communication is causing significant frustration and concern.Desired Resolution:I kindly request the Better Business Bureau to investigate this matter and facilitate communication between myself and BSI Financial Services. I expect a prompt response from BSI Financial Services regarding the status of the escrow overage check and a resolution to this issue.I appreciate your prompt attention to this matter. If you require any additional information, please do not hesitate to contact me. I trust that the Better Business Bureau will assist in resolving this issue and ensuring fair and ethical business practices.Business response
02/20/2024
Please be advised that the response was mailed directly to the borrower on 02/16/24. Please allow time for the response to arrive.
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Contact Information
Customer Complaints Summary
353 total complaints in the last 3 years.
85 complaints closed in the last 12 months.