Mortgage -- Trouble during payment process -- Complaint #4699584

Complaint Overview

Complaint ID: 4699584

Company: Bsi Financial Holdings, INC.

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

State: North Carolina

ZIP Code: 28209

Date Received: 2021-09-07T12:00:00-05:00

Date Sent to Company: 2021-09-07T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX I received an escrow analysis for my mortgage. This was the end of the first year of the mortgage, of which I have never missed a payment. The escrow analysis stated a new payment of {$1400.00}, which was {$210.00} less than my previous payment amount ( XX/XX/XXXX - XXXX XXXX ). The letter also stated there was an escrow surplus of {$2200.00} which was due to me via check. I called the company TWICE to confirm the amounts were correct and both times the amounts were confirmed by different individuals. The individuals confirmed I would receive the check within 30 days of the letter. I never received the check but I was automatically charged the lower amount ( {$1400.00} ). After not receiving the check, I called the company again and they said the check was being put in the mail that day. I still never received the check or any clarifying information about what was happening. I waited approximately 60 days and called the company again ( on XX/XX/XXXX ), this time speaking with the manager. The manager explained that the analysis was incorrect and the letter provided an incorrect payment amount and incorrect escrow surplus. I was extremely frustrated because the company led me to believe that I could rely on this escrow surplus. But I was also frustrated because the manager said she was not sure how this would impact me. I wasnt sure if it would impact my credit, disrupt my mortgage, cause me to owe money next year, etc. I did nothing to have my payment changed. It was incorrectly changed by the company despite my efforts to ensure it was correct. I told the manager that this was wrong and that I was going to have to file a complaint with the CFPB. She begged me not to do so and asked that I give her 24-48 hours to get this fixed. She guaranteed a personal call back within 48 hours and promised that she would make it right. However, it has now been almost 2 weeks since that promise and I have not heard from her or the company at all. I called her direct line many times, called the general line and spoke with other individuals, but can not get her on the phone. All I know is they completed a new escrow analysis and they are changing my payment again. I have not received written notice of the new escrow analysis. I received a check this weekend for {$480.00} with the memo Surplus Refund Check. This is not the amount I was told I would receive. I feel misled and I am worried that Ive been harmed by BSI Financials faulty processes and poor communication. I have no other choice but to file a complaint here because I do not feel that BSI Financial is protecting me, considering me, or trying to do right by me. BSI Financial was not the company that I originally get my mortgage from. BSI Financial purchased my mortgage from another company. I am very upset with their performance and I wish they did not own my mortgage. I do not feel like they are focused on providing a good service to me.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• Bsi Financial Holdings, INC. Company Profile
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