Mortgage -- Trouble during payment process -- Complaint #7949387

Complaint Overview

Complaint ID: 7949387

Company: Bsi Financial Holdings, INC.

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Trouble during payment process

Sub-Issue: Escrow, taxes, or insurance

State: Florida

ZIP Code: 33029

Date Received: 2023-12-04T12:00:00-05:00

Date Sent to Company: 2023-12-04T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

The disbursement amount {$5300.00} reflected in my Loan on XXXX XXXX. It does not match the true taxes {$720.00} of my property for XXXX. As a result of this error, BSI Financial increased my monthly payments to {$2500.00}, I called them and told them that I could not pay that amount, and that there was an error on my taxes. BSI changed my monthly payments to {$2100.00}. I usually pay at the end of the month but this payment had to wait for them so it was made XXXX XX/XX/XXXX. This payment should have been due in XXXX. but the website showed that it had not been done. I called BSI to ask them why my payment was not reflected, to which they replied that I should send proof of my payment. On XX/XX/XXXX, I sent BSI proof of my true taxes and my XXXX payment. I told them that it was unfair that they increased my monthly payment to XXXX for money that I did not owe them. BSI told me they will carry out a review. They changed my monthly payments from XXXX to XXXX and the website showed that I had to pay it in XXXX. All the monthly changes were made based on the wrong taxes, so I am paying {$5300.00} with interest. From XXXX until today, I have sent faxes and emails, none of them have been answered. I received a letter from the BSI where they assigned me a person who was familiar with my loan, they gave me a telephone number and an extension, but that extension does not exist. I sent faxes, emails, but none were answered. I have called costumer services on multiple occasions. they never refer me to any department. They are friendly, they say they are going to contact the escrow department and that I should wait 3 to 5 days. None of them follow up. They have never called me again, when those 3 or 5 days passed, and when I call again, the same thing is repeated, they are going to contact the escrow department and I have to wait 3 to 5 days. I have asked them to send me a confirmation letter explaining to me what they are doing and how long I should wait, so far have never sent it to me. I made my fourteenth payment on XXXX XX/XX/XXXX of {$1600.00} and my fifteenth payment of {$1600.00} on XXXX XX/XX/XXXX but the website showed that I owed two months, so I made my sixteenth payment of {$2100.00} on XXXX XX/XX/XXXX because that was what the website showed, my seventeenth payment of {$1600.00} XXXX XX/XX/XXXX, and my eighteenth payment of {$1600.00} on XXXX XX/XX/XXXX. My loan started on XXXX XX/XX/XXXX. BSI has received and processed eighteen payments, which can be seen in my transcript history, yet the website shows that I must pay XXXX. When I call BSI customer services they answer that they are reviewing my case. But they have never sent me a confirmation that they are reviewing my case. I have only received letters saying I owe money, which I am paying with late interest and charges.

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

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