Complaints

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BSI Financial increased my monthly mortgage payment based on seemingly imaginary homeowner's insurance information. The number they used (which I suspect they just guessed) is very high. BSI has not been able to tell me where they got the very high insurance amount they used to calculate my monthly payment. When I called BSI they told me to upload my current homeowners insurance information so that BSI could correct the monthly payment. I did that more than a month ago. Every time I call BSI the hold time is 30-60+ minutes, and then the customer service person tells me that although they can see the document I uploaded, they cannot fix the problem, and that the problem will be "escalated" to a different department. However that has supposedly happened several times now and the monthly payment has not been corrected. They tell me I cannot speak to the department that can actually fix the problem. BSI holds the power of financial life and death over its customers because they can destroy our credit scores, but they are unable to correct my monthly payment. I have been paying the higher amount, but I do not want to keep paying BSI more than they are owed. The monthly payment amount must be corrected now.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/18) */ Please see the attached.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We received a change in out house payment amount and upon looking further noticed we had over paid for taxes thru the BSI company. The BSI company on multiple calls stated that the county tax office sent them a bill on 5/6/2021 for the amount of $1599.90 for taxes on a parcel of land we owned. The entire tax bill for 2021 for our entire property was only $1110.52 per the county tax office. BSI repeatedly states that the bill came from the county tax office. When the BSI company asked for proof of the actual taxes owed writer sent in an email the copies of the taxes owed provided by the county tax office. Upon asking for a copy of the bill that states that the writer owed $1599.90 in taxes, BSI has yet to provide one. Multiple attempts have been made over the course of several days. BSI saying that it will take 5-7 business days or 24-48 hours for them to review the information. All the while, nothing is being done to the increase in the amount of the house payment as BSI states it will go from $876.39 to $1355.70 because of a "projected" tax owed for 2022 in the amount of $4097.51. This amount is because BSI is charging writer over $2000 each season (spring/fall) because they said we owed the $1599.90 and that amount per BSI will increase over the next year. The BSI is also charging us a "shortage fee" of $266.29 to offset the "predicted overcharge" of the taxes for 2022 year. As the writer and owner of this mortgage, need to get this resolved, however, I am being pushed around from customer care person to customer care person. Please look into this matter.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/16) */ Please see the attached extension letter. BSI is in need of additional time to fully research and prepare a response. A response will sent by 04/06/22.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out as I am having major problems with our mortgage loan servicer, BSI financial. They offered COVID Relief non-payments, so we did the program with the goal of restarting payments Nov. 1, 2021 and shared 3 different loan options via email. I replied on September 13th via to Malinda ********* Loss Mitigation Specialist, (NMLS # XXXXX Branch NMLS # XXXXXX) via email sharing that I wanted to move forward with loan option #3 which included the following terms: - modified interest rate of 3.0000% - 360 month loan term - Modified Principle balance of $94,718.27 - Partial claim amount of $7,663.01 - First payment 11/01/2021 Since then, I have been unable to restart payments, get in touch with the mortgage broker despite sending over 10 emails, calling and leaving messages. My credit report shows that we owe $102,000 on the house and that I am delinquent in mortgage payments. This has of course severely damaged by credit score.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/15) */ Please see the attached.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For two years BSI has neglected to pay my property taxes despite me paying my mortgage. They have taken the property tax payment out of my escrow for two years straight but was sending it to a different account which was an error on their part as they were given the correct account number when they obtained my loan and I called to give the correct account number each year when the county sent me a letter notifying me that my taxes were not paid which obviously was a shock for me. In January this year, I finally was able to speak with a representative who noticed the error on BSI and had them pay my taxes allegedly, HOWEVER they took the two years' worth of taxes out of my escrow when they already took it out when they were paying the wrong account for the past two years! so essentially, they have stolen two years' worth of property tax money from me. And now, I received an escrow shortage letter stating my monthly mortgage payment is going up by $1k a month!!!!! I called them yet again to only be told that the representative can't do anything and then I was transferred to a "Supervisor", but it was a voicemail! I would like this corrected before I have to allegedly pay 1k more a month. I would like my escrow credited back the two years of property tax money they stole.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/10) */ Please see the attached. We are still researching this issue and will provide a more detailed response within the next 15 business days. Consumer Response /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they are not moving fast enough nor are they acknowledging their fault AND not have I been able to speak with someone who can make decisions! my mortgage will be due on the 1st and if I don't pay that ridiculously high amount now we are messing with my credit score! Also they have had AMPLE time to correct this! Over a year and even since January this year. THEY ARE NOT TAKING THIS SERIOUSLY AND MESSING WITH MY LIVELIHOOD! At this point I don't know what to do and I'm going to have to look into this legally with a lawyer and sue for emotional distress and theft! Business Response /* (4000, 11, 2022/03/25) */ ***Document Attached*** Please see the attached.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BSI Financial Services holds our mortgage XXXXXXXXXX - XXXXX ******** Lane, XXXXX. We pay monthly by direct ACH transfer from our bank account. We have a perfect history of full, on-time payments. Our mortgage agreement DID NOT authorize the lender to pay insurance premiums or property taxes. The lender was not authorized to collect any amount for an "escrow" account. With no notice, last fall (2021) BSI a) mistakenly paid our Deschutes County property tax, and b) mistakenly changed our account to deduct escrow payments, thus increasing our monthly payment. Despite repeated attempts to get BSI to correct their errors, they have taken no action to correct the account. DETAILS When our property tax bill was sent, we were surprised to notice that the tax bill had been paid. About a month ago, i received a call from the Deschutes County Tax Assessor that someone from BSI had called and requested a refund because the payment had been made in error. State law does not allow a refund on a payment for actual moneys owed. I advised the tax assessor that I would transfer funds to pay off the new escrow deficit now appearing on our account. The tax assessor later called me and said she had advised the BSI person of that information, and the BSI person said she would note it in the records for our loan. When I attempted to make the transfer, the BSI web site would not accept the payment. I contacted a BSI agent by phone and authorized the transfer of $5,912.58 to the escrow fund. The conversation was taped. He also said he would correct the account to no longer collect escrow payments. Instead, he: a) attempted to transfer $59,112.58 (note the extra "1"); and b) did not correct the monthly payment. I have contacted BSI multiple times with no satisfactory response. They have sent an email message that requires signing up with a 3rd party messaging service, which I have notified them I will not do because of security risks. I instructed them to call me, but they have not.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/09) */ Please see the attached. We are still researching this matter and will provide a more detailed response within 15 business days. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response states that BSI is attempting to collect a debit from us: "This is an attempt to collect a debt. Any information obtained will be used for that purpose." This is false! We in no way have a debt obligation to BSI. Accordingly, to resolve this complaint, BSI must ensure and document that their own errors have not had any negative impact on our credit raating. Thank you. **** *****

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BSI Financial is failing to correct an issue with our taxes through an escrow account. In August 2021, BSI Financial sent a check for our second half taxes that was over our tax bill to someone they don't know. This check was cashed. In January 2022 I was sent a delinquent tax bill for the second half of our taxes. BSI Financial has not rectified this issue despite making daily phone calls for weeks. We keep getting told that our bill will be paid in 48-72 hours, that has yet to be done. This is our second issue with BSI Financial in a year. In April 2021 they increased our mortgage by $400/month because someone entered our taxes wrong. This took months and numerous phone calls to get it to go back to normal.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/02) */ Please see the attached. We are still researching this issue and will be providing a more detailed response within 15 business days. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will consider accepting the response that BSI Financial has promised to give within 15 days. I would like BSI Financial to have a plan for future tax bills so we are not faced with this issue every 6 months.

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