Consumer complaint: On XX/XX/XXXX, we were notified that our loan ( modification ) was being transferred from XXXX ( XXXX ) to BSI Financial Services ; we are current and next payment made ( XX/XX/XXXX ) should be to BSI. The process between the banks was long and odd, as BSI informed me, we were NOT up to date, over a month due and could default ( do n't know how that happens in a month ) ... further, I DID send in our XX/XX/XXXX payment to BSI. I continued to keep in touch with XXXX XXXX and XXXX XXXX ( both XXXX ) as the transferring of loans was n't completed or things are " falling through the cracks '' - - XX/XX/XXXX - we receive welcome letter from BSI ; this is your monthly payment, escrow balance, etc. On XX/XX/XXXX we are behind (?! ). On XX/XX/XXXX we are in default (?!?! ). On XX/XX/XXXX, I spoke to XXXX and all is well on their side, not sure why BSI is stating as such. I make REGULAR monthly payments for XXXX, XXXX, XXXX, XXXX and XXXX ... then it begins. My husband and I run into some financial hardship and did n't make our XXXX and XXXX payments. I phone BSI and get in touch with XXXX XXXX, she is in charge of account and handle everything with us ( Great! ) - XX/XX/XXXX, I spoke with her about our situation and she states ; they are not a bank, but a licensed mortgage servicer and debt collector ; whom help people like us in financial stress, avoid foreclosures, etc. XXXX XXXX ( via phone conversation, which they have recorded ), said she would take XXXX and XX/XX/XXXX payments and add them on to the end of the loan ; I would need to submit a hardship letter, check stubs and XXXX, to be processed through underwriting for approval, then XX/XX/XXXX we are back on track - ( wonderful! ). Throughout XXXX, I emailed her several times about status from underwriting, no reply. I phone and speak to XXXX, who insists I continue to speak with XXXX as she holds our account. Ok (? ) - - XXXX, I am on the phone with her to make our monthly payments for XXXX and XX/XX/XXXX, but advised to hold on to my funds, as the loan is still in under writing. Ok (? ) - but what about making a payment? ... I do n't want anything bad to happen - credit, foreclosure, etc. XX/XX/XXXX - she STILL advises me that all is well and hold the funds. Ok (?? ) - - I continue to send emails ; inquiring and asking - there 's NO response. I WANT to make my payment, but afraid to, this seems odd - and I should have done something sooner. Because now its XX/XX/XXXX, I get a call from XXXX XXXX ( from BSI ) ; responsible for our account now and stating we owe {$8100.00} ( from the past 8 months ) to bring us current OR try to re-finance with another bank. Excuse me?! XXXX XXXX and I, have a conversation about everything that had gone on with XXXX ; she 's STILL at the company but a " high end '' director and just impossible to get a hold of, as she has so many loans. Regardless, she should have told XXXX about our situation ; maybe read all the notes or maybe read my emails or maybe check with underwriting or call me sooner! What is this?! ( I 'm very worried to say the least - as my husband have lived here for 11 years and we have XXXX daughters. ) Going to another bank for a re-finance is probably impossible since my credit score is now under XXXX ( more than likely ) and we have n't made a mortgage payment in months, as we were so advised - - and I TRUSTED this, and them ... we are suppose to HELP each other. I do n't have $ XXXX to hand over NOR would I WANT to, to them. We have no intention of selling or want a short-sale, WE LIVE HERE ... and I certainly would n't do it through BSI - its fraud. Further, its come to my attention that BSI has a D- rating from XXXX. Also, through Consumer Reports, I am not the only person dealing with BSI in this manner ... and the stories are ALL THE SAME. Something needs to be done here, please ... ASAP. Thank you VERY much. 

Company response: Company believes complaint represents an opportunity for improvement to better serve consumers