Consumer complaint received 2023-05-19
Company: BSI Financial Holdings, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear All, This is my second complaints. After my first complain, the BSI Financial Services sent me an email stating that they will resolve the issue ( which has been a Partial Release ). However, there has not been a " partial release '' and absolutely no concrete reply " either way '' nor a resolution of the matter. 

Dear All, It is more than a year that I have been asking for a partial release from BSI, have tried reaching to supervisors and even the president but have received no reply. Our mortgage with BSI is against the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; our Home Mortgage number is XXXX. However, perhaps in an error, the adjacent land lot, next to this property ( which also belongs to us ), with an XXXX number of XXXX XXXX, is also included in the load documents including a lean of the bank. I have requested a partial release of XXXX XXXX. I made this request frequently since XXXX of XXXX ( below the start date ). However, there has been only XXXX replies from BSI, only after my first complaint to cfpb. 
We now have a new construction on the lot of XXXX XXXX XXXX, and to apply for a mortgage, which is blocked by a lean on the land, we need to release the lot land from the mortgage related to the adjacent home BSI mortgage. 
I have again frequently requested by phones and emails that BSI conducts this partial release. This XXXX XXXX XXXX is a parcel separate from the XXXX XXXX XXXX. XXXX CA XXXX, which is the subject of our BSI mortgage and we request to be released ( as a partial release ). 

Example of email communication dates, after XX/XX/XXXX, when the BSI was informed of our complaint : Sent via CFPB portal XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX RE : Account Number : XXXX Property address : XXXX XXXX XXXX, XXXX, CA XXXX CFPB Case Number : XXXX Dear XXXX XXXX XXXX XXXX received your inquiry through the CFPB portal on XX/XX/XXXX, regarding the above-referenced loan, which was forwarded to my attention for review and response. 
After reviewing your inquiry and conducting an investigation, we have reached out to your mortgage loan originator, XXXX XXXX XXXX XXXX XXXX XXXX, to prepare the partial release for our signature. We will follow up with XXXX to ensure the release is signed and recorded as soon as possible. 
If you require further assistance, please address your letter to : BSI Financial Services Attn : Qualified Written Requests XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Should you have any questions regarding this matter, please contact BSI Financial Services at XXXX. 

XXXX XXXX XXXX You ; XXXX XXXX XXXX morning, I sent a follow-up email yesterday to inquire about the status. Just as soon as I hear back from our liaison, I will provide you with that update. 



Thank you, " From : XXXX XXXX XXXX Sent : XX/XX/XXXX XXXX PXXXX To : XXXX XXXX Subject : Home Mortgage number XXXX -issue of the adjacent land XXXX Humboldt/ XXXX ISSUED '' " From : XXXX XXXX XXXX Sent : XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Subject : Fw : Attention- XXXX XXXX Per XXXX XXXX XXXX Mortgage number XXXX -issue of the adjacent land XXXX XXXX XXXX ISSUED '' " XXXX XXXX XXXX Dear All, I would like to request a partial release of XXXX XXXX XXXX. Our mortgage number is Home Mortgage number XXXX. This is a parcel separate from the XXXX XXXX XXXX. XXXX CA XXXX, which is the subject of our BSI mortgage. After several calls, one of BSI customer service agents indicated that I need to fill a form and that I will receive this form. I never received it, I searched online and found the attached form, which I filled to the best of my knowledge. I have also attached a survey and a few other related documents that clearly show the adjacent land is not part of XXXX XXXX, and may be removed / released. "

Company response to consumer: Closed with explanation