Consumer complaint received 2023-11-28
Company: BSI Financial Holdings, Inc.
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I am at my witts end trying to get my issue resolved. I have been told for months that it would be corrected and every month despite my mortgage being paid I'm always a month behind. I know I haven't paid this month but I was told to let them figure out the previous issue before I paid XXXX. As of XXXX XXXX, I was paid unr ] til XXXX first but XXXX first I was suddenly delinquent for XXXX. Tonight i get a letter with delinquency dates that do not make sense despite proving with my bank account that I was paid for the months I was told I didn't pay my mortgage. I was told in XXXX that I had a credit because my account has erroneously been in bankruptcy for months, Once that was cleared I had credits from overages that were to be credited to my account making my XXXX difference {$100.00} that I paid and my account was due for XXXX. During the research of fixin my account it was found that I had an insurance check of {$840.00} that was due to me so I opted to add it to my mortgage and paid the difference of {$60.00} paying my mortgage up to XXXX. XXXX I logged on to pay my mortgage only to find out that I now owe for XXXX, No one can explain to me why this is even after seeing the credits and unapplied payments. They continually add late charges to my account and sending me foreclosure notices without trying to resolve the issue. I have called multiple times and was told they were escalating the issue but I haven't heard anything from anyone for weeks now. I have requested to speak to mangers since XXXX for issues before these and still haven't been contacted by XXXX. The only agent that helped XXXX XXXX I'm told is not employed there anymore. When you call the agents are rude and the last being XXXX XXXX actually hung up on me. I don't know what to do I'm praying everyday someone really looks at my account and find out what is going on, This is the only month I owe for and have not paid because XXXX agents ago told me she was escalating it to her XXXX and not to pay until they figure it out because my account is so messed up. At this point I don't know what to do. Any and all help is definitely appreciated. In the meantime, my credit is taking a hit because they are reporting me as delinquent even though I'm not because I have been paying my mortgage every month. 

I have not received any resolution only pay the month you was told the credits would be applied to lose your home in foreclosure. There has been no resolution but they have sent an inspector to my home to do a foreclosure assessment and have contacted my insurance companies to advise them my home was vacant even though it wasn't and was being renovated at the time in an effort to get them to drop my insurance coverage. It has become very clear XXXX being told multiple things by different agents and have not received any clear answers. I was even told by XXXX I was responsible for knowing my mortgage had changed when they acquired my account even though they wasn't contacting me because they had my account in bankruptcy status and would not speak to me. I had the same payment for years XXXX and suddenly they acquire it and it's now XXXX and I was supposed to know even with no communication from them.

Company response to consumer: Closed with explanation