Consumer complaint received 2023-05-03
Company: BSI Financial Holdings, Inc.
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2022, I applied for the covid-19 forbearance that was offered on the company 's website, which stated it would not report any late payments during this process. I had XXXX in XX/XX/2022 and wasn't fully recovered, losing work time that decreased my income in half. I was informed by a company representative on or around XX/XX/2022 that I was approved and that my covid-19 forbearance loan representative would contact me with the details of the forbearance and it would be backdated until XX/XX/2022. My contact person XXXX XXXX XXXX. I contacted and talked to XXXX XXXX XXXX at or around Ending of XX/XX/2022. I was informed that he would look into the forbearance and I informed him how I was informed that I was approved. 

I XXXX XXXX that I had a late payment for my XXXX payment I was informed by XXXX XXXX what I wanted him to do regarding my account and, I stated that my late fee is removed because I was informed that I was approved for the covid-19 forbearance. 
I wrote a letter to the CEO to address this issue and received an email from XXXX XXXX XXXX. During multiple correspondences, XXXX XXXX XXXX stated that he would remove the late fee from XX/XX/2022. A letter was sent to this company in the last complaint stating that I was never approved for a covid-19 forbearance. I have an email from XXXX XXXX stating that he would remove the late fee from XX/XX/2022. ( Emails included ) Also, in the letter from BSI to address the last complaint ( XXXX ) it stated that I never had a forbearance because my account was NEVER LATE. If it was never LATE then how why was my account reported from BSI late over 30 days in XX/XX/2022 during the forbearance loan? The company is being fraudulent in the reporting of my loan I spoke with XXXX XXXX at the servicing loan company that owns my loan note. In the notes, from the servicing company, XXXX confirmed that the servicing company BSI had me on forbearance from XX/XX/2022 and reversed the late fee. Copy of the email presented in this complaint. In the letter, that BSI sent to answer my first complaint, they stated I was never on a forbearance but why did BSI write in the notes to the loan company ( XXXX ) that I was on a forbearance and removed late fees on my account due to the forbearance? XXXX from XXXX tried to help in getting the late fees removed due to what was apparent BSI 's mistake in servicing my loan. Even when the loan company presented the error on this account they refused to remove this error that was made on servicing the loan. 

I was misinformed to due to the company 's representative 's fraudulent actions and error. My credit rating was decreased by XXXX points due to this company 's error on my account. 

The late fee in XX/XX/2022 needs to be removed from my credit report due to errors and misinformation by BSI informing me. The loan company XXXX representative XXXX, that works for the company that owns the loan note brought to BSI 's attention that they had made an error on my account.

Company response to consumer: Closed with explanation