Consumer complaint received 2023-12-06
Company: BSI Financial Holdings, Inc.
State: TX
Product: Mortgage
Sub-product: VA 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:
On XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX XXXX to BSI Financial Services. Despite maintaining consistent communication with BSI to ensure my account remained current, I received conflicting information regarding my exemptions in a letter dated XX/XX/XXXX, but not received until XX/XX/XXXX. 

The inflated mortgage amount of {$2500.00} fails to account for my homestead and XXXX veteran exemptions. Furthermore, unexplained discrepancies exist within the statement, and these discrepancies have never been explained to me. 

BSI representatives, including supervisors, have inaccurately informed me that my exemptions require annual renewal. However, the Texas Comptroller explicitly states that exemptions do not need renewal unless specifically requested by the chief appraiser, which has not been applicable in my case. 

BSI has received all necessary proof of my exemptions and tax documents via email on seven separate occasions. Despite being verified by the XXXX XXXX XXXX XXXX, BSI has deemed these documents inadequate. 

Upon consulting with the Department of Veteran Affairs Mortgage Department, I was advised to either demand correction from BSI or pursue legal action if they continue to disregard the data provided by the XXXX XXXX XXXX XXXX. 

Additionally, according to 12 CFR Part 1024 - Regulation X section 1024.17 Escrow accounts, BSI 's assertion that they are unable to perform an escrow analysis based on an estimate contradicts the established guidelines. This has resulted in inflated monthly payments. Despite this, BSI utilized an estimate to generate a XXXX escrow analysis and determine the current monthly payment of {$2500.00}. This calculation was made without considering the finalized tax documents provided by myself, the XXXX XXXX XXXX XXXX, the XXXX XXXX XXXX XXXX, and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

BSI claims to have paid an {$8000.00} tax bill in XX/XX/XXXX without reimbursement, making me liable for this overpayment. However, our actual taxes for XXXX, excluding homeowners insurance, were {$7100.00} and {$6000.00}. 

BSI representatives have repeatedly informed me and my spouse that BSI can not provide any relief or payment options for the XXXX tax bill. This is particularly concerning given my financial hardship and inability to work due to military service-connected conditions. Despite multiple attempts to resolve this issue over several months, BSI has failed to provide any credible justification for their inaction. 

My requests for callbacks from BSI have gone unanswered for months. Furthermore, BSI has falsified communication records. For instance, on XX/XX/XXXX, I called BSI to request an update on my escrow analysis and to speak with a supervisor. The representative informed me that I would receive a callback since the supervisor was ending a meeting. However, no callback was received. On XX/XX/XXXX, I called to follow up and was told by the representative that my callback had already been successfully resolved, even though neither myself nor my spouse had received a callback. 

These instances of communication falsification raise serious concerns about BSI 's integrity.

Company response to consumer: Closed with explanation