Consumer complaint received 2023-11-24
Company: BSI Financial Holdings, Inc.
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
I became delinquent before the pandemic. I was in the process of requesting a modification when the loan was put in forbearance due to the pandemic. In late XXXX I contacted the servicer at that time to request the modification as the forbearance was coming to an end. I submitted 3 modification packages before being told the loan had been sold to the current servicer, BSI Financial. XXXX XXXX I submitted a loan modification package to BSI. XX/XX/XXXX something called a partial claim was approved. At no time did I receive any documentation that my loan was not delinquent anymore. XX/XX/XXXX I applied for the Florida HAF. It was approved in XX/XX/XXXX and HAF said they mailed the check to BSI. I received additional notice that I was approved for 4 additional mortgage payments for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX .However in XX/XX/XXXX, XXXX began to say I could not get the HAF funds due to the partial claim. I spoke to the VA and was told the funds could be used. I spoke to HAF and they stated the funds could be used and they told BSI the same. In XX/XX/XXXX, BSI loss mitigation supervisor agreed to use the HAF funds to pay off the partial claim ( at this time I found out the partial claim was actually a second lien ) .and use the remaining funds for the principle. They never did. XX/XX/XXXX, I received a call from BSI and was told they sent the first check back to HAF. They could not tell me what happened to the rest of the checks. I asked for an accounting and was sent something that had their coeds on them not the dates, amounts and who made the payments that I asked for. The VA is also aware of everything that has happened and did not understand why BSI sent the funds back to HAF. Until XX/XX/XXXX. BSI has asked me repeatedly to have HAF resend the funds they returned. XX/XX/XXXX after escalating, HAF told me they were not going to resend the funds to BSI and asked me why they send the money back. I made BSI aware of this and they then told me there was nothing they could do to help me. At that time, I was making the payments. BSI kept saying I was behind, After calling and leaving multiple messages I was finally able to speak to someone who helped me understand why my loan was still considered in default. Even though I was sending in monthly payments they were being applied to past due payments. I was never caught up as I thought and they still have not told me what appended to the 4 payments they received from HAF. XX/XX/XXXX I received a call from BSI advising me to apply for a loan modification, I was also told that the loan had been referred for foreclosure. When I told the person that BSI had previously stated there was nothing they could do and I could not get another modification due to receiving a partial claim, the person told me I could apply. I sent in the package on XX/XX/XXXX. I have had to call multiple times to get a status, I am only being told it is under review and that everything is on hold. However they have been reporting me as delinquent to the credit bureaus.. I let the VA know and there is nothing they can do. My experience with this servicer has been horrible, They do not return calls or messages, nor do they keep you abreast of all that is going on with mortgage. As of today, I still do not know what is happening with the loan modification. I do not want to become homeless and lose everything. However, being reported as delinquent has prevented me from refinancing or even purchasing another home. This servicer does not reply in a timely manner, they do not post payments in a timely manner and they are very vague regarding the status of the mortgage loan.

Company response to consumer: Closed with explanation