Consumer complaint received 2023-02-12
Company: BSI Financial Holdings, Inc.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello. Once again we are having problems with payment issues with BSI Financial. All you have to do is XXXX them and see their rating and all the negative comments about this company and how they do business. I dont understand why XXXX XXXX them to continue to do business. We were granted a forebearance due to XXXX XXXX XXXX due to XXXX in XXXX of XXXX. We we forced to place a stop payment on our checking account bc they hit it during the forebearance and caused us overdraft fees... they too charged us overdraft fees even though we were in forebearance! We attempted to start auto draft back up in XXXX and thats when the nightmare started. We keep getting that the payments were revoked so we would end up mailing after many calls asking what was going on. We would be told it was fixed. Then the next month would happen and once again there was a problem drafting. All the fees keep being charged to us. In XXXX and XXXX they were drafting multiple times with the same letters stating we were revoking the payments! We werent. We would leave messages with our so called XXXX 's and they NEVER called us back. We have had 2 during this process : XXXX XXXX and XXXX. They give us so called direct extentions but when you go through customer service..they send you to a " dead '' mailbox with nothing but a Beep. No name, etc. We have never over the past 8 months got a return call, email or text. They sure do know how to send letters telling you they are collecting fees though! XXXX XXXX we called yet again and the XXXX that answered their XXXX # said they could no longer talk to us unless I emailed a HANDWRITTEN NOTE to their customer service email address. I did that. Then the next day we were told to go to our bank and get a letter stating there was NO blocks on our account. We did that on XX/XX/2023. They told us nothing was there to stop payments. We called back and the XXXX rep said they were going to cover all bases and RESIGN us up for auto drafts and that was done on XX/XX/2023. They have attempted to debit our account 4 times since those dates and we keep getting Revoked by customer and today we get a letter that says " Unable to Locate ''!!! What does that even mean?? They signed us up AGAIN on XX/XX/2023. ALL of their letters come with collection notices for FEES. There is one saying we are 30 days late for XXXX On XX/XX/2023 we costly spent the money to overnight 2 checks to them for mortgage payments. We have not heard anything back from them. I have written, faxed, and emailed 4 different people at one time all letters, documents and XXXX notice of payments. We think these people are in the XXXX  business and ruining peoples lives with negative credit reporting. We have filed a complaint with the XXXX  and we have a call in now to XXXX  to see if we can do anything against the fact they are paid to XXXX their accounts but obviously cant or dont know how. Our Bank said the problem is NOT on their end but the STOP is on their end because they see NO RECORD of them attempting to draft our accounts. IF that was the case... why havent they seen it ... why didnt it fix itself when we were resigned up on XX/XX/2023??

Company response to consumer: Closed with explanation