Consumer complaint received 2021-01-18
Company: BSI Financial Holdings, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinanced in XX/XX/XXXX, our loan was then sold to BSI Financial Services in XXXX and first paymet was due XX/XX/XXXX. 

At the end of XXXX we received a mortgage statement from BSI and went to the website listed myloanweb.com/BSI. We created an account so that we could pay our mortgage. 

First problem ( I have pictures of this as well ) when we login to the main page we have a popup that says we've partnered with XXXX XXXX to get you insurance ( home owners which we couldn't have refinanced without proving that we have homeowners insurance ). This popup blocked our loan #, due date as well as how much we needed to pay. There was no 'x ' button and no way to get off the screen. After calling I was told to click anywhere along the edge and it would disapppear but every time I navigate back to the home screen ( not even just every time I login ) the popup is there again. No ability to turn it off ( as of XX/XX/XXXX I can now turn it off for up to 90 days so that is better but still really annoying ). I do not expect to have telemarketing material shoved at me when I go to pay my mortgage. Previously our mortgage has been with XXXX XXXX and XXXX XXXX and if they ever asked a question such as would you like quotes on refinancing it was as you logged in and then you didn't see it again and never showed up blocking any information - clear to click on yes or no. 

Second problem - when I go to pay my mortgage online, I am asked for bank information ( totally normal ) but unlike every other institution I have worked with ( utility companies included ) I have no means to link my bank account to my mortgage and instead every single month ( for the next 15 yrs if I am stuck with them ) I have to put in Bank name, bank city, bank state, borrower type, bank acct type, routing number, acct number. First month they even claimed I was not a borrower but I got that resolved. I don't know a lot of those numbers ( namely the routing number which is not so easy to always find ) and usually I just add it in once, verify small deposits or however they link the accounts and then choose that account to pay from going forward. Now I can't do that unless I want them to do automatic payments which I do not want in any way. I pay on different days each month ( around the same time ) but I may have to move money from a business account to a personal account to pay the personal bills and therefore don't want a large sum being deducted automatically ( plus many months I pay extra ). I tried to pay via ACH through our personal checking account and BSI is not listed so would take at least a week for a physical check to reach them. BSI said they don't accept ACH payments so only reasonable way to pay is via myloanweb.com/BSI. 

Third problem - every other loan/account XXXX have/had, it is clearly stated the due date as well as the 'grace period '. For BSI it never says you have until XXXX day of the month or XXXX to pay, as soon as you login it says you are delinquent if you login on the second. Our mortgage broker explained that under federal law, we have until the XXXX to pay our mortgage before its considered late, before we can get late fees or that it would be reported to the credit bureaus. In fact on the paper bills it says no late fee will be charged if payment is received after the XXXX. On XX/XX/XXXX I went to pay my bills ( well most of my bills I paid the previous day but since I had to look up a lot of info for BSI I had to wait till I had more than a minute or two ) and went to one time payment - online payment and noticed that there was listed a {$7.00} processing fee added to my payment. When I called, I was told that is because it was after the XXXX and they add that fee and they can't remove it. Well that is not acceptable, they have no right to add to my mortgage and nothing was ever stated telling us this. After speaking with a supervisor, he agreed to waive any late fees and promised that we would not get reported to the credit bureau and gave us the information so that we could have a check sent to them from our bank but this is not a viable long term solution ( truthfully had hoped to pay mortgage down by an extra {$1000.00} but I'm not giving them anything extra ) I have images of every issues with personal details blacked out that I have described above. The answer every time I call BSI is to setup auto payment. 

We have a standard 15 year fixed rate mortgage. We have owned our home for over 15 years and during that time we have never been late on a payment or not paid in full. We have good credit scores and have had no problem getting a mortgage or refinancing. I pay all my bills online within the first 8 days of every month ( utilties, mortgage, credit card, phone/internet etc. ) and have had no problem using 1 time payments for each of these ( all clearly state when and how much of a late fee will be assessed or if you pay via credit card you will incur x % or $ x amount.

Company response to consumer: Closed with explanation