Consumer complaint received 2022-04-12
Company: BSI Financial Holdings, Inc.
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This letter is regarding the business practices of BSI Financial Services. I went into forbearance for temporary relief and was told that if I did what I was supposed to do, which I have, there would be no negative effects from it. The delay in resolving this situation has negatively affected my credit score and my ability to move. I was sent a foreclosure notice despite being in forbearance. They have terrible customer service and are being negligent and unprofessional in their handling of this situation. I am confused, frustrated, angry, and tired from dealing with this terrible company. At this point I believe BSI FinanciaXXXX is trying to steal my home. 
My mortgage was sold to BSI on XX/XX/XXXX. When this occurred, I was still in forbearance with my previous mortgager, which is set to end on XX/XX/XXXX. I tried multiple times to contact anyone at BSI that could explain what was going to happen moving forward, my options after the forbearance ended, and getting any answers as to why I was getting a foreclosure notice a day after being informed via email that I was approved for two FHA Secondary Loss mitigation options. There was no mention of the options I was given by my previous servicer. I have repeatedly called, emailed, and attempted contact through their website, and no one will give me an answer or even return my calls. I have been given multiple due dates for my next payment due as well as different dollar amounts. I have been told that I do not owe a payment until XX/XX/XXXX, but also told that if I do not pay over {$4000.00} by XX/XX/XXXX they will start foreclosure proceedings, and then also told I owe my next payment on XX/XX/XXXX. Instead of going into every detail here, I have supplied a thorough timeline of events. Some of these events are not directly tied into my complaints but go to show pertinent details about the mortgage itself. I have documentation to back up this timeline including phone records, emails, documents, and website screen shots. 
I do not know where to turn for assistance in this matter, so I am sending this to multiple Federal and State agencies, in the hopes that someone can help me keep my home. I can not afford a lawyer, but they can afford many. This company has a D rating from the XXXX and terrible ratings and reviews everywhere I looked. When I read the complaints on the XXXX  website and Consumer Affairs website, I am far from the only victim of this company. BSI has been in legal trouble before for doing similar things. In XXXX, the CFPA found BSI had committed multiple violations of RESPA, Regulation X, CFPA, TILA, and Regulation Z. If more information is needed on this, it is CFPB Docket/File number XXXX dated XX/XX/XXXX. I found this information through XXXX and XXXX BSI Financial did not comply to the legal orders imposed upon them when they were caught breaking regulations. These are peoples homes they are threatening, which for many is their biggest investment and asset, as well as being their residence. BSI Financials immoral and negligent business practices need to be stopped. Please consider taking action against BSI Financial Services, also known as Servis One Inc. 

DATE ITEM/ACTION SOURCE XX/XX/XXXX Payment Reversal/Escrow : {$1000.00} BSI Financial Website Document XX/XX/XXXX Forbearance Plan Extension Approval : States that forbearance extension is approved and is in effect through XX/XX/XXXX. XXXX Mortgage Letter XX/XX/XXXX Loan Transfer Notification XXXX Mortgage Letter XX/XX/XXXX XXXX Mortgage Loan Transfer to BSI Financial BSI Financial Letter XX/XX/XXXX Escrow Balance : {$160.00} BSI Financial Website Document XX/XX/XXXX Fee Billed by BSI Financial : {$20.00} ( unknown ) BSI Financial Website Document XX/XX/XXXX Mortgage Statement : XXXX {$3600.00} due including {$75.00} in unexplained fees BSI Financial Letter XX/XX/XXXX Mortgage Removed from Credit Bureaus/Credit Score Drop XXXX, XXXX XXXX XXXX XX/XX/XXXX Late  Notice BSI Financial Website Document XX/XX/XXXX Notice of Servicing Transfer : {$390.00} monthly payment, {$41000.00} left of loan, no late fees ( these numbers are correct ). BSI Financial Letter XX/XX/XXXX Tax Disbursement for Property Taxes : {$1200.00} Multiple XX/XX/XXXX Taxes_FHA Disclosures : Prepayment amount listed here is : {$43000.00} BSI Financial Letter XX/XX/XXXX Set Up Online Account : No Access to Mortgage Information Email, BSI Financial Website XX/XX/XXXX Mortgage Statement BSI Financial Letter XX/XX/XXXX Fee Billed by Financial : {$20.00} ( unknown ) BSI Financial Website Document XX/XX/XXXX Sent a Message to BSI via Website : Request for information about my mortgage since I had not received any documents from them besides statements. I also said that I wanted to talk to someone about options on ending forbearance or options for when it ends : Hello, my mortgage was transferred to your company while I was in forbearance. I have been trying to get a hold of someone to discuss ending the forbearance, the terms of ending the forbearance, and when my first payment is due. I called and was told I had to talk to someone else and to expect a phone call, which I never received. Thank you, XXXX XXXX XXXX XX/XX/XXXX Receive Answer to Inquiry from XX/XX/XXXX : We are currently working on your request. XXXX XX/XX/XXXX Missed BSI Calls : XXXX XXXX, XXXX XXXX Phone Records XX/XX/XXXX Returned Missed BSI Calls : XXXX XXXX, left message Phone Records XX/XX/XXXX Called BSI : XXXX XXXX, XXXX XXXX, left message Phone Records XX/XX/XXXX Mortgage Statement : Says I owe {$4000.00} includes an unknown fee of {$75.00}. BSI Financial Letter XX/XX/XXXX Called BSI and spoke with XXXX XXXX, my point of contact for 28 minutes. She reassured me that the delay in getting any paperwork was due to so many other people being in the same situation. She said I would receive paperwork, an email, and a phone call to explain it all soon. I was also told not to worry about getting late notices or other concerning notices since they were standard and did not mean that my mortgage forbearance terms had changed. She said I could start sending in payments if I was able and they would be applied to the oldest past due month. Phone Records XX/XX/XXXX BSI Received Mortgage Payment : {$390.00} Unapplied BSI Financial Website Document XX/XX/XXXX Principal : {$77.00}, Interest : {$130.00}, Escrow : {$160.00}, Unapplied : - {$390.00} BSI Financial Website Document XX/XX/XXXX Program Letter : Ad for XXXX about refinancing BSI Financial Website Document XX/XX/XXXX Missed BSI Call : XXXX XXXX Phone Records XX/XX/XXXX Mortgage Statement : Says I owe {$4400.00}, which includes a {$150.00} in unexplained fees. BSI Financial Website Document XX/XX/XXXX Late Notice : Says I owe {$1900.00} with a due date of XX/XX/XXXX, which is before XXXX acquired my loan, plus {$15.00} for a late fee, even though I am in forbearance. XXXX XXXX Website Document XX/XX/XXXX Called XXXX : XXXX XXXX., left message Phone Records XX/XX/XXXX Called BSI : XXXX XXXX, left message Phone Records XX/XX/XXXX Email from XXXX XXXX of BSI Financials : Message contained two options for FHA Loss Mitigation and a request to choose one and email her back indicating my choice. No documents sent and no phone call. There is nothing mentioned in my BSI online account. The due date for first payment due is XX/XX/XXXX on both options, XXXX XXXX Email XX/XX/XXXX Sent Email to XXXX XXXX : Choice # 1 indicated along with a request to know what will be happening next., XXXX XXXX  I have yet to receive an email or phone call back. Email XX/XX/XXXX BSI Financial sends a Certified Letter : Notice of Default and Intention to Foreclose BSI Financial Website Document XX/XX/XXXX Called BSI : XXXX XXXX, left message Phone Records XX/XX/XXXX Received Certified Letter from BSI Financial ( XXXX XXXX ) : Notice of Default and Intention to Foreclose says I need to send them {$4100.00} by XX/XX/XXXX to avoid foreclosure, despite being in forbearance until XX/XX/XXXX and includes {$170.00} in false late charges. I was told that all of my terms would stay the same, which includes no late charges while being in forbearance. BSI Financial Certified Letter XX/XX/XXXX Called BSI : XXXX XXXX., left message Phone Records XX/XX/XXXX Called BSI : XXXX XXXX, spoke to a representative who said that XXXX was no longer at work. She said that she could not answer any of my questions and that I was only allowed to communicate to XXXX about my mortgage, not even a supervisor. Phone Records XX/XX/XXXX Called BSI : XXXX XXXX XXXX, left message Phone Records XX/XX/XXXX Escrow Account Disclosure Sent BSI Financial Website Document XX/XX/XXXX Called BSI : XXXX XXXX, spoke to a representative tried to connect me to XXXX XXXX XXXX, XXXX XXXX. She was not in so the representative told me to leave a message for her and that she would return my message within 48 hours. I have yet to receive a phone call back. Phone Records XX/XX/XXXX Requested a Mortgage Verification Mimecast XX/XX/XXXX Called BSI : XXXX XXXX, left message Phone Records XX/XX/XXXX Mortgage Verification Request Response : Received a Credit Statement. It says my due date is XX/XX/XXXX, with the payment amount being {$410.00}. It shows 0 Late Payments. It says that my loan is in a repayment agreement but have not received any paperwork about it or signed any agreement. Shows principal balance to be {$41.00}. XXXX. XXXX XX/XX/XXXX Received Escrow Account Disclosure : Says my monthly payments will be {$390.00} beginning on XX/XX/XXXX BSI Financial Letter

Company response to consumer: Closed with explanation