Consumer complaint received 2023-02-16
Company: BSI Financial Holdings, Inc.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have spoken to XXXX CSRs since last XXXX. I have a weekly draft, it is showing pending the day of the draft. It always does this. Last Wednesday XX/XX/23 that pending draft was not there. I worked all day, got home and it still was not there. I called BSI, I spoke to a male, I did not get the name. My husband participated in the converstaion via speaker phone. I was informed that my bank stated the funds were not there to cover the draft. I said that was odd because I have money. I proceeded to do a manual payment with the CSR. I was also informed that only XXXX draft attempt would be made. The payment shows on my bank statement, dated XX/XX/23. Then I wake up on the XXXX and I have another draft, dated XX/XX/23. I was double drafted. I called back and spoke with an XXXX American female who was rude, interrupting and full of useless info that didnt pertain to the reason I called, and frankly was a waste of my time. She had my husband and myself extremely upset. This lady proceeded to tell me that the previous CSR was wrong in the info they provided, of course them seems to be a trend with this company, each CSR has conflicting information. I was told I could get refunded for the double payment but that would take half a month to get back. In the mean time, the misinformation I was provided caused a NSF fee for my sons daycare check. Check XXXX for {$140.00}, and the Overdraft Charge {$33.00} dated XX/XX/23. My husband, called on XX/XX/23, XXXX, literally the first business day of the week that he could call, to stop the draft from happening this week, draft date XX/XX/23. Since I was double drafted last week from the misinformation we decided to skip this weeks payment. And that wasnt even done, I got drafted anyhow. So I will be incuring more overdraft fees this week for yet another mishap. XX/XX/23, I have now incured another {$28.00} fee because my bank pushed the mortage payment through even though I didnt have all the funds to cover it. I have XXXX more pending payments that will incur {$33.00} fees each tomorrow XX/XX/23. My husband has been speaking to a XXXX XXXX at BSI as of XX/XX/23 who informed him that the bad information given that caused the double draft last week, was in fact the manager who provided it. I and my husband have been sending emails containing screen shots of the all the fees we have incured so far. So far nothing has been done. We have not been refunded for the fees and this company is a nightmare to deal with. Last year I had issues with them providing information that they paid my escrow and paid it on time. Before that it took an act of congress to get the welcome documents that they bought my loan. My payments to my old mortgage company were coming back before I recevied anything from BSI Financial as to where to send payments etc. I have had very few pleasant dealings with them. Their customer service is atrocious. 
They have a hate group on XXXX, tons of lawsuits against them, tons of bad reviews and a XXXX XXXX score is a XXXX, and I can see why. I dont know as a government, how this company is allowed to remain in business.

Company response to consumer: Closed with explanation