Consumer complaint received 2021-11-11
Company: BSI Financial Holdings, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am asking for your assistance in an attempt to resolve issue with BSI Financial due to no longer possessing the physical nor mental wear with all to deal with the noncompliance, misleading, misinformed, misguided, and degradation by some over several occasions ( more than 20 calls made from XXXX til now ) upon contacting BSI in an attempt to gain fill and signatures upon four forms ( initiate continuance of financial housing assistance/subsidy ) that have been submitted by way of fax, email ( downloaded to portal ), voice message request, third party submission via fax or email ( third info. given repeatedly ). The lack of cooperation in just sending an email, making a phone call or faxing County agency for clarity on what forms are, there function, and proper preparation has been totally ignored in spite of numerous request to reach out to the agency , County of XXXX XXXX, XXXX XXXX housing specialist II in order to receive much needed assistance to be paid out to BSI Financial per mortgage payment. This assistance is called Section 8 Homeownership assistance. Unfortunately BSI Financial bought out a loan that was and has been receiving ongoing mortgage assistance since its inception via the County of XXXX ( HUD affiliated ). In doing so, the County of XXXX is in need of four forms to be filled out by BSI in order to continue assisting property : Housing specialist XXXX XXXX informed me as of late XX/XX/2021 via email that she had not received any response back in her reaching out via phoning and faxing BSI in an attempt to have forms completed.She sent me forms needed and asked if I could attempt to gain a contact person, stated will do. I faxed the forms myself along with phoning for who contact person was for the task at hand was given XXXX XXXX per XXXX as confirmed individual-fax request was addressed to her along with program and XXXX XXXX information in the case there was a need for clarity, any other questions, or for return. I phoned XXXX and gave contact info. given for XXXX XXXX. I phoned back after XXXX XXXX was told via cstmr. care rep. XXXX upon him contacting XXXX XXXX that she did receive the faxed forms and that she was not the contact but in fact loss mitigation and that forms would be sent to Legal dept. on that day. She had not acknowledged forms ( nor reached out ) that were faxed to her on XX/XX/XXXX. I was instructed by XXXX to give it 14 days, phone back for status, so I did. Upon phoning back I was told there is no legal confirmed XXXX XXXX is the individual over account that had just been acquired as of XX/XX/2021. I have left several messages for XXXX XXXX ( will not respond nor allowed to speak with anyone of authority directly ) along with housing specialist XXXX XXXX, with no response to us both. Thereafter I was told to download the forms ( forms that had been faxed twice by way of myself and XXXX ) to my portal-I complied. After which I inquired if now they be completed I was told they need to be completed by you, which was incorrect ; asked that the Housing Authority of the County of XXXX be contacted for authenticity, refused, betrayed by yet another cstmr. rep.. I would hang up and dial BSI two times a week phoning three times each on each day ( six calls a week ) speaking with different reps.each time receiving variations in information pertaining to the four forms-variably lied to that theyd be completed, legal would do it, I need to apply for XXXX, they are very familiar with forms, wrong forms have been sent and the falsehoods continue : my worse nightmare! This has went on for the last months up til last phone call made as of XXXX. Spoke to as if youre non viable, degradated by not all but most. When asked to speak with a supervisor due to the importance of these forms to my livelihood blocked! If asked why wont someone just phone XXXX for explanation and the how to since they were totally unaware of proper handling, refused an answer or lied to. Told she was phoned would ask when was unable to provide a date nor time when act was committed not to mention each time I phoned BSI I would phone XXXX XXXX on whatever non update I received, shed state each time no one has contacted her. I was told XXXX was supervisor ( given her name on two occasions with extension once-left message no response back. I was hung up on after discussion and awaiting transfer to supervisor or always told unavailable. I was never allowed to speak with legal, XXXX XXXX, XXXX nor any manager to receive clarity in proper handling of situation or recourse. At this point I wanted to know if it could be completed or not, continually stated shall be done and that XXXX XXXX is the person. Many argumentative phone calls later, I spoke with a cstmr. rep. who actually seemed to care about what I was sayin she reached out to a manager ( had become common that I can not speak directly to anyone of authority. She confirmed yet again that XXXX XXXX is the overseer and that I place a third party authorization on my account for XXXX XXXX and all county entities and HUD, so I did. Upon my second phone call made to BSI on the date of XXXX, I stated to the cstmr. rep. that I have no recourse but to file a discriminatory non compliance in the handling of my new account via BSI Financial with CFPB. I expressed how Ive written/expressed the validity of funds needed to sustain my mental/physically very medically fragile adult son and the threat theyre posing to sustaining housing for a family of meager means but more importantly my adult son receiving this precious assistance keeps him in home and safe from being convalescence during a time that would not only be costly but deadly in his circumstance. I am trying to literally just keep a roof over our heads during these troubling times. BSI has introduced financial strife and threat to my doing so-Im paying full mortgage payment out of pocket on time so far in spite the need for the continued assistance. The mental angst is strongly felt as my son and myself are being discarded, not considered viable by this company. My greatest wish would be for my loan to be twice removed from this company but being told can not be done til sixth month, so meantime I would wish for my loan to be handled by someone else, not XXXX XXXX. I attempted to file a complaint via CFPB on XXXX as I gave information was told that rep. XXXX computer had timed out saving none of what was stated to her by myself, I wanted to give up! But I can not, I have to fight for my son and all those like him and in a situation as mines. My son is very ill as I write this, I am exhausted and scared. I made a last stab attempt on XXXX just to see if BSI would be kind they were not, told they have nothing to do with past events told once again that forms would be sent to legal per supervisor XXXX conveyed by an unforgiving cstmr. rep. XXXXhis rude reinvigorated me to reach out and ask sincerely for your assistance in helping me continue sustaining my sons life by way of this appreciated assistance received from HUD via the Housing Authority of the County of XXXXand of course your agency due to helping recent past. Any information you can help provide me in resolution will be solely appreciated-I am at a complete stalemate with this deceptive company. No one of meager means with health issues should be treated so unjustly its inhumane. I just want to ensure if I were to precede my son in death that he has a safe place to reside, they are working against this reality-its shaming. 
Thank you for reading

Company response to consumer: Closed with explanation