Consumer complaint received 2020-06-07
Company: BSI Financial Holdings, Inc.
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
After a refinance, I opened an account through XXXX/XXXX as instructed. On closing I was told I would receive a phone call and a welcome packet which never arrived, but the first bill did so I paid using online format. After paying, I received a email conformation and filed. While on vacation ( RV driving, so internet only available after hours while camping ), BSI never took payment from my back account even though they provided a conformation. In addition, they added a late fee and attached that to the second payment I would be making. I reached out and left messages, but no one called so I could get an accurate amount to pay after the late fee was removed. After returning from vacation, BSI suggested I never paid, until I provided the fact I had a conformation number. They said, I had to pay the full amount, including the last fee for the previous two months. '' RECORDED LINE. Once I did they waived the late fee and said, " No Reporting to Credit since it was a their computer 's problem. '' RECORDED LINE. Recently, they refused to accept proof of insurance through electronic means they suggested ( I have XXXX. XXXX ). I had XXXX XXXX billed me directly ( BSI threatened to add insurance that cost twice as much ) and tried to contact BSI for a new amount. They have not responded to 15+ Phone messages. I can not stay on the line, as they force you to leave a message. They never return calls. I have sent a video to their sales department email of me trying to pain my mortgage using their banking system, but it not accepting payment. I don't understand how this could not be breach of contract as they have attempted no communication beyond one email that stated, " Your information is being processed. '' To finally get away from this company, and take advantage of lower rates, I called another company who said they I have been reported as late on previous credit report. This was made in BSI error, but they still reported to my credit this impacting my family negatively for years to come potentially. Still, they will not contact me and so if I don't pay, they will continue to try and take my house illegally. My mother lives in the guest house behind us, and we are both non-for-profit, State Employees. Even having to pay XXXX XXXX {$410.00} ( a quarter of the premium ) was impossible without government  intervention through stimulus ), only to have it refunded we BSI realized I would not fall into any more of their financial traps. Over 3 months of continued contacts, through emails and message and no response ; video of their website not accepting payment ( the dates are usually off from section to so they can trap those who need the grace period ) ; XXXX dollar fee to pay online ( which i would gladly pay for a site that 1 ) worked consistently and/or 2 ) was supported by the business ; a faulty hit to my credit ; and another late fee in lack of communication regrading house owners insurance using their process ( First time : Confortmain, but not shared with BSI ; Second Time : A code that wasn't active even though sent by BSI ). Will anyone help, because they flat our refuse to contact me and explain their action over the last year.

Company response to consumer: Closed with explanation