Consumer complaint received 2022-01-08
Company: BSI Financial Holdings, Inc.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In late XX/XX/XXXX, I received a notice from my county tax collector. My lender, BSI Financial Services had recently lowered my mortgage amount based on the property tax bill for XXXX, which was significantly lower than what my actual bill would be for XXXX. I have a new build, so I'm assuming I paid taxes on the lot, only. I was concerned that I wouldn't have enough in escrow to cover property taxes, so I asked for a re-evaluation of my escrow. I was told it would take no more than 30 days. 
The 30-day mark had passed when I contacted BSI for a status update on my re-evaluation. I was told that an email would be sent to the " Research Team '' and marked urgent and someone from that team would be contacting me via email with an update within 3-5 days. No one responded to me. Taxes were due XXXX and had not been paid, but weren't yet late. I called again to ask for an update and clarification regarding the re-eval and again, was told that another email would be sent and marked urgent, to the Research Team. The rep also offered to have someone contact me within 48 hours. No one called or emailed. I called several times and sent over tax documents to their customer care address. No one ever replied with confirmation that they were received. 
The only way I could somewhat confirm any activity in escrow was through the customer portal, online. That same portal offers an " Email Now '' option which I used to try to get someone to reach out to me regarding my concerns. In it, I explained that I'd reached out several times asking for updates and clarification about my accounts and instead, received the runaround. The response I received on XX/XX/XXXX was, " We are currently processing your request. '' In XXXX, I received an escrow refund check for {$5300.00}, from BSI. After waiting a few days, I cashed it and paid bills once funds were available. The following Monday, my bank notified me that my account was overdrawn by {$3300.00}. BSI had stopped payment on that check resulting in wiping out what I had saved. 
There was no documentation included with that check that indicated it should not be cashed. It was issued on XX/XX/XXXX, well after my escrow re-eval would've been completed. No one called me to discuss the conclusion of the re-evaluation or to tell me it was completed. No one contacted me regarding my options regarding a refund. 
Like most people with thousands of dollars in insufficient funds, I had to resort to desperate measures to cover pending transactions, which put me in more debt. Again, using the portal on XX/XX/XXXX, I expressed my frustration and disappointment with BSI, letting them know the financial distress they've put me in. I haven't received a response to that message. However, strangely, I did receive an email with an Annual Escrow Account Disclosure Statement attached with a message that read, " Pursuant to your request, please see the attached document. Please note, this is not a monitored email account. If you have any questions regarding this email, please reach out to customer care. '' I never asked for a document. Interestingly enough, my original email was not included in this reply. I don't have any way of retrieving my own outgoing copy. The email to customer care is one I've used before as mentioned earlier but never received a response. 
I have been asking this company for months to clarify the nature of my account to avoid this very issue. Its not fair that I am left in a huge financial bind, yet they have the right to seek my mortgage payment that is due this month. They should not be able to make mistakes like this at the customer 's expense.

Company response to consumer: Closed with explanation