Consumer complaint received 2022-01-05
Company: BSI Financial Holdings, Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
BSI Financial Incorrect Escrow Calculation & Will Not Resolve/Communicate : At the end of XXXX/beginning of XX/XX/XXXX, I noticed that BSI Financial was scheduled to withdraw a significantly higher amount from my account in the next month ( {$2200.00} to {$3000.00} ). I called their customer support line on XX/XX/XXXX @ XXXX ( EST ) and described what I was seeing and they identified that they were estimating approximately $ 12k/yr in Real Estate taxes for the Escrow and that they also were estimating a shortage for last year based on their same estimates. My Real Estate Taxes were {$7500.00} in XXXX and will be {$7800.00} in XXXX ( significantly less than their estimates ) which I explained to them and gave them a recent assessed value and tax rate for my property ( also publicly available to them ). There was obviously a discrepancy here but the Customer Service Representative was not able to give me any details on the data their estimates were based off. She put in a request ( or at least told me she did ) to have their accounting/finance investigate and correct any issues which would be completed by XX/XX/XXXX. Anytime I requested for a transfer or have contact information for anyone in account/finance department that could share more information or actually make the adjustments I was denied. 

I never received any follow-up communication even after the XX/XX/XXXX targeted completion date had past and the issue remained unresolved. I called again on XX/XX/XXXX @ XXXX ( EST ) to follow-up. I was notified by the Customer Service Rep they saw the notes of the prior call but that the request was never internally put through and never investigated/corrected. They would not transfer me to anyone from accounting/finance or anyone else that could remedy the situation and the Customer Service Representative seemed to have hung-up on me during this call. I called back and got another Rep and she informed she would send an internal email to the appropriate departments and that they should have a response in a few hours. 

XX/XX/XXXX @ XXXX ( EST ) : Called back to follow back up after no communication and no resolution. Would not transfer me to appropriate departments and told me once again they were sending an internal message/request to get this reviewed. Also told me to send an email to XXXX with any Tax Information from the City that would support what I was saying. 
XX/XX/XXXX @ XXXX ( EST ) : Sent an email with my Real Estate Tax information from the City ( preliminary ) to XXXX based on the email address the prior representative had given. 
XX/XX/XXXX @ XXXX ( EST ) : Called back to follow back up after no communication and no resolution. Would not transfer me to appropriate departments and told me once again they were sending an internal message/request to get this reviewed. 

XX/XX/XXXX - WITHDREW THE HIGHER INCORRECT AMOUNT FROM MY ACCOUNT. 
XX/XX/XXXX @ XXXX ( EST ) : Called back to follow back up after no communication and no resolution and they were closed. 
XX/XX/XXXX @ XXXX ( EST ) : sent an email with an updated final version of my Real Estate Tax information from the City to XXXX based on the email address posted online. 
XX/XX/XXXX sent a message through the email now feature on their website ( still no response ) XX/XX/XXXX : I still have not heard back from them at all and the problem is still not resolved. They took out an additional {$700.00} out of my account in XXXX and scheduled to do the same in XXXX. 

This should be a simple fix/calculation in my opinion especially with the amount of data publicly available not to mention the official documents I had sent them from the city to show the actual Real Estate Taxes. Their estimates for the Real Estate Taxes are significantly off. In addition to the fact they have not communicated or corrected the issue in the last month, I am also concerned that a financial company would let an estimate/change with an error this large go unnoticed. 

This is a terrible customer experience that leaves me with no faith in the competency of this company.

Company response to consumer: Closed with explanation