Consumer complaint received 2015-12-14
Company: Servis One, Inc., Titusville, PA Branch
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
am currently 2 months behind in my mortgage of which is due to due an error BSI Financial made calculating the escrow. My mortgage loan was transferred to BSI Financial by XXXX in in XXXX after I became ill and got behind in my payments in XXXX. I received a XXXX XXXX to bring my mortgage current in XXXX. I received notification from BSI stating my mortgage payment was increased to {$2200.00} effective XXXX in XXXX. I called BSI immediately upon receipt of their notification of the increase. I called for a long time and left several messages ; weeks later I got a call back from XXXX. I explained to him the payment is too high and I ca n't afford a payment that high. XXXX was very insensitive and I continued calling seeking assistance and leaving messages. I finally made contact with a lady and again reiterated my situation. She stated oh your escrow payment is very high. She said let me talk to my boss and see if we can stretch the escrow payment over a longer period. What her boss came up with was a {$100.00} less and still not helpful. I asked her for a loan modification paperwork because my rate is 7.999 %. I asked her if the loan modification did n't come through will your boss 's offer still be available and she pretty much said no. I never received any loan modification paperwork from BSI Financial. I went to a non-profit organization for help getting a loan modification with BSI in XXXX. In XXXX BSI Financial denied the loan modification stating my gross income states I can afford the payment and recommended I bring the account current, of which I 'm still 2 months behind. I called BSI representative XXXX XXXX about the denial and over avenues I can take to get help. XXXX was very short and stated I owed school taxes and that 's why my escrow is {$2000.00} short. I told him that 's not possible because school taxes are not part of R/E taxes in my city. Again after several calls and leaving several messages to XXXX I call various extensions and had a co-worker tell him to call me. XXXX stated the escrow transferred from XXXX was a shortage of {$2000.00} and my R/E taxes were {$3600.00} and that 's why you have a {$5700.00} shortage in escrow. I told him that was not possible there was no shortage in escrow at XXXX. I went online and reviewed my XXXX XXXX, spoke with a XXXX representative and confirmed the {$2000.00} was in fact a surplus not a shortage. I called XXXX several times and left messages stating BSI Financial screwed up my escrow A/C and based on calculations my mortgage payment s/b {$1600.00}. They are not applying the escrow over a 12 month period but in fact applying the escrow over a 7 month period. Again, I call various extensions and had a co-worker tell XXXX to call me and he did and said we found that your escrow was not a shortage but a surplus of {$2000.00}. I told you that you did n't find anything. I asked when were they going to fix their error? XXXX said well our strategy is that you bring the A/C current and we 'll look into possibly giving you {$1500.00}. I told him you guys screwed up, caused me to get behind in my mortgage, cause my credit to go into the toilet and your strategy is this XXXX. I have paid BSI an overage of {$4500.00} in escrow. BSI needs to use the {$4500.00} overage to bring the A/C current. I said BSI did this to me and this is no fault of mines and you guys are not willing to correct you error is that correct. XXXX said well our strategy is that you bring the A/C current and we 'll look into possibly giving you {$1500.00} in a very sarcastic tone. I was so angry I hung up the phone. I found a website with a ga-billion complaints about BSI their escrow errors and XXXX selling loans to BSI. The vast majority of people subjected to this experience are homeowners who received loan modifications from XXXX, a XXXX loan, or behind in their payments.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation