Consumer complaint received 2022-06-01
Company: BSI Financial Holdings, Inc.
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Our escrow analysis was 1st completed in XX/XX/XXXX. We received a communication letting us know of over a {$6000.00} overage with the breakdown on future escrow money collection for our payment, but I noticed the tax amount was not correct. We had finished building our home in XXXX and taxes were now fully assessed with the XXXX ( home ) on the land and their analysis in XXXX had the land only taxes. I tried to call BSI over and over. I waited on hold for XXXX minutes and then the next day XXXX minutes and I even tried using their IVR feature to have the IVR hold my place and call me back and no call back happened. I carried my home phone around with me for days, as I attempted for a week to get them on the phone at BSI, but they never called me back. I finally wrote an email thru the Online BSI system and I got this generic response that my request was being processed, but nothing happened. So the next week, this at the beginning of XXXX, I tried to email them again thru their online system and finally got a call back from a nice lady. 
The lady that called me explained they realized they had the wrong tax amount and were in the process of updating our escrow analysis. This made me happy since I wanted the correct amount paid to the county for taxes. I asked how long it would take for the new analysis and when the overage check would be sent to us. We live rural and have mailbox thieves and my locking mailbox is on back order, but we rarely have anything of importance mailed to us for this reason. The nice lady at BSI told me that once they are done with the new analysis that there would be NO HOLDs on the overage check since it is the 2nd analysis being done and to expect the overage check to be sent about a week after the XXXX analysis. THIS WAS A LIE! I watched our account on the BSI website and seen the new overage check transaction be processed on XX/XX/XXXX. We got our second escrow analysis document just a few days later and it is dated for XX/XX/XXXX. According to the nice lady that called me finally from BSI, that means our overage check of {$4300.00} was to be sent to us via mail within a week of the new analysis. THIS WAS THE LIE!!! Today is XX/XX/XXXX and we STILL HAVE NOT RECEIVED OUR ESCROW OVERAGE CHECK OF {$4300.00} that was clearly processed in their online system transactions on XX/XX/XXXX. Not only was the check not sent to us within a week of our 2nd escrow analysis, but it was not sent to us within the regulated 30 days either!!! On XX/XX/XXXX, I emailed BSI thru their online system again asking where our escrow overage check is and what the tracking info is and why haven't we gotten our overage check yet. {$4300.00} is A LOT OF MONEY. We live rural and I need the tracking number for the check. I got a generic response that my request was being processed. I went back to that email to get in and take a picture of their response but its a timed request and it would not let me back in to open it. I then submitted another email thru the BSI online system on XX/XX/XXXX ( I think ) and have NOT heard ANYTHING! I tried calling BSI but I just get put on a hold in their IVR for XXXX minutes and no one picks up and no one calls back. Today is XX/XX/XXXX and BSI owes us {$4300.00} for escrow overage per our 2nd escrow analysis and I have confirmed the county received the correct amount from BSI for our taxes so why don't we have our {$4300.00} check in our hands? Why can't I get them to respond? I am concerned about mail thieves which is why this all started but at this point I am beyond mad and no one at BSI will call me, or email me or respond to me about the check they were supposed to have sent us at the beginning of XXXX per the lady that called me from BSI back in XXXX! What kind of XXXX is that? Please please help!

Company response to consumer: Closed with explanation