Consumer complaint received 2023-12-11
Company: BSI Financial Holdings, Inc.
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
I built/purchased a new home in XX/XX/XXXX. In XX/XX/XXXX, I accepted a job offer in XXXXXXXX XXXX, so I put the home on the market ( initially in XXXX ). XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  As of XX/XX/XXXX, I could no longer afford to maintain the home in KY and pay for my living expense here in VA, so I reached out to BSI for assistance in XXXX to get a deed in lieu. XXXX was the last mortgage payment I made, and I was clear about that every time I spoke to BSI. At least 2 customer service reps assured my that as long as my account was current when I first reached out for a workout plan, that would be fine.

I have been trying to get a deed in lieu granted and BSI has been terrible about communicating with me from the beginning. Every time I reach out, I am told something different. On XXXX, they confirmed receipt of my loss mitigation application ( which they didn't tell me I needed until XXXX, despite several calls prior to that where I asked what I needed to do ) and supporting documents they requested ( tax returns, pay stubs, bank statements, etc. ). I sent that info via email on XXXX be clear, I had to reach out on XXXX to ask if they'd received the application I sent on XXXX ; no one reached out to me. 

It says on the application itself that they will respond within 30 days with a decision. I called 2 weeks later to check in and they again said they had everything they needed, but that my case was still " pending. '' Fast forward to XXXX, which was day 30. I called and after being shuffled to 3 people, was told that it didn't appear my application and documents were ever sent to where they should have gone. That person said she'd do some digging and get back to me. I have heard nothing since. 

I called again on XX/XX/XXXX and when the representative said they would transfer me to loss mitigation, he dropped the call. I called back and was told ( by a different representative ) that the loss mitigation staff was on another call and would call me backI am still waiting for the return call. 

I believe BSI is in breach of contract, as over 30 days have passed and they have not communicated to me at all about my application statusthere are other statements on the application about what actions they will take, which they have not. 

The lack of communication and clarity has been maddening. I am incredibly frustrated. Meanwhile, I have just started a high-level position and need to focus on that and other parts of my life. I have always paid my bills on time and wanted the deed in lieu, as it was faster and less of a credit hit vs foreclosure. Due to BSI 's negligence, I am now stuck with no options and no direction. I am a proactive person and have done everything I was asked ; BSI has done nothing. 

While all of this has been happening, BSI has reported XXXX mortgage payment to the credit bureaus as late, so my credit has already taken a hit. I can only assume that they will report XXXX as late as well. A BSI rep assured me that after the deed in lieu process was complete, at my request, they would send a letter to the credit bureaus, asking them to correct/remove the late payments.

Company response to consumer: Closed with explanation