Consumer complaint received 2022-04-28
Company: BSI Financial Holdings, Inc.
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We made our mortgage payment on XX/XX/XXXX through bill pay with my credit union. We have been using this method since our loan was sold to BSI Financial in the summer of XXXX. We chose this method because their app and website did not work efficiently. My credit union says it should be delivered by the XXXX. We started receiving calls on the XXXX, that it has not been paid. We continue to get these calls for a week, and they had excuses as the USPS holds bank checks like that or it has to be lost in the mail. I can understand a week but not 2 and 3 weeks. They had no other explanation, my bank unfortunately does not have tracking on the mail and this is the first time it has been lost but not the first time that it has taken 5 to 7 days to process, which is a monthly occurrence. We were charged a late fee which one representative said would be waived. After 15 days ( XX/XX/XXXX ) we cancelled the check through my credit union to pay on their app. Somehow my checking account number ( which was correct ) would not work. I tried it on their website and received the same message. I did a chat with my credit union to see if I should be using a different number or a different combination. They gave me suggestions of taking off the first two and last two and a combination of those. Nothing worked. I called up on XX/XX/XXXX to see what account number I needed to use, they offered to complete the payment over the phone for {$20.00}. I told them I would not pay the {$20.00} because I should be able to do it online like I was trying. She, rep XXXX, agreed to waive it and my account number, the same number I was using online. I asked that I be contacted on how I can make the payment online since we are running out of efficient and effective ways of paying our mortgage in a timely manner and our payment is due at the end of the week. The app does not work, the website does not work, a check mailed from the bank does not work. The only thing that works is something that insures more fees for them. During this process we checked reviews and others have had the same issue we have had, and have had issues with their home owner policies being processed in time, they end up trying to have them have their own high premium policy despite it being sent. They are also not supported by the XXXX  and have the same negative reviews. We recently received a letter from the county reminding us to make our property tax payment that is paid through our escrow. It says it was processed on XX/XX/XXXX on the BSI app but we will see if it sent to the county in time. We have asked to speak to managers, supervisors and others and nobody calls us back. I have not received a email or call about the app and online issue despite speaking to the rep and sending an email that same day. Each contact we have had we asked that our loan be sold as we do not wish and did not choose to do business with them, and have received no response. They are a predatory company that are trying to make more money off people trying their best. Today XX/XX/XXXX I checked and my next due date is XXXX and we owe {$48.00} for May. Im not sure how that work?

Company response to consumer: Closed with explanation