Consumer complaint received 2023-08-03
Company: BSI Financial Holdings, Inc.
State: WI
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
This is the fifth issue in billing that I have had with BSI Financial since they purchased my mortgage from another company. I will start with the fact that their billing issues are constant. They have double charged me for property taxes on two occasions, and on two other occasions misapplied my homeowners insurance. I am dealing with the second misapplication now as well as this issue that I am writing to complain about now. 

On XX/XX/23, I sent my mortgage payment of {$2400.00} to BSI via my banks Pay Bill system. With the upcoming holiday, the payment date was going to be delayed until XX/XX/23. On XX/XX/23 I noted that BSI had yet to cash the check I mailed them, and I phoned them. They, of course, claimed they never received the check. I surmised that they had in fact received it and either were delayed in cashing it or they had lost it. The representative argued with me stating that they " never '' lose checks. 

As a result of the check being in question, on XX/XX/23, that same day I phoned my bank and placed a stop payment on the check. I then phoned BSI back and performed a check by phone. I performed the check by phone for a different amount than the original check so that I would know at a glance that that check was cashed and so that I would be able to immediately recognize if they attempted to cash the original check simply by seeing the dollar amounts. I did this because my bank explained to me, when I phoned them to stop payment on the original check, that it could take 24 hours for the stop payment to kick in and I did not want to have BSI attempt to cash it after receiving the current moths payment. I also asked the BSI representative to note my account, that if the original check was located in the next 24 hours, that they would not attempt to cash it. I was assured that BSI would not attempt to cash the check. 

On XX/XX/23 I checked my bank account and noted that BSI had on, XXXX and XX/XX/23 attempted to cash the check they said they never received. I phoned BSI because I noted on the account that they were now charging me with an NSF fee. Upon phoning them I spoke to " XXXX '', who was XXXX and rude. He explained to me that he saw the notations on my account from XX/XX/23 and that I made the mortgage payment ( actually a payment well over the payment due ), but that he would not have the NSF fees waived unless I could prove that I mailed the original payment in XXXX. 

Frustrated with his response, I reminded " XXXX '' that we were in a legal and binding contract, and that contract allows both parties to have expectations. If they were expecting me to produce evidence of payment, than I was expecting them to provide evidence that it took almost a month for them to receive my payment. He stated that he refused to do that. 

I have requested evidence of the original payment from my bank so that I have documentation directly from them to supply BSI with. I also have the payment detail from my own account that demonstrates when I made the payment as well as the expected date of payment/delivery. I am attaching that documentation while I await the official letter from my bank ( XXXX ). 

BSI has a lengthy track record of payment mishaps. One only need look at the BBB website and view the over 300 complaints filed against this company. Their business practices are disgusting an predatorial. I have grown weary of having to constantly deal with their " mishaps '' and improper and even illegal business practices. It would see to me, based on the shear amount of complaints against BSI, that they are blaming the customer for their inability to properly handle their own finances in order to charge the customer/consumer with additional fees and fines.

Company response to consumer: Closed with explanation