Consumer complaint received 2021-04-16
Company: BSI Financial Holdings, Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
1. Mortgage Transferred from Owning to BSI Financial Services XX/XX/XXXX 2. XXXX received letter from Owning informing of the transfer of mortgage to BSI Financial Services on XX/XX/XXXX that mortgage has been transferred. 
3. Nothing sent from BSI by end of XXXX so XXXX calls BSI Financial services to ask how to pay for XXXX. 
4. BSI tells XXXX that the loan has not transferred to their system and wait to pay. XXXX says nothing will be done for 60 days as far as reporting late payments to credit bureaus while the loan is being transferred. 
5. On the call setting up Auto pay is discussed and XXXX sends in Forms and void check to setup weekly withdrawls in Early XXXX. 
6. XXXX gets payment form in mail From BSI with detail on where to send payment. 
7. XXXX Sends Check for {$3500.00} on XX/XX/XXXX. 
8. XX/XX/XXXX XXXX Applies for a HELOC loan via XXXX. Current credit score is XXXX. HELOC Loan is approve for {$300000.00} 9. XX/XX/XXXX XXXX gets mortgage statement from BSI website stating account is past due {$5800.00} past due with two missed payments and a total amount due XX/XX/XXXX for {$8700.00} 10. XXXX Pays via XXXX the {$5800.00} to clear the past due balance. 
11. XXXX calls to discuss the matter with BSI financial and matter is escalated to manager to call XXXX back. No call back. 
12. XXXX gets an Alert from XXXX XXXX that Credit score has been lowered to XXXX with a delinquent payment of Delinquent BSI FINANCIAL SERVICES It looks like you have an account with a past-due balance of {$730000.00} with BSI FINANCIAL SERVICES. 
13. XXXX can not fund the loan due to the credit score and missed payment. 
14. XXXX has to back out of offer on a 2nd home as a result. 
15. XX/XX/XXXX XXXX receives a call to collect {$5800.00} from BSI financial 16. XXXX states the payment of {$5800.00} was made yesterday and the check from XX/XX/XXXX for {$3500.00} has not been cashed and confirms that the Auto Pay has not been setup yet. 
17. XXXX call BSI to escalate the credit matter and is passed to manager XXXX XXXX. XXXX ext. XXXX. 
18. XXXX says she will escalate the matter to their credit department. 
19. NO CALLBACK FROM CREDIT DEPARTMENT AS OF XX/XX/1920. XXXX Calls XXXX XXXX to and leaves vmail. 
21. XXXX calls XXXX XXXX. XXXX. XXXX to call me back. No Call Back 22. XX/XX/XXXX XXXX speaks with XXXX XXXX XXXX. Advises to go to credit reporting agencies to resolve directly. 
24. XXXX and XXXX says current. XXXX says payment is past due.

25. Dispute filed with XXXX. 
26. Letter from BSI needed to get XXXX to correct credit score. 
26. XXXX Called BSI XXXX XXXX. Left message 27. Called main number and was told BSI sent a letter to recall the late payment status from Credit Bureaus. Was told a copy of the email was being sent to me in next few minutes. 
2

8. No Letter sent.

29. Called XXXX to check if they have received correction letter from BSI. XXXX  confirms no letter has been sent. Advised I call BSI and be in the call when they call XXXX 30. Called BSI back. BSI refuses to let me talk their credit department and and get on a call with XXXX. 
31. XXXX has to recind offer on home. Currently looking for other opportunities in a very hot market that prices are increasing weekly. 
32. Dispute filed here,

Company response to consumer: Closed with explanation