Consumer complaint received 2021-12-11
Company: BSI Financial Holdings, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXXXXXX XXXX  my mortgage was transferred from XXXX XXXX XXXX XXXX XXXX to BSI Financial Services. I received a delinquent tax bill from XXXX XXXX ( where I live ) for {$4100.00} which includes the quarterly tax ( {$4000.00} ) plus interest of ( {$63.00} calculated out to XXXX XXXXXXXX XXXX.  I first called BSI Financial Services on XXXX XXXXXXXX XXXX to inform them that the taxes hadn't been paid. I also spoke to my Township tax collector who said that they need XXXX  to send them something in writing so that they can send future bills to them directly. XXXX told me they don't have direct contact with counties. Some counties send them a tax bill and some don't. They said they didn't have the block and lot number for my property which they use to determine the tax amount online. I therefore sent the delinquent tax notice to XXXX on XXXX XXXXXXXX XXXX  which contains the block and lot number and sent a copy of the mortgage transfer letter to the Township. I also contacted XXXX XXXX so that they could update their mortgagee clause with the new lender. I opened up an account online with XXXX  so that I could monitor whether they made the tax disbursement. I sent a follow up email on XXXX XXXXXXXX XXXX asking if they received my XXXX XXXXXXXX XXXX email. On XXXX XXXXXXXX XXXX, I sent another email asking if they would consider discontinuing the escrow option so that I could pay the tax and insurance bills myself ( no response ). On XX/XX/XXXXXXXX XXXX I called XXXX XXXX again and asked them to pay the delinquent tax bill that day. The woman told me the tax bill would be paid that week ( i.e. by XX/XX/XXXXXXXX XXXX ) but probably not that day. She said it takes 6 weeks from the date of transfer for all parts of the loan to transfer and escrow comes last. She acknowledged that transfer started on XX/XX/XXXXXXXX XXXX and that this " fell through the cracks ''. I told her this was very stressful for me and that that the taxes need to be paid immediately. She said she would call me to let me know when they paid the taxes. Today is XX/XX/XXXX XXXX XXXX and the property taxes still have not been paid. The amount due today is {$4100.00}. I emailed XXXX the preliminary tax bill for XXXX on XX/XX/XXXX so that they know the future tax billing dates and amounts. 

I am an only parent to a XXXX XXXX child and have a very high credit score. I pay all of my bills in full each month. I had no control over the transfer of my mortgage to XXXX XXXX. Losing my house would be an extreme loss for me and my child as I have acted in good faith with both lenders and have never missed a payment. My child receives XXXX XXXX from the Township school district and would suffer if I have to move to another house or if I lose our house. I have a stable job and fully expect to be able to pay off the remainder of the loan. The amount in my escrow account is {$8300.00} and I am about to pay them an additional {$1400.00} this month with the monthly mortgage payment. At this point, I don't have any reason to trust that they will service this loan responsibly. Please help me.

Company response to consumer: Closed with explanation