Consumer complaint received 2022-10-11
Company: BSI Financial Holdings, Inc.
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
For starters, My loan was sold to BSI Financial Services back in XXXX of XXXXAt that time, I was behind three months in my mortgage payments.I was not informed about my mortgage being sold to BSI Financial Services until XXXX of XXXX.In XXXX of XXXX, I received a mortgage statement from BSI Financial Services stating that i owed {$4000.00} in back mortgage payments.So as of XXXX of XXXX, I had reached out to BSI Financial to get assistance in getting a loan modification ( Forbearance ) .Customer service was absolutely awful!! Trying to get in contact with my assigned Loss Mitigation Officer was atrocious!! It was very difficult, challenging and very frustrating!!! I had left several messages for her to get back in touch with me to get this process started, which i never received a return phone call.I 've also tried to contact her supervisor and left messages with her as well.Which resulted in the same outcome.After trying consistently for nearly the whole month of XXXX, I finally got in contact with her and the forbearance process took place.My forbearance did not expire until XXXX of XXXX, which at that whole time i was still making my mortgage payments on time.On XXXX of XXXX, I had once again called my loss mitigation officer to set up a partial claim, so i could get back into the current status of my loan and once again it took me nearly the entire month of XXXX to get in touch with here.Finally after calling and her not answering her phone, leaving messages, calling customer service, being on hold for 20 minutes, not being able to talk to a supervisor or anyone in management and not returning my phone calls, I got in touch with her.On XXXX XXXX, was the start of my deferment ( Partial Claim ) process, which i was told that it would take 30-60 days for the completion approval of this process.It actually took way over the time frame that they BSI stated!!! The deferment process started on XXXX XXXX and completed on XXXX XXXX, a total of 81 days to complete!! ! During the course of this process, I did not receive any type of communication from the company or my loss mitigation officer.Not a phone call, a letter, nor an email.Absolutely ridiculous! I was also told that after the approval of the deferment, that it will take 30-60 days for the company to update my account, which it still hasn't been done yet! Its been 90 days.As of now i need BSI Financial Services to do that so i can move forward.This has been the worse experience that i ever had dealing with a mortgage company!!! BSI is by far the worse mortgage company ever!!! From customer service, to being on hold for long periods of time, from not able to get in contact with management, to not returning your phone calls, to not updating information in a timely manner from not being able to make payments online due to not updating information in a timely manner, from your issues not being resolve and other issues with this company that i haven't mentioned!!! I would definitely not recommend anyone to this company!!!! To be brutally honest, I cant understand how these people are still in business.With all of there bad reviews from many of BSI customers and a C- on the XXXX, they should be investigated and shut down!!!

Company response to consumer: Closed with explanation