Consumer complaint received 2022-05-06
Company: BSI Financial Holdings, Inc.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My original Mortgage was through Mortgage XXXX XXXX. When the pandemic started due to Furloughs and loss of employment we entered into a Forbearance. That mortgage company was great to deal with other then when it came time to choose an option when we where due to come out of the forbearance. We where given a list of programs that we could chose to take advantage of to help come out of forbearance. The first option we chose was to redo the loan at that point at the current interest rate at the time and put the loan back on 30 years. The payment would drop down a little and we thought that was the best plan for us. We where informed by that company that we did not qualify for the first option so they would be sending us paperwork to fill out for the second option of taking what was due during the forbearance and placing it at the tail end of the loan which would need to be paid off once we paid off the rest of the original loan. My wife and I filled out the documents and sent them back in XXXX of XXXX. In XXXX of XXXX we get a letter in the mail that the loan had been transferred to BSI Financial. I immediately start calling BSI to check on the status of coming out of forbearance. I finally speak to someone who informs me BSI sees you are still in forbearance but have not received any documentation about the loan. Once I informed the BSI employee of what was going on she replied Its odd that you where told you didnt qualify for the first option since you dont have to qualify for it. She then informed me that she was going to start the process for us to get placed into the first option. I specifically asked So I need to know am I supposed to be making payments now or not? I was told no need to make any payments. You are still in forbearance so when the new application is sent for the program it will take all past due payments and late fees and be wrapped up in the new program. The lady told me I would hear back from her in a week 2 at the most. I waited over 2 weeks and called back. Was unable to get ahold of anyone. I left messages I spoke to other customer service/loss mitigation employees and continued to get more of the same run around. Then I get a call back from my new case representative who informs me that they just received my forbearance info from my previous mortgage company on I believe she said XX/XX/XXXX or XX/XX/XXXX. So I asked for an update on the program that my first representative with BSI told me she was applying us for. The new representative told me she didnt see anything in process for that but that the one from my previous mortgage company was on file but she was going to resubmit it since so much time had past before we where able to get anything figured out. She again informed me that previous payments due would be rolled up into this program. Again I was told I would be contacted back in a couple of days. No call back once again. I spoke with someone yesterday XX/XX/XXXX she informed me that my first payment out of forbearance was due next month XX/XX/XXXX. I thanked her for her time but informed her that I would be calling back today in order to get the details of the program that we where now on. Well I later got and Email from Someone named XXXX XXXX thanking me for calling them and giving me an update basically stating that my payments should have started back XX/XX/XXXX. I immediately respond back and inform this individual that was incorrect because I have been in contact with BSI since that date and I was told multiple times not to worry about making the payment because now it is going through approvals for the forbearance program. I have looked up reviews for BSI and needless to say now I know why I am having such a difficult time. You can never get ahold of anyone and once you do finally get to speak with someone they arent able to give you any type of answers and always say Im messaging your customer professional and she will get back with you ASAP then crickets until I start the cycle all over again. I actual heard about CFPB from those reviews. Im just wanting to get my loan squared away so I can start making my payments and hopefully refinance so that I can get away from BSI.

Company response to consumer: Closed with explanation