Consumer complaint received 2022-01-07
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: BSI Financial Holdings, Inc. (FL)

I have been trying to get my Florida Homestead Exemption recognized and my payment adjusted by BSI Financial Services for several months with absolutely no success. My first contact with BSI Financial Services regarding being certain everything was in place regarding my Homestead Exemption was in XXXX of last year. I called BSI Financial Services to be certain BSI Financial Services had received my properly executed Florida Homestead Exemption paperwork ( that I had previously mailed a few weeks earlier ). A representative from BSI Financial Services said that they had not received this from me so I verified BSI Financial Services Mailing address ( which was totally correct ), so I re-mailed everything again. I then called BSI Financial Services again on XX/XX/XXXX and was told that they still did not have my Florida Homestead Exemption Paperwork in their files so I mailed it yet again. Then on XX/XX/XXXX I called BSI Financial Services regarding my Homestead Exemption and spoke to XXXX XXXX. She told me that she would call me back within a couple of days once she had researched this, but she never called as promised, so on XX/XX/XXXX I called XXXX but was told by the Representative that answered the phone that XXXX was not available but would call me back that day, but she did not. l called back again on XX/XX/XXXX and spoke to XXXX and she acknowledged that they have received my Homestead Exemption paperwork but they were waiting for the tax bill from the tax office ( even though I had mailed a copy of this document to BSI twice previously ). l spoke again to BSI on XX/XX/XXXX and was told that BSI needed a tax bill mailed directly from Florida Homestead Exemption Office to BSI Financial Services. I called and confirmed that on XX/XX/XXXX the Florida Homestead Exempt Office mailed to BSI the tax bill ( that I twice previously had supplied BSI ). Then on XX/XX/XXXX I also sent a copy from Property Appraiser 's Office along with the loan number. Then during XXXX and XXXX I authorized various Representatives and Supervisors with BSI Financial Services to speak with my husband XXXX XXXX regarding this issue. My husband ( in my presence ) during XXXX and XXXX spoke to Representative XXXX, XXXX, XXXX and Supervisors XXXX XXXX and XXXX and everyone of these people promised to call us back with an explanation of what is going on at BSI Financial Services regarding my payment reduction for XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX, but not one single person has called me nor my husband back as promised nor has anyone from your Tax Office called me regarding my payment reduction from my Florida Homestead Exemption. I have never in my lifetime experienced such frustration, inefficiency and pathetic Customer Service as what I have experienced over the last several months at BSI Financial Services. After having exhausted all efforts and after tremendous frustration, having wasted many hours of my time, I am today XX/XX/XXXX filing ( on line ) a written Formal Complaint with the Consumer Financial Protection Bureau ( CFPB ) detailing my experience with BSI Financial Services. I will be following up with CFPB regarding my Formal Complaint with a phone call today XX/XX/XXXX. 
I have also have sent a letter that is to be delivered today to XXXX XXXX - CEO of BSI Financial Services outlining in very specific detail my experience ( as outlined above ) with BSI Financial Services and it's Representatives.