Consumer complaint received 2022-05-20
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BSI Financial Holdings, Inc. (OH)

BSI Financial erroneously reduced and then raised my monthly escrow payment. They are currently charging me {$400.00} per month more than I should be paying. The company provides no clear way to resolve this, and their telephone customer service just gives me the run around with no actual actions taken to fix my issue. 

On XX/XX/XXXX, BSI sent a letter saying I had an escrow surplus. They gave me a refund check for {$2100.00}, and reduced my monthly escrow payment by {$400.00}, making my monthly payment {$1300.00} from XXXX through XX/XX/XXXX ( five monthly payments ). 

I believe this was incorrect, and my escrow payments did not need to change ; they were already charging me the correct amount to pay my insurance and semi-annual taxes. My monthly payment should have remained {$1700.00}. 

Then they did another escrow analysis on XX/XX/XXXX and adjusted my escrow amount in the other direction, increasing my monthly escrow to {$870.00} starting XX/XX/XXXX. This changed my monthly payment to {$2100.00}, or {$400.00} more than it should have been. 

Since XX/XX/XXXX they have been charging me this higher amount, XXXX XXXX monthly instead of {$1700.00}. 

The company should have never given me an escrow refund ; I believe that was a mistake. I want BSI Financial to reset my monthly payment back to the original, correct amount of {$1700.00}. I believe at this point I have a slight escrow shortage compared to what it would have been if they never changed my escrow payments. But I have no confidence BSI will return my monthly payment to the correct amount automatically after I make enough monthly payments to replenish my escrow account due to their mistakes. So I would like to pay the remaining escrow shortage in a lump sum now. 

I sent the information above to BSI via their support form in my online account on XX/XX/XXXX. A support representative called me on XX/XX/XXXX. She said she could not view the message I submitted, she only had a note that said customer has a question about escrow amount. This is unacceptable! What happened to the details I sent them? I believe they are either lying, or criminally incompetent. I told the support rep ( XXXX ) I wanted to speak to someone who had read my message. She eventually put me through to her supervisors ( XXXX ) voicemail ; I left a message and asked her to read my support form message and then call me back. 

On XX/XX/XXXX, someone named XXXX from BSI Financial called me. I asked if she had read the message I submitted in their web form on XX/XX/XXXX. She said no, she didnt have access to my message, she only had a note that I called about an escrow question. I told her I wasnt interested in speaking to her unless she read my complaint first, since I have spoken to BSI customer service and fully explained this situation several times since this ordeal started, and none of those conversations have resulted in anything close to a solution. While I was explaining this, XXXX hung up on me mid-sentence. Very unprofessional, childish, and I believe that should be a cause for reprimand and dismissal.