Consumer complaint received 2023-11-13
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: BSI Financial Holdings, Inc. (CA)

Complaint : erroneous lates reported on credit report After detailed review of my account billing statements, account transaction history, and personal bank statements, it appears that my mortgage account with BSI Financial services was erroneously reported as late, twice. Once XX/XX/XXXX & XX/XX/XXXX. 

My records are as follows : XX/XX/XXXX payment : {$4100.00} payment was on recurring draft and drafted from my bank account on and BSI received on XX/XX/XXXX (, transaction history & mortgage statements ) payment was applied Next due XX/XX/XXXX account current XX/XX/XXXX payment : {$4100.00} payment was on recurring draft and drafted from my bank account on XXXX and BSI received on XX/XX/XXXX ( see bank statement, transaction history & mortgage statements ) payment was applied. Next due XX/XX/XXXX account current XX/XX/XXXX payment : {$4100.00} payment was on recurring drafted from my bank account on XX/XX/XXXX. XXXX received FULL PAYMENT on XX/XX/XXXX ( see bank statement, transaction history & mortgage statement? ) - {$4100.00} Payment was NOT APPLIED AND PUT IN PARTIAL PAYMENT UNAPPLIED ACCOUNT WITHOUT MY KNOWLEDGEI was charged a late fee WHEN PAYMENT ARRIVED BEFORE LATE. 
XX/XX/XXXX payment : {$4100.00} payment was on recurring draft and drafted from my bank account on XX/XX/XXXX. BSI received on XX/XX/XXXX for XXXX payment. ( See bank statements, transaction history & mortgage statement ) This Payment applied now to XXXX however funds were still sitting in the unapplied account. 
XXXX XX/XX/XXXX BSI DECIDED TO APPLY {$4000.00} DIRECTLY TO THE PRINCIPAL Balance. I never gave authorization for this amount to be applied to the principal balance. 
XX/XX/XXXX payment : {$4600.00} payment drafted from bank account on XX/XX/XXXX BSI received on XX/XX/XXXX Once again Payment was NOT APPLIED AND PUT IN PARTIAL PAYMENT UNAPPLIED ACCOUNT WITHOUT MY KNOWLEDGE XX/XX/XXXX payment : {$4600.00} drafted from bank account on XX/XX/XXXX, XXXX received on XX/XX/XXXX payment applied, however there are still funds in the PARTIAL PAYMENT UNAPPLIED account. 
***************once again on XX/XX/XXXX BSI made a payment to the principal, when it should have been applied to the payment. 

Furthermore, The BSI statement dated XX/XX/XXXX ( due for XXXX ) appears to show XXXX additional payments as applied -- -the unapplied account and principal payment. I did not make additional payments at all during this time, as shown on my bank statements. BSI pulled funds from the erroneous principal payments and the unapplied account to make those payments. I never made a late payment. My account was set up a recurring payment.

As a result of their mistake in applying payments, I contacted customer service on another attempt to remove PMI, I was unfairly denied having our PMI removed, and was told it was due to the late payments. I never made a late payment.

Resolution : Have payments correctly applied and show my account as always current, and remove the lates reported to the credit bureaus, also refund the late charges. Also, to have PMI removed as soon as possible as we are eligible with more than 30 % equity.

What Ive done : Attempted to review these payments with customer service, and they did not investigate further or offer further assistance to rectify.