Consumer complaint received 2021-03-31
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: BSI Financial Holdings, Inc. (KS)

In XX/XX/XXXX, our income was decreased, and we had car problems on two cars, our refrigerator broke, and we were dealing with medical expenses, which all led us to start falling behind on our mortgage. On XX/XX/XXXX, our mortgage company reached out to us with options to help us keep our home and regain status on our home loan. After talking with XXXX XXXX XXXX and discussing it with my husband, we decided to enter a loss mitigation program. On XX/XX/XXXX, we submitted all the required documents to enter the loss mitigation program. On XX/XX/XXXX, XXXX XXXX  XXXX  sent us a letter through the mail stating they received all our required documents, and no further action was needed at this time. They advised us that if any other information is needed, they would advise us within 30 days from XX/XX/XXXX, and we would have 30 days to send the info in. They advised us that if additional info is needed the process may take longer than expected. And they will contact us with a decision of acceptance or denial into the loss mitigation program. 
While we were waiting for a response from XXXX XXXX XXXX on their decision, our loan was sold to a new company. We are now part of BSI Financial Services and have been told that everything including applications for mitigation of losses will be transferred to BSI FINANCIAL. We received a letter in the mail stating who was going to oversee our account at BSI Financial and a contact number for her. We reached out to her many times over the next four months, only to get a voicemail with no return calls. At this point, we do not know whether the application for mitigation of losses has been accepted or is facing foreclosure. 
In XX/XX/XXXX, we got a letter in the mail from BSI Financial stating we had a new person assigned to our account with a new extension and contact information. We immediately began to contact the new person handling our account. After many voicemails, he finally returned our call. He apologized for the delay and said the original person in charge of our account was fired resulting in him taking over. He said that due to the coronavirus just begging he was flooded with paperwork and trying to catch up on everything. He looked over our loss mitigation application and file and advised us that they have everything they need from us to continue the loss mitigation application. He said the application was sent to the underwriter and we are just waiting for a decision. He advised us this event could take a maximum of three months, where our credit would be hit as a no payment for the next three months. He then advised us that we should make a down payment on the loan to show our income is approving. On XX/XX/XXXX, we made an initial payment of {$1100.00}. Over the next three months, we did not make a payment as we were waiting on a decision from the underwriter. 
It was now XX/XX/XXXX, our maximum 3-month deadline was now passing, and we still had not heard whether we were accepted into the loss mitigation program. We continued to call the person overseeing our account several times with little success. When we finally did get in contact, he apologized for the processes taking so long, he advised us to start making at minimum our monthly payment but to pay as much as we could each month. He said this idea will only enhance our opportunity to be accepted into the program. He then assured us that he would contact the underwriter and be in contact with us shortly. On XX/XX/XXXX, we paid {$1000.00}. On XX/XX/XXXX, we paid {$1000.00}. On XX/XX/XXXX, we paid {$1900.00}. On XX/XX/XXXX, we paid {$1000.00}. On XX/XX/XXXX, we paid {$1000.00}. On XX/XX/XXXX, we paid {$1200.00}. On XX/XX/XXXX, we paid {$2100.00}. On XX/XX/XXXX, we paid {$1100.00}. On XX/XX/XXXX, we paid {$1100.00}. And on XX/XX/XXXX, we paid {$1000.00}. During these past 10 months, we continuously made phone calls to BSI Financial asking for an update on our loss mitigation application. We either got voicemails with no return calls or a customer service representative who said they can not give us information on the account and transferred us to the person in charge of our account where we were directed to leave more voicemails. On occasion, we would get a return call with no new information. We vocalized our concern with the processes taking so long. We let our financial advisor know that over the last year or more, though we have been making payments, that our credit score has dropped tremendously, our credit report shows that we have not made a single payment and that our account has been in pending status since XXXX. We were once again apologized to. We were then told there is no reason it should be taking this long when it is a three-month program. The financial advisor overseeing our account said he would personally email the underwriter and find out what is happening and push for a decision and then be back in contact with us. 
It is now XX/XX/XXXX and I have had no luck getting in touch with my case manager. And to top it off, I received a letter in the mail stating our loan has been placed to a new person within BSI Financial. The letter had her contact information on it. Frustrated that this is the 3rd person in BSI Financial that has been assigned to our loan, I called her in hopes she would be able to get us updated information on our loss mitigation application that we started in XXXX. With no luck, I got her voicemail and no return phone call. I called customer service where I was told the account is STILL in pending status. I asked for a manager 's contact information so I could try to get to the bottom of this on my own. I hung up with customer service and immediately called the manager. I got a voicemail where I left a message and never got a return call. I then got a letter in the mail stating our loan is now under the previous BSI representative that we had already, and his contact information was listed. 
I did not try to contact him again. I then contacted a lawyer and started doing research on BSI Financial. The lawyer I contacted advised me that he personally could not take on my case due to a conflict of interest but advised me to continue to try to find someone who could help me. While doing research, I found that in XXXX CFPB had opened a case with BSI Financial for the exact same issue I am dealing with. At this point, our credit has been hit so hard over the last XXXX months. I can not get a hold of anyone that can help get our account out of pending status. So, I decided to file a complaint through CFPB in hopes that our account can be handled properly.