Consumer complaint received 2024-08-21
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BSI Financial Holdings, Inc. (TX)

Dear CFPB, What follows is what I submitted to the Texas Department of Savings and Mortgage Lending. I will follow with additional information and an update. 

Around XXXX of XXXX, I applied for a loan modification. I successfully met the requirements to move forward. Finally, in XX/XX/XXXX, I logged onto BSI to check the status of my workout agreement. The site showed that the final documents had been executed and my account could be updated in XXXX hours. It is now XX/XX/XXXX and it still has not been updated. At some point I received a letter from the XXXX XXXX. The letter was offering me help to resolve the issues with my home loan. I then learned that BSI had not properly notified the XXXX XXXX. They are now involved and trying to help me resolve the issue with BSI 's failure to notify me of the status of the workout and improper reporting of the status of my account. At one point the status was " 447 days past due ''. Now it shows over 200 days past due. What follows is an update I sent to the VA representative today, XX/XX/XXXX : A document threatening foreclosure was just uploaded to my documents. It was signed by the lady who I've been trying to communicate with ... to no avail. I was even on hold yesterday, someone picked up and then hung up. 
I successfully completed what they told me to do. I sent in a payment after they posted that the workout was completed, but the payment was reversed. 
Some weeks back, I spoke with a representative in PA when there were natural disasters impacting the Texas office. I reiterated to her that I have been waiting to hear back from someone, and was concerned that this could turn into a foreclosure action. She assured me it would not. She also mentioned that I couldn't even make payments because of the status of my account. Please help me. They have been very inconsiderate of me. Have told me many times that my account would be updated. I've been promised that they would be in touch with me and they haven't been. And, unlike before I applied for a hardship, they haven't even called to say that my account was past due. Though today I received an email alerting me of the document I mentioned above. I am beyond frustrated and angry. I feel as though they don't care. There have been at least 3 times I've been on hold for several minutes listening to music, only to hear someone pick up the call and disconnect. I am not currently represented by an attorney, but I did have an attorney send a certified letter. I also filed a complaint with the XXXX. I am concerned about what they're up to. They told my VA representative that they are having system issues. On a personal note : The status of my account kept me from getting a federal student loan and my son almost had to pack up and leave school. It has also kept me from getting a loan for a new a/c system. I have no central a/c in my home. Even with my poor credit score, some companies will offer financing IF your mortgage shows a current status. I would have never chosen this company to service my mortgage. My mortgage was transferred to them. They are not XXXX  rated and there are XXXX complaints on the XXXX  site. Additionally, I learned there have been several lawsuits filed against them. Thank you, XXXX. 

The above is what I submitted to the other government organization. They are investigating and gave BSI until XX/XX/XXXX to provide a response. I'd like to add some background and an update. 

I am a XXXX XXXX XXXX XXXX who was trying, with the help of my husband, to put my son through school. At one point, I realized the school payments were unmanageable and felt if I could just get some " breathing room '' with some other bills, I would be able to manage. For that reason, I sought a loan modification from BSI. What you read above made things much, much, worse for me. BSI 's delays in completing my modification and their subsequent reporting of my mortgage account, resulted in my husband and I being ineligible for federal student loans. I BEGGED BSI to make things right before my son had to come home. The stress, frustration, and feeling of helplessness pushed me over an emotional edge ( I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I was forced to ask people to cosign for us. It was very embarrassing. XXXX day before my son would have had to pack up and leave XXXX, a friend of the family came through. As for my a/c I was JUST able to find a company that works with banks to give loans for a/c to people in trouble. I've gone months in the Texas heat without a/c. Please, if you could, pull phone records and listen, and review my account for all the associated and VERY confusing documentation. I was always kind and explained how much I needed them to do their job. There's something terribly wrong at this company. As a side note, I would like to know what they were doing with the XXXX XXXX dollars the VA sent them. It took from XXXX to XXXX for them to credit my account- I believe. Oh, they've since answered the XXXX  complaint. Said they will clear up my credit. And, they apologized for any frustration or inconvenience. Thank you for reading. I am not alone. There are many reviews online that echo some of my issues. Please help me. Thank you for what you do, XXXX