Consumer complaint received 2022-07-19
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: BSI Financial Holdings, Inc. (OH)

I am sending this email in regards to the lack of or lack thereof of customer service that for some reason I can not receive. 
I opted into taking advantage of the forbearance plan, I was told that it was to end in XX/XX/XXXX, Which I said great at that time I stated to my representative handling my case to let me know what is needed and she said she would be in contact with me and that I would be receiving my papers in the next 30-40 days ( XX/XX/XXXX ) The following is an itemized calls and emails from XXXX XXXX  XX/XX/XXXX Left Message 1. XX/XX/XXXX : spoke with XXXX XXXX, and stated my forbearance is extended until XX/XX/XXXX 2. XX/XX/XXXX : called and left a message in regards to modification papers @ XXXX : NO RETURN CALL 3. XX/XX/XXXX : BSI Called and I spoke to XXXX asking him about the process as well 4. XX/XX/XXXX Left voice mail @ XXXX : NO RETURN CALL 5. XX/XX/XXXX left Voice mail @ XXXX XXXX  : NO RETURN CALL 6. XX/XX/XXXX I emailed XXXX and she replied back with 2 options to choose from out of the forbearance, I chose option # XXXX payments to be {$990.00} at 3 % interest rate 7. XX/XX/XXXX I emailed XXXX back @ XXXX asking about my modification papers that I have NOT received them 8. XX/XX/XXXX : XXXX replied I have a new start date of XX/XX/XXXX or thats when I thought I was receiving my paperwork 9. XX/XX/XXXX : I emailed XXXX @ XXXX XXXX  checking in and seeing when my paperwork will arrive : NO RESPONSE 10. XX/XX/XXXX : Emailed XXXX again, no response 11. XX/XX/XXXX : Left message VM : XXXX XXXX  12. XX/XX/XXXX : Left message VM : XXXX XXXX  13. I emailed XXXX and the following was said : XX/XX/XXXX : XXXX answers are in red she replied on the XXXX of XXXX I have made numerous attempts to see where the status of my account is? loan is still with processing team working to get documents out to you I previously requested information and have left you messages as well, I'm sure you are overwhelmed but I just am concerned about my loan. Your loan you just waiting for us to send documents out to you, credit is still on hold, so youre good. 
I have sent in a payment in XXXX for the amount in option XXXX. Yes, I received funds will be moving your start date to XX/XX/XXXX to start making payments I am sending the same amount again today {$990.00}. you can send funds if you want, funds will not get posted until after we bring loan current. 
Please Advise. 

14. XX/XX/XXXX : I requested a payoff of my account to see where things stood, I did receive that. 
15. XX/XX/XXXX I emailed XXXX asking her about modification papers : NO RESPONSE 16. XX/XX/XXXX : Called and left VM for XXXX again concerned ABOUT PAPERWORK 17. XX/XX/XXXX I called back and chose a different option to speak to a customer service rep, I spoke with XXXX explaining everything, and she then told me I had a new representative her name was XXXX XXXX, I asked her why I was not notified of this and she emailed XXXX while I was on the phone with her explaining the station at hand. Asking her to call me asap. I was at this time informed that XXXX is NO LONGER with BSI. 
18. XX/XX/XXXX XXXX XXXX returned my call @ XXXX XXXX  7 days later, I asked her when should I be receiving my paperwork, she said any day it will come XXXX to sign it and have it notarized, we spoke for 3 min and 40 seconds. 
19. XX/XX/XXXX : Emailed XXXX at @ XXXX about what I was told from XXXX and sent her the string of emails as I am sending you. 
20. XX/XX/XXXX : emailed XXXX at @ XXXX XXXX again to follow up no response 21. XX/XX/XXXX : called @ XXXX XXXX  spoke with XXXX about needing answers we spoke for over 13 minutes and she again emailed XXXX directly while I was on the phone with her and XXXX replied I will call her later I am in a meeting. Never called me back. I also was sent to a different dept and sat on hold listening to music for 38 minutes and no one answer my call 22. XX/XX/XXXX : XXXX XXXX  I called again and spoke with a gentleman, again explaining all of my issues and needs for answers and at that time emailed her directly and CCd her supervisor.I was on the phone with him for 12 min and 27 sec. 
23. XX/XX/XXXX : called again and again I left a message to please have someone call me and NO RETURN CALL I simply am asking for the following : Explanation of the modification papers Why there is nothing in the paperwork stating my monthly payment and interest rate and when is the payment due???? ( which I agreed to option # XXXX in XX/XX/XXXX ) 3 % {$990.00} per month I have made the following payments : NONE OF WHICH I SEE IN THE PAPERWORK XX/XX/XXXX check # XXXX {$1100.00} XX/XX/XXXX check # XXXX {$1100.00} XX/XX/XXXX check # XXXX {$1100.00} XX/XX/XXXX check # XXXX {$990.00} the amount I was told to pay in regards to the new modification that was sent to me. 

Why are there late charges applied on a frozen account that is in forbearance. 
So, in retrospect, because of the negligence of your past and present employees failure to do their due diligence as an employee of your institution I am now being neglected and penalized, which I find deeply disturbing. I am only trying to get answers and pay my mortgage and become current!! Why is this so difficult. I have CCd my attorney that I have spoken to pertaining to this unprofessional and lack of respect and customer service. 
I have provided below the correspondence between XXXX XXXX and XXXX XXXX or lack thereof : The Company is BSI Financial XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX