Consumer complaint received 2021-12-08
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: BSI Financial Holdings, Inc. (IL)

In XXXX of XXXX, during the height of the pandemic, we found ourselves struggling, but still able to pay bills. Even though I am a XXXX ( for a XXXX XXXX company ) my hours got cut significantly and my wife was ( still is not ) working due to a work-related injury. We had gotten something in the mail from the mortgage company ( BSI Financial Services ) advertising forbearance as an option to help with the mortgage payments, so we gave BSI a call to get more information. The way it was explained to us was that we would not have to pay any monthly mortgage payments for a period, then after that period they would just tack it on to the end of the mortgage term. We figured since we were struggling a bit, it might ease up the load, so myself and step son ( borrower and co-borrower ) agreed to doing the forbearance. Five months later ( XX/XX/XXXX ), the forbearance ended and we received a letter stating the forbearance amount of over {$13000.00} was due in full by XX/XX/XXXX. We called BSI and got transferred from one person to another to another to another until we finally stated that we wanted to talk to a supervisor who then offered us a three-month extension on the forbearance and told us that at the end of the three months we could do a loan modification to have the forbearance amount put on to the back of the loan term, so we again agreed to do the forbearance. In XXXX, when the three-month forbearance was up, we called them to discuss the loan modification. We were told that someone will get back to us in 48 to 72 hours. We waited about a week before we called again. When we complained that no one called us back, the lady at BSI snapped at us and said that we weren't the only ones trying to get out of their forbearance and that there were thousands of people trying to do the same thing. She then said that someone will contact us in 48 to 72 hours. Again, we waited about one week before calling BSI again. This time ( on XX/XX/XXXX ), we asked to talk to a supervisor and stated that we would not wait anymore for someone to call us back. We were assured that the supervisor would call us back, so we agreed. She actually called us back within an hour. She eased out minds and stated that she would get us to a case manager that would get the loan modification process started and gave us her email so we could communicate that way with her should we have issues in the future. That same day the case manager called us and got all the information she needed from us to begin the loan modification process. After not hearing from our case manager for a few weeks ( even after repeated calls and messages being left, we called her supervisor to find out what was going on. She stated that she would get in touch with our case manager. Our case manager then emailed us on XX/XX/XXXX, stating that she had started a title search on the property and that XXXX would email us regarding the title order. She also said that this whole process could take 30 to 60 days and asked us to be patient. On XX/XX/XXXX, our case manager emailed us stating that the title came back clear and that she was now just waiting on taxes and escrow so she could submit to the underwriters. We gave it a couple of weeks before we attempted to contact our case manager again, multiple times, with no response. We finally contacted her supervisor again on XX/XX/XXXX, and found out that our case manager was no longer with the company and she never submitted a request to the underwriter 's review for the loan modification. The supervisor then told us that she was now giving us another case manager that would take care of things and apologized for this happening. She stated that all the necessary documents would be forwarded to the underwriters by the end of that week. We gave it two weeks then called our new case manager multiple times without any response. We, again, called the supervisor who apologized again and stated that she would get us to a new case manager. On XX/XX/XXXX, we spoke with our new case manager who assured us that we would get this process over soon. On XX/XX/XXXX, we were presented with three loan options and we chose one. Our new case manager was very responsive to our emails that week, then nothing. We gave it about two weeks ( XX/XX/XXXX ) and asked if there was any update. He responded the same day stating that it appeared that there was a delay with the title report. He assured us that this would not cause any delay and that everything should be ready in the next two weeks. On XX/XX/XXXX, and XX/XX/XXXX, we contacted our case manager to see if there were any updates. He responded on XX/XX/XXXX, stating that the documents were in the QC review process and should be ready for issuance before the end of the week. On XX/XX/XXXX, we emailed the case manager and finally got a response on XX/XX/XXXX, with him stating that there was a delay in the receipt of the title report. He stated that he had escalated the issue to management and he stated that the new first payment on the loan would be pushed to XX/XX/XXXX. Later that day we emailed him and asked if we could please speak to him on the phone. We got no response and emailed him again on XX/XX/XXXX, and still no response. We have gone back to calling multiple times with no response. Messages left, no response. We called just yesterday and asked to speak to a supervisor and we were told it wouldn't make a difference and that someone would call us in 48 to 72 hours. We called again on XX/XX/XXXX, and spoke with XXXX XXXX and we were told the title was yet again delayed. We have called twice today ( XX/XX/XXXX ) looking to speak with a supervisor and we are getting voice mails, but we never get calls back when we leave voice mails. We are done with this. Can you please help us to get this resolved? We know we're not the only ones they are doing this to.