Consumer complaint received 2022-01-31
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: BSI Financial Holdings, Inc. (VA)

We are currently in the process of refinancing and had reached the point where we were to provide the payoff balance for our current mortgage. On XX/XX/2022, my wife reached out to BSI Financial to request our payoff, and the online form quoted 3-5 days to receive it. We were scheduled for closing the new loan on XX/XX/2022, which should have been more than enough time to process our request. After we had not received it in the timeframe noted, we also reached out via the email contact form on the website. 

By Thursday, XX/XX/2022, we had still not received the payoff, nor gotten a response from our contact form submission. At that point we tried calling directly for assistance. We sat on hold for much longer than the 15 minutes quoted and then requested a call back when we could no longer stay on hold. When the call back came through there was no one on the line to speak with. 

That Thursday evening, we sent an email to their customer care email address and copied several executives that we were able to find contact information for. We explained the situation to-date and that we needed the payoff by noon the following day. 

The next morning, we received a message through their secure portal, which we assumed was the payoff we had requested. Instead, we received a form email that stated, " Hello, we are currently processing your request. '' By midday on XX/XX/XXXX, we still had not received the requested information. We spoke with our new lender, who was nice enough to extend our rate lock through Monday, XX/XX/XXXX. 

On Monday at noon, we still had no response from BSI. I sent a follow up message through the secure portal asking about the status of the request. Due to the lack of response, we again spoke with our new lender to extend our rate lock further, which was agreed to now be XX/XX/XXXX. 

At noon the next day, XX/XX/XXXX, we had no response from BSI, so I sent another message through their portal demanding that we receive a response and resolution by the end of the day. On Wednesday, XX/XX/XXXX we still had no response, so I tried calling their main phone number for assistance. I ended up waiting on hold for XXXX minutes and finally had to leave a voicemail, which they stated would be checked and the call returned within 1-2 business days. The message alerted them of the situation and that they would be reported to the CFPB if they failed to respond, which they never did. 

By Friday, XX/XX/XXXX we had still heard nothing from BSI. My last attempt to contact them was another email to their customer contact address, along with any other executives I could find email addresses for that hadn't been previously included. The email included an excerpt of 12 CFR Part 1026, Part 3 Payoff Statements, reminding them of their responsibilities. They were also told that if we did not receive a response by close of business that day, that they would be reported to the CFPB. We also had to reach out to our new lender for a third time requesting, and being granted, another week extension to try and resolved this situation. 

It is now XXXX on Sunday, XX/XX/2022, and we have yet to receive any communications from BSI Financial. My wife and I are out of options and hoping this complaint will result in some action.