Consumer complaint received 2025-01-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: BSI Financial Holdings, Inc.
State: CA

Complaint narrative:
Subject : Formal Complaint Against Servis One , Inc. ( BSI Financial Services ) for Violations of Borrower Rights and Discriminatory Practices Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Servis One , Inc., operating as BSI Financial Services, for violating my rights as a borrower, engaging in discriminatory practices, and failing to comply with federal and state laws governing mortgage servicing. These actions have caused undue financial and emotional distress as I prepare for relocation and active military duty. 

Background and Issues : XXXX. Denial of Requests Without Lender Involvement : I recently submitted requests to BSI Financial Services for : A waiver or correction of an excessive prepayment penalty. 
Access to deferment options due to my relocation and active military service. 
However, I was informed by a XXXX representative, XXXX, that all decisions were made internally by XXXX without consulting the lender. This lack of transparency and refusal to involve the lender violates my rights under the Real Estate Settlement Procedures XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which mandates clear and timely communication between servicers, lenders, and borrowers. 

XXXX. Refusal to Provide Lender Information : XXXX has repeatedly refused to provide the lenders contact information or evidence of lender consultation regarding my requests. As a borrower, I am entitled to this information under XXXX. Without it, I am unable to communicate directly with the lender to resolve critical financial matters, including the excessive prepayment penalty. 

XXXX. Excessive Prepayment Penalty : XXXX imposed a prepayment penalty of {$12000.00}, which is inconsistent with the agreed-upon loan terms. At loan origination, I was informed the penalty followed a XXXX structure : 3 % of the original loan amount if paid off within the first XXXX  months, 2 % if paid off within 24 months, and 1 % if paid off between XXXX and XXXX months. 
With only XXXX months remaining to reach the XXXXmonth threshold, the penalty should not exceed 1 % of the original loan amount, approximately {$8000.00}. The {$12000.00} penalty appears to involve deceptive practices in violation of CFPB regulations under the XXXX XXXX, which prohibit unfair, deceptive, or abusive acts or practices ( XXXX ). 

XXXX. Discriminatory and Unprofessional Behavior : When I disclosed my status as an active-duty U.S. Army servicemember relocating to California, XXXX representatives, including XXXX, XXXX and dismissed my concerns. This behavior is not only unprofessional but also discriminatory, violating protections granted undeXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

XXXX. Violation of California and Texas State Laws : As a California resident, I am entitled to the protections of the California XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which mandates clear communication and fair treatment of borrowers. Additionally, under the Texas XXXX XXXX ( XXXX ), loan servicers are required to act in good faith and provide accurate and transparent information regarding loans. Servis One , Inc. 's refusal to comply with these legal obligations violates both federal and state laws. 

Impact : As an active-duty servicemember, I must sell my home in Texas due to relocation orders to California. The unreasonable penalty, lack of transparency, and discriminatory treatment by Servis One , IncXXXX have placed me in financial jeopardy during a critical time in my life. 

Requested Actions : I respectfully request the CFPB to : XXXXnvestigate Servis One , Inc. for their failure to consult the lender on borrower requests, refusal to provide lender information, and imposition of excessive penalties. 
Ensure compliance with federal laws, including XXXX XXXX and XXXX XXXX regulations, to protect borrowers from unfair practices. 
Enforce transparency by requiring Servis One , Inc. to provide full lender contact details and documentation of communications related to my loan. 
Hold Servis One , Inc. accountable for their unprofessional conduct and discriminatory behavior. 
Advocate for a correction or waiver of the prepayment penalty to reflect the original loan terms. 
Supporting Legal References : Real Estate Settlement Procedures Act ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Borrowers are entitled to transparency, lender involvement, and timely responses to information requests. 
Servicemembers Civil Relief Act XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : Provides protections for servicemembers, including mortgage deferment and relief from excessive financial burdens. 
XXXX XXXX : Prohibits unfair, deceptive, or abusive acts or practices ( XXXX ). 
California XXXX XXXX XXXX XXXX XXXX. XXXX. Code XXXX : Protects borrowers through fair servicing practices. 
Texas XXXX XXXX XXXX : Requires loan servicers to act in good faith and provide clear and accurate loan-related information. 
This situation has caused undue hardship and financial strain as I prepare to fulfill my duties to serve this country. I trust the CFPB will take swift action to ensure Servis One , Inc. is held accountable for their violations and that borrowers like myself are protected from similar practices. 

Thank you for your attention to this matter. I am happy to provide additional documentation or information upon request. 

Sincerely,

Company response to consumer: Closed with explanation