Consumer complaint received 2025-01-27 00:00:00
Product: Mortgage — FHA 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.
State: GA

Complaint narrative:
This mortgage company apparently bought my mortgage immediately after closing. Within a few months the co-borrower on the mortgage stopped paying and I was forced to put the home on the market. In an effort to do everything correctly, I notified the mortgage company, as soon as I realized I was going to have to sell, I was searching for the best way to handle the situation I found myself in. They sent me paperwork which was completed & promptly returned. The house went on the market and on XXXX separate occasions I had offers on the home. Numerous phone calls were made to XXXX XXXX to find out exactly what the process was for the offers we had. More often than not, a live person would not answer the phone, a message would state that my call would be returned. When the calls were returned, they would come from unknown phone numbers and all the different reps I talked to over several weeks time, there was not a single one that would help me with next steps. Upon requesting a supervisor, I would be told that they were ALL in a meeting or there was not a supervisor at the company that day. I was transferred to more empty voicemail lines than I count and many, many times I was transferred to a voicemail that stated they were The President of the Company. That voicemail welcome message was the voice of a small female child. NEVER did I receive a call back from the dozens of voicemail messages I left. I received a letter early on from XXXX XXXX with my account reps name & phone number and upon reaching out to her, I was told she didn't work there and a rep named XXXX was the only person that would try to help. I was told many times after the fact that XXXX wasn't in the right department and could not offer to help. Therefore, XXXX talking to people that have no idea what they are doing and they're in the wrong department which they would not transfer me to. The XXXX I spoke with XXXX, I would just happen upon her being the person that called me back. XXXX offers were lost early on and months later I was finally told at XXXX point that the wrong paperwork was filled out, I was told my paperwork was denied and they were foreclosing. In an effort to stop the foreclosure, my realtor somehow spoke with XXXX who seemed to be the only person that wanted to help in any way even if she was in a different department. The realtor sent in the offer and to this day has never heard a word from BSI. I had to call and inquire about the offer to find out what was going on which at that time I was told the offer came too close to the foreclosure date and the paperwork was wrong and it had foreclosed on XX/XX/year>. For months afterwards, the house was listed with XXXX with an auction begin date which kept getting pushed back over time. The auction price was much less than the offer that was submitted. According to XXXX the auction kept moving the auction start date. As far as we know the auction never got underway but now XXXX suddenly states that the house sold on XX/XX/year>. My realtor still has not heard from XXXX XXXX to this day! 
I, however, am frequently getting calls from random BSI reps attempting debt collection from me. The rep XXXX even called XXXX of the times and had NO IDEA who I was or any history of our conversations or the conversation with my realtor. I reported XXXX to the Better Business Bureau. Oddly, aside from general information the only communication I have received from this company, was a letter questioning the BBB report. The communication stated they were looking into my issues but I have still not heard another word about it. I am extremely dissatisfied with everything to do with XXXX XXXX and I am really fed up with being harassed by their reps attempting to collect on a mortgage, that I did everything in my power to handle the best way possible to payoff the mortgage with a sell, however, they preferred foreclosure and harrassing me for money they refused an offer on and on a now foreclosed home. XXXX XXXX has ruined my credit which I worked really hard to build up to make the initial home purchase in the first place. Their utter refusal to work with me in any way should be a crime and I should not have been foreclosed upon. This company needs to be investigated so this doesn't happen to anyone else!

Company response to consumer: Closed with explanation