Consumer complaint received 2026-02-17 00:00:00
Product: Mortgage — VA 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: TX

Complaint narrative:
I am filing this complaint regarding serious servicing misconduct, accounting irregularities, withholding of records, and improper foreclosure actions involving my mortgage loan.

Timeline and Key Facts : On XX/XX/XXXX, the loan servicing was transferred, yet the servicer later claimed to have no record of the loan. The servicer has failed to provide the legally required Transfer of Servicing Notice ( " Hello/Goodbye Letter '' ) required under 12 C.F.R. 1024.33. 

In XX/XX/XXXX, I entered into a loan modification agreement establishing new payment terms. However, an assignment of the deed of trust was later executed on XX/XX/XXXX, raising serious questions about whether the assigning party had authority at the time of the modification. 

On XX/XX/XXXX, a VA XXXX XXXX in the amount of {$60000.00} was issued. Under 38 C.F.R. 36.4805, this amount was required to be properly applied to bring the loan current. Instead, the servicer failed to apply the funds correctly and continued to treat the loan as delinquent.

Internal account records show a Same-Day Reversal on XX/XX/XXXX, where payments were accepted, applied, and then immediately reversed. This conduct violates 15 U.S.C. 1639f, which requires prompt and proper crediting of mortgage payments.

Plaintiffs counsel represented in writing on XX/XX/XXXX, that a complete accounting was unavailable. However, I had already obtained internal ledger records dated XX/XX/XXXX, proving that a complete accounting existed at the time counsel made that statement. This demonstrates withholding of records and material misrepresentation.

The servicer has actively blocked access to my account portal and servicing records, preventing me from obtaining required information. I have also experienced obstruction when attempting to obtain records from prior servicers, including XXXX XXXX. 

Legal Violations Include : Failure to provide required servicing transfer notice ( 12 C.F.R. 1024.33 ) Failure to provide servicing file and accounting ( 12 C.F.R. 1024.36 ) Failure to properly credit payments ( 15 U.S.C. 1639f ) Failure to properly apply VA XXXX XXXX funds ( 38 C.F.R. 36.4805 ) Improper assignment and chain-of-title irregularities affecting enforcement authority Withholding of servicing records and misrepresentation of account status Impact : These actions have resulted in improper default status, wrongful foreclosure proceedings, and significant financial and emotional harm.

Requested Resolution : I request that the CFPB investigate these servicing violations and require the servicer to : 1. Provide the complete servicing file and full accounting history.

2. Correct all accounting errors and properly apply the VA XXXX XXXX funds. 
3. Correct the loan status and remove any wrongful default designation.

4. Cease all improper foreclosure activity based on inaccurate accounting.

5. Confirm the complete and lawful chain of title and servicing authority.

I am prepared to provide supporting documentation, including internal ledger records, attorney correspondence, servicing transfer evidence, and payment records.

Company response to consumer: Closed with explanation