Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BSI Financial Holdings, Inc.
State: AK

Complaint narrative:
Dear Executive and Senior Leadership Teams, As a former executive, I understand the value of time. Unfortunately, I am compelled to communicate with your executive and senior leadership teams regarding the mishandling and lack of seriousness concerning my Qualified Written Requests ( QWRs ) and Notices of Error ( NOEs ), sent via email, pertaining to RESPA ( 12 U.S.C. 2605 ( e ) ). 

I have exhausted all efforts to resolve these issues with your departments and staff, making multiple attempts to address the numerous violations, errors, and outright dysfunction in the servicing of my mortgage ( Account Number : XXXX ) by XXXX XXXX XXXX XXXX dba BSI Financial ( BSI ). Customer Service and Customer Care have been carbon-copied for transparency. I have now reached a point where external avenues of resolution are necessary and are being pursued. 

This is to formally express that your organization still has not complied with my Qualified Written Requests. The Consumer Financial Protection Bureau ( CFPB ) indicated that no negative credit has been reported ; however, I possess data and information that contradict this statement. 

Furthermore, BSI has failed to respond to the following Notarized Qualified Written Requests dated XX/XX/year>, regarding : Identification of the Current Note Holder All Transactions with Full Payment History All Servicing Transfers Proof of Authorization and Authority to Collect It is evident that BSI has willfully engaged in multiple consumer violations, fraud, and abuse regarding my VA-backed mortgage. I will again be filing a complaint with the Consumer Financial Protection Bureau, as well as with all other relevant federal, state, and business entities, to demonstrate BSI 's consistent inability to respond to legal requests. This failure keeps customers in a constant state of worry and agitation, and the lack of legally required responses fosters an environment where consumer rights are repeatedly violated during my engagement with your organization. 

Mortgage servicing companies in the U.S. are regulated by a combination of federal and state agencies. As a federally and state-regulated mortgage servicer, BSI Financial is subject to oversight by numerous agencies. My complaints will be filed with these relevant entities, highlighting BSI 's non-compliance with the Real Estate Settlement Procedures Act ( RESPA ) and other applicable regulations.

In summary, it is my contention that BSI has not followed federal and state regulations. BSI has committed several violations of the Real Estate Settlement Procedures Act ( RESPA ) and Regulation X, such as failing to acknowledge or respond to written notices of error and requests for information made by me. The CFPB specifically notes abusive actions by mortgage servicers, including " failing to engage in two-way communications with borrowers and failing to respond to inquiries from borrowers. '' While BSI 's obligations, and those of other mortgage servicers, are outlined in various federal laws regarding regulatory compliance and consumer finance adherence, the CFPB categorizes these as minimum expectations. Therefore, any time a loan servicer does not meet the CFPBs expectations in terms of how it services loans, there is now risk of being considered to have engaged in abusive acts or practices. For example, could long call wait times or taking too long to respond to written correspondence, or outright ignoring complaints without any clear guidelines for what is required now be considered abusive? It certainly seems likely. 

The following Federal and State agencies will be notified and provided all necessary information to resolve these abusive, non-compliant, and illegal practices, which include attempts to illegally foreclose on my home. It was only through my involvement of the Consumer Financial Protection Bureau ( CFPB ) regarding BSI 's neglect, unresponsiveness, and violation of my consumer rights that I received responses, which were demanded by the CFPB. Through its numerous abusive actions, BSI has consistently demonstrated an inability to follow laws and regulations, or to provide the customer service it proudly touts. 

Here is a list of the agencies being contacted to ensure compliance and adherence to enforce my consumer rights per Alaska State and Federal Laws, Regulations, Codes, and Acts. Additionally, business credit, reputation, and socio-economic agencies are being notified of BSI 's abusive actions, also addressing the Home Ownership and Equity Protection Act ( HOEPA ) which amended the Truth in Lending Act ( TILA ) to address abusive practices : Federal Agencies : Consumer Financial Protection Bureau ( CFPB ) Federal Trade Commission ( FTC ) Federal Housing Finance Agency ( FHFA ) Department of Housing and Urban Development ( HUD ) Comptroller of the Currency ( OCC ) Federal Deposit Insurance Corporation ( FDIC ) Department of Justice XXXX DOJ ) Department of Veterans Affairs ( VA ) State Agencies : Alaska Division of Banking and Securities , within the Department of Commerce , Community, and Economic Development ( DCCED ) Nationwide Multistate Licensing System and Registry ( NMLS ) Alaska Department of Law - Consumer Protection Unit ( CPU ) Business & Rating Agencies XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Power Lastly, this serves as formal notice and as a Qualified Written Request, following up on the prior QWRs sent via email on XX/XX/year>. You have until Saturday, XX/XX/year>, to answer and comply. I expect XXXX XXXX XXXX XXXX dba BSI Financial to outline its plan for immediate compliance. I expect XXXX XXXX XXXX XXXX dba BSI Financial to outline its plan for immediate compliance. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AK XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation