Consumer complaint received 2017-08-28 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — 
Company: Servis One, Inc., Titusville, PA Branch
State: FL

Complaint narrative:
I recently refinanced my Home Equity Line of Credit to a conventional mortgage with another banking institution. On XX/XX/XXXX the bank sent a payoff check and the letter to BSI Financial that I was no longer going to have a draft and that I was no longer accountable to there company. The loan was paid off in full to the amount BSI showed as the payoff amount. 
OnXX/XX/XXXX I received a statement showing {$0.00} principal with a previous payment of {$110000.00} paid to them. With a fiance charge of {$260.00}. 
I called on that same day spoke to a XXXX at the BSI Financial Company, asking why did I receive a statement for a payment due? When I had refinanced with another lender and they were paid off onXX/XX/XXXX. She stated that the statement was generated and sent out but, that I did not have a balance due on the computer she was looking at my account. So, I said so you are saying that you will not draft money from my account on XX/XX/XXXX. She said no they would not and that all was good. 
I went on about my business thinking everything was done. While checking my account on XX/XX/XXXX, I saw that BSI indeed did draft the funds from my account causing my account to become insufficient because I was not anticipating the draft. I called again and spoke to XXXX who stated that she would contact the payoff team concerning this. And that someone would contact me within 24-48 hrs. I called the next day again because I needed the money back in my account. I then spoke to XXXX onXX/XX/XXXX he stated this was interest they were collecting. I said how can you collect on a XXXX balance and I needed my money back. He stated that the quicker way to get my funds was to call my bank and dispute the charges. Because they were not a bank and could not cut me a check electronically. 
So at his advise did just that and the money was in my account the next day. 
Since then I have received numerous calls to collect the {$260.00}. They also have said through out these conversations that they did not receive the letter releasing me of bankdrafts. 
I called my bank and on XX/XX/XXXX asking them did they send the document concerning the cancellation of drafting. I signed this at closing. She stated that they sent it in with payoff check. Which we know that they received. I asked them to please resend it and they overnight again to BSI via XXXX. Received on XX/XX/XXXX by receptionist at XXXX XXXX. I have since received more phone calls saying that I owe this money. I do not believe I do. On XX/XX/XXXX I received in the mail a letter saying that they received a letter stating to change the Automated Payment Plan as of XX/XX/XXXX. So, I do know they received that letter. Since then they are still calling. Today I received a letter saying I owed them a {$25.00} NSF for the funds they took on the XX/XX/XXXXwas NSF. I do not believe I am responsible for this fee due to the fact they should not have drafted the money in the first place. XXXX balance is XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation