Consumer complaint received 2024-02-16 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:
Dear CFPB, I am writing to file a complaint against BSI Financial Services, located at XXXX XXXX XXXX XXXX / XXXX XXXX XXXXXXXX XXXX XXXX XXXX, PA XXXX. Tel : XXXX. I currently have home loan with this institution with the outstanding principal of {$980.00}. My most recent mortgage statement is due XX/XX/XXXX in the amount of {$1400.00}, which includes {$980.00} principal, {$430.00} escrow, and XXXX in interest. On XX/XX/XXXX, I made a payment online as I always did. The institution withdrew the money from my bank but then rejected the payment and sent me a refund in the mail after XXXX weeks. I then contacted BSI to inquire on this matter, and its customer service told me I need to obtain a payoff statement and pay it per the payoff instruction. The representative told me the payoff was going to be sent to me by email within 10 days. Upon checking my email after 10 days, including the spam folder, there was nothing to be found. I contacted BSI customer service and was told it was already sent to me, and they were going place a request for a resent via email within 24 hours. Again, I still didnt receive it. I called BSI again, and now another rep told me the payoff statement was never sent due to the recent payment reject awaiting to be finalized. The representative then said to be able to send me a payoff this time since the reject has now been clear. Meanwhile, I can go ahead and submit the payment by a certified check. This time I sent in a certified check for {$1600.00}, which was more than the payoff amount. This payment arrived at BSI and was recorded on XX/XX/XXXX. On XX/XX/XXXX, I contacted BSI customer service and was told that this payment was again rejected. I asked as to why this still got rejected and not applied to the payoff to release the lien on the property. I was told somebody was going to call me within 24 hours. I still havent heard back from BSI. I dont get why BSI is making it difficult for me to pay off my loan and release the lien . Does BSI try to steal my property? It knows this is not going to happen so why even try? Or is it in the companys mission is to be greedy and exploit however it could? I don't understand that. BSI knows well if it doesnt answer to me, it will have to answer to somebody so why make this bad for them? BSI is greedy as it kept raising interest on me, as a good customer who never failed on a single payment. This got me upset that I decided to pay it off. Instead of making thousands and thousands of dollars off me on interest, they will now make nothing. And what will I remember of BSI Financial Services? 

I am asking CFPB to get involved and help me as BSI can not hold this kind of practice because it does it to me, it will do the same to other people. Fortunately, I do voice, but what about those who dont? 

I thank you for your time looking into this matter for me. Not only this will help me, it will also help prevent from the same happening to other customers. 

Sincerely, XXXX

Company response to consumer: Closed with explanation