Consumer complaint received 2025-11-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BSI Financial Holdings, Inc.
State: PA

Complaint narrative:
My mortgage was sold to BSI Financial around XX/XX/XXXX. I have multiple properties with different lenders and I have never in my life dealt with a situation like this one. Here are the details of what happened. 
Around XX/XX/XXXX, I noticed in my BSI web portal that my regular payment of {$1400.00} had suddenly increased to {$3400.00}. I was not contacted by BSI to be notified of this dramatic change. 
I immediately contacted customer service to ask why this had changed, and requested my auto payment scheduled for the next day to be canceled as this was not the correct payment amount. They could not explain the difference other than there was an escrow shortage and insisted that it was correct, which I knew was not possible. 
The next day BSI withdrew {$3400.00} from my account. I had previously authorized automatic payment, but this was for the amount of {$1400.00}, not whatever BSI decided to withdraw. No one can expect or budget for their payment to go up 133 % without being notified on a 30 year fixed interested rate mortgage.

I contacted BSI again on XX/XX/XXXX by phone. They still couldn't explain how this happened other than there was an escrow shortage and they would look into it. After doing my own research and contacting my insurance and my local tax agencies, I discovered that BSI Financial paid taxes on other properties that I own ( with different tax parcel ID 's ). I informed BSI Financial of this information in writing at least 3 times.

Below are the tax parcels that BSI paid or attempted to pay taxes on and based their incorrect escrow analysis on three different tax parcel IDs.

Only one tax parcel ID was the property for which I hold a loan with BSI. The other tax parcels have their own escrows, mortgages, and are paid separately. Ive attached a copy of the taxes they paid and you can clearly see they paid on the wrong Tax Parcel IDs.

I attempted to contact BSI at least 10 times in the following weeks by email and by phone. They told me multiple times they would call back or get back to me and never did. Eventually, in XXXX, they told me it was the local tax offices problem and said that they paid all the taxes due under my first and last name so it wasnt their fault. At no point did they acknowledge any wrong doing. Ive never heard of such a thing nor have I ever encountered this issue with other lenders. Lenders always are supposed to verify the tax parcel ID along with the borrowers name before paying the taxes due. 
After a month of no responses and denial of any wrongdoing from BSI Financial I decided to refinance with a different lender to get out of the nightmare I found myself in.

BSI Financials mishandling of the escrow on this property and their lack of customer support ended up costing me thousands of dollars and caused a huge amount stress on me. To be clear, BSI does not owe me any money nor am I seeking any damages. I solely want to inform the CFPB of this unacceptable experience I had to go through, and Id like to help protect other customers from the same experience. I wish never be contacted nor do business with this company again in my lifetime. 
The CFPB is welcome to contact me if they have any questions around this matter.

Company response to consumer: Closed with explanation