Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BSI Financial Holdings, Inc.
State: CT

Complaint narrative:
Experienced financial and medical hardship and worked with mortgage providers relentlessly for over 2 years on the phone, emails and constantly getting misinformation, incorrect application of payments towards the loan, unapplied funds, duplicate invoices charged to me for services not rendered, missing information constantly and attempting to bring my account accurate, enter into a permanent modification and being pressured when they fail to complete the basics requirements to service my loan from inception. 

XX/XX/XXXX emails and calls with insurance issues XX/XX/XXXX, email several, XX/XX/XXXX email several, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, to lawyers, bsiXXXX  XXXX, specific agents all related to this FLEX PAYMENT MODIFICATION PAYMENT AND ACCEPTANCE : Amount : {$3100.00} MONTH Paid : XX/XX/XXXX Date of Payment : XX/XX/XXXX BSI Agent : XXXX CONFIRMATION # : XXXX At the end of XXXX XXXX, I entered into a forbearance program with BSI Financial XXXX, which was set to continue until XX/XX/XXXX. I have consistently followed up, as instructed, to discuss my next steps for a repayment plan or loan modification. After multiple discussions and compliance with BSIs requests, I was approved for a three-month Flex Payment Plan beginning XX/XX/XXXX, through XX/XX/XXXX. 

On XX/XX/XXXX, I verbally accepted this Flex Plan and made my first payment for XX/XX/XXXX, which was accepted by XXXX in Collections. 

However, despite my compliance and multiple confirmations of the Flex Plan, I was recently informed by XXXX, a BSI Collections Agent, that foreclosure proceedings have also been initiated simultaneously. This is extremely concerning, as I have never received any documentation regarding foreclosure proceedings, nor was I made aware that this was even a possibility. 

I have spent countless hours communicating with BSI agents, following instructions diligently, and complying with all requests. The conflicting information I am now receiving is alarming, and the lack of transparency and accountability is unacceptable. My calls with BSI representatives have been recorded, and the internal documentation should reflect my full compliance with the process as outlined to me. 

I am formally requesting the following : Immediate confirmation in writing that any foreclosure proceedings are halted, as they should never have begun given my compliance with BSIs instructions. 
A clear explanation and resolution regarding why foreclosure proceedings were initiated despite my active Flex Payment Plan. 
A written record of all actions taken on my account, including approval documentation for the Flex Payment Plan and any notes indicating foreclosure initiation. 
Direct contact information for a senior representative or department that can resolve this matter efficiently and accurately. 
This situation is causing unnecessary stress and hardship. I am fully committed to resolving my mortgage obligations in good faith and expect the same level of clarity and accountability from BSI Financial Services. Please prioritize this matter and provide me with a timely response. 

Thank you for your prompt attention to this issue. I look forward to your immediate confirmation and next steps. 

Consistently to date there are several more calls, emails, constant requests and it's they reviewed and it's fine, but it's not, they can't provide information, balances and payments missing, duplicated my entire account is a mess. 

Document versions are incomplete and don't agree to mortgage statements mailed. There is misapplied and misappropriation occuring and I'm struggling and need help to save my home and get a full Accounting reviewed as it's constantly changing even historical information.

Company response to consumer: Closed with explanation