Consumer complaint received 2025-09-09 00:00:00
Product: Mortgage — FHA 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: NC

Complaint narrative:
Beginning on XX/XX/XXXX, I received an email from my mortgage company stating that they had not received the new insurance policy for its annual renewal and that if I do not get it to them soon they would purchasing home insurance on my behalf. I proceeded to contact my home insurance company and ask my agent about the process. 

My agent tells me that my policy did go in to effect until XX/XX/XXXX and the new policy would be going into effect XX/XX/XXXX, which would be correct. XX/XX/XXXX is when this home had finished construction and my wife and I officially moved in. 
My agent tells me that they will get the policy out soon and it will be taken care of. 

Around XX/XX/XXXX I received mail from BSI showcasing they had received my insurance and projected my upcoming escrow amount. To my surprise, the amount was {$100.00} XXXX  cheaper than our payment we had been paying all year. The breakdown showcased everything carefully and I still have a picture of this document. My payment was normally {$1600.00} and went down to {$1500.00} Also, the letter claimed I had been overcharged the last year and would receive a check in the amount {$1600.00} for escrow overpayment. 

XX/XX/XXXX comes, and my amount due on BSI 's website is {$1600.00}. I was confused so I called them. It takes me forever to fight thru their confusing automated system to finally get to a very rude associate. I tried explaining the situation and this is what she tells me. 

" We only run escrow analysis once a year but their was a mistake with my property taxes on their end. '' The phone call goes no where so I hang up. 

She made a mistake and told me they only run an escrow analysis once a year but obviously someone specifically went and checked my account cause there was a mistake. So it does not make sense to me that they only run a analysis once a year yet I have XXXX separate analysis in my hand currently, with very different information. 

The updated letter, that I did NOT receive until well after I had to make my payment on XX/XX/XXXX, without any explanation as to why the amount was different then the one I was told. 

The {$1600.00} I was supposed to receive turned into only {$700.00}. 

I know mistakes can happen but this really annoyed and upset me, I should NOT pay all this money for these kind of mistakes to happen. 




NEXT MONTH, The following month, XX/XX/XXXX, I decided to pay {$50.00} extra on my escrow to cover any mistakes BSI may make. NOTE : I DO NOT AUTO DRAFT MY PAYMENT. I manually pat it each month.

So a few days go by, and my local bank person I deal with calls me and tells me BSI is trying to withdraw {$1600.00} and {$1700.00}, two separate payments. I had only made XXXX payment this month, it was {$1700.00} for the extra escrow amount. 

He takes care of it for me but I am beyond infuriated at this point. I finally get ahold of another BSI agent after many loopholes thru they deterrent automated service. I explain the situation again and this time, they are claiming I made both payments. I have no record of ever making more than one payment on my end and If I go to their website, I only made one payment in the amount of {$1700.00}. 

They are now trying to claim a {$35.00} fee off of me because of the payment that did not go thru. 

I have only had this company as my mortgage company for a little over a year now. I am going to aggressively pursue paying off my house early and getting away from this ugly company.

Company response to consumer: Closed with explanation