Consumer complaint received 2024-08-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BSI Financial Holdings, Inc.
State: CO

Complaint narrative:
My troubles started in late XXXX, right before COVID. I had some XXXX health issues and couldn't pay my mortgage with my previous servicer. After being saved by the measures related to COVID, I kept trying to get loan modifications, and finally, I was approved in XXXX. I completed the trial payments and filled out the documents. I missed one I thought didn't apply to me, I submitted it to my rep before the document was due but was still told I didn't get them in on time. I continued to appeal as I had been told otherwise, I was told over the phone and had norecord. Eventually, my loan was transferred to BSI Financial. I attempted to be proactive ; I called them several times before the transfer was complete to stay ahead of the curve. They would tell me to wait. After the loan was fully transferred, I was repeatedly told that I could not make payments and that a POC would reach out. XXXX XXXX was my " Single Point of XXXX. '' She was hard to get a hold of. I would then submit a package to her and get some information back. Whenever I would call to ask, the representatives would be useless in assisting me. At some point, my " Single Point of Contact '' was switched to XXXX XXXX. She had asked why I hadn't made payments in six months ; I informed her I was not allowed to. She said they had an issue with training and high turnover and apologized. I would continue to make payments ( except when she told me I couldn't ), and I would go through several more attempts to submit for loan modifications. All the while constantly making attempts for communication, I met with either false information from representatives or partial information from XXXX, if and when I could talk to her. The modification I was " approved '' for was some supposed VA program I was never given the name of. For XXXX months, I was told we'd just been waiting on funds from the VA. In XXXX of XXXX, I was told that I had not been approved for that program. I submitted another package and was approved for a trial payment plan that a loan modification would follow. The payment plan was completed in XXXX. I continued to make payments and constantly followed up on the status of my documents, mainly by email, as it was the most convenient way for me. I had told XXXX it isn't helpful to constantly leave voice mails telling me to call her as I can't wait around for 30+ minutes on hold multiple times a day based on a message saying to please call her back. We would continually play phone tag. I had started CCing my VA rep in my emails as it was the easiest way to get a response. BSI had told my VA rep and me that they were finishing up the documents or were severely understaffed and that it was taking longer than usual ( something I've been hearing for the past three years ). Finally, on XX/XX/XXXX, after my documents were supposedly sent out according to the person my VA loan rep talked to, I received an email telling me to check my portal for a new document. It's a letter notifying me of my loan transfer to XXXX XXXX. I was shocked when I looked them up ; somehow, they were worse than BSI. The document was dated two days prior. I was distraught as the CFPB has sued BSI for negligence and mishandling of accounts and transfers. I received a partial response from XXXX ( big surprise ) stating the loan modification would still be worked on, and they were trying to get it sent out. They also simultaneously stated the new company would have to send them out. Since then, I've called and emailed multiple times. The most recent rep told me my loan modification was rejected, XXXX. I have emailed XXXX several times, and my VA rep has emailed her, yet she will not provide complete responses addressing my concerns and being transparent. I've spent almost the last three years going back and forth with people who suffer from being short-staffed, having terrible training programs, and giving incorrect information. BSI 's corporate page touts all of their capabilities, how they leverage advanced XXXX and XXXX, and how they're masters at servicing loans. The loans are transparent and free of errors, yet several of my packages have had to be resubmitted many times due to errors. The phone tree to get to the customer service desk is routinely 30+ minutes, though it's supposed to send you to the " Single Point of Contact. '' Whenever they transfer you because they're incompetent, it goes to voicemail. The phone tree has changed so many times, and there have been numerous occasions where I wait, and it hangs up, or nobody answers, even after multiple attempts. BSI is negligent, at the very least, and more to what I believe is malicious and incompetent on purpose to force homeowners to default. At any rate, my saga is about to continue with XXXX, who is, according to a cursory look, very predatory. They won't even communicate with me because they do not have a loan number despite explaining the situation. Their phone tree won't even let you talk to someone if you don't have your loan number, and contacting customer support is the same. I'm sure I'll be forced out of my house very soon because of BSI Financial. So, thanks, I guess.

Company response to consumer: Closed with explanation