Consumer complaint received 2022-06-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: BSI Financial Holdings, Inc.
State: CO

Complaint narrative:
As of XX/XX/XXXX my home loan was purchased by BSI financial services. Prior to the acquisition of my mortgage loan, I have never missed a mortgage payment. XXXX was my first payment due to BSI. I was unable to make a payment online and sent a check instead for the amount of {$1700.00} total on XX/XX/XXXX. 

After two weeks of the check not being processed, my wife and I contacted BSI by phone to ask why the payment had not been processed yet. We were told by a female service representative that they ( BSI ) have not yet received the payment. The female service representative told my wife and I that when they ( BSI ) received the payment that it would post immediately to our account. My wife and I agreed to continue to wait for the check to post. 

After some time of the check not being cashed, my wife and I contacted BSI again by phone on XX/XX/XXXX regarding the payment. The representative we spoke to stated that they ( BSI ) still had not received the payment. Being upset as I was I told the representative that I should not be shown as being late for my payment and that I did not want my credit affected. I explained to the representative that I was going to put a stop payment on the check due to them ( BSI ) not receiving the check after a month and that my credit should not be affected due to this issue. I also stressed to the representative that I have never missed a payment on my mortgage and I would not be sending another check. 

The representative told me they ( BSI ) would contact me by phone as soon as they ( BSI ) received the check. The representative also assured me that my credit would not be affected. I told BSI ok and concluded my call. 

On XX/XX/XXXX, I decided to place a stop payment on the check. I explained to my wife that I didn't want a check out and about where anyone can cash it and when BSI calls to inform us of them receiving it, we would pay it online instead. 

On XX/XX/XXXX I received a notification from my bank that there was an attempt to cash the voided check by BSI. It should be noted that at no time did I receive a phone call from BSI to inform me of them ( BSI ) receiving the check. I continued to pay my mortgage payments to BSI online as usual, seeing as the representative told me I was ok to continue to due so and wouldn't be affected. 

On approximately XX/XX/XXXX, I was informed by my credit monitoring service that a account was placed as delinquent. I checked my credit report and observed BSI had reported to the credit bureau my mortgage account as delinquent. I immediately contacted BSI by phone to inquire about the reporting. 
I asked to speak to a supervisor once the phone was answered. 

The male representative I spoke to told me he was a supervisor and asked what he could help me with. I then explained the entire situation to the representative. The representative then told me that none of the service representatives has the ability to assure me that my credit would not be affected and that the late payment was my fault. I explained to the representative that BSI was supposed to contact me once they ( BSI ) finally received the check after not having it a month.

The representative continued to state that it was my fault and not BSI. I told the representative that the way it was explained to my wife and I, our payment wouldn't be shown as late and my credit not be affected by the issue. The representative told me no, if I want to get things corrected to send another payment of the full amount. 

I asked if there was another way of having my account placed in good standing. The representative told me only by making the payment. I asked why his representative told me and my wife things were fine and now I am being punished for their mistakes. The representative told me he had nothing to do with what was said. 

I then asked for a corporate office number. The representative told me they ( BSI ) does not have a corporate office number. I asked who was in charge to make decisions. The representative told me " his boss. '' I then asked what his bosses number was. The representative told me his boss can be reached at extension XXXX and he would transfer me to him. 

The representative then transferred me to his boss. After the transfer, nobody answered the line so I left a message with my name and number for a call back. Here it is XX/XX/XXXX and I have not received a call at all from anyone at BSI, but they have yet again placed upon my credit report another negative item. 

I have made attempts to get this issue corrected, yet this is by far the worst company to deal with. I have even reported them ( BSI ) and their poor business practices to the Veterans Affairs in order to keep other veterans from having to endure what I have.

Company response to consumer: Closed with explanation