Consumer complaint received 2023-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: BSI Financial Holdings, Inc.
State: CA

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXXXXXX, Iowa XXXX Subject : Complaint Regarding XXXX XXXX and BSI for Unethical Practices and Mismanagement To Whom It May Concern, I am writing to file a formal complaint regarding the unethical practices and mismanagement experienced with XXXX XXXX and BSI in relation to our home purchase and subsequent mortgage management. This situation has not only caused significant financial and emotional distress but has also impacted our ability to secure housing for our family. I request your assistance in investigating this matter and seeking resolution for the issues we have faced. 

In XXXX, my husband and I were excited to purchase our first home. We chose to work with a company called Welcome Heroes, who claimed to specialize in assisting XXXX families like ours. However, from the outset, our experience was marred by unfulfilled promises and poor service. The inspection issues that were supposed to be resolved were left unaddressed, and the {$10000.00} promised to us at closing never materialized. 

Our troubles continued with the mortgage company XXXX XXXX. Communication was virtually non-existent, and they failed to grant me access to the account despite my husband 's XXXX and repeated requests. The lack of transparency and cooperation further exacerbated our frustrations. 

In XXXX, when we decided to sell our home due to my husband 's XXXX orders, we encountered even more challenges. Contacting XXXX XXXXXXXX for a payoff amount, I was informed that our loan had been sold to BSI a year prior. Neither company informed us of this change, and I discovered it purely by chance. When I reached out to both companies, I was met with misinformation, lack of accountability, and a blatant disregard for customer service. 

BSI 's mishandling of our account reached its peak when I inquired about the status of our loan and our credit reporting. I was informed that our home was in foreclosure since XX/XX/XXXX. Shockingly, BSI stated that they only send certified letters if foreclosure is imminent, and I was never sent any such notice. The inconsistency and lack of transparency in their communication is deeply troubling. 

Furthermore, when I sought assurance that negative inquiries on our credit report would be removed upon loan payoff, I was met with vague promises that these inquiries would be removed. However, the recent sale of our home revealed the extent of their mismanagement, as it took two weeks for BSI to provide a final payoff amount to the escrow officXXXX. 

This ordeal has had severe implications for our family. We are currently in Virginia, seeking housing options, but our applications are met with questions about this situation. Our dream of purchasing another home has been shattered due to the tarnished credit and reputation caused by the unethical behavior of XXXX XXXX and BSI.

I respectfully request that the Consumer Financial Protection Bureau conduct a thorough investigation into the practices of XXXX XXXX and BSI. The misinformation, mismanagement, and disregard for our rights as consumers have caused irreparable harm. I urge you to hold these companies accountable for their actions and provide assistance in rectifying the situation. I ask that this unfair, erroneous, incomplete and untimely reporting all fall under my rights to have accurate reporting per the FCRA. I have attempted to resolve this matter many times by disputing the derogatory incorrect information and I'm pleading that the CFPB protect XXXX consumers such as myself by rectifying the matter promptly. 

Thank you for your attention to this matter. Your intervention is greatly appreciated and much needed as we strive to overcome the challenges caused by XXXX XXXXXXXX and BSI. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation