Consumer complaint received 2025-11-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: BSI Financial Holdings, Inc.
State: PA

Complaint narrative:
- On XX/XX/XXXX I submitted a ticket to customer service requesting PMI removal ( see the correspondence in the attached Original Ticket Request Correspondence file ). 
- They asked me to complete the Private Mortgage Insurance Removal Request Form & Requirements form.

- I submitted the form on XX/XX/XXXX ( attached ) and requested a timeline. They responded that it was forwarded to the appropriate team. 
- They sent another message on XX/XX/XXXX saying it was delayed and thanked me for my patience. 
- They then marked the ticket as " completed '' on XX/XX/XXXX, but I was given no feedback as to what the result was. 
- I called the customer service number ( XXXX ) on XX/XX/XXXX and was connected to XXXX XXXX. I explained that I had submitted the form and received no response as to the status except that it was " complete. '' He told me to email him the form ( see attached Emails to XXXX XXXX file ) at XXXX, and I did. He also told me to mail the form to the address on the form in Step 4 along with a {$470.00} check for the appraisal deposit. 
- I mailed the form and {$470.00} check on XX/XX/XXXX. 
- I emailed XXXX XXXX on XX/XX/XXXX letting him know I mailed the form and check on XX/XX/XXXX, and I asked for confirmation it was received and a timeline for the appraisal. I received no response. 
- I called customer service on XX/XX/XXXX and spoke with someone named XXXX XXXX name may be incorrect as it was difficult to make out ). She first told me the request was rejected because my loan-to-value, based on the original appraisal, was not below the threshold yet. I explained that I was already past that point and submitted the form and check for a new appraisal. She then told me it was rejected because there " is no building on the property. '' I explained that the house was completed in XXXX of XXXX, when I started paying the mortgage, and that I'm living in it now. She said all she needed was the number of bedrooms and square footage to reinstate the request. I gave her that information, and she said she would reopen the request. 
- I sent XXXX XXXX an email on XX/XX/XXXX filling him in on my customer service discussion and asked him to confirm the request was reopened as I had been told. He did not respond. 
- I called customer service on XX/XX/XXXX and asked for a status update of my PMI removal request. I was again told it was denied because the loan-to-value, based on the original appraisal, was not below the threshold yet. I again went through the full explanation of the entire six week process I had already been through. The customer service agent told me all she knows is it's showing as denied and she can't do anything else except submit another request to the department for an update, and it would take two business days for a response. Being that it had already been six weeks, and that process was already exhausted, I asked for XXXX XXXX 's direct number. She told me he wasn't available but could connect me to his voicemail. 
- I left XXXX XXXX a voicemail on XX/XX/XXXX explaining the situation once again. I also followed that up with an email asking him to respond. I have not received a response. 
- I don't know what's left for me to do with the company, so I am submitting this complaint hoping it can get the process on track.

Company response to consumer: Closed with explanation