Consumer complaint received 2024-10-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BSI Financial Holdings, Inc.
State: TX

Complaint narrative:
In XX/XX/XXXX, a utility refund of {$1400.00} was sent from XXXX XXXX MUD XXXX to XXXX XXXX as part of my XXXX tax overpayment. However, only {$660.00} of this amount was disbursed to me on XX/XX/XXXX, leaving a remaining balance of {$800.00} that has yet to be refunded. 

It is important to note that at the time of the {$660.00} disbursement, my total tax exemptions were not correctly applied to my account. These exemptions, which should have reflected a {$0.00} tax liability, were effective starting XX/XX/XXXX. This oversight may have contributed to the confusion and miscalculation surrounding my refund. 

Since this issue arose, I have made multiple attempts to resolve it through direct communication with BSI Financial. I have spoken with several supervisors, XXXX of whom acknowledged the discrepancy between the amount sent by MUD XXXX and what was disbursed to me. Despite this acknowledgment, no action has been taken to address the issue, and I continue to be told by representatives that the remaining balance of {$800.00} is not owed to me. Each time I contact BSI Financial, I receive inconsistent information, with different representatives providing varying explanations for the delay and withholding of funds. This lack of clear communication and resolution has caused significant frustration and confusion. 

In addition, XXXX XXXX MUD XXXX advised me that, since I am entitled to the full refund for the XXXX tax year, I should either file a complaint with the Consumer Financial Protection Bureau ( CFPB ) or consider legal action. I overpaid {$4300.00} in taxes for XXXX and have already received disbursements for the XXXX tax year from both XXXX XXXX and XXXX XXXX : XXXX XXXX XXXX : {$1600.00} XXXX XXXX XXXX : {$1200.00} XXXX XXXX XXXX MUD XXXX : {$660.00} ( partial disbursement of the total {$1400.00} ) For further context, the utility refund of {$1400.00} was received on XX/XX/XXXX, and the partial escrow disbursement of {$660.00} was made on XX/XX/XXXX. Despite confirming with XXXX XXXX that there were no shortages for XXXX, they have continued to withhold the remaining {$800.00} without providing a valid explanation. 

To further complicate matters, I was also given inaccurate information by XXXX of XXXX XXXX 's customer service representatives regarding the recent escrow analysis. The representative incorrectly informed me that the latest escrow analysis covered the XXXX tax year, and as a result, I was not entitled to the remaining portion of my XXXX XXXX MUD XXXX refund. 

This statement is factually incorrect, as it overlooks the details of my overpayment for XXXX and fails to account for the refund that MUD XXXX had already processed. Given the discrepancy between what was said and the actual status of my refund, I believe this matter requires prompt investigation. 

The ongoing delay in resolving this refund, coupled with the lack of clear communication from BSI Financial, has led me to consider escalating this issue through formal channels. As XXXX XXXX MUD XXXX has suggested, I may need to file a complaint with the CFPB or pursue legal action to recover the remaining funds I am owed. 

I kindly request that you conduct a thorough review of my account, including the misapplication of my tax exemptions, and provide me with a clear explanation of why the remaining {$800.00} has not been disbursed. I would appreciate any updates or actions taken to resolve this issue in a timely manner, as this has been an ongoing source of frustration for me.

Company response to consumer: Closed with explanation