Consumer complaint received 2024-07-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BSI Financial Holdings, Inc.
State: NC

Complaint narrative:
Made a payment to BSI via a telephone agent on XX/XX/XXXX or XXXX. I had some bank issues during XX/XX/XXXX and not being able to fix the issue until after the holiday resulted in the transaction not going through. After the holidays I was able to get the issue straightened out and called back on XX/XX/XXXX and made another payment. As of today the payment has not cleared my account. 
I have called to inquire on this everyday now for several days, everyday. I even sent a message via their website that hasnt been responded to. There is obviously an issue with the payment because it has not cleared my account yet. I would make another payment but due to past experiences I wont do that because they could double charge. 
The first time I called I stated my issue, and Ive had to explain my issue which isnt really complicated, but for some reason it has been difficult for every single representative to understand. Once the female agent understood, I was told that it takes up to 5 days to process and to call back in a few days. 
I called again the next day, I spoke to another female agent, who again had a hard time understating the situation. This lady tried to pass the buck to my bank, the bank was called while I was on hold. The bank has no record of the payment I made on XX/XX/XXXX because it hasnt reached the bank, which is why its asinine that the buck was even trying to be passed to the bank in the first place. None the less, this lady told me someone would reach back out to me. Ive heard this response before, and so I already know its an empty promise and I also know with my past experiences that just because someone said they did something, you need to check back to make sure it was done. So I asked for a second line of defense if I could speak to a manager, I was placed on an extended hold, then I was told the manager ( a female ) was ready for me and was transferred to be on another hold for 1 hour and 54 minutes before I was hung up on. I have a screen shot of the time I was hold. While I was on hold for almost 2 hours, I called back to talk to another agent, it was an XXXX XXXX  boy, he could never grasp the situation and told me that my XX/XX/XXXX payment was returned moments ago, which contradicted all the other agents. Then this boy wouldnt transfer me to a manger and also told me someone would call me back. I called back again and spoke to another agent while I was on hold, her name was XXXX, she seemed to be the most helpful of everyone I had spoken to yet, but still didnt fix whatever the issue is. She also stated that I need to call back in a couple more days. She did research everything with confirmation numbers and confirmed my XX/XX/XXXX payment is just sitting there in limbo. But even though Im being told to call back, this is the XXXX business day after I made my payment. 
I call back again today and reach the same girl that I first spoke to a couple days ago that ironically told me to call back a couple days later. She allegedly reached out to the department that takes the payment, via message, and no one responded in a timely manner so I was told again someone would call me back. This company now has me marked as 40 days late and has yet to process my payment. 

They are the reson my account is deliquent. I used to be ahead until one of their agent gave wrong account info a while ago, and they have been banking on it ever since.

Company response to consumer: Closed with explanation