Consumer complaint received 2024-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BSI Financial Holdings, Inc.
State: FL

Complaint narrative:
On XX/XX/XXXX I received a detailed and highly technical XXXX page front & back legal paper size letter from BSI Financial Services informing me that my mortgage on my home was changing from {$2200.00} to {$7100.00} due to escrow charges- which was is regular size print on the back of the second page, so I missed it. 

On XX/XX/XXXX, {$7100.00} was automatically deducted from my personal checking account which was an overdraft. I called BSI Financial, and it was determined that XXXX land parcels were incorrectly assigned to my escrow account to the sum of {$34000.00} unpaid taxes. 

My parcel number for my XXXX XXXX home is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and my taxes were paid in full on XX/XX/XXXX {$4200.00} check number XXXX that cleared on XX/XX/XXXX by XXXX XXXX XXXX My taxes will not be due until XX/XX/XXXX and I currently owe no property taxes on this property. 

I called BSI Financial Services on XX/XX/XXXX regarding my loan number XXXX and it was determined that day that the escrow looked incorrect, but a claim would be opened, and the case reviewed. I was told to give them XXXX days to resolve and call back. 

I called back the next week and started the process over. This customer service representative asked for my tax bill to be faxed or emailed which I sent to XXXX. I was told at that time that when I initially filed the concern the claim was given XXXX days to be resolved. 

I called the next week and as soon as I called the customer service number, I was sent to an automatic message that stated my phone number may not call back until XX/XX/XXXX, then it hung up. I called on XX/XX/XXXX and started the process over with a new customer service representative who said it looked like they were working on it, and could I call back Monday, she had no other information. 

I was very concerned that another {$7100.00} payment as due and called to review my claim again. I spoke with XXXX on XX/XX/XXXX who finally listened to me and offered to connect me to a supervisor, then she comes back on the phone and says they are all in a meeting and someone will call me back within XXXX hours, but I should also call back and check it. I did receive a call ( not within XXXX hours ) from a supervisor who said the claim was escalated and that she would be in contact with me to update the situation - I never heard from her again. The BSI costumer representative said she understood another {$7100.00} payment was due but that they can not adjust my mortgage until the taxes are cleared and my escrow reassessed and that I have to pay the mortgage, or it will default, then she added not to worry they will " pay me back ''. 

On XX/XX/XXXX I was forced to submit another {$7100.00} mortgage payment, now totaling {$9900.00} in overpayment from what I typically pay. The next week I called to check the status and finally had news that the parcels had been identified as incorrect and removed and the next step would be for my account to be reviewed by escrow for the refund determination. I was told that would take 7 days and that I would be paid by a check in the mail. BSI can automatically remove thousands of dollars electronically, but they are unable to return them electronically. 

I called today on XX/XX/XXXX when a XXXX incorrect mortgage payment is now due. I spoke with XXXX different entry level costumer services operators, they disconnected once. The third call I was told my claim is still processing and being assessed, and the money can not be refunded until this is complete and they can not provide me with a target end date. My new payment as of today is {$3500.00} which is an increase of {$1300.00} from the {$2200.00} payment I have paid for the last year. BSI is now colleting escrow for this property, which is fine, but I have never escrowed before on this house. {$1300.00} seems like a large escrow for a {$2200.00} mortgage. One representative mentioned a refund check just over $ XXXX which is almost $ XXXX less than what I have paid in excess, but then I could not confirm this in subsequent calls. 

Today, XX/XX/XXXX, I am XXXX days in this mess and have paid {$9900.00} in the last XXXX months mortgages that I was not prepared to pay for taxes that are not mine. BSI initially informed me that my resolution would occur within XXXX days. I currently have no resolution and am still being charged more than I believe I owe. I have not found BSI to be considerate of my time nor money, they have not listened nor been attentive to my needs, they have made promises they have not kept, and I do not believe they have given my concerns the time and effort they deserve. As soon as interest rates drop, I will be refinancing out of this financial institution. Thank you for listening to my concern. XXXX XXXX

Company response to consumer: Closed with explanation