Consumer complaint received 2026-05-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BSI Financial Holdings, Inc.
State: IL

Complaint narrative:
To whom it may concern, My name is XXXX XXXX. I am a war veteran who currently lives in XXXX Illinois. My wife and I bought our home in XXXX. Our current mortgage company is BSI Financial. Being a veteran, I am exempt from paying property taxes in the state of Illinois. Each year, I fill out the homestead exemption form and submit it to XXXX. Last year, I was a little late in submitting it. The form is due by XX/XX/XXXX, and I submitted it XX/XX/XXXX. We noticed in XXXX of XXXX, we were being charged property taxes again. We reached out to BSI, and they informed us that the city had not done their part by updating our status to exempt. We reached out to the city, and they stated they had in fact done so. The city of XXXX tax office stated they had notified BSI several times of our exemption, but BSI would not acknowledge this. In the meantime, due to BSI charging us property taxes, it caused our monthly payment to pretty much double. My wife and I called BSI many times to rectify this issue. We were told many times that they would investigate it and gives us a call. My wife noticed in XXXX that BSI locked us out of our online account. My wife called several times to ask if she could make a payment minus the taxes and was told no. She had to make the full payment, or they would not accept it. My wife called BSI to ask if she could make a partial payment and again was informed it had to be the full amount or they would not accept it. I called in late XXXX again, to see if could get this issue escalated. The agent gave me an email address ( XXXX ). I was informed by the agent that sending an email to this address of the issue would have it investigated quicker. I was informed I would be contacted within XXXX weeks. No one ever contacted me. Each time we called, we were told our situation would be looked into and to expect a call back. On XX/XX/XXXX, a person walked up to my son 's friend who was in the driveway and stated, You look like XXXX XXXX and shoved an envelope in this kids ' hands. The kid stated, I am not XXXX and this is not my house. The person stated, oh well and walked away. The kid immediately called my son to come outside and gave him the envelope. My son then called me crying saying we are losing our house. I, immediately drove home to read the documents and to my surprise, it was foreclosure documents. My wife and I were in shock. My wife started crying and panicking. Unsure of what to do, where to turn. On XX/XX/XXXX, at XXXX, my wife called BSI to ask about the foreclosure documents. She spoke with an agent named XXXX. XXXX informed my wife that the way we were served and the fact the documents did not specify fines and fees that the entire situation seemed to be odd and could be fraudulent. XXXX asked my wife to send a copy of particular pages from the documents and email them to that email address that I also emailed months earlier ( XXXX ) in order for the documents to be investigated and check the validity. This agent informed my wife that she would receive a call back by the beginning of the following week. However, my wife never received a call. BSI charged us property taxes of {$3000.00} in XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX we received a check totaling {$6000.00} for overcharged property taxes that we were no supposed to pay at all. So even though they gave us our money back from those XXXX dates in XXXX, they still continued to charge us property taxes each month. BSI i snow charging us almost $ XXXX or they will foreclose on our home, and this amount is including property taxes. In addition, they are also charging us {$33.00} as a fee for each month for not paying property taxes that I am exempt from. My wife and I called the city tax office and explained this entire situation. The gentleman that we spoke to informed us that what BSI is doing to us is not legal and informed us to send a complaint to the CFPB. Please help us. We do not want to lose our home. BSI financial XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) Mortgage Acct # XXXX Sincerely, XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX ( XXXX )

Company response to consumer: Closed with explanation