Consumer complaint received 2024-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BSI Financial Holdings, Inc.
State: CA

Complaint narrative:
BSI Financial Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXXXXXX XXXX XXXXXXXX Property : XXXX XXXX, XXXX, TX XXXX XXXX : XX/XX/year> Sub : Restoration of my monthly mortgage amount and removal of escrow To Whom It May Concern : It has been more than three months since I have been calling Customer care at BSI Financials talking to people in Mortgage, property tax department and customer service to resolve a simple issue which is as below : BSI Financials paid property taxes to the XXXX XXXX on my behalf early this year since I was out of the country and upon my return, I reimbursed BSI Financials the tax amount of {$6800.00} on XX/XX/year>. This should have returned my monthly payment back to the original amount of {$2700.00} which it is not despite my repeated phone conversations with BSI staff. 

Here is the summary of my request below : XXXX. I was out of the country when the property taxes were due on my above property and BSI Financials had sent paper mails regarding this ( no Emails ) and obviously I was not able to read my paper mail being out of the country. 

XXXX. Upon returning, I called customer service to enquire about this since my monthly mortgage payment had changed on BSIs payment portal and then learnt about the tax payment that was made to XXXX XXXX by BSI Financials. 

XXXX. On XX/XX/year>, I called BSI Financials property tax department and based on the information provided, took care of the tax payment of {$6800.00} the very same day, confirmation # XXXX. Basically, I reimbursed BSI Financials the tax payment that you made to the county on my behalf. I was assured that once you offset this payment against the shortage due to the tax amount paid my account would come back to normal. 

XXXX. I looked at my portal a week or so after to see if the correction was made and if my monthly mortgage payment had gone back to normal, but it was not to my surprise. I called and spoke to XXXX in customer service and per her request sent a letter on XX/XX/XXXX requesting that my account was a non-escrow account and that it be switched back to a non-escrow account. 

XXXX. Not only was my account restored back to my regular monthly payment amount of {$2700.00} I learnt that BSI Financials incorrectly applied the tax payment I had made on XX/XX/year> because of which they started showing shortage on my account that was unwarranted. 

XXXX. I have called BSI Financials multiple times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) each time getting assurances that once they apply the tax payment correctly on my account that my account and monthly payment would be restored back to normal. Just to reiterate since my payments were not applied correctly by BSI Financials the portal showed me incorrect amounts due each month. Per my call with XXXX again on XX/XX/year>, I made a payment of {$5400.00} that she said would bring my account current and yet as of today BSI Financials has not restored my monthly amount back to the original amount of {$2700.00}, instead claiming that I owe shortage amount to the tune of XXXX XXXXXXXX. 

XXXX. I called XXXX in Customer service on XX/XX/XXXX and demanded that I talk to a manager who would explain to me why BSI Financials did not return my account back to its original after I had reimbursed them the tax payment they did on my behalf. XXXX told me over the phone that a supervisor would call me no later than XX/XX/XXXX and review the shortage that BSI Financials claims exist on my account. I have not yet received a call? 

This is a formal request to simply restore my monthly payment back to what it was ( {$2700.00} ) when BSI Financials took over by simply offsetting the tax amount, I made on XX/XX/XXXX correctly so there is no shortage on my account. 
This has been an unhealthy experience working with BSI Financials and you have not addressed my issue thus far to my satisfaction. I will continue to make my monthly mortgage amount of {$2700.00} to BSI Financials.

I look forward to a speedy resolution to this issue. 


Thanks XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation