BSI Financial Services Reviews

Asked to speak to Daniel **, since he has been commenting on all these post, and William told me he said to put me to his voicemail. When he transferred me, I was disconnected from the call. I tried calling back only to be forced to leave a call back number thru their automated system and never received a call back. Called on 12/1 and spoke with Cheryl. She advised me the payment would be mailed on 12/4. Confirmed the dollar amount was correct. Confirmed the mailing address was good. Asked Cheryl why it was not going to the P.O. Box and she stated they needed a street address to send it certified. This is incorrect but did not push the point. So today is 12/5, checked the website and behold, no payment issued.

Called and spoke with Hannah to confirm this. I asked to speak to a supervisor and again they were having phone issues and my call could not be transferred. Hannah stated her supervisor, Alyssa, advised that a batch of payments are being processed today and will be going out on Monday 12/7. She assured me that this would happen. For some reason I feel that this will not be the case but I hope I am wrong. This company is beyond frustrating. My next step, if it is not paid, will be to file a complaint with CFPB and/or seek alternative actions.

Worst experience with a mortgage company in over 30 years and with a dozen companies. The address to send a Qualified Written Request (Notice of Error) per RESPA on the BSI website appears to be invalid and does not match the address listed on the initial paperwork they originally sent. Only with a Notice of Error mailed to them is BSI required to provide a response to an issue.

These are the same practices for which BSI was investigated and then fined by the CFPB in 2019. To anyone experiencing similar issues I suggest 1) writing a Notice of Error to BSI (there are examples on the internet) and 2) filing a complaint with the CFPB. If there is not an attempt to resolve my issue soon I am also going to write my US Representative and State AG to let them know these business practices are continuing.

For this month's payment, I've been attempting to log into the myaccount page of the BSI website for 3 days now. It spins and spins, and eventually times outs. I have literally been letting it sit and spin for hours for the past 3 days while working at my computer. It will not connect. I cannot log into my account to submit the payment. When I choose the Contact Us page - so I can get a phone number to call or something - to get support for this problem, my web page is redirected to the myaccount page that won't load. What a joke. This company is terrible, and maybe I should refinance my loan with a better company so I don't have to deal with these clowns.

Original Review: Dec. 1, 2020

Updated on 12/11/2020: This is an update to my Dec. 1 review of BSI Financial Services. After calling customer service more times and even responding to Daniel's inquiry below, I've yet to see resolution of getting my property tax paid from escrow. Nothing was resolved "by the 5th" as promised by the customer service rep previously. In the last conversation with a rep on the phone, I was told to check back as it should be "taken care of" by Dec. 9 or Dec. 10. I called Dec. 11 and still nothing is resolved. I've emailed my info multiple times, including sending the actual online link to the tax portal itself, and nothing seems to get any response. The customer service reps only keep giving me a later date "to check back on the status." And each time I call back they tell me it doesn't look like anything has been done or any escalation request has been sent. PLEASE, I just need my property tax paid from escrow. This should not be this much trouble.

Original Review: We refinanced through Bay Equity in June/July and our mortgage was quickly sold to BSI. On Tuesday, Nov. 24, I received a property tax delinquency notice from the county. I called BSI that evening and the rep said it looked like it hadn't been set up and she would escalate the issue. The tax was due Oct. 31. I followed that up with two emails. Never received response. I called Friday and the rep said to call back Monday, Nov. 30, as it "takes a few days" given the Thanksgiving holiday and the request was "in process." I called Nov. 30 and was told it "should be done by the 5th." Reading the other reviews before posting this, I'm very concerned about what may/may not be going on here. Also, I've not been given any explanation for the delay in payment. I have worked with many mortgage companies over multiple properties, and I have never experienced a delinquency such as this. If someone from BSI is reading this, please help.

Original Review: If I could give this mortgage company 0 stars, I would! We have been trying to get in touch with a human being from BSI to discuss our options since the end of September 2020. It’s almost December and we have NO IDEA what is going on with our account. When we call to speak with someone, we are on the line for hours holding just to get hung up on. We even tried speaking to a rep after hours only to be informed, there is nothing they can do for us and that they will leave a message with Maria H. (the person assigned to our account). We have sent several emails to customer service with our concerns and we have not received a response to any of our emails either! We did not ask for our loan to be sold to BSI and this has turned into a stressful nightmare I wouldn’t wish on my enemy! We just want to be able to discuss our loan with a person and understand our options moving forward!

Original Review: Nov. 25, 2020

We are very unhappy, to say the least, with the way BSI handled our situation during this hard COVID times. I lost my job mid March 2020. We called customer service couple of times and asked for help (differed payment, like most mortgage companies did) with handling payments. They said they will put us on 6 months forbearance plan. We didn’t know what that was until couple of month later when we got the letter and realized that we have to come up with the full sum at the end of forbearance plan. What kind of help is that?

We realized we didn’t have a choice and scrambled to make payments at the expense of other things (like food etc). We only missed 1 payment for April. We called 3 times over the course of 3 months (during summer) to ask how can we handle that one payment we missed. We were told we are current with all our payments and we don’t owe anything, but they said at the end of forbearance plan if we owe anything they will let us know (send the letter).

At the beginning of October we got the letter that we owe $10 000. We called and asked what was that and they said that the payments we made were not applied to our account yet but they will apply it and we will be all set. Beginning of November we got a letter that we missed one payment for October (which would be I guess the missed April payment). The worst thing of all is that they reported us to Credit Bureaus for missed payment and DESTROYED OUT CREDIT !!! Our score dropped by 100 points because of this !!! My husband and I worked very hard to have good credit. We never missed a payment in our lives. How can they do that? They should’ve at least send a letter, give us a deadline or chance to pay before reporting us.

That’s so unfair and at the times like this. We borrowed money and made a payment. We called customer service couple of times, to reverse the report, and my husband spoke to Maria once and nobody wanted to help us. If any management is reading this please reverse the report made to Credit Bureaus. This caused us so much stress and tears. Thank you.

I’m so upset, I reached out to our original lender for help, and they reached out to BSI – and were told “we’ll look into it”, two days later, still no response. (BTW, I’ve had two different people at our previous lender confirm payment was sent to BSI on 11/3 – and one is the Chief Operating Officer.) My husband did some more research into BSI and now I’m even more ticked off (and scared). The problems we’re having and the problems I’ve read in these reviews, BSI was investigated and fined for last year (2019) by the CFPB (Consumer Financial Protection Bureau.) Yet the majority of these 2020 reviews, are for all the same problems! An investigation, a fine, and a year+ later, and nothing has changed... Wow.

I see Mr. Daniel ** replies to these telling people to PM him. I was going to do that before writing this review, to give him a chance, but I don’t know how. Where do I send a PM from? I went to “message center” in my BSI account, but the ONLY options I have are ways to exit the message center. That said, Mr. **, when you see this, please tell me WHERE/HOW to PM you and I gladly will.

I followed up the next day using the extension number she had given. It took me to a recorded line about making a payment. I held on till some other person picked up. I asked to speak to Katrina and was then asked for all my info. Then put on hold. 15 minutes later she came back to tell me my account was up to date. Ya. I said, "I'm not calling to make a payment. I'm calling to talk to Katrina about inputting my taxes." She said, "Well I see your account is new as of Sept. And it can take ohh about 60, no 90." I said, "Ya 60 days is what I was told which is stupid but we are well past 60 days so here's the deal. I put in a complaint on consumer affairs, Daniel responded. Katrina called. And now I'm talking to you." She said, "Oh, well I'll find Katrina and have her call you back..." Oh my Gosh!

So Daniel I envision you sitting behind your comp screen laughing that you were able to put off yet another complaint for several weeks. I'm asking you why can your company NOT do their job? Please don't give me an excuse of back log and covid. I manage retail and yep covid has caused some issues but guess what we figured out how to make it work not only for ourselves but for our customers! Instead of the employees sitting behind a phone twiddling their thumbs waiting for the clock to tick while your customers are on hold, how about they input the documents into our files so property taxes and insurance can get paid? Daniel, instead of having someone call in a pretense of making something right how about YOU do it? You have all my info. Upload the documents, pay the bills????

Original Review: We refinanced in May/June 2020 with Bay Equity who 2 months later sold to BSI. I immediately went to Google and reviews and did not like what I saw. I tried to settle my mind and try to be positive but guess what...insurance hasn't been paid! Insurance bill was sent to them. I spoke with *Sharon* at BSI who seemed quite concerned. She advised me to email their customer service department and that by doing so my insurance would be paid immediately. I did email them and I cc-ed my insurance company.

A week later still no payment has been made. I see Daniel responding to these complaints and I wonder...why Daniel hasn't fixed the problem at his company rather then allowing the same issues over and over and over. I also wonder why in the judgement against BSI in 2019 hasn't caused change so I've reached out to CFPB. As well as the Attorney General to find out why these issues continue at BSI and we the consumers are left with the problem solving. I know Daniel that you will respond with the inability to help me because of not having account info. Daniel I would ask you to fix! Your company's problems.

I still haven't received a response from Daniel or BSI, but received my newest mortgage statement, which now shows that my next mortgage payment is double the higher amount because they still haven't applied my lower payment to the mortgage. It appears that publicly BSI will try to save face, especially by posting nice response to negative reviews, but behind the scenes they are unable to properly care for their customers.

Original Review: My mortgage was sold to BSI shortly after I closed on my house. I immediately requested a recast to pay principal and lower payments. They took my principal payment and I didn't hear from them. After multiple attempts to get an update, I received a call from Maria. She told me that I needed to send a written request signed by all parties on the mortgage. That was not explained when I first inquired with BSI about recasting. I immediately sent in the written request. A few more weeks passed without any communication.

After multiple attempts to get an update, I finally got another call from Maria. She used every excuse she could think of to justify the delay: COVID, the mortgage needed to be reamortized (I was able to do that in a few minutes), they needed to send me legal paperwork to be signed (form letters that take a few seconds to produce), and she had received 5 more recast requests that day (again, not an overly complex process if you know how to multitask). She then said it the process would take 60-75 days. I scoffed at the idea, and explained that I have never had any financial process take so long to complete. Two weeks later and I still have not received the legal paperwork Maria said I would receive. I went to make my payment online and received a message saying, "Due to the status of your loan, please contact us directly to discuss available payment options and verify amounts due." I sent two e-mails. No response.

I called customer service and was told that due to going through the recast, the mortgage payment had been lowered and the website was refreshing. Five days later and the same message appears on my account. Since customer service wouldn't take my payment and no one response to my messages, I'm not sure what to do. When my title says it pays to switch lenders, I am not kidding. I contacted the bank that serviced the mortgage on my last home to see what options I have to get the mortgage out of BSI's hands and into theirs. Their response, "Refinance." With the continual drop in interest rates, I could refinance with them over the same term and have an even lower monthly payment, even though I would need to pay closing costs again. Guess what I am doing?

Through the refinancing process, I have had great communication from the new lender and will be closing soon, just four weeks after my first inquiry with them. I don't know how I can get my home refinanced in less time than it takes BSI to respond to multiple e-mails and phone calls. The tag line on my online mortgage portal with BSI says, "We Offer Fast Service And Helpful Advice." Actually, I have found the opposite to be true. Service is nonexistent and they cannot even effectively communicate their own processes to their customers. It really does pay to switch lenders, if you have the misfortune of dealing with BSI.

I have called several times from August and they said the money will be forwarded to Northpointe bank within 60 days, but it is more than 3 months and the payment was not received by Northpointe bank. I called again 2 weeks ago and I spoke with Hannah and she said she will escalate the payment to northpointe and they will call me back but no call back up to now and I called them again two days ago, left message but no return call. It is hard to get ahold of them. Is there anyone can help me or refer me to a lawyer, that is my hard earned money and I don't know what is going on. What kind of company is this.. So stressful and frustrated. Please help!

Original Review: My loan was sold to BSI without my knowledge. We had a tornado and lots of damages. Chubb paid our claim immediately to us the homeowners and to BSI. It was paid 9/8/2020. BSI cashed the checks. We Had the work done. To this day 10/29/2020 we cannot reach anyone at BSI. Called dozens of time, on hold for hours. We still have not received any payments, nor any news. They are holding our money and we cannot pay the workmen. No one at BSI is calling back ever, nor doing anything. It is the worst company ever! They are thief!

I contacted BSI through their website (impossible to reach them by phone), and reported the issue, asking to have a representative call me to explain the issue better and that in interim I would make my payment at the previously agreed amount. I did eventually get a call from BSI, but it was only to collect the bill on the balance of the monthly mortgage they said I owed them now and the rep wouldn't or couldn't help me with my escrow issue. To add insult to injury, they are assessing me with late charges and have dinged my good credit even though I have been making payments in good faith pending resolution of this issue. I am just so disgusted and at wit's end and seriously considering legal recourse if available.

Original review: My mortgage loan was transferred to BSI in July 2020. My loan was in forbearance due to being laid off due to COVID 19. I could not get a hold of anybody to inquire about my loan so when my loan came out of forbearance I mailed a payment. I have been checking online to get information about my loan but there is absolutely no information online. There is a note that says I need to speak with someone because of the forbearance.

I am trying to sell this property and get pay off information. I literally call 10 times a day, send emails and faxes. I am going crazy trying to get a hold of someone that will talk with me about my loan. Was my payment applied? Why do I owe an additional $7,500? I found out because I requested payout information in order to sell the property. The person could only give the the payout info, she could not talk to me about the loan, she said I needed to talk to my point of contact. I don't even think my point of contact exists. I was given her extension and it always says to leave a message. This is the most horrible customer service EVER!

Original Review: This company has got to be single handedly the worst mortgage company known to the financial services industry. Since my mortgage was sold off to them I have spent countless HOURS on the phone with them trying to fix their mistakes. They didn’t pay the correct company for our flood insurance when our homeowners and flood policies came due and instead sent one check to the homeowners policy company to pay for both of our policies, I attempted for a month to get this corrected and they kept pushing it off causing a lapse in coverage on my flood insurance so they force placed a policy on my home and now won’t reimburse the full amount since my normal policy has been renewed because my house needed to be covered so I’m stuck paying for their mistake?!?

They have my escrow disbursement all messed up and you can’t get a straight answer from any of the representatives. Always a long hold time probably because there are a ton of clients going through similar issues based on the reviews here. Looks like I’ll be seeking advice from an attorney for violating the duties of a mortgage servicer.

Original Review: Oct. 13, 2020

We refinanced our home (conventional mortgage with great LTV) and BSI was given our loan. On the first months mortgage, we promptly paid it. Then shortly after, I receive a credit alert that my score had dropped 82 points. I immediately call BSI and was told somehow only $2500 of my $2557 was applied for my first months mortgage. I immediately paid the remaining $57 plus a $20 phone fee and also paid ahead for next months (For November. Now no payment until December. Today is October 12) For good faith and in hopes they would see there was some sort of clerical error and not my missed payment. I requested that they adjust the correction and remove the late payment from my credit reporting. After reading these reviews and as a brand new customer I’m very concerned. This shouldn’t have happened. Will update my review and score if they rightfully remove the negative reporting on my credit.

Called BSI again today and this lady was much kinder but basically said we were SOL and should wait until Monday to check again. I explained to her that we had never been late on a payment before and asked what caused the kick back. She couldn't provide us a solid answer. I just want them to take our money so we don't have a late payment... Isn't that any businesses dream?? I don't understand why it has to be so complicated but I cannot WAIT until we are transferred again. They are our 5th mortgage company and by far the worst of them. We are beyond frustrated.

Original Review: Oct. 5, 2020

I received a notice that my property insurance expired. I acquired property insurance and because they have a old PO Box address they won't pay the new property insurance premium.. I got a mailbox at the road over 10 years ago and that changed the city and zip code.. I changed all of this as I was to do but now it's a problem when they have to release my escrow money to pay my new property insurance not the forced insurance that is $400 more. I really dislike this company and can't refinance at the moment!!!!

Fast forward to now. I've been calling for weeks, attempting to obtain the extension to that forbearance plan guaranteed by the CARES act. As my loan is government backed, (Fannie Mae), there's no question of what BSI's obligations are, but for some reason they throw up as much red tape as humanly possible. Again, the only person in the company that can apply the forbearance plan is "Kenya." Multiple voicemails have been left, two reps have sent emails - even though each time I called in I was assured the plan would be extended in a few days, nothing has happened.

When I told the rep I spoke with today I was about to file a complaint with the CFPB, she encouraged me to state that on a voicemail to this "Kenya" individual. Pretty sad when the companies own reps are tacitly encouraging CFPB complaints. What I find interesting is that the CFPB pursued civil charges against BSI in 2019, and they paid a large fine. You think these guys would have learned the hard way not to break the law? I own several rental properties, and among the banks I deal with, BSI has the worst processes, worst customer service, and most resistance to adhering to the CARES act. AVOID!

I am so furious that this happened. I am not sure why no one would think to contact me to find out about the homeowners rather than just mailing them a check, especially since I have paid my insurance twice now already. And now I am late on my mortgage because you cannot adjust what you want to pay online, and I refuse to pay $1500 when my mortgage was $1100 as this is a pretty bad mix up. I am so mad this is the company I have to deal with and cannot wait for someone else to buy my mortgage out so I no longer have to deal with them.

Original Review: This is the worst mortgage servicers I've ever seen. I believe they intentionally don't cash your mortgage payment so they can charge you a late fee. This has happened to me multiple times. I pay my mortgages via billpay and this is the only company where they just don't show up. I think they hold them so they can get late fees. They always seem to show up after I've paid them only which they charge $7 for plus the late fee. Think of all the people they are ripping off by doing this and how much money they make by doing so. In addition, they don't have real time accounting so when you make a payment it doesn't show up on your account until the next month so you can't verify the information is correct. They also play with your escrow money so make sure your insurance and property taxes are paid as they've already been sued for that.

Most all insurers in Florida went up sky high and I was in limbo. After reading these reviews I must reach to the California AG office and report this scam. They own the 3rd party insurance that they force on us and they make money. This is a shame. Let's get a lawsuit going please people. These company need to go out of business.

I then did some research and found no one on this board has given them anything but the lowest score possible, one star. Further research led me to the Consumer Financial Protection Bureau, a US Government agency. A headline from housingwire.com reads, “CFPB settles with BSI Financial Services over numerous mortgage servicing issues.” I’m certain they’ll deny it, but might they not accept electronic payments, so they can charge late fees and blame the USPS? There’s a fellow we all know who is doing the same.

In June they deducted a half payment as opposed to 2 full payments. In July they again missed the payment date and amount. I escalated this to their customer service manager who then turned it over to another manager who assured me everything was fixed. I am now sitting with I applied payments and have no idea how the prior payment led have been applied. I was assured this was going to be reviewed daily until it was corrected. I have heard nothing in 10 days and the outstanding principal is incorrect.

I have called, emailed, and copied the VP who is also their Senior Council and have had no response. I have asked for a corrected amortization schedule and none has ever been provided. The account history is impossible to decipher and they continue to state that they are working on the problem, but after 10 days of silence I must take action starting with this complaint. With so many unable to make a mortgage payment you would think they would be delighted that someone wants to make 13 EXTRA payments. I have owned 14 homes and this is by far the worst experience I have ever had.

Does it get worse with them? YES! I am in the middle of a refinance, I have recurring payments with BSI, never had any NSF on my mortgage payment, BUT they have documented in my account that I am 30 days late for two months (how when my bank statements ACH from BSI on the 1st of every month). I am on the 3rd call back trying to get this resolved and have sent two emails with no response.

Should be shut down. Judging by the endless 1 star reviews (even the one 5 star review was actually negative) do your best to avoid this fraudulent service agency. IF YOU ARE UNFORTUNATE to have a note sold without your approval to this predatory lender, then resort to what I am doing and match their rude behavior. The low life's that work there deserve it... If they are truly good people they will walk from the job.

My insurance company (rhymes with Hall State) informed me that they haven't been paid for homeowner's insurance and that they had called 7 times with no return phone call. I personally left 5 voicemails indicating I wanted someone to get this resolved or my insurance would be canceled. Today, on June 29th, I received a threatening letter from BSI Financial that my insurance policy had expired (not true) and that they were buying my insurance for me which would be more expensive and less coverage. WHAT A JOKE!! I plan on refinancing tomorrow. This company is an utmost disgrace to anyone who is a client of theirs. I think most of the reviews here say the same thing... but nothing has changed which means they don't care.

I made another payment on June 17th for May and June’s mortgage, but the money has not been taken out of the bank account. How could you report me to the credit company when my mortgage has been received, and I even have a confirmation number for the payment in May. I called plenty of times and email, but no replies. This situation is not fair and is ridiculous; my credit score should not drop because of the mistake of your company. How are you going to fix this? I need your company to take responsibility and fix the mistake that was made.

I called again a week later. Same feces, different toilet. No call back. I finally decided to forgo the waiting on the phone, and instead pressed 1 for a callback (I have their phone tree memorized now). Got a call back, finally got my account number. Set up my online account, only to find out I was 9 days past due on a bill I never received. Set up a payment... $7 extra fee to make an online payment. Didn't have that with my previous lender. Just wow. Way to nickel and dime. Signs of a terrible company Paid it anyway because I don't like making late payments. I'll mail a check from my credit.

I now want a copy of my printed statement for the month for my records. Tried to print one from the web portal - No statements available. Called in again. Waited 45 minutes for a call back only to have them let my phone ring one time, then hang up. Called again and waited another 45 minutes for a call back, only to find out they can't give me a paper statement. I asked them what would've happened if I hadn't been proactive about this. "If I wasn't on top of my finances, and you bought my loan, you're telling me that I would have had no idea that I had a bill due?" Didn't really get an answer to that other than "Didn't you get a welcome packet?". No. No, I have never received a SINGLE piece of mail from BSI Financial. I got hung up on. BSI Financial should drop the "I" from their name. It would be more fitting. Stay away. Stay very far away. I'll be looking to refinance soon.

The reason I lost my cool began when I asked why Daniel wasn’t returning my call given that he’s responsible for the customer service department. I wanted to hear from him why anyone writing a negative review on this site, and most likely on all sites that he monitors, deserves a callback but no one else may get through to customer service or have their VM’s or emails returned? Seems odd and not very good customer service business practices.

I continued to get more angry when Ashley stuck with the company line rather than address the poor customer service at all, incorrectly address the more than 14 day hold on my escrow deposit and the issue of junk fees. I honestly am waiting for proof from my county regarding mortgage lien release fees. I’ve been told fee amounts that don’t jive with BSI Financial escrow charges for lien release fees but am still waiting for the amounts from the county that we live in to confirm. I’ve requested written proof and confirmation from the county and will update my review once I’ve received the actual dollar amounts.

In conclusion, in my opinion, if you don’t have to do business with BSI Financial you should probably find an alternative. If you do have the bad luck like we had as they serviced our purchased mortgage, please continue to call them out and write negative reviews until Daniel or BSI Financial have a change in culture and commence treating their customers better and more ethically. Transparency is a wonderful business practice. Currently BSI Financial gets a one star rating that would be zero stars if they were rated properly. Take it or leave it but you were informed of my opinion. I’m curious to see if Daniel responds, if he does I’ll tell him to improve customer service availability and convince the company to be ethical and transparent. No junk fees, answer or return phone calls promptly and return deposits as required by law in 14 days.

Original Review: Your company services our mortgage that was purchased in the secondary market. It’s impossible to reach your customer service department by phone and no one returns emails or phone calls. We have paid our loan in full and still haven’t received our escrow deposit refund. In addition in my opinion, your company illegally charged us fees at payoff on a mortgage loan that specified no prepayment fees. Our contract wasn’t with the company that bought our loan so we had no legal contract that specified or allowed these junk fees!

If you, Daniel M. will be responding with gibberish as you’ve done with other complaints, you are well aware that no one can get through on your phone lines. Again you can’t get through by calling customer service and no phone calls or emails are returned. I’ll make it easier for you by sharing my email address. You may write to me at ** to address my complaints. I’ll commit to adding a review everyday until my complaints are addressed as you or someone else may now write to me via email. I guess I’m calling you and your company’s bluff. It’s truly unconscionable the way customers are treated by your company!!!

If I look online it states that my account has 200.00 in escrow. I am told I cannot look at that, and need to look at what was sent. My payment will now be increase around 300 a month for the next year on top of what I am already paying. Mind you they DO NOT send statements even after requesting this several times. I urge anyone who gets a notice stating your loan was sold to this lender to PLEASE refinance with another lender. This company can cause you lose your house. What they do is not right, and how you are treated when you work with them is unacceptable. I have NEVER written a complaint in my life, but I do not want this to happen to anyone else. This has been a nightmare, and cannot be legal. It is unfortunate that the USA allows these type of lenders to exist. If I could give them a negative rating I would.

I made monthly payments from August 2019 through April 2020. I also made calls monthly to try to get the problem resolved. I was making 2 $1000 payments a month to cover a mortgage payment of $1986.53 on the first of the month and the 2nd Wednesday of the month. I was told that that may be a problem and that when the bankruptcy was discharged there would be an audit and a resolution. I was told that Scott ** ext ** was handling it. I made monthly calls to him and left messages with no return calls. In April 2020 we received a notice that our loan was being transferred to Fay Servicing. When I called them to discuss payments I was told that the loan was 2 months in arrears. I made more calls almost on a daily basis to BSI with no resolution. I have sent the letter to start payments to BSI along with all the canceled checks to Fay Servicing. I have read that BSI has bad customer service but this is terrible.

Original review: The worst company to deal with, they enforce an insurance to my loan even I do have an insurance, and after I refinanced my house they add that insurance to my payoff amount. They’re the worse human being, racist human, and thieves. They increase my payment with no reason just because I pay online. These people don’t ever deal with them if your name is different like my name, they will try in every possible way to rip you off with no reason. Stay away from this company, don’t deal with them. The customer service don’t know how to read if they revived the docs or not, they struggle to do their jobs or maybe because their management don’t care about the customer so they hire unskilled people. Again, stay away, don’t deal with these people. There's hundreds of Mortgage companies and this company, BSI is the worst and the ugliest in customer service.

I am in the process of writing the Attorney General now to investigate this place. In October of 2019, I was discharged. A notice of Final Cure was filed on 9/20/19 and no response was filed by BSI. In October, I found a charge of $472.30 for "Administrative Fees". I have been asking for months about this and could not get an answer. Mysteriously yesterday I received a copy of the Bill from 9/19 and it showed "Late Fees", not "Administrative Fees". This is a scam. When an individual is a bankruptcy, you are not suppose to charge Late Fees. So they found a way to do it by labeling it on my account as "Administrative Fees".

I have a legal document from the court which states I am not suppose to be charged late fees. The Lawyer representing BSI MG, had not responded to the Attorney I had representing me. Why? Because they are scammers. As I stated I will keep fighting for my rights. I have no choice at this point, but next year, I will do everything in my power to get away from this God forsaken place. I pray for all of us who are paying money to this place.

Updated on 04/27/2020: I am writing this as a follow up to my review on the 21st. I am still waiting on Daniel ** to write me a follow up response to me personally with his full extension and Tasha ** who is mentioned in this review. I attempted to call Tasha, 2 weeks ago and I have not received a call back from her. It is very unprofessional. Also, I received my billing statement and it shows an astronomical account that I do not owe with all kinds of fees which are not explained. Just like the other reviews this is a re-occuring problem.

I am stuck with no way out of this situation. With all of these complaints something should be done about this from someone higher than BSI. I am serious, I am going to speak to media about these people. I am in no condition for this. I am trying to do the right thing by resolving my issue, but it seems as though they are not acting in good faith.

Original Review: I am unable to reach Daniel **. When I called BSI was told by the Customer Service Representative he was unavailable. The sad part about this is, Daniel ** indicated on the Better Business Bureau website that he would talk to me, all that was needed was to tell the Customer Service Worker to ask for him specifically. Instead, I was on hold today 3/22/21 for 20 minutes and once again, he was not telling the truth, the call was intercepted and I was told he was in a meeting, but he relayed the message to the customer service worker to help me. When the individual came back to the phone, the information he relayed to her had nothing to do with my situation. The customer service representative told me that the Loss Mitigator Manager would call me named Tasha. Calls are never returned. This is so unfair and wrong to treat customers this way.

Currently, I have a 2,245 payment that I made I did not get credit for. Assigned to a Loss Mitigator who does not follow up with customers and offers a plan to get caught up with my mortgage more than what my mortgage is. I have requested to be transferred to someone else because off this. I really want this resolved. I don't have $2,245.00 to give to BSI. I have provided proof of payments that my December payment was taken out my bank account in December to be applied to my November payment. They refuse to correct the issue putting me further behind. This is unfair and unjust. I am writing the Attorney General and considering going to the media. This has got to stop.

Loss Mitigation on a recorded line on Mon 4/20/20 made a payment agreement with me and 8 hours later changed the terms. I am almost in foreclosure. I am filing this complaint because BSI is going to take my home and put me in foreclosure. With the way my case is being handled, I am almost 120 days delinquent. In addition, I sent all of the documentation and proof showing loss contractual online teaching job.

I have been ill since December 2019 and on leave without pay now from my Full Time Employer. I have only been working teaching online. I was promised a course that was cancelled due to low enrollment in January 2020. This would have given me an opportunity to catch up on my mortgage. At the end of Feb early March I was struck with Covid19. I was told to stay home and tough it out from my Physician on the phone. I have breathing issues and still recovering. My husband is in the same condition. I sent everything asked of me by BSI documenting my loss of income. On the recorded line it was specifically mentioned by KS the terms, but when I asked her to document the agreement she did not. Later that night I got a lengthily 2 page loss mitigation document. This was not the agreement. I am TOO SICK to even fill this out and can barely breathe.

This institution is notorious for taking people's houses. I am asking for the original agreement I made with this mitigator to be documented and acknowledged and work with me as she stated on the phone. PLEASE LISTEN TO THE RECORDING .... I would like the reader from BSI to call me and get this resolved. I have lived in my home for 14 years and instead replying DO SOMETHING ABOUT THIS. NO ONE SHOULD BE ON THE STREET RIGHT NOW. YOU SAY YOU HELP PEOPLE BUT IT IS NOT TRUE. I am going to talk to the media regarding this. BSI is the worse company to have a loan with. It is not protected and investors don't care what happens to the owner. I had no control and certainly did not pick these people.

I have been dealing with this unprofessional company for a year now and every time I call I’m told that it’s being sent to the bankruptcy department to expedite. I am finally at the point where I am going to seek legal assistance because I am tired of dealing with this and, by law, they cannot seek payment for a debt that has been included in a Bankruptcy. This is by far the worst company that I have ever had the misfortune of dealing with and I am about to file a law suit if they do not leave me alone! This company should be shut down!

Original: BSI is an absolute joke. My parents have their mortgage through them and it has been a nightmare. My father had a massive stroke and can't do anything. That being said my mom was forced to take over. I started helping her and discovered that BSI applies 100.00 or less of their 900+ dollar payment toward the principal. With an 8.2 % interest rate the principal should be lowering significantly each month. Nope!!! They can't get anything straight and give you the run around. Contact us they say. For what? They give some lame story that makes zero sense. Plus recently they denied endorsing a insurance check to get storm repairs done. We are tired of dealing with them. Time to contact our attorney. AVOID BSI AT ALL COSTS!!!! THE MAFIA HAS BETTER LOANS AVAILABLE AND WITH LESS INTEREST!

If you set up a Bill Pay through your bank, it takes about 10 days for them to receive a payment. Because that’s how it’s set up, was their explanation. The bank has to send them a paper check!!!!! In this time and age, where electronic payments are the standard and everything clears within 1-3 day. In the meantime, late fees are imposed immediately. You might consider driving across states and deliver in person - it would be quicker. Like every month. I’ve had many mortgages in my life, and this is by far the worst - never had to review anyone, but I can’t resist here. Daniel **, could you provide a number or extension where you can be reached, and not just the general customer service number. Because if I ask for you or a manager, such would be unavailable. Thank you in advance!

We are leaving this company anyway. I don't understand why they will not just do what we've requested them to do with OUR MONEY. Property tax bills are actually due upon receipt (which they have received) but do have a "pay by date" typically a couple of months from mail out to give owners time to gather what might be needed. This company is ridiculous and we will never again bring them our business. Nor will we recommend them to anyone needing any type of service they provide. This is our last month with them and any interest $$ at all that they might gain from having our account is minimal. Our request is not out of the ordinary. Other companies allow it. Why not them? They are receiving one star only because leaving all stars unmarked does not allow for any captions or warnings.

Original Review: Oct. 28, 2019

Here's my dilemma. I have to have surgery and to keep my finances in order during my 4-week recovery, I decided to reach out to BSI Financial who is my current lender (not by choice), for assistance with my upcoming mortgage payment. Listed on their website, they state under the Financial Hardship section that if you are in danger of missing or making a late payment, contact them. They list all these solutions such as Repayment Plans, Forbearance, etc. I contacted them the day after I found out I need to have surgery. I waited a week for Veronica to call me back. She never did.

I called and was allowed to leave her a message. Never received a call back. I then got ahold of a different department and the rep I spoke with tracked her down because that rep felt it was important enough to track her down. Veronica then sends a message through the rep to let me know they can't help me. It would've been really helpful if I had that information a week ago. So do not contact them to help. Be very surprised if you even receive a callback. I gave them 1-star because I had to give them something. In my opinion, I don't feel they deserve 1-star and that is the lowest rating.

I see an existing lawsuit has been filed against BSI's Modification Dept & am heading THAT WAY to join. This "we haven't received your modification packet..OH Wait, MAYBE *WE DID*, I don't know..let me have him call you back, he's not here", & being transferred to others Crap HAS BEEN GETTING WAY TOO OLD AND HABITUAL. I have tried my best to be proactive, and, BSI, KNOWING the Veterans Administration has *GUARANTEED" this loan to them, they seem to have realized WITHOUT ME, THE VET there WOULD BE no "Guaranteed" NOTHING, but they have failed to recognize that fact, being rude on the phone and overlooking things stated they would do...THEY SUCK!!

Original Review: My experience with BSI Financial Services has been 100% negative. They purchased my note from Fannie Mae in 2017, and they have never handled my payments correctly. They continue to accuse me of not making my payments. Fortunately, I have scanned and made copies of every single payment made, and have sent every payment certified. All of my payments have cleared my bank, but they continue to create fictitious payment reports on their statements showing false information about those same payments, and then they report this information to the 3 credit bureaus.

What I recently discovered was their legal dept in Texas doesn't communicate very well with their servicing dept in Irvine California. Even more exasperating, is that the customer service number puts you in touch with their offices in Titusville, PA, who do not communicate very well with anyone. They are extortionists at best, and if you are unlucky enough to be stuck doing business with them, I suggest you find yourself a good lawyer because they will not treat you fairly unless you do. Even now, after my attorney has tried and tried to get them to straighten out their business, they continue to try and extort money from me. I will most certainly need to take them to court to get a Federal order against them just to make them do their jobs properly, they are that bad. God help you if your note is sold to these crooks!

So my tax office is telling me that I owe back taxes and that the money that came from my escrow account went to a different property address altogether. Even though I paid my mortgage every single month! I’ve been in constant communication with BSI and the first time I talked to them they told me it wasn’t their problem since they weren’t servicing my loan anymore. However they are the company that messed it up. Good customer service means to fix whatever mistakes your company makes and to make it right.

It is so difficult to deal with this unfriendly unhelpful group of scavengers. I am worn out from telling the same story to every person at the other end of the phone. I can only imagine what it is like if you have a blemish on your credit when trying to deal with them. They seem to want to throw obstacles in front of me. I pray to God my paper will get sold to another institution so I can get away them.

On October 3 2018, BSI agrees that loan is NOT in arrears. Got the court documents. On 6/5/2019 I get an yearly escrow review stating my housenote is going up 600.00 by July 1 & Now BSI says I am 8,000 in arrears. Unbelievable. I guess BSI doesn’t have to follow Federal Bankruptcy laws & can commit perjury with no consequences. I see they are unaccredited & not a member of BBB. The Federal Government needs to investigate them & shut them down.

Do you think I could get back my 11k in escrow some time soon BSI?? Honestly avoid them if you can, calling customer service is like talking to a piece of lumber. Same result. Now when I get rental property mortgages, first question I ask is the note being sold to BSI or are they involved in any way. Long story short if anything goes wrong do not expect these guys to care or help you in any way. Beware!

Original Review: I had the misfortune of having my loan transferred to this organization. They are amateurs at loan industry, they seem to be debt collectors that are making forays into the home loan industry. To date I have had to contact them 3 times to ensure that my insurance and taxes are paid properly and on time from MY escrow funds. The escrow department apparently is unable (more likely unwilling) to take calls from customer and requires that you work with customer service. Customer service is empowered to send the escrow department an email and to tell the customer that they, customer service, will call the customer back.

After some time 30 plus days they will respond to the wrong question (that was never asked), or better yet provide a response with has nothing to do with the situation. Being a person that believes in being part of the solution, I offered to manage my escrow myself to assist them in a function they seem unable to do. They sent me three denials to of which were incorrect:

3. Loan has to be "seasoned". In other words I have to be tortured by BSI for 20 more months, before they come up with the next excuse/lie.

If you pay additional amounts to your monthly payment, or send in additional payment, they will automatically set the extra amount to "unapplied," which does not reduce your principal, and you still have to pay interest on the amount that you thought you were reduced from your principal. My loan is in good standing, I have never missed a payment. There is no reason for this policy. The only positive thing about them is that they do pick up the phone quickly. I have dealt with many mortgage companies before, and I have to say this is the worst.

I’ve called over 10 times about this, and each time, I interact with someone who doesn’t know the first thing about resolving issues, and now today, I was told that they couldn’t provide me with the tracking number. I just want the refund to which I am entitled. When I asked to speak to a supervisor, I got the canned response: “I’m sorry ma’am, no supervisor is available.” Your core values listed on your website are laughable, considering one of the values is “transparency!” I will be filing a complaint with the State Controller and the Better Business Bureau in both Texas and Pennsylvania today. For anyone who may consider doing business with this company, avoid it at all costs unless you enjoy dealing with incompetent liars.

"I have also been trying to get an answer and a fix on the website to access my documents. I cannot access my statements or any document. I have brought this matter to customer care's attention multiple times, it's been months now and still no fix. The service, in one word, sucks. I am planning on posting this experience on the Consumer Affairs' site, under complaints, if it is not fixed in the next two days. {Now, the two days have passed that's why I am posting what I wrote to you here.} Sorry I have to resort to that means to get anything done with your company. It has been and it seems like will continue to be a nightmare working with your company, and I won't be shy bringing it to anyone's attention I can access. Looking forward to hearing from you ASAP.

"1 02/21/2019 Fee Billed: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $15.00. 2 02/14/2019 Fee Billed: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $15.00. 3 02/11/2019 Amount to Unapplied: -$15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $0.00. 4 02/10/2019 Fee with Payment: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $15.00. 5 02/10/2019 Payment: $4,235.66, $0.00, $1,935.00, $2,315.66, $0.00, $0.00, $0.00. 6 01/28/2019 Cash Receipt: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $0.00. 7 01/28/2019 Amount to Unapplied: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $0.00. 8 01/18/2019 Payment: $4,250.66, $0.00, $1,935.00, $2,315.66, $0.00, $0.00, $0.00. 9 01/10/2019 Fee Billed: $15.00, $0.00, $0.00, $0.00, $0.00, $0.00, $15.00."

This has become a common occurrence, and apparently I am not the only one. Reading most reviews about your company, both here and on Facebook, many people have more bad experiences with your company than good. What a shame. What's more unfortunate is that we had no say in choosing you to be our mortgage servicer, it was forced on us by some corporate structure.

We finally found someone to replace the roof and willing to do the paperwork. After the paperwork was approved, BSI made us get the approval notarized saying that the money would go to this project. (More red tape) The money for our repairs is sitting in their bank account so BSI doesn't really care if we ever get to the money or not. We need to get our home back to normal. If anyone has suggestions on how to handle this we would appreciate your advice.

The amount I was going to pay just for the arrears would have solved the issue in 5 yrs but again they want money money money and more money. They say they work with people but that's a lie... I have nowhere to go and due to the bankruptcy on my credit, I will likely lose my home because of greed and lies. I did not even owe BSI that amount. I owed SPS but when they sold my loan BSI bought in the arrears from a loan they bought out and are trying to make me pay. No negotiation was tolerated by the agent who was very nasty... So now I am screwed... Rents are about the same amount my social security and I have no savings... This means they get to steal the house from under me...

Their legal representation also filed a motion with the court stating a huge arrearage with supporting documentation that didn't include over 5 months of payments they received. I am officially submitting (today) a qualified written request and can only pray someone who deals with facts in black and white reviews my request and notice of errors and corrects their accounting of my loan history. I am current on my loan and feel I am being bullied into a loan modification to preserve my interest in my property based on an unfounded arrearage amount. If not resolved, my next step will have to be legal and I sincerely hope it doesn't come to that. The anxiety and stress caused by their errors and unwillingness to correct are unbelievable. Beware of this company and do whatever you can to change servicers if you find yourself having to deal with them.

Original Review: BSI out of the blue sent us a statement that we owed $14,000 plus dollars and started foreclosure proceedings even though 2 forensic accountants proved otherwise. We are missing $10,000 from our escrow. DO NOT do business with them ever!!!

When BSI took over my home loan they said they do not escrow homeowners insurance policies and I had to get this on my own and add them to the policy, which I did and this was three years ago. They have keep billing me for the escrow for a homeowners policy even though I am paying for my policy out of my pocket. They have since add a forced place policy to my BSI monthly payment. I have mailed, emailed and my agent has sent them a copy of my policy but they keep billing me for the forced placed policy.

Also I have been trying to get a loan mortification because I am 100% disable and can no longer work and am now on a fixed income. They do not return my phone calls and will not accept my payments unless I pay the full amount of back payments. I have offered to make back payments but they will not accept this. I have been getting harassment letters and phone calls. I have had to file Chapter 13 just to stop the sale of my home because they said I did not have enough time to do the loan modification. I have been discharged out of Chapter 13 because I could not afford my home loan payments along with the Chapter 13 payments.

I read each line and asked questions exactly what should be were for my contractors. 6 phone calls which I've written the date and time for each. I wasted two weeks gathering all information to properly fill these out and I was told 11/03/2018 that the papers are filled out wrong. I'm furious!!! I asked to speak to a supervisor but was told she would call me back but SURPRISE she didn't. I have to have all co construction done by 12/17/2018 otherwise my homeowner’s insurance which I've had for 12 years will drop me. I've been trying to get the construction done since 10/01/2018 and BSI is preventing it at all cost... Due to winter seasons coming quickly my house construction will push to spring if BSI won’t release the funds and if that happens then I have no property insurance... I WANT TO FILE A LAWSUIT@!!!

I ask what this is in regards to and she says, “this is a personal financial matter, you are Jane Doe right”? I said, “no this is not Jane Doe.” She asked if I know Jane Doe, And I tell her no. She says “I need to speak to Jane Doe.” I tell her I cannot help her. She starts talking again and says, “Jane ** this is a personal business matter.” I tell her stop, that this is not changed ou. I told her I cannot help her. She starts talking again and says, “Jane Doe this is a personal business matter.“ I tell her, "Stop, but this is not Jane Doe."

She states she will try again later and hangs up. This has happened multiple times. In reading all of these horrible reviews and being with Wells Fargo who seem to be selling some of their loans to this company, I decided to call Wells Fargo and verify that my loan is still with them. They verified that at this time my loan is still with Wells Fargo. I find it quite ironic that their response to most of the negative comments is that they are very sorry that each person has had a negative experience but, that all of information was not given so they could not research it or they had basically a complex case and that information was not spoken to have during the review.

This is BS. Then I noticed that at the end of each of these responses by BSI The guy signs the email, "Cheers, Dave." What business company signs and email, letter or communication with “Cheers”. That is so unprofessional and the fact that they think we are going to read the response anyway is a joke. I hope and pray that my loan is not being transferred or salted this company, but I have a feeling it is. My complaint is for the harassment. I get constant calls from this company from different number because I block the numbers that come through and they just do an auto dial from another line.

You can tell because when you say hello they don’t answer you right away. You have to say hello three times in order for the line to connect, which means they are Robo dialing. Incidentally the calls always come from out of the country and always like the same person. A woman with the exact same accent. This is harassment. This company is not even accredited. Why would Wells Fargo sell to such an unprofessional and unaccredited company.

I have several accounts with Wells Fargo and have been with them since they have been in business. The company has changed hands three times and I’ve been with them ever since. Since 1986. I have never once had a problem with them and they’re always eager to help. I feel like this company is a scam and needs to be looked into. I guarantee you they don’t have any lawyers to follow through on their threats. If they don’t have enough money to be accredited or confidence to be accredited I doubt they have a team of lawyers. This is obviously a company that is run overseas. I’m going to start recording the calls.

I soon learned that BSI is the lowest rated servicing company in the USA, they are from India, the CEO is Gagan Sharma who rarely is in the USA. Now BSI has been trying to force me to buy their insurance and has fraudulently attempted to alter my home loan with the VA, then they tried to muck up my taxes, they attempted to tell me NOT to pay my property taxes or Home Insurance to anyone except to the CEO Gagan Sharma. Another scam.

They are very much racists, discriminatory, and do NOT like American's especially Veterans, they have violated the US Banking Statutes, Financial Fraud, Defrauded the US Gov, and Me, committed perjury, altered official records. I highly suggest anyone who has the unfortunate dealings with BSI you should notify the FBI, CFPB and the States Attorney Generals office.

After I made the call to them stating that they sent me the same information that I sent to them they then proceeded to say that they are still investigating. It is now July 2018 and they are still not able to tell me how I'm two months behind and keep giving me months that I sent them a check and it was deposited on their behalf. Each rep doesn't know what they are talking about because their communication within the company must suck. Oh and must I mention that their bookkeeping is also horrible because if it wasn't they wouldn't keep telling me I'm behind but can't tell me for which month exactly. I explained to them that I have taken my last mortgage company to court about the same thing and to also get that information from them so that they can see it's not behind and each representative I have spoken to stated that they will and haven't.

They are reporting that I have late payments to my credit report in which I have disputed it and also filed a complaint with the BBB. I should not have to do the footwork for a company I don't work for and if so I should be getting paid for my services. At this point I don't think they deserve a one star because all the services I get are way below that. I'm ready to take this issue to the news as well to see what can be done. If I decide to miss any payment it will never be my mortgage or somewhere I have to lay my head because I need a place to call home and able to sleep at night.

I was able to leave a voicemail. I do not expect a call back but this VM, my login attempts, my retrieve user ID attempts, and this review will hopefully work together to demonstrate that I could not access my account. Was my account sold? Was it given a new account number? I just spoke to BSI several weeks ago about my mortgage amount after changing insurance companies. No mention of being sold. So why am I suddenly not an account holder anymore? I have never been late on a mortgage in 9 years 3 months. This is frustrating. I hope BSI Financial Services quickly and effectively resolves this issue so that I can make my mortgage payment.

This is not just incompetence, it is criminal to hold customer escrow money. Appears to me based on other complaints this is part of a pattern to hold customer funds and force them to buy forced place insurance - easily 3x the cost. I feel sorry for anyone that ends up with BSI. We work with a lot of lenders and this is by far the worst. Home insurance is about to be cancelled and they do nothing about it. SCUM!!!

After being transferred numerous times to many different departments, they realized they are required to pay this and sent out a check. They assured me that they would clear up the confusion on their end and when the next payment was due not to worry. They would pay it. January 2018 rolled around and again the same thing happened. I called them and after more transfers and confusion I explained the setup again and they realized again that they have to pay the HOA for that month. This time I asked the girl if she needs the payment coupons I have so they have an address where to send the payment to and a contact person. She gave me the fax number and I faxed the documents over to them.

Both the October payment and the January payment were a month late. I am now in April 2018 and again I receive a letter from my management company that the dues were never paid. Again, I call the mortgage company. I am transferred three times, explain the situation three more times and the only response I get is "we will need to research this someone will get back to you." They patronized me, cut me off while I was speaking and hung up on me.

Meanwhile, my dues are a month late again. I complied with everything they asked me to do. They have all the documents they need from both myself and the closing attorney that clearly states they are responsible for making the HOA payment from reserves set aside for this purpose. They have violated the terms of our escrow agreement and are causing us to be continually delinquent on the HOA dues. We were told the reason they are asking for a year's worth of dues up front is so that they can pay them to ensure they are paid on time to avoid a delinquency, which is exactly what is continually happening.

I just checked with my local tax office and saw my taxes were not paid, and thought that could be possible because I hadn't been able to pay my mortgage to the trustee, which again would have not even been a factor had my rate have been modified or refinanced 6 years ago. Nobody is paying 6.5 % not even now and rates were available for 2.x - 3.x % back when I was proactive and began the process 2 years after the previous modification.

At least I can go ahead with the escrow refund and supplement it with my own payment to get this paid current. But after reading these tales of woe, I'm not sure I'm going to have a good experience with them either. I generally don't write reviews unless I am thrilled with a company's products and services or am very displeased. At least I've been warned -Watch your back. Hopefully the end result is I save my house but move my loan to where I'm assured I get outstanding and responsive service.

If you ask for a LOAN MODIFICATION, YOU BETTER HAVE A SHOE BOX READY TO LIVE IN BECAUSE THEY DON'T HAVE YOUR BEST INTEREST AT HEART... They want your house! So do yourself a favor and pay your mortgage. They don't want to help you. If you have just 1 late payment for your whole loan, they will promise to remove the late fee and when you call to find out why it wasn't taken off, they will ask you, "who told you that"! Just fair warning my friends! BBB and the consumer financial protection bureau heard from me today. If BSI is your lender, you may get to know these people too. Have a great day.

I was promised a callback. Several days went by, no call. I finally called them back and the only answer I could get was, "That shouldn't have happened", but no answer to why it happened or when I would get my money refunded. They needed to investigate. A few weeks later in October, I received a call from the BSI payoff dept stating I needed to send them an email stating I wanted to close the account. (The lady who called knew nothing about my refund, just noticed that the account had been paid off, but I needed to close the account officially. Weird, I've never had to do that on my other home refi's, but ok). She gave me directions of what to do, say and where to send the email.

I sent the requested email that night when I got home from work. On November 9th, I called and spoke with customer service (this company's customer service is the worst I have ever dealt with btw) to check on the status of my refund and I was informed it was being processed and I should receive it in 7-10 business days. The holiday season came and went and still no refund. On Jan 9, 2018 I called them again to see where my refund was. They said I needed to send them a request to close my account.

A close line letter they called it. I told them I emailed it to them back in October, per their instructions. Per the CS rep, they never received it. She then informed me that an email wouldn't work anyway as they needed an original signature on their form. "Fine. Will you email me a copy of the form so I can sign it and send it back?" She said yes and that it would be emailed to me right away. I looked in my email for several days and no letter. I even checked my snail mail thinking maybe I misunderstood her and she was going to mail it to me.

On Jan 19th, I called back to let them know I still had not received the letter and I was told it was still being processed and would be sent out by Jan 22nd at the latest. (Seriously, who takes that long to send out an email?) I asked to speak with a manager as this was getting ridiculous. The rep contacted a manager named Mirrie ** and said they would send me the form immediately. They did, to my surprise. I signed it, emailed and faxed it back. I also emailed Mirrie ** with my concerns and some questions about my refund, to which the reply I received was a very short "We didn't get the form. Resubmit." No answer to any of my questions or any expressed concern or sympathy about the runaround I am getting from their company.

On Feb 5, 2018 I called to check on the status of my refund. They said they had not received my signed copy of the close line letter. She was however, able to locate the email I sent back in October asking them to close my account, but that wasn't enough. I verified where I should be sending a copy of my signed letter and sent it again. (Btw, while this nightmare of trying to get my refund was going on, BSI also closed, then re-opened my auto payments through my bank account (remember, my account with them is a zero balance) and they also put mandatory insurance on my home to the tune of $1200.00 because they didn't have proof of insurance, even though they were no longer the mortgage company that my loan was financed through.

I called 2 weeks ago to find out the status of my refund and they told me it was being processed and I should have it the next week (3/4-3/10). I finally felt relief, like maybe this nightmare was over. Guess what, still no refund and today I received a call from BSI stating that I need to provide them a signed copy of the "Close line letter" in order for them to process my refund and close my account!!! How many times do I have to go through this with this company? How is it that one person tells me it's being processed and the other person tells me they have no record of what they need. I am a very patient person, but I am done with this company and am going to find a way to take action against them. It's been 7 months! SERIOUSLY, DO NOT USE BSI FINANCIAL.

The amount of payment increased by 16% although we were told everything would stay the same. The 2nd month's check cleared our bank but BSI has not applied the payment to our account and continues to send past due notices. We have not had any luck on the phone so by certified mail, we sent copies of the cancelled check. They still can't get it corrected. For the 3rd month's payment we finally received a statement but that too, shows last month's payment has not been paid. Although we made the payment & have sent BSI a copy of the canceled check, they cannot seem to get it corrected. Another phone call today proved unsuccessful. Shopping for another lender.

The good news is that I called BSI today to see if there was anything that I could do and learned that I was assigned someone to talk to who is not a CSR. Her name is Nicole ** and she was wonderful. She was patient, knowledgeable and explained what my payment options are to make it work for me. And she processed a half month's payment for me, no problem. Have to give props where props are due. I'm still leery about BSI but kudos to Ms. **!

When my insurance carrier contacted me one month ago to tell me it hasn't been paid I immediately contacted BSI. Well one month later it still is not paid, I had to pay my insurance carrier out of my pocket in order to avoid cancellation of my homeowners and to this day BSI still has not paid the escrow payment to my insurance company. I literally have called 6 times and get completely different answers from every person I talk to. If anyone is looking to use BSI for their mortgage - read this! DO NOT DO IT!!! They are the absolute worst company in the world.

I called and emailed almost everyday for the remainder of that month asking if the payment had been received. On May 1, 2016, I called BSI to make my second payment over the phone using my debit card. My call was answered by Kyle ext: ** in Titusville PA. He told me that he could not accept my payment because there was a code on my account that needed to be removed by my loss mitigation specialists. I asked to be transferred to my specialist, but Sandra ** was not available. I left her a message letting her know that I was having issues with their system and to please advise me as to what I should do.

Over the next week I called 5 times, but was unable to reach Ms. **. Finally, on May 10, 2016 I was able to reach Ms. ** and she told me that BSI would not accept my second payment because my first payment had not yet been received which meant it was late and I had defaulted on my agreement. She said the agreement was now null and void and BSI would reinstate foreclosure proceedings. I told her that my payment not being received was not my fault and that I had sent it certified mail. She said they hadn't received it yet, and the matter was out of her hands. Later that month, when I received my next billing statement it reflected that my payment had been received and applied to my balance.

I have been trying since May of 2016 to obtain another modification, but BSI has been completely uncooperative. BSI has been trying ever since to foreclose on my home, to the point that I have had to file for bankruptcy protection. I am currently in Bankruptcy. I am not asking for special treatment, I simply want the modification I was promised and worked so hard to obtain so that I may keep my home. An auction sale date for my property has been set for this Friday July 28, 2017.

As a resolution, I am seeking a modification of my loan. I have been told by "Keep Your Home California," a Federally funded program set up by The US Treasury Department that if BSI would be willing to modify my loan and put the amount that I owe as a deferment and not a balloon, then I could reapply with the negative equity as a hardship and would qualify for KYHCs Principal Reduction Program which would pay up to $1000,000 to my lender to help me get caught up on what I owe. Please help. I do not want to lose my home. I am not sure where to go, but after doing research on BSI Financial and their modification procedures, I discovered there are hundreds of complaints against BSI and their business practices. They are pulling this scam all across america and there is no one standing up for the little guy losing his home daily.

On June 6, 2017. I went to the Nationwide Posting & Publication website to view foreclosure sale information about my home. Once I arrived at the site, It stated that my property was to be sold the following day, June 7, 2017. After reviewing the information, I called my loan servicer, BSI Financial and asked to speak to my account manager, Sandra **. I was told that Sandra wasn't available and was asked if I needed help by the person who answered my call. That person was Lazandra **.

Lazandra ** told me that she was an account specialist and worked in the Loss Mitigation Dept. with Sandra **. I told her that I had visited the Nationwide Posting website and that it said my property was up for sale the following day. I asked her if the website was correct and was my home going to be put up for auction on the 7th? She said no. According to her records, BSI had received my request for a Modification and that they had received a complete package. She also said she, nor BSI needed any further documents from me. She told me that because I was under review for a modification, that the sale had been placed on hold, and my property will not be put up for auction the following day.

Lazandra also said that according to California state law, no property can be sold while under review for a modification, that my Loss Mitigation Package was currently being reviewed by the underwriter, and according to California state law, even if my request for an appeal is denied, BSI has to send me a denial letter and give me 30 days to appeal their decision. If BSI denies my appeal, they have to send me an appeal denial letter before my property can be placed back up for auction.

I asked Lazandra several more times throughout our 9 minute and 54 sec. long conversation, Lazandra, are you 100% sure that my property will not go to auction tomorrow, June 7th? She assured me that their was no chance of my property being put up for auction because in her system there was no sale date attached to my property and that the sale had been placed on hold. She told me the only reason Nationwide Posting had a sale date of June the 7th showing on their website was because their system was slow and she had access to the most up to date information regarding my property.

I even asked Lazandra directly, If BSI denies my request for a modification today June 6th, are you saying you still can't sell my home tomorrow because you have to give me time to appeal and resubmit documents? Lazandra said yes, that is correct. Her exact words were We can't place your property back on the market while you are in the appeals process. We have to give you 30 days to appeal, we have to review your appeal, and we have to send you an answer back before we can place your property back on the market because you are in the state of California.

And just because I wanted to make very sure that I was understanding her correctly, I asked once more before our conversation ended, Lazandra, are you sure my property will not go to auction tomorrow? Her answers was, No your property will not go to auction tomorrow because it's under review and it has been placed on hold. She said maybe it would go to auction if there weren't a hold placed on the account, but there is, so you have nothing to worry about. I asked if I could get a printed document that says the sale has been placed on hold? She said, no, but don't worry, your home will not be put up for auction tomorrow.

At about 10:30 am on Wednesday, June 7th., the day after I spoke with Lezandra **, I checked the Nationwide Posting & Publication website to see if there had been any changes in regards to my account being placed on hold. To my surprise, upon reviewing the site, I noticed that it had been updated to now include an opening bid amount for my home and the time in which the sale would start (1:00 pm pst). I immediately called BSI and requested to speak with my account manager, Sandra **. I was told she was in a meeting. I then requested to speak with her supervisor, I was told he was in a meeting as well. I told the person who answered my call (I didn't get her name) about the previous conversation I had with Lazandra the day before. I told her that the website had gone from saying Scheduled sale date 6/7/2017 to listing an opening bid amount and a time in which the sale would take place.

She said The hold on your property has been removed and the request for modification was closed out today. I asked if my property would in fact be put up for auction? She said she couldn't give me that information because she was in a different department and didn't have access to those notes. I asked to speak with her supervisor and she told me that he wouldn't be able to help me either. I asked to speak with her supervisor again and she placed me on hold. After being on hold for a very long time, I was transferred to someone named Daniel **. He said he was a Manager in the corporate office in Dallas Texas.

I explained to Daniel, my conversation with Lezandra and that the woman who transferred me to him said the hold was removed and I was no longer under consideration for a modification. I told him I needed to know if my property will be put up for auction today at 1:00 pm (less than 3hr. from now.) His exact words were Mr. **, let me just confirm with you that BSI is a servicer. We service loans for private investors. Your particular investor happens to be CAM Trust who's the owner of the note. In the state of California, there is a law named the SB-900 law that states that a bank, servicer, or investor can deny the review of a loan modification package if it's sent when there is a scheduled sale date (which is not true). Daniel ** also said We have received your request for a modification and the investor had declined to review it and we are proceeding with sale today at 1:00 pm.

I asked Daniel if Lazandra had lied when she told me I had 30 days to appeal a denial. Was she lying when she said that there was no way for my home to go to auction on the 7th? At that point, Daniel cut me off, mid sentence, and began to get very aggressive and rude. He told me that I needed to Stop talking now if I want my questions answered! He also said Mr. **, you've had your chance to speak, now it's my turn. When I'm done, you can ask any questions you want! He then said, No, Lazandra was not lying. The hold was removed today, you spoke with Lazandra yesterday. She would have seen a hold on the account yesterday because the hold was not removed until sometime this morning.

I then said, Lazandra told me I had 30 days after a denial to appeal. Daniel said, No, thats based on the packet we were going to review you for however, it was brought to our attention today that we have received notification from the investor this morning to remove the hold, we are gonna proceed with sale. I asked him if the sale would be taking place at 1 pm my time or his time. He said my time. I asked for his full name and location, thanked him for his time, and we hung up. I was forced to file a bankruptcy to protect my home. The sale was postponed to June 30. I was not given a full 30 days to appeal their decision. In fact, today is June 28, 2017 and neither myself, nor my attorney have yet to receive a denial letter from BSI. It is my belief that BSI purposely gave me wrong information in an attempt to fraudulently and underhandedly foreclose on my property.

As a result of my conversations with both Lazandra * and Daniel **, I have questions: 1. Why would Lazandra ** tell me that my Loss Mitigation packet was under review with the underwriter if it wasn't? 2. Why would Lezandra tell me that BSI has to give me 30 days to appeal, they have to review my appeal, and they have to send me an answer back before they can place my property back on the market because I am in the state of California, if that was not true? 3. Why would Daniel ** lie about SB-900? 4. Why have I still not received a denial letter from BSI? 5. Why did Daniel ** lie about the investor declining to review my Loss Mitigation package?

I was sent a letter from Sandra ** on April 27, 2017 that stated, my Loss Mitigation package was received and is being reviewed by BSI. A decision will be determined within 30 days from that date. I called numerous times to get an update, but my calls were never returned. However, if I had been under review since April 27th and it takes 30 days to make a decision, how is it possible that the investor decided on June 7th that they would deny reviewing my Loss Mitigation packet? There are too many inconsistencies with BSI's business practices.

I assure you that my statements in this complaint are truthful and factual, however if anyone questions the accuracy of my statements, I would be more than happy to send the videotaped recordings of both conversations. I couldn't attached the videos to this complaint because the files were too big and there was no way for me to cut them into small enough pieces to attach them.

My only goal is to receive a modification. I have sent off another Loss Mitigation package and it is my hope, that this time, BSI will be fairly reviewed and considered my request. I know I have missed payments, but it is my goal to get back on track and repay everything I owe through a modification. I am now able to work with Keep Your Home California, but they do not assist applicants who are in active bankruptcies. My prayer is that BSI will postpone my sale date to August 31, 2017, so that KYHC can have the time they need to review and assist me in my modification and repayment of what's owed. I live in a 2 bedroom, 1 bathroom house in an unincorporated part of Fontana California. My mortgage is $1,600 per month with an interest rate of over 6%.

In my neighborhood and in surrounding neighborhoods in this part of my county, a person can rent a 4 bedroom 3 bathroom house for $1,600 per month. In fact, the house next door to mine is for rent for $1,300 per month and it's a 3 bedroom, 2 1/2 bathroom home on an acre of land. That price is reflective of the current market in my area. At the current amount of my mortgage, getting a roommate isn't even feasible. In order to get a roommate, I would have to charge half my mortgage, $800 per month. It would be impossible to find a roommate because you can rent a 1 bedroom, 1 bathroom house in my neighborhood for $700. I need help. If I could just get my interest rate lowered, I would be able to make the payment. I am asking BSI to please approve me for a modification. Thank you.

I called back BSI office in Titusville, PA 1-800-327- 7861 the same day after visiting my County's Office after they told me that letter the letter they had sent me was correct. Jamie had also told me that my escrow increase was due to a tax disbursement that was made back in 2015, which was completely false. I have copies of the taxes that have been paid on my property to prove it. This character of "Jamie" at extension ** was not available, but that was difficult to locate without a last name I was told. So the poor person that answered my call took the heat professionally and took note to send for a correction of my Annual Escrow Account Disclosure Statement (as she told me). Also this person told me that she found the letter of my new Exemption that "Jamie" told me they had not received.

Last year there was another incident with a payment they claimed they had not received. They payment was sent by my bank. Even though I provided them with a transaction number they harassed me with phone calls morning, afternoons and evenings. I had to put a stop payment on the check that the bank had sent and send them the payments with late charge fees included to get them off my hair. I found out on my own that the new escrow increase was due to an increase in my Home Insurance, they still have to correct the financial projection (Annual Escrow Account Disclosure Statement) since my taxes for the year 2017 went down. CONSUMER BEWARE if you have the misfortune of using BSI Financial Services. Keep your eyes open for accuracy for any bill they send you and record the last name of the person you speak to if you have to address any issue. Thanks for reading my review and good luck.

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