BSI Financial Services Reviews

The check never came, I called again, and they told me the check is shown as sent but all they can offer me was to wait 30 days after the check was issued and then they could void the check and send me a new one or just reapply the amount to my next mortgage payment. I waited the 30 days and was informed the check was void and now I needed to submit a letter stating that I want my payment applied to my account. Two days after the check was voided by BSI it was received in the mail in a second envelope with the initial check in another envelope that had been returned to sender as they mailed it to an old address that should not have been associated with my account. I emailed BSI the letter they requested and have yet to receive an email back after one week and three follow up emails. It has now been 47 days since I brought the issue to their attention. I have placed seven phone calls and have sent four emails and have yet to receive the resolution.

My mortgage is due in five days and if the past issues are any indication of my payment being processed and applied to my mortgage, I do not have high hopes. Every "customer service" agent has not been helpful in any way other than telling me to wait for the next step which always has some arbitrary number of days associated with it until the next action can be taken. Then after that certain number of days there is also another piece of information not provided that needs to be submitted and then they have certain number of days to be processed. After every call with their "Customer Service" center I have received and email asking to rate my experience with that agent. Every time I have submitted a poor review and there is a question if I'd like a supervisor to call me about the issue. Every time I have submitted "Yes, please call me" but have never received any communication.

I had previously applied because I was coming out of a 3 month forbearance, at that time they told me I was not allowed to extend my forbearance. I was extremely disappointed in the way I was treated by both Reps. I felt no empathy. Why was I told I wouldn't get approved for deferment or a modification. They did submit the request for deferment because I insisted. Can you imagine how many other homeowners have been treated this way. My life has drastically changed due to Covid circumstances.

About 1.5 years ago I got a call that my Father was ill in Washington and that his wife had Covid. I picked him up because his wife was ill in the hospital. She passed away and then I became responsible to care for my ill father. I had to quit my job to care for him full time. I eventually found out about IHSS and I receive a very small income. I have had to adjust financially. I have been looking for work because IHSS doesn't pay well. I must return to work. We figured out how I can get IHSS to care for my DAD while I go back to work but until I find a full time job, I need help if possible.

The agents have attitudes and are always accusing you of not paying your bill. I even presented proof of payment from my bank and I was told they only go by their system but your system is missing the payments and the credits that were valid the month previously due to overcharging is now reversed and sitting in unapplied funds that can't be applied for some reason. Oh wait ma'am. No there aren't any unapplied funds and apparently no explanation for the disappearance of those funds. Each agent has a different explanation for everything. Plainly put I feel like this company is operating a scam and misappropriating funds that are being paid towards the mortgages they are supposed to service. I pray daily someone takes my mortgage from this scamming company.

I requested to speak to a manager back in April, it's now September and NO ONE has contacted me. The one lady that finally figured out the issue and corrected it, is ironically no longer with the company. She discovered that I was to be sent a check that was never sent to me from an insurance claim so I had it applied to my account and paid the difference to make a full monthly payment, that money has now disappeared. Along with the previous credits and payment for a couple months before.

HOW IS MY MORTGAGE NOT ONLY CURRENT AND A MONTH AHEAD ONE DAY AND THE NEXT DAY IT'S 2 MONTHS BEHIND? LITERALLY. And no one can answer that question. I don't understand how this company is still in business and allowed to continue to operate in such fraudulent and scamming business practices.

The Customer Care told me that 'if you continue calling here, it will be harassment' ahahaha). So DEMANDING a piece of paper that you need urgently and that the company lies about for 17 days, and calling several times before the banking day is over is not welcome in BSI. Everything must be smooth and slow, I suppose. Relax, pay your mortgage (for the house you sold 10 days ago), don't worry, pay, pay, pay please. Don't call them. Pay. Pay more. Don't call. Ever. Don't ask for papers. Just pay. They don't earn if you payoff, so they prefer you to pay, not to pay-OFF.

I found BSI's VP phone number (because they published an article that 'they CARE' and want to make their service better). But when you call this number - there's a voicemail. Well, I left a voicemail. No result. The same article has their Sales Director direct number published. Because they CARE. A voicemail as well. I left a voicemail. Zero result.

DO. NOT. USE. BSI FINANCIAL SERVICES. EVER. McDonald's has a better service. Public toilets supervised by rangers 100 miles from any town have better service. God, Skid Row has more options to get the answers you need that their support. I am 100% positive that when the system is THIS broken, it's not a 'malfunction'. It's made on purpose. There are zero sane reasons for a mortgage company to NOT send a client a payoff paper in 1 (one!) minute if it's prepared, except for to delay the payoff and generate more profits for the company. I saw there's some amazing AVP responding to claims here. Hey, sir, you're welcome to:

1) Make all my payments since June 13 ZERO (0.00 US DOLLARS, just to be clear. Because it seems to me BSI does not understand human language properly) because there is zero fault of mine you did not send the Payoff. All the money for the payoff is frozen on Title's account - I can provide you the Title's contacts for you to confirm this.

2) Explain this mess to the public.

Meanwhile starting Monday I'm planning to call every producer on the news/media I know to make a TV report about your super amazing, innovative and progressive corporation. Mess like this MUST be on air.

Original Review: TLDR: For 17 days BSI can't deliver PayOff statement for me to payoff the mortgage and charges me money for the mortgage on the house I do not own already for over 10 days. I had a very small mortgage for my house. We got a buyer for the house, and the Escrow started preparing the deal, and requested a payoff statement from BSI Financial Services. They DID provide this statement, but the Closing date moved for 2 weeks, and we had to request a new Payoff statement with the updated pay-off amount. THAT's when their game started - and continues to this day.

The Close Of Escrow date now became June 13, 2023. My Escrow company requested the payoff 5-6 days before that (because BSI asks 3-5 days to prepare the statement. This alone is super funny in the 21st century, in the age of computers: they need a WEEK to calculate a very simple formula, AND they charge you money for this). 1 day before the Closing my Escrow company contacts them again - and BSI says "we will fax you the statement". The fax never arrives.

On the day of Closing my Escrow contacts them again. They "fax it again". Fax NEVER ARRIVES. Escrow tells the fax does not arrive, and BSI says they will email the statement (woah! Really? You use email in 2023?! Wow).. "till the end of the day". Funny. Needless to say - email never arrives. Neither to spam folder, nor to inbox - nowhere.

On June 15 (the house is SOLD for 2 days already! ALL the money for payoff is frozen on the Title Company account) Escrow tries to get this Payoff again. BSI does not provide it. Today is June 23. TEN DAYS (!) after the sale. ALL the payoff money is frozen on the Title Company account. The Payoff paper is still not provided to any of us by BSI. BSI Financial CONTINUES TO CHARGE ME INTEREST EVERY SINGLE DAY. I am paying mortgage for the house I do not own + ALL the money for mortgage payoff are deducted already from my sale proceeds and 'frozen' :)

BSI's 'Customer Care' center does not care at all. They informed me that they "escalated the issue". But it resulted in nothing. I asked to contact "Payoff department" - the response is "They do not take calls". That is ridiculous. Yesterday (June 22) I called them and they told me that the Payoff Statement is generated and "will be sent in the morning" (of June 23). I demanded a copy to be sent to myself (not just the Escrow). They recorded this note. None of us received anything from BSI.

If they don't send us the Payoff Statement till 1pm PST, the banking day will be over and BSI will charge me interest for Friday, Saturday, Sunday and Monday. Well because the mortgage is still active. I they stretch it till July 1, they will charge me the mortgage monthly payment. So I do see what their profit is: they simply take my money every day while I can't payoff the debt because the title company tells me "we do not know the exact amount to pay off - we need this statement".

ALSO a super, super, super funny thing that proves BSI's IT department is funny as well. When you are BSI's client, you have an online portal (myloanweb) you can log in and see your mortgage data. AND your payment statements. But: BSI does not publish "Payoff statement" on this site. They do generate them. They do charge for the payoff preparation. But this document is NOT uploaded to your very own online cabinet. Because: "We do not publish Payoff statements in your online cabinet, sorry" (very good reasoning).

As you see - 1* is the maximum this company is worth, the true rating of their professionalism. It must be made a felony crime to make obstacles like that for the people to pay off mortgage. Meanwhile, enjoy paying them interest every day or THEIR slow and unprofessional work. I found the only way to fix this nonsense: I ordered title company to OVERPAY the loan amount with some $30-50 over our own calculation. But this is simply insane. SEVENTEEN days to make 1 (one) piece of paper.