Complaints
This profile includes complaints for BSI Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 234 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/22/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mortgage was purchased by *** Financial earlier this month. I made my last payment for July to my then mortgage holder, ********. My mortgage payment is $1,546.01 but BSI Financial only credited $154.01 to the July payment. Clearly this was a data entry mistake. I have sent copies of the front and back of the cleared check and my bank statement showing the check cleared in the correct amount. I have emailed 4 times and spoken with 3 customer service ***** The customer service **** were nice but couldn't fix the issue themselves. It has to go to "cashiering". I have not received a response to any of the emails I have sent; not even an automated "we've received your email and will get back to you". I don't know what else to do at this point. I would like BSI Financial to credit my account with the full payment of $1546.01.Business Response
Date: 07/29/2025
Please see the attached. A more detailed response was mailed directly to ****** ***** today.Customer Answer
Date: 07/29/2025
I have reviewed the business response and accept this resolution. I checked my online account and they have now credited the full payment to my account. Thank you for your help BBB!Initial Complaint
Date:06/26/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*** sent me an escrow analysis stating I would receive a refund. That never came. I was then told the refund was canceled due to incorrect analysis. No correct analysis has been done or sent to me. I have tried calling over and over with no help from representatives answering the phoneBusiness Response
Date: 07/10/2025
An extension letter was mailed today directly to the borrower. A full response will be mailed by 07/31/25.Customer Answer
Date: 07/10/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/21/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transfer of account occurs on 3-17-2025 to Fidelity Loan Servicing, LLC 1st **************************** *************************************************************** Phone: ************ Original Loan Amount $22,700.00 September 7, 2005, Note Rate 11.65%No communication from 1st Fidelity Loan Servicing regarding the account, phone number gives a recording not in service. Outstanding Principal $8,794.87 Not reporting to any of the three bureausBusiness Response
Date: 06/04/2025
A response letter was mailed directly to the borrower via regular mail today 06/04/25. Please allow time for the response to arrive.Initial Complaint
Date:05/08/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent my check to *** from my insurance company after losing my house in a fire ****** dollars they are to send me back almost ****** dollars, they keep making up different laws, policies and rules of why they wont send me the money. Also say they can not give any tracking number when they do send it because it's not safe for that large amount, they never allow you to talk to management, they treat you like garbage and tell you something different e erytimr you call , but put in the notes things to cover there butts but I record all calls. They almost dare you to file a complaint ot hire a lawyer they have no care what si ever about your hardships or resolving any issues, I was forced to *** as they bought out my mortgage company. They have been untruthful and borderline criminal on how they run there business. Seems as everyone saying the same thing now for years, *** has been sued multiple times but yet they are still allowed to do business and most of us didn't get a choice to do business with them they are buying these mortgages and then treating us like garbage and making money if intrest and new undisclosed fees thet charge. I have had to reschedule my closing now 3 times because they refuse to send me my money and they could care less if I lose this house.Business Response
Date: 05/14/2025
Please be advised that the full response was mailed directly to the borrower's mailing address today 05/14/25. Please allow time for the response to arrive.Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BSI financial was sent insurance paperwork to show the house they have a lien on is covered. The insurance policy is a commercial policy that covers multiple properties. Instead of escrowing the amount for the one property that *** has a lien against, they are escrowing money for taxes and insurance on properties they do not have a lien against. I called to explain this to them and to inform them, and I was told I had to pay it anyway. I advised *** Financial that I pay my insurance company directly, it is auto drafted from my account which did not matter to them. After the lady I spoke with was very adamant on the payment, I informed her that I did not think she understood, I do not have the money to pay them that much for insurance on properties they do not have a lien on and that the policy was for multiple properties and that I pay it directly, her response was, I don't think you understand, this is what you have to pay. I am pretty sure a financial institute trying to collect money on things they have now lien on or interest in, would violate some type of laws. They raised my mortgage almost $1,600 a month. Saying my insurance all of a sudden went up to almost $9,000 a year when it was around $1,000 the previous year which is absurd. They are expecting me to pay almost $1,600 a month more for a mistake made on their end, that I had no part in.Business Response
Date: 05/20/2025
An extension letter was mailed directly to the borrower on 05/19/25. A full response will be sent as a follow up within 15 business days.Initial Complaint
Date:05/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*** is the company that earns my mortgage. They failed to pay my property taxes from my escrow in late November. I learned of this in February and they have yet to rectify it. I have spent countless hours on the phone trying to get to somebody who can actually answer questions and fix their mistake. At this point my debt is about to enter tax sale and I am hiring a lawyer to help. The amount of time I have spent on the phone with them is astronomical. They are incompetent and do not care about the clients.Business Response
Date: 05/14/2025
Hello, please see the attached. A more detailed response was mailed directly to **** *****.Initial Complaint
Date:04/26/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint in lieu of recent discovery filing a separate complaint in regards to the same issue. BSI Financial took over payments to said mortgage (view documents) June of 2017 as a loan modification on mortgage. Under the Fair Credit Reporting Act C-4.1-01... BSI Financial is to provide the status of mortgage loan to all credit reporting agencies...to include, trial period plans new origination and LOAN MODIFICATIONS. They are also under penalty of reporting under all applicable laws to the respective agencies. This complaint will continue to include it's parent servicer ********************, who also under penalty of law has violated my rights under the **** C-4 . 1-01. Credit reporting needs to be updated from June 2017 until present, which the loan in question has never been late or abused by the mortgagee. This mortgage HAS NEVER BEEN A PART OF CHAPTER 7 DISCHARGE as the servicers argument in question. This information can be EASILY obtained by the Trustee of ** and bankruptcy court. The servicers BSI Financial and ********************, have this information on record and refuse to investigate, adjust and report properly. Both servicers have been under penalty of law with violations similar to my complaint, which can also be found as a matter of public record. I am now demanding these issues be resolved without further delay, and my credit reports reflect 8 years of timely payments to the servicers in question. Respectfully,****** D *****Business Response
Date: 05/08/2025
Hello, please see the enclosed. A more detailed response was mailed directly to ****** *****.Initial Complaint
Date:04/25/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I believe that I qualify to drop my mortgage insurance. I have reached out several times both calling and emailing trying to start the process with no response.Business Response
Date: 05/08/2025
Hello, please see the enclosed. A more detailed response will be mailed directly to ******* *******.Customer Answer
Date: 05/13/2025
Above is the history of email communication with the company. Many phone calls have also been made.Customer Answer
Date: 05/13/2025
I am rejecting this response because: I was sent a priority letter stating that they will respond in the legal timeframe allowed to them. I hope they plan on fixing the issue however so far they have not provided any meaningful response or assistance. I would appreciate further assistance.Business Response
Date: 05/20/2025
Hello, we mailed another copy of the response today. Please allow time for it to reach you.Customer Answer
Date: 05/20/2025
I have reviewed the business response and accept this resolution. However this couldve been easily resolved and I couldve gotten the same information if they had responded to my emails or calls.Initial Complaint
Date:04/14/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company keeps billing me and I don't have a second mortgage with them. I called them and they said that my original mortgage sold my loan to them. I contacted my original mortgage and was told that they have not sold my loan to anyone,and if they did that they will notify me. I was told by my mortgage company to just throw away the statements. But now it's also showing on my credit report.Business Response
Date: 04/24/2025
Please see the attached letter which advises the full response letter was mailed directly to the borrower, today 04/24/25. Please allow time for the response to arrive.Initial Complaint
Date:04/12/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BSI incorrectly reported my mortgage account as delinquent due to an error on my December 2024 payment. The payment was received on December 19th and was held in an unapplied account. The January payment was received on the 17th and was correct, but they applied partial funds from that payment to make December whole. This made January's payment short. They said delinquent notices sent were returned, but verified address was correct. They then sent foreclosure notice after only 1 month delinquency, which should not have occurred. A person must be 120 days late before foreclosure can start. I immediately brought my account to current once I was made aware of the issue. I want this removed from all three credit bureaus as this is negatively impacting my ability to refinance my home.Business Response
Date: 05/08/2025
Hello, a full response was mailed directly to the borrower's mailing address today, 05/08/25. Please allow time for the response to arrive. Thank you!
BSI Financial Services is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.