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Business Profile

Loan Servicing

BSI Financial Services
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for BSI Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 232 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 have severe issues with BSI Financial Company that is servicing my mortgage loan. I have NEVER had one issue EVER with a mortgage loan servicing company, I've had at least 5. I have never ever made a late mortgage payment. I am enclosing a copy of emails with my original mortgage company, *** Financial, that sold my mortgage to BSI Financial Company. I talked to BSI Financial about all these issues, they have basically ignored me, which is unacceptable. I want the letter I asked BSI for, saying this was not my fault, their system added an additional digit to my transaction, which resulted in my payment being rejected after the transaction was processed EARLY for payment. That my credit is not impacted and and an immediate refund of this bogus $30 they are trying to charge me. I would also actually would like my mortgage moved from BSI Financial to another servicing company, given all these issues, but i don't know how to do that.

      Business Response

      Date: 01/24/2023

      Business Response /* (1000, 5, 2022/10/05) */
      Please be advised that we mailed the full response directly to the borrower on 10/4/22 via regular mail. Please allow time for the response to arrive.


      Consumer Response /* (3000, 7, 2022/10/06) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      It takes over 30 days to get a response from BSS. They should be replying to this complaint as well instead of asking me to wait for a delayed response from them. Since I haven't seen their response and don't know when I will, I have no idea if I can accept their response or not.


      Business Response /* (4000, 9, 2022/10/17) */
      Please be advised the full response was mailed directly to the borrower on 10/14/22 via regular mail. Please allow time for the response to arrive.


      Consumer Response /* (3000, 16, 2022/10/31) */
      I did finally get the response in the mail. I am NOT happy with the response. Basically they ignored EVERYTHING I said. I'm saying again, the website PRINTED ON MY BILL no longer works and it redirects to another website to use. I maintain that original website had issues and that THEIR process added an extra digit to my account number. I am NOT paying $30 for what they list as NSF, since I was NOT NSF. It was an issue with THEIR website and their processing, not me. I have NEVER had this issue in the last 15+ years of making an online payment.


      Business Response /* (4000, 18, 2022/11/04) */
      Please see the attached.

    • Initial Complaint

      Date:09/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 have been paying my mortgage automatically Since November 2018 on Mid July 2022 i received a letter saying a shortage of Escrow, i went ahead i paid the Shortage 7-25-2022 on Aug 1st mortgage payment was showing a different amount of $2,108.56 so i called BSI and tried different methods and no answer , after many tries someone called me almost end of August to tell me that they cannot do nothing thats the amount , i have tried to get an explanation but with no luck. I dont get why my payment change if everything is same as follow on letter and now they are not applying my payments so Making my loan get extra fees. This is not fair for a Disable Combat Veteran. My account was in Good standing until last month they Reported to credit reports Late Payment and my Payments have been sent on time but they are not been apply to my account and want me to pay the $2108.56 instead of my Mortgage payment of $ 1,737.51. So i need help for this bank to do the right thing i cannot understand how they can change a payment so fast because a Shortage but when the customer pays the Shortage is hard for them to put the payment back how it was real concerning. Today September 19 i called BSI because i recieved a called on a Saturday they left a voicemail so spent over 1hr and i was transferred to a Manager but the manager did not answer and sent me to his voicemail i dont get why BSi is making my life difficult knowing that i want my account in good standing and following directions please help me to get my account back in track.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 5, 2022/10/04) */
      Please be advised that the full response was mailed directly to the borrower via regular mail on 10/4/22. Please allow time for the response to arrive.

    • Initial Complaint

      Date:09/17/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Two of my mortgages were sold to this company. I set up auto pay according to their instructions. They rejected my payments and then reported me 30 days late, only on one account, although both are due on the same day. I spend a lot of time having to get that rectified. Now, they have endorsed and cashed my mortgage payment, however, are stating they have not received it. I was on the phone with them for over an hour and was then told I was being transferred to a supervisor, only to be sent to a generic voicemail. I have sent two emails with proof of payment with no response. The customer service of this company is horrific.

      Business Response

      Date: 11/28/2022

      Business Response /* (1000, 5, 2022/10/03) */
      Please be advised that the full response was mailed directly to the borrower on 09/30/22 via regular mail. Please allow time for the response to arrive.

    • Initial Complaint

      Date:08/20/2022

      Type:Billing Issues
      Status:
      Answered
      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 didn't keep proper records of accounts held under my name. One account in particular Loan# XXXXXXXXXX wouldn't pull up when I would call customer service to speak to a representative and make payment on all of my accounts. This inaccurate keeping of record resulted in two consecutive lates on my credit report. When I would provide the representative with all of my information to pull up my accounts it would not include this account when I would make my payments resulting in negative impacts to my credit score from negligence on BSI Financials part. I demand an immediate correction to my credit report for this negligence.

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 5, 2022/08/26) */
      Please see the attached.

    • Initial Complaint

      Date:08/19/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      They took over my mortgage from GSF in June 2022- ever since they have creditors my payments incorrectly - also I paid $56.94 out of my escrow monthly for FHA insurance - but for no reason on July 1st BSI took out $626.34 from my escrow - saying it was for the MMI?? Since I pay this monthly I have no idea why this was taken? I have called repeatedly and no one can explain to me why they did this except to say it is a yearly amount - which was not taken out the first year and the one time amount was paid out front??? Why is this money being taken out? It has wiped out my escrow and my taxes will be due soon.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/09/02) */
      Please see the attached. We are still investigating this matter and will provide a more detailed response within 15 business days.

    • Initial Complaint

      Date:08/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Lack of Notification of Changes to Mortgage Account Leading To Credit Damage and Financial Hardship. Attempt has been made to Remedy with BSI Financial prior to Filing Complaint. Please see attached Document for Full Details and for Full Resolution Request as Also Filed with Consumer Financial Protection Bureau.

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/08/26) */
      Please see the attached.

    • Initial Complaint

      Date:08/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 has did not pay my taxes on time and I have a total balance of 2.13 Principle and Interest on my account. They have not paid my taxes of 1325, with interest piling up. The total taxes I owe is now 2704.99. I have called repeatedly. I have email several times with no response. My name is going to be published on a delinquent tax report for the Borough of Clayton. I pay my mortgage 2 to 3 weeks in advance. I asked if I could file an executive request and was told they don't do that. The people working for this Company are INCOMPETANT. Please I beg you to intervene. I am losing sleep and stressed out by this company, I am dealing with their office in Titusville PA. Please advise. Thank you in advance for any help you can provide.

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/08/26) */
      Please be advised that full response was mailed directly to the borrower via regular mail on 08/26/22. Please allow time for the response to arrive.


      Consumer Response /* (3000, 7, 2022/08/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      BSI refused to pay the interest and penalties. This is **** since they were mailed my PILOT Tax bill


      Business Response /* (4000, 9, 2022/09/06) */
      Please be advised that the full response was mailed directly to the borrower on 09/02/22 via regular mail. Please allow time for the response to arrive.

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